Complaints

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• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a 2013 Dodge Durango from Rightway was recommended I take my truck here which I did . They reported to my warranty company that my engine was locked and it needed a engine. They never sent pictures to warranty company and they tried to charge $260 for removing a value cover which they hey did . My truck sat outside with my engine open for three weeks . Then they said they wasn’t fixing it and put my parts in a box in the back seat and had me tow it . Now new mechanic shop is finding part’s removed and key system reset with. A scanner . They should be responsible for my truck since they opened it and engine is not locked . I have videos and diagnostics from first repairs shop where engine was not locked and truck was running even ran to place on flat bed . I want them to be responsible for my $45,000 truck . I did what Rightway recommended and took it to there repair facility.

  

  Business Response

  Date: 06/06/2023

  We are an automotive repair facility. We do a lot of Rightway's warranty work, we are not a part of Rightway. Mr ***** made an appointment to bring in his 2013 Dodge Durango for repairs, he stated that the truck was here before which we told him that we didn't have any record of the vehicle being here before. He said it needed a transmission and we told him that we don't do transmission work, well we do transmission work so we think he was confused as to where he had the truck at before us. We ran tests on the truck and determined that it need an engine and submitted the claim to HIS warranty (not the warranty company Rightway has) company which in turn asked us to provide pictures of the things they needed to look at, which we took pictures and tried to send them to the warranty company but was having trouble so Mr. ***** offered to come take pictures and send them himself to the warranty company. So the next thing we know is that he's here towing his truck out of here! We NEVER told him we weren't fixing it. As for it sitting outside for 3 weeks is not true it wasn't even here 3 weeks! The hood was always closed and for the parts being in a box he showed up to take the truck so we had no time to put the parts back on. We never reset key system with a scanner because we don't have a scanner that can do that. Our opion is that he has had this vehicle to multiple shops and when it isn't fixed in a day or two he gets upset and takes his truck and tries to get the last people that had it to either replace it or get the work done for free because his warranty won't cover the claim.