Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/29/2024

  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.

  My car was driven down to the mechanic. Repairs were made but never quite completed. Then a call was made to me that the engine was destroyed. They wanted me to come get my car and pay the bill. I paid the bill in full and because I refused to sign away any liability on there part they will not give me the car back.

  Business Response

  Date: 03/19/2024

  This email is in regards to the ****** 4-runnder that was brought from ********************* ID#********. This customer had attempted to do a major engine repair job himself on a 93 ****** 4-runner. This included replacing the Head gaskets on his own vehicle. When the vehicle arrived we had to fix all sorts of issues for *** that he cause when doing the head gasket repair at home. This included Leaving ground wires off the engine, to installing the distributor incorrectly, adjusting his throttle body that is not suppose to be adjusted and much more. We went spent hours fixing things that the customer did incorrectly at home. When pulling the car in at night it went from running to making a horrible noise and something on the inside of the motor has broken internally. This would also be from the customer doing his own work and not doing something correctly or the machine shop he took the car to did not do the work correctly. *** declined moving forward with tearing the motor down to determine what has failed. *** at this point was not a happy customer and I can definitely put myself in his shoes but this was all self inflected by the customer attempting to do a major motor repair himself and something has gone wrong. *** wanted me to discount the bill down to help him with his situation and I did but the amount I gave in discounts of ****** was not enough to make him happy. He just kept saying I needed to chew off more than that. I declined to give any other discounts do to the fact that we did not do anything wrong and spent hours correcting what the customer failed to do right. The customer *** came and paid his bill and refused to sigh the paper work and then towed the vehicle out of here a couple days later after normal business hours. We are not offering any other discounts or anything further at this time. 

  ********************;

   

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21361874
  
  I am rejecting this response because:
  All of the things that were mentioned above are correct. What is not correct is that all of these things were pointed out to the business. They could have said they were in capable of doing the work or that they just didnt want the liability. They did not mention that they had the vehicle for over six weeks. The only communication was when I called them. They also managed to use over a half of a tank of gas in that time and I know that because I filled the truck up at the station next door. What was also not mentioned was that I paid their bill in full but yes I refused to sign the receipt saying I would take no legal action. **** the manager was so upset he refused to give me my keys and filled his waiting room with expletives. I left and after consulting the police and a lawyer I took my car. Upon getting my car back I found multiple loose fasteners and the alternator that I paid to replace was bad. Just a terrible way to run a business. Therefore I contacted you so others could make an informed decision where to take their car for repair.
  Sincerely,
  
  *********************