Complaints

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• Initial Complaint

  Date:10/17/2024

  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.

  I don't typically trust repair shops but this shop was recommended by a neighbor who had nothing but good luck over the years. My luck was horrible with them. They had my car for one month with limited or no Communication, I Brought my car to them for a check engine light which they missed diagnosed and did a shotty repair, shortly after picking up the car Upon Inspection I found missing parts, parts installed incorrectly, a dead battery the check engine light came back on for the same exact problem I was charged $1000 for the repair. The customer service from their service writer ****** was the worst I've ever dealt with he argued with me and hung up on me twice. The owner refuses to return phone calls or text messages over the month period , weeks after the repair, Finally the owner **** replied to me and I'm to set up a time to bring it back in, **** proceeds to text me a message saying that I threatened to punch his mechanic in the face And will not work on my car anymore.. this is a complete fabrication I would never say such a thing especially because the technician is a woman. I wanted them to fix my car correctly why would I Threaten them, I'm sure they concocted that lie so they did not have to work on my car again. they are not qualified enough to work on older ***. They basically lied to me held my car captive and then robbed me of $1000 because the repair was either not done or done Incorrectly. This place should be out of business **** the owner and ****** the service writer should both be sweeping floors in a warehouse away from people. Additionally I spent another $400 having another shop Diagnose the problem with my car and they found shoddy workmanship and potentially parts were not replaced. It will cost an additional $1000 for this other shop to do the actual repairs correctly.

  Business Response

  Date: 11/15/2024

  To Whom it May Concern:

  *** ****** was a new customer to us in August, he brought in one other vehicle and there were no issues.  When the *** came in, it was a new vehicle to our shop and we had not previously worked on it.  The part that he referred to as incorrectly installed, was installed in the position it was in when the vehicle arrived to us.  It is correct it was not in the upright position, again,  the sensor was positioned in that way on arrival.  We corrected the issue and did not charge the customer for it. The shoddy work he was told was seen was not due to us, and very possibly to the previous shop that worked on the car, before we saw it.

   

  He mentions in his response that he does not normally trust shops and that his neighbor had worked with us for years, with no issue. We believe most of the added time with his vehicle was due to previous work done at another shop. 

   

  In regards to correspondence we did stay in touch as much as possible. *** became angry on the phone, raising his voice multiple times.  ****** asked him to please not talk to him like that and when the customer continued to yell, curse and get more angry, he had no choice but to hang up.  Our employees should not be subjected to abuse at any time.  When he came to get the vehicle he said to ****** that he wanted to punch the technician in the face.  Not only is that beyond what we accept as treatment, he knew the technician was a woman.

   

  We are regretful to have experienced this scenario, but we decline a refund. The work we did was properly done and I believe his next diagnosis was less due to us completing so many other needed repairs.  We also explained it needed to go through a drive cycle to make sure the check engine light would stay off, and we were not given the chance to let that occur.

   

  Kind Regards,

   

  Pro-Tek Automotive

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22402751
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

  Customer Answer

  Date: 11/22/2024

  Your system didn't give me a chance to rebut his ridiculous claim. 
  Please include this.
  
  I think they Actually believe their story, it's nothing but fabricated lies! They can't be trusted. 
  First point, The mass air
  flow sensor Was 100% not Installed incorrectly, **** the owner in fact said even if it had been installed incorrectly they should have installed it correctly before the car left which they did not. I had to ask ****** to look up on ****** which way that sensor actually is installed. That's when he got angry with me and hung up on me.
  Point two,
  My car under my ownership has never been in another shop.
  Point three. Correspondence, that's a joke only time they called me in the 4 weeks they had my car was to tell me that my car was going to be on hold until someone could work on it other than that is was me calling for updates, one can imagine how frustrating that would be. Only time I raised my voice was in response to ****** trying to tell me my battery being dead and sensor upside down was my fault. In fact ****** called me a jerk and hung up on me before I had any chance to "curse"
  Point four the most important,  I did NOT threaten anyone again especially a female "Technician" she did horrible work but as a 56yr old professional I would NEVER!
  Point five, my goodness the car didn't make it 20 miles before the check engine light came back on with the very same codes I paid $1000 to have repaired. After speaking with **** ** was on board with having my car back in his shop and making the repairs himself..until they fabricated the story about me threatening his technician I think they just don't have the skills to make the repairs. 
  I took the car to another shop they made the same repairs that **** claims they did, this shop said NO repairs were made, all parts were original un touched which i assumed was the case. 
  This shop is ripping people of and if you dare ask questions or make comments about the repairs they just try to make you out to be the bad guy!