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Business Profile

Auto Repairs

Graham's Auto Sales & Service, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:08/15/2023

    Type:Billing Issues
    Status:
    ResolvedMore 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.
    This is in regread to a bill that my husband and i had received back in July when our vehicle was being inspected. When our vehical was in the garage being worked on, the owner/mechanic did Not call us in regread to a few things: 1- All 4 of our tires got replaced without our permission 2- Replaced the sway bar bushings without our permission. Over charged in labor cost. When my husband went to pick up our vehicle, all the documents were all over the passenger seat and on the floor. My husband had let me know that Manuel for the vehicle was gone. The garage did replace the Manuel for us. Yet the owner had stated that we need to take our vehicle else where, due to what had happened. The owner of the garage has not once acknowledged to us, that it was on their end & they didn't take any ownership for what happened. We would like the garage to refund us $1200. This isn't the first time the garage has over charge us, didn't have our persmission & over charged on labor. We have figured the garaged over charged us over $3,000 in the past 3 years.

    Business Response

    Date: 08/18/2023

    The ********** have been valued customers for years with us. Its only been since the last appointment that ********************* accused us/our staff of stealing a manual from her glove box. After two lengthy emails from her, I decided it was best for us to split ties. We ordered a new manual at (our expense) and asked her to come pick it up. We then told her that we will not be doing business in the future, she will have to find another garage. It was only after that conversation that she decided we were no longer honest and trustworthy! We have signed documentation that she authorized all work that was performed and explained all repairs completed on the Saturn Vue at time of pick up. We regret to have to turn away anybody but felt with her continued bulling emails it was time to cut ties.

     Its only once we stated that we will be terminating our relationship is when you had an issue.

    Our prices are always discussed with the customer before any work happens on a vehicle, that has and always is our customer policy.


    We have no reason to take your 2005 ****** Manual. We took it beyond our company to replace it for you at our expense. As per papers you say everywhere We put your insurance and registration card on your passenger seat.

    Your July appt was and stands with your permission on doing the repairs We have it in writing with your signature. Nothing was done without your acknowledgment.

    We have every right to terminate a relationship when we feel it is necessary to move on. Just as you have every right!
    Even after we terminated our relationship, we sent you copies of your past repair invoices for the past six years (that you requested by email demandingly). Again not our job to keep your records but we did it for you.  

    Business Response

    Date: 08/18/2023

    Here is more documentation emails sent from ********************* to us that started her dissatisfaction.

    Carsforsale Lead: ********,  **********, ************************ Comments: I am sending a message.  I had called this morning in-regread to the 2005 suv ****** book that was not in the glove box in our vehical.    I am going to Request a very though & I mean though look through the shop and office to make sure the book didn't get miss-placed. I am also going to request, whoever worked on our vehical and whoever was in the glove box.  Cause, all of our importment document for the vehical was all laid out on the passenger seat.    I had looked through under both seat's (driver & passenger) side & the book is no where.    The last thing we need to do is order another book for our vehical, which did infact came with the vehical, when it was purchased.      Cause we don't go into the glove box, unless nessecary.   I asked **** if he ever noticed any documents on the passenger seat before & he said not to his knowlage.    We never had this issue before.      So, please get back to me on this.  That would be great. Tap link to reply: ***********************************************************************
    Carsforsale Lead: ********,   ************************ Comments: Am Requesting invoices from 2022, 2021, 2020, 2019 & 2018.  Am Also requesting that this be done today.     So.....please make sure that all documents that is being requested get sent & done. Thank you!. Tap link to reply: ***********************************************************************

     Carsforsale Lead: *** *,   ************************ Comments: Am Requesting invoices from 2022, 2021, 2020, 2019 & 2018.  Am Also requesting that this be done today.     So.....please make sure that all documents that is being requested get sent & done. Thank you!. Tap link to reply: ***********************************************************************

    Customer Answer

    Date: 08/21/2023

    This is the responce to Grahams message.
    First off, Graham auto Has not taken any ownership or Responabilty on how all the documents from our glove box, was scattered all over the passenger seat and passenger floor.       Also, Grahams Auto Did Not have OUR Premission to replace the tires on the 2005 ****** ***.   I had requested the invoice from Grahams, which I had every right to do.
    My Husband IS NOT HAPPY with how Grahams handled all of this.   My husband had stated to me, that Grahams DID NOT Call Him to let him know what was going on with the vehical.    Cause from previous years, Grahams did Infact contacted us both to let us know what was going on with the vehical. 
    Grahams Auto had both of our numbers, which they had on file.  When a customer request a copy of a previous year bill, that should be granted to the customer, due to the fact that the garaged had records of all their customers history on what was done to their vechile.
    I have NOT accussed Grahams Auto of stealing.  I had stated to Grahams that it was missing.  Cause I do know thing happen.   Things get missplaced or actually lost.   I have Not Accussed Grahams Auto staff of stealing. That is NOT TRUE.
    I am However is going to state that Grahams did Not have our Permission to replace the tires on the vehical.    Grahams auto need to be held accountable for their part in all of this. 
    We are Requesting a refund from their end.  We are also requesting that they take full responability on their end.  What we want, is a refund $700 for the tires that they replaced.  We also want them to take full responability on their end and for their action. 
    My husband and I both can No longer trust Grahams auto & they also lost our complete respect to them as a company.       This was due to the fact on what my husband saw after he picked up the vehical.      

    Business Response

    Date: 08/22/2023

    Our policy is to call all customers before any work is performed and authorized by them. As explained previously, ********************** never had a problem with Grahams prices, workmanship or contact until we told her we were not working on her vehicle anymore and she would need to find another garage. This was due to her sending several emails and phone calls about a missing car manual from her glove box. We paid to replace the manual and asked that she find another garage. Only several days after that was she all of a sudden dissatisfied with us. We feel we have done everything to resolve this matter. We will not be contacting or pursuing this matter any further. If this continues we will seek legal action.

    Customer Answer

    Date: 08/22/2023

    So, since Grahams Auto is going to continue to not take ownership or reasonability for their action.    I had spoken with a few that also 100% agree that Grahams Auto has taken advantage of us.   I also was informed that Grahams auto can't be trusted.     This is from a few that I fully trust and know. 

    I also am fully awear that there are also other out there who are not to happy with Graham Auto who Haven't filled a complaint.   Cause I know a few who also had dealt with Grahams Auto and was not to happy with them.   

    So here is this.   The next person that Grahams Auto decided to take across or overcharged, that person may not be to happy with them & for over charging labor or un-necessary work.    

    So.......Truth has away of coming out and being exposed.   

    So, ,my husband and I both decided that we will forgive them for their end & we will continue to pray for them as a company.     However, this doesn't excuse on what happened or how Grahams Auto has taken us across.  

    Customer Answer

    Date: 08/22/2023

    So, since Grahams Auto is going to continue to not take ownership or reasonability for their action.    I had spoken with a few that also 100% agree that Grahams Auto has taken advantage of us.   I also was informed that Grahams auto can't be trusted.     This is from a few that I fully trust and know. 

    I also am fully awear that there are also other out there who are not to happy with Graham Auto who Haven't filled a complaint.   Cause I know a few who also had dealt with Grahams Auto and was not to happy with them.   

    So here is this.   The next person that Grahams Auto decided to take across or overcharged, that person may not be to happy with them & for over charging labor or un-necessary work.    

    So.......Truth has away of coming out and being exposed.   

    So, ,my husband and I both decided that we will forgive them for their end & we will continue to pray for them as a company.     However, this doesn't excuse on what happened or how Grahams Auto has taken us across.  

    Customer Answer

    Date: 08/28/2023

    I am going to state first and foremost.  My Husband **** drive the vehicle.   My husband has a driver LICANCE.    I make the phone calls to set up the appointment & also go to pay for the bill once the vehicle was finished.    However, ****** and ****** Both knew to contact us "Both", which failed to do so.   My Husband **** DID NOT Receive a phone call at All in-regread to the vehicle.    Also, ****** had stated that the tires on our vehicle was at a 2 and a 6 & that they replaced the tires, due to the fact it wouldn't pass inspection.    BULL!   The tires got replaced without our permission or our consent.      Also, I had spoken with a family member, who been dealing with garages and car dealers for many years.     We were in-deed Informed that a garage "HAS" to legally show the customers the part that the garage replaced.   This Grahams AUTO DID NOT DO!   

    The response that was given from the two ladies that work at Grahams Auto does not know the full detail of the matter.   So, the owner ****** or ****** is going to need to respond back & to take ownership of the matter.       Grahams Auto Does In-Fact need to Refund us for the tires, cause they DID NOT GET THE OKAY to Replace the tires.    

    I also had mention to a family member, that our total cost from 2020-2023 was over $8,000 & was informed that Grahams Auto has IN-DEED taken ADVENTAGE OF US & Overcharged us.         So Grahams Auto owner (****** and Trevor) need to take Responability for their Auction and to also Re-Fund us for the new tires, that they didn't get the okay on.    The Tries that Grahams Auto put on our vehicle ARE NOT the Tires we use.   

    My Husband **** IS NOT HAPPY WITH GRAHAMS AUTO, due to the fact that "They" did NOT call him in-regread to what was wrong with the vehicle & also DID NOT Let him know about what got done.     My Husband **** was Not HAPPY due to the fact that ****** only contacted me & not my Husband.    Grahams Auto has on file to Contact us "BOTH".   

    So Grahams Auto Need to Step up & Take Ownership and Responability for their AUCTION. 

    Business Response

    Date: 08/28/2023

    As of last communication on 8/22/23. ********************* stated she was going to forgive and let this go! Now new email states we were supposed call both *** and ********************* to get approval from both before work was to be performed. That's ridiculous! ********************** keeps changing her story. ********************* was explained everything on her bill and she willing paid with no questions or concerns. She signed paperwork which we presented to you in an email with her signature on. Asking for money back on tires that they have been driving on daily, keeping their car safe, again is ridiculous. As a reputable business, we would expect you to look at both sides and come to a conclusion and not keep feeding fuel to her fire by allowing her to continue to email and keep this going. We had complete communication with ********************* on all repairs and continue to have such with ever customer that comes thru our door. 

    Customer Answer

    Date: 08/29/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    This matter will not ger resolved with Grahams auto.   Grahams Auto will not take ownership or acknowledge what they did on their end.  
    So even though Grahams Auto did In Deed took advantage of us & did did work on our vehicle without our permission.     Figure it would be best if this get closed. I have read all the response from Grahams Auto & I do not agree with what was said or stated.  Yet......this matter will get closed.  

    Regards,

    *************************

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