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:08/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In March 2021, I commenced collaboration with Palita's Automotive, commissioning a custom **** ****** dream vehicle, afforded by two decades of VA disability savings. The vehicle arrived in July 2023. Despite repeated assurances, it's riddled with issues that have rendered it unregistered in my Alabama residence due to a missing Bill of Sale, a required document for vehicle registration.I've had to independently resolve several concerns. The rear windows, which were supposed to be functional, weren't. A bypass was installed to solve the issue. The horn, supposedly state-compliant, was inoperative. A missing relay was identified and replaced by me. During a visit to Palita's facility in December 2022, I identified several problems including leaks in the differential, the power steering box, and the crank seal. I was reassured these would be addressed. They remain uncorrected.Additional complications have arisen. An ABS brake booster is leaking into the driver's floor, in direct contradiction to Palita's leak-free guarantee. The sunroof tracks, for which I paid extra to be cleaned and lubricated, were found clogged with debris. This discovery was particularly disheartening as water poured into my car during a rainstorm, damaging the new headliner. The audio system is another source of frustration. Despite my specific order for ** Audio speakers, I received ******** ******* and *******. Furthermore, one headlight is fogging internally. Warranty coverage is denied due to the absence of a sales receipt. Time is pressing. Alabama law stipulates a 20-day deadline for vehicle registration, and I have exceeded this due to the lack of a Bill of Sale. A limited warranty to cover the cost of parts and labor for these issues would be fair. I also require a written action plan to resolve outstanding issues. Finally, I need purchase documentation for components like the headlights.

• Initial Complaint

  Date:02/25/2023

  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.

  On 12/28/2022 I ******* had my vehicle(2003 ****** ****** *) towed to Palita Automotive with promises that that would start working on my car on 1/9/2023 or sooner and work would be 1500 considering they have to tap a hole for a broken bolt which I don't believe takes more than 2 hours, but I agreed. Before getting the Vehicle towed, it was at another shop that did not have the knowledge to work on ******, so they stopped work. I double checked that nothing was missing and towed it to ****** who said they could definitely get it done. Fast forward to 1/16, I call to check on car and I get no answer or return voicemail from them, so I was forced to get a ride to the shop which is not local to my home. They informed me that they will get started next week, no problem. 1/25 I called every day until 2/1 with no answer or call back so I return to the shop which is not local, and they tell me they will get started next week and so I continue to be patient. I call them from the 6-10 every day and left messages on voicemail but again no answer, additionally every time I visited the shop my car was parking in the same spot on their lot. 2/11 I REVISIT the shop and leave a note on the door to call me asap. They call me on 2/13 and tell me that they will bring it into the shop on 2/15 and on 2/16 they call and tell me that it will be more because of a $100 part that they claimed was missing until I said I have a picture of it on the car they said it was messed up and would create vac leaks. They replaced that part with a used on off of a car on their lot and charged me $500 for said part. They told me the car was running good on 2/22 and ready for pick up and once i get there they tell me I shouldn't drive it due to ball joints being loose in the rear. Upon picking the car up my steering wheel is completely upside down with damage to the steering column, Mutiple vac leaks/incorrect install, and missing parts. Total bill was $3600 with over 20 hrs of labor that is impossible!

  Business Response

  Date: 03/27/2023

   I received a call from BBB in regards to the complaint. I was informed you'll need our side. Here is the account of the appointment from our side.
  
    **************** had called and made an appointment with us about his ******. He informed us that a previous shop had broken a bolt in the water pump and could no longer fix it. He Then had it towed to us. When we received the vehicle is was not running, the front bumper was missing and majority of the engine intake components and under hood parts and water pump were removed and the parts were in boxes and bags in the trunk.
  
     He visited us to discuss the scope of work and we informed him it would be $1500.00 to start as we had to removed the broken bolt and repair and tap the threads in the engine block and reassemble and engine that someone had previously torn apart. He authorized the work and was informed that if the job would go over the initial estimate we would call him and let him know.
  
     We were running behind schedule with other jobs that required more than we anticipated after said vehicle were disassembled or other work was authorized by the customers. We were not able to get his vehicle in at the scheduled date. He called and we did replay to him and informed him we would call him when it was in the shop. He followed up with several phone calls but did not leave a voicemail with each call. We are very busy and do not call back missed calls without a voicemail as there are several voicemails a day and even more missed calls. We understand this can be an inconvenience and we are working to find more personnel.
  
     He did leave a note on the door and we did call him and were able to get the vehicle in the shop. During repair we noticed several concerns with what the previous shop had done. **************** was informed of this and the increase in price should he decide to continue the work. He authorized the work pertaining the initial repair. 
  
     In regard to the part he needed, we did have one and we did explain what was wrong with it. We gave him a price and the part number to give him the option of possibly finding it at a better price. The part in question was an intake elbow that comes as an assembly and is not to be disassembled. I can only assume the previous shop did not know this and had removed components form the intake elbow. We could not find the missing piece in the trunk. It was a small linkage for a vacuum actuator and proved difficult to find amongst the other parts that were not labeled and put in boxes and bags. He authorized the part and the rest of the repair. The added labor was explained to him. We road tested the vehicle after the repair and found other issues and rectified them. 
  
      We explained to **************** there were other issues and that there were suspension components that were faulty. Unfortunely we could not road test the vehicle when it arrived and had no previous history of it. We were well over the discussed time to repair his car but understood he was on a budget and helped him and best we could and stayed fast to the last discussed price of $3600.00. 
  
     We did not affect the suspension components or steering wheel. We can only assume the previous shop had caused the issue with steering wheel. We've come to the conclusion that they must have removed the lower steering shaft at some point to removed other engine components on their attempt to repair the vehicle. 
  
     While we can empathize with **************** on the situation, at the end of the day he was informed of what was needed and authorized the work. There we no parts missing and the engine ran fine during the road test with no drivability issues or check engine light.

  Customer Answer

  Date: 03/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Please see attached 
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 03/29/2023

  See attached, please send confirmation attachment has been received 

   

   

  Customer Answer

  Date: 03/30/2023

  This business clearly couldn't care less when I got my car back and did not inform me about my steering components as when I see the car when visited to figure out why I could get in contact with anyone it was STRAIGHT and so was the wheels. ****** initially told me(after looking over the car and knowing about the bolt that needed to be machined out) quoted me $1500. The fact that they think a $500 part that was on my vehicle when it got to them and magically disappeared, then magically reappeared with something wrong with it (Still unclear) make this repair $2100 more when I showed up. On top of all of that, the supercharger was not sealed correctly and had tons of air leaks everywhere. The job will have to be RE-DONE. Forcing me to come out of pocket again for these repairs. It is not fair to me as a customer to have to go through everything I did with this shop just to be in the same position as when it first was dropped off to the shop. I called multiple times with no answer and I believe they purposely ignored my calls because when my car was ready or when they wanted to discuss payment they answered everytime.
  

  Please see attachment