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:07/29/2023

  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.

  Took my car in for lowering spring install & alignment. They proceeded to damage 3 of my 4 one year only special edition rims that are over $4,000 for a set. Told them about it & they made up an elaborate story about how it was there when I brought the car in.

  Business Response

  Date: 07/31/2023

  This past Friday July 28th, ********************** 2019 ***** ***** was in/scheduled for a suspension spring install and alignment in our shop. Before starting any work it was noted there was damage to the front wheel (drivers side if remember correctly) and noted on our vehicle checklist which was given to the customer. This is normal practice for pretty much all cars that come in for service. We have found most people tend to look over their car with a fine-tooth comb after its been in someone else's possession and find things they didn't notice before. This is the main reason why we check over vehicles cosmetically before we work on them. Needless to say, the work was performed, and the car was picked up, no issue at the time and the customer went on his way.
  

  At roughly 3pm on Saturday the 29th an email was received claiming we “curbed” and damaged three of the wheels on his car during the test drive of the vehicle. We aren’t open on the weekends but saw the email on my phone sometime after 8pm and wanted to reply as soon as I could as I didn’t want to leave the customer hanging and nullify the thought that we did it as we clearly didn’t, the reply was sent at approx. 8:30pm.
  
  As explained in the email I agreed that the one picture showed what would be considered a curbed wheel (damage to the metal lip of the wheel typically from hitting a curb when parking) which was noted before working on the car so clearly wasn’t us. The second picture showed a scratch kind of between the spokes of the wheel. And the third I couldn’t even confirm there was damage in the picture. I tried to clarify in an email response what he was referencing, but he did not answer the question, just replied asking again if we were replacing his wheels.
  
  I felt there wouldn’t be much pushback on this as since it was noted before we worked on the car it was obvious, we didn’t damage them, nor would it make any sense on a test drive the tech could have damaged multiple wheels. During the test drive there is no parking near curbs, no turning around, etc. just wouldn’t be logical. However, a little after 9pm my phone started going crazy with notifications from him spamming our social media pages posts, google, etc leaving multiple negative comments, negative reviews, etc. to the point I had to finally block him from our pages.
  
  I checked email again and found he responded, in short not believing us, insisting we did the damage. As well as if we didn’t replace his wheels threatened to go to social media, the BBB, AG, FTC and take us to court. At this point it was at least 9:30pm on a Saturday evening, he was clearly irate, and I had no interest in continuing the correspondence and planned to try reaching out Monday during business hours with hopefully a more cool-headed interaction.
  
  However at roughly 9am Sunday morning my phone started going crazy with notifications as he started to spam our social media again from another account, which also needed to be blocked. That, along with he had already filed with the BBB complaint, we decided we have no interest in any further correspondence with this customer as there can be no reasonable discussion with him. If we damaged his wheel, it would be a no brainer to just go through insurance, pay a couple hundred dollars, and not deal with this headache.  But we didn’t damage them and nothing we say or do will make him think differently so there is no point in further direct communication.
  
  Literally while typing this response he made another fake account to again spam our social media!

  Thanks,

  APT

  Customer Answer

  Date: 08/01/2023

  [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: business magically saw it when I brought it in but failed to notify me? Lol also, business keeps deleting my posts & blocking me on social media. Why if you have nothing to hide?

  Damaged 3 wheels & 1 tire. Over $6k worth of damage that also affects the overall value of this 1 year only vehicle. Business also threatened me with a lawyer. Have said lawyer contact me. I'm the 1 in the right. Replace the wheels & tire or cash equivalent. Ap tuning did the damage. Own your mistake. I'm not going away

  Regards,
  
  *********************

  Business Response

  Date: 08/07/2023

  As per our initial response, we still have no interest in paying for damage that was already present and documented before we worked on the vehicle.

  Business Response

  Date: 08/07/2023

  Side note we never received notification of a response or that you were waiting for a response from us. Just happened to check from the original email. 

  Customer Answer

  Date: 08/07/2023

  [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: Again, damage was done by them. Was NOT present prior. Also, no documentation was provided to me...because they are at fault. Funny how they documented it yet never notified me. Pay up.
  
  Regards,
  
  *********************