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:02/27/2023

  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.

  I had my truck serviced on February 15 and picked it up on February 24 upon walking to my truck I saw the windshield was cracked I spoke to the service manager and he claims no one damaged it. Yet there is a greasy finger print at a chip and you can see other chips to indicate something was dropped on the windshield creating the crack. On their check list on the invoice the wipers were checked yet no mention of cracked windshield. Other damages that they can charge for were reported to me. The windshield was not cracked the crack is directly in my view of driving I would have gotten it taken care of because it bothers me because it's directly in my line of sight.

  Customer Answer

  Date: 03/01/2023

  In addition to cracking my windshield some of the repairs are not complete. I told them about the airbag light on and the horn didn’t work and the steering squeals when turning ?. In the invoice I have stating they replaced the clockspring which fixed the horn and squealing noise. The squealing noise is still present. I have contacted them about this issue but they said we will contact you later. This is a copy of the invoice.

  Business Response

  Date: 03/09/2023

  March 9, 2023  
  To Whom it May Concern,  
   On March 1st, we received notice from the BBB that a consumer complaint was submitted by *******  ***. While any situation where a customer is dissatisfied is regrettable, we believe that *** ***’s complaints are  without merit. Additionally, correspondence after the incident with our staff has led us to decline ever having  *** *** as a customer here again(Please see attached correspondence on next page). We strive to treat our  customers with the upmost respect and professionalism and expect a reasonable level of respect in return which  was not met in this case.  
  
  On Wednesday, February 15, 2023 at 12:08PM, *** ***’s 2015 **** ***** with 204,616 miles was  checked into our shop with numerous issues in need of repair. These issues included a check engine light, air  bag light, a squeak in the wheel, door locks that would not function with the key, and an inoperative horn. We  also performed a courtesy multi-point inspection and the technician recommended replacing both broken  taillight assemblies, a tag light, and an upper ball joint that failed inspection.  
  
  For the check engine light concern, our technician found three codes (****, *****, and *****)  indicating a stuck purge valve and issues with the oxygen sensor readings. Both oxygen sensors tested bad. For  the airbag and horn concern, we found a broken clock spring to be causing the airbag light, horn issue, as well  
  as making a squeak/squeal noise. The lock concern was a failure of both front lock actuators. The customer  approved all repairs, and all repairs successfully remedied the concerns they were completed for. Over the  course of repair, the vehicle was driven less than 1 mile. Upon pickup, the customer stated that he believed we  had damaged his windshield. Upon inspection, I found the vehicle to have body damage as well as a multitude  of large chips throughout the windshield, including 2 in the crack itself. I also conferred with the technician who  worked on the vehicle, who stated that at no point did anything of ours crack or chip the windshield. The  fingerprint mentioned was my fingerprint from when I inspected the windshield. At this point I declined to pay  for *** ***’s windshield as significant preexisting damage on the windshield appeared to be the cause of the  crack. We have had no other claims like this in over 2 years and I believe the word of my technicians and the  evidence in front of me.  
  We stand behind our work, our repairs, and our products with integrity, but this situation does not merit  any additional goodwill and further interactions or business with *** *** will be declined.  
  Kind Regards,  
  Chase W***  
  General Manager