Complaints

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• Initial Complaint

  Date:01/12/2023

  Type:Billing 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.

  The owner of the shop became extremely violent and aggressive when I tried to pick up my car. He almost ran me over with my own car WHILE I WAS HOLDING MY CHILD. The police were called because I feared for my family's safety and because he refused to release my car. He consistently falsified information to me regarding the insurance and charged me in excess of $2300 after I paid my deductible.

  Business Response

  Date: 01/23/2023

  The customer wanted me to release their car, even though there was still a balance due of $2,308.27. Vehicles cannot leave my shop until the bill is PAID IN FULL, whether the amount is $5 or $5,000.  The customer then called the police to my shop to have them release the car before the bill was paid.  Two City of Pittsburgh police officers arrived shortly thereafter and informed the customer that, in Pennsylvania, the shop can retain the car until the bill is paid.  In addition, if the work has been completed and the bill is not paid, the shop has the right to charge storage until it is paid. 
  
  This response did not please the customer or her husband.  The husband stated that he knew the law requiring me to release the car, but the police officer (as well as the lawyer I spoke to that day) had never heard of such a law.  The customer then dismissed the police; however, they decided to remain at the shop.  The senior officer asked ME if I wanted THEM removed, because of the customer’s swearing. Customer used the F-Word at least 5 times, because she was not getting her way in this matter.  At no time did the customer tell police about fearing for her family’s safety or getting run over with her own car.  I know this for a fact, because I talked to the senior officer on 1-19-2023 about this matter, and he said that he was unaware of any safety concerns.  I also confirmed with the officer that he asked ME if I wanted THEM removed, because of the customer’s language and aggressive behavior toward me.
  
  There was never any danger of the customer’s child being run over by the car, because the husband and child were in the office when the customer’s car was driven out of the shop.  The husband carried the child to his car, which was parked outside. 
  
  As to the allegation that insurance information was falsified, that is also untrue.  I received the last part for the customer’s car on 1-11-2023 at 8 am, and I informed the customer that the car was finished at 12:30 pm on  1-11-2023.  The steering rack and pinion was sent to me from South Carolina on 1-6-2023.  That part was manufactured at JEEP on 12-8-2022 and shipped to me from the dealership.  After that part was installed, I just needed the last part, the right front strut, and do the front end alignment to complete the work. 
  
  I can understand the customer’s frustration, but with the lack of availability of parts, the job could not be completed any faster.  The car was finished as soon as possible.  There is no reason I would have for keeping a car longer than necessary, because I don’t make any money until the car leaves.  Despite the fact that she gave me a deadline of 1-13-2023 for her car to be finished, it is very difficult to do without parts.  Some items take 2 weeks to get.  The part which I got from South Carolina is now on backorder, and it is not expected to be produced again until the end of March or the beginning of April.  As of 1-20-2023, no check was delivered to me from the insurance company (which the customer said was sent out on 1-6-2023).  I have no idea where that check went.  The customer did call the insurance company the day she picked up the car and requested that they send the payment directly to her.