Complaints

This profile includes complaints for Craig Scott, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Craig Scott, Inc.

  706 Autopark Blvd West Chester, PA 19382-4975

• 

  Craig Scott, Inc.

  705 Old Westtown Rd West Chester, PA 19382-4988

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:09/05/2023

  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.

  Our car was serviced at this dealership we were told the initial problem was a stretched timing belt. The car was dropped off initially because three warning lights were on in the air conditioning unit had stopped working and a noise was coming from the engine when the car was started. The total was $3600. This was paid and upon pick up the air-conditioning did not work and the noise was remaining. The dealership again looked at the car and came back and said the air-conditioning compressor was bad and needed to be replaced. The new charge would be around $1600. it is our belief that the diagnosis was miss handled initially, and that the dealership or technician had missed the initial cars and complaint that the noise and the air conditioning was not working. I had offered to pay the price of the part the AC compressor to be fixed, but did not feel that the labor to diagnose and correct this issue is our responsibility as they misdiagnosed it the first time.

  Customer Answer

  Date: 09/22/2023

  Hi *******,

    Thanks for taking my call this morning. I wanted to add an important piece of information that was delineated to me after my initial complaint was submitted. I received a call from *************************, I believe, and in discussion with him he had explained that the way the initial problem was described to me by the service associate and manager was infant not accurate. 

     I had taken the car in with the issue of the AC not working, and odd sound, and three warning lights. I was told the timing belt was the issue and that with the timing belt out of time the AC would not work. As in my original filing, upon completion of the work the AC still remained nonfunctional. I was told by ****** that the two systems the timing belt and AC are not connected and that the explanation I received was not accurate. He said fixing the timing belt would not fix the AC issue. He said it should have been explained that the error codes they pulled from the car were the timing belt and the AC could be an additional charge. 
    The timing belt work cost $3600. Ac work would run about $1600. Had this been explained correctly from the start I would not have agreed to the timing belt work as the car had close to 190,000 miles and I would have used that money towards a new car. I don’t think anyone was purposefully dishonest, but their error in correctly explaining two separate issues, not connected, lead us to pay $3600 that would not have been spent. 
    It is my hope that they can realize the mistake her and refund the cost of the repairs because with the correct information we would not have spent $3600.

  Business Response

  Date: 10/06/2023

  Received the letter today and reached out to ****************************** by telephone twice. Also sent me a text with my contact information and invited him to a conversation.

  Business Response

  Date: 10/06/2023

  Documentation for reaching out to ****************

• Initial Complaint

  Date:08/21/2023

  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.

  In October 2022, I went to Scott ***** to service my car. I had my front axle replaced by them then a week later I had to show up and replace it again. Accouple months down the line in may 2023 I went to them because I am hearing a noise when i turn the steering wheel and another noise near the steering wheel there was a clicking. From may-august 7 they can not figure out the issue then they finally thought it was my struts. I paid them $1113.00 for them to fix it but i got my car back broken. My car is still not fixed and the noises are even worse. I have taken videos and have a second opinion. I have been leaving emails and voicemails and management will not reach out to me regarding this matter. I want my refund and they will not give it to me. My struts were not the issue that they thought. The business is now ignoring me. When I was there in July the manager ********************* told me that I was gripping my steering wheel and that's why I hear a noise, that is false as I proved it with videos. He also told me that management will reach out to me and they never did. this has been 2 weeks and counting since i got my car back Aug. 9.

  Business Response

  Date: 10/06/2023

  I am on the Executive Team for Scott ***** of West Chester, and I personally gave *** ********* ****** my attention beginning August 22, 2023. *** and I were able to coordinate a return visit on August 28th. I arranged my schedule to meet her that evening when she dropped her car off. I also had *** go for a ride with our ***** Master Technician so they could identify the steering sound together.  We provided *** with a courtesy loaner car at no cost to her, and I personally gave her updates while we had her vehicle. We had very friendly exchanges in texts. She sent me smiley faces. *** returned to pick up her car, and our ***** Master Technician again went on a ride with *** to be sure together they were satisfied the steering noise was corrected once and for all. She was satisfied that the steering noise was no longer an issue.  *** was also invited back to address a separate concern regarding another noise she intermittently hears from a different part of her vehicle— a slight tapping noise from her air vent. We explained that we did not hear it the entire time we had the vehicle at the August 28th service visit, but she can come to us and call me directly if she begins to hear it regularly.  She sent us a video, still, we were not able to recreate it in order to perform a corrective repair. We already knew that the $1113 repair was a lot for her budget; *** was open and transparent about the stress of the first repair and its cost to her.  So we did not want to create an additional strain on her budget for an issue that is NOT a safety issue, an issue that is intermittent, and one that we could not reproduce for the noise to indicate exactly what steps needed to be taken without additional costs to her.  I have her texts, and I can share them. 
  
   Kindly, 
  **** **********
  Executive Team for Scott Auto Group
  

  Business Response

  Date: 10/06/2023

  Some snapshots of friendly exchanges. She was polite and I was more than happy to provide her a high level of response to her concerns.

  Kindly, 
  **** **********
  Executive Team for Scott Auto Group

  ************ mobile

• Initial Complaint

  Date:07/22/2023

  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 bought a car from Scott Select on April 25, 2023. It’s past the time of the temporary registration. As of July 20, the temporary registration expired. I began calling them three weeks before the temporary registration expired and they said paperwork hadn’t been filed correctly. I kept calling and they told me we’re going to have emailed to tomorrow. Now, they’re telling me someone has to pick it up from Harrisburg but they don’t have credit. Without a registration, I can’t work, support my kids, get my kids to school. I drive for **** and **** so without this registration I’m literally unable to work. They keep giving me the run around. I should have had the title and registration after we paid for the car up front and they gave me a license plate.

  Business Response

  Date: 08/04/2023

  Unfortunately, we had a change of personnel in our title area.  There was a miscommunication between the new title clerk and the state.  She thought we had a credit available to resolve the issue faster rather than waiting for a check with our messenger service. We did correct the mistake and issued a check to Penn Dot to process the registration.  We got the registration and sent it over to the customer by July 25th, 2023. 

  We feel bad that this customers paperwork was delayed due to our error on top of the state also being backed up.  We strive to make every effort to have happy customers and would like to offer this customer a $100.00 gift certificate for all of her frustration.  

  Please have her call the Controller so we can issue this to her.

  Thank you.