Complaints

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• Initial Complaint

  Date:02/05/2024

  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 took my 2012 Land Rover Range Rover HSE to Kents Alignment on February 1, 2024 for a coolant leak. The owner ***** opened the hood of my car, peered in with a flash light and said "Oh yea this is definitely the water pump". I then asked how much that costs and he said he would call me later that day with an estimate. I never received a call so I called back on February 1, 2024 at 4pm and asked for an estimate. ***** said the car was completely taken apart and that he would have to get back to me for how long the job would take, then he hung up.I was very confused and upset that my vehicle was unassembled without an estimate. On February 2nd I received a call at 3pm that the vehicle was completed and it was $1420.73. I went down there and was assured that the water pump and belts were completed and that he ran the vehicle for 2 hours and no coolant was leaking. I took the vehicle home and the very next day the car warning "Low Coolant" came on the dashboard. I called the shops as soon as they opened on Monday and ***** said "**** I told you we put a water pump in and we would have to see". He was extremely rude, non-apologetic and said he could take vehicle back in and give me a new estimate for more work.I took my car to another shop and all that was needed was a plastic housing for the coolant. My vehicle was misdiagnosed and I was drastically over charged.

  Business Response

  Date: 04/03/2024

  On or around January 29th. 10:30 am, the subject arrived at my shop and complained of a large antifreeze leak coming from the front of her car, we both walked to the car and could see a antifreeze leak coming from the front of the engine. With a flashlight I pointed out the leak both of us could see coming from the waterpump area in the center of the car. Fast forward she claims the only thing that was wrong with her car has a holding tank that is on the right hand side of the car not in the center of the engine around 3.5 ft away
  
   She agreed where the leak was coming from and instructed me to replace the pump. I explained to her that land rover's cooling systems are designed very poorly and most cooling hoses and water housing were made out of plastic and that a number of items needed to be replaced because the plastic becomes brittle and breaks. She declined and instructed me to just replace the waterpump. Land Rover *** recommends replacing the entire cooling system when it fails around ******* miles on the vehicle, I believe the ** in question has over ******* on it.
  
  She called the next day after she dropped the ** off, with a demanding voice and wondered why her car was not repaired, she told us needed it to get to Providence on Friday. ** explained to her that the parts for this car were not readily available and had to be special ordered from my vendor in randolph *** She also kept telling ** she should have never bought this car,she also communicated to us that all of her friends told her not to buy a *** I then told her I could not give an estimate till the car was disassembled due to the fact that there was a massive oil leak leaking on the belts that run the waterpump and the alternator and could not see the extent of the damage and there could be other coolant leaks and radiator hoses that need to be replaced.
  
  
  During the repair we had to clean the front of the engine due to a massive oil leak before installing the water pump, piping, and belts. There was so much oil on the belts that it was deforming the rubber belt and hoses. It was very clear that the car was never maintained properly and neglected. On Friday After the repairs were done we ran the car for over 2 hours on a clean floor with no leaks present. When she showed up she could care less that I explained to her that the rest of the cooling system may fail and the oil on her alternator will most likley cause it to fail. Again she acted like this situation was benether her. When She paid the bill I stressed to her to keep an eye on the car for any antifreeze leaks and if there is a problem contact us right away and she took off.
  
  
  We received a call from her on the following Tuesday {not on monday she claimed to have called, leaving 3 day lapse} and were met with her yelling at us on the phone. I have witnesses that can attest to this fact. I did explained to her that this may happen and to bring the car back and must give us the opportunity to check our work. She refused and called us more names and hung up on us.
  
  
  Lastly, she has no expertise with diagnostics in the automotive industry to claim she did not need a water pump and that the only thing wrong with her car was a holding tank. She is just assuming with no evidence to her claim, granted her tank may have failed after the repairs however her water pump was defective. I took pictures and still have the waterpump that has a shot bearing and is stained with antifreeze. If she and her husband (who had no first hand knowledge of this situation) continues to slander me on line I will take appropriate legal action 
  
  
   
  Sound, Lighting & AV