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:01/30/2023

  Type:Product 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 purchased a soft cover convertible top in March 2021. It came with a 3- year warranty from E-Z on Auto Tops, the manufacturer and a 5-year warranty from the installer. In September 2022, I was driving with a client when I literally heard water sloshing in the bottom of the car. The top had shrunk considerably, and water was coming in buckets. I spent the rest of the season dodging rain, drying out the vehicle, using Damp Rid on the carpet and putting up with the smell of mold. I could no longer use the car to transport clients.
  
  I called the installer Jim W*******, who owns A Discount Mobile Service in **********, FL. He took several months working with E-Z on Auto Tops on my behalf. At first, he told me I would get a new top and new carpet. Then, he told me he had come over and take more pictures. Then he came over to look at the cables as E-Z on claimed my cables must be broken. They were not. At that point he again stated that E-Z on would replace the top. Then he called to say that they wanted him to check the cables again. Just before Christmas he came back and said, and I quote: "They said no free top because nobody else is complaining about shrinking tops. I asked if they would pay for some of the new top, she said they would call me." He was talking about Ashely W**** of the Warranty Department. I have been attempting to contact Ashley ever since and have not received the courtesy of a return response.

  Business Response

  Date: 01/31/2023

  Morning 

  We were informed on 1/16/23 that the customer had sold the car so we stopped and did not proceed any further with warranty claim -our warranty only covers manufacturing defects or glass delamination for 3 years from date of install-this looked like a frame misalignament or windows not reset after our top was fitted by installer -this issue has been closed and is not active in our system as the warranty is not transferable and only available to original purchaser 

   

  From: james w******* <****************************com>
  Sent: Monday, January 16, 2023 22:05
  To: Ashley W**** ********ezonauto.com>
  Subject: 97 toyota solora warranty , leak from shrinkage or too tight
  
  External email
  received outside the organization – use caution with links, attachments, and
  responding]
  
  customer sold car , stop warranty claim

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I NEVER SOLD or INSINUATED THAT I WOULD SELL MY CAR. In fact, the court brief I am working on has a section about what a great vehicle this is, and how I intend to drive to 200K Miles. My car currently has under 100K. I unequivocally reject this outright lie.
  
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 02/01/2023

  This is the information given to us by your top installer whom you chose to do business with-please reach back out to the installer and ask why he told the manufacturer to not proceed with any warranty due to the fact that his customer had sold the vehicle

  Afternoon Cindy

  In addition to my response via portal -if we send a call tag to the shop and she still has the car we will replace the top without admitting fault as it looks like a car frame or window readjustment issue …

   

  Customer Answer

  Date: 02/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  

  1) My name is not Cindy.

  
  2) The Installer has stated to the company that the frame, cables and windows are in good operating condition. EZ on Auto had the installer come out twice to examine and photograph the car. He found no faulty parts other than the shrinkage of the convertible top.

  3) What is a “call tag to the shop”? Please explain exactly what you are commenting to.  I have no intention of incurring any costs on a top that failed in 16 months. Or waiting to go through another rainy season.

   

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