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:02/10/2025

  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.

  On 8/15/24. I brought the car in to get repairs done, they said it was the fuel pump and needed a valve cover gasket replacement. I told them to do the work, they said they did. It was still smoking actually caught on fire as I was test driving it down the highway pulled off on an exit and called 911 and had it towed back for them to fix it. they said they fixed it and I paid another 350 for towing and something like 200+more for them to fix it when they should have fixed it for free since it was their work, drove it home still had the same problem and brought it back again and they did nothing . After spending all that money had very little left and had to move to ky for a job and had to add oil a through out the drive which they said they fixed . Been saving money to fix car ( just been adding oil so it would drive )when it started to smoke really bad and engine light started to flash so I took it to tower's to get it fixed and they said (as you can see on paperwork provided) that the valve cover gasket was blown out and almost nonexistent. They charged me for work not done and they did the fuel pump repair and nothing was tightened down I had to tighten the screws myself and there was no grommet or whatever it's called to seal the fuel pump. Now it smokes so bad I can not drive it . I would like my money back for not doing the valve job and for messing up the fuel pump , they are the only people I have brought the car to for repair until now I dont know if I can get money back and have them pay for the work needed to make car run properly again if that is possible I would like that please. I can not get to work because of it and have 2 weeks to get this fixed . Please help I should not have to be going through this and should not have to bring the car to another mechanic to see if the work was done at all or done correctly. Thank you so much for the help. you at the bbb do a great job helping people like me and I thank you for what you do. Sincerely, ***

  Business Response

  Date: 02/20/2025

  Dear *****,

  Marshallautomotivellc explained to you that your car was not worth fixing it had multiple oil leaks, multiple codes, smoke coming from the engine, exhaust leaks, The engine was worn out with major blowby and visible signs of rodent damage throughout the wiring we advised you the car needed too much to be repaired properly. You explained you had no money to repair the car property. You begged us to repair what we could just to get you to another state you were moving. Marshallautomotivellc did repairs to get you by till you could move states. And in doing so we explained to you that this is a temporary fix by no means is your vehicle repaired fully.

  ***** you returned to Marshallautomotivellc later saying your car caught on fire and you needed help. We inspected your vehicle and explained that the fire was most likely caused from the rodent damage there was massive rodent damage done to your vehicle where the vehicle had been sitting for years. We at Marshallautomotivellc repaired your vehicle with little to no charge to you. The work we preformed was discounted to help you out and we paid for both tows. And again, we explained to you this is by no means a full repair you need extensive repairs to this vehicle. You again stated you just needed it to run to move out of state. 

  First off--Marshallautomotivellc has not seen or heard from you since Aug-15-2024. You have not reached out to us either by phone or email or mail. And now you're writing to the BBB about your experience with our company? 

  Second off--We at Marshallautomotivellc have not seen you in 6months we don't know what you have done to your vehicle or who you have had work on your vehicle. We can assure you we did not use 'WIRE NUTS' that is something used in home repairs. We are an automotive shop we do not use those items, nor do we have them in our shop. Which goes to show you have done your own repairs to save money or had someone else do the repairs for you!!

  Third-- Marshallautomotivellc does not conduct business like that. We are a family-owned business, and we conduct business as such We are willing to help everyone no matter their situation or means we offer a variety of help to all our customers like we offered you a financing company to help with the cost of repairs or suggested buying a car warranty. Both of which you turned down!! 

  In the future, please take advantage of all programs that could help you fix your vehicle to factory standards. Or listen to someone when they tell you your car isn't worth fixing or it needs too much to be repaired properly Thanks!!

  Customer Answer

  Date: 02/21/2025

  No the business has not contacted me in any way . No I am not satisfied.

  It would not let me answer on the other page.

  Please continue with this BBB thank you so much I have faith you will make this right. Thank you for your help 

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22912914
  
  I am rejecting this response because:
  This is an out right lie. They told me it needed a valve cover gasket and a fuel pump  and replaced the fuel pump and valve cover gasket. And that was it. They never said to junk the car . Or anything like that. They did not pay for the towing I can show recipes through my bank that I paid for the towing. I did not and can not do my own work I have no tools. I have had no other work done to it till now. And as you can see in the paper work I included here that they never did the valve cover gasket.. I can't believe they would lie like this . But I can get you any paperwork needed to prove what I am saying is true . I will copy the towing expenses from my bank account and I'm sure the BBB will see the truth. I will get everything together. And when the truth comes out I am sure the BBB will lower the rating of this place as should be. 
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 02/21/2025

  These should be me paying the tow company through **** with my bank I dont deal with cash much so I paid them like this . They are out of la vergne tn 37086 

  There number is ************ 

  And when you see that they are lying about paying for the tow then you will understand they are lying about the rest . I have trust and faith in the bbb to get this sorted out . Any further information you need just ask . 

  Btw they did not know I was leaving the state they must have just read it from you're paperw of what I sent you and made it up from the there . They never said anything about rodent damage or anything like that. Also there was no discounted rate after I brought it back  and I can prove that with bank receipts if you need them of exact amount thank you

  To be fair i did not say they did the wire nuts that was just on the paperwork from the other place.just like the rodent damage was on there too which proves to me they just made up what they wrote in their response after reading it . Thank you bbb I know you will see through their lies. Anything else that the bbb needs please let me know. 

  Customer Answer

  Date: 02/21/2025

  This is the job I was supposed to get before I left the state

  Customer Answer

  Date: 02/21/2025

  And that is from a different email that was filled up and they wanted me to pay for a subscription to give me more space to use it and I just started using a different email. That email is 123thomasjames that's why they thought my first name was ******. Just to be clear on that. Sorry I am very upset with this . I know you will do the right thing any other info you need i will provide  thank you

  Customer Answer

  Date: 02/21/2025

  O ya and I did have my breaks done at a break shop down the road from them because I did not want them working on my car any more. I can give you that information if needed 

  Customer Answer

  Date: 02/26/2025

  I would like to know if you need any more information and what you would like I can pull up bank statements and would need a day to do that, I would have to request the information from them

  Thank you

  Business Response

  Date: 03/09/2025

  Marshall Automotive has not seen you in 6 months and if you had a problem with our work, you should have reached out before 6 months. Marshall Automotive is not going to pay you for doing your own mechanic work and we are not going to pay for someone else's mechanic work! We stand behind our work we give a 12 month 12-thousand-mile warranty. The only thing we will offer you is to have you bring your vehicle in and we can look at it free of charge and if it's something we did we are more than happy to fix it. And if it's something we didn't do then we can give you a price quote on getting it fixed. (NONE OF YOUR SUBMITTED FILES MAKE ANY SENSE) not one of your receipts show who they were paid to at all it only state's the amount paid. The **** ***** says you only paid for a ****************** not a tow! Where is the paid receipt showing you paid ($251.00) for a tow?? Where's the paid receipt showing you paid $331.25 for another tow ?? We have no reason to lie about anything we have statements showing the correct information. Your paperwork you submitted does not prove anything you are claiming! .. PERIOD We are offering to look the vehicle over for free of charge to resolve the problem take it or leave it that's on you.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22912914
  
  I am rejecting this response because:

  This is not about wire nuts. You keep talking about wire nuts. I already said you did not do the wire nuts . And I guess you saw that after you're last message and somehow deleted it .Read it last night and now there's a different message. This is about the head gaskets that were supposed to be done and the fuel pump. You can see that the place here said they were non existent pretty much. An needed new ones. I see you're receipt for the tow. If that's the case then they got both of us on that one because I paid for them too. This is about paying for head gaskets that were not done. I did not do any work to the car except tightening the fuel pump down because when I took it from you're shop I immediately went and filled the gas up and gas was pouring out the back and I drove it right back to the shop and the *** said there must be a hole In the top of the gas tank and there was nothing he could do about it. It smelled so bad if gas I had to check because there was a square cut out of the back trunk part where the fuel pump is that I was told that was already there from the previous owner. So I took a look and saw that the pump was not tightened down at all and that is where the fuel was pouring out of. I tightened them down with gasket and fuel has not come out again and smell dissipated and finally went away. I fill it up every time. If the head gasket was done it would not be smoking at all on start up . You know this. I will add the receipts for the tows and you can see that i did pay for it. I just want the money back for work that was not done that I paid for. That's all that's fair. I did not work on the car. I had no one else do work to the car. When I get it done I will take pictures and video of what ever shop does It for evidence . Talk to you're man that supposedly did the work before I do that so this ends now . How embarrassing will it be for me to video the fact that your shop did not do the work. I will get the receipt for the tow from bank and add it on here.  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/21/2025

  James 
  Marshall Automotive has already made you our final offer. Bring In the vehicle for us to inspect and as we said if it is something we did we will repair it. If not, then the repair is on you. We stand behind our work (WE DO NOT GIVE REFUNDS). In your second letter you stated you *did not work on your own vehicle and that you did not know how to work on your own vehicle..But in your last complaint letter you stated (After leaving our shop you worked on your own vehicle you stated you tightened up the fuel pump) ***** you are obviously not a mechanic or you would have never brought your vehicle to us In The first place. So who knows what you have done to your vehicle while you were repairing it! As we stated earlier we will not pay for you damaging your own vehicle while trying to repair it. And we will not pay for someone elses repairs. You went from a (FUEL PUMP & VALVE COVER) to now a (HEAD GASKET & FUEL PUMP) A head gasket was never stated in the first complaint letter. And we also never repaired a head gasket. You have no receipts that prove anything. You have done nothing but falsify information. Fact of the matter ***** is you are obviously in some type of financial hardship or financial ruin and looking for a payout after you damaged your own vehicle either by doing your own repairs or having someone else do the repairs. Just because we worked on your vehicle does not mean we are liable for everything else that goes wrong with your vehicle. Marshall Automotive understands times can be tough and thats exactly why we are offering free of charge to look over your vehicle. 
  
  After the BBB has read all your complaints, they can see that you have only proven that your story has changed multiple times. You have not submitted one piece of factual evidence. All you have asked for is MONEY ( Not once have you stated you just want you vehicle repaired ) We ask at this time that BBB please remove this fraudulent complaint as they can read and see your complaint is full of lies and dishonesty and misleading information. Marshall Automotive is a honest and truth worthy company we have proven our case. We have offered Mr. ***** in every reply to look at his vehicle for free!! And as anyone can see Mr. ***** only wants money ...Thank you BBB

  Customer Answer

  Date: 04/03/2025

  I responded back as soon as I got the last email. Did you not get it? 

  I said this is not about anything except the work that was not done. The head gasket job was not done but they charged me for it . And the tow I was charged for. I have been waiting for you're response.? What's going on . Please get back to me **** so I know how to continue this . I want my money back for the work that was not done. It clearly says in the paperwork that the head gasket job was not done and they were pretty much non-existent.i just want my money back so I can get the work done on it that needs to be done. I don't understand why this is so hard when I have paper work saying it was not done? Please get back to me.and do not close this. Thank you

  Customer Answer

  Date: 04/03/2025

  In the paperwork I have provided it clearly states that I paid for a valve cover gasket replacement and in the other paper work I have provided it clearly states the valve cover gasket was blown and seeping out . They did not do the job . Sorry I said the wrong part. But the paperwork clearly shows what I'm saying. Please stop the nonsense. I can not bring the car to them clearly. I am in a different state and way to far away. And I would not want to bring it to them anyway after this . You can not blame me for feeling this way.