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:09/11/2023

  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.

  this happened on 9/8/2023 and the issue is that i was charged for something i did not agree to have done. i have receipts for the transactions and i never agreed to have any work done.i was trying to get my a/c looked at and they couldn't give me any estimate of how long it would take to look at it or anything and i had gotten there at eight thirty in the morning. eventually after asking again they told me sometime after twelve. so i heard from them around three thirty the same day and they said they still wanted to check one thing before coming to a final conclusion. never heard back again that day. waited patiently to hear from them the next day and hadn't by ten so i called and was told they would call back. hadn't called me back by twelve so i called again and was told the technician was at lunch and would call me back. weird because i had not agreed to have any work done yet. no one had called me by four thirty so i called again. they told me they hadn't started on the a/c repair yet but they have the part. this is an hour and a half before they close on the second day my car has been there and again i had never agreed on the price they told me. then they charge me $300 for diagnostics and for something they did that i didn't even agree to have done.also i have attached a screenshot of the owner texting with me. i asked him how he thinks it's okay to charge someone for work they didn't agree to have done and he tries to tell me i agreed to it over the phone but i assure you that never happened. they gave me a $950 estimate which apparently didn't even include the $300 i was already going to be charged and then they even told me they would check something else and get back to me before making a conclusion and then they never even called me back that day. they charged me $125 for labor and $175 to have the hvac recharged or something like that and i never gave them permission to do this. also the only labor they did was attach my license plate.

  Business Response

  Date: 10/25/2023

  customer sent an email to us that was sent apologizing for the words that were said. We did nothing wrong except provide a service he felt we should do for free. He attacked my employees and threatened them and this isnt ok. His parents are loyal customers of ours and they apologized for his actions. saying that he has threatened to kill them. We handled this the best way we knew how without confrontation. The attached email shows that

  Business Response

  Date: 10/25/2023

  this something the customer apologized for. we did nothing wrong except provide service. Customer was upset he had to pay for the service and got irrate. He threatened employees and was asked to leave. He has since apologized and the attachment is him apologizing.

  Customer Answer

  Date: 10/25/2023

  Complaint: 20580172
  
  I am rejecting this response because: they are claiming i threatened them and i never did that. i'm more than open to letting them prove that if they think i really did that. all i did was call and use profanity and talk about how i wanted to speak to the owner and how i want a refund. also they NEVER "asked me to leave" because i didn't show i was upset until after i had left and i called them. i did say "wow $300 for nothing, that will ruin your f*cking day" before i left but no one asked me to leave after that. so yeah they need to get their facts straight and stop making stuff up before i decide to accept a resolution. 
  
  Regards,
  
  *************************

  Business Response

  Date: 10/25/2023

  So here is the deal. I run a business and run it daily and every once in a while, this happens. You go to the doctor and want to know what's wrong they charge you for this. This is the same thing as we provide. You don't understand the issue so you go in a diagnose the issue and explain the problem and its up to you if you fix it or not. I'm not going to go back and forth. What we did does nothing to warrant this kind of behavior. I'm sorry we had to charge this but my techs don't work for free. ****, I'm sure deep down you are a good guy but all of what you caused was way overboard.

  Customer Answer

  Date: 10/25/2023

  Complaint: 20580172
  
  I am rejecting this response because:  this is garbage. like i *** before, another company told me the exact same problems for free. also ****************** told me i needed a brand new tire and another place was able to patch it easily. point is no matter what they say about doctors or whatever, they are dishonest and it just goes to show that with them making things up about me. pretty sure they shouldn't be lying about things to the better business bureau either so that's crazy to me that they are doing that. like by saying they had to ask me to leave and claiming i threatened them. i did send an apology letter and they could have just realized why i was upset and handled it better but instead they have tried to make me look bad and said things about me that aren't true so yeah. whatever they wanna do i guess lol
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/30/2022

  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.

  Company diagnosed my sons truck with specific repairs that would fix the truck. Agreed to such repairs. Repairs were said to be completed. However, from the time of pickup, low pressure oil gauge was beeping. ******** stated it was fine and due to a faulty gauge. The truck did not make it home. Called the shop back and spoke to the tow truck driver. Her gave me the mechanics phone #. Mechanic came to the house Saturday morning and did not know what was wrong. Shopped picked towed the truck back to them in 8/1. Over the next 3 days I spoke to the owners son ******. He agreed to look at the truck to see what happened. He admitted they should not have had us take the truck with the oil pressure gage on. In the end the motor is blown due to mistakes made by his mechanic. On 8/3 we spoke and he stated he would sleep on it and let me know what he was willing to do. A few options, credit the money paid towards a new motor or give a full refund. On 8/4 I called several times to be told ****** would call me back. He never did. I requested the truck be returned. On 8/4 it was towed back to the house. Police had to be called b/c we refused to sign release of liability paperwork. The driver called ****** and ended up leaving the truck without signing the paperwork. ****** said he would return all old parts removed. All we received back was head covers. This tells me I was charged for items never replaced in addition to taking them a truck that was drivable and was said to have a strong well maintained engine by the mechanic to now having a truck with a blown motor they will not accept any responsibility for. I disputed the charges with my credit card company but was not successful as the credit card company had a receipt. No further investigation was done by the credit card company. Charges were nearly $1700.00. Estimated now to cost in excess of 5K for a new engine.

  Business Response

  Date: 10/10/2022

  So the customer called in and said what kind of a truck she had and the problem. She explained that she had the truck at another shop to get the oil pan gasket changed. She was then told that she needed a timing chain because all of the pieces were in the oil pan and they sent her pictures which to this day I haven't seen. She asked if we could take a look at the run ability issue since truck wasn't running correctly since she had gotten it back. She dropped it off and checked it out. Right off the bat we noticed the coils were broken and hanging there so we told her that needed to be fixed first which required changing the valve covers since they mount directly to it. We pulled the valve covers off and cam gears and solenoids were never changed when this other unknown place fixed it. Us trying to be nice we had two gears and two solenoids here and we gave them to her at no charge. The truck was running better and they took the truck and since the truck was driven so long the bearings spun when it was fixed. She wants to blame someone for her issues but we didnt break it. She knows it was already broken upon bringing it. The truck has over 200k miles on it 

  Customer Answer

  Date: 10/10/2022

  Complaint: 18145027
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

  The response from the business is partially accurate. First, when I contacted ******, I did explain to him the issues we were having with the truck. I also advised I was not interested with dumping a lot of money into it. My inquiry was to ask what the charge was for a diagnosis and if he would quote me on what it would take to fix the truck. He response was $115 for diagnosis and he would let me know if it would be worth fixing. My son drove the truck over to his shop that afternoon. I met my sons there. I spoke to ****** and he assured me he would let me know what they saw when they looked at the truck. He called me later that afternoon and told me the core issue he mentioned in his response. He quoted a little over $1300. He said it would fix the truck. I agreed to the charges. The next afternoon my son and I came up to pick up the truck. When we arrived we waited for over an hour. ****** and the technician asked my son and I to come into the shop. They said the truck had been running for the last hour while in the bay. The technician went to pull it out and it had some issues. They explained it was a cylinoid. They had extra there that AT&T had paid for in a previous job they ended up not using so they would give me the parts and charge 100 for labor. The truck would be ready the next day. I asked other than the new diagnosis was there anything they saw that we may need. The technician stated no. In fact the engine was strong and he could tell it had been well maintained ( we have all service records from the day the truck was purchased). The next afternoon we returned to pick up the truck. ****** stated upon replacing the passenger side cylinoid the driver side had to be replaced too. I was charged an additional 300+ from the original quote for the 2 cylinoids. The technician said the truck was running as good as new. I paid the nearly ****. This is when we noticed the low pressure oil alert. The mechanic assured it was all good, just a faulty gauge. We live approximately 7 miles from the shop. The truck died, began smoking, and had a chemical before we made it home. I have the tow truck driver in video admitting errors of the mechanic and anger issues with ******. (This took place when the driver came to tow the truck back mentioned in my original complaint.) He went in to inform me he is embarrassed to work for this company he had worked for since the mid 80s. Al I all I have close to an hour of video where he tells of issues with other customers and this particular tech footings poor job. He said in all cases ****** will never admit fault and will blame the customer. I did not mention how ****** cursed at me and was very unprofessional in my original complaint as I was not attesting to destroy his business rather trying to remedy bad business. At this point I have given more than enough opportunity for ****** to right their wrong. It is apparent to me he will never do so. I am out **** and now have a truck with a blown motor due to errors their shop made. If needed, I will be happy to submit all video to the BBB. 

  Business Response

  Date: 10/12/2022

  So no matter what you say or do it will never be right. If I really thought that we were in the wrong then the money we refunded already. We offered to tow the truck back in at no charge and look at the problem. We took a look and you were told the motor is locked up. We didnt break your truck it was already broken. My technician which his heart is bigger than his brain sometimes was trying to help you because mostly he felt bad for your son. I offered to pull the parts off and put back on your old parts and refund most of your money. You didnt wanna do that because in your family tree they are all master technicians I'm assuming from what you said and they said it might be a serpentine belt. I offered to tow it back to your house and my wrecker driver did again at no cost. Then I sent a paper with him to have you sign we were done and this was it. Then you refused to sign it and called the cops on him with your husband standing out there and you werent even there. You told the cops my wrecker driver was stealing the truck from your house and he was sitting at your house trying to do what I asked. I mean everytime you try to fix a car that is so far gone its a ******. Customers always have a right on anything. You approved the work before we did it i have that recording as well and we told you what we found and you kept wanting a guarantee and you were told that there is no guarantee but you can only fix what you see. We did what we said you just dont like the outcome. The money paid is still in dispute because you told them this same story. So the money you paid for services rendered is still in limbo.

   

   

   

  Customer Answer

  Date: 10/12/2022

  Complaint: 18145027
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

  To any consumer considering this business, Let the responses speak for themselves. ****** will never take ownership for any wrong doing. At the end of the day he diagnosed the truck with what was needed to fix it ( truck was misfiring). He had the option before working on it to let me know it could not be fixed or the cost just would not be worth it. Instead he said he could and would fix it. The truck drove to his shop but never drove agains after he fixed it and took the money.  In response to him offering a partial refund to remove all new parts and put the old ones back on, I declined because he was willing to refund $600 of almost $1700 and the truck still left with a blown motor that did not enter his shop that way. In fact, I am not sure he did not replace the new parts with the old ones for the few days it sat at his shop waiting for him to replace-look at it. He was supposed to send me all the old parts but all I received was Vals e covers. In response to my family being master technicians, this again is an example of ******* twisted way of thinking. I did mention my deceased father had always been my mechanic so taking one of our vehicles to a shop was new for me.In response to advising the police the tow truck driver was stealing the truck, that is a full fabrication on Dustins part. I was not present but my husband was. This is all on video so I was watching it live as it was happening.  In response to the truck was old, this is true. However, we have all maintenance   records for the 1 owner truck and if he felt it was old then why say you can fix it and take someones money? In response to this not being resolved, this is true at this time. Next stop civil/small claims court.