Complaints

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• Initial Complaint

  Date:07/05/2023

  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.

  After two years of my jeep being in their service shop and zero communication, my jeep is leaking oil on my driveway and the spare tire is still missing. They told me in writing that the jeep would be restored back to factory road worthy conditions and my spare tire would be replaced.

  

  Business Response

  Date: 10/10/2023

  I'll start by saying how disappointing it is that the first action you take many months after your jeep was driven to your house for delivery, is to go online attempting to slander a small business' name and reputation, bypassing all other available methods to resolve any concerns you had.  

   

  The conversations revolving around restoration work were directly related to the body, frame and suspension/steering components of your **** Jeep, that unknowingly to me at the time of those conversations, ended up being devastatingly rusted. Borderline catastrophic to be clear. To further clarify, the discussions about "restoring" the jeep were brought about because there was only 1 body mount on the jeep that was still intact, making the jeep too unsafe to drive; anywhere... We discussed the steering that was also worn past anything that should see road use and fixing rusted out sections of floor pan, rusted through section of frame in the rear of the jeep (which you refused to pay for because the frame repair was going to go over the original estimated price - but we fixed it anyways). Also contributing to the discussion of "restoration" was the numerous suspension components and mounts that had pieces of literal scrap metal "welded" in, as nothing more than a death trap style repair, which would need to be cut off and appropriately repaired if the jeep was ever going to be drivable again. I also explained to you that the cylinder head needed to be rebuilt because once we were able to get the jeep running, it was noted that the cylinder head was leaking oil internally. This was not something we could have known beforehand given the non running or driving condition of the 35 year old vehicle that had been sitting for an undisclosed amount of time before we got it - after discussing the rust THAT WE WERE ABLE TO SEE, and the cylinder head needing to be repaired - all of which you we're understanding of at the time - you decided to fix the remainder of the jeep to get it to the extent of being in "drivable / road worthy" condition. AT NO POINT did we ever discuss rebuilding the motor, or doing any sort of internal motor work, transmission work, or differential work. It was simply never discussed or insinuated during any conversations or during suspension & steering repairs and the  "restoration / rust removal" process. I know 100% for a fact I never mentioned doing any drivetrain work beyond a cylinder head because the motor gave us no signs of needing further repair or leaking anything during the 30+ miles of test driving we did around the shop over the course of several days. I end this portion with a reminder that I also upgraded the shocks that got put on that jeep for free as well, approximately $400 value over a standard replacement set that you were quoted for.

   

  You will not get any argument from me when addressing your timeframe complaint. However, for the sake of perspective, I had to replace a couple of employees, I only had 3 at the time to begin with. I had to deal with the passing of my father. I was dealing with the shop's building lease coming to an end and trying to get situated to move, among a number of other issues that were out of my control during the time I had your jeep. Most of which you made aware of, and All of which inevitably resulted in the job taking longer than I ever anticipated, despite my best efforts. Again there is no argument from me on it taking too long, but sometimes life just happens and all we can do is deal with it the best we can which I did. 

   

  "Uncle ****" as you referred to him in your text message screenshot, is actually One of your close friends who worked for me during the majority of the time your jeep was ** the shop. One of Uncle ****'s job duties was to accommodate customers' questions, update customers, relay information to customers, etc. You have the Shop phone number, *****'s cell phone number, shop email and my personal cell phone number. I'm not saying that there was no room for communication to have been any better, but with that abundance of resources at your fingertips to get information during business hours and after, I dont think the notion that communication was non-existent is an accurate one. 

   

  If the leak on the Jeep is something that we caused and not just an old gasket on an aging drivetrain component that we DID NOT touch, then I would be more than happy to make the appropriate repairs free of charge. 

   

  As far as the spare tire goes, it was determined that it had to have been misplaced or possibly thrown away during the move into our new shop. As you were aware at the time, the tires on the jeep were heavily dry rotted and needed to be replaced, to which you said that you would handle that. A dry rotted spare on a ***** steel wheel could have easily been discarded as trash during the move. To kick this dead horse a little more, the only reason the spare was taken off was for us to fix rusted parts at the back of the jeep - free of charge. I told ***** "uncle ****" that I would look for it, which I did. I did not find it. He found a matching wheel and tire and I told him to get it and moved on about my day. It appears that never happened. I believe ***** delivered the jeep to you a day or two after that, so It never crossed my mind again. If you would have picked your Jeep up ** person instead of having ***** drive it to you then we could have remedied the situation on the spot. A phone call would have also been an appropriate measure to take once you got the jeep back and saw the spare missing. But instead of any of that happening this review is the first I'm hearing of it since ***** drove the Jeep to you. 

   

  I'd still be willing to replace the spare, but I will need you to send me a picture of one of the other wheels and tires so I can get the correct one. I'd also be happy to fix the leak if it's something that is on us. Let me know if that works. You have my number and you know where I'm at. God Bless. 

  Customer Answer

  Date: 10/10/2023

  Complaint: ********
  
  I am rejecting this response because: The owner has nothing but excuses, my Jeep was at his location for over two years with proof that it was never a priority. There is no need for pictures of my tires. I am requesting a refund on 300 to cove the rim and tire. I would never be willing for that shop to take my property again. As you can see in the text messages the owners response time is next to never. Only excuses on why he cannot complete a job in a timely manner. 
  
  Regards,
  
  *****************

  

  Business Response

  Date: 10/23/2023

  Since it is obvious that none of the factual information provided is going to be addressed or understood, I'll simply agree to disagree and move on from this; under one condition. I'll provide the requested refund of $300, when ********************* removes ALL of his one star reviews and signs a document stating that he will refrain from slandering me and my company moving forward. 

  As you will note from the examples that I have attached to this response, the amount ************ is asking to be reimbursed for is actually more than a brand new condition wheel and tire - note: the wheel example I have attached is just that; an example. The exact wheel and tire model that were lost during the move are no longer in production that I have been able to find, most likely due to the age of the parts. However, all ******************************************************* production currently are within a few dollars of each other regarding sale price.  

   

  Also worth noting, ************ mentioned more than once that he would be putting new wheels and tires on the jeep upon its delivery due to the original equipment not being safe to drive on long term. So I have to ask if this is really about reimbursing him for a tires that was not in good enough condition to be used, and a wheel that is multiple decades old or am I just being leveraged for more free stuff? The question is hypothetical and needs no response. My point has been made, whether or not its understood is not my responsibility

  I WILL NEED A RESPONSE ON THE REFUND AND THE CONDITIONS IN WHICH IT WILL BE MADE.