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:01/12/2024

  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 car for in for oil change, brakes and rotors. A little over a week later my engine blew up due to the fact they put the wrong oil filter on my car (the oil filter didn't even s**** on properly, it didn't even engage with the connector and just spun) prior to this I had only been driving to & from work & this was my first car ride more than a few miles. **** I contacted the shop no apology was given at all, not even just for the inconvenience. I was not offered a rental, I was fortunate to borrow a car from work. After a month in the shop I received the car back with a used engine comparable to what I previously had and I only continued to have issues. During this time I had stopped making payments on the balance I owed them, by this time half the balance was owed. It was also never brought up when I would resume payments, after many visits to the shop for check engine codes. I also was never given any information on the replaced engine even after asking multiple times for it. Because of faulty connectors on the starter they also had to replace I had to buy a new $200 battery, because my battery died multiple times. Again no mention of my previous balance. A little over a month after receiving my car back I now started to have transmission issues and was told it would have to be replaced. I made a comment about going to trade it in before I put anymore money in to it. I was then given a balance of money owed but this time I owed more than $200 than my previous balance. I am out a total of $1200 ($200 for a battery and $1000 on a down payment for a used car) bc of this company's mistake and never once receiving an apology for the inconvenience (they obviously would not admit to their mistake). Also not to mention I had to call for updates because I was never contacted at all about the status of my car while in their shop. I would like my balance cleared, I will never contact them again or take my car there, I believe its the least they could do.

  Customer Answer

  Date: 02/05/2024

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Gilmore Service Center, Inc. regarding complaint ID ********.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 02/22/2024

  O:                  BBB Serving Central ********

                          *********************************************

  Gen *****, **  23059

   

  FROM:           *******************

                          Gilmore Service Center, Inc

                          *******************************

                          ********, **  22701

   

  RE:   Case # ********

   

  Dear BBB:

   

  *****************************, ************************************************** came into our business on October 6, 2023 to have brake calipers, ** Safety inspection and an oil change done on her 2005 ****** 4Runner which had ******* miles documented on the odometer.  She stated to us that she had previously replaced the engine with a used motor that had over ******* miles on it.   We performed the repairs that she asked for.  **************** picked up her vehicle and was driving in King ****** County when her oil light came on.  She drove the vehicle until it stopped working.    She called a friend who picked up her vehicle and took it to their house and they then realized that the filter was incorrect.   This was over the weekend and on the following Monday, she called us and informed us that she broke down on the side of the road and had it towed to her friends house where they stated it was a wrong oil filter.  We immediately sent a tow truck out to retrieve her vehicle.  We determined that our new employee that put on the wrong oil filter and caused the motor to seize up.   We informed **************** of our error and stated that we would replace the engine with a comparable used engine at NO COST to her.    She stated to us, before we even had a chance to offer her a rental vehicle, that her employer was going to let her drive one of their vehicles until hers was fixed, never indicating that she needed any kind of transportation while we had her vehicle.   We would have gladly provided her with a rental vehicle had she stated so.   We focused on looking for a comparable engine for her so that we could get her vehicle back to her as quickly as possible.  She contacted us periodically about updates on her vehicle and we complied with the status on finding an engine.   Once we were able to locate one, we got it delivered to us as soon as possible (paying all fees and delivery charges) and quickly installed it adding all required fluids, etc.  As this was our error, we took full responsibility and covered all the costs that involved getting the motor and installing it.   While installing the engine we determined that the alternator was bad and informed ****************.   We then informed her we were replacing the alternator at no cost to her.  After getting her vehicle back, Then her check engine light came on and we ran a diagnostic on the vehicle and determine it was a faulty catalytic converter.  This had nothing to do with the engine.   We did not charge her for the diagnostic work to determine this.   She brought her vehicle back again because she was having problems with her battery.  We replaced the battery, again nothing to do with the engine.   She came back again and stated that the vehicle was shifting funny.  We ran another diagnostic test (no charge to her) on the vehicle and determined that her transmission was malfunctioning, again nothing to do with the replaced engine.   She informed us that she was not going to fix it and decided that she going to purchase a new vehicle instead.   

   

  We feel that we upheld our responsibility and covered the expenses that resulted from the engine seizing up due to our mistake and we never hesitated to service **************** when she had vehicle issues.   If we felt it was the result of our error, we never asked her for payment.  However, the cost for the other repairs that had nothing to do with our error prior to and after replacing the engine should be the responsibility of ****************.    

  
  

  Customer Answer

  Date: 02/22/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Gilmore's states they replaced my battery, I payed $200 to them to replace battery. Additionally, my previous balance that had not been discussed until I indicated I was going to try and get another car now had another $200 added to the balance, making balance more than the initial quote was. I never had any issues with this car until the motor seized up, due to their staff error. And Gilmores did not know the engine had previous been replaced til after their s**** up, I didn't know it had been replaced until the previous owner told me while all this was going on. Again because of their simple mistake I had to come out of pocket for a used car that I can not afford. I think as a courtesy they still should clear balance and they will never hear from me again. 
  
  Regards,
  
  *************************