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:12/12/2023

  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.

  They did not perform the required repair. They did not fix any of the problems at all. They diagnosed the problem, charged me for a diagnostic, but did not provide a copy of a diagnostic report on paper and then replaced parts that were not needed - that were not the source of the problem. In plain simple English and very simple to understand - they guessed at what was wrong with it and charged me ******* with no solution. They told me afterwards that I would have to take it to the dealer to get it fixed. I ended up taking it to someone else (not the dealer) that correctly diagnosed the problem, fixed it with no problem for which I had to pay for a 2nd time out of my pocket. Please reference my letter attached as regards to their supposed policy and guarantees which they have not stood by. I sent them the attached letter via certified mail and have received no response. If someone can contact them and let me know what I need to do to come to a resolution on this please. Thank you kindly, ***** *********.

  Business Response

  Date: 12/14/2023

  ***** ********* called 10/11/2023
  and needed us to check his 2020 Dodge Ram 1500. He stated that when trying to fuel
  up the truck with gas it would not go into the fuel tank. He put a hose into
  the filler and could not get it out. My technician looked at the vehicle and
  determined that the fuel filler hose and tube needed to be replaced to get the
  garden hose out the customer put into his own filler to pump gas into his tank.
  I have attached a copy of the invoice from 10/11/2023. It shows a diagnostic
  fee, the labor and parts to fix what the customer damaged. This repair needed
  to be done to check why he was unable to put gas in the tank. The issue of not
  being able to put gas in his vehicle was not taken care of initially on
  10/11/23. The customer called us 10/31/2023 and demanded we tow in his truck
  because we did not fix the problem. We towed the customer’s truck from **** ***** *** **** VA Beach to our facility and did not charge the customer. He stated
  that he still could not put gas in his truck. The same technician diagnosed the
  problem this time. We informed him that there is a TSB bulletin from the dealer
  about the fuel tank replacement which would fix the issue he was having when
  trying to put gas into the gas tank. (TBS 14-001-22 is the fuel tank replacement
  bulletin). We called the customer and gave him an estimate for the repair to be
  done. The customer refused for us to do the repair, picked up his truck and
  left. I have attached the invoice from 10/31/23 with no charges to the
  customer.
  We received the email with a letter attached stating that he had the work done
  but there was no description on the parts, labor, total he paid or what repair
  was done to fix his issue. *******, one of our managers, knows this customer
  well and he tried to reach out twice with a phone call and he has not received a
  response. 

  Customer Answer

  Date: 01/26/2024

  Thank you for all your efforts and keeping us updated as we've said in the past and made it quite clear that we have been completely transparent and honest about what transpired.  It's very obvious Finks has not done the same thing.  They took our money on the pretenses of fixing the problem with the truck and they didn't fix anything. 

  V/R, 

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

  Business Response

  Date: 01/31/2024

  From: ******** ***** ************************************ 
  

  To whom it may concern:

   

  I have responded. The customer refuses to accept my response. I will not refund his money. I know for a fact we did diagnose the issue, gave the customer the estimate and the bulletin regarding this specific issue. He refused to get the work done with us. We fixed a problem he made when he shoved a garden hose in the filler neck. It was not an unnecessary repair. I refuse to be bullied into a refund. I appreciate your concern and handling of this matter, but this is my final response.