Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:08/27/2022
Type:Status:ResolvedMore 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.
Needed service done on my truck ( timing gasket, smoke test to find a vacuum leak, water pump, tune up, and fix a slow leak in a tire ) was told to drop it off while I was on vacation and they would get to it, after returning from vacation ( one week ) the shop didn't do anything but fix a leak in the tire said they looked at the vacuum leak without doing a smoke test which was requested and charged ****** for this. After discussing my options the receptionist said to bring it in for the work in two weeks for a week and promised it would be done, after dropping it off when they requested they said they would credit my bill for the ******* for no service done and didn't, after not hearing from them in 4 days I contacted them and they told me then they haven't even pulled it i to the shop and the work wouldn't be done for at least another week. I had to rent a vehicle to get back and forth to work for that week and couldn't afford another week without my truck, was great in the past but would not recommend there service based on this experience
Business Response
Date: 09/14/2022
Business Response /* (1000, 8, 2022/09/08) */
Dear Mr. ******,
In response to your complaint filed with the **** we would like to apologize for the unusual delay that you experienced concerning the scheduled service on your vehicle at Automotive Specialty of Suffolk, Inc. Clearly, you should have been notified of the new service timeline for additional testing and repairs, and given the option to reschedule. Again, we apologize for the lack of communication and for your hardship with having to obtain alternate transportation.
On August 12, you brought your vehicle in for diagnostics and an estimate for the following: timing gasket, vacuum leak, water pump, tune up and tire repair. A smoke test is recommended if no vacuum leak is found. This test requires up to an additional hour of labor for diagnostics. Our labor rate is $110 per hour. You were not charged for the smoke test, you were charged a one hour labor diagnostic fee for the items mentioned above and provided an estimate for repairs.
We reserve the right to optionally discount or waiver further diagnostic fees when the vehicle returns for the necessary repairs. At that time, if a smoke test was needed, you would have received a **** discount on labor charges.
Our labor fee for tire repair is **** The one hour diagnostic fee for the items mentioned above plus the tire repair resulted in a charge of *****
We sincerely apologize for our lack of communication and any inconvenience this has caused you. We hope that you were able to have your vehicle serviced in a timely manner and we welcome the opportunity to meet your current and future vehicle service needs in the future.
Sincerely,
Rick *******, President
Consumer Response /* (2000, 10, 2022/09/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate you responding to the complaint, but this cost me more then expected expenses I had to rent a vehicle while my truck was sitting in ideal at your shop and now I have found a reputable shop that is keeping there word and making the repairs now, there forth I will not be using your company for any work to my vehicle ( this has become a trust issue )
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