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:05/12/2025

  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 brought my 2012 Chevrolet Equinox to Brickners of Antigo in December 2024 for engine replacement. The process took nearly three months, included multiple delays and parts issues, and resulted in additional damage to my vehicle.After the engine was replaced, my car exhibited severe transmission issues and became undrivable. Prior to the repair, the transmission functioned correctly. The business denies responsibility, citing inability to test the transmission before engine work. Additionally:A crack appeared in the windshield while the vehicle was in their possession.I was charged sales tax on tax-exempt contributions from verified nonprofits.I have not received full service documentation despite repeated *********** a single mom with three kids and one vehicle, this situation has severely impacted my ability to work and care for my family. The repair cost over $8,000 and was largely funded through donations. I was told the vehicle would be "like brand new," and now I am left with an inoperable car and no resolution.Resolution Sought:Partial refund or contribution toward transmission repair Windshield repair/replacement Corrected billing for tax-exempt payments **************** documentation

  Business Response

  Date: 05/13/2025

  I will attempt to respond to each section of the complaint in the same order in which the original complainant laid them out.  /

  The vehicle was towed to us in an inoperable state because metal shavings had gotten into the oil and caused a complete failure of the engine. 

  1)  The repair process did take exceeding long with the vehicle being towed to us around December 19 2024 and the repairs not being completed until mid April.  There were issues getting the correct motor from the supplier, and once we did additional issues with getting the motor and internal electrical controls (known as PCM "Powertrain Control Module") to accept and recognize the new engine.  I would like to note two additional facts about this part of the complaint.  1) We have no incentive to make a repair take an exceedingly long time, there is no benefit to us to do so, it is in fact a detriment to us to have an inoperable car that has to be pushed in and out of the repair facility.  2) The complainant was give a vehicle to use the entire time her vehicle was in our possession at no charge, which was an exception to our normal policy of only providing courtesy vehicles for warranty work because we are reimbursed for them by the manufacturer.

  2)  Upon completing the replacement of the engine the vehicle was determined to be exhibiting hard shifts.  Because the vehicle arrived in an inoperable state the fact that the transmission had also failed or had a preexisting condition prior to the engine failure could not have been determined.  We performed no work on the transmission of any kind and the request that we provide compensation for needed transmission work is unfounded.  Just because our facility was unlucky enough to be the one that had the vehicle towed to us should not make us liable for components on the vehicle that we did not repair.

  3)  The customer has stated in an email (attached) that there are rock chips on the windshield, but claims that they are not on the same side as where the crack appeared.  Our contention is that because of the time of year the vehicle was being repaired (Winter) that temperature changes and moisture getting into a rock chip and freezing is most likely what caused the crack to appear.  We certainly did not damage the windshield as no work we performed was in the area of the windshield and again we should not be liable just because we were unlucky to be the one's who had the vehicle in our possession when the crack occurred.  

  4)  We have reached out to our accounting firm for guidance on the tax exempt portion of the complaint.  We did receive documentation from the complainant regarding one charity that provided assistance.  However we are seeking guidance as to who the credit should be given to (the complainant, the entity that accumulated the donations and wrote the check, or the charity itself).  We have reached out to a representative at Headstart and she was unsure as well.  Once we receive more guidance on this a credit will be given.

  5)  All documentation that the complainant was legally entitled to has been provided.  Upon advice from the legal team at the ******************************************* additional documentation outside the normally required would be subject to a subpoena.  

  6)  As noted in the attached email the customer was told and acknowledges that she was informed by the service advisor that in his opinion making the repair to the engine was not a good financial decision as the repair greatly exceeded the value of the vehicle.  Additionally the "like brand new" comment referred to the new engine being installed which is also highlighted in the attached communication from the customer.  Again because the vehicle was inoperable when it was towed to us we had no way of knowing that although the new engine would be as close to new as possible, there was no way of knowing the underlying issues the vehicle had.

  I feel it should also be noted that the complainant has filed complaints with government agencies that regulate these types of issues.  It is my opinion that the BBB should wait for those entities that can provide enforcement and investigation to make their determination in this case.

   

  ****** Brickner

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear BBB,

  
  

  Thank you for allowing me the opportunity to respond to Brickners statement regarding my complaint. Below is my response to each of the points raised by ****** Brickner:

  
  

  
  

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  1. Length of Repair Process

  It is true that the repair spanned from mid-December 2024 through April 2025. While I understand delays can happen, I was not kept well informed and had to reach out myself for updates. Though I was provided a loaner, I was never told at the outset this would be a multi-month process. I moved forward with the repair based on representations made by staff, including being told the engine was the best one they had ever received from their supplier.

  
  

  
  

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  2. Transmission Issues

  Before the engine failed, the vehicle had no transmission issues and shifted smoothly. After the repair, the car immediately began shifting harshly and later became nearly undrivable. Brickners acknowledged this issue existed when the engine was replaced but did not inform me at the time of pickup. I was never given any diagnostic information or recommendation about the transmission. Returning a vehicle with a serious drivability issue without explanation is unacceptableespecially after paying over $8,000.

  
  

  
  

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  3. Windshield Crack

  I did note existing rock chips on the drivers side, but the new crack appeared on the passenger side, where no damage previously existed. If temperature or pressure changes caused a crack, it would be expected to occur at the site of the chips. It is likely the damage occurred while the vehicle was in Brickners possession, and I was never informed about it until I discovered it myself after returning home.

  
  

  
  

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  4. Tax-Exempt Billing

  This repair was made possible only through charitable donations made through **************** and the **** programboth of which are tax-exempt organizations. I was charged tax on the full invoice despite their nonprofit status. I have provided documentation, and I understand Brickners is reviewing the situation. However, to clarify: any refund or tax credit should be issued directly to those entities, not to me personally, as they were the ones who funded the repair on my behalf.

  
  

  
  

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  5. Withheld Documentation

  Despite repeated requests, I have not received technician notes, diagnostics, or internal logs. Being told I need a subpoena to access this information, after spending thousands of dollars, is disappointing and not customer-focused.

  
  

  When I paid the final bill in person, there was a stack of paperwork about an inch thick related to my vehicle. I asked for copies of everything at that time, but I was only given summary statementsthe same ones that had already been emailed to me. The rest of the documentation was not provided, despite my clear and immediate request.

  
  

  
  

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  6. Engine Value & Advice

  At no time was I told that repairing this vehicle was not a financially responsible decision. In fact, I specifically asked Dylanvery directlyif it was worth putting this much money into the vehicle, and he responded yes. He assured me that this was the best engine they had ever received from their supplier, and that gave me the confidence to move forward.

  
  

  Had I been told it was not a smart financial decision, I absolutely would not have authorized the engine installation. I made my decision based on the advice and encouragement I received from Brickners staff, not against it.

  
  

  The phrase like brand new was said at pickup, not just about the engine, but about the overall condition I should expect. If Brickners had concerns about the transmission at that point, I should have been told clearly.

  
  

  
  

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  Final Note

  I have already filed complaints with the ************* and *********************************. These are not exaggerationsthey are based on how this situation has affected me personally and financially. I am a single mother of three who relied on donations to fund this repair. I expected the work to result in a reliable vehiclenot one with new issues and missing accountability.

   

  This situation has placed a significant strain on me, both financially and personally. As a single mother of three, I rely on my vehicle not only for daily transportation but also for fulfilling essential responsibilities, including work and family obligations. The repair process, which I had hoped would restore my vehicles reliability, has instead left me with further complications and additional expenses. Moreover, the uncertainty surrounding the repairs outcome has caused considerable stress. The charitable donations I received were meant to ensure I had a dependable vehicle, but instead, I now find myself facing new issues that could further jeopardize my ability to meet my daily needs. I trust you will understand the profound impact this situation has had on my family and me, and I hope for a swift and fair resolution.

  
  

  Thank you for reviewing both sides of this issue.

  
  Regards,
  
  ******* M *********

  Business Response

  Date: 05/14/2025

  Response from Brickners of Antigo in the order the complainant raised concerns:

  1)  I fail to see how the length of the repair process exhibits damages or requires any sort of compensation.  As stated before the customer was provided a vehicle at no charge and we as a business did not gain anything by having the process take longer.

  2)  The engine repair we were contracted for and the transmission issue are separate issues and stand on their own.  The quality of the repair we were approved to have made is not in question and has not been called into question at any point during this complaint.  While I acknowledge that the shifting issue should have been disclosed when it was discovered, that still does not make us liable for the issue being present as we performed no work on the transmission at any time.  While the customer claims that it (the transmission) had no issue prior to the catastrophic failure of their engine; that is not verifiable.  Whether the failure happened before the engine failure or because of the engine failure cannot be proven.  In either case the issue was discovered after the engine was replaced and as stated before there would have been no way to know the issue was to arise without the engine being replaced.  We (Brickners of Antigo) still stand by our statement that we completed the repair we were contracted to do and and there is no standing for liability outside of those issues.

  3) Again Brickners of Antigo completed no work in the vicinity of the windshield and did not cause it to crack, either by accident or intentionally.  There would be visible damage had we done so.  Additionally the work order to the customer clearly states that the repair facility is not liable "in case of fire, theft, accident, or any other cause beyond our control or for any delays caused by unavailability of parts".

  4)  Tax Exempt billing is being investigated.

  5) Withheld documentation.  As stated before the complainant was given all paperwork she was legally entitled to.  Any further documentation will be provided upon a subpoena or if requested by relevant governmental agencies.

  6) As stated above the quality of the engine installed has not been called into question, so I am unsure how the phrase "best engine we ever received" is causing a problem.  The engine repair quality has not been called into question at any time.  The complaint has been that a component of the vehicle we did not perform any work on has failed.  Holding us liable for something we did not manufacture, sell, or service is not a reasonable request in our opinion.

  I would further like to address the complainants claims of hardship and personal difficulties that this has caused.  We were not unaware of that fact when we began work on the vehicle.  As a matter of fact our technician logged in excess of 50 hours in making the repairs we were contracted for.  At $136 per hour that would have totaled $6800 in labor charges alone on this repair.  Because we had provided an estimate and understood the limited funds the complainant was working with we took the loss on the excess labor and stuck as close as possible to the amount we initially estimated; as well as providing a vehicle for her use at no charge.

  Furthermore the complainant has decided to create and encourage people to share a defamatory and potentially libelous social media post making claims and accusations that are not even outlined in this complaint.

  In light of the assistance we already provided and the social media post we again reject any further form of compensation.  Also as stated in the original response to the complainant because the BBB is not a legal entity that does not and cannot enforce any sort of resolution; I request the the results of the ************* and ********************************* be shared on this complaint when their investigations are completed.  We are supremely confident that we in no way defrauded or caused damage to the complainant in any way and are confident that those agencies will agree.

  ****** Brickner

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [First and foremost, thank you for taking the time to respond. However, I feel it's important to address not just the technical issues, but also the emotional, financial, and communicative breakdowns that occurred throughout this experience.

  
  

  1. Lack of Communication: The most difficult part of this process was the lack of proactive communication. The majority of the time, I had to be the one calling ***** just to find out what was going onwhether it was the discovery of new issues, how much longer the repair would take, or if more parts were needed. I was rarely kept in the loop unless I reached out first. When the transmission issue was discoveredwhether related to the engine failure or notit should have been disclosed to me immediately. Instead, I was blindsided by a major problem after already investing in a costly engine replacement. This lack of transparency took away my ability to make informed decisions and added an enormous amount of stress.

  
  

  2. Emotional and Financial Toll: This vehicle is my only means of transportation for work, family, and personal responsibilities. The delays, surprise issues, and financial strain were incredibly difficult. As a customer, I shouldnt be expected to bear the full weight of unforeseen issues that could have at least been discussed ahead of time.

  
  

  3. Acknowledging the Effortbut Accountability Still Matters: I do recognize the hard work your technician put into the job, and Im grateful that you tried to honor the original estimate despite the additional labor hours. However, effort alone doesnt erase the responsibility to provide consistent, honest communication. Being left in the dark about problems that affected my safety and finances is unacceptable.

  
  

  4. The Social Media Post: My intent with the social media post was never to defame Brickners of Antigoit was to share my personal experience and warn others to ask the right questions when dealing with major auto repairs. In fact, I even asked Mr. ********************** directly if he felt I should revise my post in any way if it was inaccurate. I was open to correction, but I never received a direct answer to that question.

  
  

  Since posting, Ive received numerous messages from people in our area whove had similar experienceswhether that involved delays, problems with their vehicles after service, or simply feeling dismissed or unsupported. I didnt encourage these storiesthey came to me, and they confirmed that Im not the only one left feeling dissatisfied.

  
  

  If anything in my post is inaccurate, I am absolutely willing to correct it. But I stand by my right to share my experienceespecially now that I know others have experienced the same.

  
  

  5. Final Thoughts and Request: All Ive ever asked for is honest communication, accountability, and a resolution that reflects the actual impact this situation had on menot just financially, but emotionally as well. I urge Brickners of Antigo to take a deeper look at not only how technical repairs are handled, but also how customers are supported throughout the process.

  
  

  Lastly, I agree that the results from the Wisconsin DOT and the ********************************* should be added to this case once complete. I have nothing to hide, and I trust those agencies to evaluate the situation fairly.
  
  Regards,
  
  ******* M *********

  Business Response

  Date: 05/21/2025

  While we acknowledge that the communication may not have been perfect, I fail to see how that can possibly make us liable for a damaged or inoperable part of the vehicle that we once again did not sell, manufacture, or service.  

  Whether the transmission issue was disclosed immediately or not does not change the fact that it could not have been found UNTIL the engine was replaced.  So it changes nothing in the whole process.  The engine was replaced and time and man hours were spent to install it.  Removing the engine after the transmission issue was found would have resulted in even more man hours that would have needed to be accounted for and paid for and would not have changed the situation remotely.

  As to the comment that the customer shouldn't have to bear the full weight of unforeseen issues (in this case the transmission) I completely disagree.  To hold any repair facility liable for an issue arising in a component of a vehicle that they did not service or replace is illogical.

  As to the social media post.  I did reach out to the customer and provided examples of inaccuracies to their statements.  They dismissed those examples and requested no further contact.  Which except for one email requesting further documentation for tax exempt statuses I complied with.  

  While we understand that the vehicle being inoperable is a financial and emotional strain on the complainant, we are not responsible for their financial situation.  We completed the service we were contracted to complete to the best of our ability and again the service we completed and the quality of it has not been called into question.  The issue is still the fact that the complainant wants to hold us liable for a completely separate issue that was not caused by us or any work we completed.  It is still an unfounded request that we will continue to reject.

  ****** Brickner

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I appreciate that Brickners acknowledges communication may not have been perfect, but my concerns go beyond that. This issue is about transparency, accountability, and how my situation was handled from start to finish.
  
  1. Transmission Issues: There were no problems with my vehicles transmission prior to bringing it in for service. The transmission became inoperable after the engine was replaced. Even more concerning I was never informed there were transmission issues until after I picked up my vehicle and called to ask why it still wasnt running properly. At no point during the service process was I told about a transmission problem or warned that my vehicle might remain undrivable.
  
  
  2. Lack of Transparency: I understand that the transmission issue may not have been detectable until after the engine was installed. But as a customer, I should have been informed immediately when that issue was discovered not left in the dark until I reached out on my own. If I had known this risk existed beforehand, I may have made a very different decision. Transparency was lacking, and that directly impacted my ability to make an informed financial choice.
  
  
  3. Customer Responsibility: I respectfully disagree with the businesss stance that I should bear the full weight of an unforeseen issue in a component they did not work on. I am not asking them to take full responsibility for the transmission itself, but I do believe the customer should not be left completely unsupported when a major issue arises under these circumstances especially after investing in a major repair that ultimately left the vehicle still unusable.
  
  
  4. Windshield Damage: The windshield crack was not present when I dropped the vehicle off. It occurred while the vehicle was on Brickners property, and I believe the business should accept responsibility for damages that happened while it was in their care.
  
  
  5. Social Media Comments: The business labeled my social media post as defaming. However, the post reflected my personal and truthful experience. Furthermore, numerous people commented with their own negative experiences with Brickners demonstrating that this is not an isolated case. I cannot control others feedback. I only shared what happened to me, and clearly, others have had similar concerns.
  
  
  6. Financial Strain: I understand Brickners is not responsible for my financial situation. That said, when a customer pays a significant amount for a repair and receives a vehicle that still doesnt function with poor communication and added damage along the way thats not just frustrating, its unacceptable. A more customer-centered approach could have led to a more constructive resolution.
  
  
  
  In conclusion, this is not a dispute over the engine installation itself. It is about how additional issues were handled, how communication failed, and how responsibility was deflected when problems arose. I continue to believe this situation was mishandled and that the customer should not be left to absorb all the fallout from an incomplete and poorly communicated service experience.
  
  I respectfully ask the BBB to consider all these points in reviewing the case and encourage Brickners to reconsider their position.
  Regards
  
  ******* M *********

  Business Response

  Date: 05/27/2025

  We (Brickners of Antigo) continue to reject the assertion that we should be found liable for issues arising that are not related to the repair we made.  

  As as has been stated in all of our replies to this complaint, all documents signed by the complainant state that we (Brickners of Antigo) are not liable for any damage that may have occurred outside of our control (the windshield complaint) nor is there any implied warranty of any sort on the vehicle excluding components we services (the transmission complaint).

  It is exceedingly clear that short of Brickners of Antigo taking liability for items we are not responsible for the complainant will continue to bring up the same complaints; even though it has been demonstrated several time that those complaints are invalid.  

  The facts of the case are as follows.  

  1) No one could have known the state of the transmission before the catastrophic failure of the engine was repaired.  So the complaint that we (Brickners of Antigo) should have informed the customer that there was a chance the transmission could have a problem is illogical.  There is no way for any servicing facility to know if the engine failure caused further issues further down the driveline without a complete disassembly of the vehicle drivetrain (which would have been extremely cost prohibitive).  

  2)  The car is the property of the complainant.  To contend that the servicing facility should be liable for an issue on the vehicle that is not related to work they did simply because the customer paid for a major repair on an unrelated part is also without merit.  

  The customers complaint has evolved from their initial request of "Immediate inspection and repair of the transmission at no cost to me." to now a complaint mostly centered around communication back and forth between themselves and the service department.  While I have acknowledged that that communication was not perfect, there is still no basis for the service center to be liable for the inoperable state of their vehicle when we did not perform any repairs or servicing to those components.

  It is also exceedingly clear that this will continue to go back and forth ad nauseum until the complainant has exhausted all resources available.  As stated before the state *** is conducting their own investigation and has reached out to the dealership for additional information.  Since that entity and not the BBB have the legal ability to make a ruling I propose that this complaint be closed and the state investigation results posted once that determination has been reached.

   

• Initial Complaint

  Date:08/23/2024

  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.

  My 2019 ************* was having issues, and was brought in on Aug. 12th of 2024, I told them what I thought the part was and did everything but that and replaced a part that was not bad. So they called me and said your jeep is ready to pick up and I paid the deductible and took my Jeep home and then on Aug. 19th of 2024 brought the Jeep back in because it was doing the same thing, that they said they fixed, Brickners ran diagnostics and found nothing, (when I brought it in there the service engine light was on)then tried charging me another fee, in which the warranty should of covered, but after arguing with them they waved the fee, so why should i of even had to pay for a fee that they never diagnosed the first time and never was fixed right. So now I have my jeep back at home and I had to gas it up because they burned all the gas out. Im very concerned about driving my Jeep because the problem is electrical,from the service engine light coming on and loosing power steering, not coming out of park, service stability control, loading all dash lights etc. any light and warning came on and now Brickners of Antigo said there is nothing wrong with it. I am now afraid to drive my vehicle in case I get into a wreck. So now im paying on a vehicle that im afraid to drive and fear for my life.

  Business Response

  Date: 08/28/2024

  When a vehicle has a concern, we follow a strict process in finding the problem. When we looked at the concern of a check engine light on and no power steering. All tests pointed to the Steering column control module, and we replaced it and it fixed the problem, and was covered under the service contract with a $100 dollar deductible.

  The vehicle came back a few days' latter with a Different concern, ABS, trac, and brake light on.

  We performed diagnostics, checked if there are any bulletins with the concern. We could not find any problems with the vehicle.

  Cleared the codes and test drove to duplicate the problem, and nothing was found.

  Since no problem was found a claim cannot be submitted for a service contract claim. The customer is responsible for that.

  She was very adamant she was not paying anything and we waived the 2nd bill.

  There will be no reimbursement for the deductible on the first concern.

   

   

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Please type your response here.]
  Brickners lied, I told them when I brought it back in there the 2nd  that is was doing all the same things it did before, it was not a different issue, because when it went back,  all the same problems came up on the dash, and nothing about steering and would not come out of park, had to turn it off and on to get it out of gear. service stability control etc. Its still acting up and Brickners is not gonna touch my vehicle because they cant be trusted.  I have pics in my phone of what it was doing and cant seem to send them.  
  Regards,
  
  ***********************

  Business Response

  Date: 09/11/2024

   

  I have included the 2 repair orders (RO) that were opened for the concerns *************** had. The first RO clearly states that the check engine light (***), service shifter and all Lights on the dash. No power steering. 

  A reference to a comment like "all lights are on" cannot be justified as a complaint because in some cases there are 100 warning lights on a vehicle. Specific lights mean specific paths to follow to find the cause of the concern.

  Technician started the vehicle and only the *** light was on, and the power steering was working. Tech test drove the vehicle, and a code turned up. As per warranty protocol, tech performed a wiggle test and the code went active stating to replace the Steering wheel control module, (SCCM).

  Remove and replaced module, did a test drive to make sure the vehicle was fixed. and no problems were found.

  Yes, we do test drive to make sure the problem is confirmed and repaired. We use the gas that is in the vehicle. We do not get reimbursed by the warranty company for gas.

  We cannot take a customer's diagnoses of the problem and replace the part they think failed as she refers to in her statement. ***** wanted the Star Connector replaced. We could have done that, but she would have been responsible to pay for that part and install. It was not relative to the concern and would not be covered because we would not have followed warrant protocol.

  The second RO states the **** Trac and Brake light are on. Notice these are different lights than referred to on the first RO.

  Technician checked Bulletins put out by the manufacturer relative to the complaint. Followed protocol on vacuum leaks, connecter tests and went through any pending codes in the system and no problem was found. This may have fixed the concern.

  Test drove the vehicle and no codes returned.

  Customer was called and told it was repaired.  

  Until we can find the correction to a concern, we will not get paid by a service contract company and the customer is responsible for that charge. I hope it would be pretty obvious that the dealer wants to find a concern, so we get paid, and the customer does not have to pay anything but a deductible. Thats what makes a customer happy! The technician had 6.5 hours working on the vehicle, and we get 0 dollars to do that. I wish **************** could be understanding of that and work with us. By her comments she won't bring the vehicle back so I don't know how we can help. 

  My recommendation would be to review the concerns with ***** in person, with an open mind to discuss the concerns she is having

   

   

• Initial Complaint

  Date:08/22/2022

  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.

  Towed in ******************************************** Nov21. Explained in depth problem, things done already in attempt to repair, financial/ economic position, etc. After diagnostics I was told problem, part needed, etc. They wouldn't pay upfront for part so I went in and paid for upfront. Prior to buying part spoke in depth w guy working on it and others, re-explained importance of it being only vehicle, financial situation, that the repair part and cost was substantial to my financial situation. I was resumed REPEATEDLY of this is what i needed for it to run. Waited 4months for part which was backorderd/ delayed, they ordered wrong part, had to return order different, waited longer. After part was received, I was informed they needed yet another part and they didn't manufacture anymore and were searching for part. I followed up weekly/ bi-weekly, as well began searching on my own. I called a little over a month ago asking for update, never recorded call back, 4 calls later, I spoke to someone said hey still waiting for update, I've left several messages, but my number has now changed can you pass and note on account my new number. Fri. Last week I received a letter saying I owe about 200, I need to pay and remove ( have towed, because not fixed), or sign over title for scrapping. They on several occasions by several people reassure me the problem, and what was needed to get running. I made sure the had in deepth info on what was already done, spoke to who worked on it, and more. They gave a guarantee of what was needed, they knew economic situation and financial, as well as importance. They failed to hold up their end, I tried working with them to get a working vehicle by a trade in and what little I got from taxes I was forced to use on.alternitive transport while vehicle sat at dealership roughly 9 months! I was the one who frequently checked in, and at each step made sure or got reassurance of success prior to buying part or etc.

  Business Response

  Date: 08/31/2022

  On December16,2021,  customer brought in a **** Durango with ******* miles.

  Customer stated the keys were lost and had a used steering column installed somewhere else and needed the keys programed.

  Could not program the keys so we performed diagnostics.

  After using components from the original column and the one someone else installed, we were able to determine it needed an ignition switch.

  Tried to save customer some money with a aftermarket switch.  It did not work and Brickners recommended to get a OEM switch.  The switch was ordered

  There was NO guarantee that a part will fix the problem. It was the next step. The part was prepaid and ordered knowing that *** not be the entire problem.

  Due to the pandemic circumstances it did take a long time to get a switch.

  On February 22, 2022 a repair order was opened to install the switch.

  After installation, the switch had power, but the vehicle still would not run.

  After further diagnostics, it was determined a WIN module is needed. Unfortunately due to the age of the vehicle, it is no longer manufactured. A used part is not an option as the part is VIN specific.

  Unfortunately, there was more problems than just a steering column that someone else replaced. The process to get to the root cause was followed, unfortunately it cannot be resolved.

  There is no way of knowing what else the vehicle needed until we followed the process we did. She was advised that she is sticking money into a vehicle that was compromised and not of much value.

  We tried to help her into a different used vehicle, but with the lack of resources we were not able to help her.

  After trying to contact her on many occasions, by several different employees, we have no choice but to send a letter to pay the bill and remove the vehicle or send us a signed title . We have no call backs from *******************

  Only after receiving a letter from us she responded to the BBB, not us.

  Once we receive the proper documents, we will sell the vehicle to a scrap yard as it is not worthy of a auction. We will then pay what we can on the money owed to us.

  The balance, or lack of, will be then refunded or charged to her.

  Customer Answer

  Date: 09/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I left serial voicenails.w ********************'s,  provided my.new contact information  **********. I do not want my vehicle scrapped I wish for brickner's to provide a courtesy to to my home,  and i.shouldnt be responsible for any other costs. The staff DID guarantee the fix before I purchased  the part and I extensively explained  the situation.  Otherwise  I'll pat whatever remains in bill.and for them to fix my vehicle 
  [Please type your response here.]
  
  Regards,
  
  *************************

  Business Response

  Date: 09/07/2022

  We can not fix the vehicle as was reported previously. The part needed is vehicle identification number specific, and has to be OEM, (original equipment manufacturer) specific to the Durango and the part is obsolete. We can not fix it. Please come and pay the bill and dispose of it out of our lot. I will forgo the storage charges if it is removed or signed title is dropped of by end of week. Call the dealership ************ and talk to the office manager. After that we will proceed with recording a mechanics lien. Disposing of the vehicle to pay the bill.