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:11/21/2022

  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.

  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.

  The last time I have seen the vehicle was somewhat clean of course if u have kids the van will be dirty but to have it build of mold at least an inch thick that is not acceptable to the fact no one will clean the van for us because of the risk factor of the other people. 

  Only if the business have worked with us all of this would not have been an issue. I have had 4 kids at the time and this was our only transportation and when we had no van we went through multiple vehicles that had problems right and left but what could I do when I have little to no income. 

  I would like the green valley auto to at least pay half of the bill
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/29/2022

  The vehicle was driven to our business on March 16, 2022, by the customer's Husband.  He had gone into the ditch and plowed field, two miles from our location.  The local farmer used a tractor to pull the vehicle back onto the road and then followed, him with the flashers on to our shop.  When the customer's husband came in he stated "Brakes locked up on Driver's side and put it in the ditch"....."Maybe some frontend parts are bent". That is written up on our work order when he dropped it off. No other complaints or concerns were mentioned at this time. 

  
  

  On March 18, 2022, we pulled the vehicle into our shop and looked it over. The mechanic at that time stated "This vehicle is filthy and smells like sour milk"   We wrote up an estimate and called the phone number we were given (husband).  We stated to him over the phone that the left front lower control arm was bent and rotted out, and the van has two different size tires on it.  Three of the tires are the wrong size and they are bald.  Suggest replacing at least two tires.  The front brakes are metal to metal and the right front caliper is hanging up.  Would suggest replacing both calipers. Also had a brake hose leaking. We also informed him he may need front struts, hard to tell if they are bent.  We let him know the left front wheel was bent and he should get an alignment. He then on the phone gave the ok to repair the Front brake pads, rotors, calipers, and hose.  He was quoted roughly $562.00 for the brake repairs.  He also gave the ok to repair the Lower control arms with an alignment.  He was quoted roughly $353.00.  We also gave him a price on getting a used left front wheel due to his being bent.  Would cost roughly $80.00. He gave us verbal authorization to make the repairs. He declined to repair the front struts and the tires.  Never did he mention any other concerns with the vehicle.

  
  

  Upon completion of the repairs on March 25, 2022, we notified the customers.   She asked if she could pick up her van and make payments.  We informed her she could make payments but the vehicle would not leave our location until it was paid in full.   She then went on to state she was "low income and can not afford the repairs".  Phone calls were made to the customer's phone number over the next several weeks and months.  No response or payment was made.  When we did get ahold of her would state "I don't have money to pay".  She did however call us in July 2022 to ask if her vehicle was still here.  Stating " The Cash Store was coming to repossess it". We had to use a jump pack due to the battery being dead and moved it to our lot location approximately 4 miles away.  Again more calls were made to the customer for payment.  No response or payments were ever made. 

  
  

  In October 2022 we received several phone calls questioning if we still had the vehicle.  Not only by the customer but other people.  I am guessing maybe family or friends.  Questioning why we wouldn't give them back their vehicle.  Once informed there was an outstanding bill.  No other questions were asked. 

  
  

  On October 31, 2022.  The customer came to pick up her vehicle.  We went to the lot location and had to jump the vehicle.  Due to the battery being weak.  Brought it to our location.  Two of the tires were flat. The mechanic took the tires off the rim. Cleaned rims and resealed tires.  Also replaced one tire with a used tire.  Just to get the customer back on the road and because the current tires were so worn and bald they wouldn't hold air. We did not charge for mounting and dismounting tires or for the used tire we provided. We never once charge the customer a late fee or a storage fee. Even though the vehicle sat here for seven months with no payment attempted.    The vehicle did smell and was dirty.  But that is how it was dropped off to us in March.  If you leave a dirty vehicle with food and drinks in it closed up for Seven months, It will be disgusting.  We are a repair shop, not a body, detail, and cleaning shop.   

  
  

  The customer was quoted roughly $995.00 for repairs that they agreed upon.  They received the parts and repairs that they agreed upon.  

  
  

  We are in a small town where the best advertising is word of mouth. We have been in business for over 15 years and this is the first complaint we have ever received from the BBB of *********.  I think that speaks for itself.

  
  

  Thank You for letting us state our side of the dispute, and taking the time to read our response.

  
  

  Green Valley Service Center

  N5727 ********.

  Green Valley ** 54127

  
  

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

  Business Response

  Date: 12/01/2022

  The vehicle was driven to our business on March 16, 2022, by the customer's Husband.  He had gone into the ditch and plowed field, two miles from our location.  The local farmer used a tractor to pull the vehicle back onto the road and then followed, him with the flashers on to our shop.  When the customer's husband came in he stated "Brakes locked up on Driver's side and put it in the ditch"....."Maybe some frontend parts are bent". That is written up on our work order when he dropped it off. No other complaints or concerns were mentioned at this time. 

  
  

  On March 18, 2022, we pulled the vehicle into our shop and looked it over. The mechanic at that time stated "This vehicle is filthy and smells like sour milk"   We wrote up an estimate and called the phone number we were given (husband).  We stated to him over the phone that the left front lower control arm was bent and rotted out, and the van has two different size tires on it.  Three of the tires are the wrong size and they are bald.  Suggest replacing at least two tires.  The front brakes are metal to metal and the right front caliper is hanging up.  Would suggest replacing both calipers. Also had a brake hose leaking. We also informed him he may need front struts, hard to tell if they are bent.  We let him know the left front wheel was bent and he should get an alignment. He then on the phone gave the ok to repair the Front brake pads, rotors, calipers, and hose.  He was quoted roughly $562.00 for the brake repairs.  He also gave the ok to repair the Lower control arms with an alignment.  He was quoted roughly $353.00.  We also gave him a price on getting a used left front wheel due to his being bent.  Would cost roughly $80.00. He gave us verbal authorization to make the repairs. He declined to repair the front struts and the tires.  Never did he mention any other concerns with the vehicle.

  
  

  Upon completion of the repairs on March 25, 2022, we notified the customers.   She asked if she could pick up her van and make payments.  We informed her she could make payments but the vehicle would not leave our location until it was paid in full.   She then went on to state she was "low income and can not afford the repairs".  Phone calls were made to the customer's phone number over the next several weeks and months.  No response or payment was made.  When we did get ahold of her would state "I don't have money to pay".  She did however call us in July 2022 to ask if her vehicle was still here.  Stating " The Cash Store was coming to repossess it". We had to use a jump pack due to the battery being dead and moved it to our lot location approximately 4 miles away.  Again more calls were made to the customer for payment.  No response or payments were ever made. 

  
  

  In October 2022 we received several phone calls questioning if we still had the vehicle.  Not only by the customer but other people.  I am guessing maybe family or friends.  Questioning why we wouldn't give them back their vehicle.  Once informed there was an outstanding bill.  No other questions were asked. 

  
  

  On October 31, 2022.  The customer came to pick up her vehicle.  We went to the lot location and had to jump the vehicle.  Due to the battery being weak.  Brought it to our location.  Two of the tires were flat. The mechanic took the tires off the rim. Cleaned rims and resealed tires.  Also replaced one tire with a used tire.  Just to get the customer back on the road and because the current tires were so worn and bald they wouldn't hold air. We did not charge for mounting and dismounting tires or for the used tire we provided. We never once charge the customer a late fee or a storage fee. Even though the vehicle sat here for seven months with no payment attempted.    The vehicle did smell and was dirty.  But that is how it was dropped off to us in March.  If you leave a dirty vehicle with food and drinks in it closed up for Seven months, It will be disgusting.  We are a repair shop, not a body, detail, and cleaning shop.   

  
  

  The customer was quoted roughly $995.00 for repairs that they agreed upon.  They received the parts and repairs that they agreed upon.  

  
  

  We are in a small town where the best advertising is word of mouth. We have been in business for over 15 years and this is the first complaint we have ever received from the BBB of *********.  I think that speaks for itself.

  
  

  Thank You for letting us state our side of the dispute, and taking the time to read our response.

  
  

  Green Valley Service Center

  N5727 ********.

  Green Valley ** 54127

  
  

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

  
  

  Business Response

  Date: 12/05/2022

  In response to complaint ID ********, We have further read the response from *************************** and viewed all the pictures.

  *************************** stated in her first complaint that both sliding doors were damaged and unable to open. However they are both open in the pictures she submitted. 

  She also stated that the taillight was broken, if you look closely at the photos the tape has been on for some time.  It is weathered and peeling.  We never opened the rear hatch or the side doors.  That we would have damaged the doors or the taillight. 

  She stated that she had her van professionally cleaned and it cost $600.00 she was looking for us to pay that.  Now she stated "no one will clean the van for us because of the risk factor of the other people".  Per the pictures she has a cell phone and wallet on the center counsel.  Someone is driving the van. When looking at the photos you can see that van is nowhere near "Clean and in good condition". Like she states.  Dirty towels, medicine dropper, candy wrappers, dog hair, cigarette ashes, snacks, money and sunglasses laying around. Just to name a few things. All the spots on the ceiling and seats.  Things have been spilled many times.  Taking car seats out and showing all the stains underneath.  Has nothing to do with us. 

  She also stated that "only if the business would have worked with us all of this would not have been an issue".  The issue is her vehicle was repaired and ready for pick up within a week.  She did not have the funds to pay for the repairs. We worked with her told her she could make payments.  She never made an attempt. Never paid until she picked it up.   She could have come anytime and gotten her belongings or car seats.  OR clean out her van if it was going to have to sit.  We worked with her. Never a late fee or a storage fee.  We were told it was getting reposed.  Then who would have paid the bill for the repairs? The van sat in the sun and outside elements from March until October 31st!  I am sure it was like a greenhouse. I cannot control what is growing in a sealed-up vehicle.  Again, we are a repair shop we did mechanical repairs to this vehicle and that is it.  

  Thank you.

  Green Valley Service Center 

  Customer Answer

  Date: 12/16/2022

  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.
  
  [Please type your response here.]

  I will just take this to small claims court 
  
  Regards,
  
  ***************************