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:09/30/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 2013 ********* to this business to have the transfer case switched out. Not only did it take him 5 weeks to get it done, but he quoted me at ***** dollars for the transfer case and labor and he repaired the brakes without consulting me first which resulted in another 389 dollars. When I went to get my vehicle, the windshield had a large circular shaped crack in it, the passenger door handle was broken, and the check engine light was on. There were no cracks in the windshield, the handle was completely fine, and the check engine light was not on. Upon talking to the owner, his response was, "I can tell you we didn't do it. I asked if they have cameras, and he stated not where my vehicle was parked. I just spent ***** dollars and he has no answers as to how my vehicle got damaged on his property. Also the fact of him fixing something without asking me first resulting in almost 400 dollars more than his original quote for what I took it there.

  Business Response

  Date: 11/06/2024

  Haase Service & Towing LLC
  ***************
  ******************
  October 31,  2024
  BBB
  **************************************************************>*******************
  To Whom This May Concern:
  This is in response to complaint ID ******** filed by the complainant. The customer brought  their  vehicle to us on 7/22/2024. On 7/25/24 I called the customer to give her the estimate. She didnt answer so I texted her. She returned the call on the 26th and was given the estimate of $1400.00  for the replacement of the Transfer Case. It was a couple weeks before they got back to us about doing the repair. Parts were ordered and when we received the replacement part it was damaged. We contacted the vendor and ordered a replacement part. We  used the original vendor as the price is what we based the estimate on. The part arrived on August 27th. They picked the vehicle up September 3rd.
  The customer (husband) called for a status of the repairs and I let him know that the front brakes and all four tires were needing replacement. He told me to do the brakes as well, he would take care of the tires. We gave him the cost of the brake repairs and then a total for the entire job. We performed a courtesy tire rotation and put the good tires on the front of the vehicle. The replacement of the transfer case portion was $1384.00 and the Brake repairs were 326.75.  The total invoice was $1794.10,  The customer came to pay the bill on 09/03/24.  He offered to pay in cash, at which time I offered him a cash discount of $94.10. There were no questions nor problems on the bill at that time.
  He left and later came back with his wife. At that time they wanted to know about the crack in the windshield. They said they didnt remember a crack. I was not here at that time, so my staff  instructed them to contact me directly. She called me and wanted to know what we were going to do about the cracked windshield. We were not aware of the crack when it left here. I told her we are not responsible for damages that happen while vehicles are on our property as posted in the office.  The crack or chip could have been there and  as it sat in the extreme heat,  that could have caused it to progress. The first time I heard about the other damages was the email from the BBB concerning the complaint. We have been in business for 23 years and have never had a damage complaint before. 

   

   Sincerely, ****** Haase, Owner, Haase Service & Towing LLC

  
  

  Customer Answer

  Date: 11/07/2024

  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.]
  
  Regards,
  
  ***** *****

  Customer Answer

  Date: 11/09/2024

  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.
  
  This is absolutely false.  I had to call his company every week for the 5 weeks he had my vehicle.  He told me he had to send the first transfer case back because it was leaking at the gasket, the following week when I called because I had not heard from him he said that he got a cracked transfer case and had to send that one back.  *** did not call me at all to update me on the status of the Edge, I was the one calling him weekly.  Yes my husband stopped in there the last week that it was there to find out why it was taking so long.   He had told Haase that if it wasn't done by the end of the week that we would take it elsewhere,  as it was going on 5 weeks of him having it. My husband did not give him permission to fix the brakes, he's put brakes in the Edge on his own before and is much cheaper. The brakes were not mentioned at all until he went to pay the bill.  As for the windshield, when we went to pick the Edge up, we went right back in before we left his parking lot to tell the secretary about the windshield.  One of his mechanics named **** came out and looked at it and told us he would have *** **** us, so no we did not leave that lot without telling someone.   His secretary got **** and he went out to look at it.  Again that ended in me having to call him because he didn't call me about it. He stated that we said we didn't remember any issues with the windshield, we know for a fact that was not broken prior to taking it to him.  When I asked if he has cameras he stated that they do not work but said all I can tell you is that we didn't break it.  Regarding the check engine light, that was also on from the moment I left the parking lot and I asked him about that when I had to call about the windshield.  He told me to take it back in,  after he had my vehicle for over a month and fixed the brakes without permission,  I was not about to take it back there to get charged more.   I just had to have the Edge towed 2 weeks ago because it broke down on my way home from work.  Cost me almost another $300 and the mechanic stated that the O2 sensor had been unplugged which caused more issues.  When I explained Haases had replaced the transfer case, he said they are the ones at fault for not plugging the sensor back in.  

  I will be obtaining my phone records to show that the calls to his business were made by me, not him.  As for the bill we got, he didn't tell my husband about the cash discount he mentions in his statement and it is not marked on the invoice.  
  
  Regards,
  
  ***** *****