Complaints

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My car was towed to the shop on 3/14 and I agreed to have partial work done until I could pay for the rest of the repairs. I had a death in the family and didn't follow up with them or call since all of the money was spent on the death. Since they determined I had abandoned my car they towed it to their yard that is fenced with locked gates. When we finally contacted them in May and paid for the work the car was towed back to our house and the tow truck driver found that while in the yard my passenger wheels/tires/bots had been stolen and there was damage to the passenger door. The shop didn't call or explain the damage. Later, when reporting my damage to insurance it was discovered that the transmission, torque converter, or exhaust assembly had been put in the car (keeping them out had been agreed upon) but they did not have permission to keep my property after the car was towed back to me. I returned to the shop today to retrieve all of my withheld parts and I inspected the fence around the yard. I discovered 3 human size holes in the chain link and multiple repairs to previous holes. One of the holes was clearly visible from the street. There was also a tarp on top of the barbed wire. Visual monitoring is conducted but not recorded and employee said he was aware of one of the holes. My car is likely totaled and the shop has assumed no responsibility for their negligent security due to lack of maintenance.

  Business response

  06/22/2024

  Customer came in the beginning of March with a 91 ****** that had a knock and a leak coming from the torque converter area. We found that the flex plate was broken and had caused the torque converter seal to fail. We quoted the customer and she said she didnt have enough money for the repairs at the time. She asked if we could take the transmission out and she would pay us for the labor removal. She stated that the vehicle would be towed back to her house until the rest of the money was available for further repairs. We have call logs from our phone company showing that we called numerous times for a couple months. After 30 days of not hearing from the customer, we moved the vehicle down to a secure private yard of ours for storage. Before the customer picked their vehicle up, the yard was broken into. We have pictures at the end of May showing her car fully intact with all four tires on it. It was unbeknownst to us at the time when she came to pick up the vehicle with her own tow truck her tires were missing. She Ordered that the tow truck driver continued to tow the vehicle out of the yard and back to her house without the tires on it. Her husband apologize for her behavior, said that she was having a mental health problem. We have banned this customer from our premises and our yard. By Alaska law this vehicle was considered abandoned. We gave the receipt to the tow truck driver at the time who was picking up her vehicle. Also on our work orders, we have in fine print that we are not liable for any damages done to customers vehicles while in our possession. She has signed on that line. We are sorry for the inconvenience, but we do not find ourselves responsible for any of this.
  

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