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:10/16/2023

  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.

  H&H Invoice# ******* PAID 10/10/2023 10/5/Thurs; I spoke to ***** about performing a maintenance service: replacing all of the fluids in my **, except for the oil which my husband had changed, but overfilled. I asked H&H to drain it to level. I told ************ was leaving town in the ** on the coming Wed. And needed the ** back next Tue. afternoon. He said he could get it in and it was OK to drop it off on Friday.10/6/ Fri; I dropped off the **. ***** told me he would get it up on lift before the end of the day, which would put it first in line Monday. The estimate was $1,000.00 and he said it would take all day Monday to do it.10/9/2023, Mon; I was in town and I noticed my ** was still where I parked it when I dropped it off. I gave ***** a call, he said they had not gotten it in yet, but would have it in Tues. am.10/10/2023, Tues; On my way to an appt. I checked and found my ** had been moved between larger **s in back with a back window left open, now frozen. I called H&H after my appt.. and talked to *****. He affirmed that the ** had not yet been put in the shop. I said, OK, just drain the oil to level and forget everything else because its past noon. We agreed to pick it up at closing which was 5pm. ***** told me he would pass this on to *****, who was at lunch.At 4:45pm, my husband and I arrive at H&H. ***** tells me they got it in Tue. afternoon and did everything but the differential. I see my ** in the parking lot by the bays, and walk over to find a mechanic draining my oil. We chat. He says my ** has not been inside the garage, that the only work done on it is the oil leveling. The tech sheet in the ** had no notes or grease prints on it.I confronted the manager, who snatched the tech sheet and said, Youre not supposed to have that. ************, and the manager told all these different stories: a pit was closed, a tech was sick, we did it Mon., they printed a bill and just insisted they did the job. I had to pay to get my keys.

  Business Response

  Date: 10/17/2023

  Services we're performed on this vehicle invoiced **** dated 10-9-23, except the rear differential service and draining the 2QT of oil, which the customer over filled. On 10-10-23 the technician working on the vehicle called in sick and we contacted to see where he was at with the vehicle. Services had been completed except for the rear differential service and draining the oil overfilled. The service writer assigned another technician to complete the pending service. He drained the over filled oil before the customer arrived and the customer did not want to wait for the technician to finish with the differential service which would have taken. We did not charge the customer for the differential **********************.  hour.

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20736894
  
  I am rejecting this response because: None of it is true. I think my receipt and phone records do a pretty good job of corroborating my story- I called when I said I called. And its clearly printed at the bottom of the receipt that they should only perform the oil service due to time constraints and my instructions. That, and the open window note at the top of the invoice, directly refer to my conversation with **********;on Tuesday afternoon, when he affirmed no work as yet had been done on my RV and I asked they at least get the oil done so no harm would come to the engine when I hit the road. I did speak to a mechanic who was leveling my oil and he did tell me no work had been done on my RV other than leveling my oil per his instructions. Every time I called or dropped by, my RVs work invoice/tech sheet couldnt be found. I doubt one was printed up until after I talked to ***** at 12:15 on the day I was scheduled to pick up the RV.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 10/18/2023

  To be clear in regard to the number of things being said in about the differential; ***** told me the differential couldnt be done due to time constraints at 4:45 on Tuesday. At no time did he or anyone else offer to complete the job. The manager told me it couldnt be done due to a pit being out of order. Another story floating out there from the manager is: a tech was sick, but had worked on it on Monday.  This story more or less, evolved. When I arrived to pick up the ***  ***** told me everything else had been done Tuesday afternoon, contrary to my instructions earlier in the day to just level the oil. Later, after overhearing my confrontation with the manager about the oil leveling mechanic telling me no other work had been done on Tuesday, he changed his story with me, saying the tech had changed all my fluids, but had not gotten the oil done while he was working on it on Monday. This contradicts ***** telling me on Monday afternoon, that they had not gotten it in the shop yet, but would get it in Tuesday morning as well as the fact of it being parked in the parking lot, not the bays, on Monday afternoon. 

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had an appointment for a simple alignment (no inspection) of my car for 8am on 8/2/22. I dropped my car off at 4:30pm on 8/1/22. On 8/2/2022 I decided to carpool since an alignment would surely be done in a day. I called them 2 times and left messages about the status without a return phone call. Finally at 3pm I talked to someone who stated my car was not even yet as they had a vehicle stuck on the alignment rack . They assure me at this point it would be in first thing on 8/3/2022. On 8/3/22 I arranged to be dropped off a work as I could walk or get a ride to pick it up upon completion. At 10:00 am on 8/3/2022 I called them getting concerned I had not received a phone call that my car was done. I was told by my advisor they just got it on the rack and were starting the alignment inspection. I let him know that this service was not requested. He let me know and went to tell the tech. Then at 11:30 am without a phone call I called them to ask it I could pick it up. I was told the tech was out for a test drive, but it was finished and that would be fine. I picked my car up at 12pm on 8/3/2022 and upon leaving noticed the steering wheel had not been aligned in the process of the alignment. I called service advisor and let him know I did not have time to take off to bring it back again. I asked kindly if they could pick it up at 1pm and have it back to me by 4pm when I get off since Im not far from them. I was told this would not be a issue. At 2:45 without hearing from them I called back the advisor was out so I asked to talk to the owner. I explained my situation and that I was being put out. He never apologized for anything instead he told me his techs are all busy and he was not that worried about an alignment. I would not take a lawnmower to this company for a spark plug change and would recommend against anyone else doing the same.