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:10/11/2023

  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.

  Hi, On July 27th I dropped off my car at ********** automotive off of ************* to replace my oil pan since a previous mechanic had stripped it when doing an oil change. When picking up my car I noticed that they had destroyed my car keys to the point that the circuit board was visible. I was in communication with an associate **** to get the keys replaced since the store assured me that they would repair them. However, it has been close to two months with numerous calls on my end to see the status of this to see if they were able to find someone that could fix it. They managed to find someone on September 21st and set up a date for me to drop both the car and keys off on October 11th. Once October 11th arrive I received a call at 7:25am stating that the person who was scheduled to fix my keys is no longer available since they were having issues with their equipment. I've told the associate **** if they are able to do an reimbursement program so I can take my car to the Mini ****** dealership to fix it since its about $467 not including tax. **** then went on to ensure me he will check with upper management. I'm trying to file a complaint against this business as they have both destroyed my personal property but also wasted my time. I believe they are either trying to find the cheapest possible solution not caring how long it would take but also hoping I would eventually give up. Thank you for your time.

  Business Response

  Date: 10/12/2023

  Customer states that we damaged her key, we are replacing key for customer satisfaction, this is an ongoing issue customer came in 7/28/2023 and picked her car up after we had done an oil pan and then stated we broke her key button on her key, **** {Manager} then stated he would get in contact with his supplier that does all of his keys and he was informed that he was not able to do mini keys and was referred to another vendor, at that time we tried to reach out to ***** multiple times and went to voice mail, left messages and then the mail box was full. Made a couple more attempts to get in contact with customer and then did not hear from customer for a while. Did not hear from ***** for a couple of months.  Customer called on a day off and we followed up on Monday with ***** and we had come to an agreement that we would take care of the key for her on October 11th as we both confirmed she was ok with that date and my supplier was able to make it out that day. On 10/10 at 6:30PM after hours the supplier ***** left a voicemail and informed us, his scan tool was down, he could not do ******************* as they are all a part of his Autel Machine he had to send it in. Called ***** on Wednesday and went to voice mail. left a voicemail and she returned the call and we had explained to her the issue ***** had, we got in touch with upper management, and we came to another resolution where we can get her taken care of by *****. Left a voice mail and ***** has not returned the call at this time. District manager has reached out to ***** and has not responded.