Complaints

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came in to have my spark plugs replaced, but the sales person, ****** said I had BAD GAS which is why it’s all over my paperwork from them (including where I pumped my gas). ****** said if I drove my car any further my engine would set fire bc the bad gas most likely ruined my engine. Being extremely scared, worried and stress I believed him. He said not to worry bc my car ins will cover the cost of this under “comprehensive”. He said he’d doctor the paperwork, I told him to note my spark plugs and that is where they need to look first. 5 days later ***** calls with “good news”. He said it was just my spark plugs. He charged me $190 eval, $135 diagn., $280 spark plugs. And when I told him I didn’t want to pay the $190 & $135 bc he told I had bad gas and ****** came at me very aggressively screaming at me. I was in tears and felt scared for my safety and paid. ****** told me he’s give me a discount if I wrote a nice **** review. I had to think quick and said yes, but I didn’t. It’s on the paperwork. i instead reported them to **** Headquarters. **** said they were in violation and reviewing all their **** reviews (over a thousand) now. Please let me know what additional information you need. Thank you.

  Business response

  01/04/2023

  BBB ID number ********
  Please see my responses below regarding this matter under the Merchant Services Dispute:
  Merchant Services: Dispute
  Merchant Number: ***************
  ******* *** did approve, received work and parts, approved and paid for services on
  her vehicle.
  The client had come to our shop for diagnosis of a misfire from her engine and the vehicle
  running rough. She approve an initial inspection of the full vehicle ($135) and the diagnosis of
  the misfire problem ($190) - Total of $325. ( See original documentation of her approval for the
  inspections. )
  We performed that inspection work thenwe called her with the findings. She approved the
  recommended repair of the spark plug replacement for $282.51
  She declined other work that was recommended during the vehicle inspection.
  We combined a **** voucher that she purchased and an available 10% off labor discount of
  $125.
  She gave us her credit card information for payment for the total of $491.57. We charged that
  amount on 09/20/2022 at 4:58pm.
  Please see the attached closed out repair order with the details of this transaction.
  ******* *** was not offered any refund. She is not due any refund.
  ========
  Secondly, I believe ******* ***, goes by ***** *. on ********, who also goes by “*** **” on
  ****, “Numero Uno” on ****, and “GoodP” on ****, has written seveal negative comments and
  reviews.
  She has also filed a claim with the BAR and the BAR found no wrong doing by A+ Japanese
  Auto Repair. The case is closed.
  She has been personally rubbed the wrong way through some comment or some feeling. So
  now this the next step in her process to discredit and penalize our company.
  Please see the review below.
  Please let me know if you have any additional questions about this.
  Many thanks!
  **** ***** ************
  A+ Japanese Auto Repair, Inc.
  *** ********** **** *** ****** ** ***** *** **
  One star review
  If you're on ******** in the San Carlos area, many locals have complained about this place. They
  are thieves in sheeps clothes. Also take a look at the past bad reviews, we were all taken
  advantaged of. They will tell you, you may have engine issues bc of "bad gas" when it's just a spark
  plug replacement. A spark replacement should only be $200 ish but you'll come out paying $600!
  Be very careful, they seem extremely nice in the beginning BUT are extremely AGGRESSIVE and
  intimidating later when you question their charges.
  My advice is to ask around. Don't trust the reviews on this site. They only offer discounts when you
  write a nice review.
  =====
  ***,
  We are very sorry that you feel this way.
  I wanted to touch on a few points.
  Let’s start with when you came to our shop and our recommendations:
  - You arrived at our shop complaining of the check engine light flashing while driving.
  - We quoted you a $190 inspection fee for the check engine light and $135 for a full vehicle
  bumper-to-bumper inspection.
  - Our technician completed the inspection and sent over the digital vehicle inspection of his
  findings on your vehicle, so you could see the same items that we see, in real-time.
  - There was never a mention of “bad gas” on the inspection report or on our phone call.
  - There was never a mention of damaging the engine on the inspection report or on the
  phone call.
  - The digital vehicle inspection did recommend changing your spark plugs as the first step in
  repairing your vehicle.
  - The price to replace the spark plugs the price was $282 + $9 for tax.
  - After the **** Coupon and your *** discount, the total inspections and the spark plug
  replacement came $491 after tax.
  Next - “Being extremely nice in the beginning” - Thank You.
  Next - “Extremely aggressive and intimidating when you question their charges”- I would classify
  our approach as helpful and transparent, certainly not extremely aggressive and intimidating. If we
  approached clients in that way, we would most certainly not be in business.
  We continue to evolve our approach to better communicate with clients what we are recommending
  and why for our clients.
  We used to send photos only. We now have a complete software solution with notes, arrows,
  photos, and videos. Sure it takes more time and energy on our side but we think that approach is
  comprehensive for our clients.
  Our intention is never to “sell” to the client, instead, we go over the vehicle report as if the client is
  standing next to the car with us, answering any questions they may have, and help prioritize the
  recommended services.
  Our job is to make sure a client is never “sold to” and does not feels any pressure from us. These
  cars belong to you, our client, so we give you everything we can so that you can make the best
  decision for your situation.
  Next - “My advice is to ask around. Don't trust the reviews on this site. They only offer discounts
  when you write a nice review.”
  We certainly don’t do this. I am not sure where you heard such a thing or if you had just made that
  up in the heat of the moment. We are grateful to receive reviews, good or bad. The good clarifies
  the things our clients appreciate and the bad, areas where we can improve.
  Also, it doesn’t make much sense to offer a discount “in the hope” of receiving a review. Anyone
  who does that, I think is missing the mark. The goal of receiving a review is to give such excellent
  service that someone will be compelled to take their time to create an account, find our business,
  and write something nice. That is what has worked for us and earned reviews overtime at our
  business.
  *** - you have responded here, and seemly upset. You have reviewed and berated us on ********
  door, again upset. You have contacted the ****** ** ********** ****** and we supplied them with
  all of your paperwork. They found no wrongdoing and closed the case in our favor.
  My recommendation as a small business owner, whether at our facility or any small business, would
  be to call the business and ask to speak with an owner or manager. Typically, if you have issues,
  people like to help. We certainly do.
  Wishing you all the best in your future auto

  Customer response

  01/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Please see all attached documents

  ****, the owner was not there nor have I EVER met him. Everything he is saying is hearsay. All he has done is harass me on ********, he took down his some of his responses but I have many on my post who witnessed it and have asked me if I need protection from him, given his aggressive behavior towards me. I also have past customers of his who have experience the same or something very similar incident. Many disgruntled customers as well as ex-employees. Please let me know if you would like these witnesses to explain their grieves with A+ Japanese Auto/****. Perhaps this will encourage them to file a complaint as well.

  I went in because I was referred to them on ********. They assured me they do not take advantage of others and are responsibly priced. ALL my INTERACTIONS and conversations was with ******- see attachment. I went in to replace my spark plugs, ****** told me that it sounds like bad gas which is why he noted the gas station. ****** told me that they've been getting A LOT of customers with bad gas and he said it could have ruined my engine. My car is pretty new, **** ****** with 54K miles which scared me. BUT HE SAID NOT to worry that my car insurance "under comprehensive" would cover it, which is why I said fine let's do the evaluation BUT I said I wanted them to check the SPARKS PLUG FIRST bc if that was the problem none of the other stuff can wait. ****** AGREED. I brought it in on Friday afternoon, he said he would do my a favor and have his guys look at on SATURDAY. NEVER HAPPENED. Long story short. THE PROBLEM WAS ONLY THE SPARK PLUGS and they didn't look at it till TUESDAY and by then I was desperate for my car (couldn't work) and said I'd pay for the spark plug and pleaded with ****** to write off the other stuff SINCE IT WAS NOT NECESSARY AT ALL. ****** SCREAMED AT ME (and there are many customers that have encountered his RAGE). I got my replacement and car at the END OF DAY on Wednesday. They were going to hold it till Thursday till I again had to argue and SCREAMED at by ******.  

  This "discount" **** is referring is a LIE. I bought the coupon on ****, pay $50 for $75 service coupon (see attached **** coupon) and after ****** was done screaming at me, ****** said he would give me $50 discount if I wrote them a "nice" review on ****. I reported them to **** bc it is illegal and against policy according to ****, see attached response from **** corporate. Which disproves **** claim they gave me a $150 discount.- See attachment.

  Please let me know what other information I could provide. If you need other witnesses I'm sure I'll be able to find other disgruntled customers and ex-employees regarding A+ Japanese shady business practices which would go hand in hand with my complaint.

  To ****, the owner of A+ Japanese - BAR told you to refund me for the diagnostic and evaluation. I'm fine with paying for the spark plug replacements. It's only fair and only honest. I will keep reaching to my neighbors till this is resolved bc there are many you took advantage of  (i.e. the young father, the professionals, the daughter, the sister and many other women). Apologize (stop blaming others), change your practices and you won't have really upset disgruntled customers as well as disgruntled ex- employees. 

  
  Sincerely,
  
  ******* ***

*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. ↩