ComplaintsforPopular Mechanix

• Initial Complaint

  07/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Popular Mechanix ************* for their unsatisfactory car service on my 2018 Volvo XC90. The experience has caused inconvenience, financial loss, and raised concerns about their integrity.On June 19, 2023, I had my vehicle towed to Popular Mechanix ************* due to brake and right taillight problems. Given the urgency of the brake issue and my scheduled appointment, I expected prompt and reliable service.However, just two days after leaving my car with them, I received a message stating that an accident had occurred at their service center. Initially, they assured me it was minor and wouldn't affect the repairs. But when they sent me a photo, it was clear that significant damage had been done, requiring extensive paintwork.The lack of transparency and failure to provide accurate information about the accident is troubling. I entrusted my car in perfect condition, but they haven't disclosed the details, leading me to suspect an intentional accident for insurance purposes.My car is still in their repair shop, and they have shown no concern for the devaluation or compensation. As a luxury Lyft and Uber driver, the unavailability of my vehicle during Pride Week has caused substantial income loss, which I hold them responsible for.I kindly request the Better Business Bureau's intervention to thoroughly investigate this incident and ensure transparency. Please request detailed incident reports and documentation. It is crucial to assess the devaluation of my vehicle and hold Popular Mechanix ************* accountable for the damages caused.I trust the BBB recognizes the gravity of this complaint and its impact on my personal and professional life. I request your prompt attention to this matter, seeking a fair resolution. If Popular Mechanix ************* fails to respond or provide a satisfactory resolution, I will consider further legal action and reporting to other consumer protection agencies.

  Business response

  07/24/2023

  *************************************** had their car towed in on June 19th of this year, reporting that the brakes were working poorly. He approved $1366.16 worth of work. After we did the diagnostic and discovered it needed more work, it brought the total to $3992.01. He approved this amount as well.

  On June 21st, our mechanic damaged the vehicle while driving it in the shop. It was minor body damage and our insurance has agreed to pay for it. The pictures he provided in his complaint are the only pictures of the damage we have, and those are the pictures we sent him. We communicated this to the customer on the 22nd. He has been very difficult since then, insisting the vehicle has decreased in value (it has not, it is in better condition than when it came in). He drives for lyft and wanted us to compensate for lost wages. We spoke with our insurance company about this and they said that they need to speak directly to the customer about this. After relaying this to the customer, he said that he will not be talking with the insurance company. And he has since then accused us of damaging the vehicle on purpose and trying to commit fraud. I am not sure how he views this as having any potential for fraud, given we are not the body shop that did the body repairs from our accident. 
  
  There is a language barrier, so it is hard to tell how much is lost in translation and how much is him being difficult, but the bottom line is we were only charging him for the amount of work that he approved and the insurance company has already covered the body repair. Insurance will most likely cover his lost wages if he cooperates with them, but he refuses to speak to them. He is also refusing to pay his bill and the car is at our shop currently, accruing storage costs that we have communicated to him.
  Attached is a pdf of our entire text conversation with him (we have not spoken to him on the phone, only over text). Attached is also a pdf of the work order, indicating the amount of free repairs we did as customer goodwill. Here is a link to photos and videos of the car in repaired condition, along with the texts ******************************************* . It is clearly in better condition than when it came in (it was very poorly maintained when brought in to our shop).

   

  Our request is super simple, we want him to pick up his car and pay his bill. As of right now, that bill is $5489.97 (this includes the work he approved, which we completed, as well as the storage charges of $250/day). He must pay in cash; this is non-negotiable. We are willing to waive the storage fees if he picks up by Wednesday, July 26th at 4 PM and pays his initial bill ($3992.01) in cash. If not, the storage fees will continue to accrue from Monday, July 17th onwards.

  
  

  Customer response

  07/25/2023

   
  Complaint: 20325099
  
  I am rejecting this response because:
  
  I received your response regarding the incident that occurred with my 2018 Volvo XC90 at your service center. However, I must express my strong disagreement with the points you have presented, as they do not accurately reflect the severity of the situation and the damages caused to my vehicle.
  Contrary to your claim, the accident at your service center was not minor. The attached insurance payment you received clearly indicates the extensive repairs required, with approximately 40 percent of my car being repainted. Such a significant level of damage renders the term "minor accident" completely inappropriate and misleading. The fact that my car was almost totaled speaks volumes about the gravity of the incident.
  Additionally, I feel compelled to highlight the forceful manner in which you insisted on returning the vehicle to me despite the evident damage. As a customer, I should have been treated with care and understanding, especially considering the situation that unfolded at your service center. However, your decision to push for the return of the car without resolving the matter satisfactorily demonstrates a lack of responsibility and professionalism.
  The partial photo you initially provided was insufficient to comprehend the extent of the damage, and your failure to disclose the full details of the accident only adds to my concern regarding your transparency and integrity. As a customer, I deserve to know the complete truth about what transpired during the incident involving my vehicle.
  Moreover, the attached insurance payment raises questions about whether you prioritized maximizing the claim amount over ensuring the proper restoration of my car. The fact that you allowed my vehicle to undergo such extensive repairs without adequately considering its potential total loss is deeply concerning and reflects poorly on your commitment to customer satisfaction.
  
  Given the severity of the damages and the lack of transparency throughout this entire process, I cannot accept your response as a satisfactory resolution to the matter at hand. The consequences of this incident have had a profound impact on my vehicle, my financial well-being, and my ability to continue working as a luxury Lyft and Uber driver. I expect a more responsible and comprehensive approach from your service center in addressing these issues.
  
  I didn't have anything from your insurance company.
  
  Sincerely,
  
  ***************************************

  Business response

  07/25/2023

  Hi *****, I am going to respond to your message paragraph by paragraph for the sake of clarity.

  My response to Paragraph 1: I am unclear on what exactly is up for dispute here. I provided a complete record of our communications, as well as the work order.

  
  Paragraph 2: It seems we may have different definitions of minor accident, but what I can tell you (again) is that your vehicle was moving around 1 mph here in the shop at the time of the accident. While I understand that the insurance documents you received may make it seem like extensive work was done, this is simply because the area of the vehicle that was damaged contains many different parts, like small hinges. If you look up the part numbers they provided, you may get a better idea of types of repairs that Avenue Auto Body did. In the documents you provided, you can see that the majority of the cost of the repairs were labor and paint. Again, we may agree on definitions, but the information I have provided so far is indisputable. 
  Additionally, I must refute your claim that we received payment from insurance for this. I will reiterate what I have communicated prior, and what is also shown by the documents you provided: Avenue Auto ************** did the body repairs on your vehicle, and they are the ones who were paid for those repairs. They are the repair facility that received payment from insurance, not us (Popular Mechanix).

  
  Paragraph 3: As shown by our text messages, we did not request you pick up your vehicle until all of the repairs were complete and we had taken the vehicle on a final test drive.

  
  Paragraph 4: We gave you photos of the accident and told you what happened. Again, if you look up the part numbers from the repair orders you provided, you can see that a handful of these parts are small, and nobody would be able to see the entirety of the parts needed for repair until the body work has begun. You have in fact received the full truth throughout this entire process. 

  
  Paragraph 5: I already addressed this above but we are not the body shop who repaired the damage to your vehicle. We did not get paid for the body repairs done to your vehicle. These repairs that the body shop did were not extensive and were largely cosmetic, as supported by the estimates you provided (which indicate how much of the repairs were labor and paint).

  
  Paragraph 6: In my opinion, we have already offered a solution that meets in the middle quite a bit. We replaced a worn torque arm and also replaced a broken sun visor, completely free to you as customer goodwill. We also gave you a $100 discount. Lastly, we offered to waive the storage fees if you picked your vehicle up by tomorrow, Wednesday July 26th at 4 P.M. and pay your bill ($3992.01) in cash. 

  
  Paragraph 7: I already addressed this as well in our text messages but the insurance company has tried to contact you, you confirmed this in one of the text messages you sent to us on July 5th at 11:11 A.M.. You have to communicate with them directly if you are looking for any payment due to loss of income. I called them just now to confirm that this is the case and to confirm that you have refused to pick up their many phone calls and have made it so no voicemail could be left. If you want payment from them, you need to cooperate and communicate with them. 

  
  Once again, our request is simple. Please pick up your vehicle by tomorrow, Wednesday July 26th at 4 P.M. and pay your bill ($3992.01) in cash. If you do so by then, we will waive the storage fees.
  Thank you for your cooperation.
  

  
  

  Customer response

  07/25/2023

   
  Complaint: 20325099
  
  I am rejecting this response because:
  
  Hi ******,
  
  I haven't seen your work order before BBB. You can understand i dont have signature on that.
  On your messages you can see what we aggree on what you send.
  Now you send many recomendations.
  
  You had accident with that car. and you didnt mention these recomendtions before accident.
  How can i assure it has happened before accident?
  
  If the work order has prepared before accident, How do you know the 7/17/23.
  
  I understand your point you try to get more money from me.
  That's why you force me to get the repainted car before the decision.
  

  The insurance company didnt answer their phone. They could send me email or mail.
  

  I couldn't understand your bussines style and we couldn't solve this issue.
  
  I am not satisfied your work.
  
  
  Sincerely,
  
  ***************************************

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