ComplaintsforCircle Car Care

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new engine and transmission for my 1996 Tahoe and had a local repair shop called Circle Car Care install it. The company that I bought the motor and transmission from offers a warranty that covers the labor costs for replacement of any parts that need to be replaced in the event of failure. The engine failed after driving it less than 2 thousand miles after installation. Car is back at Circle Car care and new engine is installed. They called this morning to say we could pick it up and it would be 650 dollars, but after sending my wife in an Uber with the 600 dollars, they will not release it to her because she did not also bring the full payment for labor replacement. They now want to hold it for ***** days until warranty claim is resolved and they are paid. We need our car now we have already paid 1600 dollars this month in rental fees due to the situation. Please help! I am sure I have supporting documents demonstrating the warranty terms and proof of purchase. I will supply them as soon as possible once I **** them down. Doesn't this business have an outlet in court if not paid and no need to hold my property? I've already given this place ************************************************************** How much do I have to suffer before we can have a solid car to transport our kids around in.

  Business response

  04/24/2024

  Mr. ******** Car, the 1996 Chevrolet Tahoe was brought in the first time on 05/23/23 and needed new engine and transmission. 
  The mechanic shop gave him an estimate but customer declined. 
  He preferred to get the engine and transmission by himself. 
  The shop manager explained to him that if he gets his own engine & transmission, the shop cant give a warranty on labor since we dont know where he bought the parts. 
  ****************** understood and agreed to the terms, he even mentioned that the place he buys it from offers 3 years warranty with ******* miles. 
  We did the job per customer request and got everything done on 07/06/23. 
  When car was released we requested from the customer to come back after 500 miles when engine brakes in for a FREE oil change and regular check up (its our normal checkup after this kind of job) customer said Ok but never came back. 
  On 02/12/24 ****************** called the shop and said that car does not start. We advised the customer to tow the car to the shop so we can check exactly whats the problem. 
  We realized that the engine failed and we explained to the customer that he needs a new engine. 
  Customer was screaming and cursing over the phone and did not want to listen. The owner spoke to the customer and told them that he can call the place that he bought the engine from and use the warranty that they were providing. Customer was saying that he has never done it before and he doesnt know how to do it, *** offered his help and ******** agreed. 
  Ran spoke to customers engine provider
  PowerTrain and explained the situation. After a long conversation and an email with a PowerTrain representative and engineer, *** got approval for a new engine for ******************. 
  *** asked PowerTrain whats the terms for payments and was advised that theyre paying only $115 an hour (which Circle Car Care charged $125 an hour) and only paying for 15 hours. Which the job takes 16 hours. 
  Also, payment goes by check directly to ****************** since hes originally the customer with PowerTrain and it takes between ***** days. 
  Ran passed all the messages to ****************** and told him that he might need to pay the difference ($10 per hour + the one hour extra that will take us to complete the job also PowerTrain does not cover any liquid and filters that maybe) customer again start to scream and Curse and *** told him that h*** do it for him for the price that the insurance gave and for the good will and for the peace since ****************** was a customer for a long time even tho with the old owner. 
  When doing the job, the mechanic realized that the customer needs stuff that was an additional $650. Service Writer spoke to the customer and explained the situation and customer agreed for the additional cost. 
  On 03/15/24 the car was done and we called ****************** to pickup his vehicle. 
  ****************** sent his wife to pickup the car. 
  She thought that she only needed to pay $650 and brought cash. 
  When we explained to her to her that she needs to pay the whole bill and shell get reimbursed by the ****************** she got really upset (we even got PowerTrain representative on the line so she can hear it from them) she didnt want to listen and she start to get upset and scream inside the shop. We explained it to her that our company policy is We cannot release any car before we got paid in full. She did not want to understand it and call the police to release the car.
  Police agreed with us and explained to  the lady that she has to pay in full since the Shop needs to protect itself. 
  Circle Car Care is always here for their customer and always here to help which we did when we fight for ****************** to get a new engine from the company WE BOUGHT but at the same time needs to protect themselves.

  Customer response

  04/24/2024

   
  Complaint: 21440239
  
  I am rejecting this response because: Ran is lying. I did not agree to anything. I sent my car via tow truck to Ran's shop after the engine failure to determine the status of a warranty replacement on the newly installed motor. Consider I had just spent a combined ****** dollars to get a new motor and transmission installed. The moment *** called me the first time after the car was dropped off he informed me that there was no motor oil in the vehicle and that it had nothing to do with him. Naturally that response incited some anger since his shop was responsible for the installation and clearly has something to do with the situation since they are the listed service provider with the warranty company. Right of the bat it sounded to me like he did not want to be involved in helping me at all from the onset and was trying to alleviate himself of any liability. I immediately informed him that my expectation was that the warranty would cover a new motor, or he must be liable in some way since the motor didn't hold oil until its 1st oil change. Once he acknowledged that I would be willing to involve my attorney, he acknowledged that I could initiate a warranty case with the mfg and he would work with the warranty company to take care of it. I did not hear back from Circle Car care until the date of the incident where **** called to tell us to pick up the car for 600 dollars. No written estimate, no nothing but a phone call to say the work had already been done, bring the 600 and the car would be released.   
  
  Secondly, the original installation happened during the summer of '23 while I was on a trip. The vehicle was to be done by the time I got home. When I arrived home from the trip I was told via text (I still have these messages btw) that Ran would be keeping the vehicle for an extra couple of weeks to drive it around and 'break it in' and make sure there are no leaks. This would imply to me that they already did the breaking in and checking during the first 500 miles. 
  
  3rd of all, during the first 500 miles of me taking over the car from their 'break in' time, I came to their shop twice (which I also have texts from these dates asking for status). It is clear that since my only other vehicle was in their shop at the time, I would have had to brought my Tahoe there at least twice during said period where *** has lied and said I did not. Once when my wife picked me up from dropping off my GL450 and once when I came to pick it up after *** tried to get me to defraud my insurance company rather than **** down the source of a voltage leak that was draining my battery overnight in that vehicle. Both times I was onsite with the Tahoe I recall asking *** if they wanted to additionally check the fluids on the Tahoe and both times I was told they were too busy. 
  
  Since *** clearly wants to lie about things I most definitely have proof of, and since I have already consulted my business attorney in the matter, my intention with this response is to give Ran the opportunity to return my vehicle to my property within the next 5 days, or I will retain my attorney for a suite where I will bring proof of Rans lies. Also, it is important to point out that the law in ******* requires that a mechanic shop provide a customer with a written estimate of any work to be done on a vehicle and the customer must sign the written estimate prior to work being done. I was never given any written estimate, nor was I ever even told that the warranty was approved or that it would be paid out. I was also never told that a new engine had arrived or that it was being installed. I only received word of all of this on they day I was called and told that an alternator had been installed that I had not approved, and that I could come pick up the car for 600 dollars. I'm actually still unclear on several points. 1) What work is being done on my vehicle and how much is this working going to cost me out of pocket. 2) Is the warranty going to cover a new engine replacement. 3) If the warranty is not approved, then clearly there was a faulty installation and I would hold Circle ********* liable for the new installation of the warranty provided motor, and therefore would likely still need to pursue relief in the courts. 
  
  In summary *** has shown to be willing to commit fraud against insurance companies, has provided inflated prices for parts and installation hours such as 350 dollars to remove bolts in my case and there are other cases I will bring to the courts attention from some of my neighbors. I have also received guidance from the previous shop owner *** in this matter so even the previous owner has received enough negative feedback from his previous customer base to want to get involved here and help out.
  
  Finally, I have created a customer advocacy company called ************************** ********* where the mission of this customer advocacy group will be to bring fraudulent business owners like Ran to the attention of local authorities, courts, and the court of public opinion in as painful a manner as possible. I will continue to press this businesses mission as long as my car is absent from my driveway.
  
  I appreciate everyones time and attention to this matter.  
  
  Sincerely,
  
  *************************

  Customer response

  04/24/2024

  I forgot to mention, *** also failed to coordinate return of the original core correctly back to the engine manufacturer after they removed it during the first engine installation. I'd like to raise the value of my complaint to ************************************** 500 dollars I did not plan on spending. I'd also like to include the cost of the rental van which was 1800 dollars over the course of 4 weeks before we finally decided to purchase a new vehicle to fix our transportation issue. 6000 for the original install, the value of my vehicle (which would need to be appraised), plus the cost of rental, plus the cost of core, plus legal fees. That will be the value which I will be pursuing in court. 

  Thanks again and have a wonderful day! Looking forward to a positive resolution to this matter.

  Sincerely,

  *************************

  Business response

  05/20/2024

  Mr. ******** Car, the 1996 Chevrolet Tahoe was brought in the first time on 05/23/23 and needed new engine and transmission. 
  The mechanic shop gave him an estimate but customer declined. 
  He preferred to get the engine and transmission by himself. 
  The shop manager explained to him that if he gets his own engine & transmission, the shop cant give a warranty on labor since we dont know where he bought the parts. 
  ****************** understood and agreed to the terms, he even mentioned that the place he buys it from offers 3 years warranty with ******* miles. 
  We did the job per customer request and got everything done on 07/06/23. 
  When car was released we requested from the customer to come back after 500 miles when engine brakes in for a FREE oil change and regular check up (its our normal checkup after this kind of job) customer said Ok but never came back. 
  On 02/12/24 ****************** called the shop and said that car does not start. We advised the customer to tow the car to the shop so we can check exactly whats the problem. 
  We realized that the engine failed and we explained to the customer that he needs a new engine. 
  Customer was screaming and cursing over the phone and did not want to listen. The owner spoke to the customer and told them that he can call the place that he bought the engine from and use the warranty that they were providing. Customer was saying that he has never done it before and he doesnt know how to do it, *** offered his help and ******** agreed. 
  Ran spoke to customers engine provider
  PowerTrain and explained the situation. After a long conversation and an email with a PowerTrain representative and engineer, *** got approval for a new engine for ******************. 
  *** asked PowerTrain whats the terms for payments and was advised that theyre paying only $115 an hour (which Circle Car Care charged $125 an hour) and only paying for 15 hours. Which the job takes 16 hours. 
  Also, payment goes by check directly to ****************** since hes originally the customer with PowerTrain and it takes between ***** days. 
  Ran passed all the messages to ****************** and told him that he might need to pay the difference ($10 per hour + the one hour extra that will take us to complete the job also PowerTrain does not cover any liquid and filters that maybe) customer again start to scream and Curse and *** told him that h*** do it for him for the price that the insurance gave and for the good will and for the peace since ****************** was a customer for a long time even tho with the old owner. 
  When doing the job, the mechanic realized that the customer needs stuff that was an additional $650. Service Writer spoke to the customer and explained the situation and customer agreed for the additional cost. 
  On 03/15/24 the car was done and we called ****************** to pickup his vehicle. 
  ****************** sent his wife to pickup the car. 
  She thought that she only needed to pay $650 and brought cash. 
  When we explained to her to her that she needs to pay the whole bill and shell get reimbursed by the ****************** she got really upset (we even got PowerTrain representative on the line so she can hear it from them) she didnt want to listen and she start to get upset and scream inside the shop. We explained it to her that our company policy is We cannot release any car before we got paid in full. She did not want to understand it and call the police to release the car.
  Police agreed with us and explained to  the lady that she has to pay in full since the Shop needs to protect itself. 
  Circle Car Care is always here for their customer and always here to help which we did when we fight for ****************** to get a new engine from the company WE BOUGHT but at the same time needs to protect themselves.

  Customer response

  05/21/2024

   
  Complaint: 21440239
  
  I am rejecting this response because: The shop owner has lied repeatedly. The place I bought the engine from works with the shop of record and provides a warranty that covers labor. The shop owner was informed of the terms of the warranty and agreed to provide the work ahead of installing the first engine. The fact that he states that I agreed that he would not provide warranty services is a lie and directly opposite of why I bought the motor and transmission from the source that I did. I cannot accept a response that in and of itself is based on a lie about the original agreement. This guy tries to commit fraud on a regular basis and is even doing it on your website by lying about the events that occurred.
  
  State law requires that the shop provide the customer with an estimate and that I sign it prior to any work being done on my vehicle. I wanted to know if the install of the new motor was to be covered under warranty and how much I will be responsible for should the shop do the replacement. The shop owner never gave me a chance to understand if the work would be covered under the warranty before they went ahead with installing a new meter. They also never provided a written estimate, and they even put new parts on my car that I didn't even know about until after I was called to be informed that the entire job was done. From the sounds of it, this shop acts fraudulently on a regular basis based on other incidents I have come across from neighbors since I encountered this ***** of a new owner. The previous owner of the shop has personally called me to tell me that others have told him they are being defrauded by the new owner. How many times will you let this guy lie on your website before you help me recover my property? 
  
  Sincerely,
  
  *************************

  Business response

  06/21/2024

  The customer brought his car to our shop after notifying us over the phone that his vehicle was not starting, seven months after we performed an engine replacement using parts he supplied. Circle Car Care does not provide warranty coverage for customer-supplied parts. ****************** informed us he wasn't concerned about our warranty terms because the engine supplier guaranteed a three-year or 100,000-mile warranty on the engine and transmission. With this understanding, Circle Car Care agreed to proceed. Upon inspecting the vehicle, we discovered the engine had no oil. After completing the job we instructed ***************** that in 3 months time he will need to return for a free oil change and check up. Which is a crucial maintenance step we advise all customers to follow especially after a job of this caliber. This lack of maintenance was explained to ******************, yet he is trying to claim us responsible for the failure of his engine after he decided to go against our instructions and not complete a standard routine oil change. During a heated phone conversation, ****************** expressed dissatisfaction and even made threats towards our service writer. Despite this, our service writer attempted to assist by contacting ********************** engine supplier to initiate a claim for a replacement engine. The ************** advised us that they will pay only $110 an hour in which Circle Car Care charges $125 an hour. Circle Car Care owner empathized with ********************** situation, particularly knowing that he and his partner were expecting a baby. In a gesture of goodwill, the owner waived the additional $15 per hour charge for 15.5 hours of labor, amounting to a discount of $232.20.
  Despite ********************** aggressive tone and lack of civility towards our staff, we proceeded with the repair after obtaining his approval via text, as he was unable to visit the shop to sign documents. During the repair process, our technician identified additional necessary repairs unrelated to the engine replacement. In which ****************** was informed and agreed to cover these costs separately .It's important to note that the customer's failure to maintain proper car care, including regular oil changes, contributed to the issues encountered. Throughout the entire process, Circle Car Care maintained clear communication with ******************, ensuring he was informed at every stage. Upon completion of the repairs, we were unable to release the vehicle to ****************** immediately due to his financial constrainthe was awaiting reimbursement from the engine company, a process that typically takes between 30 to 90 days. As a busy mechanic shop with limited space, every parking spot and lift is valuable to us.
  In conclusion, Circle Car Care demonstrated flexibility and empathy towards ********************** circumstances, offering a significant discount despite his adversarial attitude towards our team. We remain committed to providing transparent and professional service to all our customers, even in challenging situations.

*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. ↩