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:03/20/2024

  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.

  Vehicle had been in repair since September of 2023. After months of keeping my car, they returned a brokem car. They voided my warranty by putting in a junk yard engine with out my consent, and voided my warranty for any other shop to work kn the car, and they say it'll take more months to try to fix thet car they damaged. Im left homeless and woth out being able to work due to this in compitance. They refuse my calls, and are threatening when i go to the location in person. They charged my insurance and me 1000s to be left with out a car

  Business Response

  Date: 03/20/2024

  East Hill Automotive repaired a cylinder head gasket originally. After doing the cylinder head gasket replacement the vehicle had a issue with the lower end of the engine causing a running concern. The lower engine damage was not due to the repair done for a cylinder head gasket. Mr. ****** has caused several issues at our repair facility including threatening to harm himself because the vehicle wasn't done fast enough. East Hill Automotive replaced the engine in his vehicle free of charge and Mr. ****** was fully aware that we did this because we felt bad for his situation and for him. The engine we used for the vehicle had lower mileage than was on his faulty engine and carried a 3 month warranty. As stated by Mr. ****** the repair was done in September which puts that repair out of warranty. The General Manager reached out to Mr. ****** and explained there was no further warranty on the vehicle but we would do our best to work with the price for him.  Mr. ****** was also told there were special tools required to adjust valves on that engine and the tools were ordered and he would be informed when they arrived. The vehicle can be driven so claims the Mr. ****** will lose a job or place to stay due to his vehicles running concerns are not true. East Hill Automotive can fix vehicles as fast as humanly possible but we don't control when parts or tools arrive to complete repairs. East Hill Automotive has MORE THAN FAIR in this situation!!! These repairs are NOT under warranty and if Mr. ****** is not happy with our time frame he is more than welcome to take his vehicle to a repair facility that can accommodate his time restraints.

• Initial Complaint

  Date:11/09/2023

  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.

  We actually took our car in to East Hill Automotive *** ******* ***** on 9/16/2022 (i see the date they put was incorrect on a invoice which was 9/27/2022) we was told it was only a ground problem because it drove fine (it was only a small issue with the speed odometer/dash problem) we was quoted a price and they said it would be ready in a few days. so after a week or two, we never received call from them to let us know if it was ready. when we called them to see if our car was ready, they told us it wasn't ready yet.. so we started calling every week and still it wasn't ready. then one day we went there to see what the problem was and told them we were just going to go ahead and take it because nothing was happening and then they told us the mechanic had did something wrong and the car will not start.. (so of course we couldn't take it because it wouldn't start) after 10 months of trying to get our car back they said they got it to start.. when we went to get it they wanted to charge us a lot more than the original quote and it was not repaired at all. it still had the same odometer problem... when we showed them that, they agreed but was going to let us take it but the problem was they set our odometer back to ZERO miles on it... we did not approve them the ok to do that and we called the DMV and they told us the automobile shop is responsible to set it correct.. long story to this is they still have our car a year later and we have paid insurance and a two year tag while it is still there. (we always pay the two tag decal) all we want now is our car back the same way we left it with the mileage correct.. and we don't want to pay for a service that was not performed. (everyone said we showed a lot of patience with them) it would be nice if they would compensate us for the money we spent on the insurance & tag. Thank you for helping us..

  Business Response

  Date: 11/24/2023

  The vehicle has a instrument  cluster that was only built on their vehicle for 2 years. The part is obsolete and the only recourse is to have the instrument cluster rebuilt (if parts are available). The instrument cluster has been sent out for a rebuild but there is no estimated eta on repairs at this time. The customer was contacted and the wife was informed that the vehicle started and ran but the odometer was showing 0 miles and she informed our facility that she wanted to pick-up the vehicle. Upon arrival the husband informed the shop that he didn't want to take the vehicle with 0 miles on the odometer. The couple was given the total left on the work order by previous management (the repair facility is under new managment). The couple was told by the current management that we would honor the agreed amount upon completion of the vehicle (even though they had no proof of the the agreed amount and the pervious management left notes on the repair order). East Hill Automotive will not give any further compensation and the customer will be contacted when repairs are complete.

  Customer Answer

  Date: 11/27/2023

  
  Complaint: 20846096
  
  I am rejecting this response because: it has been 14 months (one year & 2 months) from the time we took our car there.  when we took it there, it ran operated good besides it would only sometime get a speed odometer movement (like a short) but seldom it did that..  and East Hill automotive said they could resolve the in a few  days.  less than a week. we never agreed to a price nor signed anything because they act as if it wasn't going to be very costly to use. we originally talk about few hundred dollars.  we never heard form them so we went there (because we live less than a half mile from there)  and they said, they haven't had time to look at it..  so we started going to check on it about every week. finally we decided we just wanted our car back and they told us that they did something and now they couldn't get our car started. so after about 6 weeks we started checking every 2 weeks. so we could just get out car and forget about checking it out..   it drove fine when we took it.  so time went on where they would always give us a different reason why it wasn't ready to go. finally one day they told us they got it started again so they repaired it.  so i was skeptical about it so we took it for a test drive and it was doing the exact same thing with the speed odometer.  (Thank god it did it because it only would do it sometimes.  NOT all the time) all we want is our car back exactly the same way we took it there..  with our milage with the correct miles on it like it was..  since this has happened we have met a few people that has had a similar experience.  not with the same car problem but other car problem with a bad costumer service there...   we can refer you to other people in our neighbor (because we live so close to them) that has had a problem.. Please fix the milage reading correct and let us pick up our car and call it even,  so we don't have to get attorneys involved..  also i'm scared they will never really repair correctly and try to charge us a lot of money and never did anything. because it doesn't do it all the time so we could easily be fooled at the moment..

  Thank you for helping us. & getting us out of the worst situation i've ever experienced with a car..
  
  Sincerely,
  
  Bunnath & Donnie ******

  Business Response

  Date: 12/13/2023

  The instrument panel has an internal short that cannot be repaired. East Hill Automotive has looked for a new replacement instrument cluster through the dealership and aftermarket vendors. As stated in the previous response, the parts are unavailable. East Hill Automotive also has sent the instrument cluster out for rebuild and the instrument cluster was sent back to us with a note saying it was "un-repairable" because the parts to repair it are unavailable. East Hill Automotive has found 2 replacement used instrument clusters with similar mileage. East Hill Automotive reached out to the customer to let them know the situation. Mr. Pelk said he had to discuss it with his with and he would let me know. The reason the vehicle came to the repair facility was because the instrument cluster would stop working. The reason the vehicle stopped running while at the repair facility is because the cluster is shorted and caused damage to the pcm. East Hill Automotive has countless hours of diagnosis time, a pcm replacement and moneys spent trying to get the instrument cluster repaired (which is the first concern) that has not been charged to the customer. East Hill Automotive will complete repairs once the customer makes a decision. East Hill Automotive will not be held responsible to pay anything further.

  Customer Answer

  Date: 12/13/2023

  
  Complaint: 20846096
  
  I am rejecting this response because: all we want is our car back the way we left it because the first time we was told what the problem could be, we said we will come get it.  after we said that, that is when we told something went wrong (maybe over surge or connected wrong) so the day they told us they got it running the same way we brought it (which was good) we went to get it and the husband realized it had zero miles (as in No mile) on it. so we said just get our mileage correct and again the other problem is very minor so we will live with that... the fact is they did nothing to correct the problem we brought it there for but added a new problem..   which is illegal for what i was told form the DMV..   what we want is set out mileage correct and do try anything else (like want we brought it there for)  and let's call it even because we have lost more money than they have base on usage, insurance, and insurance penalty because we are on mile wise, tags and wasted time...  we are deep in debt on this..    we got our new tag registration in April for two year like always and it's still sitting on our dresser at home..  we will probably agree to accept one of those clusters if we can walk away with our hands clean with no payment or bill..  if we can't get this corrected through the BBB we will go forward with other actions.  we already went to the court house to get information on filing small claims as well with a legal team.  we don't have a lot of confidence in East Hill Automotive on getting this correct.  it has been one year & 3 months.. for a small problem. (that's what we was told at the beginning)  basically lets come to a fair agree and close this case because everyday is costing us money..  it is costing east hill automotivetive nothing for letting the car sit there..  ******** *nsurance changes penalty when the devise is not getting a reading and we had to go there many time and have them charge the battery for that reason.  (it was a brand new battery for it at ***** ******* chevrolet about a month or two before we took it there..  
  
  Sincerely,
  
  Bunnath & Donnie ******

  Business Response

  Date: 01/03/2024

  It was explained to the customer that the mileage was set to 0 BEFORE you came to pick the vehicle up. You explained that you just wanted the vehicle back so you could trade it in. You have been contacted multiple times about the options for repair and at this point YOU are costing yourself money NOT THE REPAIR FACILITY. Vehicles break and sometimes parts are not readily available. It is not East Hill Automotive's resposibility to cover insurance payments or registrations. 

  Customer Answer

  Date: 01/05/2024

  
  Complaint: 20846096
  
  I am rejecting this response because: this information is not correct because the part they originally had told us it was, (the part listed on the invoice) turned out to be the wrong part of the problem.  they have admitted that to us.  the part they are planning to order now is something that came up over a year later. now we feel like this has gone long enough so we have started to address this matter a little more.  we have only held them up for the past 3 or 4 weeks because we didn't feel like the options they offered us was fair.  that is only one month out of a year and a half our car has been there that we have held them up.  but we have spoke with them recently and we are waiting on them to get back with us on the part that they need to set the mileage (this is not the part that was originally the problem they thought it was or is) this is something that occurred during the time they have been working on the car.  And yes the mileage was already set to zero when they called us. this was before we went to go get the car when they said it was ready.  this was two months ago... but we never agreed or approved for them to set it to zero.   it was already done by their mistake when we was told that on the phone.    we have not come to agreement yet but Jay (the person we talk to most recently) feels like we can settle this issue very soon.  so we are waiting to hear what he has to say before we go with his ideal or pursue this another way..  like we keep saying, we just want our car back exactly the way it was the very first day we left it with them.  and then we all could call it even. because that truly is what we said a couple weeks after we took it there.  we just ask them to get it running again like it was and we will come pick it up with No repairs.   the problem according to the management was a very manner issue.   

  **about the cost of the car setting there for the last year and a half,  where they say they are not responsible for insurance & tag registration fees. we understand that but when we took the car in we was told they would get it check out for us in less than a week.  when we went back to get it, we was told something went wrong and they did something that would not allow the car to start. ** it started and drove fine when we took it there.  we have people and the manager that was there at the time will tell you that..    so that is why we feel like we shouldn't have lost all this money for these fees.
  
  Sincerely,
  
  Bunnath & Donnie ******

  Business Response

  Date: 01/09/2024

  We have spoken to the customer and have agreed to terms. East Hill Automotive considers this closed

  Customer Answer

  Date: 01/14/2024

  
  Complaint: 20846096
  
  I am rejecting this response because:  the last time we have spoke with them was (01/03/2024) and hopefully we can resolve this situation. we are still waiting on them to give us a call to see if we come to agreement to finalize this problem.  so the reason we put "rejecting the response" for now is because we want everything final from both sides before we close the door on this.  so what we are saying is we don't want to ok anything till we have our car back just the same way we left it with them...  we think everything could work out (of course we was always thinking that). but hopefully it will this time..  
  
  Sincerely,
  
  Bunnath & Donnie ******

• Initial Complaint

  Date:06/23/2022

  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.

  On 3/3/222, I called *** to have my car towed to my house due to the car not starting. East Hill Automotive and Towing was the towing company they referred. The tow truck driver drove very fast and reckless when he arrived and pulled up behind my car. He seemed very hyper and nervous. He did not appear to know what he was doing and had difficulty getting the car hooked up to get on the tow truck. He finally got the car on the tow truck and sped out of the parking lot. I followed in another car, but could barely keep up. I previously told him I did not want the car in the driveway, but to put the car in the grass next to the driveway. I did not tell him why, but the reasoning was because we had just poured concrete earlier in the day next to the driveway. When I arrived at the house he was already unloading the car in the driveway. I had two trash cans in front of the new concrete so no one would walk on it. The driver moved the trash cans out of the way and proceeded to step on the freshly poured concrete. I yelled at him and he quickly moved, but we have his boot print in the concrete that we paid $1500 for. Since he had already unloaded the car I did not have him move it, thinking I can just move it later, which we did. After he unloaded the car he got back in his truck. I thought he was just moving the truck out of the way and was going to get back out to make sure everything was ok, but he just kept going and sped off. I tried for a week to speak to a supervisor, but no one would return my calls ... On 6/15/22 we had to tow the same car to another location to get worked on. The car had not been driven since it was towed to the house on 3/3/22. When the tow truck driver of another company arrived, he looked at the back wheels/tires and noticed they were bent inwards. He noticed that the rods (control arms) were bent where the previous tow truck driver (with East Hill Towing) had hooked up the straps to put the car on his tow truck.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/06/28) */ Thank you for you concern with East Hill Automotive. This is the first we are hearing of this matter other than your recent damage complaint with AAA Motor club. The employee that provided service is no longer with our company due to another job offer. Our fleet is on GPS/Speed controlled devices. These units are set to the posted speed limits on each road traveled and by gps location. We would be glad to go back and check video footage/alerts, but our storage limit won't allow footage back from 3/3/22. Due to motor club rules, company rules, and weight of our trucks; we are required to stay on paved or concrete surfaces. Many reasons for this... buried water lines, sprinkler systems, damage to lawns, meters, etc. The vehicle was not a running vehicle, and you state that you would move it later and did? How was it moved and was damage you speak of caused then? Our fleet uses towing bridles which go to the slots in vehicle frames designed for hook points when vehicle is disabled. We do not have contact with the rods (control arms) that are listed. We do use nylon straps over the tires once the vehicle is on the bed and that is required by DOT. It is to secure the vehicle and one is required on the front and one on the rear per DOT regulations. Again, no straps are used to put the vehicle on the tow truck as is stated in the letter. As we stated, this is the first we are hearing of this matter and is totally out of our company protocol. We would be glad to inspect the damage concern at either of our repair facilities. If we find that the damage could have been caused by our service, then we would take care of repairs at our cost. Consumer Response /* (3000, 7, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept that this is the first time hearing about our complaint because we left messages with the receptionist and called several times the week of March 3 and could not get a supervisor or manager to take our calls or call us back. Unfortunately I do not have pictures of what the tow truck driver used, but I know he used metal hooks on a chain to move the vehicle onto the flatbed truck and I firmly believe this is what bent the control arms. We had to move the vehicle by pushing it, but got it parked where we needed it. Business Response /* (4000, 9, 2022/07/01) */ We have multiple Dispatchers if your call was made to our towing facility, but we have no record of a call being made to us. We also have multiple repair facilities listed under East Hill, so could the call have gone to the wrong ********? I am speaking from the General Manager position over the towing departments and am trying to help you. Stated before, we use towing bridles for proper equipment hook points for towing services. Bridles are not made for or designed to hook to control arms so is not recommended or a practiced act within our Company. As previously stated, towing bridles are used to hook to factory designed locations on vehicles for hook points/towing needs. East Hill Towing offered for our repair facilities to examine the vehicle for any possible damage that we could have caused. Please let us know if we could be of assistance. Consumer Response /* (4200, 11, 2022/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) My wife and I called the shop on Airport Blvd numerous times trying to get a manager or supervisor to call us back to file a complaint. I'm sure you don't have a record of it because we never received a call back. I will get my phone call records from T-Mobile if I have to. As for the "correct" procedure for hooking up the car, It doesn't matter what the correct procedure is to attach a vehicle. I can tell you the driver used hooks.