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:03/27/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I took my car in second week of January to fix leaking oil. I got the car back a day later and the oil was still leaking. I took the car to Carmax because I thought there was another problem with the car. They said the part that was replaced was faulty and they could not fix it because it was under warranty from Highline Automotive. Took it back to them and a day later my Service Engine light went on, so I took it back to Carmax and they said the part that was supposed to be fixed was still leaking oil. When Carmax looked at the car they found parts that were missing that mad the service engine light go on. Side note: I was driving that car for over a month and when the car was supposed to be fixed and the engine light never went on. It did not go until after the second time I took the car to Highline, so I would have had to taken my car to this place THREE times to get my car fixed and that is not acceptable. I had to pay another deductible ($450) plus an additional $200 for parts that were missing.

  

  Business Response

  Date: 04/04/2023

  Dear ***********,

  We understand that you feel this is unacceptable and apologize that you feel you have received inadequate service. Our service team prides ourselves on delivering great service and standing behind the work we preform. We provide a 3 year/36,000 mile nationwide warranty , clearly stated on our invoice. We were unaware that  you continued to have a problem with the work we preformed. We do however have a couple of questions to gather some more information. What parts are you claiming were missing? Where is the third page of the receipt from CarMax? Together I am sure we will find a solution. 

  Gratefully,

  ****

  Highline Automotive 

  Customer Answer

  Date: 04/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************************

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19857849
  
  I am rejecting this response because:
  I am rejecting the resolution because the automotive place had a few questions. I sent a pic of the third age that shows how much I paid at carmax and their are highlighted parts on the photos that show what parts were missing. thank you, ************
  Sincerely,
  
  *****************************************

  

  Business Response

  Date: 04/21/2023

  We will offer to reimburse the $450.00 deductible you paid to have the repair done at carmax. Again our warranty process is clearly stated on our receipt. The parts in question were not missing but the aftermarket warranty company would not pay again. If the vehicle had returned to our shop your cost would have been zero for the same complaint. We are offering the $450 in good faith. Please accept our apology.

  Customer Answer

  Date: 04/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for listening to my complaint and for the reimbursement,  I really appreciate that!
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:05/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Brought my '21 VW in to get new wheels put on in November 2021. Since they are aftermarket wheels, longer lug nuts need to be put in, which I provided. When I came to pick up the car **** told me that the tech didnt put the longer lug nuts on because they werent necessary and that the original ones were fine. On the way home the air pressure warning light came on so I inspected the rims and noticed a huge scratch on the lip of one of the rims. I called the shop and spoke to manager **** who said they would get it taken care of and to bring my car in the next day so that they can respray the section that is scratched. I brought in the car, they resprayed it and got some paint on the tire and 2 days later it's as if the paint washed off. I called **** again and they resprayed it for a 2nd time which lasted a little longer but my tire pressure warning light kept coming back on every single day even after inflating the tire daily. The paint looked as if someone spray painted my rim. I went back to Highline for a 3rd time because I was sick of inflating my tire every day and they said that the valve stem is broken and that it would be 25$ to replace. A month later I took my car into VW for routine service and the tech noticed that the lug nuts are over torqued and are only screwed in 1 turn. He warned me to get the longer ones put in because it's amazing that the wheel didn't fall off already. This week I took my car to VW because there is a strange vibration when driving my car over 65mph, which is not even a year old at this point. They did a full inspection on my car, test drove it, called me and said that the problem is that 3 wheels are not balanced correctly and that by balancing them they were able to resolve the problem. Since they couldnt warranty it, I would need to pay 220$ for the inspection and repair. Getting new wheels put on cost me a scratched wheel, 20 per wheel for mounting and balancing, 25$ valve and 220$ for VW to fix Highlines mistake.

  

  Business Response

  Date: 05/24/2022

  There has been 7 months from the time of service of installing the aftermarket rims on the 21' ** GTI. If the rims were improperly installed, a problem would have been apparent before last week and the customer has admitted to taking his wheels off and on himself. Highline Automotive has offered to reimburse for the tire balancing charges ($145)incurred at the ** dealership in the chance that the wheels were not balanced correctly.

  Customer Answer

  Date: 05/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. I do want to add that I did not take my wheels off, I simply took off one lug nut at a time to replace them with longer ones so that my wheels don't fall off. 
  
  Sincerely,
  
  *** Savicevic