Complaints

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our vehicle to this establishment and were not treated very well by the owner. The staff I'd great in the office. The work that was done to our vehicle was prolonged running about 6 months for an engine rebuild. The vehicle was improperly repaired and had to be brought back in for another length of time and there were other issues that arose. The owner lied to my wife and gave us the run around. The work was not done correctly or we would not have had to bring it back in. In doing further repair to the vehicle it was knowingly damaged and was left undisclosed. Upon calling to have the damage repaired and seals replaced that were not replaced the initial repair we were refused service and the owner spoke I'll of my wife to me and made comments that leave much to be desired. Stating "aw man I thought u were gonna dump that car" leading me to believe that there was knowledge of poor workmanship. Having to bring the vehicle to another establishment that would not work on it because the initial work that was performed by this business in the first place was "a can of worms I dont want to open" we had to bring to a dealership for a costly diagnostic examination and the punch list of things are nearly ALL things that should have been repaired and a non issue with the engine rebuild. We seek compensation for monies paid for these faulty repairs or for the work to be done correctly and fully this time and for the collection of movies owed for the property damage.

  Business response

  01/24/2023

  Here is an account of the accurate facts regarding the recent complaint that was filed.
  
  On October 14, 2021 the 2015 ******* was brought in to ASC II.   It was determined that the vehicle needed an engine replacement. The customer was given an estimate and gave approval to move ahead with the work.  Due to COVID, it was very difficult to obtain the necessary parts and the machine shop was behind, with many jobs ahead of this one.  
  
  The vehicle was completed on 2/25/22.  The customer was given a discount of $535.32. The remaining balance due was paid by the customers father. 
  
  4/7/22 Customer returned with the vehicle, as we requested, for an engine check-up.  The customer mentioned the horn was not working when locked with key fob.   ASC II installed a rubber bumper on the hood switch and repaired the inoperable key fob at NO CHARGE to the customer, even though this issue was in no way related to the engine repair.
  
  4/19/22 Customer returned with the vehicle stating that the check engine light came on.   After diagnosis, it was determined that the cam phaser was defective.  This is a part that was installed at the machine shop.  The part was under warranty but labor is not warrantied.  The total of this invoice, which also includes an oil flow control valve and valve cover gasket set, is $1371.89, of which the customer has paid $ 0
  
  6/28/22 Customer brought vehicle in for an oil change and to inspect air conditioning. Customers wife was speaking to the owner about how expensive this vehicle has been and out of kindness, he gave her a complimentary oil change. 
  
  7/15/22 Customer brought vehicle in to move forward with air conditioning repair and transfer case replacement.  Customer came in and wrote a check for the repairs, $1176.65.  His wife, then called the office SCREAMING about these repairs that should be covered under warranty.  Again, these repairs had no correlation to the engine repair.   She was extremely rude and vulgar to our office staff.  Customer came back in and asked for his check back.  His wife followed behind him stating she WOULD get her money back if she came inside.  The owner returned his check to him and told the customer that because of these continuous problems and the rudeness and disrespect of his wife to the staff,  we will not service his vehicle in the future.   ******** said he understood and apologized for his wifes behavior. 
  
  January 2023 - Customer called saying the vehicle had an oil leak and he wanted us to look at it.  The owner spoke to him and reiterated that after our last encounter with his wife we do not want to do business with them.  Customer said he would bring the vehicle in and guaranteed there would be no interaction with his wife.  The owner then agreed to take a look at the vehicle, explaining to the customer the shop was extremely busy and he would get back to him to schedule an appointment.  Customer then called on 1/16/23 stating he decided to take the vehicle to a dealer and report us to the BBB.
  
  
  
  
   As anyone can see by the above, ASC II went above and beyond in trying to help this customer and assumed a great loss of profits along the way.  This is our 20th year of business at this location, we have served over ***** customers,  and this is  the first BBB complaint we have received. 

  Customer response

  01/27/2023

   I am rejecting this response because: it  is outright lies.  i request an in person appointment and i will bring proof of the lies and better explain the real issues.  the response is sickening and unacceptable  because it does not address the full scale of the offenses we have faced and is riddled with full on all out fabrication of which i do have proof of unless there was paperwork and itemized detailed punchlists that were not ever provided to me which  still proves fault by ommission and not giving full disclosure which i also have explained i can proove.. I am open and honest and very much up front about this horrific experience. For example this discount about a 535.00$ key fob discount is totally fake. i never was provided with said key fob for what was a simple error and miss on this establishments accounnt for not propererly reconnecting the horn to begin  with.. very clear and concise and to the point of which no physical key fob was ever given discussed or mentioned in any way at all whatsoever. i have the original  key fobs and remote starters that were provided to me when the vehicle was purchased, So **** to me that we were given a discount on something never delivered discussed or provided. That alone amounts to fraud clear cut and precise. I will be looking into seeking a full on criminal negligence investigation. You should be aware that this business puts peoples lives and safety at huge risk and lies without scruples. 
  

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