ComplaintsforX-treme Automotive

• Initial Complaint

  04/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They will not give me my $*** back for a Diagnose about my car they knew my breaks was about to give out when they did I almost wrecked glad I didn't but now I had to brorrw the money for that and the lady ************* ****************************************************************************************************************************************** she said it over charging them the total to fix on my car is over $**** so they say but I don't want them fixing on my car because my breaks went from back to completely giving out on me and since I had tp have somebody else put breaks on my car now I can't get my money back that's not right *********************************************************************** and for my breaks to give out on me and they know I feel like I should get my money back

  Business response

  05/31/2022

  Business Response /* (1000, 12, 2022/05/13) */ Customer came to our shop for a diagnosis on 4/1/22, as a new customer, as her car was not running right as well as brakes needed replaced. Customer was informed that she had engine/transmission issues that needed tended to as well as brake replacement. Due to the amount of the quote customer was informed that due to her personal circumstances we would apply the diagnosis fee of $*** toward her repair bill for the engine/transmission/brakes if she came back and had us do the repairs. Customer stated she will return the following week and she was put on the schedule for a tentative appointment since she did not know which day. By 4/8/22 customer never showed, but customer's mother called me instead (on 4/8/22) to yell at me over the phone and demanded we refund her daughter (said customer) her diagnosis fee of $***. I attempted to reiterate to customer's mother we do not give refunds as the work (diagnosis) had already been done, which took up 2 hours of our technician's time in which we only charged customer for one hour due to her personal situation. Customer's mother continued to yell at me over the phone after many attempts to explain what they both were told the prior week, that we can put the fee towards the repairs if they came back and had us do them. Customer's mother then hung up on me at that time. On 4/15/22 customer's mother called me again and demanded we refund her daughter of $*** while informing me her daughter took her vehicle to another shop to do the brakes. I told the customer's mother since she is having brakes done at another shop then the $*** can be put toward the engine/transmission repairs. The customer's mother started yelling at me again demanding the refund, then yelled I will hear from their attorney then hung up on me. That was the last I heard from customer's mother. Have never heard back from customer herself. Here at Xtreme Automotive we pride ourselves with excellent customer service, and have done so for the past 25 years. We over-exceeded our expectations, as usual, when we took in a new customer (the customer that started this BBB complaint) and did not fully charge her for our time, and due to the fact we are a family-ran business and truly care about our customers, we only charged her for one hour when it technically took double the time in order to look her vehicle over properly for her and her family's safety. We then offered customer to put diagnosis fee toward future work in order to keep her cost down and she chose to have some work done at another shop, nor return for any of the rest of the repairs. We were never told she was having any further issues with her brakes in order to cause her to go to another shop, as she had told us she would be back the following week for the repairs but she no-showed. We went above and beyond for this customer. It is not our fault she chose to have work done somewhere else nor return at all. Customer stated in her complaint that she almost wrecked - the first time customer came in to our shop she reeked of ********* as she sat across the counter from me, as well as the technicians were bothered by the smell in her vehicle when they pulled it in for her original diagnosis on 4/1/22 - in which we note customers' account's when this happens for any liability issues.

*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. ↩