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:05/15/2024

  Type:Billing 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.

  Dropped of my Esacpe on July 15th 2023 with request of looking at my transmission. Within a couple weeks they said they checked it out and the transmission was bad. They asked me if I wanted a new transmission and quoted me $3800. I told them yes. They said it will be awhile before they could do it. I told them that would be ok. I waited til October 4th and called them asking if they had it fixed yet. They said they havent started on it yet. Also told me not to call them they would call me when it was ready. He seemed rude like i was rushing him. So i didn't bother them wating on repairs. I observed the Escape still sitting there early march. Noticed wasn't outside March 14th. Thought they finally had it in the shop to repair it. Never got a call so called May 9th for an update. The first guy that answered said he knew nothing about a ford escape so he got the other guy on the phone. This guy said hold on he will check and hung up on me. I immediatley called back within seconds. The same guy answers phone. I said we got disconnected somehow. He's rude and says I abandoned the ford escape over a year so I sold it for junk. Important note Vehicle was dropped off July 15th 2023. This phone call was May 9th 2024 so he was way off. I never recieved any phone calls, no letters no written documents of any sort for me to get the escape. I didn't authorize anything I would have gotten it since they didn't want to work on it. I have title in hand proof of insurances, registration, towing there.

  

  Business Response

  Date: 05/15/2024

  Hello,

  We found a red escape on lot with no information and made a workorder on 7/17/23. We never heard from anyone about vehicle until 5/9/24 at 11;52am. I answered phone and handed it to my service writer David and he talked to ** ********. When he decided it was a call  I needed to take he came looking for me outside and the portable phone disconnected , when I stepped bake in ** ******** called back and I answered, He asked about vehicle and I told him it had been here over a year and that I had sold it for junk. I told him wrong but I was not in front of computer at the time. It had been here for 223 days and not over a year.  No one talked rude on Phone , both phone calls are recorded. I have been in business since Nov 1987 and don't believe I've had any complaints.  If we had have discussed repair on his vehicle it would have been completed, I would much rather Made the 3800 dollars he says than have sold it for $214.29  Find attached both work orders, 1st is original with storage and 2nd is work order is when I sold 7 vehicles which had been abandoned including his.   It would seem that if you wanted vehicle repaired you would have called more often, every other customer calls every 2-3 days checking on there vehicles. please let me know what else yon need from me

  Thanks

  ***** *******  ************

   

  Customer Answer

  Date: 05/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  They have my contact information but no one has contacted me.  I was told in July the cost of the transmission and I gave them approval to move forward with the repair.  I was told they were backed up and it would be a while before they got to it.  This vehicle is not my primary vehicle so it was not a problem for me to wait a while for them to get to it.  I called to check on it in October (I can show where I called their shop from my call log) and I was told they had not gotten to it yet.  They said they would call me.  I trusted they would get back to me but I never heard back.  I would have had the vehicle picked up if they were not going to fix it.  No one sent a letter or attempted to call me to give notice the vehicle would be considered abandoned.  Legally they are not authorized to get rid of a vehicle without any notice to the owner.  
  
  
  
  Sincerely,
  
  
  
  Carl David Stephens Jr

  

  Business Response

  Date: 05/23/2024

  I will send *** ******** a check in the amount of $3000.  I request that *** ******** sign a release that includes language that states he will refrain from disparaging my business publicly, specifically on internet forums, social media, etc.