ComplaintsforC&R Auto Repair

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I took my car to be serviced 12/29, I received a text from the owner's girlfriend Kate that whilst servicing my car their 5 year old son was running around the garage and broke my key fob (the switch blade key). She was very apologetic and said that they would pay for it and it would be fixed right away. I was told a couple weeks later there has been an issue ordering parts but parts were to be expected soon and I'll have my key back. Again same thing, always an excuse whether it's "back ordered" or "I'm being pushed around because I'm a woman". I took my car in again Feb 10th to just have it looked at because of a sound it was making. Still no key. I dropped it off early in the morning and didn't hear back about my car until a couple hours before close. She then told me what the suspected problem was and told me a price. She then asked me to pay for the parts before they were ordered because "they were hurting". I saw that as seedy and decided I would get a second opinion. I informed her of that and then she told me of the 100$ diagnostic fee that would be charged. A charge of which I was not informed of at all. I then went to ask about my key fob and every answer was met with some kind of back handed insult but then followed by an apology. I decided to just pay the fee so I could get my car, when I went to get my car the woman said nothing to me and was fake crying behind the computer. I messaged her the next day about my key fob and asked her to give me money to just get it fixed somewhere else. Immediately after that the key fob was magically fixed and after lots of rude texts from her, I was able to pickup my key fob. When I went to get it, it was poorly fixed and the key won't even stay in the actual fob of which it primarily stays, it's so loose I'm nervous if I use it in my car it will snap off. I'm seeking my 100$ back as a cost to actually fix the key fob for good.

  Business response

  03/17/2022

  Business Response /* (1000, 14, 2022/03/16) */ I would first like to start by saying, I am sorry. I'm sorry that we could not satisfy you 100%. With that said, I personally spoke to you regarding the incident with my son and the key. I explained to you that we would take care of it. You were very understanding. We are in the middle of a pandemic, so the availability for parts, especially keys and anti-theft chips are extremely hard to get a hold of. If you watch the news, all car makers have vehicles sitting all over the world because there is no availability of anti-theft chips. My wife kept you informed of the status that we were being told by the dealer. On the last visit, you brought your car in for a noise complaint. We looked over your car, gave you an estimate and as it is clearly posted in our office diagnostic fee of $100 will be waived if the work is completed with us. You did not have the work completed with us, so you were charged the diagnostic fee that is clearly posted in our office/waiting area. At no time did you attempt to contact me or notify me of any complaints. Instead, you sent a text to my wife on February 11, 2022, that if you did not have key within one week, you would then be reporting us to the BBB. Because of this the only dealer that had keys in stock, was in Pennsylvania. We sent our son immediately to go obtain the key. My wife then notifed you that the key was ready. As to being contacted with an estimate towards the end of the day on your last visit, we deal with multiple cars a day, not just one a day. So as people have their cars looked at and they okay the work to be performed, we perform that work while the car is already on the lift. We cannot always guarantee what time your car will be looked at, but can guarantee that your car will be looked at that day. Had you contacted me directly with your concerns, I would've done everything in my power to try and make it right because customer satisfaction is number one to me. Threatening people and attacking them through the BBB, is not the right way to get things accomplished. You can write every complaint that you want, you can say what you want, but the fact of the matter is, you never made one attempt to contact me or inform me of any of this. Had you contacted me, I would've made it right. Instead, you threatened people and jumped to the internet. Consumer Response /* (2000, 16, 2022/03/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) There was never once mentioned a board that states the fee. I've always had to drop my car off in the morning before you were even at the garage. Every time I went in to pay I was never pointed to a board that explained any of that. The office is full of papers and posters I was always in and out when I paid, again never shown this. It was conveniently brought up when I decided I was going to get a second opinion. As far as working with me, asking for money before a part is in because "you were hurting" did not make me want to work with you, it was down right suspicious and after all the trouble that I had to go through to get my key (that I can't even use because it's put back together so poorly) I then made the decision to not use your services. I feel like if you were going to reach out and "help anyway you can" you would've reached out instead of me having to go through your girlfriend. No phone calls were made to me just texts. I was only followed up on when I reached out. I'm not hiding behind a keyboard, I just feel like people should be made aware of shady business.

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