ComplaintsforNick's Parkway Auto Repair and Gas

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My check engine light was on so I had work completed at ****'s Parkway. They told me both the catalytic converter and the fuel injectors needed replacement. Every time we spoke on the phone, the estimate was higher than the previous time. They also noticed the tire pressure light was on. This was due to a faulty sensor in the tire. I specifically told them I DID NOT want to replace the sensor as it was not, at this time, a necessary repair.I never received a written estimate of any kind. I never agreed to the replacement of the sensor. All tolled, the repair job cost $4097.30 plus the cost of a rental car. The labor on the invoice was not itemized.A few weeks after the repairs were completed, I received a recall notice from ***** regarding the fuel injectors. I asked ****'s to please print out for me a copy of the completed invoice since I had replaced mine. Rather than just doing that, there was a process of several weeks of wheeling and dealing in which ****'s communicated directly with ***** to try to get directly reimbursed. They assured me they'd then pass along that money to me, but would not put that in writing. They also assured me this would get me more of a reimbursement than if I submitted the invoice myself. I finally got so frustrated that I just demanded the invoice, again asking them to itemize the labor. They continued to refuse to itemize the labor.When ***** was processing the receipt, they attempted to contact ****'s, also to get itemized labor (***** was refunding the cost of the fuel injectors plus the labor cost of replacing them. Because I had other work done, we needed this itemized.) ****'s refused to provide that to *****. **************** representatives at ***** told me this was "very unusual". When I asked them if the amount I paid was excessive, their response was, "You said it, not us." My tire sensor light went back on almost immediately, and ***** only reimbursed a fraction of what I was charged.

  

  Business response

  09/27/2022

  Customer had service completed as described on her invoice. We are a business and we charge what we charge. If she had an issue with that or wanted to shop around she had ample opportunity to do this prior to completion of said service. We, unfortunately, can not travel back in time and change all that. Anything we tried to help her with after the fact was a courtesy to her and we had no obligation to try and there may have been miscommunication in that regard. If she needs anything we happily maintain and stand behind our 1-year / ****** miles (whichever comes first) part & labor warranty. That is all we have to say. If she needs anything additional she can contact us directly, she has our contact information. Case closed. Thank you!

   

   

   

  Customer response

  09/27/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did contact ****'s about my dissatisfaction, both via email and in person when I repeatedly asked for the itemized receipt. I subsequently asked if they would pay for a rental while they checked my check engine light, would reimburse for the cost of a rental, would reimburse me for the sensor I told them not to replace that has since stopped working, and again asked for an itemized receipt.

   

  ****'s is not following basic business protocols such as providing written estimates, verifying work to be done before completing it, itemizing labor on receipts, charging for reasonable hours of labor in line with local practice. When ***** did reimburse me for labor, they said the standard amount needed to replace fuel injectors was 1.5 hours. ****'s charged me $995 for labor for the fuel injectors and catalyitic converter. And again, refused to itemize that labor. ***** also repeatedly asked them to itemize in accordance with their recall procedure, and they refused. Instead, they tried to wheel and deal with me to have them directly reimbursed. 

   

  I find their response arrogant, rude, cavalier, and unprofessional. In viewing their other responses to online reviews and BBB complaints, I see that I am not alone. ****'s does not get to unilaterally decide "case closed"; the BBB does. And both parties must agree. This response is egregious.

   

  Given their behavior, including their response to this complaint, I do not feel comfortable bringing my car there for any subsequent work. 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.  ****'s clearly isn't heeding this advice 
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  09/28/2022

  You are correct in that my tone might not be the best, it is due to frustration as I have asked you several times to bring your vehicle so I can check it and professionally take care of whatever may be covered under warranty. This is not personal, this is business and so again in writing I am requesting one last time you adhere to the warranty conditions and bring the vehicle back for a proper diagnosis and if needed warranty service for Free and at NO charge to you assuming it is in the scope of the warranty from the original work. It is that simple. If you choose not to bring it to us that is fine but any work done elsewhere regarding the covered parts will void their warranty and we DO NOT reimburse for third party work, especially given the fact we were never even given 1 chance by you to remedy or even confirm your claims as per standard industry warranty practices. We are willing and able to stand by our work and take care of things that are our responsibility if given the opportunity. It is up to you to give us that opportunity and drop the vehicle off during normal operating business hours. Please contact us to make that appointment. There is no dispute or ill will from our part, this stuff unfortunately happens from time to time in this business. We can work together and resolve this but this back and forth is frustrating and unproductive is our point. 

  Customer response

  10/04/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  It seems increasingly clear that, just as you did not closely read my multiple original emails to you, you have not read my BBB complaint. I am not asking you to fix the catalytic converter. My complaint is about not receiving a written estimate, being overcharged for work, not receiving an itemized invoice for labor despite multiple requests both from me and from ****** trying to deceive/defraud both me and ***** with regard to the recall/reimbursement, installing a tire sensor despite me explicitly telling you not to, not responding to my subsequent emails when I WAS trying to set up an additional appointment, and your overall unprofessional behavior, attitude, and approach.

   

  You may consider yourselves experts in the field of auto mechanics, and I am a literacy teacher with a Master's degree in teaching reading. I'd strongly encourage you to closely read what your customers have said/are saying, and actually respond to their current questions, comments, or complaints rather than attempting to manipulate the conversation with gaslighting techniques. I am asking for an itemized receipt. I am asking to be refunded for the sensor (parts and labor) and for the amount of labor that was in excess of what standard charges are for installation of fuel injectors and converter.

   

  My original complaint, which I emailed to you PRIOR to filing with BBB, outlines a set of facts. I have provided evidence to support those facts. How you choose to respond is up to you. I am going through BBB as email and phone calls clearly did not work during the repairs, during the recall process, or when I subsequently contacted you. This process will assure that everything is documented in one place, will document whether either party responds, documents whether I am satisfied with the response, and will become a matter of record that other consumers can view when shopping for mechanics.

   

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

*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. ↩