Complaints

This profile includes complaints for Crouch Automotive, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crouch Automotive, LLC

  152 North East Rd North East, MD 21901-3609

  
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  Crouch Automotive, LLC

  2066 Conowingo Road Rising Sun, MD 21911

  
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  Crouch Automotive, LLC

  169 CONOWINGO RD CONOWINGO, MD 21918

  
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  Crouch Automotive, LLC

  152 N East Rd North East, MD 21901-3609

  

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:09/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I had my car towed to Crouch Automotive on August 1, 2022. The car sat for approximately five days before anyone contacted me with a diagnosis. Once I was contacted I was informed that I would need a new transmission for approximately $5000. I agreed to have the job done and was informed the part would come in 8 days. I had not heard from the company for some time so I contacted Crouch on August 16, 2022 and they stated they were not finished the job. I was then informed that the original diagnosis had added problems with the axel and the starter. I received a call that the job was completed on August 30, 2022, but it would need to be downloaded on the computer system so I could not pick it up until that Friday. I went to pick the car up on that Friday and noticed that my console was hanging and the air condition was not working, As I left the lot my check light engine came on. I contacted the business and let them know I was unhappy with the job because more issues were on the car than when I originally put it in. I returned the car and another week went by before they informed needed a new transmission because the one they put in was malfunctioned. I was then given the total of $7100. I am frustrated with this service and would like to receive some compensation because at this time I am still without a car. Please help with this matter I am in need of my car and a partial refund for the problems caused from this incident and my time without transportation.

  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/14) */ Hello Mr. ********, thank you for your business. As the owner, I do understand your frustration with the amount of time we have had your car. Please try to understand that since Covid 19, there has been a severe nationwide employee and parts shortage. While we have the employees we need, we still can't always get parts in any faster than our parts suppliers can get them to us. I spoke with ******* at my NE shop. She explained that your car originally came in to our shop on 8/4/22. We looked it over right away and gave you an estimate on 8/5/22. She said you took a few days to decide what you wanted to do. Once you approved the work, we ordered the only transmission that was available with a good warranty period for this vehicle from ******. That transmission didn't arrive until end of day 8/17/22. We went to drop your transmission as soon as we could and unfortunately, found your flexplate and axle were bad. Remember, your vehicle is now 8 years old with over 195,000 miles on it. We could not have known these parts were bad before the transmission and other parts to get to the transmission were removed. It was not our intention to increase your bill or take more time to complete the work. The needed parts had to be ordered so that we could complete the job. Again, these additional parts needed to come from ****** and took several days to get to us. Certainly we would have preferred to just remove & then immediately install the new transmission we now had, but we wanted to do the job right the first time, so we waited. It's my understanding that you came in to pick up your car on 8/30/22 and within an hour or so, returned with a check engine light back on. Our technician scanned the code and through additional diagnostics found the new transmission we had just installed was no good. This means, we have to do the 16 hour job all over again. ****** will not pay us the labor, but they will provide us with another transmission... I'm sure you can understand that we had no control over ****** sending us a transmission with an internal problem. We asked them to send another one immediately. They didn't have one, but said they could get another one to us by the end of this week (week of 9/12/22). As of today, 9/14/22, we still do not have it. As soon as it comes in, we will replace the faulty transmission right away at no additional charge to you. We will also make sure your A/C is working and your console is secure. I'm not sure what exactly you mean about the console, as we wouldn't have had any console pieces apart to replace the motor, but I will check into this for sure! Sir, with respect, I totally understand you need your vehicle. Do you have another way of getting where you need to go? We do have a minivan that I can offer you to use until your car is complete. Would that help you? Please let me know. Also, if there is something else we can do for you, please let me know what exactly you are looking for. We want you to be satisfied with the service you receive from us. We want you to feel comfortable coming back in the future. So please let me know what we can do for you. Thank you.