ComplaintsforAuto City of Maine

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped my car off for lip splitter installation rear/front bumper fog light installation and to change out my headlight assembly for brighter one. Lip splitter not installed rear front fog lights were not ************. Headlights fit but the shop said they needed instructions. Charged me 500 and I left w no work done besides splicing my wires. Today I sent them instructions. He called and told me hes not up for doing the job. Id like my money back so that I can have some one else do the job. He couldve told me from the beginning the parts arent right because they sell and know part sizes for bulbs and had believe they knew wiring. Charged me for **** hrs of work total 468 dollars some change the lip splitter which only takes a few screws also was not installed

  Business response

  10/30/2022

  Customer provided all the parts to be installed, therefore we proceeded in good faith to do the job with the parts provided. The job required both the front and rear bumpers to come off the vehicle to install provided parts. The parts given to us were cheaply manufactured parts that came with Chinese instructions. Customers are explained that customer supplied parts are by the hour before we even schedule the job. We spent the time billed to try and make the parts work. Some of the parts provided, as it turns out, were incorrect and did not fit the vehicle properly. Some of the parts are vehicle specific and the parts were not specific to his vehicle. When a customer provides their own parts rather than purchasing the parts directly thru us they assume all responsibility for those parts. We did not know they were wrong until we were well into the time it took to try installing them. We explained all of this to the customer when he picked up his vehicle. He subsequently demanded a refund to which we told him he had to pay for the time we spent working on the vehicle. He then made some phone calls to us and to the vendors where he purchased the parts. One of the vendors were made aware of the error in the parts sent to him. We refused to do any further work to the vehicle because the customer had already expressed dissatisfaction with us and our ability to do the work. He became belligerent and threatening, therefore we felt it was best if he found someone else to do the work that he had more confidence with and who would be willing to do the work with parts provided by him.

  Customer response

  11/07/2022

  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 reject his message my car is in the shop at this moment and it comes out on the 9th of November all parts being installed without a problem. Wether these parts are from ***** or instructions were something he should have said before he took my car. He didnt absolutely none of the installments abt Maine auto mall but charged me approx 500 dollars for the job that was never done Im paying now for it to be done and if it cant be done I wont be chargee but I shouldnt have to pay two times just because they dont like ******* parts they are an after market store.  

  Business response

  11/08/2022

  In response to the customer's rejection letter, the customer's car was worked on for the time he was billed. When he dropped the car off for the work he did not bring the parts for installation with him, but told us to proceed and that he would return with the parts. We proceeded to remove both the front bumper and the rear bumper which takes times to do. It was when we returned and we initially attempted to install his parts that we discovered he had the wrong parts. After he left he called the manufacturer (PUTCO) who called us and had a 3 way conversation regarding the parts. The manufacturer agreed with our assessment. We also have no problem installing parts manufactured in ***** but if they are incorrect or fit improperly that is not our fault. The customer could have purchased parts directly from us but chose to do it on his own. Customers are told right up front that we assume no responsibility for customer supplied parts. We also make customers aware prior to working on vehicles with customer supplied parts that the job is by the hour and time taken regardless of the outcome will be charged. In the end,  he agreed to this policy, he provided parts that were wrong and fit poorly. We had to take both the front and rear bumper off and then reattach them after discovering the parts he purchased himself would not fit and that is what he was charged for. If he proceeded to have the work done elsewhere it's because he ultimately got the correct part from the manufacturer he spoke with that we participated in a conversation with. We respectfully request that this case be closed.

   

  Thank you

  *******************

  Customer response

  11/10/2022

  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. 

  Yes will be done shortly wiring the back now and the front spoiler I did not put the steel bars they look crazy. They front of the truck look awesome 
  
  That above is from the shop installing my parts its done everything fit fine even the spoiler I would like a full refund

   

  The job has been done by another mechanic for 400 dollars. I would like a full refund from auto city they took my money but didnt install parts because the were Chinese. The parts fit perfectly fine and I cant pay for two jobs to be done. They owe

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