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Complaint Details
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Initial Complaint
02/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
****'s Motors had my vehicle to diagnose an electrical issue I was having. They charged me $500 to diagnose the problem (not fix it) and they were aware I was picking up the vehicle on 2/21/23. When we arrived to pick up the vehicle they informed me the car was taken apart and not drivable and if I wanted them to put it back together they would need to charge me. I cannot understand how they think it is ok to charge me more money to put the car back together? The seat was taken out as well as the seat belt was disconnected, the floor panels and trim were also removed among other parts. They even returned a bag of bolts that we have no idea where they belong.
Business response
02/22/2023
The customers vehicle that came to Neils Motors, **** for diagnostics had a complicated electrical issue. Diagnosing an issue like this takes time, knowledge, and advanced diagnostic equipment to be done properly. It is for these reasons that Neils Motors charges accordingly to diagnose a vehicle. In this particular case, it was required to disassemble interior pieces to allow access to certain electrical components. This was explained to the customer and approved. After the diagnosis was complete, the technician stopped and gave all information to the service team. The service team then created an estimate for repairs and contacted the customer. At this point, ********************** was waiting for a decision from the customer on whether or not we were to move forward with the repair. The customer informed us that they were not going to move forward with repairs and chose to take the vehicle back and get rid of it.They were advised that they could contact their insurance company to see if any of these repairs may possibly be covered. If the customer would have made it clear they were not going to have this towed out and were expecting to drive it,we could have come up with a solution to get the disassembled parts back together. On 2/21/23 a gentleman showed up at Neils to pick the vehicle up. He was not the customer we had been in contact with in regards to this vehicle. We informed him the vehicle was still apart as we had not received confirmation that anyone was expecting to drive this vehicle again. After it was made clear he was driving the vehicle, the service team thoroughly advised him multiple times that the vehicle was unsafe to be driven and should be towed. He told our service team he would go buy sockets and put the seat back together himself. After informing a customer about their vehicle, we can not legally hold it in possession if the bill is paid. It is the customers sole choice to do as they will. The customer forced our hand in giving them the vehicle back in the current state. Neils Motors has every right to charge for labor time spent on a customers vehicle. We completed only, but all, of the customer approved work. We will not provide free services simply because the customer feels they have already paid enough. Which, in truth, we dont know if thats how the customer feels. It was not her that came in to pick the vehicle up, and it is not her, but the customers mother filing this complaint. This person lives in another state, has never stepped foot in Neils Motors, nor had any contact throughout this process about the status of the vehicle or the repairs needed. Neils Motors will not provide any further work to this vehicle free of charge and further, will not compensate someone else to work on this vehicle.Customer response
02/22/2023
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.
The complaint in this case is very simple. You should return a vehicle in the same condition it was given to you and not in pieces. It is unethical to inform a customer that they will need to pay more money to put the car back together in order to pick it up. Whether I intended to drive it, sell it or junk it is not your concern. I should not have been told I would be charged extra to put it back together. *************************** is making this claim and there is no reason why someone can't assist her so she is not taken advantage of. The complaint stands and hopefully you will do the right thing.
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,******
Business response
02/22/2023
There are a few true points in the customers response. First,it is correct that this is a simple case. We will not perform work that has not been approved. We will not invest labor time into a vehicle for free. Saying we should return a vehicle in the same condition is definitively wrong. For example,if a customer approves an engine disassembly to diagnose an issue and an internal failure is found, we will not reassemble it for free. This is the same type of situation. The customer pays for the labor invested. There was $500 worth of work done, that is the amount that was approved, and that is where we stop until further work is authorized. Second, it is absolutely correct that it is not our concern whether you drive it, tow it, or junk it. We can only advise you what is best and safest. We did. Multiple times. To multiple people. You chose to drive the vehicle against our advice. In summation, we are not taking advantage of anyone, you are attempting to take advantage of us by receiving free service. We are doing the right thing, running a successful business in a fair manner. We wish you luck with your future vehicle endeavors.Customer response
02/24/2023
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.
The response from this business is rejected as being acceptable and this conversation is not productive to solve this issue. It is unethical to return a vehicle in worse condition than it arrived to a garage when you are only diagnosing an issue. They may want to consider letting their customers know in the future that their price doesn't include putting the car back together. I will not continue to go back and forth with this business in this manner as it is obvious they do not wish to resolve the problem.
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,******
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