ComplaintsforUniversity Foreign Car LLC

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around the beginning of October 2021 I called and scheduled to have my 2012 Audi A7 Motor checked out. We both agreed that I will have it towed in on October the 18th 2021. I was told that the job would take a week. It is now December 28th 2021. The owner has refused to take my calls or call me back. I went to the shop several times to check on the vehicle. The car is in the same spot with the motor disassembled. I can’t take my car any where else because he has disassembled the whole front end of the vehicle and is sitting on the floor of the shop. Every time I ask the secretary when will my car be done she says next week. This company has made the process very stressful and as of yesterday they are still giving me the same run around. I’ve been beyond patient and the company still refuses to give me a price for the work that’s being done.

  

  Business response

  01/05/2022

  We certainly understand the customer’s frustrations.

  The customer was informed when he initially called that our calendar was full for at least two weeks, possibly more. We informed the customer he could schedule an appointment and we could get an estimate and scope of work after that time.
  The vehicle was towed in a week prior to the scheduled appointment, as it was non-driving and storage was an issue for the customer. We were unfortunately unable to open a rack and diagnose until at least the appointment date.

  The vehicle was diagnosed with engine failure, and the customer was provided the option to replace his entire motor with a new factory one (which would take about a week and was incredibly cost prohibitive) or to rebuild his engine, which is a labor intensive and highly specialized job. The customer opted to have his engine rebuilt.
  

  Parts were ordered as soon as the customer made the decision to proceed. The engine was removed and parts sent to outside vendors for machining. There were multiple supply chain delays and labor shortages at our shop and among our vendors. Further, the tech who was working on the customer’s vehicle was diagnosed with COVID as he was performing the job and was out for 10 days according to CDC guidelines at the time.
  

  Since the vehicle arrived, the owner, shop manager and secretary have spoken to the customer on multiple occasions, and the customer has come in person to the shop for updates on the scope of work. During that time, the customer was informed of and approved additional work on the vehicle, prolonging the timeline.
  

  The answers for the customer have been as “stressful” to share as they have been to hear –that parts have not arrived yet; that we are still working on it; his vehicle is a priority. We need the rack open as well. But we have been unfortunately limited to current constraints of the industry and pandemic.
  

  The projected completion date for the vehicle is no later than Friday, January 7 with the additional work added on, and an updated invoice is in the system and available any time at the customer’s request.
  

  We will reach out again to make sure the customer is aware of the updated timeline and invoice, and can pick up his completed vehicle before the current week ends.

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