ComplaintsforPeak Auto Repair LLC

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son needed car repair. We called ********* in ******** **. Supposedly a five star shop. We had his car towed over there. We were told diagnostic would take two days. I called for an update and was told they needed more time. This took a week. Then we needed a week and a half to get financing done. He ordered the parts on March 25th. At this point we were told it would be done the following Thursday. I called on Thursday. I was told it wasnt done yet. Said next Thursday. Called again and was told it wasnt done. Told next Thursday. This has been going on for 4 weeks. We were told the parts order from Bosh were lost but they reordered. Then they were sent to the wrong state. This has happened twice. When the parts were ordered they were told they could order after market parts. However ***** felt the need to call ************** and that is when he made the decision to order from Bosh and not to order after market parts! That was not his decision to make!! He should follow the customers wishes. Now saying will be done Monday. They have had the car for 5 weeks and 4 are on then for parts delays and sick employees and poor communication. They offered a free oil change as compensation for inconvenience. This is not acceptable. They never update us I always have to call and usually more than once before I get a response. Then its Im sorry but there is nothing I can do! Well if you ordered the right parts to begin with it would be done! I feel like something more should be done for inconvenience and time without a vehicle. Some money should be taken off the final ****!! The company owner suggested the oil change. But that isnt helpful as he can do it himself thats why it was removed from the original estimate. This is frustrating and very unprofessional! Any help would be appreciated. I can not upload the texts from ***** about delays and lost parts. Thank you

  Business response

  04/19/2022

  We received the *** on 02/18/2022 but did not have an appointment until 02/23/202 2and the job was completed and checked out on 04/18/2022. 

  At that time our technician needed additional labor time and approval for 4 hours and we asked for authorization on 03/03/2022.  We did not hear back from customer about our estimate until 03/10/2022 and at that time they did not approve additional diagnostic time and told us they were towing the vehicle from our lot.  On 03/10 we sent them a text that the vehicle was ready to be picked up.  On 03/15 we heard from customer stating they were trying to get vehicle towed or figure out financing.  On 03/25/2022 we received an authorization on most of the work we recommended.  At that point we started ordering parts for vehicle.  At that time we had our schedule booked up for 2 weeks with other customers, which gave us time to get the parts in for this customer. 

  On 04/07/2022, most of the parts were in our shop and our technician started on it.  We were waiting for an ignition coil from Bosch and according to our vender it was still in transit.  Unfortunately the part was sent multiple times to the wrong facility.  We communicated this on a daily basis and apologized for the inconvenience.  

  We took $250.00 off the final **** for the inconvenience and have completed the job.  Ideally, we would have been done with this job on 04/08/2022 but instead, due to the part delay we weren't done until 04/18/22.

   

  Thank you and we hope the discount made up for the delay.

   

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