ComplaintsforMecklenburg Fleet Holdings, Inc.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for repair, signed a repair order for work amounting to $439.02. I was not kept notified of the price of the work as it changed, nor was it properly explained what work was being done. I was given vague explanations as to what needed to be done. I was desperate for my vehicle as it is my only car and I work a full time job, so I agreed over the phone to the changes without being made aware of the price for the work. When the work was finally done I was surprised to find my **** had gone from the initial $400, to over $900 during the middle of the repair, and ended with a grand total of $2019.45. I had to pay $400 in-person to get the car back, and was pressured into paying the rest of the money in incremental payments, of which I have paid $1294.52. However I decided to stop payments when the Pandemic came into effect as my job security was in question. I believe that I was deceived into paying more than what was legally agreed upon, and refuse to pay any more. As a result, the company has decided to hand the matter over to debt collection. I am in my twenties and live in an apartment by myself at this time. I trusted this company to do quality work and be honest because my father had done business with them in the past. If I had known that the price would change beyond the $400 worth that I had initially signed for, I would not have signed for the work with that company. In that regard, I believe that my credit should not suffer as a result of dishonest business practice.

  Business response

  12/08/2021

  Our first time seeing this vehicle we ran a coolant leak test and made customer aware of issue and that it could get costly. ******* asked if there was a "plan b" we could do? Service manager at that time (past away 4/2021) explained that we could try to fix the issue with only replacing gaskets but that we could not guarantee that would fix the problem with vehicle. ******* has made several payments on the account so he was aware of the cost and had no issues with making several payments on the account. We have offered to allow him to make any type of payment due to covid and times are hard for everyone, but it should not be an excuse not to pay your bills. Every time one of our employee's contacted him about issues we where finding he agreed and said he needed his car. 

  When ******* was last contacted he stated he was having to shelter in place and as soon as he was back to work he would resume payments.Never mentioned anything about not knowing or agreeing to charges. New employee did reach out to him this week and he laughed at her when she asked if he could pay the balance.

  Customer response

  12/09/2021

   
  Complaint: 16336822
  
  The Service Advisor presented me with a repair order for $439 worth of work. I only signed this order under the impression that this would be the final price. Also, this first document was the only document that I signed actually approving any work to begin (customer copy included as an attachment). The vehicle in question was my only car. During the time of the repair, about two weeks, I was forced to use a combination of ride-share and public transportation (bus, train) to make it to and from an eight hour job, twelve miles from my home. The process was frustrating as I was told very little about what was being done to my car, as well as the duration and cost of the work being done. The Service Advisor himself seemed to be left out of the loop, as the Vice President of the shop, by whom most of the pricing decisions were being made, did not disclose information to him about what the costs would be until the very end of the repair. All the while, the money for transportation just to get to my job was coming out of my own pocket. With vague and infrequent updates on the status of my vehicle, my situation was becoming increasingly desperate. The management at ****-Fleet took advantage of the desperate situation that I was in. They should have waited until I was physically present to be updated on and sign repair orders for everything that was done to my car beyond the costs that I initially signed for. Instead they let the labor cost of the repair go up until the grand total was four times the original, knowing that I needed the car badly and would most likely say yes to anything that they wanted to do. I continued to pay them money until the pandemic, during which I realized how badly I was taken advantage of. At this time I have paid well beyond the four-hundred dollars of work that I signed for. The company needs to take responsibility and cease fraudulent attempts to get more of my money- via collections or otherwise.
  
  

*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. ↩