Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Took my car in to have the trunk key tumblers replaced, because, I couldn't unlock my trunk. They said they would have to order parts. This was on Nov. 16th. Took my car back on Nov. 29th to have the work done. About 2 hours and $713.00 dollars later I still cannot unlock my trunk. The dealer won't even talk to.me.
Business response
12/06/2023
We sincerely apologize for the inconvenience you've experienced with the recent service on your car trunk's key tumblers. Your feedback is vital to us, and we regret that our service did not meet your expectations.
We understand the frustration caused by the unresolved issue despite the service rendered. Please be assured that we take this matter seriously and are committed to rectifying the situation promptly.
To address this matter, we would appreciate the opportunity to reexamine your vehicle's trunk locking system to identify the underlying issue and resolve it to your complete satisfaction. Our goal is to ensure your confidence in our services, and we will do everything possible to make this right for you.
I apologize you have found it difficult to reach our service team, we are eager to assist and ensure your vehicle is functioning as expected. Please feel free to reach out to me at ************ to provide a time that suits your schedule best, and we'll make the necessary arrangements.
Once again, we apologize for any inconvenience this situation has caused you and appreciate your patience and understanding as we work to resolve this matter swiftly.
Thank you for bringing this to our attention, and we look forward to restoring your confidence in our services.
********** ****** *********Customer response
12/11/2023
********** ********
I am rejecting this response because:
I have called several times and they do not answer the phone. They are not willing to discuss anything.
Sincerely,
****** *****Business response
12/22/2023
****** and I spoke on the phone the same day that complaint 20966531 was posted. We had discussed the issue, I offered to pick up the car to have it re looked at by service department, and then agreed that he would bring the car in. We had set an appointment for 12/14, so we could demonstrate the trunk issue with our Technician. I see in our notes that ****** had called on the 11th cancelled the appointment due to being called into work.
I would like to set up another appointment with ****** so that we can complete the job to his satisfaction.
I apologize if there was a miscommunication, ****** has my direct number he can call me or call service department to reschedule the missed appointment.
Sincerely,
****** *********
Initial Complaint
09/26/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I filled out a form online to get an oil change and recall update on my car. They quoted me 36.95 for an oil change online. Then when my partner dropped the car and got it serviced they then charged him almost 70 dollars for the oil change. They said they forgot to update their website and forgot to tell us that before they did the service.Business response
09/26/2023
We reviewed the complaint and saw that our website had not updated to the correct amount for oil change and that the price was lower when Sarah Skillstead set the appointment.
We called and spoke to Sarah and are sending her a check for a refunded amount of $35.18.
We consider this case closed and thanked Sarah for bringing to our attention.
Customer response
09/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** **********
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.