ComplaintsforMotovated Auto Repair LLC

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed some engine work done on my 2010 Honda Accord (black). I proceeded to drop my vehicle off to Motovated Auto repair in hooksett NH. I dropped it off around 3:00 pm on Friday September 30, 2022. They had my vehicle for 1 week. I went to pick up my car, the following Friday.. which was October 7, 2022. I paid for the repairs that were “done” on it with cash. The owner of the shop, Steve, walked outside with me to look over my vehicle. As soon as I walked outside and looked at my car I noticed a big dent on the rear quarter panel of my car along the fender of the wheel well. I voiced my concern for what happened with the owner while he was with me looking at my vehicle. I expressed my disappointed and told him that this needed to be taken care of. I’m which he responded with attitude and told me he’d take care of it for me. I left the business and went home. I called the following day. Saturday October 8th. I was given extreme attitude and then was hung up on because of my concern. He said he would call me Monday. Monday came. Again. No call. No nothing. I gave them Tuesday to themselves and still no call. Today is Wednesday October 12th. I called again and was told by the general manager that she had no idea what I was talking about. Even Though she took my call on saturday. They have offered my no solution to this issue and I was again, responded to with extreme attitude like this was my fault. I asked for the insurance information to their company so I could handle this issue and was again treated with attitude and an array of non sensible responses. I was in the process of selling the vehicle and now I can not sell it for original price because of the damage they caused to my car. This is a pretty costly repair that I need some solution to as soon as possible. Thank You for taking the time to read this and I hope to hear from someone soon.

  Business response

  10/22/2022

  On September 29th, ***** called out facility and explained that his car had been at ******** Honda, they had given him a quote of over $5,000 for repairs to his engine and other issues. He further explained that he had a cold start engine noise, VVT codes and car was sluggish. He stated that he had contacted 2 other repair facilities but they refused to work on this type of issue. We have experience with this engine as well as this specific problem. He asked us to quote out the cost of the repair and did not need it diagnosed as he had already paid ******** to do this. He planned to drop the car off Thursday early afternoon. The car did not arrive to our shop until Friday afternoon. Upon arrival, the vehicle had right side damage down the entire side as well as front end damage that had been previous repaired (not professionally). He asked that we also see if we could “jimmy rig” something to secure the headlight better as his previous attempt wasn’t holding well. He stated that his girlfriend had gotten into an accident and he just needed to fix it cheaply.   

  We told him that we hope to get to it Monday or Tuesday although with work flow, we couldn’t make any promises. He appeared appreciative that we were at least willing to work on his car and get it fixed as he hadn’t been able to drive it much recently. He contacted the shop a couple times throughout the week to check in, we tried to keep him as updated as possible although his vehicle was being worked in with others that had already had appointments. When he picked up his car on Oct. 7th, he mentioned that there was damage done to his rear quarter panel on is vehicle and we explained it came in that way originally.  We secured his highlight from his previous accident, performed an oil change and VVT solenoid.  He became verbally abusive demanding our insurance information.  He called and was again verbally abusive and argumentative with the General Manager and then hung up on her.   

  We have reached out to our insurance company and provided all of ***** ******** information along with our statement.  They will be reaching out to ***** to assess the damage and accusations being made. 

  Thank you

   

  Customer response

  10/24/2022

  
  Complaint: 18202703
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ***** ******

  Customer response

  10/25/2022

  
  Complaint: 18202703
  
  I do not accept the business's response as a resolution to my complaint because: 

     This is ***** ******. I filed a claim with you

  Guys regarding some very dissatisfying claims again Motovated auto mechanic shop. If you read their response

  To my Initial complain you will notice they literally copied what I said about them being rude on the phone when talking. That’s first. Second. They lied in saying that I called them Thursday and didnt drop it off until Friday late afternoon. I called and dropped my Car off the same day. FRIDAY. Like I said before. My car sat in their lot unattended for 6 full days before it was ever even brought into the garage. Another lie they are telling is that two other mechanics refused to do the work on my car? That is an outright lie. I brought my car to 2 places. One was not able to do the work bc he didn’t have the correct part at the time to do so. I then brought it to **** **** Honda who gave me a full 100 and something point inspection. They would have done the job that day in a matter of hours. I declined to have the work done there because they wanted a ton of money for all kinds of things. We’ll keep going. I never ounce TOLD the mechanic that I only wanted the vtc actuator done. I told them

  I wanted my car fixed.. FIXED. Whatever the issues were that could be changed to fix my car I wanted done. I never once told them I wanted an oil change which they took upon themselves to do. The blinds order a vtc actuator without ever looking at my vehicle first. The parts came in on Tuesday when my car was already supposed to be done. They waited another two days and they just threw my car in a bay and changed out the vtc and that’s it. He threw a couple clips in my front end to stabilize the driver side headlight. They never tested the start up noises of my car outside of the one time they turned my car on and test drove it. I specifically asked for them to fix the coil start noise. JUST LIKE THEY ADMITTED IN THEIR RESPONSE. The start up noise was not addressed at all. It hasn’t changed. It’s not better. Nothing. Then. It’s time to pick up my car on October 7th. They’ve had my car for a full week now. When I was told twice it would be done Monday or Tuesday. That’s the only reason I rushed to drop it off on the Friday I did. Because I was told it would be ready the following Monday or Tuesday. So I go and pay him. I walk outside with him and I notice immediately from 20 feet away that they put a huge dent into my rear passenger fender. I asked what happened and why I wasn’t notified of this. No one said a word to me. The owner got all worried and repeatedly told me he would take care of it and he was so sorry. He then called me back again to shake my hand and reassure me he would take care of it. When I started my car to leave it made the same exact noises it did when I brought it there. All they did was get the check engine light to turn off. Which is not a mechanical service. All that is is a byproduct of changing the vtc actuator which was only PART of the problem. He told me he would be in touch to fix it for me. I called the following day to see what was

  Going on and when he would fix the dent he put in my car. He gave me tons of attitude saying things like “what do you want me to do dude” “I’m not a miracle worker” “I have an auto body guy here right now if you can drop it off” why would I drop my car back off to the same people who lied and damaged my car in the first place.  “I told you, I’m gonna talk to my girl and get the insurance info to you.  Monday comes no call. I call them again. General manager answers this time because the manager didn’t want to take care of his own problems. Now the story has changed and this lady (whoever “takes care of their paperwork” ) only works one day a week. So I wait a couple more days. Nothing. Now I call

  Again. The owner answers the phone. I told him

  I wanted the insurance info and he refused to give it to me. He told Me that he would have the police there if I showed Up. Why would someone threaten a customer with police presence over insurance information? I have the phone calls. I have the pictures of my car before and after they had it. I need this issue to be resolved before I take legal action. They also claim that my car as damage along the entire side of my car? Where? Do you see any damage to either one of my doors or even the front side of that fender? No. Because there isn’t any. There is some minor damage to the front fender from

  A long time ago. Anyone in the field of reconstructing an accident can clearly see that whatever hit my car hit it straight on. It wasn’t dragged or it would have dented the whole fender and left damage further down either side of the direct hit. They did this to my car and I know they did. My car didn’t move from My driveway until the Friday afternoon I brought it there: I have the witnesses. I have the footage. I have everything. Please help me. 

  Sincerely,
  ***** ******

  Business response

  10/26/2022

  As mentioned previously,  we are insured and our insurance company has been contacted.  They will reach out to the customer directly to assess and rectify any claims. 

*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. ↩