ComplaintsforCar Guys Auto Repair, LLC

• Initial Complaint

  10/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was in an MVA a month ago and ******************** called this company to tow my car. I found out from the company that my car was towed to for repairs from the Car Guys lot that they sent it with no key. They had the key as they drove my car onto the tow truck. It has been over 2 weeks now since they acknowledge losing the key. First they stated they found a ****** key "on the floor" and took it to see if it worked with my vehicle, which it did not. They then stated they would be replacing it, and calling their locksmith and would call me back. That was over a week ago, since that time, I have made repeated calls to The Car Guys and the person I was dealing with "******" seems to never be there and no one else can help me. I have been told repeatedly she would call me back and she has yet to do so. I was also told "this has never happened" when speaking about losing the key. However, finding a key "on the floor" indicates they probably have. I cannot begin to tell you my f

  Business response

  11/22/2021

  Response to complaint lodged by a customer of ours **** In her detailed statement she was correct in explaining the situation. Her vehicle was involved in a motor vehicle accident and we were called by ************* to pick up vehicle and tow to our lot. After some time her insurance gave us the OK to tow car out to her choice of the auto repair shop for repairs. 

  I assigned a driver to tow out, and he came in and got her key before leaving. I am unsure how but from our yard to repair shop the key was ACCIDENTLY misplaced. 

  I called the customer to let her know and she was not angry she did provide her spare key to the repair shop so they can move and work on her car. I asked her for some time to try and find the key and rectify the situation. I promised her i would not forget and would make it right on the company's behalf. 

  I had all my drivers look every where, look in each truck. I even had the driver that misplaced it look at his house and we searched the shop high and low with no success. This took a few days....Besides these days it took to try and locate we were also overwhelmed with the amount of vehicles the calls and people coming in from all the flood cars from the hurricane so I will take responsibility that it did take me a little longer than usual to handle everything in a timely.

  I spoke with the customer several times and vehicle was still at repair shop not even fixed yet. After realizing we were not able to find key, i called a locksmith and had the customer speak with him and was able to make a copy of the key for over $200, I am assuming customer is satisfied with result because we have not heard anything else. 

   

  Customer response

  11/23/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *******************************

*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. ↩