ComplaintsforForeign Exchange

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/26/23 invoice no.57957 I called Foreign Exchange and told them I have a BMW 325ci and I have White smoke coming from muffler and some fault codes.They told me they needed to do a diagnostic on my car I asked what that mean he say our dianose text isnt like other auto shop diagnose it's thorough text not a scan the text will tell us what's wrong with your car.So I took my car in for the diagnose.They called me later that day and it would be 3000.00 to fix I told him I only had 2000.00 and if they fix it to where I could drive it back and forth to work He said yes but I would have to bring back in at a later date to get the other work done I said ok he told me he needed 1000.00 to started work.So I paid the 1000.00 over the phone.They called me the next day and said my car was done.I went and the remainder of the bill was 852.33.I paid the remaining amount got my bill and keys.After getting home I went over my bill and notice they replaced parts I had just replaced upper radiator hose two weeks prior and expansion tank I replaced six months prior.They charged me for 4 gallons of antifeeze they also replaced the lower radiator hose.So I call them and Told them I just had those part replace and they told me thier tech told them the parts were bad and I should had told them I just had the parts replaced.Also on my bill they needed to do another Diagnostic because they didn't find the proplem and i needed to give them another !58.00 for another diagnostic.So after aruging about the other diagnostic fee they said they would do it free.They also did 438.65 more repairs I paid! Then they told me my engine light was still on and they needed 179.00 for the same codes and neede to do another daignostc.So they replaced Crankcase vent hose kit oil dipstickseal 711.91 labor 446.94 Expansion tank upper radiator hose 488.50 labor104.29 lower radiator hose and sensor290.87 replaced valve cover gaskets476.00 tue Jan16/24 I picked up my car 1/29/24 it still runs bad!!

  Business response

  02/05/2024

  When you brought your 2005 BMW 325ci to us to diagnose a check engine light, we found 10 fault codes in the system.  In this initial diagnosis, we were able to identify some repairs needed, but also let you know that additional diagnoses would be needed to get to the root cause for other faults.  You authorized some of the work, but not all.  We made it clear to you that the work you authorized would not fix all the issues, and that some fault codes would likely come back.
  As we’ve repeatedly discussed with you, we had to replace the parts you had put on your car earlier by another auto repair shop because they were faulty and leaking.  You approved us to replace them.  We did accidentally charge you twice for the 2 gallons of antifreeze.  We apologized for that mistake and discounted your invoice by the cost of the antifreeze.  As far as the muffler and smoke is concerned, it could be related to the oxygen or misfire faults we found, but you did not approve us to diagnose/repair those faults so we can’t be sure.
  We understand your frustration with needing additional diagnoses and repairs on your car.  We tried to help by not charging you for one of the diagnoses.  It’s undoubtedly aggravating to find out it needs even more repairs after you’ve spent over $2,000 on it.  But we told you before we made the repairs that they would not fix all the issues, and we’ve given you estimates to fix any additional repairs we found.  As we discussed, we believe your car will continue to need additional diagnoses and repairs due to its age and condition.  We made the repairs you approved, but we cannot diagnose and repair different problems with your vehicle for free.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since June 2023, Ive been back & forth to Foreign Exchange (FX) for car maintenance. Was told about several issues to which I authorized repairs (one of which was pertaining to the oil, flushing oil, etc.,) for which my credit card was debited $2500 initially. I had to keep calling to find out status and to push my maintenances' completion. My cc was ultimately charged well over $8K and my car was w them almost a month. Once ready, I drove for two days only to have the Check Engine light appear. Took the car back, was charged another assessment. I requested a loaner because they kept my car so long before. **** ** authorized. More repairs expenses but I negotiated for minimum to no labor charges to the 'new' repairs. I was charged another $1K When ready, I drove car away & not 5 minutes from shop, my check engine light returned. I drove straight back to shop & was told I would be charged ANOTHER assessment. Couldnt believe it. Literally 5 mins later. I required another loaner (knowing it would take longer if I didn't have their car in the interim) was told that they didn't have one. They called when one was available so I waited several more days until they had one to leave my car again. Next, I was told of two more issues. I authorized & pd for the maintenance based on their recommendation. Weather caused low tire pressure & I also noted low oil level indicator. Took car to tire vender for air & oil & was told oil could not even be checked nor changed because the dipstick was broken and clearly hidden w a jimmy-rigged cover. I reported to ****** who said it wasnt noted on receipts but there were mechanics notes. Huh?? Then why wouldn't they tell me so I could authorize repair?? ****** then indicated **** ** said they would no longer work on my car even tho 2 yr warranty exists on their approx $9K work since June. They would, however, order me a new dipstick for which I could pay (approx $100) them & was welcome to take elsewhere for installation.

  Business response

  01/09/2024

  We are sorry that ******** is disappointed with her experience with Foreign Exchange.  However, we do not agree with her perception of the situation.  At the time she brought her 2008 Audi A6 to Foreign Exchange for initial diagnosis, the general manager, *****, recommended that ******** not repair it. The car was in poor condition, it had multiple deferred maintenance issues and the engine had been severely overheated.  ***** explained to her that the cost to make all the repairs needed was more than the car was worth.  ******** told ***** she wanted the car fixed anyway and authorized some (but not all) the necessary repairs.  We did the authorized repairs, and told her about the 2-year, 24K mile warranty for the parts we installed.

  When ******** returned, she wanted new, additional repairs completed and thought we would do them under the warranty provided for the previous repairs.  We explained to her that the warranty only covered previously completed repairs, not to pay for future repairs on different parts of the car. She insisted that we were responsible for the additional issues.  We also explained to her that the dipstick was not broken by our technician.  He found that the dipstick was broken off when the car arrived. (She also had been taking her car to other repair shops.) A portion of the dipstick was still inside the well and we were not sure if it would require replacement of both the dipstick and the dipstick well, so our service advisor gave her a quote with that in mind.

  Because ******** was so insistent that we should provide new parts and additional repairs at no charge, ***** let her know that we would no longer do new repairs on her car.  The repairs completed already by Foreign Exchange remain under the warranty, and if she has issues with those specific parts or repairs during the warranty period, we will be happy to fix them.  As far as the detailing coupon, we don’t have complimentary vendor coupons for detailing.  We did wash and clean her car during a visit, but perhaps she got the detailing coupon from one of the other repair shops she uses.

  Customer response

  01/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  1)  The only insistence that I made was that when I got my car back after the first several weeks in their care, was to insist on a loaner for each subsequent possession.  ** definitely did not like this but I knew it would limit the time they took to address the follow-ups.  Additionally, to try to shame me for the 'poor condition' of my vehicle is telling.  Why take it in at all?  Once they have your car and have started expenses but not completed maintenance/repairs, they know you are at their mercy.  I only received calls from them when they wanted me to authorize additional work AND to swipe my card for thousands more each time.  I made the decision between the last two recommendations to only authorize one based on my conversation with Sr and how much had been put into it at that point, and the priority of the recommendation.  ($8K by that point).

  2) Their terse response is indicative of what I experienced while at their mercy once the vehicle was in their possession.  I saw where other complaints were accommodated differently for others.  There was no 'complimentary' assessments for me.  Not even when I returned to the business within 10 minutes of picking it up with the check engine popping up on the drive away from the business.  My charge to them was to address anything/everything.  So, driving away and encountering a check engine did not and does not seem like it was.

  3) I have the coupon/voucher attached.  Notice **'s initials and notation.  I guess he forgot.

  4) There is NO notation of the dipstick being damaged on ANY of my receipts.  Seems like an important thing to note since checking oil and changing oil would be a challenge as such moving forward.  I have a documented receipt from my tire vendor who advised me of the issue when I took my vehicle in for servicing there at the change of weather and loss of tire air pressure accordingly.  Why would FX not note such an important piece of information on my receipt(s) like all else?  It is quite telling to have it supposedly noted on the mechanics internal notes instead.  THIS insult to my intelligence on top of everything else.  Why not disclose this to me at the time of several weeks in their possession?  

  5) I'd be very curious to see their version of all the receipts and whether they match to what they provided to me with my signature.  

  6) How does any of this justify and/or warrant the refusal to work on my vehicle when there is a TWO YEAR 24K MILE WARRANTY on the work already done?  ~$9K of work, no less.  Please note they are willing to order the part and receive the profit from my monies, however.  No installation/labor though.  

  7) Finally, I had a bad experience with FX previously.  It was mostly about how long they kept my car and lack of communication.  I made a web review.  This is when ** gave me the voucher---I assume to appease me for their lack and to request future business.  This is the only reason I gave them a second chance.  Poor decision on my part.  Again, adding insult to injury by virtually suggesting me out to be a liar or confused about the voucher.

  My claim remains the same as originally submitted.

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

• Initial Complaint

  10/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Mon 10/3/2022 Called to get a quote on possible brake job for my BMW. Spoke with ******, described issue of vibration under braking and was told it could be brakes but could also be control arms wearing down. Was told to just bring it in and they’ll take a look and let me know. Dropped it off next morning (10/4/2022). Got a call a few hours later with recommendations of over $5,700 worth of repairs?! Got an itemized breakdown of recommended repairs. Decided to just go pick my car up as rates quoted appeared high for parts and labor for all the work I was told the car needed and I wanted to do my own research. Went in to pick up my car, told them I’m going to discuss things further with my wife and get back to them. Waited for several minutes without my keys back while ****** typed away on his computer. Next thing I know I’m being asked to pay an invoice for $83.78 for taking a look at the car?!? I was baffled as I have NEVER been charged by any shop to just take a look at a car to get a quote. I did not sign any authorization for repair or for the analysis of the issue. When I told him I was NEVER told there would be a charge to take a look at the car, he just told me “there’s always a charge”. I reiterated that that was never told to me at any point and I find the business practice very shady and unprofessional. He reiterated that there is always a charge and tried to justify it in that he was only charging me for a half hour labor. Again, I NEVER signed any document ahead of time that indicated a charge or my authorization to any such charges. Notice on the document provided, there is a note in the top right under “quotes” that it was in person and date time stamped. I was NOT given any type of verbal quote or document reflecting a charge. I would like the BBB to pursue a refund of the funds under the grounds that I did not sign any documentation, nor was I even verbally told there would be a charge for the car to be looked at.

  Business response

  10/06/2022

  Foreign Exchange contacted Mr. Heckler today (October 6, 2022) and apologized for not providing notice of the diagnostic fee prior to assessing his car.  We have refunded the charge to his account.  

  Customer response

  10/10/2022

  
  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,
  
  ******* ******

• Initial Complaint

  06/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I took my wife's car here for repair. My warranty insurance covered all of the repairs at 100% cost, which the repair shop approved before working on the vehicle. I call to get an update on the progress and the gentleman tells me the insurance company isn't covering something so instead of just paying the $100 deductible I now owe $290. I am confused as to how there is something the insurance isn't covering since they covered 100%. The gentleman told me as long as I agreed to the $290 they can finish up. I say OK. I get a call yesterday the car is done and now I owe $401. I call the repair shop back to get an itemized receipt of what is not covered so I can call my insurance. I call my insurance back and they confirm its covered 100%. I call the repair shop back on three way with my insurance and speak to manager ***** *******. He explains to us that what they charge for labor is different then what the insurance approved. Insurance said they take the average labor cost for repair shops in my zip and that's the price they sent to the repair shop approved to approve. The manager comes up with arbitrary cost of labor and I was not allowed to get my car until I paid the new made up labor price. Again, this price for labor was changed after the repair shop approved what the insurance company sent them and the manager's only resolution was sorry I should have told you before the insurance approved it. I was never involved in the conversation of the cost of labor, but I'm them one that has to eat the $401 instead of paying the $100 I was supposed to.

  Business response

  06/21/2022

  6/20/22
  
  
  Mr. ***********,
  
  
  I very vividly remember speaking with both you and the insurance company that day regarding rates. As I said then our hourly rate is $144.98. Just like we don’t go into a gas station and negotiate fuel prices or tell the server at ********** we will pay 9 dollars for the burger instead of 10. Our rate is our rate and that is what we operate at. I did however speak to the service advisor that was speaking to ***** and dealing with the warranty company. He did not make her aware that her total price was going from 290 to 401. That price change was due to the axle. The price change was for the labor rate coverage for the replacement of the axle. She was made aware of the 290 but was not for the additional 111 required for the axle. For that reason i am happy to refund you the 111 and i sincerely apologize for the drop in communication. The warranty company covered the parts required and the labor hours required but did not cover the whole rate and for that reason they should have never said that the claim is covered 100% as that was incorrect. Once again i apologize for the drop in communication about the additional 111 and will have someone reach out to you directly regarding returning that charge back to your card. Thank you for your time and look forward to speaking to you soon.
  
  
  
  
  *****
  
  

  Customer response

  06/27/2022

  
  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,
  
  ******* ***********

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had Foreign Exchange in Moraine remove and replace the rear shock absorbers on my Mercedes. They took two weeks to do it, because the service manager and technician went on a brief holiday rather than take care of my vehicle. To make matters worse, when they put the new shocks in, they didn't install them correctly. During the reassembly, they left out an important part. On Xmas day, I was planning on a short trip, but I wasn't able to go due to the car being undrivable on account of the missing part. I examined the shocks and discovered the problem. The item isn't normally in dealer's inventory, but I was fortunate to locate it at a Virginia dealer. The part arrived the following Wednesday, and I was able to successfully put the car back together. Incidentally, when I got the bill for this terrible work, the service manager tried to stiff me for an extra hundred dollar; until I complained. In short, this was a bad job done by an inept technician.

  Business response

  02/03/2022

  Business Response /* (1000, 11, 2022/02/01) */ Contact Name and Title: ***** *******, Owner Contact Phone: XXX-XXX-XXXX Contact Email: *****@foreignx.com Dear ****, we have reached out several times via phone and left several messages from the first day we received the complaint to even this week. We have been working on your cars since 2016 with 12 different repairs and services performed. We were very accommodating with your repairs as well. We do not allow customer supplied parts and we installed them for you being that you have been a customer for a while and you stated that you had a warranty on them. You state in your review that the vehicle took two weeks, your car was dropped off on a thursday which we told you Friday what was wrong with the car and the following week you supplied us with the replacement parts. The vehicle was finished the following tuesday. The vehicle was here for 11 days and 4 of which were non working weekend days. The issue with the repair i am unaware of. I see in your history that we had never replaced those and at one point your had us go in and tighten the rear shocks as if you knew there was a problem with the original installation. Those are also a aftermarket replacement part not a original equipment shock. This is the absolute exact reason why we do not install customer supplied parts. I still am unable to determine what the exact issue is and if there is anything that i can do to help. I know you know that we are much more capable than shocks and an oil change as we have performed much more extensive repairs to your vehicle than this. I am very disappointed in our performance during this repair if it is in fact an issue that we caused. As i said in our reply we arent perfect, nobody is. I am upset we were not able to rectify it for you or get to the root cause of the issue. The thing that i am having an issue understanding is why if it was an installation error how it took 4+ months to show its face. If it was an installation error there should of been a clunk or noise from the beginning. Once again i am unable to verify the claim of incorrect installation or an error on our behalf. All of our locations carry a 2 year and 24,000 mile warranty. I never question a warranty and when in doubt just warranty the repair and give the customer the benefit of the doubt. I understand your frustration and understand if you do not want to bring your cars back to us. I am very frustrated as well being i was not able to get to the bottom of the issue and rectify it myself for you. I apologize for the issues and hope that you understand where i am coming from. We have spent several hours discussing repairs and our shared love of cars at the shop together and i hope you realize that our small family business tries our best and strive to be the best but as i said before we are human. I hope you all the best **** and once again i apologize for the severe inconvenience. Consumer Response /* (2000, 13, 2022/02/02) */ Dear BBB, Foreign Exchange has resolved the matter to my satisfaction. Thank you for your help. **** **********

*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. ↩