ComplaintsforWolfe's Foreign Auto Inc

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wolfles Foreign Auto, Inc, took our car in for service the week of October 16, 2023. The issue was that it was not starting. We were told this company specializes in computers that may be the cause of the no start issue. After one day in the garage for service, Wolfes called my husband and said it was a computer issue and that they would be able to replace it. Wolfes TOLD my husband the repairs would NOT be over $1,000.00. My husband received a second call from Wolfes and was told that they would not pass inspection on the car if more repairs they noticed were completed. By the time we went to pick up the car on October 19, 2023, the BILL TOTALED $3,598.12. MUCH MORE THAN WE WERE TOLD AS AN ESTIMATE IN THE BEGINNING. Once we got the car home on Thursday, October 19, 2023 - we noticed that the trunk of the car was locked. We COULD NOT OPEN IT AT ALL. We were told to BRING THE CAR BACK IN FOR SERVICE?! I researched this company's client comments on many sites including Yelp, Revdex, Birdeye, etc. Many of the client complaints are similar if not identical to the issues I stated above. I am asking for a FULL REFUND OF SERVICE because the car is still not working due to the trunk not being able to open. This seems to be a similar occurrence with this Repair company that they charge exorbitant rates and that cars are returned for "more services.!

  Business response

  11/28/2023

  When the vehicle was brought in for a no start issue an estimate was given for the repairs.  Jeff stated he wanted to get the car inspected as well and asked us to look it over.  I called him back to tell him what all it needed for inspection and recommend some service items that were needed.  We also had to repair some items that were damaged from the last shop trying to diagnose this vehicle.  Jeff authorized all the repairs.  When the work was completed, we locked the vehicle outside until he was able to pick it up.  For some reason the lock mechanism in the trunk must have jammed when locking the vehicle.  When Jeff called me to tell me this i told him we may have to replace the trunk lock actuator.  I gave him an estimate of 200 to 400 dollars to repair it, depending on what was needed to get it open.  He was supposed to bring the vehicle back that day and never did.  I tried to call him to let him know i would keep it under 200 dollars to repair it to help them out but refuses to answer or return my calls.  All the repairs that were made are giving him no issues.  This was not our fault but i was trying to do a goodwill repair to help them out.  No refund will be issued, but i will honor the trunk repair if he brings it to our shop.   His vehicle sat at another shop for months trying to figure out what was wrong with it.  We had all items repaired and completed in 2 days.  We can't help someone out who chooses to ignore us for no good reason.

  Customer response

  12/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ******** *** **** ****** ******** ****** ******* ******* ************ *** * **** ******* ***** *** ********* ** ***** ****** ** ******** ** ******** ** ** ******** ** *** ********** **** ******** ******** ** ** ********* **** ** *** ***** **** *** ** ********** **** **** ******* *** ********* ** ******* ** *** ****** ******** ******* ** **** ** ******** ** ** *** ****** ** **** ******** ** ****** ******* ***** **** *** ********* ******* ** ********* ******** ****** ********** ***** ******* ******** *** * ***** **** *** ****** ** ******** ******** ** **** *********

   
  We encourage The Better Business Bureau to review previous client's responses of poor service similar
  to our repair experience and upselling, most notably on Yelp. There are similar occurrences where they
  charge exorbitant rates and cars that are repaired – have to return for “more services.”
  Therefore, we are submitting this rebuttal.

  
  WHAT WE ARE REQUESTING AND REQUIRING:
  We are requesting and requiring a thorough investigation and audit of all work product(s) (fair
  market value vs. Wolfes's pricing) and billing statement. Wolfes Foreign Auto Body Inc. needs to
  identify each charge and validate each charge as to its validity- including any repairs “they
  claim” were made due to “The Other Auto Repair Shop.”
  Our rebuttal will be tailored to each section (paragraph's) submitted by this business and will reiterate
  our initial description of complaint with addition(s).
  FACT ONE: The vehicle was brought to Wolfes Foreign Auto, Inc. for a NO START
  ISSUE ONLY.
  NARRATIVE:
  When the vehicle was brought in – an estimate was given at approximately $1,000.00 FOR
  THE FIX OF THE NO START ISSUE – NOT anything near the final total of $3,598.12.
  (Which was inclusive of upselling which you will note in the narrative rebuttal and inflation of
  repair parts). An example of this would be the air filter set on the billing statement is quoted as
  $110.00 – when conducting research – the cost of the air filter set is approximately $50.00. It
  is important to note here that my husband asked Wolfes Foreign Auto Inc. if the car was even
  worth fixing and keeping. They stated Yes. PLEASE NOTE THAT THE KELLY BLUE
  BOOK VALUE FOR THIS CAR IS $567.00. Please also note the repairs totaling $3,598.12. A
  used car could have been purchased instead of the cost of these repairs. We picked the car up
  with a trunk that would not open – this issue did not exist before visiting Wolfes. WE FOUND
  ANOTHER EXPERT TO OPEN THE TRUNK AT NO COST. Wolfes quoted an
  additional $400.00 to bring the car back for repairs. Wolfe's also stated they would have to
  replace the trunk lock actuator. The trunk was fixed by another expert WITHOUT having
  to replace the trunk lock actuator.
  FACT TWO: We did not initiate the inspection service.
  NARRATIVE:
  Wolfes Foreign Auto, Inc called my husband to say “they would inspect the vehicle”. My
  husband DID NOT initiate this inspection service – nor did he authorize- in advance- all
  repairs listed on the invoice. In fact – two calls were made to my husband regarding
  inspection of the vehicle. On the second call – Wolfes told my husband they would not pass
  inspection if the repairs “they noticed were not completed”. They added charges – for
  example - replaced battery, emission testing (we are exempt because we put under 500
  miles per year on the car), two washer fluid container charges that we did not request –
  nor were we consulted in advance. We also could not find on the billing statement any
  repairs that were made due to damage (Wolfes claim) from another Auto Repair Shop.
  Please note, again, that the sole purpose of going to Wolfes Foreign Auto, Inc. was to fix
  the NO START issue – NOTHING ELSE.
  FACT THREE: Wolfes Foreign Auto, Inc. “infers” that another Auto Repair Company
  made prior damage to the car.
  NARRATIVE:
  Wolfes Foreign Auto, Inc. infers that the Auto Repair Company we have used for approximately
  20 years (and has serviced two other Mercedes Vehicles with NO ISSUES – EVER) made
  prior damages to the vehicle. We ask that Wolfes Foreign Auto, Inc. immediately verify
  what damages they claim, “ the other business made” and where those charges for repair
  appear on the billing statement. This statement they made about the other company is
  DEFAMATORY and needs full detailed clarity from Wolfes. Wolfes Foreign Auto, Inc.
  should have identified each issue(s) of damage they state they saw – not just “fix “it. It is
  important to note that the Auto Repair Company where we had the vehicle was STORED
  THERE at our request. The Auto Repair Company TOLD us they could NOT fix the No
  Start issue. We visited the Auto Repair Company several times while our vehicle was
  STORED there – for inspection(s) of our other cars. The car was safely secured and
  stored. We noticed NO DAMAGE to the vehicle at any time. Wolfes Foreign Auto, Inc.
  needs to identify WHAT charges are on the statement that relate to this defamatory claim.
  FACT FOUR: Phone calls were received and made to Wolfes Foreign Auto Inc.
  NARRATIVE:
  We reviewed our official phone records and found that calls made from Wolfes Foreign Auto,
  Inc. were answered and returned. The only call that was not answered was made on the day of
  receipt of filing from The Better Business Bureau.
  FACT FIVE: A thorough investigation and audit of all work products and billing
  statement is requested and required.
  NARRATIVE:
  We are requesting and requiring a thorough investigation and audit of all work product(s)
  (fair market value vs. Wolfes's pricing) and billing statement. Wolfes Foreign Auto Body
  Inc. needs to identify each charge and validate each charge as to its validity- including any
  repairs “they claim” were made due to “The Other Auto Repair Shop.” 
  Regards,
  
  ******** ******

  Business response

  12/06/2023

  I have already made my statement in regard to this issue and made my offer.  Bottom line is customer was told about what repairs were needed and additional items needed for inspection and service.  They had the right to decline the repairs and did not.  They agreed to the estimate for repairs. They clearly were willing to do the services since they paid for them in full when the vehicle was completed.   The trunk issue was not our fault since we did not perform any repairs in regard to the trunk.  If they would have brought the vehicle to us and i was able to get the trunk open, then there would have been no charge as well.  There were not willing to answer my calls or return my messages so I had no chance to see what was wrong with the vehicle.  I stated my case and there will be no other action on my part.

  Customer response

  12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  We, as consumers, are pursuing other avenues to resolve this matter.

  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  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. ↩