Complaints

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought a VW Tiguan for repair in very early March, they had the car for two weeks and it costed **** to fix the issue. The next day, the light came back on so we were set to bring it back. The ignition then locked up and the car had to go to a VW dealer instead to fix that before I could bring it back to the shop. A month later, the car ended up back at Aquidneck to fix the original issue again. This time he said it is a different issue and would be another **** to fix. I said I needed to think about it and the owner said he would lock the keys in the car for me to pick up with my other key. Got there, there was no key, the car was unlocked, and upon starting it, it was shuddering much more than when i left it. While all this was happening, my wife's land rover had a few window motors fail and we brought it to this garage. They fixed the first one, and then the window was not operating properly so she brought it back. They said it was a faulty part and got another one. When the part came in and we brought the car back, they worked on it (driver side window), but when she picked it up, the passenger seat was fully reclined, her dash camera was disconnected and unplugged, and the rear passenger window was down. And the passenger front window button no longer worked. They worked on the wrong window and didn't put it back together correctly. So we had to take it back AGAIN. They also didn't put the driver window together correctly which stripped all the tint off the window. He offered to pay for it, but we decided we were tired of all of this and would let it go.To top all of this off, she is missing a nice pair of sunglasses from her car and I am missing a car computer reset/reader from mine. We were going to go directly to them before we realized the thefts, so now we are coming to you for arbitration.We have made at least 20 trips to this place and have been robbed and MY CAR STILL ISNT FIXED. They need to be penalized somehow. He is very careless

  Business response

  06/09/2022

  The customer brought his vehicle in with a check engine light and oil leak issue. Vehicle was samoasked from front to back with oil underneath. Car had been in storage they told me prior to them arriving in RI. I explained to them that we had to start with a valve cover gasket replacement due to oil pouring out. I informed the customer that this was a starting point due to the amount of oil that was soaked under the car. After the valve cover gasket was replaced we cleaned the oil off of the engine and under the vehicle. They picked up the car and said the light came back on and I told them to come in with it. They then said they had a ignition problem so they towed it to the ** dealer. They then said it sat there for 1 month while they worked on the vehicle. When it was brought back in to use I examined the car and found the rear main seal was leaking. He declined to fix at this time bc he stated he was getting rid of the car. Then he called me and said his computer was stolen from his vehicle. I asked him when the last time he saw it was and he said he looked for it that day and it was gone. His car was a t a dealership for 1 month but it was convenient to blame us for his missing item. When I said that he back peddled. I reviewed my cameras inside and outside of my property and saw no one enter his vehicle or anything leave his vehicle from my people. 
  

  His wife came in with a broken window regulator/motor assembly. With the window down. We replaced the assembly for them. The new part was faulty and was replaced again under warranty. She then returned bc her other window regulator/motor assembly needed to be replaced due to wear and tear. We replaced that window assembly also. She then said her tint was scratched because we did that. The original problem was a broken window regulator and assembly. After all of this he stated we stole her very expensive glasses from her vehicle. I asked when that happened if it was when she came in last and he said yes. I drove her vehicle in and plugged in a window switch that had a loose connection then brought it right back out. I was the only one in the vehicle. I also checked my cameras no one else was in. Nothing was taken from the car. The seat was down because when you could the panel off the door you move the seat back do you have room to work. Despite all of this drama I still offered to pay because I stand behind my employees and I know they dont steal from anyone. In 10 years I have not had any issues of any thefts. Our signs clearly state we are not responsible for any vehicles left on the property and are not responsible for things left in vehicles. I reviewed all cameras of vehicle while on our property and I saw no wrong doing. I did see the customer wearing sunglasses while she waited outside my shop when we worked on her vehicle the last time. When I spoke with the customer he said he would file a complaint with the better business bureau instead of dealing with me about it. I offered to entertain helping pay just to help them but after review of my security cameras I saw no wrong doing. He hung up the phone on me and I called back but he didnt respond to me. Thank you for your time 

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