Complaints

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• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the morning of Monday, June 10th, 2024, I reached out to Lowcountry Automotive to update them on the issues with my vehicle. I was told in person that an unknown locksmith would be out very soon as he was local. However, I was never contacted, emailed, or messaged at all on Monday, June 10th, 2024, about the status of my vehicle. On Tuesday, June 11th, 2024, at 09:30, I stopped at Lowcountry Automotive and I asked the girl at the front desk why my vehicle wasn't being diagnosed yet. I was told the unknown locksmith never showed up, so they were still waiting on him. I received zero communication about the unknown locksmith not showing up the day prior to complete the work. A few minutes later, I called and spoke to Ella, who identified herself as the shop manager. Ella personally told me that a locksmith would be arriving within the hour, as he was right down the street. However, this one hour turned into me not receiving a call until 12:51 PM on June 11th, 2024, so I was unable to pick up the vehicle as I was working. On June 12th, 2024, I paid for and received my vehicle via a tow company. After my vehicle was dropped off at my home, I put my key into the ignition to start the vehicle, which worked fine. However, I then tried to shut off the vehicle but was unable to do so. I called Lowcountry Automotive on June 12th, 2024, and left a voicemail. I received a call back at 13:26 PM from a male employee. He asked me what was going on, so I explained that once I started my truck, I was unable to turn it off because the ignition was stuck on. I had to stall the engine to stop it, and now I cannot get the vehicle ignition to switch off or the key out. The male employee informed me that I would have to be given the information of the locksmith because they were not responsible for it. The front office employees at Lowcountry Automotive recommended the locksmith to perform the work, and the locksmith was directed by the employees to come onto their property.

  Business Response

  Date: 06/20/2024

  On Monday June 10th you did reach out to us to let us know about the Tow company losing the keys to your truck. At that time, we offered to have a lock smith come out and make new ignition keys. You agreed and dropped of your door key at 9:37 on Monday the 10th. We explained that he would be out that afternoon on the next morning. On Tuesday morning you came to our shop at 8:27 am and wanted to know why your truck had not been moved. At that time, we explained that the locksmith he did not come that afternoon and would be out that day. You then called and said that you did not want us to do any work on your vehicle, to have the locksmith make the keys and you would pick it up. You then called back, and I spoke with you and apologized and informed you that I spoke to the locksmith, and he would be out that morning. I did not give a specific time.  You called multiple times using profanity and would hang up. You sent a text at 4:06 pm on Tuesday stating that you would come in the next day to pick up and talk to the shop manager and pick up. A few minutes later you called and ask to speak to the shop manager, and I informed you that I was the manager and you hung up. On Wednesday you had the tow company pick up your truck.  Later that afternoon you sent the following text “My truck was just dropped off to my house. I put the key in my ignition, and I turned my truck on, and guess what happened? The truck would not turn off, I had to smoother my efi to make it stall out. Now, the ignition and key are stuck in place ????”.
  The owner called you and offered to have the locksmith come to your house and look at the truck, and you hung up on him twice, you then called the office, and I answered the phone and explained that we tried to help but you hung up on us. You then started using profanity and I told you that I was not going to allow you to continue speaking to us that way and you hung up.
  Once the key was made, we started the truck and moved in behind our fence. The key worked fine, because we did not work on it, we offered to have the locksmith come to your location to check it out.