Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my A5 Sportback into Euro Imports in early December because it would start shaking and then die at red lights. I was initially told that it needed a tune up (and was quoted $3,017.98 which is insane) and then was told that I needed a crank case vent valve and that it would be $1,769.42. I was also told that it would only take a week for the repair. They had my car for almost three weeks. After that, I was told that I needed a camshaft position sensor and that they had "just discovered it after they replaced the crank case vent valve." My quote shot up even though they told me that **** would cover part of the repair due to a recall, however, I was sent an invoice for $1,822.50. When I got there to pick up the car, I was told that I owed $400 more for some reason. The car has been doing the same thing for about a week. When I called to report this, I was hung up on, and no one would return my call. Now I'm highly upset, and I no longer live in Memphis. I want a refund to make me whole. This is not okay. I'm taking the car to **** here in ********* so that they can see what was done and what wasn't as well as fix the car that should have been fixed to BEGIN WITH.

  Business response

  02/12/2025

  ****** brought her vehicle in on 11/26/2024. Her concerns was her car was shaking when at red light. She had an issue with auto shut off and the engine light came on but then went off. Auto Zone said they could'nt see anything on their computer. 

  We diagnosed ******** car and sent her our findings. She refused the 1st estimate. Meaning she didn't get everything recommended for her vehicle. We took off what she requested us to do! We sent her a 2nd estimate (see attachments), after going through the vehicle we found an additional part was need. We replaced the camshaft position sensor, which requires 2 however we only charged her for one. After paying her invoice she picked up her car she called us back about 10 days later stating her car was still doing the same thing. We asked her to bring the car back. She stated she could only come back on a Sat. We told her that would be ok. Then she stated she wanted to wait on the vehicle. We told her , we had to see what was failing, we didn't know how long it would take. She asking did we have any rental cars? We told her no we didn't. She asked would we rent her a car? We told her that we couldn't. She said she would have to figure something out and call us back. We never heard nothing back from her. Then we get this BBB complaint. We don't  owe her anything. To be honest she owes us!

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my 2015 Range Rover off on 12-04-2023 because of transmission problems. ************************ diagnosed the problem and I thought all was well. He explained that the warranty company would suggest a used transmission, but I had concerns about it being used. I spoke with the service manager and he informed that indeed the warranty company did requested a used transmission be installed. However, he stated that he had found one with low miles and at least a 36 month warranty on it. I get a call on 1/30/2024 informing me the truck was ready. I asked about the warranty again and he stated it was 12 months or ****** miles. I let him know that was not what was told to me. If that was the case, I would have contacted the *************** and asked for a new one. I asked to speak with the manager, ************************ (who is a friend of mine) and he refused to allow me to talk to him. I did contact the warranty company to see if they could do anything and the answer was no. Fast forward to today, 2-01-2024, I get to the repair shop and paid the $350 deductible to get my vehicle. I did not say anything because I was disappoint with them, but they found it hilarious and funny that I was non-verbal. The service manager and his tech laughed as I was walking out the door. I thought that was so disrespectful and very bad customer service! The owner was no better than them!

  Business response

  08/17/2024

  Upon performing this diagnosis and repair we were in good communication with Mr. ***** We explained that there is no remanufactured or new transmission available from Dealer or any other source. The extended warranty company (Silver Rock) agreed and tried to source a used transmission to send us. The transmission they wanted to send was much higher mileage than what we had sourced which only had 30k miles on it. The extended warranty agreed that we had the best option and that replacing the valve body while replacing the transmission which is a major component of the transmission was the best option for you in keeping the vehicle at its optimum performance. You agreed to these repairs and never did anyone say that there was any more of a warranty than 12 months 12k miles. No used transmission would ever come with any more warranty than that and the extended warranty would not even go farther than that. We are sorry that you are not satisfied with what service and repair that was completed however we are only going by what the Dealer you purchased the vehicle from and the extended warranty would allow us to do. Your frustration is not with us but with them. If the extended warranty is telling you no then chances are they are telling us the same answer. I am confident that the transmission that is in your vehicle now will last you a very long time and is very dependable. Thank you for your feedback on this matter but however like previously stated your frustration is with the extended warranty and the Dealer you purchased the vehicle from. For you to say ********** is your friend and to leave a damaging review is not friendship. This is only business. At no point did you ever convey that you were dissatisfied with the used transmission and what service was being performed to the vehicle until completion. So in conclusion your calling the extended warranty company requesting a new or remanufactured transmission would not have happened as a new or remanufactured does not exist.

  Customer response

  08/17/2024

   
  Complaint: 21231670
  
  I am rejecting this response because: I would have never accepted a ******************************** my original complaint.  If I was present with the option of a 12 month warranty, I would have denied it and sued the dealership to take the vehicle back.  Right now, the vehicle is have transmission problems AGAIN with this company's "so called" best selected transmission.  I have no faith in this company and want a full refund or cover the cost for my vehicle to be repaired AGAIN at the repair shop of my choice.
  
  Sincerely,
  
  *******************

  Business response

  08/20/2024

  Upon performing this diagnosis and repair we were in good communication with Mr. ***** We explained that there is no remanufactured or new transmission available from Dealer or any other source. The extended warranty company (Silver Rock) agreed and tried to source a used transmission to send us. The transmission they wanted to send was much higher mileage than what we had sourced which only had 30k miles on it. The extended warranty agreed that we had the best option and that replacing the valve body while replacing the transmission which is a major component of the transmission was the best option for you in keeping the vehicle at its optimum performance. You agreed to these repairs and never did anyone say that there was any more of a warranty than 12 months 12k miles. No used transmission would ever come with any more warranty than that and the extended warranty would not even go farther than that. We are sorry that you are not satisfied with what service and repair that was completed however we are only going by what the Dealer you purchased the vehicle from and the extended warranty would allow us to do. Your frustration is not with us but with them. If the extended warranty is telling you no then chances are they are telling us the same answer. I am confident that the transmission that is in your vehicle now will last you a very long time and is very dependable. Thank you for your feedback on this matter but however like previously stated your frustration is with the extended warranty and the Dealer you purchased the vehicle from. For you to say ********** is your friend and to leave a damaging review is not friendship. This is only business. At no point did you ever convey that you were disatisfied with the used transmission and what service was being performed to the vehicle until completion. So in conclusion your calling the extended warranty company requesting a new or remanufactured transmission would not have happened as a new or remanufactured does not exist. 

  Customer response

  08/24/2024

   
  Complaint: 21231670
  
  I am rejecting this response because: the submitted response is the same response as the previous response.  I stand on my REJECTION until this matter is resolved.  As stated before, the vehicle is currently experiencing transmission issues and I want this company to refund my payment or pay another repair shop to correct this issue.  I do not trust this business to operate ethically.
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2011 Jaguar in for complaints of cutting off while driving. They had my car for about a week before being able to diagnose the problem (stated they were short staffed.) After calling several times to get an explanation of possible causes they finally supposedly diagnosed as cam shift issues. I was told my car was ready for pickup on Friday Dec 12th, however I was out of town for a funeral and told them I'd be there that following Monday. Got there Monday and the business was closed during regular work hours with no courtesy call to inform me as I had driven across town to get there. When I finally picked up my car, noticed it had damage to the rear bumper (it was paint from the building, they backed up to close and bumped the bumper), they tried to deny but it was evident and police even noticed (we called police.) They denied everything and there was nothing that could be done cause it was a civil matter. Now two days later after supposed repair, check engine light came back on and car still cuts off while driving after paying $2000 for supposed repair.

  Business response

  03/13/2023

  As a repair facility we take atmost care while working on our customers' vehicles. Upon completing the job, we walk around the vehicle with the customer to ensure all is in order. We would like to make it clear that we did the same when ******************* vehicle was picked up by her husband and he was satisfied with our work. On the other hand, we would like to state that the vehicle had a pre-existing damage at the middle of the rear middle bumper cover which our customer very well knew about and we strongly state that we never damaged any part of ******************** vehicle. Regarding the issue of the engine light, this was never brought to our attention since we always recommend our customers to reach out to us as soon as the issue we have fixed shows up again. As a business, we always do our best to address our customers' concerns to ensure we settle amicably all issues that arise, however, we were not granted such an apportunity by our customer instead our customer's husband threatened us to an extent of calling up police in order to force us to bend to his demands and or to claim refund for the money paid for services we rendered to his wife. Indeed, the Police was very professional and precise and advised it was a civil matter which could be settle amicably amongst ourselves. To this effect, we are worried all these allegations are calculated to turnish our good image. 

*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. ↩