Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/20/2023

  Type:Billing 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 11/6/2023 I had my car towed to this business for diagnosis of a transmission issue. I was quoted $4,322.51. I needed the following parts: stepper ********************* clutch kit. Services needed were: Remove & replace stepper motors a&b; remove & replace flexplate; remove & reinstall transmission assembly. On this day I paid $1000 as a deposit for parts. I was told it should be done by the end of the day on 11/8 or by lunchtime on 11/9. On 11/9 I was told it wasn't ready yet but should be done the following day. On 11/10 I was told it might not be completed until 11/14. On 11/14 I went to the business to check on the status and I learned that they were still waiting on a part. I was not made aware of the missing part until this day. I had not received any communication from this business up until this point. I was the one who called daily to check on the status and in all those communications I was not told that a part was missing.On 11/15/23 a staff member did call me to tell me that the part came in and the service should be completed by the end of the day. I was called before close to be notified that the job was not completed and now it should be done by the following day (11/16) at lunchtime. On 11/16 I was told again it should be completed by lunchtime the following day (11/17). On 11/17 I was told that a mechanic snapped a PVC cover and now they had to wait for that part to come in. Later that day I was informed that the part came in and they should have it all finished by the end of that day. Before close I was notified that I now needed a battery because it went completely dead. They replaced the battery at no charge but the service was not completed on this day On 11/20 I was notified that I now need Transmission Control Modules which will cost an additional $1060. They did offer a $200 discount. I was told this part would not be in for at least another week and a half. I don't know if I should trust them to continue servicing my vehicle.

  Business Response

  Date: 12/05/2023

  This repair has been completed and the car returned to the customer

• Initial Complaint

  Date:12/02/2022

  Type:Product 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.

  My 2008 Dodge Nitro was at the shop having $2600 in repairs done. When I went to get my vehicle there was paper towels on the floor of the passenger side and water up to the gas pedal. I went and spoke to Desiree and she had them wet vac the water out and the warning lights on the dashboard went on. i left the vehicle there where they said they were putting fans in the car to dry it out. They kept it for an additional week. the tech never told anyone in the office about the water. When I asked all of a sudden I was told it came from the door weather stripping. We have no garage, never had any leaks. We asked to see security & refused. Asked for owner and Bill ***** said he inspected and it came from the sunroof not the doors. Per ***** inspector absolutely not from sun roof. Weather stripping was cut with a knife and hidden under the seats to cover the fact they left the window down at the repair shop. Bill ***** refuses to provide insurance information to us or *****. We are out the $500 deductible and Loss of use of our car for 3 weeks so far and a comparable rental is $50/day . We have been paying ****, friends, gas and rescheduling appointments due to this.

  Business Response

  Date: 01/26/2023

  We inspected the vehicle for reasons it was leaking water into the interior of the vehicle. It is without a doubt leaking inside due to poor weather stripping around sunroof and probable clogged drains which is a very common problem with sunroofs. We did a video and have it to support this irrefutable evidence. I believe the customer is fabricating the story of the ***** adjuster saying that it was not leaking.No adjuster has called me about this. As to the weather stripping on the door being bad yes it is. Her son tried to fix it as told to me by the customer. If anyone cut anything it was probably him. He did a very poor job trying to fix it. Instead of buying new weather stripping he tried using silicone to seal the door. We have absolutely no liability on this leak. Its just due to old weatherstripping drying up and cracking plus clogged drain tubing on the sunroof. VERY COMMON. We will not pay her any money towards her deductible or loss of use of vehicle. This was very clearly not out fault this happened.

  Customer Answer

  Date: 01/27/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I can provide the contact information for *****. They have documented calls to the shop along with written correspondence asking for their insurance company information. Yes my son did silicone the driver's door weatherstrip because it kept being loose. The cuts were on the passenger side door.
  
  I have recorded calls with the shop when I was told they let the tech go that worked on my car because of the damage that he caused by being negligent.
  
  Very sad that this "reputable" shop is refusing to show the surveillance video of the yard. It would clearly show the tech left the sunroof open.
  
  If they truly did nothing wrong why did Bill try to make a deal with the shop who took care of the damage by asking him to lie for them and say it was from the sunroof. If he did that then Allstate was going to send him lots of future business.
  
  ***** is very confident in their findings which is why they are further looking for the insurance information. It's at the point of getting investigators involved and possibly contacting the license department for auto repair shops.

• Initial Complaint

  Date:07/27/2022

  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.

  We've purchased 2 transmissions from this place. First purchase was okay. Second purchase (APRIL 2021), they advised us they no longer offer a lifetime warranty (even though they still advertise a lifetime warranty). We went ahead and made the purchase even when Rich stated "we now only offer a 3 year warranty". Six months (and 36K miles) after the purchase, the transmission went bad. They blamed a battery. They rebuilt the transmission... but it took them 3 weeks to get the work done, so we were also out 3 weeks worth of rental car expenses. Here we are 35K miles later, and they want to rebuild the transmission again... and charge us! Obviously, their transmissions cannot last longer than 36K miles. They **** not honor the 3 year warranty they promised, stating the receipt states "3 year, 36K miles". Problem is ... I would have never dished out over $4K for a 6 month warranty (the time it takes us to put 36K miles on the vehicle). We were TOLD (verbally) the warranty is 3 years... prior to making the decision to purchase! We were NOT told 3 year, 36K miles... We did not have this information until AFTER payment was made, work complete, and then receive in hand. This is POOR SERVICE, and very unprofessional. This time, they blame catalytic converters... they have all been replaced. I just can't trust anything this company says anymore. We are out over $4K, and they want to charge us over $5K to replace the transmission again... that's twice now! Each time at 36K miles. They were not upfront about their warranty. Rich says he would never says only 3 years; but he made the mistake TWICE when speaking with us. Maybe because we had been in before. Maybe the conversation got too friendly and he messed up. Either way, I would NEVER pay $4000 for 6 month guarantee! NO LONGER RECOMMEND this business!! We are requesting a full repair or a refund.

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 7, 2022/08/11) */ When we did this rebuild we stated verbally and on the invoice that it came with a 3year or 36,000 mile warranty against defects in material or workmanship. At the time of the repair the vehicle had 328,539 miles on it. It was in April of 2021. When the vehicle came in this July in 2022 the vehicle had 395,965 miles on it. Out of warranty by a lot. They accumulated 67,426 miles since the repair. It was 31,426 miles out of warranty. The vehicle also had other problems as well. It was setting codes for both bank 1 an bank 2 catalytic converters. The mileage is so high on this vehicle at XXXXXX on it we recommended they buy another vehicle. Many things are going to be going wrong with this vehicle. From what I understand they use it as an uber car. So they drive and rely on it a lot. Better to get something newer with less miles, then to put more money into this vehicle in our opinion. We can not extend the warranty and do a repair at no charge as is being requested. They may have had the catalytic converters done at one time but they are failing again according to the codes it is throwing. Those are not cheap either. Consumer Response /* (3000, 9, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, because we had already purchased one transmission from this company... With a full lifetime warranty, We went back. When we sat down with Rich, we mentioned the lifetime warranty again, and he said they had reduced it to three years. Never once, did he mention 36,000 miles. A $4000 investment would be ridiculous knowing that my husband drives 36,000 miles in just a few months. It was not until after we paid for the repair that the receipt stated three years, 36,000 miles. And we did not read this information, because verbally, he confirmed that the lifetime warranty had been reduced to three years. Even though, a lifetime warranty is still advertised with their company , online, and on their phone messaging. You would think that since they rebuilt our transmission before the 36,000 mile warranty had expired, that the new rebuilt engine would once again get a 36,000 mile warranty (which we were under). Obviously they do not stand by their work... However, I would expect a partial refund for the poor service we received, as well as the false advertising.