Complaints

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Had my vehicle towed there to be repaired with my original key , they never repaired my car which sat there and inconvenienced me for two weeks only to have it picked up with and totally different key that's not working to my car , the mechanic admitted to losing my keys and instead of calling me and having my key properly replaced from the ***** dealership he called some so called locksmith which is one of his colleagues and had a key cut and put inside of my key case to hide the fact that he lost my key now he's not replacing my key and never repaired my car for what I originally had it towed there

• Initial Complaint

  03/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is the third time of bringing the car into shop, first time repairs from the shop went smoothly and the car lasted for a month, then started to overheat again, on the second attempt to get the car repaired by the shop. On the day 03/18/22 Al, the front desk associate or owner, called in saying the car was ready to drive and cost would be 980$. On that same day of paying and retrieving car, I tried driving to work which is one hour away, 11min close to job, the car overheats and cuts off, Al said the car wasn’t going to overheat when I retrieved the car. After having the car be towed back to their shop and work on, Al calls me a few days later saying we have to pay 1800, for replacement of water pump and thermostat. Al is over charging customers hourly rates. The previous charge for the 980$ was for a diagnostic-195.00 Scan for codes-130$ Parts: camshaft adjuster, leak detection pump- 422.00 Labor cost-325.00 Mechanic name: Edgar

  Business response

  03/28/2022

  HI *** *****

  I AM SORRY TO HEAR THAT YOU ARE NOT HAPPY WITH OUR SERVICES. WE AT LANDMARK AUTO GROUP DO OUR BEST TO SATISFY THE CUSTOMERS NEEDS AND CONCERNS AT A FAIR PRICE. UNFORTUNATELY WHEN CARS COME TO THE SHOP WE CAN ONLY REPAIR PROBLEMS THAT WE SEE AND DIAGNOSE WE CANNOT FORESEE ISSUES THAT ARISE AFTER WARDS. AS FAR AS YOUR CAR IS CONCERNED THE CAR CAME TO US WITH MULTIPLE ISSUES THAT WERE ADDRESSED INCUDING CHECK ENGINE LIGHT, A BLOWN COOLING HOSE, AND OIL LEAKS. AFTER REPAIRS NO COOLANT LEAKS WERE FOUND AND THE CAR WAS TEST DRIVEN. UNOFRTUNATELY A WATER PUMP LEAK SURFACED AFTER YOU DROVE IT ON A LONG DRIVE. SINCE THE CAR IS STILL HERE WE GAVE YOU A DISCOUNTED PRICE ON THE REPAIRS PER CUSTOMERS SATISFACTION. PLEASE DO NOT HESITATE TO CALL ME FOR ANY QUESTIONS OR CONCERNS.

  MAX M**** 

  MANAGER 

  LANDMARK AUTO GROUP 

  Customer response

  03/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****
  

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