Complaints

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• Initial Complaint

  Date:12/01/2022

  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.

  I took my **** to exline automotive to diagnose any issues from an auto accident ( I was rear-ended on November 3, 2022) I was instructed by the body shop that I took it to, to take it to a mechanic shop the specialized in off road vehicles. I was recommended by another **** owner that this place was good for off road vehicles. I took it to them on 21 November, because that was the earliest they could see me, with the instructions to check the rear axle housing, rear drive line, transfer case and all other areas that may have been damaged upon the impact. Instead they tried to diagnose a squeak without ever looking into the other issues. They then took my rear differential cover off and looked at my gears and lockers, with a diagnosis that my gears were "completely rusted out and needed to be replaced". I thought this sounded a little excessive for the small scratches that were on the cover. I asked for pictures and was told that they would be provided when I brought it in for repairs. I asked them to put the cover back on and refill the oil so that I could pick it up, because I did not have a rental car or another vehicle. They charged me $213 less a 10% military discount to pick it up. I was also told that these repairs would be out of my own pocket because they were not as a result of the accident. I took it to the local dealership on November 22 and explained to them what the issue was and was told the next day that my gears were fine, that my **** had basically no damage (other than scratches on the bumper that is being replaced by another company). Upon request pictures were taken of the gears showing no damage or no rust. I feel that they saw a woman service member and thought they could take advantage of her and get money out of her.

  Business Response

  Date: 01/03/2023

  Hello,

   My name is *********************, owner of Exline Automotive.  I am very sorry to hear about *****************************' experience at my location.  I will be sitting down with *** today to get more information on the matter.  As soon as I hear both sides, I will make my decision on how to move forward. I do apologize on the delay as I've been away dealing with family matters followed by holidays.

  Sincerely,

  *********************

  ************

  Business Response

  Date: 01/04/2023

   I remember ***************************** very well.  She originally called and told me her **** was in an accident and she had it at a body shop down the road. She asked if we could look at possible damage done to her drivetrain-suspension. She let me know the vehicle impacted her rear differential and the differential was making noise.  I scheduled her for on or about November 15th. *** ****** never showed up for her appointment. She called a few days later and asked to reschedule, she told me the noise in the differential had gotten louder. We were very booked (down a tech), but noise coming from the differential can mean complete failure and I was worried for her. I scheduled her for a drop off the next day we were open and advised her I wasn't sure what time, but if she could drop it off first thing in the morning, I would work it in. We open at 7 am. She showed up at 9:54 am and let me know she would be waiting, she didn't have a ride. Knowing that tech need to finish his job in progress, I let her know it could be hours. I looked through multiple pictures of the accident with her at the counter so I could get a good idea of exactly what was impacted. We discussed the drivetrain components (including the rear diff), her suspension items and I also suggested we check the alignment. We may not be able to see a bent component, but the alignment machine would pick it up. I advised her she should contact her insurance company and get the claim going for the inspections. These inspections should be covered by her insurance company because it is directly related to the accident. She said she was going to wait and see what we find. I felt bad that she was going to be stuck here but we no longer have a driver for our shuttle. I decided to just let her take the shuttle and I would get with her when I got the **** inside. The tech confirmed noise coming from the rear diff and shook down the suspension. Visually, there were no problems seen with the suspension other than normal wear and tear and drivetrain, but he want to take a look inside the differential to see if there were any metal shavings in the fluid. this would indicate abnormal wear and tear and we could call the insurance out to show them. The tech also recommended we get it on the alignment rack. I called ********, and let her know without removing the cover, we can't see inside the differential and there is a charge associated with this type of service. I quoted her the price.  I advised her to contact her insurance company and get the claim going so that I could bill them. She gave the ok to remove the cover so we could do the inspection. The tech immediately noticed that a breather tube was disconnected. He could see come residual oil leaks around the cover, but nothing remarkable. When the cover was removed, he noted that the fluid was a milky color. Differential fluid turns milky when moisture/water mixes with the fluid. there were signs of wear and tear and some small specs of rust beginning to form. I called the customer and asked if she had contacted the insurance company and gave her our findings. I told her even if there is wear and tear or if there are existing problems, if the accident finished it off, they would still be responsible. I let her know once she called the insurance company, they may either send an adjustor out or just ask for pictures and our recommendations, but I could not guarantee they cover it and that it could go either way. I again advised that they would pay for this inspection. I noticed on the phone an attitude change, but she said she would call the Insurance company and call me back. This conversation happened about 3 pm. About 4:15 or so she called back frazzled and instructed me to put the cover back on. The insurance company could not get her a rental car so she had to take the **** that evening. I had the tech re-install the cover and fill it with fluid.  When ******** came to pick up, her attitude toward me was much different. I re-iterated that the insurance may cover the diff, but she would need to start a claim. She asked me what her bill was and I told her the same amount as I had quoted her before, but since she was Military, I took 10% off of the labor. She paid the bill and before she left I told her she could still submit the bill and be reimbursed by the Insurance company.
  
  I treated ******** ****** with every bit of respect and honesty as I do every single customer that walks through those doors. I didn't want to charge her a dime! I had to bill the job out, and she refused to get her Insurance involved. I'm wondering why that is. I thought the whole thing was bizarre. Why pay for something if you can get it covered under your policy? Maybe she already got reimbursed? Maybe she was upset I told her there was signs of poor maintenance? Even with poor maintenance, she still could have opened the claim and likely had it covered due to the nature of the accident.  
  
  Services provided *** ******-
  
  -rescheduled and snuck her in on a day I was already slammed in order to protect her and her vehicle from failure
  
  -listened to her concerns, examined accident pictures and instructed the tech to check the discussed concerns
  
  -found her a vehicle to use to make her day less uncomfortable
  
  -thoroughly inspected her vehicle
  
  -gave her advice on how to bill the insurance for the service, advise on starting a claim to get the repairs covered under her policy
  
  -gave her honest possible outcomes/recommendations/explanations
  
  -gave her a military discount because she decided to pay out of pocket
  
   Things I did not do nor have I ever done: 
  
  -"saw a woman service member and thought I could take advantage of her and get money out of her."
  
   In 16 years of doing this, I have never been accused of and no one has ever had grounds to accuse me of taking advantage of them. 
  
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