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:10/09/2023

  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 took our ***** truck in to get the trailer brakes flashed. My s/o was quoted $80 on the phone when appointment was scheduled. Went to pick up the truck and told it was $175.52 Was told it had to be programmed. Needless to say, brakes still don't work. Went back to the business the following week and was treated rudely when asked to have the brakes flashed correctly. *****'s son came out and explained 'flashing and programming are the same thing, but if there were additional problems they weren't asked to diagnose. They were asked to flash the brakes so that's all they did.' Fair enough, but if that the case and they only flashed the brakes, why was there an extra charge? What was it for and why isn't it being refunded?. No answer but offered to 'diagnose' for an additional fee. They have a reputation for adding extra charges and/or bait and switch. **** also be reaching at to the ** area director, as that seems to be the only way to get a respectful response from the dealership.

  Business Response

  Date: 10/16/2023

  To Whom It May Concern,

  I'm very surprised to have heard about this concern as our company has a long standing reputation of providing excellent customer service. We have a loyal customer following and continue to cultivate new relationships daily. I'm confident after discussing this case with both our Service Advisor and Service Manager that this case was handled both professionally and correctly.

  I have compiled a list of facts regarding this concern:

  1) It was difficult to recover the service record as the Repair Order for services completed was under a different name, *****************************, than the name on the customer concern, *********************. Our service team was able to recover the information I was looking for based on their personal recollection of the repair.

  2) This was the 1st and only time this vehicle has ever been serviced in our facility.

  3) As noted on the repair order the completed repairs were completed "per the customer request" as no diagnosis of requested repair was made in our facility. Customer was not charged for a diagnosis. 

  4) Our company would stand behind a failed repair if our team made the diagnosis and the recommended repairs did not correct the condition. We have a team of trained technicians and expensive equipment to help us accurately diagnose and repair customer concerns. It is unreasonable to assume we could stand behind someone elses recommendation.   

  5) *** standard charge for the time spent attempting to complete the customer requested repair is $149.88 plus applicable shop supplies and tax. That's exactly how much was charged. 

  6) Following the unsuccessful repair "per the customers request" we offered to provide the customer a diagnosis at a rate of $80. Customer declined recommendation.

  7) I, *********************, Owner of A-F Motors, have at no time been contacted by the customer(s) regarding this concern.

  8) I am the owner and I do not have a son employed here.

   

  *** untruths in this letter are both threatening and slanderous. Our reputation as an upstanding business in our community speaks for itself and I speak on behalf of our service team that any misunderstanding during this experience is unfortunate. We will continue to discuss this case internally and determine if any  process or policy changes are necessary. We are always looking to improve.

  Respectfully,

  ********************* / Owner

  A-F Motors

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

   

   

   

   

  Customer Answer

  Date: 10/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

  Customer Answer

  Date: 10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First of all there is nothing threatening or slanderous about this complaint. We were quoted $80 on the phone and were charged twice as much. Simple as that. This is not the first time we have experienced this at this dealership. Thats the facts. And yes, we previously had to get the ** area manager involved to get some resolution-also a fact.
  

  Your staff, regardless who they are, were rude. 

  Your response was eloquent,  but that is not how ***** was treated in your store. 
  

  So thanks for your history of your dealership. But if you dont want a complaint, then I suggest you charge what you quote. Maybe some training is needed? 

   
  Regards,
  
  *********************

  Business Response

  Date: 10/23/2023

  Hi again, ***********

  After a thorough examination of the situation, we've decided not to issue a refund for any part of the payment made to the dealership for the requested services. I can personally confirm that my service team is well-trained in providing accurate quotes both over the phone and in person.

  It's regrettable that ***** was confident about the necessary truck repairs without allowing our mechanics to diagnose the issue themselves. Despite this, we appreciate you bringing this to our attention. As a team, we've decided not to proceed with any future "customer requested" repairs without our mechanics first diagnosing the issue.

  Regarding your past experiences with our dealership, I encourage you to reach out to my Service Manager for further discussion. The repair order in question is the only one under either your name or *****'s, and our GM District Manager is unaware of any concerns.

  We had hoped that your initial diagnosis and the reprogramming, or "flashing" as you mentioned, would resolve the issue. Unfortunately, that wasn't the case, leading to this conversation. Should the issue with the truck persist, we welcome you to return for a comprehensive diagnosis. Electrical diagnostics and repairs can be quite challenging, and I assure you that we have skilled mechanics equipped to handle the challenge.

  Customer Answer

  Date: 10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for your time.  I question as to why the original complaint was not addressed by the business owner.  He continues to talk about service and diagnosing at HIS dealership, but this was never a request from us.  We would never have requested any work to be done by this dealership.  Why in his arrogance that clearly resonates in his emails, does he not address the reason for this review and complaint of the dealership?  We were quoted one price and charged another.  

  His suggestion to take the vehicle back is ridiculous and unwarranted, as there is not needed.  We have already taken the vehicle to another dealership who did program the brakes, in less than an hour, AND THEY CHARGED US WHAT THE QUOTED.  This dealership did not request that they have the opportunity to diagnose or fix anything, as there was nothing to fix. 

  As for the refund that they denied, let's be clear.  We requested the additional amount above and beyond what was quoted TO PROGRAM THE BRAKES.   As the owner CLEARLY states in his email, they only programmed the brakes and did not diagnose or repair, but somehow we were charged an additional amount out the door.  For what?  ***** asked at he dealership and never did get an answer and again was treated rudely for asking.  It really isn't about the money, because obviously this company needs the money more than we do. It is about the tactics of this business to bait and switch. 

  We have nothing further. I think our emails are very clear. Have a great day. 

  Business Response

  Date: 10/26/2023

  Thank you once again for bringing your concerns to our attention. Regarding the initial issue of the quoted price versus the charged amount, I want to emphasize that our service personnel undergo extensive training to accurately quote specific requests. I can assure you that $80 is not aligned with our pricing strategies.

  Our commitment to providing the best service possible is unwavering, and any perceived arrogance or rudeness from our employees does not align with our core values. Your feedback is very importance to us, and we are currently reviewing the footage of your interaction. This internal review aims to enhance communication and ensure that our customers feel treated fairly and respectfully throughout the entire process.

  We genuinely appreciate your feedback as it serves as a valuable tool for identifying areas where we can improve our services.

  Take care.