ComplaintsforBob's Main Street Auto & Towing, Inc.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/2/2023 had 2008 Range Rover HSE delivered to ***'s Main street Auto &Towing. I was suppose to have miner work done to my truck, but ***'s Main Street Auto decided that I needed a new motor do to the severity of the damage to my old motor. Decided to have a new motor put in the truck but in turn, they damaged my Air Suspension on the R&R tire. They also messed up my tire screen monitor. It now shows false pictures of my tires. (eg.) Tires are at a 30 angle when monitor are showing them straight. Truck will not drive without automatically stopping. Told manager about problems was told monitor probably has electrical shortage. Monitor was fine, and Air Suspension was fine when ***'s main street auto &towing picked my truck up. The cost of the motor with labor cost me over ****** $ which I paid 5,000$ to get my truck back and ****** $ monthly for the next 5 month's. I feel defeated and confused. Can you please accommodate me in this matter. Thank you Respectfully, ***********************.

  

  Business response

  10/10/2023

  Thank you for your feedback, *****. We do apologize for any miscommunication that *** have occurred during your visit. Your Range Rover was brought into our shop due to a concern regarding the vehicle leaking coolant. After doing an inspection, it was found that coolant was mixing with the oil due to the vehicle running over operating temperature. When coolant and oil have mixed together, it is recommended that the engine is replaced due to the damages that have occurred during that time.  When the vehicle was brought to our shop it was not in running condition therefore we could not take it on a test drive. However, during our free digital courtesy inspection we found that the air compressor for your air ride suspension was not working correctly and the gap between the tire and wheel well on the right rear tire was closer than the other tires. We also did repair the wire on your speed sensor at no charge to you to test drive the vehicle after the engine job was completed. We respectfully tried our best to work with you on this issue to resolve your issue and get your vehicle back on the road. We appreciate you bringing your concern to our attention and hope you understand that we took every effort to get your vehicle back in a timely manner. If you have any further questions please give us a call at ************. 

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 5th 2023 my vehicle was involved in an accident. Bobs Main St was contacted and quoted me $150.Bobs Main St later said the vehicle was unrepairable and billed me $298.They claimed the frame was damaged and the ball joint was broken, however per them they never completed a vehicle inspection. When asked why the bill increased from $150 to $298 it was explained because the vehicle was not being repaired at their shop. They deemed it unrepairable and offered me $50 for the vehicle.When **** (owner) was contacted about the quote vs bill discrepancy she said it was because the tow driver had to come from ********* to *********. Per JP (tow driver) he was already in ********* when he was dispatched.Then ****** explained it was due to the tow driver needing to use extra equipment to load the vehicle onto the tow truck. The vehicle was driven onto the tow truck no extra equipment was used.I sought the opinion of other mechanics and was told there was NO frame damage as its a una body vehicle, there was NO broken ball joint, and it was in fact repairable as the parts were bolt on parts. When I attempted to ask **** Main St why they said it was unrepairable I was told well we do not do that type of work here. The vehicle was repaired locally and is currently being driven.After several attempts to work towards a resolution with **** Main St they continue to change their story.It is at this time I am seeking the involvement of the BBB.I asking for a refund as well as lost wages.

  

  Business response

  02/17/2023

  Thank you for your feedback on your services. I have validated the information with my employees and did find that we towed your 2009 white ********* Impala on 1/5/2023 from ***************************************************** to our automotive shop on ************************************************************. At the time of service, the tow was quoted at $150.00 for it to come back to our repair facility and get work done. This is our discounted rate for choosing our facility with expectation that you would have service work completed. When the vehicle had arrived at our repair shop, our technicians deemed it unsafe and unable to repair at our facility due to the unibody underneath being completely rusted out. Since there was no repair work done, the tow charge would not be at the discounted rate like stated and was charged at the normal fee of $289.00. When the problem was raised with our service on the difference, we did apologize that the original quote was not clear that it was a discounted rate and the stipulations of needing your car repaired and our business did offer to refund the difference of the $139.00. This solution was refused by you. Unfortunately, we would not be able to refund the full amount of the tow due to a service being performed by our business. Our tow truck driver spent close to 3 hours driving to your vehicle, loading it, and towing it to our facility. We apologize again for the misunderstanding and are willing to refund the difference in the original quote vs what was charged, however, that would be our only solution at this time. Thank you again for your time and understanding.

  Customer response

  02/21/2023

  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.
  
  Reply/Rebuttal to Bobs Main Street Towing

   

  The information provided by ***'s Main Street Towing still fails to answer my questions and concerns.  

  I was told that the 2009 Impala was NOT repairable.( I believe I have provided proper documents to prove that was their position on the vehicle.)  I was told they were afraid to put the vehicle on the rack because they feared it would literally break in half.  I was told by one of the owners (****) that it had a bad ball joint.  The repairs done to the car by a local competitor prove that there was no bad ball joint.  Prior to the vehicle being picked up from Bobs,  I requested pictures of the damage multiple times to better understand what was wrong.  Said pictures were never recieved even after requesting them from the owner (Bill.)

  Instead there was an offer presented to me to buy the car for $50 and they would waive all tow fees.  It was at this point I felt that this company did not have my best intrest in mind.  The story keeps changing and instead of answering my questions they just presented a different problem followed up by lies.  A perfect example is that they are now saying that the tow took nearly 3 hours.  I do not believe the time the tow took was questioned at any point.  I also have the *** print out for the tow wich shows his arrival time at 3:07pm and his Destination arrival at 4:16pm on the same day.  This by your own print out is 1 hour and 9 minutes.  

  The constant story changing, the tow truck driver trying to convince me that the vehicle is totalled, the false claims, and lack of any proof forced me to reach out to another auto mechanic.  After having three other mechanics, all from different companies look at the vehicle it was proven that this vehicle was NOT totalled or irrepairable.  All parts needed were bolt on type parts and did not require the mechanic to use any special equiptment.  There was no welding or patchwork done to the vehicles unibody (which **** employes said was rotten and rusted through) nor did the vehicle need to go to a third mechanic who specialized in a particular field of auto mechanics or frame work.  All work was done while the vehicle was on a standard lift at a local mechanics shop.

  The misleading/misinformation is the reson for the request for a refund as well as lost wages.

  I felt it in my best intrest to seek out the professional opinion of others.  I had to take off of work multiple times to do so, as well as having to make multiple phone calls throughout the normal 9-5 type business hours.  This is time i had to step away from work creating loss in wages.  I also had to take off of work to get the vehicle from Bobs and take it to another local mechanic.  This is also time I had to take off of work.  The vehicle was DRIVEN to the next location on te other side of town.  After the repairs the vehicle has been driving January 31st. The professional opinions as well as another vehicle inspection led to the vehicle being fixed.

  Request for a full refund as well as lost in wages stands.  THank you.
  
  Regards,
  
  *********************

  

  Business response

  02/23/2023

  We apologize that our original response did not meet your expectations. The only pictures taken that we have of your vehicle were 2 pictures taken by our tow driver that were very dark. There were no pictures taken once at our shop because once the vehicle arrived, the vehicle was unloaded in our parking lot and never brought into our shop at all for an inspection or any kind of work.Before unloading the vehicle, our tow truck driver alerted our service advisors that the vehicle was ***** and was unable to be secured from the rear tow hook points due to the unibody rotting. After looking it over, a verdict was made by our facility that we would not put the vehicle on a lift due to the rust of the unibody which raised safety concerns that we were not willing to take. After this observation and quick overview of the vehicle, we gave the suggestion to you that the vehicle was not worth repairing the damage, from the curb that you struck, because of the significant amount of rust and holes forming in the unibody that would be unrepairable. We usually try to offer other solutions such as junking the vehicle. It was not just $50 that was offered to junk the car,however $50 on top of the tow bill which brought the value to $339. It is always your choice to do as you wish with your vehicle, whether to take our suggestions or fix it somewhere else, therefore we are not liable for lost wages due to that.
  

  And again, the tow bill was $289.00 due to our driver completing a tow for you that was 41 miles loaded and almost 3 hours in length. You stated that the driver was only on the call 1 hour and 9 minutes, however, as you can see on the tow receipt that was provided to you,our driver was enroute to your vehicle as of 1:42pm and did not finish the tow until 4:16pm. This is 2 hours and 34 minutes in (rounded to 3 hours) that our driver dedicated to your call and towing it.
  

  At this time, we are unwilling to make a full refund due to towing services that were performed. However, we are willing to refund the difference of $139.00 for the miscommunication of the original quote. This is our solution at the time and appreciate you understanding.

  Customer response

  02/26/2023

  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

   

  First off thak you for a timely responce.  Also thank you for admitting that you based my vehicle off of two very dark pictures that you could not forward to me.  I believe I have included a picture of the side of the vehicle which shows its ground clearance.  There is no way you could do a proper investigation of the vehicle off of two dark pictures and less than 8 inchs of ground clearance.  If your company would have done a proper inspection I woud not have had to go to another company which the insection there cost me an additional $114.88.  Your company repeatly bragged that you didnt charge me a tow fee!  You did NOT do a proper inspection of the vehicle.  Aslo I do not understand the constant lies in regaurds to the bad ball joint.  There was no bad ball joint, I have provided the bill proving that it did not need a ball joint.  I do not understand why you continue to hold so desperately on to these multiple lies.  As per your GPS printout you have included it shows that ou tow truck driver was on site for 8 minutes, how can you prove that special equiptment was needed if it took him 8 minutes to load it and drive away.  There was no special equiptment needed to load or secure the vehicle.  If you could please just admit that you have wronged me as a customer and caused me extra and unnecessary expences I would like to move forward with this.  Please refund me the amout requested to compensate me properly.  Thank you in advance for your help in solving this matter.
  
  Regards,
  
  *********************

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