Complaint: This body shop could be the worst one I have ever.--rude, cheating and its employer is being unreasonable.I had the worst service at that shop. The repairman pried my engine in order to check the timing belt and damaged the cover, which means there is no any cover on the engine. The cover is worth of $77--$116. I paid them diagnostics fee but they don't fix the cover. The man should have unscrewed the screw there but he prized the cover. I complained to his manager but the manager is ruder and more unreasonable than his employee. He yelled at me and pretty mean. What a terrible experience!
Initial Business Response
On October 25, we received a call from a local church that has us service their fleet of vehicles. The call was concerning a lady that was stranded in their parking lot. Without ever speaking with Ms. *** we gave the receptionist at the church a ballpark price to replace her alternator, which is what they had seemingly determined to be her problem. We told her that we would have to have the vehicle towed in before we could know for sure what her problem was, or proceed with the requested work. After the vehicle, and Ms. *** made it to the shop, it was then realized that Ms. *** had been in the shop earlier in the day requesting that we send a mobile mechanic out the fix her car. We told her that unfortunately we weren't able to provide roadside mechanic service, which upset Ms. *** because she ultimately didn't want to pay for towing.
The tow truck driver that we dispatched to pick Ms. ***'s vehicle up, did so quickly as a favor to us, to keep her and her elderly mother from being stranded outside. We told her that in order to find out where her issue was, we would have to charge her diagnostic time, which normally starts at $40/half hour. Ms. *** refused to pay for diagnostics, and wanted to have the tow truck driver tow her vehicle somewhere else free of charge, which he declined to do. This upset Ms. *** tremendously. At this point she decided to move forward and have our technician look at her car. It was found that she needed a timing belt and water pump. With her particular car, which has what is called an interference type engine, when a timing belt breaks, there is a good chance that valves get bent because the pistons continue to rotate as the valves have stopped due to the broken belt.
Ms. ***s main complaint is that her timing cover was broken. This is because whoever worked on the car prior to us had stripped the bolts that hold the timing cover in place, therefore the only way to check the timing belt was to pry back the cover in order to see the belt itself. The cover could not be secured back to the engine because of the stripped bolts. Also, with the assumption that the repair had to be done before the car was able to be driven again, whoever performed the job would have to remove the cover again to perform the necessary work, justifying it being left loose.
We gave Ms. *** an estimate, to only replace the timing belt. This had to be done in order to see if the car would start, or if machine work would be necessary to fix the bent valves. We also told her that this repair wouldn't guarantee that her car would be drivable after the work was performed. She then became even more upset and started yelling at people in our showroom as well as our employees. Soon thereafter, she had an individual call the shop to ask our opinion on the worthiness of the car because Ms. *** was trying to sell the car to him. We proceeded to tell him the issues that had been found with the car. After hearing the conversation between our service writer and the individual asking about the car, Ms. *** became upset that we didn't lie about the condition of her car. She said that we shouldn't have told him what we did; just that the car had a new battery and new starter.
Ms. *** never wanted to have her car fixed, and had the car towed away. Two days after the prior mentioned incident, Ms. *** called us and wanted us to fix the timing cover, claiming that nobody would buy her car because of this issue. We informed her that if she would get the car back to us, we would be happy to fix the problem but she wanted us to pay for the towing of her vehicle both ways on top of necessary repairs. Also, if the timing belt job would have been approved, and completed at our shop, the cover would have been re-attached to her vehicle no questions asked.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks. I like to have my engine cover fixed soon. But I won't like to go there again. I hope the auto shop can send some worker with tools to my home to fix it in my driveway (just three miles away). If the auto shop won't like to refund or pay the cover or go to my home and must enforce me to go their place, I have to go to their place to have them fix the cover but I need somebody to company with me for the sake of safety and to be fair. Who will company with me to go the auto shop? Could BBB find some person with me to go there? I hope so. Thanks BBB.
Final Business Response
We have the part at our shop. If xx. xxx would stop by at her earliest convenience, we will be glad to install the replacement part.
Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.