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Consumer Complaints

BBB Accredited Business since 08/25/2010

40 West Auto Care & Towing LLC

Phone: (301) 662-2242Fax: (301) 695-1571

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
11/02/2012Problems with Product / Service
10/04/2013Problems with Product / Service | Read Complaint Details
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Complaint
Had car towed to 40 west for repair as it was not starting. one day after they 'fixed the problem' the car was again not starting properly.


My car was having some problems with starting of the engine till it eventually did not start at all. I called *** and they sent 40 west to have the car started. The person who came checked the batter and even though he tried to jump start the car it would not. He recommended having it towed to an auto shop. Since 40 west was *** certified and the towing to their shop would be free of charge we asked him to go ahead and take it to their shop. This was on the 10th of July 2013. The next day we received a call saying that there was a problem with the crankshaft and what the cost would be to fix it. We asked them to ahead and make the repair.
We picked up the car on July 11 2013. They charged us for $91.74 for 1 hour of diagnostics and $89.04 for repair, $138.62 for parts and $25.55 for shop supplies.
The next day the car was again hesitating while starting. So we went to another auto shop who recommended we have the battery checked again. So we went to ******* ********* where the battery was from and they told us the battery was ok.
So yesterday, which was the 19th of July, we went back to 40 west. They told us they would charge us again for any work they did.
This is simply outrageous. If they had any sense of ownership or responsibility for the work they do, they should not charge us when a problem that they had apparently 'fixed' has returned the very next day. The car starts after we crank the engine a few times and I am concerned that it may stall completely again as it did the same the last time. Luckily it stalled at home the last time.

Desired Settlement
I do not trust 40 west to do a reliable job and therefore like a full refund for a job not done.

Business Response
We received a call from *** to respond to this member for a cranks but no start situation on a 2000 ******* ******* on July 10, 2013. We dispatched a tow truck and the member authorized a tow back to our shop for diagnostic service. Our technician (all techs are Master Certified) diagnosed a failed crank sensor. Our service manager called the member and gave a full estimate for the repairs including the diagnostic charge, labor to replace crank sensor, supply charges and sales tax. The member approved the repairs and picked up their vehicle on July 11, 2013 at approximately 7:30 pm. When the member picked up the vehicle he questioned all of the charges item by item (although previously explained and approved) and he was advised to call during shop hours for service manager (shop is open 8am-5pm). He called the next day and complained about the pricing and stated that he felt he was "ripped off" on the pricing. Several days later he returned to state there were further issues with his vehicle and our service manager advised there would be a charge to diagnose this problem, as the original problem was a no start situation and the crank sensor fixed that problem as his vehicle did start after the repair. We have verified all of the charges and every item was billed correctly.
I am enclosing copies of the signed work order, signed invoice, parts invoice from ***** and a printout from ****** *** showing the average charges for diagnosing no starts for our region.
Respectfully,
***** ******, Owner


Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
It is interesting that the business is telling me what my main complaint is 'In the consumers response he questions our pricing and this I feel is his main complaint'. We filed the complaint only after 40 west told us that they would charge us for checking the car again and that too within a week of 'checking and fixing it'. Pricing was an issue but not the main issue. If they are charging us standard rates, then we expect standard work, not substandard results. My car started showing symptoms of trouble the very next day after picking it up from their shop. I was concerned that it would stall again. we tried to resolve the issue outside of 40 west. when the battery warehouse people told us the battery was ok, that is when we contacted 40 west within a week of their so called checking and repair of our car. in the past month our car has stalled twice. The first time it was another business that came to jump start it and the second time it was 40 west. This was just a few days ago. And yet they refuse to acknowledge that they did not do a thorough job. Anyway, atleast I know where not to take my car the next time there is a problem.

Final Business Response
I am responding to complaint # XXXXXXXX for a second time as consumer did not accept my first response. The consumer is correct that his vehicle was not starting when it was towed to our shop. Consumer stated on our signed work order
"Doesn't start but cranks over" Consumer questioned our pricing when he picked up his vehicle and this was after we received an authorization from his wife after we gave her an estimate by phone. In the consumers response he questions our pricing and this I feel is his main complaint. Our diagnosis was a faulty crankshaft sensor. My initial response included copy of the **** invoice showing both our cost and the consumer retail cost. From the consumers response I believe he feels we should have billed him our cost for the part, which is not how business charges for the goods they sell. As far as his complaint about the diagnostic charges, in my original response I included an estimate printed from ****** ****** consumer based website that gives consumers guidelines on pricing for different regions throughout the country. The supply charge on our invoice is an industry standard fee and self explanatory (I explained that to consumer when he picked up his vehicle).
In conclusion, I feel that the consumer received a fair price and a good repair for the problem that the vehicle was towed in for and that was cranks but no start. Our repair fixed that issue and unfortunately the consumer had another issue with his vehicle but it did start when repaired here and that is what we were asked to repair.
In closing, I have been in business since 1979 always with great reputation and I feel this case should be closed out.

Industry Comparison| Chart

Auto Repair & Service, Auto Lube & Oil - Mobile, Auto Services, Wheel Alignment, Frame & Axle Service - Auto, Transmissions - Automobile, Towing - Automotive, Brake Service, Auto Air Conditioning

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