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Consumer Complaints

BBB Accredited Business since 06/13/2007

Cherry Grove Automotive

Phone: (843) 249-6563

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
01/17/2014Problems with Product / Service | Read Complaint Details
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Complaint
My truck would start but not remain running. I paid 778.76 for repairs and it ran for less than 20 miles and is doing the same thing.
Nov 21 2013 1994 Ford Ranger vin xxxxx Milege 204,632.0 My truck has the same problem now, it had before it was repaired and I am $778.76 Poorer. They say it can be fixed for an additional ~$282.00 which I must be responsible for. This being the case I would like my Original $778.76 returned.

Desired Settlement
Refund of $778.76

Business Response
When Mr. ******** had us tow his 1994 Ranger to our shop for repair, the vehicle did not start at all, and this is documented on the repair order opened on 11/21/13. The towing company had told us that they pulled this vehicle out of the woods near the address where it was picked up. Mr. ******** himself had told us that the vehicle had not been driven in several years, and he and his son had been trying for days to start it using starting fluid but had no success. When we diagnosed his concerns, we found that the vehicle had no fuel pressure at all and the starter was binding most likely due to Mr. ******** over-cranking the truck when it would not start. We informed him by telephone that the vehicle needed a fuel pump, fuel filter and fuel pump relay, plus a new starter just to get it running. We also informed him of the cost, and let him know that due to the condition of the vehicle, he would most likely need additional repairs and maintenance services. He then told us that he did not have enough money to go any further with any repairs or services beyond the fuel pump, filter, relay and starter. We even noted on his repair order that his cooling system was filled with water and had no coolant, and that he needed to rectify this issue immediately. The vehicle had been driven exactly 37 miles since it left our shop on 11/22, when he had us tow it in for a stalling concern on 12/2/13. Upon our diagnosis and inspection of the vehicle using a computer diagnostic tool along with a visual inspection of the ignition system components, we got a code p0300 from the vehicle's ecm (engine misfire). After testing individual components, we called Mr. ******** and informed him that the ignition module was weak and not producing enough current to fire the ignition coils. We also informed him that the two coils and ignition wires looked old and had evidence of arcing and carbon tracking, and that all of these components would likely need replacement along with the module. Mr. ******** became angry and accused us of not fixing the vehicle properly the first time, so we tried to explain to him that this was a separate and different issue. The first time we saw the vehicle it had no fuel pressure and a bad starter, and did not start at all. Now, the vehicle runs very poorly and stalls, due to faulty ignition components. It is clearly a separate issue. We told Mr. ******** that we would perform the repairs at our cost instead of normal retail, and he agreed to doing the ignition module only. We reiterated that the module may not fully solve the issue, but he was still upset and refusing to listen to reasoning regarding the repairs needed.
Our overall assessment of this vehicle is that it is in poor condition and has been severely neglected. It has over 200K miles and has not been driven or serviced for years,and Mr. ******** himself has verified that. The license plates have been expired for 10 months. We have tried to be fair and reasonable with him .

Final Consumer Response
Cherry Grove said they fixed my truck. I paid them a large sum of money and the truck is not fixed. I want my money returned.
It is true that we could only get it to started

using starter Fluid and it would not remain

running this information was passed on to the

Cherry Grove Automotive Rep I spoke with. (1)

My truck was towed from my back driveway

and not from the woods as Mrs *** has

indicated. (2) I told Mrs *** that I hadn't used

the truck in 3 to 6 months NOT several years

as she has stated in her response and again

restated at the end of her response. (3) Mrs.

*** nor any of her reps NEVER mentioned

that it may need additional repairs to fix my

truck as she stated in her reponse, until

AFTER i called and told her or her rep that i

drove it only a few miles(37 mile) and it began

having the same problem. Then and only then

did they say it needed additional repairs in the

form of; a module and maybe some coils. (4) I

called them to tow it because it would crank

but not remain running. This with the help of

starter fluid is the original problem. I assumed

they were going to make good on our original

agreement. When i called she said the module

and its installation would be $282.00. i agreed

because i needed my truck for work around

our home. I called Mrs *** back and asked

"would the module fix my truck" she said she

was going to have a long talk with her

mechanic on that very subject before she

installed the module and if it wasn't the

solution she wouldn't have it installed. As far

as being angry on the 1 phone call i think it

should be noted that as angry as i was i never

said anything foul. Even after finding out that i

was charged $778.76 and my truck was having

the same problem as when they towed it the

first time, and that i was going to have to pay

more to have the same problem fixed again.

And my anger was no more than the Cherry

Grove Automotive rep i spoke to when they

found i had filed a complaint with the Better

Business Beaurea with the biting sarcasm and

the refusal to give me information about my

truck or situation. And that she hoped i put

antifreeze in it, indicating it would be there

for a long time. I cannot say what

conversation Mrs *** had with the tow truck

operator, only that the information she said he

provided was not true. My Truck was in my back driveway and not the woods.

I stopped at Cherry Grove Automotive because

she advertised on the outside of her building

they were ASE Certified and i have found in

the past this usually means Quality service.
Mrs *** stated "We reiterated that the

module may not fully solve the issue." I have

this conversation on audio file showing this is

not a true statement. I told Mrs *** that i had not driven my truck in 3 to 6 months not several years as she stated in her response. I have this conversation on audio file as well showing again that her statement is not true.

I have the current registration for my truck. If you need a copy i can provide that for you. Please let me know if you need copies of my conversations with Cherry Grove Automotive and the current registration of my truck.

Final Business Response
I in no way was sarcastic to Mr. ********. When he called about the status of his truck I told him that I was waiting on BBB to resolve his complaint. I later called him back and told him that we would install the module at the agreed up price. This did, in fact, fix his truck and it was starting fine for two days before he picked it up and it started fine when he picked up his truck.

Industry Comparison| Chart

Auto Repair & Service, Towing-Automotive

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.