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Northeast California

BBB Accredited Business since

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that The Black Forest meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for The Black Forest include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on The Black Forest
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: July 15, 1994 Business started: 11/23/1981 Business started locally: 11/23/1981 Business incorporated: 11/23/1981 in CA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

CA Bureau of Auto Repair- BAR
10949 North Mather Blvd, Rancho Cordova CA 95670
http://www.bar.ca.gov/
Phone Number: (800) 952-5210

Type of Entity

Corporation

Business Management
Mrs. Sherry Gilbert, Owner Mr. Paul Gilbert, Owner
Contact Information
Principal: Mrs. Sherry Gilbert, Owner
Business Category

Auto Repair & Service Auto Repairing - Foreign

Alternate Business Names
Black Forest, The
Industry Tips
Auto Repair - Road Signs of Good Business

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Complaint Detail(s)

8/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: False repair report, they wanted to make unnecessary expensive repairs. Returned car and withheld parts. My V W TDI Gulf died while traveling from the bay area to Nevada City for a conference. To make a long story short my car ended up in their shop. they told me I needed a new turbo charger even though it had been changed out 5 years prior. A $3000.00 repair! Wanting a second opinion and needing that kind of extended work done by a shop closer to home I towed my car back to the bay area. My shop in town checked it out very thoroughly with computer and test driving and found no problem(?) Afterwards talked with Black Forest because they forgot to return my car in proper order and left the internal engine cover in their shop. Claimed they had the correct diagnoses and declared I would have problems on any long trip. A week after I went from the bay area to LA (Round trip) with no problems. After 3 calls asking them to return the engine cover it arrived with out the bolt (special order). WARNING This shop is out to take you BE CARE FULL these are professional rip off artists and will make up any story to charge you money for unnecessary repairs with very SLOPPY work .

Desired Settlement: Please refund diagnosis estimate and return bolts necessary to secure engine cover.

Business Response: Business' Initial Response
Contact Name and Title: ****** ******* / Owner Contact Phone: XXX-XXX-XXXX Contact Email: ******@blk4est.net First let me say that this person never came into our shop. Let's go ahead and make a long story long. I find that a long story short usually does not tell the whole story. This vehicle was originally towed to another shop. The problem stated to them was that while driving and changing gears a big black puff of smoke came from exhaust and engine died. Engine would crank but would not start. Their tech found oil pressure light on and the oil 2 1/2 quarts low and topped off engine oil. Tech then cranked vehicle for a long period, finally resulting in the starting but running on only 2-3 cylinders. After revving engine to bleeding of air from system the car ran smoothly. While test driving, the car went to full throttle with no pedal input and noted black smoke cloud from exhaust and engine stalled again. That shop diagnosed a failed fuel injection pump. (This would have been approximately a $1,450. Job) The customer declined repairs and had the car towed to our shop. We talked to the tech at the other shop and he explained that when he test drove the car that it not only had excessive smoke but it also accelerated on its own and he did not feel safe test driving it any further. We talked to customer and she reported that even though she is running bio diesel. She had not had any smoking problems up to this point and that she had just checked the oil before making trip and it was at full mark. She also noted that it had plenty of power until it died, and was hard to start like it was flooded, also noted that the check engine light had been on. We ran the engine and found it was very hard to start and at first it ran very rough until it cleared out and then ran fine but still had excessive smoking. After pulling faults we found only faults for EGR and Glow Plugs, neither explain the problem at hand. We checked the injection pump timing values and found to be within range. We consulted with a technical support group. The conclusion, after discussing and inspecting the charged air and intake system for oil contamination, was that we have a similar case that has been experienced by several others. They have seen intermittent failing of turbo seals will cause the intake system to pull oil through using it for a secondary fuel source, i.e.: accelerates on its own and using excessive amounts of oil from the crank case, exhibited by 2 1/2 quarts low on oil in less than 200 miles with no sign of leakage. We recommended replacement of the turbo with a new unit; customer said that it had been replaced 50,000 miles ago with a used unit. She could not afford to replace with new unit. She stated that she would like to find an aftermarket part. We told her that if she found a quality rebuilt part we would install it for her at a cost of $1,300, which included cleaning the intake system replacing the EGR valve and installing her turbo. We left the car apart while waiting for her decision. While the customer was searching for her own parts she asked us to disassemble some of the components around the area related to the turbo in order to access numbers that were stamped on the turbo even though we gave her a factory part number for the turbo. After a couple of weeks she let us know that she was having it towed out. We immediately began putting it back together and got it done as the tow truck arrived a few hours later. The original cost of this job was 2,600. Not 3,000. The nature of this issue, as advised, is intermittent and symptoms may return, usually without warning. We will of course never know if or when that happens, nor will the complaint systems to which she is reporting. We stand behind our diagnosis and after spending no less than 5 hours on her vehicle cannot justify retuning her 1 hour labor charge that she originally authorized. We have apologized for not replacing the engine cover in our haste to get car back together before pick up. We did send it to her and certainly did not "withhold her parts". We have sent her the 3 "special order" ($1.00ea.) bolts (2 of which were missing when car arrived) needed to reinstall the cover.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved