Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went to this shop as it was recommended by a family friend and we were new to the area. My car was overheating and they said that it was multiple different things that they replaced AND CHARGED me for, and each time my check engine light would come back on a day later, before landing on my thermostat being the issue. The next time my check engine light came on again the mechanics at the auto repair shop that I work at looked at it and noticed that there were 4 holes drilled into the part itself, which of course is not normal. Now that it is cold out, my car was unable to reach the temperature it was supposed to, so now there was a completely new problem because the mechanic at Webbs auto cut corners when they couldnt figure out a solution. When this was brought to their attention they blamed it on the dealer, but that means that they still proceeded to put a faulty part in my car and charge me $1800, and I now have a $500 ticket at my current shop that replaced the faulty part that they put in. After multiple phone calls with Webbs auto they have refused to take any accountability, they have refused to pay or refund any of the thousands of dollars spent, and are now refusing to speak with us about it. She has also out right refused to send the parts dealers information to the current shop were going to so were unable to get a refund from them too. They have shown a blatant lack of interest in costumer safety and satisfaction. Thats over ***** out of our pockets during the holiday season for absolutely no reason. When we first called to address the issue ***** seemed as if she was going to help us and asked us to text the invoice and pictures of the part to her and then later asked us to mail them to her so that they could get a refund from the dealer (which of course never actually happened). I will be attaching those photos to this.

  

  Business Response

  Date: 12/05/2024

  Customer came in with complaint of overheating. Vehicle did have several issues and we only repaired what he authorized, which was replacement of the thermostat. The vehicle came back one time after this with a different code & issue. We replaced the temperature sending unit and did not charge customer labor. Customer seemed happy when the car was picked up. The customer called 6 months later from another state saying his car was broken and we needed to pay his bill or he was calling an attorney. I spoke to the customer and explained we needed to see the car to be able to determine the issue and we were happy to do so, if he would like to bring it in. The customer stated he was out of state and could not bring it in. He suggested the thermostat was defective. I asked the customer to send us the thermostat to inspect with the dealership since he couldn't bring the car back to us. The customer sent us the thermostat. I inspected it with the dealer and determined that the part had been tampered with after it had left our shop. Since the part had shown signs of being tampered with, it voided our 1 year warranty. I phoned the customer several times and left messages with no return phone call. 

  Two weeks later someone from a repair facility called wanting payment for a bill at their shop for this customer. The customer instructed them to send the bill to us. The part was tampered with after it left our shop, the customer was non-communicative until he demanded we pay another shop's bill. We stand by our original determination.

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution. 

  I cant begin to count the amount of lies that Webbs Auto Center continues to throw at me, they have not once tried to reach out to me after I sent them the part, the owner did not respond to any of my texts and never said a thing back to me once the part was delivered to her, there is no way they can say the part was ******** with unless they are the ones who ******** with it. They installed the thermostat and no one else worked or touched my vehicle until I was home back in ***********. I got in my car one cold morning and the entire drive to work (30 minutes) my temperature gage never moved, I thought it could be an electrical issue and didnt think much off it. The next day the same thing happened so I had a service technician look at my car and in front of me pulled out the thermostat with the holes in it and thats how we determined the part was broken when they installed it. It has been nonstop lies from them trying to cover up their mistake. I cant believe that someone is running this business like this, I wonder how many other people they have treated like this and not accepted their faults.

   Regards,

  
  **** *****