Complaints

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• Initial Complaint

  Date:12/18/2023

  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.

  I called them in October to fix a timing chain on a 2006 Ford F150, I talked to ***, and he said he could fix it* My wife ****** had the truck towed to the shop* They kept it until the end of November* *** called to say he test drove it with his family and it was driving fine and could be driven on the highway, the heat was working and there was a little noise* *** said if we paid cash, we would receive a discount* On November 26th, Imy wife ****** and her brother went in and paid $1,217.44 in cash to the receptionist, *** My wife saw ***, he did not say anything to her* She asked if she could speak to ***, the boss* ** said he's not the boss, She asked where is ***, ** pointed to him, he was sitting down, and would not look at her* Then as she was leaving he just glared at her. 

  They drove it home and the engine was loud. 

  When they got home, my wife read the receipt and it said: "Noises in engine, you can drive it till it quits, then replace the engine, bad timing chain and being out of time caused damage to the wristtin." It says they did an oil change, replaced the coolant and repaired the timing kit.  

  My daughter drove the truck twice within the next week, and it sounded terrible, like it was going to stop, and she would rev the engine to keep it going, and there was no heat* The truck was not this bad when we dropped it off.   

  We have not contacted them to say we are having issues, as my wife is afraid of them because of how *** treated her when she went in to pick it up. 

  The truck does not start at all now, doesn't even turn over* We bought a battery about 6 months ago, so that's not the issue. 

   

   

   

  Business Response

  Date: 01/09/2024

  Apologies for the late reply, our team has been investigating the issue* As the owner I pride myself on high-quality work and excellent customer service, the same is expected from my employees* I have not taken this complaint lightly and have had several conversations with the tech who completed the job and the outside transmission/engine tech that we hired to help with this vehicle along with my office staff* The truck was towed in as the customer said this vehicle was SELF-diagnosed, and we made the customer aware that replacing the timing chain may not resolve the issue* We had difficulties reaching the customer after the initial drop and were later told that the customer William was in the hospital facing an amputation* We made the customer aware after replacing the chain that there was still noise and that we had a few ideas that could help and if it didn't there would be no additional charge for those parts or labor* The customer agreed with this. We went on to replace lifters, injectors, and plugs on the noisy side of the engine this did not fix the issue and the customer was not charged this was an additional 5.4 hours of labor and $128.80 in parts in the hope of helping the customer from needing to replace the engine* The customer's final bill was also greatly decreased and was only charged 6.5 hours for a job that was booked at 10.   
  In addition to the repair complaint, I have several cameras located in the office area as well as throughout the entire building* After reviewing the footage, I do not believe the customer's wife or brother was treated poorly* There were two other customers in the office during the time they came, and *** was speaking to one of them the receptionist responded to his wife in a joking manner " he just thinks he's the boss": The footage does show that *** talked with the wife and explained that he had already talked with her husband* He was not inappropriate with the wife and talked with the customer waiting after them* There are several points of contact that could have been made before this complaint and talking to the OWNER should have been the first* We had told the customer we would help him with a good rate when he was ready to replace the engine We work hard and strive to be sympathetic with all our customers we know that car repairs are difficult and expensive and never want anyone to feel unwelcome at our garage. 
  If you have any further concerns or questions, please contact the owners ******* or **** at ###-###-####* We will not be issuing a refund and apologize for miscommunication or hurt feelings.