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:11/10/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In October of 2022, I took my 2006 **** ***** to Napa Autopro because the vehicle was running roughly. Manager, ******, told me the total cost of repairs would be $600.00. Having already spent hundreds of dollars at Napa Autopro in the recent past, I decided to have a 'cash for cars' pick up my vehicle as opposed to having the work done. ****** told me he'd give me the $600.00 cash for cars was going to pay me, and he'd keep my car in case I changed my mind. Less than a week later, I contacted ****** and told him I'll get the repairs and pay the $600.00. He told me the cost increased to $1000.00 because he ordered a part for the air bag light that stays on and he repaired the cracked windshield. He said I could make an *******. claim for the windshield. I informed ****** I wasn't going to be dishonest with *******. and that I already noted on my purchase and insurance papers the vehicle had a cracked windshield. I paid the $1000.00 to Napa Autopro. ****** told me he'd contact me when the air bag part arrives. In early 2023, I contacted ****** asking about the part. He informed me the part was discontinued. I asked for the $200.00 he told me the cost would be. He offered an oil change instead. I said I didn't need an oil change. ****** has since refused to refund the $200.00 via e-transfer, thus my complaint. In addition, in reviewing the Napa Autopro Invoice I attached to this B.B.B. complaint, items such as 'remove seat belt and replace necessary equipment, replace buckle or lap belt' was never discussed or performed whatsoever. Thank you.

  Business Response

  Date: 17/10/2023

   

       Hi sorry for the late reply as I was away from the office. I have been reading the complaint made by ****. I would like you to know that I have tried every possible way to make her happy and resolve this issue from this year but all of my attempts have gone in vain. I have called her, emailed her and left numerous messages but to no avail. In the meantime, all She has done is left me derogatory negative reviews on ****** and keep making false accusations. She has told her relative to also leave me a negative ****** review even though she has never been our customer and has not heard our side of the story. In this response I will be telling my side of the story and offer a solution at the end of this response.   

      When **** came to us first, she needed to have work done on the car as it had oil leaks and had misfires and some other issues. The cost was going to be more than a **** but we told her that we will do it for ****************************************************************************************************** the repair so she sold us the car for 600 dollars.
   We told her that she should check the market for price for the cars as it has increased substantially and may get a used car with more problems. At this point we were just trying to help her out and watch out for her. We could have fixed the car ourselves and would have sold it to someone else for more money but we were not interested in profit but to do something good for someone.   So, we gave the option to sell her the car back same amount if she was unable to find a car and wanted to fix her old car. next few days she came back to us and told us that she cant find a good car and decided to buy the car back for exact money she paid to us and we kept our promise and sold the car back to her. Then she told us to go ahead with the repair of **** dollars to fix the car.  At this point we wanted to do some thing good for her so we did the windshield and paid the labor from our side but charged her the parts. There was one part that we ordered for air bag which as agreed to put it on the car at later day as it was online order and was not available locally.
   It took few weeks the part to come in. one day **** calls me to tell me that the car does not run right so I told her to bring it here and let us check it out and install the part at the same time but she said she is not feeling well and does not want to come in and  complained about the windshield how she never said to go ahead and did not want the air bag to be fixed and wanted 400 dollars back. As we were in the middle of the conversation, she cut the phone off and I tried to call her back same time but she did not answer. For the past year I have been attempting to make contact with **** through phone or email but all she has done is communicated through the new negative ****** review each month. She has never sent me an email or message directly.

  
      I have exhausted every logical way of solving this issue. I feel that all she wants to do is make me look bad even though I am trying to be fair. I still am open to having a direct conversation and have no hard feelings toward ****. I know she is a good person and I understand she is angry with me. I am still wanting to put this issue to rest.  For what its worth we never intended to cheat or rip off **** we did what we thought best for that situation  and this issue would have been resolved  a time long ago if she had been in communication with me.
  
       My final offer is that I can write a company cheque for the 200 dollars that she is asking and mail it to her. She can provide me the updated address through to you or through my email of ***************************************************************************   I wish her the best and I hope that all the ****** reviews gets taken off upon receiving the payment and consider this matter closed forever.
  vas 

  Customer Answer

  Date: 25/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Napa Autopro is not being accountable or truthful. On a few occasions in the past, I have stated they have my email address and can e-transfer the amount owing to me. I do not want to engage in any more conversation with the business nor do I want to go into their location. My trust with them is no longer.

  
  ******* * *** *** **** * ****** **** * ******** ******* ** ********* *** *** ******* ** ** ********* ****** * ****** ******* ** *** **** ****** **** * **** ******* **** **** ********

  If the business truly wants to rectify their error, they know what needs to be done.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 25/10/2023

  Just to end this matter and closed forever i will e transfer 200 from my personal account as i do not have the option on my business account by next Monday. let me know if that works. 

  Customer Answer

  Date: 01/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The business provided an etransfer for money owing however the password doesn't work. I tried several times using the correct spelling of my name and the way the business spells my name. The etransfer was rejected by the bank and sent back to Napa Autopro because the password was ineffective.

  They can provide a clear password that works.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/11/2023

  Hi just sent another transfer and password is **********. thanks

  Customer Answer

  Date: 04/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your support in this matter.
  
  Sincerely,
  
  ***** *****