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:07/28/2023

  Type:Sales and Advertising 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 bought our truck in 2016 and started bringing it to ***************** at Next Generation Automotive. Almost immediately we started having issue after issue with the truck. Parts falling off, truck overheating repeatedly, the truck was in the shop very often. **** convinced us the problem is the head and it would need a new head gasket and motor work in January of 2022. After paying ******* on 1/20/22 to have the head machined and the gasket etc replaced (as charged) we found the problem persisted. We brought it back to **** a few more times where he blamed the thermostat over and over. After catching **** scamming my insurance company (by charging them for things that were never done, which I have since reported the fraud to Allstate) we figured we better look into what he's done with the truck. We saved up to take the truck to another auto shop, ************* in **********. I gave the CARFAX and the service records to the new shop and after their own ******* in repairs they indicated they thought it was the head. Although they had the info from us stating it had been done, they insisted it was the only option left. I said impossible, it was done about 10k miles ago. However, after knowing **** has stolen from me before we asked them to tear the motor apart. The motor is cracked through and has never seen a machine shop. The gasket is stock and the block was rusted together. The damage to the motor is extensive and beyond repair. The block is cracked through in several spots, there is a visible lip and ridge where the cylinders were never machined and it has never been resurfaced. The experts involved are 100 percent confident the services I have paid for have never happened and as a direct result the truck motor is irreparable. ***** is the tentative cost to repair the damage ONLY to the motor that Next Generation Automotive / ***************** has caused.

  Business Response

  Date: 08/05/2023

  This is a matter in which one shop is making false claims about another shop's work and I will prove it. ************ has been misled by the owner of a competitor. The competitor has told ************ that we did not send the head out to a machine shop and have it inspected and resurfaced. This is a false statement and I am providing the receipt and the credit card slip that shows payment for the services on Mrs ***** truck. At Next Generation we do repairs the correct way 100% of the time. We know that anytime a cylinder head is removed it must be sent out to a machine shop for inspection to look for cracks, leaking valves, and resurfacing. We have NEVER put a head back on any vehicle without this process. The photos that ************ has provided (attached to her complaint) show nothing. All it shows is a head off a vehicle and an engine block. This shows no details whatsoever. You cannot visually see cracks. Cracks are almost never seen until the head is thoroughly cleaned and inspected. They are very small and hard to see with the naked eye unless a trained eye is looking for them. This truck came back once for overheating right after we did the head gasket and we found the brand new factory (OEM) thermostat that we installed was sticking. We replaced it with another brand new factory (OEM) thermostat, tested the system and everything tested great. Since then the vehicle has been driven for 10k miles (Mrs ***** own words) without issues. 10k miles later it is overheating again and the vehicle is taken to a competitor in which they claim we did not do the previous work properly, only after charging ************ $3162.34 (her words). I do not know what they did for $3162.34 but it obviously did not fix the issue so it was a guess at Mrs ***** expense. Now they need to actually diagnose the issue and explain why they charged her $3162.34 and the problem was not resolved. You cannot "Guess" in this industry and we know that.