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:08/16/2023

  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.

  The date of transaction was for 7/5/2023 and paid $225.00 for rear brakes. Came back on 7/25/2023 due to new brakes making noise. Shop said that there was nothing wrong with my brakes but claims they changed them again. On the same day, I notice a huge scratch and dent on my right side passenger door. They took it to a body shop on 7/30/23 to get it fixed and came back with a mismatched color shade of black 3 days later. They said to give it a week until I wash it. Came back 8/10/23 and they said they would buff it out. Would only take 1 hour they said. Came back 8/15/23 and they said I had to leave it because its going to take a couple of hours. I was upset and said I wanted to get this done because I never want to come back. Ive paid so much for **** rides back and forth that I was going to stay and wait. They just said we tried to help you. I told them my brakes are still making noise and they just took the keys away and that was it. I am currently waiting for the Buff. My brakes will not be checked and they will hopefully be able to buff my door.

  Business Response

  Date: 08/24/2023

  All of our repair services are backed by a 3 year/36,000 mile nationwide warranty on parts and labor. The customer stated that there was noise coming from the ****** so we decided to replace it for her with brand new pads. The new brakes are still covered by the warranty. We did not damage the door but the customer insisted, so we agreed to help out and take care of the damages as long as she took care of her own transportation while the car is being fixed. We fully paid for the damages that she claims was done by us and have already replaced her brake twice, even though we do not hear any noise coming from her new brakes when we test drive it. If she is still having problems with the brakes we would be more than glad to look at it again and replace it again at no charge. We always want to do everything we can to help our customers in any way we can and that is what we have tried to do here. Thank you. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20478316
  
  I am rejecting this response because:
  
  ***** and I test drove the car the day of with no scratches on my passenger side door. **** claimed theres no video footage of my car being damaged due to my car being out of the cameras view, but it was parked directly infront of the shops parts store. ***** and **** said there was no noise and claim that they were changed twice. I went to another store (American tire depot) and said that it could be possible that they didnt do it right or there was no new changes to my brake pads since they dont feel stiff and they heard the noise. I do not feel comfortable going back to this location due to how they treated me at the end and that they still didnt fix my brakes. Just my car door that I didnt go to them for originally. I just want my money back and go with a shop that makes me feel comfortable and provide the actual service my car deserves. 
  
  *******************************************************

  Business Response

  Date: 08/24/2023

  We have already fixed the damage to the door out of courtesy to the customer so we are not sure what else needs to be said about that. We have replaced the front brake pads twice, once was paid for and the second time that it was replaced, it was under the warranty and there was no charge for it. We have all records of this in our computer system and will be more than glad to provide it. Also if there is any other issues with the brakes, it is still under warranty and we would be more than glad to help. Thank you. 

• Initial Complaint

  Date:12/24/2022

  Type:Order 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 took my car in for services they recommend. After receiving my vehicle, it started to make noise when turning wheel. My vehicle did not have any of these issues before. I took car back and told them the issue. They kept car for three days to only return car with same issues. I had my struts and shocks replaced and now my vehicle is making all kinds of noise when I turn. My vehicle was fine before their recommendations. They pretty much ruin my vehicle and now I have to fix issues they created. I would think that after taking car back a second time they would fix issues that my car did not have before they put their hands on it. I tried to resolve issue with them and take car back. Well that did not work and they did not fix my car. I kept hearing different reasons why car was making noise.
  I refuse to start going back and forth with them after they had the chance to make things right.

  Business Response

  Date: 01/23/2023

  Business Response /* (1000, 5, 2023/01/12) */
  Contact Name and Title: ***** - Manager
  Contact Phone: XXXXXXXXXX
  Contact Email: **********************
  Once we saw the customer review on ****** and found out that he is unhappy with the services we provided, I reached out right away to resolve his issues. I called on 12/26,12/27,12/28,12/30 and 1/3, I left multiple messages explaining my position as the manager and that I wanted to help him resolve any issues that he might have and never received a call back. This is very important to us and we want to make sure everything is resolved and taken care of. Thank you. Please contact us so we can resolve this for you. Thank you.
  
  
  Consumer Response /* (3000, 7, 2023/01/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The more I drove the car the worse it got. This shop has really gone down in quality. If they are not taking about some kind of refund, I want absolutely nothing to do with them. I'm beyond upset. I paid over two grand to have my car ruin. Now I'm stuck dealing with the **** dealer to fix everything they ruin. Not to mention most of the work they screwed up was simple maintenance. I know I probably won't get a refund and I would just have to take a lose. But I definitely want to file my complaint. There is absolutely no need for me to have to be going through all this hassle.
  
  
  Business Response /* (4000, 9, 2023/01/20) */
  We completely understand your frustration but We are here to help and will be more than glad to resolve any problems to your complete satisfaction but the car has never been brought back to us so we can take a look and see what the problem might be. It is very hard to know what we did wrong if the vehicle is not brought back to us. We have been trying to reach you multiple times by phone and email but have not been successful.We are willing to provide you with a rent car and make the whole process as easy as possible but the first step will be, to bring the car in so we can check it for you. We can also talk to you about a refund, after we check your vehicle and discover the problem. Thank you and we look forward to hearing from you soon.
  
  
  Consumer Response /* (4200, 11, 2023/01/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The vehicle was brought back to you. This would be the 3rd time I would have to bring car back. Why do I have to go through this hassle. When I brought it back I was given different reasons of what the problem was. First I was told that it was my axel. Which I knew it could not be possible since I just had car looked at at ****. Second I was told that something came lose. I was never given an honest answer so therefore I do not trust your shop. I was lied to already. You have absolutely zero credibility. So far your shop has been unprofessional and dishonest. Your shop should have gotten it right the first time I brought car back. I'm not gonna be lied to again and now be told some other bogus excuses. You said you can't tell whats wrong with vehicle well your mechanics looked at it already,supposedly fixed it and sent me on my way. You already had a chance and your shop did absolutely nothing.