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:04/24/2025

  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 am writing to file a formal complaint against Pro's and Gear Mobile Auto Service and Repairs regarding their handling of my son's 1996 ***** Civic, which was left at their facility on April 19, 2025, for a diagnostic check. On April 19, 2025, I left my son's car at Pro's and Gear to have a diagnostic run, with an agreement to pay $140 for this service. ***, the representative from the company, assured us he would follow up the next day with the results. However, when I called *** on April 20, 2025, he did not answer, despite it being a Sunday and the company claiming to offer 24-hour mobile service. He later called my son that day and explained that he had to leave for an emergency trip to *********, which delayed any further updates. On April 21, 2025, I attempted to reach *** again, but once again, I was ignored. It wasnt until April 22, 2025, that *** called my son to explain that the cost to fix the car would be $800. I immediately called *** but was again ignored. When he finally returned my call on April 23, 2025, I expressed my desire to retrieve the car, and *** informed me that a storage fee would now be charged. This was incredibly frustrating, especially given that I had already paid for the diagnostic check, and there was no clear agreement about additional charges for storage. According to the law in ********** we weren't giving an invoice. *** attempted to justify the storage fee by citing California law, stating that they had the right to charge after three days, but I was told the shop was closed for the holidays and *** was out of town, which further delayed communication. However, no one attempted to reach out to us regarding the car's status. My son currently serves in the ********* and wasn't able to return on 4/23/25 by 5 p.m. to get his car due to his duty assignment. Furthermore, I was told that I would be charged an additional $400 storage fee if the car was not retrieved by 5 p.m. This was an unreasonable and unfair demand.

  Business Response

  Date: 04/29/2025

  
  

  The vehicle arrived on April 19, 2025, and was towed in due to oil loss. On April 20th, the customer's mother requested an update. The customer, ******, was informed of the diagnosis and provided with an estimate on April 21st. ****** stated his mother would contact the shop regarding the estimate that same day.

  The shop did not hear back until April 23rd, when the customer's mother stated the ********************** estimate was too high and requested to tow the vehicle. She was informed of an accrued storage fee. The customer's mother became disrespectful and aggressive, refusing to pay the storage for the period of April 19th to April 23rd, totaling $398. She was informed that payment on April 23rd would avoid an additional $87 storage fee for April 24th, bringing the total to $485.

  The customer's mother threatened to contact the Bureau of Automotive Repair, and was assured the shop was aware of relevant regulations. She also threatened shop staff with her brother. However, her uncle intervened, advising her to remain calm. The uncle then inquired if the shop would still perform the repairs. The shop declined due to the mother's threats and disrespectful behavior. The customer's mother was informed of the additional storage fee for April 24th if the vehicle was not picked up on April 23rd.

  The customer's uncle called the shop and stated he would pick up the vehicle on April 24th and pay the storage fee. He arrived on April 24th, paid the storage bill, and had the vehicle towed away.

  
  

  Customer Answer

  Date: 04/30/2025

  At no point were we informed about storage fees or that we would be charged daily for the car sitting idle, especially while the shop was not actively working on it or open for business (including being closed over Easter weekend). Despite the business advertising itself as a 24-hour service, we were charged for days they were closed. On April 22, 2025, after *** returned from vacation, he finally gave my son a price for the repair. I attempted to follow up by phone, but *** did not answer or return my calls until April 23. At that time, he informed me that the issue was the oil pan and quoted $800 to repair it. I told him that was too expensive and my son would be retrieving the car instead. Only then did *** mention storage fees, and he said he would call me back with the total amount owed. Later, *** and someone named ***** ******* called me and were extremely disrespectful. ***** insisted they could charge whatever they wanted due to California laws, which they claimed were different from *****. They continued increasing the total cost and stated they werent going to fix the vehicle and just wanted it removedwhile still adding daily charges. When I asked for the owner's name or another point of contact, they refused to provide one. At no point did I mention a brother being involved, but I did have my uncle, who drove from L.A., try to assist my son, who is currently serving in the ********* and was unable to leave base due to duty. It is deeply concerning that this business took advantage of a young Black male who is not from ********** and who was clearly in a vulnerable situation. They collected $140 for a diagnostic and an additional $485 in storage fees without transparency or proper documentation upfront. Their behavior was unprofessional, rude, and exploitative.
  
  

• Initial Complaint

  Date:08/01/2024

  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.

  Work was on July 30th through July 31.Called Pros & Gears Mobile Auto Service and Repair asked was told the estimate to be between 1300 - 1500 dollars for torque converter replacement, fluid replacement, trans filter. went the next day to pick up and ******* said id be ******* for stripped bolts & extra labor. Demanded payment, followed and harassed me. Had to pay $250 for lot fee that wasnt in policy or paperwork, also more paperwork was added with my signature that I didnt see sign or approve. the only thing i approved was the work going to be done. Wouldnt let me view truck or come on the lot before paying. when the truck got off the lot it still had the same issues & worse than before it went for repairs.they called the night before with threats. They told me I have a warranty but I dont trust this shop to work on my truck anymore.

  Business Response

  Date: 08/07/2024

  Customer came to shop with transmission shifting issues and loss of power with the transmission with his truck. Customer stated he didnt want a Diagnostic done on vechicle due to the fact that he had a Diagnostic done at another shop .Customer informed shop that he only wants the transmission twerk converter replaced because that's what the other shop informed that wasn't working properly. Customer was informed that thier were no ganrautees that replacing the twerk converter would fix the transmission shifting issues. The customer stated that he agreed with the fact that sense he didn't want to get a Diagnostic done with shop thier would be no ganrautes that replacing  the twerk converter would fix shifting issues and loss of power within the transmission.  The shop begin to take the transmission apart and replaced the twerk converter when it was discovered that the truck had metal
   shaving in the transmission fluid and also transmission fluid had a burnt smell to it.  The shop went on to replace the twerk converter also put in a brand new transmission filter ,oil and transmission filter and on the truck . The shop called customer informing him that vechicle is ready for pick up and that the transmission twerk converter was replaced along with the transmission oil, filter. The customer came to shop and started getting very hostile and begin to procrastinate on paying the bill. The customer didn't pay the bill and actually left shop without informing shop of when the vehicle will be not only picked up but also paid for . The following day shop received a call from the company the customer was  working for asking what was the situation with the truck . Informed the company that truck has been ready for over a day and that thier driver has decided to get very hostile
   and disrespectful.  The company said that they will be paying on the bill due on the truck . After talking to multiple people for a few hours the company Finally paid the bill and driver return back to shop and picked up truck. 

  Customer Answer

  Date: 08/13/2024

   I am rejecting this response because:
  Being told an estimate between ********* parts and labor this shop has overly scammed me. After getting the estimate of the job and asking where my truck is going to get fixed at. The persuaded me to leave my truck with them saying they have another shop down the road and that my truck will not get worked on dirt gravel with no shop bay. Leaving my truck with them the shop did not replace torque converter. After asking to see proof of torque converter being changed or the old one I was not allowed on the property anymore to view my truck before I paid. I was demanded payment knowing they did not do the services they said they would provide. They said the truck was ready they drove it around the block getting it up to 55mph and said the check engine was cleared. Next morning when the guy gave me the keys they all left knowing something was wrong. I havent even left their property when my truck would not move due to torque converter was not replaced also check engine light was still on. 

  Customer Answer

  Date: 08/23/2024

  After receiving invoice, I noticed a flat charge of $600 for torque converter, transmission fluid and filter. They refused to show me any receipt. I then noticed labor was 1300 when they told me itll be ********* parts and labor. At that time I knew I was being scammed. So I did not want to pay them before viewing my truck to see were the services provided. They then demanded payment before letting me in the gate. So I had no choice but to pay. After getting the truck check engine light was still on. Problem was still there. I then crawled up under to look At the new bolts they say they replaced  and spent extra time. There were no new bolts and none of the bolts that actually hold the transmission had been touched. Took it to the get the check engine light checked. Torque converter was still stuck off. They did not change the torque converter, the main cost of charge. This company charged me for 7.5hrs of nothing. They did not do the services they say they provided. I ended up stranded for a week spending $4,000 more to get back home. 

  Business Response

  Date: 08/26/2024

  Tell us why here...First thing is that you were very aggressive and made alot of threats to the staff. Also you lied about the money belonging to you when it was  actually your company money. Furthermore you didn't have the money to pay for the repair to the vechicle when is it was ready to be picked up. The company that you work for contacted our business saying that they will be taken care of the bill ***** you had the shop wait three days for the bill to be paid when u said that you had the money to fix the repair.  As for the repair outcome *** your company paid us for our services rendered not service outcome. Also *** you are trying to scam your company out of the money that they paid for your repair bill . Furthermore if thier was any mechanical issues after repair was done the company you worked for would have contacted the shop directly. Infact you told us that you were having issues we informed you to bring the vehicle back in you refused and said you were still driving to your  destination. Proving that the vehicle was still infact operational. At this point you are trying to scam us no refund will be issued. 

  Customer Answer

  Date: 08/29/2024

   I am rejecting this response because: this *** steady saying that the company paid for my repairs, which is true; but this *** doesnt understand that I work for this company. Meaning anything that was paid I have to pay back. They paid me in advance to fix my truck to get their load delivered. Why would they just pay for my truck to get fixed and me not pay it back ? That was my money that you ***s took. I hotshot hauling freight. Once a load is booked it have to get delivered. I continued to drive the truck because I clearly did not have a choice. Why would I bring the truck back if you already just scammed me ? After I looked at the invoice I knew I was being scammed the prices did not add up.  I have everything recorded I started getting hostile when your *** said we can settle this right now (meaning we can fight right now) and threaten to come my hotel room. I asked for the old parts that were repaired they said they did not have it due to core charge. Okay I understood that. I also asked for pictures of the transmission being dropped they could only provide pictures of the transmission pan. I then asked for a receipt of the purchase of the torque converter. Every parts store gives a receipt if they do not they will get your phone number in the system. This company started getting agitated that I knew what was going on. The next day they would not let me on there property to view my truck knowing that I would crawl up under it and notice. They then demanded payment and followed/harassed me. I will be attaching photos of the old torque converter still in my truck. I also have proof the transmission was not dropped. This company charged me 2411 for transmission fluid and filter change. Understood I will pay for the transmission fluid and filter. But no torque converter was installed and the transmission was not dropped. It did not take 7.5hrs for a transmission fluid and filter change. This company knew exactly what they were doing. All I ask for is a refund on the service they did not provide. Thats all I been asking for since they said my truck was ready. I was never hostile. It was all this *** and his workers. They were hostile about me knowing what they done did. Anybody can contact the company I work for they did not want to send the money because they knew also what they were doing. Also I dont think this *** understands he made me miss a load going back home for 4k due to him not repairing my truck. Then I end up staying up in ********** for another week before I made it home. I spent extra expenses on hotels, gas, and food. Finally found somebody to tow me back home. Then had to put my truck back in the repair shop to do they service they did not provide. All I ask for is a refund on the service this *** did not provide. 
  
  

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair 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.

  July 2 2024,Truck transmission needed a part. You gave your word the next morning it would be there and you would fix and be on our way. $800.Stayed two nights in hotel, waiting. Spent money waiting.Someone got heat stroke and went to hospital in your shop and couldnt work. So thats at your expense and time not ours. Sunday July 7, just wanted the truck back to be towed since you couldnt do what you promised. Then cost us $2,000??? To release! But why, no invoice no explanation ahead of time. I want our hard earned money back, how dare you thieves!And you did further damage ripping out wires. This phone number needs to be shut down, you sound helpful then rip people off and hurt them.I want my $2,000 back!

  Business Response

  Date: 07/09/2024

  Customers vechicle arrived to the shop for a transmission leak. Customers vechicle had the transmission *********************** at thier local mechanic shop . The customers vehicle has a significant leak coming from the transmission pan due to not having any silcon gasket maker on pan sealing the pan. the customer was informed of this issue and was recommended to replace the transmission pan also put brand new transmission fluid  in truck. The customer agreed to get the ********************** done at the shop . The customer was given an estimate on how much the repair would be if thier was not any unknown issues that *** come up.  After parts was purchased for truck and begin to out truck back together it was discovered that parts store sold the shop the wrong transmission pan for the truck. The shop went out and got the right transmission pan for the truck with took over 3 hours of traffic to get new pan in another
   city. The shop came back and resumed work on truck and started to begin to put the truck back together . The shop was just about finished with putting the truck back together when customers wife called shop and asked for an update. The customer wife was informed that truck is still being worked and is almost finished up . Customers wife informed shop to stop work on the truck as she doesn't want to wait anymore and will get truck towed out of shop.

  Customer Answer

  Date: 07/20/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,