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Complaint Details
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Initial Complaint
09/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My car entered this shop on August 23, 2022 at 9am. The next day I had an estimate of $6k-$6800k to do the repair. I told them I needed the car with a pretty quick turn around as we were going on a trip September *****th. ***** said they would try very hard to get it to me by the 9th of September.I follow up to see how progress is going on August 26th as a check in. ***** told me that they would begin breaking down my engine on Monday August 29th.I call September 2nd. Apparently they had done nothing that entire week. ***** presented a plan where the Engine would be broken down on the 5th, put into a shop that grinds down heads on the 6th, and on 7th and 8th other various work would be done to try to get me that vehicle by the 9th before our trip.On September 8th I called to ask did he still think 9th was possible. ***** told me No. I asked where they were on the vehicle and ***** tells me they had broken down the engine a little. So at this juncture they've had my vehicle two weeks and two days with very little done to it. They knew I was going on vacation and would work to finish the job.The following week I called mid-week and he seemed surprised to hear from me. Asked me if I wasn't on vacation. Stated yes but wanted to see how the car was progressing. He told me they basically has sorta put it aside as I was on vacation but they would get this car to the head shop as quickly as possible. They were having issues with the head shop because of lack of employees at that place. Now they had earlier told me my car would be in the head shop on the 6th. I got no update from them the entire week of September 26th got home 12 days later due to an illness. I got no update from them the entire week of September 26th. Call early September 29th. Phone rings and rings. Husband calls from different phone number and gets immediate answer. Car still needs heads done and valves coming in now. My car is being help hostage to the same head story over and over.
Business response
10/31/2022
************************* needed a engine reseal and she authorized Best Auto to do the repair. ***** told ****** that we would try to have the vehicle finished before she went on vacation however due to a part shortage across ***************** we could not get all the parts and gaskets that were needed to finish the reseal. Best Auto does not start the tear down of the engine until we have the parts as dirt and debris can contaminate parts that are exposed. When Best Auto sent the heads to the machine shop they are a sub contractor and took longer to get the machined parts back. When Best Auto got the parts back we put the car back together in the time that was allotted for the job so the engine was put together correctly and safely for the customer. Since the pandemic everyone is struggling to find employees and during this time we only have one service writer to answer four phone lines, check in and out all customers and write all service. Since it is impossible for one person to do all of this sometimes the phones do go to voice mail and they have to be called back. *************************** has her 2012 ****** Legacy in her possession and she has been back to Best Auto multiple times since for routine maintenance.Customer response
11/07/2022
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. (Although I have not been there for routine maintenance but rather some issues that developed when the vehicle was first returned.) I am happy to finally have my vehicle back from their shop so I am fine with their response.
Sincerely,
*************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.