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:11/14/2023

  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.

  I made an appointment to have my transmission fluid flushed and spark plugs replaced. When I I arrived today, I explained that I also wanted the ignition coils replaced. I wanted ****** parts. I was asked to sign an estimate that showed all $0s. I had no idea how much the repairs would cost. They ordered the parts, added a 25% mark up on the ****** parts and completed the work without ever telling me how much anything would cost or the opportunity to decline service. 5 hours later I was told I needed to pay $1060.37 because the work was done. I said that was a lot more than I expected. ****** said, well you said you wanted OE parts. I thought you knew what you wanted. I paid the bill because I needed my car. I would like reimbursement of this bill. If I had known how much they would charge me, I would have taken it to the dealership and paid less.

  Business Response

  Date: 11/27/2023

                            Good morning,
  
          I received a letter on November 20th code 20869672-31F09. This letter states that the customer wanted a full refund for services rendered. Customers name is *************************.  I Immediately called ***** as she has been here before, and I wanted to know what the issue was, and if i could fix it. I spoke with ***** on the 21st and we quickly agreed, to ensure there was no escalation of this, I would give her a $300 credit and/or refund for $300. I am not out of line on my pricing,but I do understand we should have had her sign a written estimate. I would like it to be known that the customer came in asking for exactly what she got.There's no discrepancy on that. The only discrepancy is she thinks we charged her too much money for the parts. ***** stated that she would have bought the parts and brought them in if she knew we were going to put a 25% ****up on our wholesale cost. It is our policy to not install customer supplied parts which would have ended this before it started.  My team did not get the correct documentation signed and all agreements were verbal, as she was sitting in my office for five hours as the repairs were done. ***** was pleased with how I handled the situation, after the fact, with her complaint. She stated she was impressed on how I was handling other customers as she waited for her vehicle to be done. We have an impeccable reputation in town. I asked her why she did not come to me before going to the BBB, and her response was, she had talked to my secretary,and tech. They told her we take our wholesale parts cost which is roughly 25%, and **** it up 25% which is well within normal practice. She was nice enough and we talked for a little while as she is in the automotive claim industry. She knows The Process. I asked her to please bring the credit card by, or i would give her cash to make her whole. I then texted her on the 22nd asking if she could come by and she said she was out of town. I believe this has come to an amicable solution between her and I however if it escalates, I would be more than happy to send any documentation and or CCTV of interactions to your office.I would appreciate it if somebody would let me know where we stand on this as our reputation is paramount. We strive for customers to understand what they are spending their money on and making them have the best experience possible. The automotive repair industry has some bad apples, but I can assure you we are not one of them. ***** told me she would take down the complaint upon payment which I was completely OK with. She also stated she wanted to continue to do business with us. I advised her i have no issues with that assuming this gets resolved.I think the biggest issue is this is happened over Thanksgiving, and she may be out of town again etc. I will be putting another phone call into her when I'm done writing this. I wanted to make sure I responded to this within the allotted time frame as to not be penalized for any reason. Thank you for your time. 
  
  

  Customer Answer

  Date: 11/28/2023

   
  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.
  
  Sincerely,
  
  *************************