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:03/03/2023

  Type:Product 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.

  Well I took my truck Ford F150 2005 to Royal Auto Repair in middle of January 2023 until Feb 17th 2023 to do a lot of work skipping in truck, AC check-up, tune-up windows repair front-end aline but it turned out to be one thing to another when they could'nt fix-it saying it's this no it's that but still not repaired but taking my MONEY! almost $3.000 and when i got fed-up and wanted my money back they called the police and the cops said they could'nt make them or tell them to give me my money back go to court.

  Business Response

  Date: 03/03/2023

  Hi there…..

  Royal auto repair has been in service for almost 10 years with no major complaints….till this past month when Mr ****** showed up with his truck. He came with his  truck issues and how to proceed as he said he took it somewhere but God knows what was done to it. My mechanic **** ran a computer test that gave him so may  errors. **** explained each error and their fix. Mr ****** pushed him to fix everything! Mainly the misfire . He complained about the window not working and the AC. I explained to him this may take at least a day or two. Mr ****** would not leave the site watching them working and put pressure to have his truck done within hours!!!! My mechanic managed to change spark plugs, ignition coils, oxygen sensors upwards and downwards. The next day he showed up happy about work and asked to fix his AC and windows he even gave generous tip to my mechanics….I told him that he may have computer issue because my mechanic bypassed the computer unit and everything worked fine. Mr ****** returned complaining about the shaking of the engine this time my brother looked at the truck and found out that  2 valve covesrs need to be replaced as this issue is common on all this type to truck…..we were willing to help and get things done by hiring a special mechanic for Ford. I called the Ford dealer in colonial drive to see if Mr ****** can take it for diagnostic and to my surprise the lady in service when she asked for the year n model her answer was we dont service this model as outdated and has so many issues!!!!! At this point it became harassement for the customer. He told my friend he would set fire on the shop if we could not fix it or not give the money back….later on he threatened to blow me and all my mechanics. But last Friday he approached my brother in front of other customers if we could not fix nor give the money back he would come back and remind us of Pine hills shooting. He left us with no choice but to take his threat seriously and we call the cops.

  I have cameras with voice and i have witnessed showing his threat. He also asked my mechanic to give him his tip back!!!!! Note that he did not spend 3000 with us and on the contrary he still owe money for parts and labor for valve cover, replaced interior computer unit, and fuel injectors.

  we are seeking legal route for threat to shoot us and collect our money….. 

  Business Response

  Date: 04/06/2023

  Mr ****** still owes money he did not pay royal auto repair. The first dealership did not want to even diagnose the truck saying it is an old model …. We did what Mr ****** asked us to do. Unfortunately he rushed and pressured my mechanics to do the job… last week we fixed 1988 ford F250 and the customer is so happy. He left the truck with us for 2 weeks till we managed to fix it !!!! I am willing to look at Mr ****** truck with one condition leave it n don’t show up or contact us till we deplete all options. I lost my mechanic **** because he felt threatened by Mr ****** in several occasions. His wife was killed by a gun and Mr ****** threatened all of us by reminding us of Pine Hills shooting if he did not get his money and that is why we called the police. Again that is our proposition. If he accepts it fine otherwise nothing else to add

  Customer Answer

  Date: 04/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was told by the authority not to come on property  so i will not bottom line they did not repair my truck for what i took it there for and if old them money they would not have let me take the truck. **** was leaving anyway because he told me he didn't like how they operate. Give me some of my money back....
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/17/2022

  Type:Product 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.

  on May 26 i hire a tow truck to delivered my nissan quest 2004bat royal repair,on May 31 Lugo a mechanic gave me a list of the things that need it to be change and the total was $2,245.00 1.Front and rear pads and rotors $610.00. only one front and one back was done. 2 oil change done 3.Alternator replacement that i supplied $285.00. done and over charged me 4. Rear wheel bearrings $390.00 only changed 1. 5.Valve cover gasket not changed $150. 6.Thermostad housing not changed,$170. 7.Swey bars. $110.00 still has the old ones not replaced and not connected.
  8.Tie rods 370.00 not changed 9. alligment $80.00 not done. June 4th 2022 gave him $400 June 7 $900. and June 21 $945. when i gave him the last payment he said he was going to P.R on vacation which he never mentioned ..July 12 i picked my truck NIssan quest 2004 and he gave me boxes of the parts that he said he replaced ended up opening them and all the parts are brand new,never changed them..i tried to contact him and told me they where to bussy.i send him messages because the tuck is unoperable,is dead to please help me,and ignored my calls,send him a video of the swey bars hanging never answer me back.for me to be able to pay i had to ask for help to pay my rent to Christian services and be without,but now i lost my job 2 days ago because of my transportation ...we get out at 1;30 am. at Benihana ..and iam devastated,lost my transportation and my job..i need help,im loosing my hair,and this people are just ignoring me,i have my receipts, and the brand new parts,they cancelled my insurance and about to cancel my Drivers lic. my number is*************. thank you can you please send me a fax number or email in which i could send you my proof of payment im having trouble uploading old computer..
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/20) */
  --------- Forwarded message ---------
  From: Royal Auto Repair If
  Date: Wed, Oct 19, 2022 at 9:48 AM
  Subject: Re: BBB Complaint Case#*******************************************
  To: Better Business Bureau********************
  
  
  First of all, thank you for bringing this matter to my attention. Second, this complaint is baseless for the following:
  we never met this lady! She happened to be*****'s neighbor and he was the one who dealt with her, he diagnosed the car and quoted her. The van was at the shop for two months cause she paid every two weeks.
  all the parts on the estimate were replaced and kept to be shown to her. we will send you the invoices for all parts. Before she picked up the car,***** showed her the old parts and mentioned the warranty policy of each parts.
  had she had an issue about what was done or not done as she claimed, she was supposed to bring to lugo s attention . instead, she took it as she claimed to another mechanic...... for that she forfeited any warranty as we dont know what the other mechanic did to her car..... find attached the parts bought from autozone and we can easily identified these parts replaced already in her car
  for any other questions, feel free to contact me
  Best regards....Azdean
  
  
  Consumer Response /* (3000, 7, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Lugo told me bring the truck to my job,my boss needs a deposit so we could start working on it because it was to much money,when I gave***** the last payment that he told me that was going on vacation that the mechanics was gonna finish the job,I called the owner he told me to give him till that monday,Monday, I called he told me ," we are to bussy ,Lugo is gonna finish the job when he comes back,I spoke several times with the owner,and that iam his neighbor true,True, that's why I trusted him,no work has been done ro my truck,is dead for over a month I call a neighbor to help me identify what could be wrong and he pointed out that the parts was never changed when we opened what we thought is the old parts...God all the parts,brand new!!!! Please help me,they're lying I have the proof and is the truck itself and the new parts plus I send them a video of the swey bar that he never changed and they're disconnected, they robbed me I lost my job and about to loose my place..I can't sleep 407 698 0270 is my number I'm having trouble uploading my proof if you could call me so I could send it to you ..I have the pictures of the new parts that he gave me making it seem like he did,I took 2 months because they where taking to long,and told me that there where only 2 mechanics including***** and they where extremely bussy...the owner is lying when I went to pick up the truck the owner gave me the key of my truck and I mentioned that I had lost my job,he told me he had a friend in international dr that owns a restaurant that he could talk to her,but I had an interview with my current employer but I no longer work there due to my transportation...im single and alone and they took advantage,one of the reasons I paid 2,245 is because was supposed to be done in a shop professionally plus he over charged me on top of everything..no one has work on my truck ,I don't have money for no one to work on it,Lugo was upset that they didn't work on the truck when he went on vacation and told me " I know how you sacrificed to pay, but I'm gonna fix it" they kept the truck a month after the last payment and had it for a month and a week before the last payment, I payed before a the job was completed...please help me...
  
  
  Business Response /* (4000, 13, 2022/10/25) */
  --------- Forwarded message ---------
  From: Royal Auto Repair If
  Date: Mon, Oct 24, 2022 at 2:09 PM
  Subject: Re: BBB Complaint Case# ********************************************
  To: **********************************
  
  I stand with what I sent as we have nothing to add...
  
  Azeddine
  
  
  Consumer Response /* (4200, 15, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I lost my job,I had to give my studio up,my truck is been park for almost 6 weeks...
  I'm just in shock that this happened to me...
  I remember when***** went on vacation that I called Mr.Azzeddine ( owner)and he told me pick up on Friday,Friday came "call me tuesday" Tuesday came " we're to bussy,***** will finish when he comes back from vaca" saw***** in front of his studio and told me how upset he was that he had to come back to finish a job that they could have done....Lugo saw and took an opportunity to go on vacation with my money...he at no point mentioned vacation only when I gave him my last payment of 945.00and and that was 3 or 4 days before leaving to Puerto Rico,I called***** about finishing the job,he told me they where to bussy...
  I'm trying to get my phone screen fixed to pulled the text messages and calls that I had between the owner and***** ...and will like to know if I can report them for false statement ...
  About warranty? What warranty if the parts wasn't replaced,No one has put a hand on my truck that's why IT DOESNT WORK!!! I'm just praying for justice because they robbed me plain and simple