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:03/04/2024

  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.

  The job was not completed as promised.

  Business Response

  Date: 03/07/2024

  Customer came in with many many codes in their ********* We scanned their car informed them that there's many many codes and instead of throwing parts at it we would need the vehicle ATLEAST a day to properly diagnose it as one code could relate to another code and ******** have many modules and sensors. Customer said ok and brought the vehicle back for us to diag further. After hours spent trying to diag the vehicle the customer would come in EVERY day at noon wanting an update would call at 2 then again at 4pm wanting updates every other hour. i informed the customer again ******** are a different breed of car they're not easy to diagnose electric and multiple issues that are happening at the same time. This happen to go on for the 3 days it was here as we kept getting closer to the issue it was more pressure and more pressure hourly from the customer. Finally we found an electric problem with the alternator. We found the alternator was charging when we checked it in park loaded and unloaded but when we put the vehicle into drive the voltage dropped to 12 when it should be around 14.4v. We called the customer informed them of the issue we found. Sadly being a little older of a ******** a quality brand part (which is all we use) was not available locally that it was a day out (also informed the customer of this) part was ordered Thursday and by Friday at noon customers were back again trying  to pick up their vehicle i informed them we still haven't received the part and we should have it in and hopefully installed by the end of the day and customer was back at 4pm demanding their car i informed the customer the part wasn't even fully installed yet and we still needed to check the system further before them taking it that there still may be other issues that this is what we needed to start with. Customer threw a fit saying we've had the car for 4 days now and it shouldn't take that long and they were not satisfied. i informed them i didn't get a chance to recheck but they insisted on taking their vehicle when it wasn't finished being diagnosed. I made a note on the customer receipt that there is no guarantee this will take care of everything due to them not letting us finish diagnosing the vehicle all the way. Customer was informed many times and signed the paper work knowing there was no guarantee this was all the issues with as many codes as there was. attached is the first receipt of the many codes second attachment is finally receipt showing no guarantee to fix everything that customer is very rushy. 

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21373627
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21373627
  
  I am rejecting this response because:

  I brought my vehicle in early on Tuesday morning. I was told the diagnostic test would take a couple hours. I came back at noon and was told I needed a new alternator and that I must have that replaced in order for them to continue to work on my car to clear up the numerous codes. I agreed to this.
  I stopped by every day at noon and called every day before they closed to check on progress. They installed the new alternator immediately but never did any additional work. On Friday I called before they closed for the weekend and was told to come get my car. I was told I was too pushy and I could take my car and just leave, they did not have time to complete the job. The original $30 diagnostics test which took a couple hours had now turned into not enough time to do another one after 3 days. When I agreed to a new alternator I never was advised it was anything other than new. I did not agree to refurbished. The price I was quoted was extremely high but because of an older model ******** I accepted the quote. When I picked up the car and saw that the work had not been finished I had no option except to sign and pay in order to get my car back. I did not sign my name, I wrote something else. I drove the car home and the next day I took the car for a test drive. I made it to ***************** and ******** before smoke/steam started pouring out of the hood. I thought the car was on fire. I was towed home and on Monday towed to another garage. Every fluid in my car was empty.
  A new diagnostic code was run and I was told the old codes had not been cleared after a refurbished alternator had been installed. This all was accomplished in less than 3 hours. The codes that had been displayed on my original invoice did not indicate a new alternator needed to be installed, that code was handwritten and highlighted. I do not know if I have any manufacturing warranty on the alternator and obviously I dont have any warranty from Charlies. I have stopped payment on my credit card. The people at Charlies had obvious problems with a ******** customer because I was told they would never have bought one in the first place. Before we left Charlies a service person came out and assured my husband the car was fine, there were no problems at all with the car. Im out $1000, have a refurbished alternator with no warranty, my car caught on fire and had to be towed because every single fluid in the car was empty and Im out towing and new charges for doing their unfinished work.

  Sincerely,
  
  *******************************

  Business Response

  Date: 03/13/2024

  I'm sorry, but you were not told it would take a couple hours. as you can see on your first receipt from 2-27-24 it says "many many codes will need the vehicle ATLEAST  a day to determine issue/issues with vehicle". So I'm sorry but that is just not true. Its true that you came back by at noon (you did everyday) but we did not tell you it need an alternator until Thursday when we found the issue (not Tuesday).We did not finish the alternator immediately we were barely finished with the alternator by 430pm on Friday when you demanded the vehicle back. i have proof of delivery of the alternator time if you need more proof. We also never called you Friday to say it was done you came by at 430 and demanded the car. I was not finished diagnosing the car when you demanded it i just finished installing the alternator and i was in the process of clearing the codes when you both came into the office yelling. Again i have cameras in my office if you need more proof of how you were acting and how it all went down. You then asked if it was all completely fixed and i said i have no clue as you guys didn't let me finish and your demanding your car back (all on video evidence if needed, word for word). About the alternator being a reman and not new. You drive a 2007 ********* where would i ever find a brand new alternator for a vehicle of that age? No one ANYWHERE offers a new alternator for that old of a vehicle. I did not tell you once whether it was new or reman i stated you need a new alternator (as in the one that's currently in the car is bad and you need a new one) not you're getting a brand new one. If that was a brand new one the price would've easily been tripled. Instead of using a cheap junk aftermarket alternator I went with a high quality Bosch part (the best available without waiting weeks to get). Yes, I saw how you signed your name "fu*k you" Clearly shows the type of person/ character you are, its very sad. Again I have every and I mean EVERYTHING on camera on how you acted that day and everything that was said if you would like to us to release those. I would love to see photos of your vehicle on fire and not a single fluid was drained from your vehicle we did an alternator that's it, barely had time to do that. you are clearly upset and making things up at this time and i refuse to go back and forth with you when i have video evidence of what went down. You had a 1 year warranty on the alternator and a warranty through Charlies before payment was stopped. We been in business for 70 years serving ****** beach and all of Pinellas county. I do work for at least 20 other garages in the area when they cant figure them out or don't have the time or equipment to fix them. I work on ******** and BMWs all the time most of our customers have them, we have no problems with them. Most customer understand foreign cars take some time. I even asked you, which is on camera video evidence, if you ever been to the dealer and you said it takes them 4 weeks, but you guys didn't even give me 1 week. We have problems with them when we are rushed and not given the proper time to diagnose and complete the repair. Had you left the vehicle with us until we finished with it and we called you there would've been no problems when we just finish bolting up the part and were being demanded to back it out without even taking it on a test drive there's obviously going to be somewhat of a risk. Which is why we didn't call you to tell you it was done as we still needed to test drive and make sure all was ok. I have a sign in the office that's been there for MONTHS "don't call us well call you". This is exactly why i have that sign. Another sign in our office "good work isn't cheap or fast, cheap work isn't fast or good, and fast work isn't good or cheap". I stand behind all of our work, always. Ill be happy to look at your vehicle again and make whatever issue you think we did right but the bill will have to be paid in full and the vehicle will have to be left for a couple days. If not I'm sorry for your bad experience here with us and for future reference patience is key. Hope you both have a great one. This will be my final response, if you want to bring it back we are here m-f 8-5pm. 

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21373627
  
  I am rejecting this response because: I am standing by my original comments. There are so many things written that are not true that this could go on forever. Bottom line is my car was on fire, I had it towed, all fluids empty, no warranty on refurbished alternator. I think Charlies motto of Dont call us we will call you tells us what we need to know. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/28/2023

  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.

  3/7/2022 we went to *******'s for a new battery. Then in October 2023 the car didn't start. AAA told us the battery was the wrong size.Went back *******'s on October 6h they gave me a new battery didn't even install it. Wrong battery, wrong size AGAIN. We are not experts we do not know any better.Now 12/28/2023 we are still having problems - per attached took to ****** AND ********** who advised us that they put the wrong size battery in. One guy said they'd replace it today but another lady called saying is $181.00 I am tired of paying for everyone elses mistake. Now we need to buy the PROPER battery.My wife is handicapped and I can't afford getting stuck. Gave them a chance to resolve today but the refused so we'd like a refund for the PROPER replacement battery. Bad business practice.

  Business Response

  Date: 12/28/2023

  WE TALKED WITH ***** AT CROWN ******************* THIS MORNING AROUND 11AM AND WAS TOLD SHE COULDNT TELL ME THE ***** SIZE BUT TOLD ME THE CCA FOR THE *** BATTERY IS 550CCA. WHICH IS EXACTLY WHAT THE 121 SERIES BATTERY IS. THE 35 SERIES AS YOU SEE IN THE ***** IS 640CCA. ALSO AS SEEN IN THE *****S ******* SHOWS FITS VEHICLE UNDER IT AND THE 35 SAYS MAY NOT ***********. ALSO AS SEEN IN THE ***** IS YOUR RECIEPT, THE ORIGINAL DATE OF PURCHASE WAS MARCH 7TH OF 2022. IF THIS WAS THE NEXT DAY WE COULD DO SOMETHING. I OFFERED THE 35 SERIES BATTERY AT WHOLESALE COST AND NO CHARGE OF LABOR, CUSTOMER DENIED. SORRY BATTERY WAS ORIGINALLY PURCHASED ALMOST 2 YEARS AGO A FREE SWAP IS NOT A OPTION, SO I INFORMED CUSTOMER I WOULD GIVE HIM THE BATTERY AT OUR COST AND NOT CHARGE INSTALLATION WHICH WAS NOT GOOD ENOUGH. WE TRIED TO HELP.