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:01/08/2024

  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.

  This Is Going To Be My Third Trip Going To This Business For The Same Issue With My Car. And Every Time, They Claim That, The Problem Is Fixed, and Turns Out That It Is Still *** Resolved. I Believe, Now I Know For Certain That They Are a Bunch Of Scam Artists, Or They Are Taking Advantage Of Poor, Vulnerable People( Women) Who May *** Know Much About Cars. Either Way It Should Be Criminal.

  Business Response

  Date: 01/10/2024

  The customer wrote this complaint before finding out what was actually wrong with her vehicle.  Her vehicle was towed in on Saturday 6 January, which is the same day she made the complaint.  We are not open on the weekends and did not look at the vehicle until Monday 8 January.  She complained that her vehicle was overheating, and she took it to a mechanic before bringing it in and they told her there was a coolant leak and that is why her vehicle overheated.  She assumed since it was leaking coolant it was something we fixed previously.  We did previously fix a coolant leak on her vehicle.  On Monday 8 January we pulled the vehicle in and she was here when we did that.  We did find coolant on the right driver side of the engine compartment, but the technician also found that the serpentine belt had snapped.  The belt tensioner failed which caused it to come in contact with the water pump pully, which in turn caused the belt to snap.  Since the belt had snapped, the water pump was not able to spin and cool the engine down, which caused the overheating.  We showed her the snapped belt and the belt tensioner not moving properly.  We also showed her the part on the vehicle that we replaced and that it was not leaking.  This customer also stated that the belt looked like it was cut and it was not like that on Saturday when she took it to the first mechanic.  We told her that there was no way we could cut the belt because she watched us bring the vehicle into the bay, there was rubber on the bottom side of her vehicle which was caused from the rubber belt, and the 6 groove belt no longer had 6 grooves but 2.  We also noticed that her battery light was on and she stated that it was on when she took it to the other mechanic.  This is another way that we know that her belt was not functional when she took it to the other mechanic because the battery light was on due to the generator not engaging because the serpentine belt was bad.  We told customer some of the items that would need to be replaced and one of the items was the water pump.  She got upset and stated that she just had that replaced.  So maybe the person who did her water pump replacement did not do a good job and I hope she also writes a complaint about them to the BBB.  This customer has falsely accused us of sabotaging her vehicle.  We have no reason to refund her because the work we did was not the reason for the overheating and we finished the job we did on her vehicle.  She complains that we are taking advantage of "women", but this company is owned and operated by an African American Woman, just like the customer.  I even went above and beyond to help the customer by talking with her warranty company to find out where she could take the vehicle to get fixed and talked to the repair facility to make sure they could do the repairs.  I took care of her like that even though she accused us sabotaging her vehicle.  I think I went above and beyond what another repair facility would have done, and I would like for her to remove her complaint from the site since she technically provided a false statement.

  Customer Answer

  Date: 01/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  Suze *******************