Complaints

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• Initial Complaint

  Date:06/18/2024

  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.

  June 17th, 2024.
  
  I scheduled service to be finished on my day off to ensure that I could pick it up the same day. I was told multiple times that it would be completed the same day. Then I received a call stating it would not be completed the same day. The repairs were only supposed to take 6 hours. They ended up taking 13 hours. I cannot get there during their business hours to pick up my truck. They are refusing to have someone stay after hours so I can get my vehicle. I cannot pay over the phone due to the amount of the bill. This company refuses to provide any customer service.

  Business Response

  Date: 06/27/2024

  *** ****** arrived for his morning appointment on June 17, 2024 to have repairs performed on his 2005 Ram ****.  It is my understanding the requested repair work was found during work to a left front universal joint that was performed at another repair facility.  *** ****** requested to have both front axle seals replaced due to leaking and to have the right front universal joint replaced.  This repair typically requires approximately 5-6 hours for completion under normal conditions placing the estimated time for redelivery for the customer sometime later that afternoon, likely between 3:00pm and 4:00pm.  During our repair, it was found that the left front universal joint would need to be replaced even though it had recently been replaced.  While this additional repair did not require a great amount of additional time to complete, the repair process was paused for a brief period of time in order to gain authorization from *** ****** to proceed with replacement of the additional item as well as additional time required to acquire the now authorized repair.  This added a relatively small amount of time to the overall repair but did slow down the process extending the time for completion out.  This paired with a couple of other facts such as the 2005 model vehicle being 20 years old and the inside air temperature of the service department where the work was being performed was over 100 degrees.  With a vehicle of this age, some components become seized or will try and bind during removal requiring extra effort and time in order for disassembly to take place without damaging related or connected components.  In order to free up aged metal, patience is a virtue and care must be taken in only utilizing the least intrusive methods in order to prevent any further damage and expenses to our customers.  Combine this with the 100 plus degree heat in the shop and one could only assume that repairs of this nature could potentially take more time than what would originally be planned for.  Our advisor had been in contact with *** ****** throughout this process and all appeared as if we would be able to meet the estimated timeline.  Unfortunately, due to the aforementioned conditions regarding the age of the vehicle and ambient temperatures, it eventually became apparent that we would simply not be able to deliver on our original time estimate without sacrificing quality of work and increasing the potential for an increased repair bill due to damage caused by rushing through.  Once this was evident, our advisor made *** ****** aware of the revised timeline, notified *** ****** that he would be contacted as soon as our technician was completed with his final test drive for quality control  and offered substitute transportation for his inconvenience in the form of a dealer loaner car until he returned to retrieve his Ram.  This was followed up with a text to *** ****** restating this information at 4:07pm Monday June 17, well before the end of the business day in order to provide him with enough time to make arrangements. Unfortunately, *** ****** had blocked us from sending any communication via text. *** ****** declined our offer for transportation and began to become argumentative.  Regardless of the situation and the environmental and vehicle age conditions, our technician remained past his normal end of day time by an hour and continued to attempt in completing the repairs.  Despite his additional efforts, our technician was unable to satisfactorily complete the repair and confidently return *** ******** Ram into his possession.  Our technician returned to work early the following morning in order to finalize the repair and complete the quality checks prior to returning the Ram to *** ******.  Our advisor contacted *** ****** once the repair quality had been verified and informed him that his Ram was available for him to pick up. Although there was extra time involved in performing the repair and with the additional finding of fault with the left front universal joint,  *** ****** was presented with a total repair cost meeting our original repair estimate plus the quoted price for the addition of the left front universal joint.  No extra charge was passed on to *** ****** even though we compensated the repairing technician for his added efforts and time as it was the right thing to do for both parties.  *** ****** stated in his complaint that the 6 hour job originally, "ended up taking 13 hours".  Normal business hours for our facility allow for 8 working hours for our technician. Adding in the additional time spent on the evening of the 17th and the morning of the 18th without deducting any wait time for customer approval or parts acquisition, the actual repair lasted approximately 10 hours.  While not a negligible difference between *** ******** calculations and actual time, it is 30% more than actual elapsed time from the time the Ram was left with us and the time it was ready for *** ****** to take redelivery.  Shortly after *** ****** received notification of the repair completion, a text message was received stating, "I have a complaint about your service department. Isn't your motto 'we want you to be another happy customer?' Well I'm not happy."  *** ****** had unblocked us at this point.  Our service director saw the message come through and assigned the conversation to himself in order to speak to the service manager regarding the situation.  After a brief discussion, our service manager conferred with the advisor handling *** ******** repair and replied back asking what he could help with and stating his understanding that *** ****** wished to pick up his Ram after hours that same day.  Our service manager reiterated that would be acceptable under the procedures we have for contactless delivery.  This process required payment over the phone with our cashier prior to releasing the vehicle back to *** ****** and arrangements to be made for instructions regarding key and paperwork location for *** ****** when he arrived to take his truck.  *** ****** then continued to restate his concerns, particularly his perception that no one was willing to stay late in order to complete his repair, and became more argumentative without stating what he was seeking to accomplish and how we could help achieve his expectations at this point.  Our service manager apologized for his concerns, restated our normal hours and conditions for vehicle release, and informed him that our personnel did in fact stay an hour late the evening prior in an attempt to complete the repairs.  *** ******** reply to our service manager stated he would be filing a complaint with the Better Business Bureau and wanted to speak with his supervisor. Our Fixed Operations Director, then reached out to *** ****** via text to arrange a call later that day to discuss *** ******** concerns.  His reply back to our Director somewhat mirrored the complaint filed stating, "All I want is one question answered. Why is it such a burden to have someone on your staff stay a little longer so I can pick up my vehicle in case I don't get there before you close? Nobody will answer why this absolutely cannot be done."  During the phone call with our Director, *** ****** restated this question as well as presenting the second part of his complaint about not being able to pay over the phone due to the amount.  Both concerns were addressed and it was explained once more that our technician did, in fact, stay after in an attempt to complete the repair as well as informing him that the technician came in early to finish up.  This was an unacceptable answer to that portion of his concern.  Regarding the amount and paying over the phone, our director was informed that *** ******** daily limit for his debit card was less than the amount of the repair bill.  Having experienced this same issue personally, our Director advised that most banks only require a call to increase that daily limit and was willing to go into alternative methods when the call became disconnected.  Our Director, hoping *** ****** had simply gone out of cell service, immediately attempted to call *** ****** back, only to find that *** ****** rejected the call.  That evening, *** ****** came in before closing to retrieve his Ram.  Upon arrival, his behavior could be described as frustrated and after paying his repair bill and receiving the keys, proceeded to walk out the service drive door, kicking it open with enough force to slam open, and yelled a profanity with a nonspecific threat for bodily harm.  His response for an automated ****** review was filled with obscenities.  His behavior towards our personnel, his comment while leaving, and his derogatory text resulted in a message being sent from our Dealer Principal informing *** ****** that his business was no longer welcomed with our organization and his actions the evening before would not be tolerated.  *** ****** responded back with a denial of his actions and more derogatory and obscene language.  Attached is the record of text conversations between *** ****** and our representatives. Due to the overview of this interaction culminating in our invitation for *** ****** to do business elsewhere, we do not feel as if there is any path forward to rectify *** ******** perceived experience with our organization.  We also feel, based on the information listed above as well as printed copies of *** ******** conversations, that our company acted in good faith, did everything that could be reasonably expected, and even went above normal duties in order to attempt to meet *** ******** expectations.  Our clients regularly champion our organization and we stand firm on our customer service ratings, reviews, and factory customer satisfaction history.  While we wish we could have met *** ******** expectations, due to all of the information above, we feel *** ****** had some unrealistic expectations that, even though information that should have reset those expectations, was not taken in to consideration by him.