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:03/21/2025

  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.

  TRANSACTION date: 3/21/25 Amount paid: $399 Business told me there would be a $179 diagnostic fee to assess my car and I would get my car back the same day after diagnosis. They ended up keeping my car overnight and were unable to diagnose or fix the problem with my car. They ultimately charged me $399 and did nothing they said they would do. They initially recommended that I start with replacing the battery. I just had the battery replaced about 6 months and is under warranty at another service center. Upon paying the $399 I got my car back and brought it to the mechanic that replaced the battery. They checked the battery and showed me that the battery working completely fine. This is shady business by Nergers. Nature of the dispute: I should have only had to pay $179 at most for diagnosis. And they werent even able to diagnose the car problem. I tried to dispute this with them when I went to pick up my car but they refused to give me my car with out paying them the full $399.Nothing has been resolved

  Business Response

  Date: 03/24/2025

  This is ***** ****** from Nergers Auto Express in Bound Brook New Jersey. I just want to say that its very upsetting that we have a complaint about our business and we will do everything we can to provide you the information needed to make it very clear what actually happened with our shop and *** ******. As you can see from our past history, it is very rare for us to get a complaint and if you look at our ****** reviews, you can see that we strive to make sure that every single customer leaves thrilled with our business. This is very surprising to me that we got this complaint because we tried to be very very clear with everything thats going on with customers and the communication and their cars

  First of all, I see that the customer information is under ****** *****, which we have no idea who that is because we were dealing with *** *****. My team said that we have had no interaction with  ****** ***** whatsoever.

  To start off with the first part of the complaint, it says that the business told me there would be a $179 diagnostic fee to assess my car. As you can hear in the recording that I am attaching to this is our recorded phone conversation with the customer that we always tell them that its $179 per hour and it could be anywhere from a half hour to three hours depending on what tests we have to do. Then we repeat it a second time in person. This was told twice to ***. No one in our shop spoke with anyone but ***.

  This vehicle had between 30 and ***************************** the computer as you can see if you click on the diagnostic results Link that are also included with pictures of all the codes.. That is why the diagnostics were on the higher end. The bad battery and a bad pcv system could cause this issue with that many codes.

  The second part of the complaint says that we stated that we would be getting their car done the same day. We never ever tell people that the car will be done the same day if we do not know what the car needs.

  -The third part of the complaint is when we tested the battery the battery actually tested intermittently bad as you can see on the diagnostic link in the pictures. We did see that the battery looks new and *** mentioned that they would go back to the place that put it in.

  -The next complaint says that we werent even able to diagnose the problemAs seen in the link that we sent that one problem diagnosed is the battery tested low or bad intermittently and the other problem that we found is theres a problem in the *** system which you can see on the diagnostic link if you look at it. These two issues could cause many different problems.

  -Im sending you a link with all the diagnostic results and the pictures that we took so you can see what we found.

  -I am sending you links to the recording of when we initially told *** the price on the Diagnostics.

  -Everybody on my team here said that theyve never once talked to anybody, but *** and we dont even know who ****** is or what she knows about what happened while the car was here

  -In the last sentence it says I tried to dispute this with them when I went to pick up my car, but they refuse to give me my car without paying them the full $399.According to my team, they said Not once was there any discrepancy with anything that we said or that we did with *** while the car was here? He came in and paid the bill no problem. We could probably pull camera footage if we need to. It just takes time.

  Please call me about this after your review of this and tell me what you think.

  Looking forward to hearing back from you.

  ***** ******

  Nergers Auto Express

  ************

  Customer Answer

  Date: 03/24/2025

  
  Complaint: 23100067
  
  I am rejecting this response because:
  
  The battery on my car was brand new and ******** wanted me to start with replacing the battery. I followed up with the auto shop where I had my new battery installed and they tested it right in front of me and reviewed the findings at ******** and said that they mixed up the numbers and my battery was testing better than or higher then baseline. Additionally, ************** disclosed that ***** stopped releasing their fixes to diagnosis codes after 2017 so if that was the case, why continue testing and looking at the car if they were not confident they could fix it, adding more time to the labor rate cost? Additionally, while speaking to ***** in person, ***** said most diagnostics are completed within ***** mins. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 04/07/2025

  Re: Complaint #********  - Nergers Auto Express
  Dear BBB Dispute Resolution Specialist:
  Thank you for forwarding the complaint filed by ****** ****** regarding diagnostic services performed on a ***** at our facility. We take all customer concerns seriously.
  Our records indicate that on 3/20/25, *** ****** brought a ***** to our shop for diagnosis of a check engine light. All our interactions, including consultations and payment, were conducted solely with *** Leyand. We have no record of any interaction with ****** ****** regarding this service. We maintain detailed records of all customer interactions, including recorded conversations with customer permission, which document this fact.
  Our technician performed diagnostic testing on the vehicle including:
  Computer diagnostic scan codes p050700 p034400 p036900 u30018f
  Manual Investigation for fault codes
  Additional specifics had to be investigated because ***** would not release portions of the testing information to the aftermarket sector.
  Two hours investigating  
  This diagnostic process required skilled technician time and the use of equipment. We provided *** ****** documentation of our findings, which he acknowledged upon payment of the $399 diagnostic fee. He chose not to proceed with repairs at our facility, which was entirely his prerogative.
  While we stand behind our work, we understand the importance of customer satisfaction. As a gesture of goodwill, we are willing to offer a partial refund of $179 , which represents our technician's base costs for the time spent on this vehicle without any markup or profit. This offer is made in the interest of amicably resolving this matter. We would mail a check immediately to his residence.
  We sent the following documents and recordings to facilitate resolution with our first response.
  Signed service agreement
  Diagnostic test results
  Recorded conversations
  Payment receipt
  We respectfully request that if *** ****** accepts our settlement offer, this complaint be considered resolved and closed in your records.
  Sincerely,
  ***** ******
  Nergers Auto Express
  ************  
  

  Customer Answer

  Date: 04/21/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept a partial refund as stated in the response. Please use the mailing address or ***********************************
  
  Regards,
  
  ****** ******