Complaints

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• Initial Complaint

  Date:12/18/2024

  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.

  I dropped my truck of on 7/25/24 for diagnosis. Due to my truck doing a funny SHIFTING feel. I specifically said I was aware of the ticking/knocking sound and was very clear that's NOT what I had dropped my truck of for. That had already been diagnosed. At this time I was quoted 181.05. I drove by on 7/27/24 my truck was in the same spot it had been since the day I dropped it off. My truck sat untouched since 7/25/24-7/29/24 When I called I was told they were still trying to feel what I was talking about. It was a very clear and felt issue with witnesses that had been in my truck and it was a very noticeable issue. This started to lead me to think they were in fact not working on my truck at all. Once I got a call to let me know what they could do I agreed and was given a price. I was told my truck would be completely flushed out and reset the transmission computer. Upon arriving to pick up my truck after it was done I was told they didn't know what shifting I was feeling they were more concerned about a ticking/knocking sound that would need further diagnosing. I was charged more because they couldn't get the gas cap off. My truck wasn't fixed. The moment I drove out the shop it continued with the issue. Which lead me to park my truck for months to avoid further damage. I was charged a total of 547.94 for no work to be done. I went back to the establishment to voice my concern. They were not making any attempt to make it right. Once I specifically asked if they were going to do anything I was told as along as they could talk to the mechanic they would issue a refund. I had the mechanic call whom they hung up on. I tried calling and got a voicemail. It is not ok that they are charging for a service they did not do and stealing from customer that are looking for help very shameful place to deal with.

  Business Response

  Date: 12/26/2024

  I am very sorry that you are dissatisfied with the service you were provided. I would like to address your concerns on timeliness first. The truck was dropped on Thursday 7/25/2024 at 1:30 in the afternoon, When you drove by on the 27th that was a Saturday in which we are closed. Our hours are Monday through Friday 8:30 am to 5:30 pm with three technicians in the shop. Our work was done as quickly as possible with being thorough. You authorized the recommended work to be done on 7/29 and the vehicle was ready for pick up on the 30th, which is Tuesday. Next, as you can see per my technician notes, which are attached and you have a copy of, there was work done and documented for you. The first line in the notes addresses your concern and then proceeds to explain in detail what was done. Your gas cap was never mentioned or charged for as you can see on the attached invoice. Your oil filter was an issue. The technician notes also end with what is recommended if the ticking noise returns. Your previous mechanic never contacted our shop. If you would like to provide me with his phone number I will share my call logs with you. All calls in and out of this shop are saved with our phone company service in a report. The paperwork filled out by you when vehicle was dropped off only says "shifting feeling when driving." Unfortunately that is not very much information and our technician did the best with that information that he could. Since everything is documented and provided to you we will not be issuing a refund on work you authorized and signed for. 

  Customer Answer

  Date: 12/27/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:

  I was stating the fact my truck sat untouched and wasn't properly tested. You have now confirmed it did in fact sit untouched. When I was told I would get a call by Friday (Next day) with an update. Which I never received. Being told the mechanic did not feel what I was talking about is highly impossible. As you say you have documentation and recorded calls. Listen to what I was told. A professional mechanic would have felt the issue by simply test driving it. Regardless of if I gave a basic description or not. I took my truck to your shop for help. Is this not what a mechanic shop does find the problem, diagnose, and solve the issue. If your employee did not put in the notes nor inform the technicians that the truck was not there for the ticking sound that is not my fault. It was relayed to him in multiple occasions. Once when I dropped my truck off. Second time when I picked it up and he mentioned it I told him again I was already aware. The third time when I went back to complain. I seem to keep having to repeat myself on this. I did not drop my tuck of for the ticking issue. My apologies regardless of if it was the gas cap or oil filter, I was still charged more after I had been quoted a price. When I walked in to pick up my truck, I was told I would need to be charge an extra hour for this. Was I supposed to refuse when you had already done it. My issue isn't paying for service. My issue is paying for a service not done. My mechanic did call. Your well aware he did but for personal issues was hung up on. Very unprofessional to handle personal issues in a workplace. I will not let you keep harassing my mechanic he called and its documented along with every other document and witness. Being charged $547.94 for an oil change is outrages and a robbery. 
  
  
  
  Regards,
  
  
  
  ******* ******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]