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:08/14/2024

  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.

  Went to this place as my catalytic converter had to be replaced per what they told me after looking at the vehicle for a bit. They charged me $1800 for it just so the check engine light can turn on months later with the exact same issue which tells me they didn't even do their job to actually fix the problem at hand.

  Business Response

  Date: 08/14/2024

  Hello ******, please call me, 

  *****, Cell: ************

• Initial Complaint

  Date:02/29/2024

  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.

  When I dropped my car off I asked specifically should I take this to **** or can you fix. They bad mouthed **** and said they could get it running. The first week they lied to me and requested $2000.00 which I immediately paid. They lied the 3rd week part came and was faulty. After 3 1/2 weeks they said they had it running, they did just not over a 2000rpm. They said my turbos were bad. **** has confirmed they are not bad, and the reason for not going over 2000 rpm was due to Busy Boots neglecting to connect a transmission sensor. I sure they are bonded so I will be going for $10,500.00 in court. **** will validate all the mistakes they made. Each week they had it I said should I take to ****, answer no. **** finished in 5 days.

  Business Response

  Date: 02/29/2024

  We are in receipt of this complaint and will be reaching out to the customer to gather details to help resolve the issue. We will also be speaking with the mechanics who worked on the vehicle to verify their repair process.

   

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21362980
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/01/2024

  I want to be monetarily reimbursed for rental car and mechanic fees 100%.

  Customer Answer

  Date: 03/02/2024

  I would like a 100% refund of monies spent on repair and rental. I spoke to ******* today 3-2-24

  Customer Answer

  Date: 03/05/2024

  Today, I received my truck back from **** and it runs great, cost $3930.10. Saturday received a call from Rich or ******* who said he was a 3rd party intermediator. He said I should hear back from him yesterday and I have not. Tomorrow I will go to the *** sight and turn in Busy Boots. I have all the proof I need they did me a complete disservice. If need be, the **** adviser will testify to the fact Busy Boots had no idea what they were doing  my funds plus cost of rental should be refunded ASAP.

   

  Thank you,

   

  ***

  Business Response

  Date: 03/06/2024

  Per Mechanic:  Customer was advised 3 additional diagnostic hours would be needed to troubleshoot. Customer stated he would take truck to dealer. (see attachment)

  Customer Answer

  Date: 03/06/2024

  The information Bust Boots provided is a lie. I never did nor said I went 110 miles an hr. As far as the diagnostics they continue to charge me with no solution. I will now file a claim at thew DMV and when they see what **** did as opposed to Busy Boots I am sure I will get my refund.

   

  By the way Busy Boots only showed 1 document not the 4 they gave me. Again, they assured me it would be fixed, and I had to have it towed to Ford.

   

  Thank you,

   

  ***

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21362980
  
  I am rejecting this response because:

  The information Bust Boots provided is a lie. I never did nor said I went 110 miles an hr. As far as the diagnostics they continue to charge me with no solution. I will now file a claim at thew DMV and when they see what **** did as opposed to Busy Boots I am sure I will get my refund.

   

  By the way Busy Boots only showed 1 document not the 4 they gave me. Again, they assured me it would be fixed, and I had to have it towed to Ford.

   

  Thank you,

   

  ***

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

  Business Response

  Date: 03/07/2024

  We are in receipt of the customers receipts that was sent over, we will be reviewing the new information that was provided and making a decision accordingly. Thank you

  Customer Answer

  Date: 03/20/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/18/2024

  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.

  This shop could not diagnose my cars stalling issue. Blamed the shop who replaced the clutch, then claimed it was "old gas", then claimed to replace the gas and said the gas had ruined all the fuel components, charged me for parts they never replaced, then when the vehicle wouldnt even drive, blamed the previous shop who rebuilt the engine but couldnt pinpoint any individual components which had failed. I asked for a more detailed diagnosis and got none, no pictures or proof of anything. Then the interior of the car was full of black oil when i tried to pick it up so i demaneded it be cleaned. Every interaction with them has been an argument as their story keeps changing. The fuel system components they charged me to replace are not as what they charged me to install (1200$ for an "aftermarket performance" fuel rail, it still has a used factory fuel rail on it that *** or *** just be the one it went in with, and i cant tell if they replaced the injectors but they have no proof they did) they also claimed the injectors had to be replaced because the * rings could not be ordered, i found out from another shop that they absolutely can be. When i finally got my car back after 2 months, there is body damage on 7/10 of the panels on what was previously a 98% perfect car. There are gouges in the paint all the way down to the metal on both fenders, the hood is bent and cracked, theres paint transfer on the bumper in 2 places, a large sharp dent in the rear quarter panel which displaced the fuel door, and the paint on the rear bumper is spider cracked. now i have to go through insurance to have it repaired since *********** take responsibility for their actions and expect customers to have picture proof of the condition of their vehicles when dropped off or they will dispute it with you, but cant provide any proof of anything they ever do wether it be proving that components failed, wether or not they can be repaired instead of being replaced, or that they were replaced at all

  Business Response

  Date: 02/18/2024

  Hello *****************,

  I am in receipt of your concerns and will look into it tomorrow and contact you with a resolution.

  Thank you,
  ***************************

  Customer Answer

  Date: 02/20/2024

  He has never reached out.  I cant reject the response as i have been trying to get ahold of the owner, but i cant accept the response either as there is no resolution yet propsed

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21307063
  
  I am rejecting this response because:

  He has never reached out.  I cant reject the response as i have been trying to get ahold of the owner, but i cant accept the response either as there is no resolution yet propsed

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

  Business Response

  Date: 02/21/2024

  We've reached out and have spoken to the customer. ******* has detailed claims that will need to be investigated on our end. We've informed the claimant that we will be reaching out by end of business day Friday the 23rd to update him or gather more information towards a resolution. Thank you. 

  Customer Answer

  Date: 02/27/2024

  Still waiting on the investigation. What is specifically needed is comparative footage from Dec6 2023 when the car arrived and of when it left on Feb7 2024 to determine that the shop caused the body damage. The large dent in the passenger rear quarterpanel should be easy to see and not see from a camera distance. All that is needed is 1 still image from each day. Additionally there has been no demonstration of proof that the old parts (injectors and fuel rail) had failed as the diagnostic states or that they were replaced as the invoice states and i was charged for. There has also been no acknowledgement or explanation for the outlandish price disparity between the supposedly replaced fuel rail and similar parts available online, or why the manufacturer of the supposedly aftermarket fuel rail cannot be identified

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21307063
  
  I am rejecting this response because:

  Still waiting on the investigation. What is specifically needed is comparative footage from Dec6 2023 when the car arrived and of when it left on Feb7 2024 to determine that the shop caused the body damage. The large dent in the passenger rear quarterpanel should be easy to see and not see from a camera distance. All that is needed is 1 still image from each day. Additionally there has been no demonstration of proof that the old parts (injectors and fuel rail) had failed as the diagnostic states or that they were replaced as the invoice states and i was charged for. There has also been no acknowledgement or explanation for the outlandish price disparity between the supposedly replaced fuel rail and similar parts available online, or why the manufacturer of the supposedly aftermarket fuel rail cannot be identified

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

  Business Response

  Date: 02/28/2024

  Do you have any pictures of the vehicle in undamaged condition? The wear and tear and damage you are pointing to in all your pictures are very old and in random and in multiple locations all around the vehicle. Also they are so minor it does not show on security cameras at all. These are not fresh recent looking scrape marks as one would expect from rubbing against a garage door rail or a post, nothing in our shop would create small dents and hairline heat cracks in plastic bumpers and old scratch marks such as your images are displaying. I would recommend going to a body shop and having them explain in writing the cause of those wear and tear and tiny dent and minor cracking and scratches, and if they state they are very recent and are typical of mechanics working on a vehicle and negligently causing such wear and tear and what appears to be one minor *********, I will pay for the repairs directly to them.

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

  Cell: ************

  Customer Answer

  Date: 03/08/2024

  
  

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

  Check this archived but still reachable sales listing of the car and take note of the specific milage: ******, and compare it to the mileage on the initial intake form: ******. None of the damage ive been disputing were present in these pictures and theyre from only 24 miles ago. The car was in perfect condition inside and out right up until less than a gas tank before busy boots worked on it who replaced the gas in it because they said it was so old it had gone bad so even they have to admit it hasnt gone anywhere in quite a while, but only ********************************************************************************************************* normal on the road events. The fenders are scratched from leanover with no fender protector, the hood was opened up into a car above it on the lift, the bumpers are low speed parking lot collisions probably from during moving cars in and out each day, and the stained carpet is from a greasy mechanic moving the car in at night, and the fuel door was probably bent in by somebody unfamiliar with the car while they were adding gas to it because the shop said the gas was "old and aent bad" which happens to prove nobody else has been in that fuel door in over a year. Do you have a better alternative explanation for how all these shop-related damages could have occurred to a car that hasnt moved anywhere or been around anything else in almost 2 years, except for the most recent 2 months it spent at a mechanic shop?

  Customer Answer

  Date: 03/08/2024

  To fix this issue and for I to be be made whole, i need:

  1, a refund for the work that was improperly performed or unecessary, paid directly to me. This is for the fuel rail and fuel injectors parts and labor, and the water pump labor, since the part itself may be reusable in the rebuild if they prove it is the correct part number. The fuel filter may also be excused if they identify the correct part. The part number on the invoice is not unique enough to search.

  On the seccond invoice, the second diagnostic to "recheck the basics" failed to identify the incorrect part used, or to identify a cause for the original issue. The request to check under the valve cover was to be documented with pictues of the cam timing alignment and was not. There would have been no reason to take the valve cover off and put it back on *** change and document nothing.

  First invoice: 2777.28

  Second invoice: 324.00

  Total: 3101.28

  
  

  2, reimbursement to pay for putting the correct injectors on the car, paid directly to another mechanic shop to perform the work

  
  

  3, reimbursement to pay for diagnostic of the issues caused by the larger than stock injectors, which may include but not be limited to: an engine Remove, Rebuild, and Replace on the car, and any other ********************* components determined to have failed due to overfueling such as: catalytic converters, spark plugs, egr valve, to be paid directly to another mechanic shop to perform the diagnostic and repair work

  
  

  4, reimbursement to pay for having the paint and body damage determined to have been caused recently and in a shop environment professionally fixed, paid directly to an auto body shop to perform the work

   

  I feel it is reasonable that i do not trust Busy Boots or any other shops under the same management network to perform this work, since prior work done by them was done incorrectly and it was a long arduous process to identify the issue for them and then to get them to admit that it happened, and i dont want to deal with that with them again. 

  Business Response

  Date: 03/08/2024

  The pictures from the Offer Up listing do not help due to not showing the specific areas that consumer is now claiming are damaged.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21307063
  
  I am rejecting this response because:

  To fix this issue and for I to be be made whole, i need:

  1, a refund for the work that was improperly performed or unecessary, paid directly to me. This is for the fuel rail and fuel injectors parts and labor, and the water pump labor, since the part itself may be reusable in the rebuild if they prove it is the correct part number. The fuel filter may also be excused if they identify the correct part. The part number on the invoice is not unique enough to search.

  On the seccond invoice, the second diagnostic to "recheck the basics" failed to identify the incorrect part used, or to identify a cause for the original issue. The request to check under the valve cover was to be documented with pictues of the cam timing alignment and was not. There would have been no reason to take the valve cover off and put it back on *** change and document nothing.

  First invoice: 2777.28

  Second invoice: 324.00

  Total: 3101.28

  
  

  2, reimbursement to pay for putting the correct injectors on the car, paid directly to another mechanic shop to perform the work

  
  

  3, reimbursement to pay for diagnostic of the issues caused by the larger than stock injectors, which may include but not be limited to: an engine Remove, Rebuild, and Replace on the car, and any other ********************* components determined to have failed due to overfueling such as: catalytic converters, spark plugs, egr valve, to be paid directly to another mechanic shop to perform the diagnostic and repair work

  
  

  4, reimbursement to pay for having the paint and body damage determined to have been caused recently and in a shop environment professionally fixed, paid directly to an auto body shop to perform the work

   

  I feel it is reasonable that i do not trust Busy Boots or any other shops under the same management network to perform this work, since prior work done by them was done incorrectly and it was a long arduous process to identify the issue for them and then to get them to admit that it happened, and i dont want to deal with that with them again. 

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

  Customer Answer

  Date: 03/08/2024

  The bumper, hood, quarter panel, carpet, and fenders are all plainly visible

  Business Response

  Date: 03/09/2024

  The damage mentioned by the consumer does not show in those areas. 

  Customer Answer

  Date: 03/22/2024

  Areas which are now damaged, and previously were not, have been zoomed in on and boxed for clarity

  Given the shop's inability to diagnose the initial issue accurately, their utilization of incorrect components, the attempt to hand back a vehicle that had become inoperable, and their persistent failure or refusal to address these problems over the following month and a half, it's evident that this behavior amounts to negligence. The specific damages to the vehicle even further depict an environment disregard; the oil stained interior, hood opened into something above it, scratched fenders from a careless mechanic, fuel door walked into by somebody not paying attention. These actions reflect a shortfall in the level of care and expertise that is reasonably expected of a professional service provider. This oversight further highlights the shop's lack of commitment to the appropriate upkeep and care of the vehicle that was placed under their responsibility. Therefore, it should be relatively straightforward to convince an arbitrator that the vehicle was additionally damaged due to careless handling while it was neglected at the shop for a prolonged period while I was led to believe they were investigating the issue.
  
  *****'s decision to terminate the entire shop staff, citing a lack of trust, indicates a substantial oversight and failure on his part regarding the supervision of his business's employees. If he reached a point where he felt compelled to dismiss all employees due to trust issues, it suggests that there was a significant lapse in monitoring their performance and ensuring they met the standards required for their roles. This action reflects not just on his former team, but on him as an employer who failed to properly vet them, and an admittance on his part that the employees who worked on this car were either not qualified, or perhaps failed to conduct their duties with integrity.
  

  Customer Answer

  Date: 03/22/2024

  Areas which are now damaged, and previously were not, have been zoomed in on and boxed for clarity

  Given the shop's inability to diagnose the initial issue accurately, their utilization of incorrect components, the attempt to hand back a vehicle that had become inoperable, and their persistent failure or refusal to address these problems over the following month and a half, it's evident that this behavior amounts to negligence. The specific damages to the vehicle even further depict an environment disregard; the oil stained interior, hood opened into something above it, scratched fenders from a careless mechanic, fuel door walked into by somebody not paying attention. These actions reflect a shortfall in the level of care and expertise that is reasonably expected of a professional service provider. This oversight further highlights the shop's lack of commitment to the appropriate upkeep and care of the vehicle that was placed under their responsibility. Therefore, it should be relatively straightforward to convince an arbitrator that the vehicle was additionally damaged due to careless handling while it was neglected at the shop for a prolonged period while I was led to believe they were investigating the issue.
  
  *****'s decision to terminate the entire shop staff, citing a lack of trust, indicates a substantial oversight and failure on his part regarding the supervision of his business's employees. If he reached a point where he felt compelled to dismiss all employees due to trust issues, it suggests that there was a significant lapse in monitoring their performance and ensuring they met the standards required for their roles. This action reflects not just on his former team, but on him as an employer who failed to properly vet them, and an admittance on his part that the employees who worked on this car were either not qualified, or perhaps failed to conduct their duties with integrity.
  

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21307063
  
  I am rejecting this response because:

   

  Areas which are now damaged, and previously were not, have been zoomed in on and boxed for clarity

  Given the shop's inability to diagnose the initial issue accurately, their utilization of incorrect components, the attempt to hand back a vehicle that had become inoperable, and their persistent failure or refusal to address these problems over the following month and a half, it's evident that this behavior amounts to negligence. The specific damages to the vehicle even further depict an environment disregard; the oil stained interior, hood opened into something above it, scratched fenders from a careless mechanic, fuel door walked into by somebody not paying attention. These actions reflect a shortfall in the level of care and expertise that is reasonably expected of a professional service provider. This oversight further highlights the shop's lack of commitment to the appropriate upkeep and care of the vehicle that was placed under their responsibility. Therefore, it should be relatively straightforward to convince an arbitrator that the vehicle was additionally damaged due to careless handling while it was neglected at the shop for a prolonged period while I was led to believe they were investigating the issue.
  
  *****'s decision to terminate the entire shop staff, citing a lack of trust, indicates a substantial oversight and failure on his part regarding the supervision of his business's employees. If he reached a point where he felt compelled to dismiss all employees due to trust issues, it suggests that there was a significant lapse in monitoring their performance and ensuring they met the standards required for their roles. This action reflects not just on his former team, but on him as an employer who failed to properly vet them, and an admittance on his part that the employees who worked on this car were either not qualified, or perhaps failed to conduct their duties with integrity.

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

  Business Response

  Date: 03/22/2024

  At this time, after exhausting many man hours by involving about a dozen staff members and other professionals at other shops trying to make the consumer understand that his project vehicle needs far more work than it is worth and that he has been told the same thing by multiple shops before, and his unwillingness to accept financial responsibility for his vehicle and persistent accusations that his vehicle was damaged in many ways by everyone that has touched it at every single shop he has taken it to, we are turning the matter over to legal to recover the costs we have incurred and the damage to our reputation from his false and public comments. We will no longer entertain any more phone calls and accusations from this consumer. It needs to be settled through he legal system. My last and final offer was to refund him all his $3,000 he has spent to date just to close out this matter and to get rid of this nuisance, but he wanted us to pay to completely restore his vehicle instead to the tune of over $10,000.

• Initial Complaint

  Date:11/12/2023

  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.

  I had the O2 sensor downstream replaced by Busy Boots Automotive, they searched my entire car and tore a panel off on the front passenger side of the car. All they needed to do is replace the sensor.

  Business Response

  Date: 11/12/2023

  Hello *********************, I am going to research this issue, but for now, what comes to mind, is that the oxygen sensor comes with a long wiring harness attached, and the sensor being located in the exhaust system undercarriage, sometimes the harness is run thorough he floor board panels into the passenger compartment and connected to the onboard computer bulkhead connector located under the dash.

  I will have one of my service advisors follow up with you shortly.

  Thank you,

  *****
  

• Initial Complaint

  Date:10/18/2023

  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.

  They charged me $216 for a removal & reinstall of my ****** arm and about $150 for an alignment, but thats not the worst part. When I picked up my truck on the first day, I was told I needed to bring it back the next day for another free alignment so I did. When I went to pick up my truck on the second day after its second alignment, the truck still wasnt aligned. As I was driving home, with a crooked steering wheel, I gave Busy Boots a call to let them know that my truck was NOT aligned and ****** replied that he FORGOT to tell me that my torsion bar was seized so they couldnt do the alignment correctly. This made me very angry because I had just paid almost $400 for their services and they couldnt even relay important information to me. But it got worse. I decided to take the truck to another shop so I could have the alignment fixed and have them check out the torsion bar for me. This shop had no problem with my alignment and even informed me that neither one of my torsion bars was seized. They even gave me a chart that showed how Busy Boots left my alignment; only 2 out of 8 points were aligned correctly. The next day I gave Busy Boots a call to see if I could at least get a refund on the alignment because they obviously couldnt do it correctly and all ****** and upper management could compensate me with was two free oil changes (which supposably cost $120 each so save yourself some money and go somewhere else). I refused because I never want to work with Busy Boots again and upper management was INSISTING that they had added a note to my receipt that says they recommend the torsion bar be replaced and realigned but it is nowhere to be found on my copy.

  Business Response

  Date: 10/28/2023

  This matter was handled by *****************************, our client relations person, and the customer's concerns were addressed and resolved promptly. 

• Initial Complaint

  Date:02/09/2023

  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.

  Busy Boots charged me for work that wasn't performed on my vehicle. They mis-represented and charged me for parts work that was never done. *****, the owner keeps avoiding any resolution.

  Business Response

  Date: 02/12/2023

  Hello ***************,

  Please call my cell to discuss this matter. The manager at Busy Boots said he spoke with you regarding this but there was no resolution yet. Apparently this is regarding a vehicle that belongs to your employee, not you, and it is from almost two years ago when the timing belt broke and damaged the engine valves and it was not apparent until the new belt was installed and he was only charged for the time the shop had put into it for a few hundred bucks. Your employee decided to tow the vehicle and do the repairs himself and asked to be refunded for the work that had been performed and that he had authorized. That is not fair and no one would do that. We are in business just like you to earn a living and cannot refund for work authorized and performed when it was not our fault. However, you have been very persistent in your efforts to wring some money out of us on your employee's behalf and I am willing to give you some money to make you stop wasting any more of our time and resources over this trivial matter.

  My cell: ************

  *****

• Initial Complaint

  Date:10/11/2022

  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.

  Run the other way! I brought my *** X5 4.8i 2008 to Busy Boots for a coolant leak, they requested $160. or $170. for a diagnostic fee, which would be applied to the repair. Prior to them looking at my vehicle, having done some research on *** leaks, I found a repair kit by Munichmotorsports.com that has a fix for this issue. I showed it to "*****" and he said," We don't have access or don't use that kit." Mind you, I simply did the research & found the fix prior to any work being done. They're the "Experts"? So, I was told the water pump had to be replaced. The price would be, $1286.24. I left my vehicle for a couple of days, was called & told the vehicle had been "repaired", and I could pick it up. I paid, walked to the vehicle with a technician, and saw a leak in the same exact spot, "That had been repaired". The technician said," That could be from any vehicle". I said, "'I'm not stupid, I can see it's a fresh leak". I went back to the shop and "*****" and the mechanic who "Repaired" it, came out, looked at it, brought it back to the garage, put it on the lift & said," It's residual fluid from the"Repaired" leak, they'd clean it up." NO leaks", it's on video. I drove it about ***** miles and it sat parked for several days, until we saw, "THE Leak" again. Now, it would cost me another diagnostic fee of $450., it ended up being $300., what a sport. "Only $300."? I called on Friday and *** said, "It was a hose", but I'd have to wait till Monday when "*****" came back. He came back saying, "It's the coolant crossover pipe" and it would be **** hours of Labor". That was the Kit, I first showed ************** told him to put the vehicle back together, we're taking it elsewhere. The other place fixed it with the same kit, I showed "*****". it took them 6.5 hours to fix it, not **** hrs. It makes me question ALL the work I've had done by "Busy Boots". The only thing "Busy Boots" is "Busy" at is taking your money. If they're deceitful once, they'll always be deceitful.

  Business Response

  Date: 10/13/2022

  This matter is being looked into by the Management. All technicians and service writers that have worked on guest's vehicle are being questioned, and the shop where she had the repairs made will be called as well for their input. We will be contacting her with a decision in the next day or two. 

  Customer Answer

  Date: 10/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this process maybe satisfactory to me.
  They are looking at it, and will respond within two days> I will let you know, once I hear their final response.
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/21/2022

  *******************************'s vehicle had overheated from coolant loss and had multiple seal and gasket leaks as a result. Our technicians recommend the replacement and repair of the noticeable and obvious coolant leaks and she approved those repairs. However, on this particular *** model there is a coolant conduit buried deep inside the engine valley below the intake manifold that cannot be accessed and checked readily, and this again is peculiar to this model and make of car only. She was provided additional diagnosis later when the coolant leaks persisted at a discount but5 she declines the estimate for repairs based on manufacturer recommend procedure and book time, and instead, had the repair performed elsewhere by using a makeshift aftermarket part that is not recommended by *** and is not a long term fix to save cost. She is asking us to refund her for work that was done to other components that I have verified were leaking and worn and needed to be replaced and that she approved. I have spent considerable time to research and talk to all the technicians that have worked on the vehicle and read the entire history of this vehicle that has a long list of expensive repairs, being a 15 year old *** with well over ******* miles. ** a courtesy I offered ******************************* a $300 refund, which represents the entire profit we have made in the last couple years from services we have provided, but she declined and asked for over $1,200 without offering to return the expensive parts that were installed on her vehicle or give us an explanation why she is entitled to a refund for work not related to the repairs she had done elsewhere. Her insisting that "the leaks were never fixed" is a partial truth, and she is not taking into consideration that there were multiple leaks that had not been addressed and were caused by severe overheating prior to having it checked here. 

  Respectfully,

  *****

  Customer Answer

  Date: 10/30/2022

  
  
  To Whom it may concern,
  In response to Complaint #: 18187577
  ************** stated that my vehicle overheated, it did not we kept coolant in the vehicle at all times, to prevent that from happening. Up to and including bringing it to ************************* where it was finally repaired properly. 
  Busy Boots states, that I approved the repair of multiple Seal and Gasket leaks. I did not.
    What I did approve was; the replacement of a water pump, thermostat, thermostat O-ring and radiator coolant. Thats whats on my receipt, nothing else. The coolant conduit statement, that was made by **************, has a solution that only takes 6.5 hrs, as opposed to the **** hrs to repair, as quoted byBusy Boots. Its by incredible machinist at MunichMotorsports.com 
    Its not a Makeshift repair, which implies temporary and inadequate.
  Please view explanation of repair, and reviews from mechanics and customers alike, who used this repair, theyre five star. The company that machined this repair, is a well established proven company in **********. 
  Please note, ( in following link and its explanation) that many mechanics,make the mistake of a water pump leak, when in fact its not.
  Please see attached link for all:
  
  https://munichmotorsport.com/services/n62-coolant-crossover-pipe-leak/
  
  
  
  In addition, ************** stated that the problem I had was limited to my make and model only. Its not it also applies to the following makes and models;
  
  
  *** vehicles this solution applies to:
  2004-2005: *** 545i (E60)
  2006-2010: *** 550i (E60 & E61)
  2004-2005: *** 645Ci (E63 & E64)
  2006-2010: *** 650i (E63 & E64)
  2002-2005: *** 745I & IL (E65 & E66)
  2006-2008: *** 750I & IL (E65 & E66)
  2004-2006: *** X5 4.4i/4.8is (E53)
  2007-2010: *** X5 4.8i (E70)
  
  
  Contrary to ************** stating this fix, isnt a long term fix hes wrong. 
  
  
     In addition, I was provided a diagnosis after having to pay for another diagnosis, at a cost to me of $300.00. An amount  ************** offered me as compensation, which they never shouldve charged for in the first place. 
    I had already paid for a diagnosis. 
     I was never offered a discount to decline, on the second diagnosis. All they told me was it would be **** hrs and I said put the vehicle back together Im going somewhere else.
  They shouldve gotten the diagnosis correct the first time.  All of this happened in a 2.5 week period, contrary to ************** stating,
  She was provided additional diagnosis Later, as if it had been a long period of time. 
    Over 4 years Ive spent approximately $8,000 restoring this vehicle, with Busy Boots, as they should know and I now question. In addition to many other cost, not related to Busy Boots. I know its a 15 year old vehicle, however Ive made a great effort at slowly restoring it back to its original condition. In fact, some people have asked me if its a new vehicle.
  The vehicle has ******* miles on it, I purchased it 12/18/2018 with ****** miles on it. Ive only driven it; **** since purchase. 
   Thats just under a 4 year period= ******* miles per year. Its not well over ******* miles. Ive taken very good care of this vehicle.
     Again, I have to reiterate; ************** states,That my vehicle overheated, it Never overheated. 
    As soon as I saw the leak, I called them and brought my vehicle to Busy Boots.  I never got my vehicle back without that leak.  When they told me to come pick it up, I saw the same spot with the coolant leak as I walked up after paying them for the Repair. 
    The bottom line, the Leak was Never fixed by Busy Boots.
  ************** stated, hes only made $300.00, off of the $8,000.00 Ive spent at Busy Boots, over 4 years, Im curious to know how hes still in business. 
  ************** is not being honest, this is another reason why Ill never bring my vehicle to Busy Boots again. 
  The reason why I feel I should get a full refund is in one of ************* comments;  give us an explanation why she is entitled to a refund for WORK NOT RELATED TO THE REPAIRS I had done elsewhere. I had to have the repair done elsewhere because Busy Boots repaired the water pump, which didnt need to be repaired.
  
  They didnt repaired my vehicle at Busy Boots, I drove in and drove out of Busy Boots with the same leak.
  They repaired something that didnt need to be repaired. 
  ************* isnt being honest. 
  They wasted a lot of my time and energy, as well as money that couldve gone to the correct repair.
  Thank you for your time, 
  *********************************
  3355 *************************************************************************** 89135
  
  
  ************
  
  
  PS: Please view attached PDF, highlighted area, stating mechanics make the mistake of replacing the water pump, I dont feel I should pay for someone elses mistakes.

  https ://acrobat.adobe.com/link/track?uri=urn:aaid:scds:US:e2bc10a2-9a83-4214-a49e-6a0f90096df8

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/02/2022

  I read the rejection and *********************************** own statement lists "multiple" leaks being repaired when she mentions water pump, thermostat and gasket, so I'm confused why she says she didn't authorize multiple leak repairs.

  Then I checked out the link she included and copied and pasted the paragraph below which again supports our statement that it is almost a 33 hour job and contradicts the fact she says it only takes 6.5 hours to repair when it clearly states the repairs take ***** hours and cost $9,000 - $12,000! It further contradicts her statement that the makeshift repair is proper procedure when it clearly states this is not a *** Approved repair, it is an independent auto garage named All ****** Auto in ******* **, not ******** Motor ***** (***) of *******. I suspect she did not read the entire paragraph in the link she sent here otherwise she would have understood clearly why our technicians provided the estimate they did and the fact they were not aware there was a non-***-approved makeshift repair available by some obscure entity clear across the country.

  "*** has a costly- and not uncommon- problem with the Coolant Transfer Pipe in the middle of the Engine on its late model V8 Engines. The initial complaint is usually loss of Coolant, leaking from a small Weep Hole at the front of the Engine on the Timing Cover; this is commonly misdiagnosed as a Water Pump problem. The vehicle may also have Coolant leaking from the back of the Engine at the Intake Manifold Valley area.
  The replacement of the failed Coolant Transfer Pipe (or, more specifically, the Pipe Seals) can cost between $9,000 $12,000 at some dealers. This job entails removal of the front Timing Cover, Cylinder Heads, Intake Manifold, Timing Chain and Timing *********** systems among many other components, requiring between 60 to 80 hours of labor!
  We repair it with All ****** Autos replacement Coolant Transfer Pipe in *******, ** at *****************.
  *************** in ********** has provided a fix for this problem with a threaded, adjustable N62 & N62-TU Coolant Transfer Pipe that can be expanded into place and seals the Coolant Passage without removal of the front Timing Cover or Cylinder Heads. The tube is very well-constructed and is intricately machined with angled sealing surfaces requiring precise installation. At *****************, we have completed a multitude of these repairs with the All German Auto Coolant Crossover Pipe without any adverse issues."

  I have offered ******************************* a settlement out of courtesy and which is very generous but she has not accepted. The offer is still open.

  Respectfully, ***** **************

  Business Response

  Date: 11/13/2022

  ******************************* has disputed the credit card payments and our bank account has been debited for the work that we performed and she has not returned any parts or provided any proof there were any issues with the parts we installed or any issues for the labor provided.

  I have responded in great detail to her complaint and pointed out that her own admissions and sources she's providing refute her own claims and accusations.

  Respectfully,

  *****