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:04/17/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 brought my vehicle in for service on 4/7/25 for "The Works" package. Not all items were performed by pickup. The fluids were NOT topped off (coolant under min.), tire tread was not marked on sheet (other advisor went out to check tread and add to sheet....in blue ink); no sticker in front windshield to advise next oil change (date/miles). Leaves concern if work completed in full. (The advisor was overheard telling the tech on to add fluid I did not have a chance to recheck as I went into the desk area for comfortability.)
  
  Vehicle was parked for a couple days until noticed by neighbor and myself as went to run an errand and sunroof was left open from pickup, shade was closed so it was unnoticed. Contacted dealership and spoke with Darren ******** to explain as he immediately went to customer blame vs. completely hearing concern. I advised that would be bringing back in on Sat. morning. Upon bringing it in and expressing concerns, they were dismissed and I was yelled at. I attempted to explain that the roof was open and shade closed making it not obvious.
  
  I did request the service manager and general manager's contact info which was provided by the cashier/office admin working on 4/12/25.
  
  I waited until today to file this complaint as the last I heard from the service advisor was that I had not a warranty which was provided to me from where the truck was purchased and per my request for the advisor's email, it was sent via email. I still have not heard anything and had requested a loaner on 4/12, 4/14 and on 4/17 via email. Voicemails left for service manager: Keith ***** AND Darren ******** (request to have the service manager AND gm...Johnny Cortese to contact me asap please) separately as I have been without a vehicle since 4/12/25 and no other contact since 4/14/25.
  
  [I also requested on 4/12/25, the full video of my vehicle within the shop and not just the 1-2 frames presented.]

  Business Response

  Date: 05/07/2025

  Dear Kevin and the BBB,  Thank you for reaching out regarding this concern. Miss ***** brought her vehicle in on April 7th for the works package which we did perform and I attached video clips of the vehicle being pulled in, worked on and leaving. She picked it up the same day. The sunroof was never opened by my mechanic. After her initial complaint 4 days later, my service manager covered the cost of the diagnostic regarding the sunroof. I attached a picture of the motor that needs to be replaced. It is full of corrosion which would take several months to develop into what is seen in that photo. Keith also wanted to note that the 3-4 days AFTER she picked up, there was heavy rainfall in the area. There was no water inside the vehicle the day she brought it in.  If you need anything else, please let me know. Thank you, John

  Customer Answer

  Date: 05/12/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I brought my vehicle in for service for The Works Package which was not fully completed as stated.....oil was changed, fluids not topped of as coolant was below minimum and shown to Darren ********, service adviser.  Also the tech did not provide the tire tread depths or the reminder sticker.  I was yelled at the service personnel do not touch anything inside...the dash with mph, etc was reset also.  Truck was brought back as I left in a hurry, took vehicle home and was in another vehicle traveling. Upon it being notice by more than one individual, a call was made and it brought back the next day.  John stated in the response that there was heavy rainfall, I do  not live in the same area as the dealership and did not experience the same. There is an assumption that the vehicle is parked outside vs, covered as well.   I have not been informed of the process or progress while my truck was in the care of the service dept. at Cortese Ford.  I did initially attempt to handle all through Darren but he chose not to communicate properly or efficiently.  I requested that he contact the warranty company as I provided him the contract with ****** *** ****.  He advised as I called him that I have no warranty and never had one as he stated that he called several times.  I requested that he have the service manager or GM contact me (also left in my unreturned voicemail to Darren on 4/17/25).  I left a voicemail for Keith *****, service manager.  After waiting three days, I called him on 4/18/25 to which I was dismissed, yelled at and hung up on.  He advise that he did not need to explain himself after being in the hospital for three days, even after I advised that the operator advised that he had been out sick and I understood.  Not one time did Keith advise that a diagnostic was being done or already completed. I requested that Keith pull the video from service so that I may come in to view it.  After I advised of the uncomfortability of sitting with two men in an office after both have shown aggression in person and over the phone.  Keith then proceeded to advise that he would be at the counter and could not meet with me.  I requested to have Phil ******* call me, a name given by Keith or John Cortese, GM.   Note:  After the BBB report received, Darren contacted ****** **** **** as I also called and was advised that no other call came from Darren, Keith (who advised he had also  called multiple times.) Darren is the only one from Cortese Ford that had ever called as prior was my previous service center.  Darren called don 4/21 @ 11:04:54 I waited once again for some type of information or documentation.....nothing!  I left a voicemail for John Cortese on 4/30/25, he returned the call on 5/1/25.  I followed up on 5/9/25 and received a voicemail on 5/12/25....advising that service is covering the (unadvised) diagnostic.  The only person to provide information is not directly in the service department where the information should have been coming from.  It is alarming and concerning that I have been villianized for not receiving proper information OR documentation for any estimate...covered or not.  My vehicle being in their possession for over a month without hearing from anyone until a BBB Complaint was filed is quite ridiculous and definitely not conducive nor productive customer service.  This was my second visit for oil changes to Cortese.   I also want to note that the videos were unable to be opened.  I wanted to view the video and had offered in-person.  The picture attached is a part, no part numbers nothing.  As stated no documentation has ever been provided of coverage, estimates, offer to split cost nothing.  I have been severely inconvenienced as my truck has been at the service department since 4/12/25. There has been heavy rainfall in the area, has the truck been protected since I am perceiving that it was not repaired, left out in the elements, has this been a concern?  Regards,
  
  ***** *****

  Customer Answer

  Date: 05/14/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I was finally given the information in a voicemail about the paid diagnostic testing which I was unaware was even happening as noone from the service department connected with me about.  I was advised to pick up the vehicle by John Cortese or be charged storage.  That aspect was out of my control had the service advisor or service manager connected with me. They had my truck for a month and no contact other than the initial business day after drop off and then not until a Better Business Report! My vehicle had grease all over on the ceiling panel which should not be there and should have been cleaned!  The sunroof motor was sitting on the passenger seat and should have been reinstalled, not working or not, it should have been back into place as it was when the vehicle came in for service!  IThere are also 3 meddium length screws that were never advised where thhey go were just sitting in the vehicle as well.  was advised that they it would not be reinstalled which it should be as it was removed by the service department tech. and I never gave permission or made a request to not place it back into position.  I received an email from John that "Yes we can clean up the headliner. We cannot install the motor because we are not going to risk damaging the roof any more so I am sorry, but that is not getting reinstalled.", they took the part out and are refusing to place it back in the spot without even manually closing the sunroof which could have been done if motor is in place, per other vehicle shop mechanics.  The tape on the paint may also cause damage to the paint as it is set by the sun which was advised to John, who in return stated that it is only masking tape.  I would NEVER have asked or agreed to TAPE being out on paint on a vehicle.   My request was for an estimate with the part number etc. which is still incorrect as it states 2 motors and John advised only 1 is needed.  Also the paper work has my vehicle being out on 4/28/25 when I had no confirmation that the truck was ready for pickup until 5/12/25. The estimate appears to be fraud in stating that 2 motor are needed when only one is needed.  I even asked where is the supposed mold in the motor and I was advised that I could open it myself.  If a shop is stating that somethin g needs to be replaced, and not reinstalled, it shouldd have been shown to the customer.   Regards, ***** *****
   

  Business Response

  Date: 05/16/2025

  Good afternoon,  Miss ***** picked up her vehicle on Tuesday, May 13th. To explain her concerns, I will start with how the vehicle came in. The vehicle came back in, after her "works" appointment, on April 12th around 8:10AM. The sunroof was stuck open. Since she just picked up her vehicle and was obviously upset, Darren diagnosed the sunroof issue and did not charge Miss ***** to do so. My technician pulled the motor for the glass part of the sunroof which is place in conjunction a spring-loaded cable system. Three screws needed to be removed in order to get the motor out. After doing this, my technician discovered the severe corrosion inside the sunroof motor. The reason it was left out is because my technician could further harm the sunroof's cables that are in the track. He left the motor and screws on the seat because if she chose not to have us repair it, she could bring the parts to a smaller shop and see what they could do. Ultimately, it is not safe for us to put the motor back in and manually close the roof as it is too much risk.  While the vehicle sat here, we used body shop masking tape and plastic to cover and protect her vehicle from water or rain entering. The tape used is specifically designed to avoid paint damages. As my technician put the sunroof back together, he did leave behind some grease which I have told Miss ***** that I would detail her headliner in order to get the grease out.  I do want to address the sunroof motor quote. There was a miscommunication between the advisor and the technician. My technician was explaining to my advisor how there are two motors in the roof. One controls the glass and one controls the shade under it. My advisor assumed both were inoperable, but it was just the glass portion. I have attached the proper quote.  I want to end this response with a sincere apology to Miss ***** and her experience. I apologize for my team making her feel the way she did and I do not wish for anyone to feel that way when they come to Cortese Auto Group. I have spoke to my advisors and manager on what we could have done better and to learn from this experience.   Thank you  

  Customer Answer

  Date: 06/02/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Since my truck had been at Cortese, it was nothing but a hassle.  I see in the business response that Darren is mentioned.  Darren is the advisor that yelled at me after I advised that the fluids were not topped off within a PAID service!  He had dropped the ball on communication, even after advising that I had no warranty although proof was provided.  I was advised by John Cortese at pickup of the diagnosis alledged to have been completed.  There was no advisement by employees from the service advisor to the service manager within **** *******.   The motor was left on the seat, not presented nor the the item shown with the supposed corrosion referred to.  The motor was sealed and not open.  Per 2-3 other dealer service shops, the motor should have been returned to the position that it was removed from unless CORTESE FORD  caused more damage. When a vehicle is taken apart, it should be put back together back to how it was when brought in.  The responsible is to put the customer back into the same position they were in when the vehicle was brought in.  Ex.) If brakes are bad and a tire was taken off to view the brakes, would the service center leave the tire off and return the vehicle back to the customer minus a tire? The tape on the roof of the vehicle has left tape stuck, causing some damage as the tape did not come off.  I was not advised nor asked if I approved of it being added.  I had advised Darren that I did NOT want anything taped to my vehicle even as he stated that they could place a saran-type material, as it may damage the paint.  It is horrible to even offer something to a customer that would cause damage. In regard to the grease, it was advised by John that would be clean....again the vehicle was not brought in dirty, but was given back that way. I also advised John that the engine light was on at pickup as I came back inside to advise, but he had gone.  He advised in an email that he would have it diagnosed and cost covered by the service department.  Once again another item that was not an issue at dropoff but was at pickup.  I do believe that there was a fraud in place as I would have been charged for 2 motors while only one would have been installed.  Providing me with "assumptions" as John stated in the business response, shows that no owrk, or limited or improper work was done.  Mechanics is not on assumptions when it comes to vehicle safety!  John advised via phone that HE was the one that created, printed and provided the estimate via email and at pickup as it was on the seat with the motor.  The screws were in an area near the cup holder and never mentioned. I believe that the vehicle damages were due to attempting to force me to have to have the mechanical work completed there. I was never asked if I wanted the work, nor even given an estimate, etc. until John had left a message with threats of charging me for storage.  I never even was contacted that my vehicle was ready.  The paperwork also shows an out date that was never advised nor is correct. There also was no diagnostic test reports provided as well. The tests will have to be completed at another location and invoiced back to Cortese.  The cleaning of the inside and proper cleanup/removal of the tape and residue also at their costs, along with the costs of any damage to the paint.  
  Regards, 
  
  ***** *****

  Business Response

  Date: 06/03/2025

  BBB spoke to the owner and administration at the business and the following was relayed: The tape used was body shop paint that we use everyday on brand new cars, $100,000 ******* **********.  There has never been one issue with the body shop tape we use.  Her vehicle is 12 years old and the body shop paint we used would not harm it.  If we did not use the body shop paint then it would have filled with water and caused her more issues.  No refund is being offered.  We will not be reimbursing her for work she has done somewhere else- absolutely not.  The work she paid for was performed.  Thank you.  We've said everything we are going to say on this matter.  No further responses will be submitted.   

  Customer Answer

  Date: 06/07/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  There was a promise to clean the vehicle, do a diagnostic and it does not matter the year of the vehicle as it was always kept up.  I have not seen if John would be present, even if the vehicle can be completed at another one of their locations since the service advisor Darren, service manager Keith and techs ALL dropped the ball.  I also have not received a phone call from John Cortese to attempt to schedule anything wither, but has stated that he was remorseful for the treatment I received yet nothing to rectify the way my truck was returned to me....in a condition that it was not dropped off. I am the second owner and it was always serviced within the proper intervals etc.  There is an issue regardless that the tape was placed without permission....there was no prior ask to advise of the tape, type of tape and if okay and yes has caused damage as it did not come off.  Of course a customer would be hesitant as the vehicle could be further damaged as shown in the tone of the emails, will there be retaliation.The main inherent issue is that the vehicle was brought in for an oil change + and left dirty, damaged, etc. There was a huge lack of customer service and vehicle care, esp being in a business of selling and servicing vehicles. This particular situation would not have gotten to this point if there was proper and professional communication between business and service.  Recall that the GM John Cortese is the one communicating.  I have a full log of every convo, date, time, dictations of ALL convos in-person and on the phone, including witnesses as well.  
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:12/15/2024

  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.

  8 am - December 2, 2024, - I took my 2018 **** ****** to Cortese Ford to have the water pump replaced. The car had developed an unsettling noise. I checked in with Jack at the service desk.
  8:40 am - Jack came to the waiting room to confirm that it was the water pump that needed to be replaced. He stated that it would take quite a while to procure the water pump and replace it. We arranged for me to have a loner car.
  4:08 pm - Jack sent me a text stating the car was ready to be picked up.
  4:50 pm - We arrived at Cortese Ford to pay the bill and pick up the car. We had a brief discussion about the price of the bill and the amount of labor hours being charged. They charged $2099.00 for labor cost at $189.90 per hour which works out to 11.05 hours. We were informed the bill would not be adjusted, paid the bill and went home.
  I do not oppose paying a premium price for a quality **** mechanic. However, I do oppose being over charged by charging me for many more hours than the repair shop actually had access to the car.
  8:00 am - arrived at Cortese ford, 15 minutes checked in time
  8:40 am - confirmed need water pump. unsure how long it took to procure the water pump but pretty sure the mechanic did not have one laying around on his bench. So, by the time they called and had one delivered, maybe 1 hour.
  9:40 am - began working on replacing the water pump.
  4:00 pm - Car is done and ready to pick up.
  8:40 am to 4:00 pm - at the most, the mechanic worked on the car 7 hours.
  11.05 hours charged for labor
  7 hours labor available to work on car
  4.05 hours labor overcharged.
  This is not fair and honest practices of a reputable business.

  Business Response

  Date: 12/16/2024

  Hello, Thank you for the concern. We used the published labor time for the job. We do not charge less if we finish ahead of schedule, nor would we charge more if we take longer. Also, the job started as soon as the repair was confirmed necessary because the water pump isn't needed right away. A portion of the job is removing components to get to the water pump.  

  Customer Answer

  Date: 12/18/2024

  Cortese Ford’s response to my complaint verifies that their practices and definition of business operations are focused on benefiting their business and showing no concern with ripping off the customers. I am unsure what “published labor time for the job” they are referencing. I would strongly suggest they research the cost and labor for their service. My research indicated: “For a 2018 **** ****** with 49,000 miles, expect to pay between $375 and $787 for a water pump replacement, including parts and labor depending on location…” My total charge was $2507.40. They did not have my vehicle at their location for the price of labor hours they charged. I recall a sign at their service counter stating $189 per hour for labor. Charging me $2,099 for labor equals 11.05 hours the car was worked on to be considered for labor maintenance purposes. I had an 8 am appt. and checked in with the service desk by 8:30 am. They sent me a text at 4 pm notifying me my vehicle was ready for pickup. Simple math tells me my vehicle was worked on at the most 7.5 hours. Not the 11 hours they claim. My vehicle was on their property for at most 9 hours. And any intelligent person knows labor was not conducted from the minute you drove on the property until the minute you left the property. In addition to their labor rip-off, a 3% surcharge ($72.97) added to the cost of using a credit card should have been announced before any work began. Yes, I used Cortese Ford in the past for other simple jobs, inspections etc. without any issues. However, that was not the case this time. They had my confidence but now they have broken my trust in them, and I own that I chose to go to Cortese Ford. That was my mistake. Now all I can do is write complaints and reviews to caution other potential customers. 

• Initial Complaint

  Date:04/01/2024

  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.

  RE: Complaint Regarding Delayed Repairs to Vehicle and Lack of Communication
  Attn:General Manager
  
  Dear Cortese Auto Block Management,
  
  This letter is to formally complain about the delay in repairs to my vehicle, a 2021 **** **** * with VIN ***************** , which I dropped off at your shop on March 18, 2024.
  I was initially informed online that the repair/assessment process would be started that same day. However, upon arrival, I was told the website should not have allowed me to schedule and that they wouldn't be able to take a look at my car for a couple of days. I requested a quick turnaround and emphasized the inconvenience of being without a car for an extended period.
  
  Despite my request, I received no updates on the repairs. I reached out via chat and phone on multiple occasions, but received no response until the following Friday, March 22nd. At that time, I was informed that parts were being ordered and repairs would begin the following Tuesday, March 26th.
  
  On Tuesday, I contacted the shop again and learned that the repairs hadn't even begun. No explanation was provided for the delay other than late last week being told that another car was ahead in the queue and you were down a "lift".
  
  As of today, April 1,2024, I am still without my car and you are offering a Wednesday start date with no guarantee of completion this week. This translates to nearly three weeks without my vehicle, with minimal communication throughout the process.
  
  While a loaner car has been offered, I believe this is insufficient compensation for the inconvenience caused by the delays and lack of communication. I request a written explanation for the delays, a revised estimated completion date, and additional compensation for the extended repair time and my troubles.
  Thank you for your time and attention to this matter. I look forward to your response.

  Business Response

  Date: 04/18/2024

  To whom this may concern, this customer was able to make a "same day appointment" for an electrical issue with this his ******* **** *, which was a glitch in our scheduling system. We made him aware it would be a few days to diagnose it, but we would get it taken care of. Which we did by the second day. The diagnoses was a failed part in the main vehicle battery. This is a 15-20 hour job that needed to be scheduled in. The customer was given a replacement ******* ****** to drive in the interim. We started the job another week and a half later, and finished by the end of the third week. The customer picked up on Tuesday 4/16/2024.Best Regards,Keith O****

• Initial Complaint

  Date:07/16/2023

  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 have a 2003 **** ****** *** that I have properly maintained since its purchase in 2006, Lately I have been having some exhaust problems on the ******, so on June 22nd, 2023, I presented the matter to Mr. Darren V******* (service rep.) at **** Service Dept. for an overall second opinion from Monroe Muffler Shop. Mr. V******* insisted that I leave the truck with them and that he would call me back with the evaluation and what it would cost. He never called me back with an estimate. When I called him late afternoon they had already performed work on my truck without my permission.
  They welded an 8 inch pipe between the front catalyst and mid pipe in the area where I had already patched up with a metallic adhesive wrap, and they charged me $302.00. I drove out of their parking lot with the same noise I drove in with. Had Mr. V******* called me back with what they thought the problem was and what it would cost, I would have told him to replace the muffler as well because I had to patch the muffler in 3 different locations, and that’s where the noise was coming from. At that point I asked Mr. V******* how much it would cost to replace the muffler and he said it would cost an additional $500.00 and that they would have to order it from out of state. But they should have done both jobs at the same time and I would have paid for it.
  On June 29th, 2023, I called “***** *****” at *************) who is in charge of customer relations. He understood the matter and he said that he would have “Mr. V*******” call me on July 5th to schedule an appointment and that there would be no labor cost to replace the muffler. That was very nice of Mr. O**** to suggest no labor cost, “but it was not necessary.” On July 7th, I still had not heard from Mr. V*******, so I attempted to call him but he apparently was not in. So I left a message asking him if he had received an inquiry from Mr. O**** and that if he would, to please call me back. I have not heard from him.

  Business Response

  Date: 08/02/2023

  BBB spoke to the business and the following was relayed: It is a 20 year old truck.  He has an exhaust leak.  We did everything that we could for him.  He's only had the truck in for service twice in 20 years.  I'm happy to try and help him and do what BBB suggests.  If he would like to call me, I will take a another look at it for him at no cost but I can't guarantee anything after that.  Please have him call me directly if he would like us to take another look and we will set him up with an appointment.  Thank you. 

  Customer Answer

  Date: 08/02/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Hi, I was going to give you my response from Cortese **** but I saw nolink to provide that to you on your page. My response is that it isobvious that the truck in question is 20 years old and although I havehad it service only twice at Cortese, I have had it serviced elsewheremany times during those years. All I asked from this business was togive me an estimate on what it would cost to replace the entire backsection of the exhaust. Instead of calling me back with an estimate theyjust went ahead and added an 8 inch pipe when in fact it needed a newmuffler as well. I do not agree with this business practice, a serviceshould always call you with an analysis and an estimate. I don't knowwhat was so hard for them to see that I needed a new muffler and I amnot interested in free service. Since I have lost all faith in Cortese Ford, I had my brother who is aseasoned mechanic out in Canandaigua, NY. replace the muffler for me. Ihesitate to give him any work because he is up in age now and is limitedof what he can do. However, the matter of the muffler is resolved but Iwill never go back to Cortese Ford. I regret having to buy my wife a**** ****** from them. I think all of this might have been a misunderstanding but no one shouldever go through this. 
  Regards,
  
  ******** ******* 

• Initial Complaint

  Date:09/22/2022

  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.

  I am filing this complaint due to our vehicle taking 6 weeks to repair and on our drive home our vehicle wasn't even repaired properly.In the drop off paperwork as to what was wrong,a required and requested repair wasn't even completed and we didn't know that until after we left.This is leaving us to still need several repairs on the vehicle after it being in the shop for 6 weeks and us having to pay money when the job wasn't even completed.Our calls went unanswered for days,upon calling back when we could finally talk with something we got excuse after excuse, run around after run around.After we requested receiving documentation when we met with the owner,it was very clear they were lying to our face about when the replacement part arrived and why they didn't repair the vehicle for over a month after the parts were received.They supplied a loaner car covered under the warranty but only for 10 days,we were told after the ten days when we finally got ahold of someone on the phone that we would now be responsible to cover the cost of the loaner,even though the circumstance was completely out of our control and our vehicle was taking weeks to repair.When going in to pick up the vehicle(9/21/22)we met with the owner who said they were working on his friends truck and the job took over 50 hours as a reason as to why our vehicle wasn't repaired even though the appointment was on 8/12/22.The service manager completely lied to the owner saying parts weren't received until early September,when we examined the receiving documentation it was clear the parts arrived 8/17/22,5 days after we dropped off the vehicle.It still took over 4 weeks from that point for them to work on the vehicle,and it wasn't even properly repaired.They offered to make no concessions and insisted we pay for it and we wouldn't get the vehicle back until we paid.When they were caught in the lie they became upset basically insisting we take our vehicle and leave the property.many similar complaints onlin

  Business Response

  Date: 10/17/2022

  The parts were not all here on 8/17/22 as she states. All the parts did not arrive until 6 days before completion. The customer was told MANY times she is responsible for the loaner cost after 10 days. 10 Days is the most her extended warranty would cover , regardless of parts delays (which is as you know is common place since covid). I personally told her We would not cover the loaner and she chose to stay in it , then refused to pay for it when they came to pick up vehicle. She became irate at the cashiers office and met with the owner and was rude and swearing at him. The owner told her to pay the bill and leave immediately. She then was upsetting other customers and her husband went  outside and screamed at one of our sales customers upsetting them by telling them never do ******* business here. The customer was very unnerved and the GM was there when it happened. He was then asked to leave. They paid the bill after about 30 minutes of yelling at employees and other customers. After they left he called back and said he was coming back to discuss something he said wasn't addressed when it was here. I spoke with him on the phone and told him not come back or the police would be called. He said "you better have the police there". He pulled in got out of his vehicle started to walk in (with a knife visable in his pocket by our finance manager) before many people telling him to leave. the cops were called and he left right before they got here. the police officer wrote a report (report # ************* ******** Police stating he is never to be on the property again and to call 911 if he comes in. Since then she has stopped payment on her credit card. Keith O****   

  Customer Answer

  Date: 10/18/2022

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Rebuttal- Customer Response 1) The parts were not all here on 8/17/22 as she states. All the parts did not arrive until 6 days before completion.I would challenge their response claiming the parts were not there by August 17th. The receiving paperwork(reattached for review) shows arrival of the turbos and turbo assemblies on 8/17 and then old ones were returned for the core reimbursement on 9/21. Please review attached. If they want to claim that antifreeze and oil is what delayed it, I would challenge that these items are already present within the facility in stock, then are "pulled" from stock for jobs. They likely are not pulled from inventory until the day they actually do the job(inventory tracking purposes). And again, I'd want to know specifically what parts had not arrived to complete the job. They aren't ordering and having oil and antifreeze delivered every time they complete a job that requires it. Also, let's say they did arrive only 6 days before the truck was finished. That gave them another 48 hours(more than a full week), to do the job. You'd think after multiple phone calls, etc, they'd see this job as a priority. Customer Response 2) The customer was told MANY times she is responsible for the loaner cost after 10 days. 10 Days is the most her extended warranty would cover , regardless of parts delays (which is as you know is common place since covid). I personally told her We would not cover the loaner and she chose to stay in it , then refused to pay for it when they came to pick up vehicle.After both of us calling and leaving voicemails multiple times, it was when I finally got someone on the phone that we were told me about having to pay for for the loaner, at that time, it was already past the ten days. You'd think the business would have enough courtesy to call the customer and advise us the vehicle won't be fixed due to parts delay and anything past ten days we'd be responsible to cover the loaner car. That is another reason, simply put, that left us literally feeling ripped off especially because our truck wasn't even fixed! Instead we had to call multiple times finally reach someone on the phone before we were told. The fact they didn't fix the truck for 6 weeks after having it dropped off shouldn't be our fault. The vehicle was not in driving condition so we had no choice but to keep it, not thinking it would not take another SIX weeks after that point in time-after having it there already for 2+ weeks. You know maybe another week or two, instead we had to pay $450+! Again, I challenge the parts being late, which is part of their excuse here. And we paid the bill, so the refusal claim is inaccurate. Yes, we were told many times after finding out we'd be responsible, because we kept asking about it hoping they'd waive the charges.Customer Response 3) She became irate at the cashiers office and met with the owner and was rude and swearing at him. The owner told her to pay the bill and leave immediately. She then was upsetting other customers and her husband went  outside and screamed at one of our sales customers upsetting them by telling them never do ******* business here.The owner was rude and swore himself, told me they were fixing his friends truck which was one of the reasons for delay, which I see as complete nonsense and poor excuse as to why our vehicle was not repaired. I'd like to add the time it took to replace the turbos was only an 11 hour job( we asked them). Why it took them 30+ days after they'd already received parts when the job only took 11 hours. That gave them(starting on August 17th) more than 220 working hours, looking at only business days and figuring an 8 hour work day. I dont recall other customers being in that area. I was asking a question(which they couldn't answer) the guy literally turned around and walked away from me. I raised my voice as he walked away, asking him where he was going and why he couldn't answer my question. I challenge the claim we told another customer to never do ******* business here. I agree I said something to that effect, but hey I was lied to, forced to pay a bill I didn't feel responsible for, it took 6 weeks to get the truck back and the job was not properly completed. I have every right to say that to anyone what a bad experience it was. Customer Response 4) He was then asked to leave. They paid the bill after about 30 minutes of yelling at employees and other customers. After they left he called back and said he was coming back to discuss something he said wasn't addressed when it was here. I spoke with him on the phone and told him not come back or the police would be called. He said "you better have the police there""They paid the bill after about 30 minutes of yelling at employees and other customers," is just a ridiculous claim, trying to make me look bad and spin this around like they are the victim. we felt we were so wronged, that my husband did want the police there to document what happened and we felt like we literally ripped off from a business. Took our money and didn't fix the truck after having it 6 weeks. Why should we have to pay?Customer Response 5) He pulled in got out of his vehicle started to walk in (with a knife visable in his pocket by our finance manager) before many people telling him to leave. the cops were called and he left right before they got here. the police officer wrote a report (report # ************* ******** Police stating he is never to be on the property again and to call 911 if he comes in. Since then she has stopped payment on her credit card.I literally cannot even think how I would respond to this claim, except that we were never contacted, let alone charged by the police for any wrongdoing. If he had "brandished" a knife and posed a possible threat when he walked in, you'd think we'd most certainly have heard from the police. In addition, we were never even notified by the ******** Police that "he is never to be on the property again." When he claims "since then she has stopped payment on her credit card," We received a phone call from them early last week that they would cancel the October 24th appointment unless we've reinstated the payment. Keith clearly must be aware of this as they did not ever cancel the appointment. We also we're personally invited back via phone call the very next day so they could look at the truck again.At this time, it should be noted the job was not done correctly the first time, or even the second time(as this has progressed since the complaint was filed). The first time it was again in their possession 6 full weeks and the second time 2 weeks. It should also be noted the second time they had the vehicle they put 71 miles on it to "clear the codes." To drive 71 miles in a customers truck is quite a bit of gas, costing us an additional $20-$25+. We had to return the loaner car full of gas, which we did, it was my mistake ever thinking they'd have the common courtesy they expect of us. Also, They offered a loaner completely covered on them, as it went past another 10 days. After the 2 weeks when we got it back, it was STILL not fixed right and we have yet another appointment on October 24th to have them hopefully fix it this time.  
  Regards, 
  
  ******** ******