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:08/07/2023

  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 made an appointment for my wife's car in March. The vehicle is still not fixed. We've went weeks and months with no communication. He was reluctant to return calls and made every excuse possible why the car wasn't finished. We are now in August. He still has the car. After a few thousand being payed he says he can't figure it out and says he recommends the car being towed to somewhere else. The car drove fine until It went to him for suspected easy fixes. Now we have a vehicle that isn't safe for my wife to drive to work. We have all emails and call records dealing with this situation. Any help is greatly appreciated. Thank you

  Business Response

  Date: 09/27/2023

  -    In regard to any communication,
  the primary manner with client was through email, as it was optimal for efficiently
  updating & in providing any images/pictures of our findings, vehicle issues, & service update(s). This manner was also the best as per client preference with their work
  schedule(s). Updates were provided when portions of service, diagnostic, &
  repair progressed &/or was completed. Client notified on parts orders & status for various
  items as ordered/received. There was over (45) collective e-mail
  correspondences, as well as phone conversations when required with client(s).

  -   After client
  dropped vehicle off for appointment, & upon initial vehicle start to pull the
  vehicle in, engine was misfiring & shaking badly with a Check Engine Light
  illuminated on the dash. Initial scan of vehicle electronic management showed (11)
  fault codes present in the Engine Control Unit (ECU). Further evaluation of
  engine mechanical & diagnostic on electronics, was performed based on present
  (ECU) codes. After evaluation, a number of key items for proper engine &
  electronic operation were found to be broken, incorrect, or incorrectly
  installed. After discussing findings with client, notification that these items
  were required to be addressed before we could proceed any further. At this time client
  approved. Client also informed us at that time that the referenced items/issues
  were from client servicing prior.
  

  -   Client was billed
  for parts, labor, & servicing, accordingly & as quoted. Initial
  evaluation charge was waived as client wished to carry out repairs. Client’s
  labor charge was also discounted in an attempt to assist with costs on the
  collective invoice. Parts costs for prior damaged, broken, incorrect, or
  incorrectly installed items that were required to be done, was the primary cost
  incurred making up approximately 75% of the total cost on client invoice.
  

  -    In replacing parts
  & servicing vehicle as discussed with client, the initially present (11) fault
  codes present in (ECU) was decreased to (4). Results with discussed with client further,
  & informed that now more in-depth diagnostic was needed (such as, but not
  limited to) Timing Chain Evaluation, wiring, wiring harness, & connectors,
  engine compression check, & further electronic data logs would be
  performed. Client approved on the service recommendation(s) in what would be
  most cost-effective attempt to resolve remaining vehicle issue(s).
  

  -    Final diagnostics carried
  out as per VW tech-line procedures & checks, with in-depth wiring diagram
  diagnostics & log data checks, including any required parts items required.
  Process carried out & diagnostics completed, including any related
  labor/time required. Vehicle was still running out of manufacturer specification(s)
  & generating cylinder misfire(s) despite any and all reasonable efforts.  A determination of more significant cost
  potential to remedy vehicle issues was disclosed to client. Client was informed
  of the potential that Catalytic Converter Assemblies, Wiring /Electrical issue(s),
  and Timing Chains & Component Servicing (with vehicle having over
  160,000mi) should be addressed. Due the excessive costs of servicing and significant
  additional labor/ time, it was offered to client (with their expressed discontent
  at that time) that we would be willing to incur expense to have the vehicle
  towed to the local VW dealership, for client to attain a second opinion
  &/or validation with all of our findings. Any remaining Labor Hours,
  Diagnostics Charges, Parts Costs, & Shop Fees at this time was not billed to
  client, & incurred by the business(Collectively over $1250.00) in an attempt
  in good faith to resolve client dissatisfaction in not fully resolving issues
  with vehicle. Attempt(s) were made to follow up with client inquiring if a second
  opinion or dealer evaluation was performed, but no further communication or
  response(s) have been provided by client(s) to date.