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:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i paid 1362.10 for a timing chain. a week later i called and said the check engine came back on. i took it back down they said the computer neeed cleared. week later it broke down cost 165.00 to tow it back, 3 days later they called and said they added 2 quarts of oul and blew out the tthrottle for 53.00. i pick the car up around 6 drove 2 miles and it sat. at 10:45 i went out to start it wont start. so i called a mobile mechanic and he pulled up codes and came back timing chain, then he pulled the cover and took pictures to show its not lined up. so i called and try to tell her and she no it need cleared. i said no i have ppic, she said bring it down which was thursday morning, then friday she asked to send pictures, didnt hear anything, so my son went down late tuesday. her and my son had words, then the next day i recorded her talking to me, she told my mechanic not to call back. she said it was going to take 3 to 4 hours to pull it up. then she will show us it right and i would have to pay to put it back together, it only took my mechanic and 1 hour to pull it, he told me they are going to fix it and make us long like idiots and i would have to pay to put it back. she as nasty to me when i called the recording was very very rude and she also told my mechanic not to call there again and was rude to him. all i want is my money back so i can now pay to get my timing chain fixed, oh and because i posted our phone call she got the police ( which is family yo her} to put a felony charges on us if i dont take it down, but before i took it down so many stories came out about them. my son lost work and i lost a month worth and still out from work. rthank god my sons boss helped him get thur work. all i know she is nasty you cant tell her shes wrong, at the end of the day my car sits outside until i can afford to get ity fixed after we lost work because of them. ps my car ran better before we changed the part. so help us little people .

  Business Response

  Date: 08/08/2024

  **** ***** had her vehicle at our station for the timing chain replacement on 6-21-24. During the repair, after tear down of the vehicle, our mechanic found that the crank sprocket was slightly worn, unfortunately this part is only sold as the whole crankshaft, which would mean the engine could have more issues & need replaced in the future. This was also noted on the customers original repair order (attached). On 7-16-24 the customer had her vehicle brought back in for check engine light & stalling out issues. We scanned the vehicle at no charge & found the same codes stored in the PCM which are as follows: ***** * ***** cam & exhaust correlation codes- which indicate timing chain or engine issues. The vehicle was also 2 quarts low on oil, but there were no present oil leaks found. This could also indicate the oil is burning out of the exhaust- which proves another internal engine issue. Low oil can also be a cause of these codes. We added oil, cleaned her throttle body & cleared the codes for her to drive. On 7-18-24 **** ***** called our office, stating her check engine light was on again, at this time we were extremely busy with appointments & also had 2 mechanics off on vacation. We told her we could look at it any day the week of 7-22-24. The customer argued with our office manager that we needed to look at it sooner, even though we did not have any appointments available, we told her to kindly drop off the vehicle that day and we would try to work it in over the next day or so. She also stated she had another mechanic look at the vehicle, and provided pictures, showing the timing chain was not lined up. The photos she had do not show anything of the sort- the timing chain is on the vehicle properly & not the cause for the current issues. The customers son, **** ******** came into our office, with customers & employees to witness, & was screaming at our office manager. When she asked him what vehicle he was there for, because we did not have his name listed on any of our current or past repairs, he called her a ***** ******* ****** and continued to cuss, he even yelled at our Napa delivery driver. He was asked to calm down, when he did not he was told to leave & we started to call 911. After this altercation, **** called the station, recording our office manager without her consent. Our office manager was still very kind to her (shown in recording) & offered to remove the side of the engine to tear the vehicle down to the timing chain to show the customer that the timing chain is on correctly. This is a 3-4 hour job to do so, at which we offered to her at no charge. We told **** that when doing this, we want her to be present with her mechanic, so they can both see the timing chain was installed correctly. We stated that we would not put the vehicle back together for free, as this would be doing the entire job twice, for free, which I am in no way obligated to do so, especially when knowing this vehicle has an engine issue. The customer continued to argue over the phone & then screaming so our office manager could not even speak. Unfortunately, her son, ****, has a long criminal record & that was brought up during the conversation (drug possession history, animal cruelty, theft & theft by deception). The phone call ended with **** still agreeing to our offer. We told her the vehicle would get started on that day. We hung up with her then called her mechanic to let him know we would tear down, then he can come to our shop to view the timing chain. He agreed. Within an hour of this conversation, **** & her son **** started posting all over Facebook about our business, and one of the owners, ****a, personally. They stupidly uploaded the phone conversation to Facebook. The police filed charges for felony wiretap violation & both **** & **** will be charged criminally. Lenzi Service Station is also suing ***** **** & the administrator of the Facebook page where the recording was uploaded, civilly for defamation of character, harassment & wiretap violation.

  We are still unsure why they would go this route, when we were more than accommodating to their requests & offered to tear down the vehicle to give them peace of mind. We strongly feel their plan this whole time was to try to get a refund, because as she stated, they do not have money. Unfortunately, we deal with these types of people on a daily basis- especially when towing for state & local police.  We will not offer any refunds to this customer. 

• Initial Complaint

  Date:06/14/2023

  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.

  This shady business refuses to release my vehicle. It avers I owe it $79.50 for something. I never authorized or requested it to do any work in my car. AAA towed my car to Lenzi's by mistake. Nevertheless, I tried to pay them with my debit card but they said they want cash because they think I will dispute the charges. I am 85 years old and in failing health which this business is jeopardizing by holding me car. I have been forced to cancel several doctor"s appointments because of this business's questionable conduct. It's reputation in my area is very derogatory. I desperately need my car as another repair shop has been waiting for it for more than three weeks now. The public needs to be warned about the deceptive and corrupt practices of Lenzi Service Station, 149 W Main Street, Monongahela PA 15063 . Phone: 724-258-8531. Please have my car returned to, my failing medical condition depends on it. Thank you.

  Business Response

  Date: 06/19/2023

  This vehicle was towed to our property via AAA the week of 5-15-23 for no power, engine light issue, noise in engine. On 5-22-23 we scanned & diagnosed the vehicle & found a transmission issue. I called the customer immediately to let them know the issue & gave them a transmission shop phone number for the repairs. We did not hear from the customer again for 3 weeks. At this time, a woman called saying AAA will tow the vehicle off of our property- she did not understand why she had to pay a diagnostic fee. They called AAA anyways, without paying. We let AAA know there was an outstanding bill- at this point the owner of the vehicle called me & yelled at me, telling me we are the worst business he's ever dealt with, and so on. For being a very sickly man, like he states, you wouldn't think he would have the energy to scream & yell! I told him because of the way he spoke to me, it was my discretion to accept cash only as payment for our diagnostic fee. Our field rep from AAA called questioning the situation & agreed with our decision. **** also called the Monongahela Police Department- from there we explained the situation & they also agreed with our decision & let **** know that it is our discretion, the police also informed him that we would start charging daily storage fees for the vehicle sitting on our property. ****s response to the officer was " I don't mind paying storage fees but I am not paying a diagnostic fee." This confused everyone. The vehicle is still on our property- waiting for payment. Today, 6-19-23 the diag fee with storage is totaling $ 185.50- cash only. It will continue to increase daily. 

  As always, we stand behind any of our repairs or diagnostics & we set a high standard for our business, which is why we have the great reputation that we do. Unfortunately, when working with the public, you will come across people like this that expect your time & services for free & would rather fight & argue than pay what is owed. 

  Customer Answer

  Date: 06/28/2023

  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.
  
  
  

  As we expected, this business has provided to you false and inaccurate information in it's response to our complaint.  Accordingly, we respond said response as follows:

  Our vehicle was towed by AAA to Lenzi Service Station by mistake; we never requested AAA to tow our car to that questionable business; we never requested Lenzi to perform anything on our vehicle and by doing so on their own, they violated our right of privacy; we do not believe this business ever scanned & diagnosed our vehicle and found a transmission issue, in fact prior to our car being towed to Lenzi, we had a scan performed on it and no such transmission was ever noted; as for Lenzi giving us the phone number of a transmission shop for repairs we became suspicious because our scan of the vehicle never noted any transmission issue and considered Lenzi's so-called referral nothing more than a scam; as for Lenzi not hearing from us for 3 weeks, they were informed that Mr. ****** had been in the hospital for spinal examination and treatment; as for a woman who called saying AAA would tow the vehicle off Lenzi's property and that that  woman did not understand why she had to pay a diagnostic fee, that's because that woman never authorized any diagnostic service to be performed; as for someone at Lenzi's calling AAA, we don't believe anyone at Lenzi's ever called AAA, AAA never told us that someone at Lenzi's had called them; as for the owner calling and yelling (at me??) this is an outright LIE, the owner never called and yelled at anyone at Lenzi's; as for the writer of Lenzi's fabricated response, we offered to pay a $79.50 unauthorized scam fee with our Federal Credit Union debit card but a clerk at Lenzi's demanded cash even though that business clearly advertises it accepts a Visa card; as for Lenzi's AAA field rep agreeing with Lenzi's decision?? (demanding cash), that is another blatant lie, we talked with 7 AAA agents and everyone of them told us how terrible Lenzi was treating us and that they dib not understand why Lenzi was doing so; as for **** calling the Monongahela Police  Department, he did do that and was shocked to learn that Lenzi had a relative serving in that police force--so you know how far **** got with that; as for Lenzi and it's so-called discretion, it's nothing more than
  another deceptive business practice scheme being utilized by this questionable business; as for charging storage fees, we aver that such fees are illegal and another deceptive scheme to cheat the public.  We never asked for our car to be towed to this crooked business and aver that we owe it absolutely nothing; as for Lenzi setting a high standard and having a great reputation, whomever wrote that must be joking, all you need do to learn what kind of reputation Lenzi has is to go to the YELP website and see what it's prior dissatisfied customers have to say about their business; as for coming across people like **** ******, the writer of Lenzi's response might be surprised to learn that **** ****** holds Master's Degree in Business Management and operated his own transportation business for 30 years.  And there are no negative reviews on Yelp about him or his business either.
  
  In conclusion, we aver that Lenzi's response to the BBB is fraudulent, untrue and frivolous and must be construed as such by this Honorable BBB.  
  
  Respectfully submitted by,
  
  **** ** ******

   

   

   

   

• Initial Complaint

  Date:03/29/2023

  Type:Sales and Advertising 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 was quoted one price and I needed more money to get my vehicle back which they have had for 3 weeks.

  Business Response

  Date: 04/10/2023

  The customer approved all repairs with prices, as we went over them several times because the customer kept adding more repairs to have done. The vehicle sat at our location after repairs were made because the customer had a church pay for most of the repairs- we had to receive the check before releasing the vehicle, as any business would do. The church paid $748.00 towards repairs- the customer owed $95.76- which they were told. There should not be any confusion or question. 

• Initial Complaint

  Date:12/04/2022

  Type:Billing 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.

  yesterday lenzi towing came onto private property and towed away a card saying it’s junk because I had no plate on it. The car was parked in my dead end street driveway that has only 2 other houses in the street the car was not ripped apart I am must waiting for the new papers to come for it. I called lenzi and the driver hung up on me and said he can do what he wants bc it’s “illegally parked”

  Business Response

  Date: 12/05/2022

  This vehicle was impounded by the Monongahela Police Department due to the vehicle being tagged as a "junk" vehicle. The owner did not have the vehicle moved or inspected in the timeframe that the police department gave. The police were on scene when the vehicle was towed by our facility.  If the owner of the vehicle has any other questions, he can contact the police department.

  Thanks,

  Erica