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:03/08/2024

  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 took my car in around January 30. Because I was on the highway driving and the car indicated that it was overheating. I took it Mason & Son to have them take a look at it for me. Well the gave me a list of things that my car needed. We had to transmission cooler and one other thing done. Well my main concern was the car overheating. After getting the car fixed it would continue to do the same exact thing. I have it on video along with the dates. To make a long story short, I took the car back several times to be fixed with no charge and again each time we got the car back, it was doing the same thing. This last time I received the car back, its even worse than it was the first time. Now they want me to pay to fix it when initially the problem has never been fixed to begin with, if anything its worse. I was given their service vehicle to drive not a rental even though I was not able to work my job doing uber eats because uber requires me to work in the vehicle that listed which is my personal vehicle so not only is my car not fixed but I have not been able to work. With being said, I've had to contact the lawyer which i was trying to avoid doing so.

  Business Response

  Date: 03/21/2024

  We appreciate you taking the time to bring your concerns to our
  attention via the Better Business Bureau. We understand the frustration and
  inconvenience that you experienced when your vehicle overheated prior to
  bringing it to us. Automotive break downs are typically not expected and we
  apologize for the inconvenience that it caused. Please be advised that any time
  any one drives a vehicle with the temperature gauge pegged hot, there is the possibility
  of engine head gasket and or head damage which may not be evident, as was the
  case with your vehicle. Although we advise of this disclaimer when a vehicle is
  driven hot, we always hope that it’s not the case.
  Upon reviewing the details of your complaint, we want to provide
  a comprehensive response to address each point raised. Firstly, regarding the
  repair on the cooler and the subsequent overheating issue, we want to clarify
  our process and the steps we took to rectify the situation.
  When a vehicle is brought in for overheating, it is our standard
  protocol to address any known coolant leaks before proceeding with further
  diagnostics or repairs. The replacement of the cooler was part of this initial
  step to ensure the known coolant system leak was remedied. However, we
  acknowledge that despite this repair, the overheating problem persisted.
  In our efforts to resolve the issue, we provided you with a
  loaner vehicle to minimize any inconvenience while we conducted further tests
  and repairs. We proceeded to replace the thermostat at no additional charge to
  you, and during our testing period of a week, we did not observe any further overheating
  issues.
  It is crucial to note that automotive issues can sometimes be
  complex and intermittent, as was the case with your vehicle. We replaced the
  thermostat with a factory part to rule out any potential component-related
  issues. Despite these efforts, we understand that you experienced overheating
  again shortly after picking up your vehicle.
  Upon reevaluation and consultation with your father, we again suggested
  the possibility of a head gasket issue, a more intricate problem that could
  contribute to overheating. To assist in diagnosing and potentially resolving
  this issue, we offered to apply head gasket sealant at no cost.
  We understand your disappointment and frustration with the
  situation, especially given the investment you've made in your vehicle. As a
  gesture of goodwill and to demonstrate our commitment to customer satisfaction,
  our team offered to replace the head gasket and provide a credit for the cost
  of the cooler replacement, to which you accepted.
  While we believe that we addressed the initial coolant leak and
  subsequent issues to the best of our abilities, we value you as a customer and
  want to ensure that you are completely satisfied with the outcome.
  Again, we appreciate you as a customer and are thankful that you
  allowed us to be of assistance.
  Sincerely,
  Mason
  and Sons

• Initial Complaint

  Date:12/30/2022

  Type:Billing 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.

  My husbands car was towed for repair of a head gasket to your shop on December 3rd. The shop called to let us know it was ready a few days later but it would not run. My husband went up to the shop and looked at the engine and found that the distributor cap had water in it and the hood had been left off throughout the weekend.
  
  On Saturday, December 19th my husband noticed an issue with his car losing power. We contacted the shop and they told us to bring the car. We made it less than 2 miles down the road and the car broke down. The shop had the car towed to them. On Friday, December 23rd Bailey contacted my husband telling him he “thinks” it is the distributor so he would order the part and see if it fixed it. Last night we received a call saying it was fixed. This morning they informed us the price was incorrect and it would be $800 or so.
  
  When we inquired about whether the water exposure could have caused the damage, Bailey assured me it could not have caused the damage. I contacted 3 other mechanical shops and they all confirmed that it “absolutely” could have caused the damage.
  
  This damage would have been prevented had the shop left the car out of the rain. We are being overcharged for parts and labor. We are being charged for an issue caused by the shop along with an $135 inspection fee when they just ordered parts and put them in to see what the problem was. I am extremely displeased with the service and corruption that has been displayed by this shop.

  Customer Answer

  Date: 01/03/2023

  The consumer stated this issue is resolved.