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Business Profile

Auto Repairs

Sarks Automotive, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Repairs.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/07/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 bought a used 2019 Ford Escape on 9/21/2024, along with a warranty from ****. The car worked perfectly until it suddenly shut off as I was driving it late on 11/19/24. I had it towed to Sarks the next day on 11/20/24. I told Justin, the service manager, that I needed the repair done as soon as possible, being this was my family’s only car and my warranty only paid for 5 days of a rental. I didn’t hear from Justin until Dec. 2 (12 days later), when he told me the warranty people would not approve an engine replacement until I agreed to pay a $900.00 charge for a breakdown so ****’s representative could verify the engine needed to be replaced. I gave Justin my approval on Dec. 2, and again stressed how urgently I needed my car; the rental costs were killing me. My mother got involved on Dec. 13, and talked to Crystal, another service manager to see what she could do to get things moving. Crystal made sure it was taken care of that day. They verified it needed a new engine, and contacted the warranty company to send out their representative. **** was great, and sent their person out on 12/16/24 to approve the cost of the used engine. I did not receive my car back until 1/3/2025–a whole 6 weeks after they received my car! My rental charges have totaled $2454.80, and my cost (not covered by the warranty) was 1,450.12—a total of $3904.92! But worse than that, when I picked up my car on 1/3/25, my car horn now honks randomly, or not at all, and when I drive it on the interstate at 70 m.p.h., a loud sound from the engine (similar to the sound of a blown out tire clanking loudly) is now how my car sounds. Justin said (when I picked up my car), that the horn was doing that before I brought it in (a lie) and now, they are ignoring my calls to tell them about my engine sound. They are incompetent to get the job done right, and I want them to pay a Ford dealer any costs needed to repair their damage they’ve done to my car. Beware of this dishonest repair shop!

    Business Response

    Date: 01/07/2025

    ***** thank you for sharing your opinion. With you insisting we give you a discount and not receiving one we honestly expected to get a bad review from you sooner than today. We kept you in the loop the entire time. If you want to be mad at anyone be mad at your warranty company for insisting we do a tear down when it was very clear the engine was bad and a tear down was not needed. But you were informed of the cost and agreed to have the tear down done so you are responsible for that cost. Your warranty company also was well aware of the time frame as were you and your family and maybe you need to press the issue with the warranty company to reimburse you for the rental fees. We do not make the parts and are at the mercy of the vendors when it comes to time frames. We did talk to you about your horn going off from the day it came to us. You were advised we could see what is going on. You never called again so as for us ignoring your calls- I am confused. Our caller id does not show any calls, text or messages from you at any point after January 3rd the day you received your vehicle back. As for reimbursing you- we do not owe you anything so that is not an option. If you want us to look at your horn or if there is any further issues with your vehicle please feel free to contact us so we can look at it. If you are experiencing issues over 70 mph come by and we will ride with you to duplicate the issue. As for paying the dealer for you- that will not happen. When your vehicle was brought in to us we could not test drive it because the engine was locked up. So if there is issues at highway speeds we will look at it for you and see what is going on. Call us at 864-520-1161 and let us know . Thank you

  • Initial Complaint

    Date:12/05/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    Date of Transaction 11/28/2022
    Amount paid $500.00
    Company would not honor their claim which is $400.00 cheaper
    Now the company want to charge me a restocking fee for work never completed. I don't even know if they ever got the parts it is just word of mouth.. but below is the issue at hand.
    I would never recommend anyone to this place. I took my vehicle in for work , they wanted a deposit. I with good faith gave them $500 down. I told them to hold off on doing repairs until they here from my insurance company adjuster. The adjuster did not agree with their estimate so they would not honor the insurance adjuster claim report. I informed them that I will take my car elsewhere. They tried to hold my car hostage. I had to contact the police department for them to intervene to get my vehicle back. Now I am being told they will not reverse charges to my credit card I have to wait on a check, mind you none of this is in writing.

    Business Response

    Date: 12/05/2022

    We understand you are confused so we will try our best again to explain to you the facts here.

    1- your insurance company did go over everything with us and agreed to everything, but you have a $2000 deductible. That is not our deductible that is your insurance company deductible.

    2- the deposit you made was for us to order the parts needed to start the repairs in which you told us to order and get the parts in so we can get your vehicle back on the road.

    3- you sent a tow company to get your vehicle without notifying anyone so since we were not able to be in contact with you, we did not release your vehicle to them since we were unaware of you sending them. That is for your protection. What if some random person just showed up to take your vehicle and we released it and it wasn't even you who sent them? Silly for you to not even notify anyone if you were having it towed out.

    4- Since all this transpired on a Saturday afternoon and we were unsure of costs for restocking fees that may be due from the dealer we told you we would let you know Monday after we spoke to the dealer and advise you at that point what if any restocking fees may be due. We will not pay your fees for restocking if the dealer is going to charge us. This is our policy, and we have signs posted in our lobby. Actually, our signs say NO REFUNDS for special order parts but since the dealership is local and we do a lot of business with them we are sure they wouldn't charge us full price for restocking, so we were willing to pass that along to you.

    5- The police did call us and tell us that you notified them that we wouldn't release your vehicle to some random person and after we explained the situation to them they agreed with us and until the police calling us to let us know you contacted them - you still hadn't reached out to us about having the vehicle towed out. 

    6- The  $400 price you are saying we have no idea what you are talking about.......... The problem here is that you don't want to communicate .

    7- Also out of the $500 deposit you made other than restocking fees you have a diag fee that will be deducted out of the deposit...............

    8- As we stated on Saturday after the dealership determines what they are refunding us for the parts you asked us to order you will receive your refund or feel free to come by and get the parts that are here.............................

    9- Its fine with us that you don't want to come back but we have NOT done anything wrong to you. It is your lack of communication that got this to the point that it is at the moment. Best of luck to you but we are both better off going our separate ways.

    Customer Answer

    Date: 12/06/2022

    They reversed the charges back to my credit card to my bank. Thank you for listening, and thank the lord I got my money back.

    Regards

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

Sarks Automotive, LLC is NOT a BBB Accredited Business.

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