ComplaintsforApex Auto Repair

• Initial Complaint

  09/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Apex Brake & Muffler to see if I could have the dashboard replaced and they charged me $9,800 for the repairs. 2 years later my no work has been done on my car, and my car is in worse condition. Somebody smashed the back window, was living inside of it, and was stripping parts off the car. It's a 2016 **** ******** that I currently still make payments on, and it has made things very hard for my children and I

  Business response

  09/21/2021

  Customer’s vehicle was towed to the shop due to the dashboard, steering column, shifter console, and floor boards all melted and destroyed due to a fire. Windows were also smoked due to the fire.
  

  As for the price of repairs, customer had no covered insurance for this repair job. We let customer know this is an expensive job, and would take a while to complete.

  
  Finding the many parts to replace the fire damage has been very hard to place & process. Specialty parts have to come from the dealer, and 98% parts needed to be found in junk yards. For such a steep price we let the customer know portions of repairs would need to paid before ordering parts. 

  
  After the COVID-19 shutdowns in March 2020, parts in the automotive industry became very backed up, and experiencing many shortages, which is still an issue to this day and has affected every industry.

  
  Customers have stated to stop, and start work multiple times throughout the duration of the vehicles time at our shop. We have stayed in contact with the customer through the duration of this time.

  
  Customer came into shop after filing BBB complaint and expressed their dissatisfaction.

  
  As all shops state, we are not liable for any damages or thefts that occur. However, to satisfy our customer we covered the full repair cost for the window.

  
  We have issued the customer a refund of $5,000. We are waiting for the rest of the parts for the vehicle to processed as returned to issue the second refund to customer.

  
  We believe and hope this has satisfied our customer.

  Customer response

  09/22/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 5 I was driving home in my ********** 2019 when all of the sudden my engine power down and my engine lights and hybrid lights went on asking me to stop in a safe place. I called Apex the next day and they told me to bring the car in so I did. Owner was incredibly rude to me. I needed my car I swallowed it. A week later the car breaks down exactly the same way. This was a fuel pump recall by ******. There are 3.3 million cars involved. Apex claims not to know anything about it, he also claims that his diagnostic system did not diagnose it. He charged me $400 and refused to refund it to me. He agreed to give me credit for the money. When my sons car had an oil change done for $80 he charged him. When I called to get a refund for the money he started yelling at me. The man is a bully and I am sure that if I was a man he would not have T treated me in this despicable manner. I want full refund for what I am owed by this business. -2 oil changes, and refund of the extra $80

  Business response

  08/18/2021

  The 2019 ********** showed up in our shop for an issue, we had fixed the issue. Customer brought back her vehicle two weeks later with another issue.

  Our computer system did not show an open recall on her vehicle. We called ******, and the dealership told us there is an open recall and by her mileage the recall was past due, which is why it was not showing up in our system.
  

  We made her an appointment to bring her car over there, the dealership said there was something they could do.

  To satisfy our customer we offered her (4) free full synthetic oil changes on her, and her son’s vehicle which comes to around $400.
  

  Her husband, a long-time customer, later came in with a different vehicle for an oil change. We charged him, he paid with no issues as this was a different vehicle. He did not state this was his son’s vehicle.
  

  We received a call from the customer herself, demanding that we need to refund her husband for the oil change on the other vehicle.
  

  We explained that the (4) synthetic oil changes are for her & her son’s vehicle only, not her husbands. She then explained it was the son’s vehicle the husband brought in.

  We have refunded that oil change & explained we need to know the vehicle that is her sons to be able to apply the offer.
  

  We have extended our customer service & satisfaction on this matter and unfortunately our customer is unsatisfied. The oil changes on her & her son’s vehicles still stand. We hope this deal will offer satisfaction.

*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. ↩