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:06/23/2024

  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.

  June 21, 2024 I engaged with ****, the owner, and *****, a coworker, regarding modifications to my 2023 ** Corolla. Specifically, I requested installation of new wheels at The Mod Garage, for which I paid $1020 via Zelle intended for new tires. It became evident that the stock studs of the ** Corolla were inadequate for the aftermarket wheels, prompting me to request installation of extended studs that I would supply. According to documented communication, **** responded affirmatively with "sounds good" to my exact specifications. However, on the scheduled day of installation, **** informed me that no appointment had been arranged and advised me to wait until the first week of July. Expressing my dissatisfaction to *****, who had purchased the tires on my behalf, I characterized this as unprofessional behavior. Initially, ***** offered to proceed with installing the extended studs at the shop, but subsequently retracted due to time constraints, stating "there is not that much time." Shortly after, **** contacted me expressing displeasure at my characterization of his business as unprofessional. In response, I informed **** that I intended to return the tires. **** asserted that once tires were mounted, they could not be returned, despite the absence of a signed contract outlining return policies from both parties. In an effort to resolve the issue, I visited the shop in person. During our discussion, **** remarked that "you seem unstable and I dont feel comfortable working with you," which deeply affected me, considering my status as a disabled veteran coping with PTSD. This encounter led to a distressing emotional reaction within The Mod Garages office, where I tearfully conveyed my sense of disrespect and frustration. I emphasized that had I been aware of these challenges earlier, I would have purchased tires elsewhere and chosen a different shop for the installation. Ultimately, **** refused to accept the return of the tires or issue a refund.

  Business Response

  Date: 06/24/2024

  -This was written to the customer but explains the situation-
  
  "Hello ****. Lets try telling the whole story.
  
  You wanted tires for your new wheels you bought, and wanted extended wheel studs installed. I then had ********************* you on some new tires for your wheels, and they were delivered to our shop the next day. Up until this point, there had been 0 estimates sent, appointments made, or discussion of exactly what day and time you could come in for an install. You then messaged me "I will meet up with you tomorrow morning at 10 am to pickup the tires to get them mounted in ******. I will head back over for the stud install." I took this to mean that you'd be grabbing the tires to get them installed and come back at a later day to get the studs installed and I replied with "Sounds good man!".
  
  Clearly this is where the miscommunication happened. You assumed there was an appointment, when there was not. I didn't realize until half way through the day what you had actually meant when ***** made me aware that you said to him you'd be coming back that day for the stud install. I then messaged you right away to let you know that there was never an appointment made and that unfortunately, the soonest I could get you in for the stud install was around the first week of July (about 2 weeks from then). You then messaged ***** to tell him that we were being unprofessional and unfair, even though we had been nothing but respectful to you throughout the entirety of these conversations. I replied back to clarify that I could see where the miscommunication happened from the "Sounds Good" comment, but I was never under the impression you meant to have the studs installed the same day. I explained that I would send you an estimate for the stud install, then you can authorize it and I would be happy to then discuss a day and time for you to come in and get the work performed.
  
  You responded telling me you were then going to return the tires. I asked if they were mounted and balanced already, and you said yes. I let you know that once tires have been mounted to wheels, they cannot be returned, which is a very common policy among auto shops. You then threatened to call the bank, clearly intending to chargeback what you paid for the tires you bought from us. You then sent 9 more texts to let me know you were on the way to the shop and cussed at me, asked for the manager, then asked if there was still time for an install of the wheel studs. At that point I replied that with how disrespectful you've been and threatening to commit fraud, I decline doing any work for you now or in the future and that you seemed unstable so I didn't feel comfortable working with you any further.
  
  You texted me 5 more times threatening to file a complaint, and then told me that you were a veteran, and because you were a veteran I shouldn't have treated you this way, and that you have PTSD, then you admitted to me that you are in fact unstable, then said you were stable, then said I shoulnd't have responded this way to you, that I should control my temper, I'm going to lose customers, that you're going to expose me and my company etc. You then showed up at my shop, and proceeded to get loud with me and started crying in the front room, while my daughter was scared in the other room. I stayed calm with you since you were acting threatening, and cussing at me with 3 other people in the shop witnessing your display of emotions and anger.
  
  Now, ever since you left the shop, you've texted me several more times in where you've threatened to push for a refund, file a complaint with the BBB, and *** me for "emotional distress". You've left multiple bad reviews on my shop ****** page and shop ******** page where you've lied and mislead people. You created TikTok videos to purposely deceive people into thinking I called you an unstable veteran which isn't true, and other people have left bad reviews who I've never even talked to before, and messaged threatening messages to me on Instagram.
  
  If anybody here has been unprofessional, rude, and disrespectful, it's you."
  
  -This customer has repeatedly harassed me for a few days straight now, and keeps posting fake bad reviews on my business shop pages on social media and ******. All because of a small misunderstanding

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21889188
  
  I am rejecting this response because: 

  respond with the tone, rudeness, and unprofessionalism that you had that day. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/08/2024

  The entire story has already been explained. The customer bought tires from us, had them installed on his own wheels by another shop, then attempted to return them. It was explained that once tires are mounted, they are no longer able to be returned. He then sent us pictures of them already installed on his car which he's currently driving on. He also made a Tiktok video where he recorded me inside my shop without my permission, and posted it online. In the video you can see I was very calm, and listened/responded to him while he reacts angrily and emotionally, before storming out of the shop upset. The customer then harassed me for several days with fake accounts giving my business multiple negative reviews on ****** and ********* and is still currently wasting my time needing to respond to this.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21889188
  
  I am rejecting this response because:

  Throughout the week of the intended installation, we both agreed over text that you would be doing the extended stud install. Especially the day prior, I messaged you stating exactly what I wanted done to the vehicle. The plan was to pickup the tires from your shop, go to the shop you recommended to get the tires mounted at, and return to your shop to do the extended stud install.  

  You responded with sounds good. 

  I arrived to pickup the tires that morning, I notified you that I was going to come back right after getting the tires mounted on the wheels. You replied okay man sounds good. 
  

  That same day I messaged you Hello ****,
  
  I just dropped off the wheels and tires at Regal. They said they should be done by 3:30 PM. 

  You replied I know you mentioned you were coming back, is that so we could talk about your build or something else?I just noticed you said something about getting the studs installed but we never scheduled that my dude lol. We didn't talk about a date for that yet.
  

  I reached out to your coworker *****, who was willing to help. I explained to ***** Pretty much we spoke about the stud install throughout the week. Yesterday I mentioned to **** about the plan and he said "sounds good" so I was under the impression that this was the plan. But I got a message stating that an appointment was never scheduled. But from our conversation, it sounded like I was able to get them installed the same day. But yes Id appreciate if they were to be installed today. Not trying to come off as aggressive but I could completely caught off guard by this entire thing.

  ***** replied I can see where the sounds good definitely left you thinking it was all good for install. I think **** meant sounds good for the mounting and balancing, but I can see where confusion is there.

  I replied It looks like there was confusion on both parties but the unprofessionalism between all 3 of us is quite unfair because I already established in the beginning that I needed the studs installed and I also sent both of you guys picture before I bought the tires. 
  
  The wheels are being mounted at regal auto care in ******. They said they won't be done until 3:30 PM. 
  
  I should be back to your shop by 4 PM. 
  
  Sorry if I'm coming off as aggressive but that's just what happened essentially. Please let me know if the person you recommended can install the studs today.
  

  Thank you!!

  ***** also informed me that he had a guy that said he could do the install. ***** replied I'm so sorry. We have another guy who's willing to do the work if you need it done today homie. I just spoke with him. I don't know cost of that off hand. I deal with the parts, merch, event side of the house and **** is the shop/install side. 
  

  That is where YOU messaged me stating: 

  Ok, so I see where you *** be confused on me saying "Sounds good" above. I read that message quickly and didn't realize you meant to get the studs installed the same day you were picking up tires. It came across to me that you meant you'd head back over a different day for install since we never discussed a day to actually get the studs installed, and I haven't even made an estimate for how much it would cost yet. 
  
  Just to clarify, I create an estimate and send it over to you so you know what you would end up paying for labor on the job you would like done, then you Authorize the estimate and then we would talk about a day to schedule the job. If I had known you meant to get the studs installed today too, I would have told you that we're already booked out for a little while and it would need to be a different day. You asked about tires, so I had ***** get you a good deal on the tires themselves, and we got them quickly for you.

  I don't appreciate you telling ***** that we've been unprofessional with you, as I think that up until this point, I've been very professional and respectful with you. We've talked about multiple different things you wanted done on the car and I asked you just to let me know exactly which thing you do want done so I can send you an estimate.
  
  ***** mentioned to you a little bit ago that we had a guy here who could get the job done for you anyway, but unfortunately I still think there will not be enough time since he needs to be out of here at 5pm and installing all of the extended studs won't be that quick of a job. I'd be happy to send you an estimate for install, and get you scheduled for a different day if you would like though. Just let me know.
  
  Thank you! - **********
  

   This was clearly not the case. Your lack of attention to detail caused this mishap. Next time, please consider having decent transparency when working with customers by telling them your schedule beforehand. For you to not disclose this is what led to this misunderstanding. Thats all on you. *** jumped through hoops to get my car worked on and chose you guys to do way more than just an extended stud install. In hindsight, I am glad that this happened now because who knows what my car would turn out like if I continued to get my car worked on by your shop. 

  I replied to your message stating So auburn wheel care initially said they would be done by 3:30 pm, I called about 20 minutes ago and they said that it should be done at 2:30 PM. I'm here now. About to pick them up. Is there still time to install it? I'm trying be calm and respectful as I can. But there will be issues brother. I don't appreciate your rude response. 
  

  You replied At this point with how disrespectful you've been, and threatening to commit fraud by calling the bank, I decline doing any work for you now or in the future. You seem unstable and I don't feel comfortable working with you any further.

  I replied Hey ****, I'm sorry if you felt any type of disrespect, but I'm not trying to get you fed up or anything like that but I'm still going there. I'm still gonna go file a complaint. I don't care if you work with me or not that's not the point anymore the fact that is you're being rude disrespectful and you know I'm also a veteran too to treat someone like that is f****, BS, dude.

  This is also when disclosed to you that I am in fact a disabled veteran. I deal with PTSD from my time in ***********. You calling me unstable triggered me to the point where I wanted to return the tires and not work with you any longer.  
  

  Additionally, we did not sign any contract regarding a return for the tires. The money ($1020) I sent was through Zelle. 
  

  Per your website it states: 

  What if I want to return a product?
  

  In order to return a product, a Return Merchandise Authorization (***) number is required. Please email us at *********************************** with what items) you would like to return and why. Our team can determine if the *** is the next appropriate step. Failure to
  accurately fill out the *** form *** result in delayed processing and/or the refusal of the returned item(s).
  

   Can I cancel my order?

  If you need to cancel your order, please email us at
  ********************************* with your request. It your order has been processed and/or shipped, you *** be subject to a 10% cancellation fee and shipping charges will be deducted from your original payment amount. If the order has not been processed or shipped, your order can be canceled for a full refund.

  You never gave me the opportunity to return the tires after I simply stated that this entire situation was unprofessional. 
  

  If you were to explain the policy to me upon my arrival, I would have bought tires myself and done the install on my own.  Additionally, had you informed me of your intentions, I would have either chosen another shop to do the install or I would have done the install on my own. I ended up doing the install on my own.   
  

  I went to your shop, I stated that I didnt mean to disrespect you and that I apologize if I seemed that I was coming off as aggressive. I was simply cussing at the situation, not at you personally. I treat everyone with respect. I even tried to shake your hand. You sat there in your chair, declined to shake my hand, and declined everything I said to you. You side eyed me when I reached out for a hand shake. I had an emotional breakdown after I expressed my displeasure of you calling me unstable. I explained to you that I am a disabled veteran with PTSD and that you calling me that triggered me. I snapped out of the emotional distress and quickly recollected my thought process. I became angered as I explained to you why would I buy tires just for them to sit for a week? I could have bought these tires and do the extended stud install my **** self if that was the case.

  When I spoke with you in person, I tried to speak to you man to man. It seemed like you couldnt handle being talked to assertively. I never went at you personally. I was angry at the situation. Not once did I call you out your name. 
  

  The people who left ****** reviews are family members and close friends that know that I struggle with PTSD. There are no random fake accounts that made reviews on your page. I simply dont have the time to do that. That is silly. I have a following of individuals on social media that agree that you were in the wrong in this case. You need to own up to this mistake as this should have never gotten to this point had you just handled this situation with a professional manner. You need to correct yourself on how you talk to customers. I had a basic disagreement with how you did business with me. Your response was to call me unstable and call me a fraud.
  

  I showed up, demanded a refund for the tires, denied it, then called me unstable, and a fraud. 
  

  Fix yourself.

   Sincerely,

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

• Initial Complaint

  Date:06/06/2023

  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 sent my car to be built by the mod garage I spent ****** dollars with them I sent it back for warranty work and knowing other cars were broken into they left my car outside and it was stolen from them a week after another car was stolen from them I paid them to fix the wire harness the stearing coloum then he couldnt get it to start so I asked him to send it to ******************* in ******* because it was closer to me but after I told them to send it to ******* he still sent it to ******************* where he does business everyday and Im being charged to have stuff fixed that I paid him to fix the only thing stolen was a duel fuel pump hanger that was on back order and bunch of unnecessary damage I believe they had something to do with it being stolen to repair somebody elses car and when I said not to send it to ******************* they didnt listen and sent it to where the wanted where their friends work to soke me for more money now Im into the car ****** dollars

  Business Response

  Date: 06/08/2023

  It's very frustrating to even have to reply to this, as a lot of it is untrue or misleading. To start with, $65,000 was not spent here. There was about $30-35k spent on parts, and about $8k spent on labor and more parts needed (many of which were due to bringing an engine that was already torn apart and missing a lot of pieces) and the customer was made aware of this through the build process. The car had only come back to the shop 1 time since it first left, and it was due to the negligence of the customer changing out his MAP sensor to a different brand, which caused the vehicle to run extremely rich. Due to this, spark plugs, and oil change were required along with a retune from the tuner (not us). This fixed the issue, and it was ready for pick up. The vehicle was left here for multiple days instead of being picked up, and there was no room inside the shop. It unfortunately was stolen, and recovered 2 days later, and no another car had never been stolen from here before. Insurance got involved, and we advised them what needed replacement. The fuel pump housing and pumps were replaced, and confirmed working. The customer had ordered a steering column that needed replacement but he ordered a used one from **** that was collapsed. I had to take extra time to swap parts from his old steering column to this one in order to make it work properly. The wire harness that was recommended to be fixed, only didn't get fixed because the customer also ordered a used wire harness from **** and it was the incorrect one. So the wire harness never got fixed at this shop. This wire harness damage was only causing the blinkers and headlights to not be able to be turned on. The insurance company was made aware of everything that needed to be done, and money was paid out to the customer but the customer did not pay his bill. The vehicle also needed to get brought to ****** for a no start concern, as a few hours were spent on diagnosis to find that the engine ECU was not sending a ground signal to the starting relays. Up to this point, the customer was made completely aware of everything going on with their vehicle, what they were being charged for and not being charged for, and it was completely fair and within reason of the circumstance. Their bill at this point had still not been paid. It was discussed with the customer that it would need to be towed to ******, and would cost significantly less to do so as it was closer. The insurance company was made aware, and the customer was made aware, and both parties agreed and were ok with this. The car was towed out and to be repaired at ****** in ******. Anything they diagnosed as needed, was out of our control. All work performed on the vehicle from this shop was found to be in good working order, with good quality workmanship, and the customer was happy as he had said many times to us in messages that we have saved. This customer has also been harassing us with texts late at night for months now, with his story changing often and complaining non stop about things that weren't even true. He's been banned from several social media groups online due to his behavior, and blocked by all of us as well as we put up with it for quite a while, but got tired of the constant and ongoing harassment. This customer is unstable, and we will never be doing business with him again.