ComplaintsforTender Car

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was towed to Tendercare. They no longer to business at that address which you do not find out until you arrive and see the signs. Then had to have vehicle towed additional mileage to their actual address of busines. My vehicle has been there since 1/25/24 and I still do not have it back. My calls to the manager the last two days have not been returned. *** been told there was a sensor issue that was being researched which took over a week only to have them send my car to a dealer to get sensor issue fixed. That was Monday and still no word. Ive been told there are issues with my insurance (Progressive) as to what it holding it up but insurance says that is not the case. I was told they were waiting on a part and the part was received and then someone accidentally sent it back so then they were waiting for it again. Ive been told there was a cracked headlight. There is a different story every time I have called. They have not called me with an update at all since its been in their possession and supposedly there is a test message system that I am supposed to get text message updates on and I have not received one update that route either. I am beyond frustrated and would not recommend this repair shop to anyone. I have been paying out of pocket for my rental vehicle now going in 2.5 weeks.

  Customer response

  03/27/2024

  Hello. I have received my vehicle but have not heard from the owner and am not satisfied with the service and the fact that bill was not adjusted. 

  
  

  Customer response

  03/27/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *****************

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car has been in the shop going on 3months with no estimated date of completion. They keep saying next week and when next week comes they say they are still waiting on parts. Meanwhile I still have to come out of money for a rental and they still dont know how long my car will be. I am at a total loss

  

  Business response

  12/12/2023

  I know this does not help but most of our competitors will not even start a repair for 3 months and when the car is not safe to drive that is your only option while dealing with the same delays we are dealing with. That isn't an excuse for bad communication and I apologize for poor customer service and will do everything I can to make it up to you personally. I can meet you at the headquarters location when you pick up at *************************** and do everything in my power to make things right

  Customer response

  12/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. However I dropped my vehicle at the Kinnickinnic location.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am reaching out about the non-service provided by Tender Car. I was in a car accident June 13th. They have had my vehicle since June 14th. My insurance has paid them, they started repairs in which they found more damage and the claim had to be adjusted providing Tender Car with and additional amount for repairs. I exhausted the car rental option through my insurance, so I have been without a vehicle since July 21st, and Tender Car does not provide a loaner. There has been no communication as to the progress and all they have said is they are sorry for the inconvenience. To this day I am still without my vehicle and still have not heard a word from them. They advertise that they start work on your car immediately, so why is it now going on four months without my vehicle. And the deductible advertisement they claim to assist with is a sham as well. I've been to the site and was recently able to see reviews that have been filed talking about the same things I am stating here; lack of communication, false advertisement, and no vehicle. I wanted to go further then just doing a review. They are HORRIBLE and I want answers and a remedy. I have no doubt in my mind that had I took my car to *****, I would have been riding by now. Any assistance would be great. Thank you

  

  Business response

  10/05/2023

  Please give me the chance to hear out this situation and do everything I can to fix it. My name is ******************* and I am the owner of Tender Car. I am sorry it has taken so long to fix this situation. Please call me at ************ and that is my personal cell. Or email me at ***************************** If it would be more convenient to visit me in person at *********************************************************** ********* and I am always there 9am to 5pm and I will do my best to make this right. 

   

  ******************* owner of Tender Car 

  Customer response

  10/07/2023

  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.
  
  I feel that the owner should have gotten involved when I communicated with ***** that I was not satisfied with their process. But the best I got was "im sorry for the inconvenience." This issue has been carried on Since June, and the failure to communicate anything related to the progress of my vehicle was just ignored; no communication at all! I also feel that securing a rental option should have been provided, given that the repair was longer then initially anticipated. Ive been paying for uber and giving people gas money to get to and from the necessary places (work, church and grocery stores), so needless to say this incident has been a living h*** for me.

  I will not reach out to the owner, but he is more then welcome to reach out to me; ****************** or ************
  
  Regards,
  
  *********************************

  Customer response

  10/16/2023

  I still have not heard anything further about my vehicle

  I will be moving forward with my law suit

  
  

  Customer response

  11/14/2023

  Just giving you an update

  I spoke with **** from the mechanic shop

  They are saying they they had to contact my insurance again for supplemental work.....AGAIN!....something with the wipers not turning off (this was last week Thursday)

  I tried calling today and had no luck getting through, I did leave a message though

  
  

  

  Business response

  12/12/2023

  I am so sorry for all the difficulty and misunderstanding. Your vehicle should be wrapping up now and we have done everything possible to get it done in the time frame we have done it in. We've experienced horrific delays with anything domestic produced by ************* or GM and some of the parts we needed had back order situations with no date. I realize communication is a problem and I apologize and will do everything to make it right personally. I can meet you to pick up the vehicle and go over everything at 737 West ********* which is our headquarters and I will do everything to make this situation up to you. I apologize

  Customer response

  12/15/2023

  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.
  
  [Please type your response here.]  I still do not have my vehicle and every time I call they give me another excuse as to whats wrong
  
  Regards,
  
  *********************************

  Customer response

  12/19/2023

  Consumer has tried to reach out directly to business, but has not been able to speak with anyone in regard to her vehicle. 

  Customer response

  12/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Good day to you,

  
  

  Just giving you an update.

  My vehicle was dropped off to me yesterday.

  Thank you for all your help

  
  

  Happy Holidays to you and yours

  
  Regards,
  
  *********************************

  
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was dropped off on 7/11/2023, I have had no contact with the company with the exception of the first day of being dropped off, today is 8/29/2023, and I still do not have my car.This is by far the worst auto repair shop ever! I chose this shop due to all the advertising and the deductible that would be paid. This shop has had my vehicle for over 1 month and a half. There has been absolutely no communication. I have been contacting them every other day to hear lies about when my car would be ready. I spoke with ****************, and **** but none of them were helpful. I was told that my vehicle would be ready for pick up on August 3, 2023, but that changed to August 16th, Now no one knows when it will be ready. I have run out of car rental coverage through my insurance as this company chooses to not communicate, is unprofessional, rude, and just truly does not care about a customer. The advertising is fake, I even asked if I could speak with the owner of Tender Car *********************, There have been representatives who have lied and stated he would call me back, and just at the latest today 8/29, I was told he's on vacation with his wife. Do you think I care when your company has had my car, no communication unless I contact them every other day, and still there are no answers? This is the worst place ever, Everyone at Tender Car is a fake, they lie, are unprofessional, DO NOT COMMUNICATE whatsoever, and will have your car for months without you knowing what's going on. They have lied to my insurance company as well, and continue to receive supplemental checks stating additional things are wrong with the vehicle. I am frustrated about this situation, however, I do not want anyone else to experience what I am experiencing and still not have my vehicle.I want a refund for the car rental I have had to pay since there was no communication whatsoever after my 30 days of car rental expired from my insurance.

  

  Business response

  08/31/2023

  My name is ******************* and I am the owner of Tender Car. I am so sorry for your experience. We are transitioning all of our staff and techs from 4 shops into this one new produciton facility and some things are still very much a mess. We are also implementing a new computer system that hopefully will help us fix many of these communication issues BUT it has been very complicated and is also a mess. I have had some problem staff members that are making things worse. For instance I was just in the middle of training the young lady (*****) you spoke with the other day and today she is a no call no show at work today... I am just embarassed that the people I have hired to help fix these issues are making some of the problems worse! I am not trying to make excuses because none of this concerns you or your vehicle BUT I can promise that I will do everything I can to make things right and that I am fixing these operational issues right now. I would be happy to talk about reimbursement for your rental bill. I will also double check your vehicle myself to make sure everything is done correctly. I will try and do as much as I can to make this up to you. Again I apologize for this. I am working all day and night to fix these issues. We have our advertising shut off until we get our new system implemented and our new customer service reps ************** ***** is a new Customer Rep I am training and her cell is ************ and driect office line is ************. 

  Customer response

  08/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was rear ended and decided to I dropped my car off to Tender Car I believe on June 7th 2023 to repair the damage that was done to my hatch. I have a 2020 ***** Equinox. When I took my car to that shop, nothing was wrong with my car. Everything worked, no lights on the dash. I have had my truck since 2021 and never had a issue. I was told my vehicle would be ready for pick up on July 5th. I go to the 76th street location only to find out the work on my car hasnt even been started. I was asked to give them until July 14th. It was then he informed me that my car didnt start. Thats not how he received my car because I drove it up there no problems. By now my rental through my insurance has maxed out. I am now paying out of pocket for a rental which totaled out to be $469.00 *** then offered to fix my front finder for free due to the delay and him already ordering the part. He also offered to reprogram my key free of charge for the delay and offered one of his cars for me to drive. Ok cool. Now its August and I get keeping the run around. One week he was a funeral the following week he was at a funeral. The week after that the actual person who was working on my car was now out of the country getting married. Now its August 24th and hes telling my my car still wont start and he going to have a mechanic on wheels come try to diagnose it the same mechanic on wheels I program the key. Then he tells me that if that doesnt work, he will have to send my car to a dealership. Yet this is someone who does not wanna to take responsibility for messing my vehicle up. Now Its August 28th and I finally get him to pick up the phone only for him to tell me that my car still wont start. I become frustrated because this is the same thing hes been telling me for weeks. *** gets upset starts yelling and cursing at me. Tells me to bring the vehicle he loaned me back and a tow truck to pick up my car. I have recordings and witnesses to this entire deal.

  

  Business response

  08/31/2023

  This customers vehicle was held up in the beggining of the repair process because there was a coverage investigation on what was related to the accident and what was not. It was a month to clarify what the insurance would pay to fix and what they would not. Originally we had the front damage marked as part of the accident and they only approved the damage on the rear tailgate. It was a smaller repair job and only around $1200. During the course of the repair we had issues starting the 2020 Equinox SUV. Since we were only fixing exterior damage on the rear tailigate we assumed it was pre existing and not related to the damage we were fixing. Eventually we could not get the truck to start. I explained this to the cusotmer myself. After many hours of trying to fix the issue myself (at no charge) we ended up calling a dealer service company to come on site and diagnose. This cost $200. They said the key is defective and it needs a new one. I paid $400 for a new key. This has not fixed the starting issue. We now have the car getting diagnosed at the *** dealer. This has all been done at my expense. In an attempt to make the cusotmer happy (they were very upset) I also offered fix the front fender dent (which insurance determined unrelated) on top of everything else which was a $1500 job by itself. I am trying to have the car diagnosed at the dealership right now and have spent $3000 on this repair job that I only received $1200 total for and that is not inculding labor, materials, etc... I also put the customer into one of my free rental cars while we figure this issue out. The problem is that the starting issue is unrelated to the dent on the rear tailgate we were fixing. I tried explaining that to the customer but she responded with incredible anger and name calling. Threats were made and lines were crossed that I have never seen anyone cross.  I am truely just trying to do everything I can to help get this resolved but this situation has gotten to the point of me wanting to refund her money and part ways. I have the car at the dealership now and am awaiting the diagnosis. I don't know what is going to happen at this point but I am trying to get a diagnosis of what is going on with the starting problem and get their opinion on why it developed this issue. Sometimes cars develop issues during the repair process that have nothing to do with the repairs we are doing. It is the equivilent of your engine blowing up while getting a car wash. I have tried to explain this. The really upsetting part is that I have wasted no time trying to fix the issue despite it not being related and I have spent more than the total money I got to fix the dent JUST to fix the starting problem. I gave her a car while we are fixing this unrelated issue for free. I am doing everything I can here but it will likely not be enough no matter what... 

  Customer response

  09/05/2023

  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.

  
  My vehicle did not have any issues when I dropped my car off the Tender Car. I also was under the assumption my car would be serviced at the location I dropped it off at. My vehicle has OnStar active, so I was notified that my car was at a new location.  The app will also tell you when your vehicle needs to be serviced and prior to dropping my vehicle off the Tender Car, I had none of those issues. July 21st Is the 1st date that *** told me my car was not starting and according to him it had been a few days they had been trying to get it started.I became upset to the point I started to cry. *** acknowledged that they did not receive my car in that condition. I did not understand how your car can go in for bodywork repair and now does not start. All the additional services offered such as replacing the front fender was offered to my FREE OF CHARGE.The rental car he gave me to drive FREE OF CHARGE. The key reprogramming, he had done was stated to me this was FREE OF CHARGE because 1, they still were trying to figure out that they did that is causing my car not to start. 2, he was still trying to settle things with the insurance company after being paid in full for the repair on the estimate from the insurance company. I have alerts from July from OnStar regarding my vehicle. This situation has caused me more stress than the damage is worth. Its pretty crazy that there are multiple complaints to the BBB with all of them pretty much having similar issues with this autobody shop. AS of right now he as agreed to continue to fix this issue to repair my car and hopefully get it back to me sooner than later. I would like to leave tgis complaint open until my issues are completely resolved. 
  
  Regards,
  
  *****************************

  

  Business response

  10/05/2023

  Hopefully we did everything to remedy this situation and please let me know if there is anything more that I can help with. 

  Customer response

  10/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought two White Glove Detail packages as part of their Hunger Task Force partnership sale back in July. July 14th is when I purchased. I called today August 18th to schedule and was told the program was cancelled and they would not be honoring these sales. Never once notified me about this cancellation. Their website, up to today, continues to promote this. I’d then have to be inconvenienced by having to pick up a check instead of issuing the refund to original form of payment.

  

  Business response

  08/18/2023

  I am so sorry for your experience. I would personally like to meet in person and do everything I can to correct this situation. My cell is ###-###-#### and feel free to text me or email me at *****************.. Please stop by *** ** ********* ********* and ask for *** ******. Just confirm with me via text when you can come and I will meet you in person and try and make things right.  I am at the Cleveland facility Mon-Fri 9am-5pm...

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September of 2022 my car got hit and I took it to tinder car they were supposed to replace the complete driver bumper side I got the car it looked good less than 3 months later the bumper popped off on the Left Right the left side the bracket broke off and the light bulb did not match. So I called got the car back down there at the same time they were going through a transition with employees with owners with managers I should say and then I end up getting this **** person that told me that he was going to take care of it then we had an issue with not me having the ability to have my car down there because they no longer had rental cars so me living in this state by myself I had to try to figure out how I can get back and forth there plus do what I needed to do to have my job. Every time I try to take my car down there I'm getting the runaround one time they kept my car for a whole week still didn't fix the bracket was more concerned about the light now this my guy is telling me that it's my insurance fault because they were asking for supplement to fix the bracket and replace the light and I keep telling him this is something that he should have been taken care of immediately when you were working on the car this is something that you should have been aware of this is something that you was supposed to do regardless because you were constructing a brand new front end left side bumper because of the accident how everything was pushed in and total now we have this ********************* and this other person at the ** site being disrespectful being real rude telling me that there have been nothing but nice and nothing but professional but they keep dropping the ball all I'm trying to do is get the light replaced get the bracket replaced where it won't pop off that's all I'm trying to do my car will have this issue come next month will be a whole year that I've been trying to just get those two places those two parts replaced which should have been done but this my guy keeps telling me that he needs to go after my State farm insurance so that they can get a more supplement and State farm is saying they already gave them a supplement and this was already part of the initial inspection that they had to do and now I am still not getting anywhere and I'm coming to you guys to hopefully get someone to hear me and understand that this is nothing to do with my insurance this is tinder car dropping the ball

  

  Business response

  08/31/2023

  This is ******************* and I am the owner at Tender Car. If you can call me on my cell at ************ OR call ***** my new customer service rep I am training ************ cell and direct office line is ************ - I will handle this for right away. If you could stop by our main production center at ********************************************************************************* I will personally handle this problem and reimburse you for your time and gas expense.  I am so sorry for the issues you have had at my business. It is embarassing to me.. I have had a couple really problematic staff members that I am in the process of replacing now which is why I am retraining.. We are also in a transition with this new facility and are having to rebuild our systems from the ground up and things are just in this transitional phase right now that is adding disorginization and problems we don't normally have. On top of that we are implementing a new *************** computer system that hopefully will help fix our communcation issues and streamline the repair process. It is going to fix many of these issues BUT it has been a nightmare to implement and we are still in the middle of it. I am so sorry again for the issues and hope for the opportunity to make it right. Please text me or call me or email me and just let me know when your coming. I am usually here 8am-8pm. Whenever you can stop just ask for ***, *******, or *****.. Thank you... 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 2nd 2023 I was in a accident and I called Tender Car to tow and fix my car. The day it was expected to be finished was June 7th 2023.y insurance paid close to $9000 to fix my car. When my completion day came I was 5old it would be another week before I can pick it up. Every week since every time I call I either get no answer or a promise that they will call and let me know the state of my car. I've called and they told me they're waiting to do the paint job and that went on for 3 weeks. One week they told me it was painted and waiting for reassembly. When I called the next week I was told it hasn't been painted yet. I get a ton of excuses or different stories on what's wrong with my car. Here it is July 27th going on 3 months and I'm being told another week. If I knew I would be dealing with this unprofessional company I would've never brought it here as this is my only transportation. All I want is my car back.

  

  Business response

  08/31/2023

  this car is done and was picked up without issues. 

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/12/2023 I was in a car accident, on 04/13/2023 i dropped my car off at Tender Car for repair, It is now 07/04/2023 and I still don't have my car back even though all the repairs except for one cracked head light have been completed for over a month. I have been lied to time and time again as to when the part would arrive, I had been given promises of a pick up date to be told when I called that the part never came in or was the wrong part. Weeks ago, I asked if I could just please have my car back with the cracked headlight, and i will return for them to put the light in when it finally does come in. I was told the owner told them NO, I can not have the car. Yet the owner will not talk with me directly, he states it is a safety issue ( one headlight not working) or if water got in to the light it could cause more issues. I will not drive after dark, I will not drive in the rain. I understand that, we will take responsibility for that. My insurance has paid over $10,000 to Tender Car to have my vehicle fixed, I have had to continue to pay $600/mo car payment and $130/mo car insurance for a vehicle that I have not had for 3 months. I I have a special needs daughter, who has specialist appts and is now attending special needs summer camp and yet I have no transportation. My extended family can not keep taking me every where, I have had to cancel appointments. I have called the insurance company and they agree with me. I just want my jeep back, I have now called 2 times a day for 4 days straight and left messages and no body is calling me back. My next step is call the police to insist on them returning my car to me. There is no reason to hold on to someone's vehicle for a cracked headlight. Also we have found headlights that would work on other websites for sale but Tender car is telling me they can't find one. Well they were paid over $2000 from my insurance company for 2 headlights back on May 3rd and I still don't have my jeep back 2 months later.

  

  Business response

  08/02/2023

  Hey ****** I will reach out to you and find a solution. I will call you shortly. I am so sorry for your experience. I will do everything I can to make this right. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Its been over two months since my car been in the shop , they been coming up with a new excuse everyday for a delay and constantly billing and scamming my insurance company out of money , I just want my car back its been too long just to replace a bumper and a hood

  

  Business response

  06/16/2023

  I would be happy to address these issues as best I can. Please visit us at **************************** or call my cell ************. I am at my aunt's funeral today but please feel free to stop by that address 9:00 a.m. to 5:00 p.m. Monday through Friday and we will get those issues addressed and try to make things right.

*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. ↩