Complaints

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  uploaded the complaint in an ********* sheet

  Customer response

  01/10/2024

  Dear BBB Representative,
  Thank you for your message. Unfortunately, I do not have any additional business contact information for MR SMILE AUTO REPAIR. The only details I possess are the email address associated with his Interac payments and his contact information:
  Email: *************************************
  Name: ******* ********
  Phone: *****************
  I hope this helps. Please let me know if any further clarification is required.
  Best regards,
  ****** **** Diogu
  
  

  Business response

  17/10/2024

  Subject: Response to Your Complaint and Allegations

   

  Dear Mr. ****** *****,

   

  Thank you for bringing your concerns to our attention regarding the services provided by ******************************* Repair and **************

   

  Regarding your complaint, we would like to address each point of contention line by line:

   

  1. "I would like to file a formal complaint against a mechanic for unsatisfactory, delayed, and unethical service regarding my car repairs."

   

  We strive to provide high-quality automotive services and logistics solutions. While we acknowledge your dissatisfaction, we want to clarify that unforeseen issues may arise during the repair process, and regular maintenance is recommended to minimize potential problems.

   

  2. "Delays and Multiple Rescheduled Appointments: On September 7, I scheduled an appointment, and after his assessment, the mechanic said I pay $450 for repair for the wheel bearing and oil change."

   

  We communicated delays and reasons for the extended repair time due to unforeseen circumstances such as corrosion. The job required special tools, which were ordered, and the situation was explained to you.

   

  3. "Lack of Communication: Despite numerous calls from my end, the mechanic has no record of calling me outbound He only picked up two or three of my calls."

   

  We maintain records of our communication and have the screenshots to support our responses to your inquiries. While we understand your frustration, we believe we have communicated effectively about the repair process and any delays.

   

  4. "Failure to Meet Canadian Standards: I believe this mechanic has failed to operate within the standard expectations for repair work in ****** His method of conducting guesswork before completing repairs is unethical."

   

  Our services are conducted within legal and regulatory standards, as outlined in our service disclaimer. We stand by our diagnostic process and communicate any changes in estimates based on the actual conditions of the vehicle.

   

  5. "Admitted Mistakes and Increased Charges: The mechanic admitted by text that it was a 'humming sound' issue, according to his checks..."

   

  At no point did We acknowledge any mistakes made during the repair process , we were transparent and honest with you. We made it clear that your car has so many faults and were listed for you during phone conversation. The approval for some of  the jobs was provided by you and any additional charges were communicated and agreed upon.

  All evidence are in the attached text conversation exchanged.

   

  Regarding the outstanding payment of $400 incurred in the process of fixing your car and the situation with your vehicle left unattended on our premises while you took the key unlawfully from our garage. After giving you 24hrs notice to remove the vehicle from our premises as at today the car have spent 14days . We want to let you know that such act is considered abandonments and lien will be put on your car and will be towed away if prompt action is not taken.

  we regret the misunderstanding that occurred and emphasize the importance of prompt resolution and accountability.

   

  We kindly request your cooperation in addressing these matters promptly to reach an amicable resolution.

   

  Sincerely,

  ******************************* Repair and Logistics In

  Customer response

  23/10/2024

   
  Complaint: 22353464
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** **** Diogu

  Customer response

  24/10/2024

  
  Formal Complaint Regarding Unethical Practices and Mismanagement by ******************************* Repair and Logistics
  
  To:
  Better Business Bureau (BBB)
  
  
  
  Mechanic Information
  Business Name: ******************************* Repair and **************
  Address: *************************
  Phone Number: *****************
  Vehicle: 2012 **** Focus Hatchback (VIN: *****************)
  Dates of Interaction: From September 7, 2024, to present
  
  Summary of Complaint
  I am writing to respond to Mr Smile Auto Repairs regarding the unsatisfactory and unethical service I received from ******************************* Repair and Logistics. Throughout my interactions with this business, I want to reiterate that have experienced significant delays, poor communication, refusal to return my vehicle to its initial state,and additional damages to my car. Despite numerous attempts to resolve the issues, the mechanic has failed to act professionally, causing financial and emotional distress and possible depression and muscle pain.
  
  find attached
  
  

  Business response

  03/11/2024

  Subject: Response to Your Complaint and ********************************** *****,
  
  Thank you for letting us know about your concerns regarding the services provided by ******************************* Repair and **************
  
  Regarding your complaint, we would like to address each point of contention:
  
  1. We aim to provide high-quality automotive services and logistics solutions, but unforeseen issues may occur during repairs. Regular maintenance can help minimize potential problems.
  
  2. We encountered delays due to unforeseen circumstances like corrosion, which required special tools for the job. We communicated these delays and the reasons behind the extended repair time to you.
  
  3. Communication is essential to us, and we have maintained detailed records of our interactions, including screenshots of responses to your inquiries. We believe we have effectively communicated about the repair process and any delays.
  
  4. Our services comply with legal and regulatory standards, as outlined in our service disclaimer. Our diagnostic process is thorough, and estimates are subject to change based on the actual condition of the vehicle.
  
  5. We acknowledge any mistakes made during the repair process and are willing to address any outstanding issues. The job approval was provided by you, and any additional charges were communicated and agreed upon.
  
  Regarding the outstanding payment of $400 and the situation with your vehicle left unattended on our premises, we regret any misunderstandings and emphasize the importance of prompt resolution and accountability.
  
  We appreciate your cooperation in resolving these issues to reach a satisfactory outcome.
  
  Sincerely,
  ******************************* Repair and **************

  Business response

  05/11/2024

  Subject: Response to Your Complaint and Allegations
  
  *************** *****,
  
  Thank you for letting us know about your concerns regarding the services provided by ******************************* Repair and Logistics Inc.
  
  Regarding your complaint, we would like to address each point of contention:
  
  1. We aim to provide high-quality automotive services and logistics solutions, but unforeseen issues may occur during repairs. Regular maintenance can help minimize potential problems.
  
  2. We encountered delays due to unforeseen circumstances like corrosion, which required special tools for the job. We communicated these delays and the reasons behind the extended repair time to you.
  
  3. Communication is essential to us, and we have maintained detailed records of our interactions, including screenshots of responses to your inquiries. We believe we have effectively communicated about the repair process and any delays.
  
  4. Our services comply with legal and regulatory standards, as outlined in our service disclaimer. Our diagnostic process is thorough, and estimates are subject to change based on the actual condition of the vehicle.
  
  5. We acknowledge any mistakes made during the repair process and are willing to address any outstanding issues. The job approval was provided by you, and any additional charges were communicated and agreed upon.
  
  Regarding the outstanding payment of $400 and the situation with your vehicle left unattended on our premises, we regret any misunderstandings and emphasize the importance of prompt resolution and accountability.
  
  We appreciate your cooperation in resolving these issues to reach a satisfactory outcome.
  
  Sincerely,
  ******************************* Repair and **************

  Customer response

  05/11/2024

  Complaint: 22353464
  I am rejecting this response and attaching full text in pdf with supporting details, including images.
  Key Issues and Discrepancies
  
  Mechanic's Response: No signed contract was presented, yet the mechanic demanded additional payments.
  Keys and Vehicle Access
  My Statement: I attempted to retrieve my car, as the mechanic claimed it was ready. Upon arrival, I found additional damage, collected personal items, and offered to return the keys. The mechanic refused, prompting me to involve the police, who documented the incident.
  Mechanic's Response: Did not address this incident.
  Cars Immovable State Post-Repair
  My Statement: The car was immovable and in a worse condition post-repair.
  Mechanic's Response: No acknowledgment or resolution offered.
  Demands for Additional Payments and Towing Threats
  My Statement: The mechanics requests for extra payments felt excessive, especially given the further damages.
  Mechanic's Response: No explanation for damages but threatened towing.
  Failure to Meet Canadian Standards
  My Statement: The mechanic relied on guesswork, failing to meet automotive standards.
  Mechanic's Response: Provided no proof of compliance.
  Communication Failures and Delays
  My Statement: Repeated delays and ignored calls, with broken promises on car readiness.
  Mechanic's Response: Claimed to have communication records but didnt provide any.
  No Itemized Bill
  My Statement: I never received an itemized bill.
  Mechanic's Response: Did not address this.
  Unlawful Threats
  My Statement: Threatened to tow the vehicle while the dispute was ongoing.
  Mechanic's Response: No legal basis for this threat was provided.
  Abandoned Vehicle Claim
  Mechanic's Response: Threatened to consider my vehicle abandoned and place a lien without legal justification.
  
  Admission of Wrongdoing In a recorded call, the mechanic admitted to delays, apologized for communication failures, and acknowledged issues but continued working without informing me.
  

  Business response

  22/11/2024

  I did not contacted Mr ****** with regards to this ongoing issue. I only called him to come and take his abandoned vehicle away from my premises. Since he left with the keys some months ago..
  For clarification on his complaint 
  
  1. Communication:
  Mr. ***** claims there was a lack of communication regarding the status of his vehicle. However, I have consistently responded to his inquiries, as evidenced by the screenshots he submitted, which show a greater number of my responses compared to his questions. I have made every effort to keep him informed throughout the process.
  
  2. Delays:
  He has mentioned delays in service, yet he provided a screenshot of our conversation that outlines the shop's terms and conditions. These terms include potential delays due to parts availability, which were communicated to him clearly.
  
  3. Transparency:
  Mr. ***** alleges a lack of transparency regarding the work performed on his vehicle. However, he approved each job via text message, indicating his consent and understanding of the services provided. All evidences provided in his screenshots 
  4. Mental Health ************************** has expressed concerns about his mental health stemming from this situation, I would like to highlight that the vehicle was left in my shop for over a month with the keys abandoned. This created an inconvenience for my business operations. I found it troubling that he would block my garage with his vehicle and leave it unattended, causing disruption to my work.
  **5. Allegations of Unregistered Business:**
  Mr. ***** has accused me of operating an unregistered business. I want to clarify that I have completed the necessary education and training to obtain my certification. I have worked for several reputable dealerships and have a valid business license. These accusations are unfounded and damaging to my reputation.
  6. Resolution:
  I am relieved that Mr. ***** has finally retrieved his vehicle from my premises.
  

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