Complaints

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This started March 18, 2023. ***************** paid shop to fix my timing chain on my car. The shop ended up cracking my engine. The shop was paid by my insurance to fix the timing chain and when they were fixing the part they cracked my engine. They lied about how long they would have my car. They told the insurance company only 3 days and they have had my car for almost a year. I'm out money because I've had to get a rental. They refuse to make another claim to my insurance for the cracked engine. I have talked to my insurance company and I can't make the claim because I didn't do the damage. The shop has been told they have to make the claim and they will not do it. The shop is saying that I have to pay them but they are the ones that did the damage. I have been talking to my insurance company and they have the paperwork on the first claim and I have pictures of what the shop did. They will not let me on the shop property unless I pay for the damage they did. They got my car March 18,2023 and have had it since. I'm out $6,000 on car rental and I had to go and get another loan for another car cause I couldn't keep paying for the car rental. Since the shop said at the start of this that they would only have my car 3 days, my insurance would only pay for 3 days of car rental. If the shop would of made another claim like they were told to do by me and the insurance company then my car rental would have been paid. I have tried to talk to the shop and I get yelled at or they don't pick up the phone when I call. I have to call from a different number. I still have a loan on this car and then bank told me to contact BBB for help cause they can't do nothing but did inform me that the shop does not want me on the property unless I pay them. I need help. They kept telling me that I was getting my car back on one day and then when that day would come they would say something else.

  Business response

  02/13/2024

  To whom this may concern, 

  Repairs are done and vehicle is ready for pick up. I am willing to set up a payment plan to get invoice paid and vehicle returned to customer. Since vehicle was brought to shop in May of 2023 we were communicating with so many different parties. Initially with **** and her 3rd party insurance company, than a 4th party insurance company along with her son. We have a balance of $2992. Once that is paid vehicle can be released. I have not charge for any storage fees as vehicle has been well kept at shop for nearly 6 months. Customer is more than welcome to contact me at ************ or email at **********************. 

  Customer response

  03/15/2024

  Quality tire and ************ called my son and told him that they got an e-mail from BBB. They said that they would give me my car back if I paid $1,100 for the repair of my alternator that they did. I did not ask them to fix my alternator. When I took my car to them back on March 18th, 2023 they were only to fix the timing chain on my car but ended up cracking the engine. They were told that they would have to call my mechanic  insurance and make a claim because they cracked the engine. They did not do that and said I would have to pay them. The alternator was never talked about. Now that I have gone to the BBB about this, they are now trying to get me to pay for something I never asked them to fix. There was nothing wrong with my alternator when I took my car to them. In 4 days it will a year since I've had my car.  There has not been a resolution to this case.

  Customer response

  03/15/2024

  More Information,Quality tire and ************ called my son and told him that they got an e-mail from BBB. They said that they would give me my car back if I paid $1,100 for the repair of my alternator that they did. I did not ask them to fix my alternator. When I took my car to them back on May 18th, 2023 they were only to fix the timing chain on my car but ended up cracking the engine. They were told that they would have to call my mechanic  insurance and make a claim because they cracked the engine. They did not do that and said I would have to pay them. The alternator was never talked about. Now that I have gone to the BBB about this, they are now trying to get me to pay for something I never asked them to fix. There was nothing wrong with my alternator when I took my car to them.  I was wrong on the month. They got my car in May.

  Business response

  03/27/2024

  Hello,

  I am not sure what I can do more to accommodate with customers complaint. I am willing to hear any possible solution at this point. Vehicle has been in my care for nearly a year. Vehicle was completed nearly 5-6 months ago. I have not charged her for storage and have kept her vehicle occasionally in a heated garage (shop) during heavy snow and below freezing temperatures this winter. I suggests she comes up with a reasonable solution. 

  Customer response

  03/29/2024

  This business has had my car for almost a year because they are trying to get me to pay for something they broke. When they were told that they had to make an insurance claim, they did not want to do that and told me I had to. When i talk to my insurance, I was told I can't make a claim because I did not crack the engine. Now they have reached out to my son saying that if I pay for the alternator and labor they will give me my car back. I never told them to fix the alternator. Matter of fact, they never talked to me about it. I'm not paying for something they broke and could have got my insurance to pay it if they made a claim. I'm also not paying or something they fixed without talking to me about it first. I would have never had them fix anything else on my car because of the fact that they only had to fix my timing chain and ended up cracking my engine.  The last time I talked to them, I was told they want their money and I would not get my car back until I paid $2200 or $2800 for the engine and then when they talked to my son, they said $1,100 because the fixed the alternator. I drove my car to them when I took it in to get the timing chain fixed and they got paid for that but kept giving me a different day on when I would get my car back and told my insurance company it would take only 3 days. That was a lie. They never kept in contact with my insurance company on what was going on with my car. I was the one to reach out to my insurance company about everything. The shop even stopped taking my calls to where I had to call them from a different number and had the insurance company on the phone. I got yelled at and told to give them their money and got hung up on.  I owe them nothing. They cracked the engine and fixed the alternator without talking to me about the alternator.

  Business response

  03/29/2024

  I have also contacted customer that I am willing to forgive the $2,000 motor swap cost difference but will need her to pay for a alternator replacement with is $1010. While having vehicle at my shop for nearly a year the alternator went bad and her son approved the alternator replacement, I still have bad alternator here with me. This is a normal wear and tear part which would not be covered by any insurance. 

  Customer response

  04/02/2024

   
  Complaint: 21195281
  
  I am rejecting this response because:

    ********* swap was on the shop because they cracked the motor when all they had to do is fix the timing chain. They should have contacted the insurance company about the about the motor. As far as the alternator goes, they told my son that when they started the car it would turn off. He can not approve anything to be done with my car nor did he approve the shop to fix it. He told me the shop said my car would start and then turn off and like I have said before I would not have the shop fix anything on my car because they cracked my motor when all the shop was to do is change my timing chain. I'm not paying for things that I did not approve. The only reason why they were not talking to me back when they said something about the alternator is because when I would call they would not pick up. I called them months ago before contacting the BBB with the insurance company on the phone and proved that they would not pick up the phone to me and then called the shop from a different number with the insurance company on the phone and they picked up. Me and the person from the insurance company tried to talk to the guy and tell him what the shop needed to do and all the guy did was yell and say pay for the motor and then hung up. The insurance company documents all calls. No one approved the alternator replacement. I could have fixed my own alternator.
  
  Sincerely,
  
  ******************************

  Business response

  04/12/2024

  I have read customers response, at this point I believe it will be best to take this matter up with small claims court. I have been very reasonable I feel with this dispute. I have text messages from customer going back and forth with her, insurance company, her son Forest which she provided a phone number and spoke on his moms behalf. I will now factor in storage fees and no longer discounting any repairs. 

  Customer response

  04/18/2024

  The only text messages that I have from the shop is when they sent me pictures of my motor that they cracked.  Other then that there was no other text messages. My son was contacting the shop because he was trying to find out when we were getting the car back. The shop kept telling me different dates and coming up with reason why my car was still not done. My son was never authorized to give permission to have the  shop to do anything to my car.  I signed the paperwork when I took the car in and did not authorize anyone else to approve other work to be done on my car because the only thing that needed to be done on the car was a timing chain. I have been in contact with my mechanic insurance company since the shop got my car.  The only time the shop contacted the insurance company was in June for payment for the timing chain and the shop told the insurance company they would have the car for 3 days. The insurance had no clue that the shop still had my car after the 3 days was up until I contacted the insurance and asked them what was going on.  ********************* keeps records of every phone call they get. I will be contacting the insurance company and getting all the records they have on my car and all the times they had contact with me and the shops with dates and times.  I also have the text messages that the shop sent me about the cracked motor because they sent 3 pictures and I will also get those with the date stamp on them. I also sent the text messages to 2 other people for my records just in case something like this happened. Because the shop kept changing the date of when the car would be returned and because the shop cracked my motor. So if the shop wants to go to small claims court, that is fine with me because I have lots of proof that the shop cracked my motor and the shop did not contact my insurance company about the motor like they were told to do.  I also have witnesses to everything that has been going on with this shop and my car. I keep records of everything (call logs on my phone and the only text I got about the motor. Also the times the insurance company got contacted by me or the shop and the reason or the calls)

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went in for a repair and was told one price I leave in less the 5 minutes the front desk calls and tells me there is going to be an additional charge I agree before the end of the week a problem comes up so I take it back to get checked out they tell me it's my cars fault its not reading properly but all of my other sensors are working then they break my key fob and tell me they can't do anything for me at this time so I ask for a refund and they tell me they cannot but they can give me store credit when I told them no thanks I want my money back they say they can't there not authorized when I ask to speak to owner they hang up on me

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