Complaints

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Told them my main concern was the car running rough wanted to hire them to put on plug wires. Just had new plugs put in. Told them I thought the heater coil was leaking into my floorboard. He said he could run a complete diagnostic test for $278. That it would show everything. I had a appt for 8 thur morning. Was told I could not stay there while they were working on it. I am traveling so my jeep is my camper they were well aware of this . I walked to ************* river walk til 3:00 and called them to check on the car. I could tell by the girls reaction they had not done anything and after a minute of hesitation she said its in the bay. I started walking back and arrived there around 3 ish. The jeep was in the bay with the hood up. The photos they took confirm they did nothing til after 3They said I had a hole in the radiator and the thermostat was leaking which I knew it was but very little . They did not run a diagnostic test like was explained they put dish soap and water on the radiator to test for leaks . Said the heater coil was not leaking cause he looked at it which is pretty impossible without taking off the dash. Said he did not find any leakage on the passenger side. I lifted the rubber mat ont the driver side he saw how wet it was and stayed miscommunication but that was a problem. Told me to come back Friday. Had they put my car in when I brought it all of this could have been done in one day. Friday they quoted me a price of $1800 for plug wires and coils. I said no just do the plug wires and seal on thermostat. They charged me $629.42 for labor $102.31 for parts and $36.30 shop supplies.total $768.03. For putting on plug wires and a seal in the thermostat is just a little ridiculous. I ask the manager why they charged me for 2 hours labor when I knew they only took an hour. He said that is how they charge by what amount of time the book says. I truly believe they messed with my throttle sensor.. I was stranded for 2 nights on the Elliot ********

  Business response

  08/05/2022

  Hello, We are still investigating this matter. We have camera recordings of all interactions and authorizations. The customer is under the impression we did not work on the care very long and also have several hours of camera recordings with us working on the car. The customer has some mis-conceptions about where heater cores are located. They are located on the opposite side of the car that she points out. Regardless of all that, we only do worth with customers full authorization and only change by the job. The work was quoted approved and the customer interacted with our Service Advisor and also approved the charges at the credit card terminal.

  We have attempted to call the customer more then once, the last time she screamed and yelled at us and hung up the phone. 

  We apologize for the customer not being happy for the services we provided. We have issued a refund per customer request. We are still in communications with the bank to determine the exact and final amount of refund.

  Normally. we deal directly with the customer when there is an issue to resolve the problem or give a refund for work they are not satisfied. Since the customer decided to not communicate in a manner not conducive to rational outcomes, we are forced to only talk to her bank. This is dealing our ability to reconcile the issue in a fair and reasonable manner to all parties. In the future, we would appreciate the chance to be sure the customer is satisfied and if needed, issue a refund directly after all approvals, videos and discussions had been investigated and communicated. We apologize the consumer had a bad experience and we hope the refund was adequate to satisfy.  Normally we remove the parts the customer doesn't want to pay for. This customer left town with the money she paid us for and the parts that she didnt want to pay for but still kept on her car. We feel like this could have been a planned event and are continuing to work with her bank to show proof of approvals.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a car in because they said they had a guy that could work on the vehicle.After almost a thousand dollars of work they told me that guy didn't work there anymore.They told me it would take ***** thousand dollars to fix the car. About double the price of the entire car brand new.I am somewhat certain they caused further damage to the vehicle.

  Business response

  05/16/2022

  Hello,

   

  We received your email well before we received this BBB complaint and we called you ASAP. ***, my General Manger and you worked out the **** and I understand we gave you a 50% reduction of the charges to your satisfaction. I looked at the car and the diagnostics and I am sorry the car needs more work then you were hoping for. We stand behind our diagnostic strategy 100% and will be willing to pay for the car to be reviewed by a 3rd party. I am sorry if there was a mis-understanding that our Factory Porsche technician had moved away. We are still able to perform the repairs, but agree with you, the car may not be worth the money to repair. We will consider this an old email since you told ***, my GM that the issue is resolved and you already paid the reduced invoice. If you have any more questions please call us at ************. In the future, we are happy to address your concerns ASAP, but we do need more then a few hours to respond before you create a BBB complaint. Thanks again for allowing us to work with you to resolution. I hope you found the information valuable for your older **** Porsche. 

*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. ↩