Complaints

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business has done nothing buy lie and give me the run around. I specified when first talking to **** that I had a blown head gasket and I wanted another motor. I was specific about not wanting the heads resurfaced. A month later, I paid $6,700 and got my car back with what was supposed to be a rebuilt motor. A week after paying them I end up back on the side of the road over heating. They took it back and I clarified again. I specifically asked if they were actually going to put a new motor in and he specifically told me yes. I find out from the company they claim is the only place they buy them from and was told the first motor they bought was in fact not rebuilt, it was simply recycled, straight from a junk yard and they never purchased a 2nd motor. They lied about the rebuilt motors after I was very specific and now I have paid $6,700, it has been about 3 months and they still don't know why its over heating. The check engine light is still on and they don't know why but what gets me is they refuse to call me and tell me anything and a worker named ****** refused to let me speak to the owner after getting an attitude with me because I'm upset that after 8+ hours of being open that day, all they had done was put in a radiator, still with no answers. After almost $7,000 and 3 months, why is my car not first priority? Why have I been told multiple times that I'm getting a quality REBUILT motor when that clearly wasn't the case? And why can I not talk to the owner of the business? This is the biggest scam I have ever paid for and I want my car back, I want my money back and reimbursement for the c*** i've had to deal with and now I need to take my car to another shop to actually get it fixed because this business is clearly incapable. All I have wanted is answers but I can't even get a phone call. There is zero reason that such a "reputable" repair shop doesn't know the difference in a rebuilt and recycled motor, or at least not lie to my face about it.

  Business response

  03/24/2023

  Tell us why here...

  To whom it *** concern,
  
  We are now and will continue to provide the highest degree of service for ************* at the highest reasonable priority. This particular job has had its share of delays, exceptions, and miscommunications. For this, we are very apologetic. However, there is not now, nor has there ever been any lapse of transparency or any dishonesty in regard to the, quality of product, price of project delivery, level of service, guarantee of work, or coverage of warranty.  We are now and will continue to be committed to the deliberate and thorough execution of the work we promised to Mrs. **** and will make every attempt to see it completed with every possible consideration to her legitimate need for the car and reasonable timeline.
  
  When Mr. and ************* took possession of the vehicle on 2/1/23 it was with the express agreement that she would return with the car sometime during the week of 2-6-23 for us to finalize the issue with her check engine light (CEL). We had expected to see her on Tuesday 2-7-23. ************* did not return with the vehicle at that time but did reschedule for Thursday 2-9-23. Again, she was unable to make this follow up appointment due to pressing personal engagements. Unfortunately, we did not hear from ************* again until her car had overheated and she needed roadside assistance. She was able to coordinate getting her car towed back to our shop and we were happy to cover those towing costs as a function of our in-house warranty coverage.  While, we are still uncertain as to what caused the over heating issue with her engine, it is functionally irrelevant to the coverage of our warranty. Unfortunately, systemic diagnostic work is difficult, vexing, and time consuming, even under the best of circumstances. Our warranty will continue to cover any issues that *** arise from the aforementioned engine assembly replacement.  She will have no out of pocket expense ($0.00) beyond what she has already paid. We will continue to honor our commitment to provide her with the reliable performance and long-lived service from her car that she has every reason to expect. This is our commitment to the community at large. 
  
  Again, we are very sorry for the delay but we are expressly committed to the prompt and thorough delivery of ***************** vehicle back to her, regardless of the substantial cost monetarily and production impediment to the shop floor. We hope that our costs are irrelevant to *************. However, we will continue to exhaust any and every means necessary to make good on our promise to deliver a safe, reliable, and economical car for ************* that meets and exceeds her expectations, regardless of the cost(s) that we *** incur in the process.  

  Customer response

  03/27/2023

   
  Complaint: 19626354
  
  I am rejecting this response because: That is an absolute lie!!!! I was specifically told I was getting a rebuilt motor sir. I didnt get that at all! **** told me to bring the car in any day that week. We made an appointment for Thursday. Then later that day it's over heating terribly and I did my best to get it off the road. I was shutting it off letting it cool down in the middle of a busy road then start it and drive then stop and let it cool and so forth till I got to a safe pull off. If I was never lied to, If your team got me a rebuilt engine that I specifically paid for from the jump then every bit of this couldve been avoided. If you hadn't put a junk yard motor in my car from the start then it never would've needed to come back to you, therefore it never would've over heated to the point it damaged other s*** Regardless what you think you have done to fix this car. Bottom line is I was lied directly to my **** face. I was told specifically it was rebuilt, your supplier confirmed it wasnt. I was told specifically that a 2nd motor was being bought, and you actually, along with your supplier, clarified that was not true either. You yourself clarified that you took the heads off of the motor you pulled from the junk yard and resurfaced them. I was directly lied to and charged almost $7,000 for something you pulled out the junk yard that I could've done for a few hundred bucks! I chose this company so that I could get quality parts and quality work in a timely manner and now 3 months and $7,000 later Im still without a car and you got a junk yard a** motor in my car. I will be demanding a partial refund through court I guess since you dont want to make it right. You charged me for a rebuilt motor and gave me a junk yard motor. That is what I will be willing to pay for because that is what I received. All the extra work, extra motor, extra parts and labor is your fault because you should have never charged me $7,000 for a junk yard motor. I will not pay for your mistakes. I will pay for the service you gave me and that is a junk yard motor. Maximum $3,000. I want a refund of $3,700 cuz when I paid your business, I was told it was a new motor and that was clearly no where near the truth
  
  Sincerely,
  
  *************************

  Business response

  04/06/2023

  We are now and will continue to provide the highest degree of service for ************* at the highest reasonable priority. This particular job has had its share of delays, exceptions, and miscommunications. For this, we are very apologetic. However, there is not now, nor has there ever been any lapse of transparency or any dishonesty in regard to the, quality of product, price of project delivery, level of service, guarantee of work, or coverage of warranty.  We are committed to the deliberate and thorough execution of the work we promised to Mrs. **** and will make every attempt to see it completed with every possible consideration to her legitimate need for the car and reasonable timeline.

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