Complaints

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello my name is ******************* I took my truck to champs automotive in ******** **. My electric back window would not open. I dropped off my 2012 Ram **** on April 19th. For an estimate and if they could fix it.I talked to *********************** he said they could fix it the electric motor is ****** plus tax and around ****** in labor plus tax. I told them great lets do it. He called me when it was done he said it all fixed you can pick it up. So I get there he said its ****** swipe your card and sign and Ill get your keys. So I did went to my truck to see if it was fixed and when I push my button for the window the cables popped off. I went back inside and told him he said bring it back on Friday will fix I said okay. I brought it back he called a couple of hours later said sorry we cant fix it. So I assumed there would be no charge because he didnt do anything for me. He told me sorry but we are not going to touch it .it is what it is. I asked for my money he said no I said how about taking my part back so I can get the money for my part he said no. So I filled a dispute with my bank about the charge. I had to buy my window and motor and have another company fix it. I paid ****** plus tax in labor and ****** for the window. The mechanic was taking the window off, and then I found out the motor was gone. **** had had his mechanic take the motor when I brought it back that Friday.He refused to pay me for it after I had paid for it. I still have not received my part so I had to buy the same part twice. I cant believe they stolen my part. This shop is very unethical and dishonest. I hope I can get this resolved or at least get my money for the part back. Please let me know what I can do. Thank you,*******************

  

  Business response

  08/11/2023

  To whom it may concern:
  
  The customer came into ******************** in ******** stating his rear sliding window had been broken into and wasnt working. After inspection, we informed the customer it needed a rear sliding window regulator and went over the cost of repairs with the customer, he approved work to be done at that time. The technician removed the rear seats and back paneling to access the regulator, removed the damaged part and replaced it with a new regulator, and tested the function. The window was working properly without issues at that time. The customer was notified and picked up the vehicle with no issues.
  
  A few days later the customer stopped by the shop to let us know he was hearing a clicking sound from the rear sliding window, after further inspection (at no cost to the customer) we explained that the noise was coming from the window track. This damage was not found upon original inspection and repair because only the regulator and motor were inspected and when the window was tested it was only opened and closed 8-9 inches, there was no noise at that time. We advised the customer to call his auto insurance and see if he had window coverage, they could replace the window and track. The customer was ok with that and later he called us to let us know the auto glass company was at his home and they were replacing the rear sliding window and that it included the rear sliding window regulator. We advised him to have them do that and bring back the parts we initially replaced, and we would refund him that money.
  
   On 05/04/2023 the customer stopped by the shop again with no appointment, he brought in with him a new parking brake lever and wanted us to install it- we installed the customer-supplied part for him at no charge.
  
  * He never brought back the rear sliding window regulator for his refund.
  
    On June 15, 2023, we received a letter from our Credit Card processing company that the customer was disputing the charge and requesting a full refund. His complaint did not match this complaint to the BBB- in the complaint to the credit card merchant he stated that after we gave him his quote for parts and labor and getting the repair done his window still did not work and we told him there was nothing we could do, he also stated that he tried to contact the shop on three different occasions with no luck and we refused to refund him. We addressed this with the credit card company and provided documentation, the dispute was dropped and found in our favor on July 11, 2023. Can provide documentation upon request.
  
  This customer was offered a refund for parts and failed to follow through on his end, he has since gone to every length to damage our reputation.
  
  *****************************
  Champs Family Automotive

  Customer response

  08/14/2023

  when I pick up my truck on the 19th be for I left I checked the window it didnt work. They told me to bring it back so I did then they removed my part with out my knowledge. I had asked him for a refund on the part because they took it and they said that they dont do that. They said they refunded me my part money that didnt happen I would gladly provide my bank statement to prove no refund. I even told them I would pay for the labor it they refunded me the money. But like I said **** told me they would not do that. 
  I will upon request show my bank statements from May 19 all the way till current date with no refund of the part. Thank you.

   

   

   

   

  

  Business response

  08/14/2023

  
  Aug.14, 2023
  
  Dear ***(s),
  
  Thank you for your response.
  It was nice that the customer took pictures. However, they arent time stamped. Even if they were it would have to prove that the customer didnt take the part out himself prior to taking the picture. They do not prove that ************** removed a part.
   All that was involved in the inspection was a check of the connection to the part (rear sliding window regulator ie: cable assy1215 part # ********AB) and making sure it was working. The truck left here with the regulator working in good condition.
   We double checked our camera footage in the shop and, again, no part was removed at that time. To do our due diligence we have also called ************************* Dodge Ram in ****** (where the part was purchased) , and spoke with *** in the parts department to verify that there is no return from us for that specific part between April 19 2023 to current.  He stated there was NO RETURN/no credit given.
  **** never stated he refunded the money to the customer. He also never stated he wouldnt refund the customer. He stated, bring back the part and we would refund the cost of that part. **** also reiterated that on 08/14/2023 again when the customer called the shop in the AM to request his money back.
  Whatever transpired between the customer and said glass company is not our responsibility. Once the customer replaced the part with what was purchased and installed from glass company it is his responsibility to make sure the part is returned if he wants a refund
  At this point we are not offering the customer any compensation or refund for a part that he claims we stole.  And/or he isnt returning.
  This is unfortunate as we pride ourselves on honesty and integrity. **************** has always been our #1 priority and will continue to be.
  Regards,
  
  CHAMPS FAMILY AUTOMOTIVE

*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. ↩