Complaints

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called ARD from a ****** search Aug 24, 2022 spoke to Allen. I have a ** ****** with broken mechanism of left back window. Allen said this is a common problem and he has parts in stock; could fix the car right away. Quoted a reasonable price to repair. We took the car there and while dropping it off the price quote now was getting higher, and not sure how soon he could repair. He would get back to us later. Later he told us that the part would need to be ordered, can't get the part anywhere in the USA...It was coming from ******!!!! I brought the car to ARD because they said they stock those parts and need the car for school! After learning the car could not be repaired in a timely manner and the price kept getting higher and higher I said we would be picking the car up August 26, 2022. I was screamed at, talked over and threatened that they would be charging us DOUBLE THE PRICE!!! These people are rip off artists, no email, website, post their so-called business on FACEBOOK, are not reputable. SCAM.

  Business response

  09/27/2022

  On August 24th we were contacted by ****** inquiring about a repair to her ** ******. She described the problem as a broken rear window. We informed her that we can take a look and repair the problem as it is very common in those vehicles.we said we work with a bunch of suppliers  WHO USUALLY HAVE THE PARTS IN STOCK, not once did I say we carry anything in stock at our facility. She agrees to bring the vehicle in for inspection. ****** and her husband **** arrived and I spoke with them about possible causes, **** asked if I could give them a ROUGH ESTIMATE as to what the bill might be. I gave 3 separate quotes as we did not know the cause of the problem. At this point NO set estimate was provided or implied. They left the vehicle so we can take a further look as to the problem, this required us to remove the window regulator and window mechanism in the rear of the car which is book time 3.5 hours. Rear seat had to be removed as well as the rear interior panels Once we found the issue which turned out to be a broke regulator cable I reached out to **** and explained that the part was broken and that we needed to order it, i then gave a quote of about 600$ for the parts and labor . **** agreed and we proceeded to order the part. The only place to order the part in a timely manner was through ********** at this point they informed me that no dealer in the U.S.A had this part and it would needed to be ordered from ******. **** agreed to the order and the time needed to order which was 2-3 business days. Friday morning the 26th **** sends a message that he would like a picture of the damage ,we provided pictures of damage **** was fine with the progress and we told him the car would be done by end of day. 1 hour later ****** calls saying she needs her car back and that its taking too long and that we lied to her saying that we told her we had the parts in stock which I would never say. She becomes irritated while I was trying in an extremely nice and calm way that we had never said we had the parts in stock.she then asked me to stop “yelling” at her which I absolutely did no such thing I was speaking in a very calm and professional manner as I had another customer waiting for me to get off the phone .She demanded I put the car back together ,I then explained that if I have to put the vehicle back together and then install the part at a later date she would need to pay for the job twice as I would need to remove everything all over again. ****** became even more irritated with this response. She procedded to say she would not pay it and that she is coming  to get her vehicle at the end of the day. I agreed and we hung up. This is where we reached out to **** her husband to explain what had just happened, I also told him I had called the dealer and that the part was in fact on its way to our facility and we can have the vehicle done by end of day, he agreed that we repair the vehicle as previously agreed . I verified for a second time the cost of 613.33. the price NEVER increased from original quote .we repaired the vehicle as agreed by **** ****** . Upon pick up of the vehicle he explained that his elderly wife was a bit of a handful to deal with and that she wanted no part off picking up the vehicle . We provided a receipt for the repairs and **** was very courteous and thanked me for the help and the timely repair. He also said that we had done the job for much less than they had gotten previous quotes for and that the told them they needed something completely different . We feel we did an exceptional job of getting Janices vehicle back to her as soon as we possibly could.

  Customer response

  09/27/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The company is lieing. In my original conversation with them they STATED they HAD THE PART, as this was a COMMON ISSUE. My decision to bring my car to them for repairs was based on the fact that they HAD THE PART IN STOCK, as they did these repairs often, a common issue, and that the repair cost would be reasonable. In addition, I needed my car repaired in a timely manner because I needed it for school which was beginning in a matter of a couple days. I asked for a BALLPARK estimate which I was given verbally. The estimate was MUCH MUCH lower than what the cost turned out to be after repairs. Even going there with my car, they NEVER GAVE US A WRITTEN ESTIMATE to lock in a price, hence the price was increased expidentially. Hence also the lies saying they stated a price and stuck with that quote. No proof, no written agreement. THIS WAS A BIG MISTAKE!

  The continual lies about being courteous REPEATED OVER AND OVER IN THIER RESPONSE HERE IS LAUGHABLE! Why the need for repeated being polite so often, except to point out they were NOT polite and they are showing their guilt! A company should always show they are courteous to their paying customers, that's just good business and good manners....so why the need to point out over and over they were friendly and courteous? (Except to point out that they were not) Liars will attempt to convince others of a false report because if they tell a lie over and over you may tend to believe them. It's a form of brain-washing. If they were friendly and courteous why didn't they continue to deal with me and give me updates? This was my car, and I initiated the call for repairs. Why did they stop talking to me and start dealing with my husband? Was it because they were no longer being friendly and courteous to me? Yes, exactly, they were arguementative!

  The tone of being friendly and courteous changed quickly once we left the vehicle at their location. In addition, there are posts on Facebook left by other dissatisfied customers who had the same experiences we were dealt, namely being treated.... fairly and friendly at first.... to a quick about face ...to being lied to, treated with aggression and even becoming hostile. I was the one who initiated the work to be done, yet they screamed at me when I pointed out they were not living up to their part of the agreement. They obviously did not want to even deal with me so they begain to call my husband at his job. They began a deplorable game of pitting my husband against me for their own benefit. Screaming at me, and then calling him and pretending all was well when it was not.

  They are liars and cheats and I would never recommend them nor take any car for repairs to them again. In addition, when they removed the seat to repair the window they dumped rainwater into the trunk (the car is a convertible) and ruined a set of books that were soaked with water then turned to mildew. The cost of these books is near $100 and the Bible was an antique which is priceless. I agree with the other dissatisfied customers on Facebook, and would hope others will also think twice about bringing their cars for repair to them, and rather take their cars to a reputable repair shop that puts everything in writing up front, so they can't change the price at whim. This is a team of boys whose hobby it is to tinker with cars. They are not professional at all.

  
  
  Sincerely,
  
  ****** ******

  Business response

  09/27/2022

  Ma’am , we are done justifying our response. We repaired the vehicle at a timely manor and with a reasonable cost. Your husband was very pleased with the repair . As far as rain water you speak of , the rear window on the vehicle was detached from the top and leaking prior to coming in for a rear window fix. We never once yelled or screamed at you and I have a witness to this as agin I was speaking to you with them right in front of me .  And again we never said we keep any parts in stock, we use suppliers Who USUALLY DO. We do not carry ANY parts in stock as we work on numerous makes and models . The repair was done in fact in a timely manor from Aug 24th -the 26th which is 2-3 buisness days from time part was ordered . We have visual text message from **** stating and backing my claim . We will not issue a refund and and we hope you have a lovely day . 

*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. ↩