Complaints

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction started on August 14, 2023. I paid Kevin and Kayla via ***** from my bank ***** ******. I was orginally asked for 565.00 for a used motor, I was then asked for another 282.00 on August 16, 2023 and on August 21, 2023 in the amount of 650.00. Totaling $1497.00. Kayla stated she did not like how the engine looked and was sending it back where purchased and was going to have the engine rebuilt. She stated on several occasions that I would have a refund come back to me due to the price difference. I was promised the vehicle would be fixed on many occasions. One day guaranteeing it would be fixed by October 10, 2023, Since repairs were suppose to be done to my vehicle. I have been given many excuses why the vehicle was not fixed as of yet. At one point the business was on vacation and there vehicle broke down. Another occasion I was told that the engine was not back from being rebuilt and then again that the shop screwed holes in engine and they were waiting for pieces. They stated there was a death in the family, a miscarriage, the weather, a will reading and Kevin was out of town and could not fix it. I was getting inpatient by January 27, 2024 I requested my money back if the van was not being fixed. Kayla agreed via text to refund my money by February 29, 2024 (I have the text messsages). I let them know I prefer the vehicle fixed rather than a refund. On March 4, Kayla stated that Kevin was almost finished with the van. There shop wanted me to go to notary with them so that I would not leave a review about the service they provided or file a claim in court. I said I would if the van was finished and it was in working condition. Kayla then text me after requesting the van update, and stated on March 14, 2024 that there service would not be refunding any money and there is no guarantee the van would work, because it did not work when they received it. Kayla sent me a text to have it towed or she would tow it to me at my expense. With no refund. I went to retrieve my van 4 days later and it was gone. I text Kevin and Kayla on several occasions to find out where man van was. Until I left a review on ****** is when they text me back stating that it was fixed and that I choose not to retrieve, so they had it towed. I was told in a text it was not fixed. I would like to retrieve my van and total money if van is unfixed. The business will not tell me where my vehicle is after paying everything that was requested of me to repair the vehicle.

  Business response

  04/08/2024

  ***** bought this car as a lemon with no guarantee that it would fix the issue of drivability of the vehicle. She wanted only the motor fixed and nothing beyond that. The money she is claiming we owe we do not owe her she only paid for the engine parts including the cost it took to have the machine shop repair the block, pistons, and several other components. She never paid for any labor and she's upset because she lost her case with the man that sold it to her as a lemon. We fixed the motor and put everything back together. On many occasions she called us with hostility and threats of reports to different places to include the BBB and threatened legal action against us even though we did what she wanted. The used engine in her complaint that she claims I picked up I never picked up I went to purchase it for the vehicle and found that the engine was no good as it had a cracked block the crack ran up the entire right side of the block. ***** was informed and asked what she would of liked to do from there she said she would take either another motor or have the one repaired. I told her a refund for parts maybe possible if there was anything to refund for parts. There was not her entire total for parts exceeded the amount she paid and we chose to incurr that cost upon ourselves the cost would up being  $2,000 when completed. She demanded both it being fixed and full reimbursement for the parts. Which I told her she could not have both. She continued to berate, curse at us and everything. She claims it was our life circumstances that got in the way. She was the one who decided to buy a car without test driving it first, lost the lawsuit and as soon as she lost that lawsuit all of a sudden wanted money back the entire time we had it constantly contacting us so many times in a day that it was interfering with business. We responded to all messages from her in a timely manner. She has had herself and others fraudulently put up ****** reviews claiming that we stole money from them for this van for labor and we didn't touch or keep a dime of that money or all went to parts and the machine shop all of which we have receipts for. Even, after she chose to move, get in a car wreck, and purchase a secondary vehicle that was in bad condition throughout the process of getting this van fixed she still demanded it was our fault even though she tirelessly harassed us to the point it interfered with not only her vehicles work but the work on other customers vehicles as well. She new in advance that we were going on vacation when she had the vehicle placed at our business. We kept her very well informed of progress and even took pictures of every step of what was wrong with the vehicle as far as the engine so she could submit the evidence to the courts against the man who sold it to her. We charged her no fees for this either. We have gone above and beyond the work called for. She was told over 7 days in advance that her vehicle was going to be towed either it needed to be done by her or I would have it done at her expense. She never responded to that message nor did she come and get her completed vehicle with it's fixed engine. We were only contracted for the engine and can't guarantee other people's labor on that engine nor guarantee that it would be able to fully run again we let her know that in the beginning and at all points in verbal phone conversations because she bought it as a lemon and never test drove it nor asked the man what was all wrong with the vehicle at the time she bought it for $8,000. They told us they wanted the visibility damaged engine repaired or replaced and that's what we did. We had it legally towed by Illinois 7 day abandoned vehicle law. She was called that day they stickered it too and was informed by mailing as well and it was legally towed on the 8th day with no response from her. I do not know where the vehicle was towed to was not present when they had it towed. Nor did I ask I concluded our business and she has continued to try and harass us by texting, ****** reviews from her and people related to her and some of her friends that we never had any business with that have harmed our ratings and business with the lie that we stole money for labor when all she paid for was parts only and machining. We can't unmachine an engine or get back these parts that are already installed and complete, that she did agree to through phone call and text messages. Even though ***** has deleted all text messages from her end of everything she sent us agreeing to the rebuilt engine instead of a new one. The van was completed on the deadline provided to *****. Our business with her has concluded and we wish for her to stop posting lies on ****** review about stolen money for labor when we were never paid for labor and incurred more tha she paid for in parts. There was the completes machining of the engine including cleaning over $550, a whole rebuild kit that included new pistons, seals for everything, new internal oil pump and the list goes on that was over, $600. We had to have the pistons machined at a shop that was another $100, new plugs machined which was another $80, a new water pump which was over $300.00. As well as bolts other components  so we owe her no difference in parts as even with what is listed with prices she is well over what she sent for parts. Saying we kept coming up with excuses and not working on her vehicle is a lie she and her husband even came to our place of business and saw all the progress with the engine and stated they were happy with it and was just worried as they weren't sure if they were going to lose the lawsuit against the man, but ever since they lost it they have been after the return of this money.

  Customer response

  04/09/2024

   I am rejecting this response because:
  Everything this business is stating is untrue. I never pursued a lawsuit against the man who sold us this car. I never even stated to Kayla and Kevin that I pursued a lawsuit. I never swore at Kevin or Kayla. I was very patient as they had my vehicle for 7 months total. I did not want the van and my money back. I wanted the van repaired. And if the van was not repaired a refund. Kayla texted me to state she would not be able to refund me until February 29, 2024. Kayla stated there would be a refund for the vehicle due to parts being less the route they were going to have it fixed. I do have the text messages to support this. Kayla also said they would not be charging labor due to the issues they were having on there end. I do only want my van back repaired or a refund for the money I have paid to Kayla. I did let Kayla and Kevin both know I would be reporting them to BBB, and I did leave a review on ******, as it is my right to do so. Everything I have stated about this business is true. I don't understand why this business continues to be dishonest when all I have done is been patient for a resolution. They will not even tell us where our vehicle is after asking on many occasions. Never did they respond in a timely matter when I requested the whereabouts of my vehicle. Im attaching text messages where Kayla is stating she would refund my money. I also found a message that they listed on ****** on how they would not be working on any vehicles until Spring. So from December until Spring there was no repairs being in our vehicle whatsoever. I have pics to show the van was in the same position with the hood open. After they put the motor near the front of the vehicle it was rusted from them just leaving it in one position during bad weather. I requested they cover it on several occasions. In which Kayla said she would and failed to do so. They do not have a shop, they work from home. So my van was parked in there front yard since it was towed on August 14, 2023.
  
  

  Customer response

  04/09/2024

  I went to pick up my vehicle by Friday. They had already had it towed. If it was fixed, why would it have to be towed after the business said they would drop it off at her home at one point after stating it was going to be fixed? Business refuses to tell me where my vehicle is. They never told me they were going on vacation until they were on vacation and guaranteed it would be fixed by October 10, 2023. They asked for more money while on vacation stating there vehicle broke down. I did not pay $8000 for my vehicle. I'm not sure where this business is getting information from. I paid $3200. That is the reason I decided for them to repair my vehicle and return it to me. I would have not been out any money and satisfied with the guarantee they had stated that the vehicle was going to be repaired. I have lost work due to this transaction and this business deception. There is another ****** review where this business sold someone's vehicle that I failed to check there reviews prior to using this business. Very disappointed with these people and how they could do these things to customers and assume after waiting for months, that I would not pursue a resolution. They assumed that I would just be alright with there multiple accuses why the vehicle wasn't repaired. The company that towed or vehicle to there home on August 14, 2023 also  mentioned to me that the vehicle was still sitting there with the hood off...and that it was not right of the business. In that instance I requested a resolution.

  Business response

  04/12/2024

  Here vehicle was completed on the final date provided in February. Multiple times we had tried to complete this vehicle sooner but we can only go as fast as other businesses as well as many parts were machined and other parts came in via delivery. We have zero control over those. Unfortunately, that didn't matter to her and she continued to harass us multiple times a day via phone call, driving by, or text message all which I had stated previously got so bad that it not only interfered with her repairs but the repairs to other customers cars as well. A person can't just harass a business into providing only them service when it's that business's job to provide for many people as they are able to. She demanded that she be the only customer serviced on many occasions and that's not how businesses operate. She even stated in her original message that beyond those messages she just provided that we reached a final completion date and that date was met and the van completed. She never came and got her vehicle and so it was legally towed by Illinois law. She has also continued her harassment of us and our business beyond these correspondences by still continuing to drive by our business daily blaring her horn and sending reimbursement requests which has already been stated will not be gave as it was for parts only no labor was ever charged and the cost of the parts far exceeded the cost that she provided payment for, also we completed the van per her request and that up held our agreement that if the van was completed that she was not entitled to full reimbursement but reimbursement in difference between parts of there was any. Which there was not any difference between the parts as the parts exceeded the cost. They did not fall below what she paid. Therefore, she is not entitled to reimbursement of anything.

  Business response

  04/12/2024

  I have already responded to the complaint twice now. The vehicle was completed and she failed to come pick the vehicle up she was gave all legally required notices and even a telephone call to come pick up the vehicle she never did so it was legally towed and I don't have the information as to where. That information should be in the notice that she was sent prior to them towing it. She had over seven days and never came and got it. The vehicle was completed as agreed upon and there is no difference in parts to reimburse her for. She has no basis to say that the vehicle is not repaired when the vehicle has indeed been repaired to the specifications that she asked to be repaired which was engine only. The condition of anything else can not be guaranteed as she bought this vehicle without ever test driving it and bought a vehicle that was a lemon it broke down a day or two that she bought it at $8,000 and all she wanted fixed was the engine which is what was done in it's entirety. Which was done with a great deal of time and care because of all the broken components many of which needed to be specially machined at another shop and nobody can guarantee another businesses labor only that business can. 

  Customer response

  04/16/2024

  I don't understand why you continue to be dishonest. The text message from Kayla and Kevin clearly state many times in March, not February that the vehicle was still being fixed. The vehicle was in Kevin and Kayla's possession for 7 months. Guaranteeing on many occasions the year 2023 that the vehicle would be done. The text messages will clearly show this business is not telling the truth. I did not harass this business. I would never harass anyone. At one point I was so gracious that they guaranteed my vehicle would be fixed on October 10, 2023; I purchased Kayla a necklace with her name on it and her children toys, if anything I was very patient. I'm out $1497 and I still do not have my vehicle in my possession. I have text messages regarding Kayla asking what is my address to drop my vehicle off when it was finished. My only conclusion why this business would treat me as they did is because I'm from our of town and recently moved to this area. I had just closed on my home and they new I had been taken advantage of by the person who originally sold my vehicle and assumed I would not take this situation a step further. This situation of my making a complaint could have been avoided if my vehicle had just been returned last year as promised. The truth will come out. The text messages all prove it.

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