Complaints

• Initial Complaint

  03/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had an Intoxalock device Install scheduled for 02/24/2022( Thursday), the Install appointment was scheduled directly by Intoxalock on my behalf.. The Install was scheduled to take about 2 hours. We left our vehicle in Hyde Park Auto Electric shop and headed home. Towards the end of the day we still hadn't heard back from them and we reached out to Intoxalock to no avail so we contacted the car shop directly. The gentleman stated he wasn't able to get to our car that day, that he would do it the following day. The next day (Friday 02/25/2022) we reached out again and the gentleman stated that he wouldn't be able to complete the Install until Monday (02/28/2022) now. On Monday 02/28/2022 we were now very worried as to what was going on so we reached out 1st thing in the morning at which point the gentleman stated that our vehicles engine was now not starting and that he didn't know what the issue was. He went on to state he wasn't even able to Install the device, and that all he can do was Tow our vehicle back to our address. The shop didn't tell us what the issue was, what they did to our vehicle and offered no type of assistance with this matter. We stressed the point that how was it possible for them to damage our vehicle to the extent that the engine would not start and they are now simply offering to Tow our now broken vehicle to our Home. We are now 3 Tow Trucks, 2 weeks worth of car rentals, and 2 different mechanics in debt due to the blatant negligence of this establishment called Hyde Park Auto Electric. The mechanics that have taken a look at our vehicle state that they cant figure out what exactly they did to our vehicle which doesn't allow the engine to start. One of them suggested perhaps he burned the Electric Cars Computer. We now have to Tow our vehicle tomorrow Monday 03/21/2022 to the Cadillac Dealer to get one final opinion and try to figure out if our car is even fixable.

  Business response

  05/05/2022

  On the Afternoon of 2-24-22 *************************** came in for his appointment that had been skipped several times for the previous month. 
  Upon their arrival, my colleague and my self greeted Mr. ************ and friend came into the office when and started explaining that his car had an electrical issue, and that while the car sat and after we installed the intoxalock system that we would need to disconnect the battery. 
  We informed the customer that once the intoxalock was installed, the vehicle's battery could not be disconnected. If the battery had to be disconnected we could not install in the system because it would violate the agreement between the customer and intoxalock.  
  
  The following day, there was a severe snow coming in, so we put **************** vehicle inside our garage so that it would be dry for the installation process. The next morning we came attempted to start the vehicle a to move it a few feet so that we could be able to open the doors completely. The car would not start. We gave the customer a call and offered to take a look at it for him to locate the electrical issue. **************** granted us permission,  After locating this issue and informing the customer the vehicle seemed to have an issue with the security. We showed the customer that intoxalock system was never installed, even showing the intoxalock system was still in the original packaging that it was mailed to us in. 
  Thank you for you time
  

  
  

  Customer response

  05/05/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  We are rejecting this business response and want to provide more details that were not included in their response.

  The business is downplaying the below facts:

  1. We drove our vehicle in perfect working condition to the Intoxalock Install appointment on 02/24/2022. We rescheduled one time prior to this appointment due to a personal matter.

   

  2. They are being dishonest about us stating that our vehicle had an electrical issue. We had been financing our vehicle going on 3 years and 2 months and we never had a single issue with our vehicle.

  3. The Business did NOT offer to fix our vehicle or find a resolution to this matter instead they simply asked for an address where they could drop off our now broken vehicle which would not start.

  4. As a result of this negligence and only after (5)weeks of having to have rental vehicles, several tow trucks, and many other expenses caused by the same we were obligated to get a new vehicle. We brought our vehicle to 3 different mechanic shops which could not find what the issue was. 

  5. Attached are pictures of how we found the latch around the steering wheel when our vehicle was towed back to us. The exact area where they work on to install the ignition device.

  6. The only resolution we are accepting is for the business to pay the remaining balance on our financed vehicle due to us having to give up our vehicle because of the electrical issues that negligently caused to our vehicle.

  7. The next option would be to move forward with a Civil Lawsuit and present all of our evidence for a judge to decide.

   

  
  Regards,

  *******

   

   

  Business response

  05/31/2022

  Hi, this is ******* about electric will complete ********. Our response is still the same the guy brought his car and yes when he talks a lot about the next morning the car would not start insurance company denied the car there was nothing that we could have did to stop the car. We didn't even install the system the car wouldn't start there's nothing we can do or further. We could say it's unfortunate the car wouldnt start but we did nothing but if it to the vehicle or mess anything up on the vehicle. Thank you

*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. ↩