Complaints

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have triplets, and I took my truck to them told them it had a leak. They supposed to figured it out where the ** was leaking from so they give me a quote and supposedly put new parts on it. I left it still wasnt working properly. I told him about it a few months later it wasnt even blowing cold at all and the compressor was squealing. I took it back to then, they tried to say that it was the evaporator coil and wanted to charge an ungodly amount to change it. Told him no, I would get someone else to change it if it was leaking, come to find out you can tell on the evaporator coil that that was the original leak. So I left them a review on their website when I called back today to tell him that I got the coil changed out and that the Compressor was still squealing. He told me that since I left a review and that I wasnt allowed to bring my truck back to them even though the parts are still underneath warranty. Then Im like no its still under warranty and he hung up on me. As you see in the picture that the evaporator coil was the problem from the start and I probably didnt need the whole new system that they installed.

  Business response

  07/11/2024

  June 30, 2024

  Better Business Bureau of *************

  17 S *****

  ***********************

  Dear BBB Team,

  l hope this letter finds you well. I am writing to address a recent concern expressed by a customer, *******, regarding her experience with our auto repair shop. We understand the importance of maintaining high standards of service and transparency, and we appreciate the opportunity to provide clarity on the matter.

  *******'s Dodge Ram, a 16-year-old vehicle, was serviced by us on August 23, 2023. The initial visit involved replacing the compressor, condenser, and liquid line containing the orifice, along with all related seals. Following the service, ******* responded positively to our follow-up, expressing satisfaction with the work done. "It is doing well, thank you."

  Our next interaction with ******* occurred on May 23, 2024, when she returned to our facility under the impression that her entire A/C system should be covered by warranty. Upon conducting a complimentary inspection, we identified a whistle under the dash and discovered a leak originating from the Evaporator Core, a component not replaced in the initial service.

  We communicated the potential risks of leaving leaks unrepaired and offered a discounted repair quote.

  Regrettably, subsequent communications with ******* became increasingly contentious, involving abusive language both over the phone and in person. Despite this, we remained dedicated to resolvinq the issue, conducting multiple no-cost inspections, and extending discounts in good faith- ***** the age of the vehicle, we aimed to address the challenges equitably.

  After repeated hostile interactions and threatening communications, we concluded that our services might not be suitable for *******. Our team reviewed call recordings and observed instances of blackmail, including threat5 of lawsuits and negative online reviews. She also accused us of attempts to manipulate reviews using multiple accounts, which only ****** can regulate. She posted a few times with a few names only 1 containing her real name.

  In the interest of maintaining a respectful environment for our staff and customers, we made the difficult decision to end our service relationship with *******. We intended to support her by offering assistance with parts if she could find an alternative service facility, but her continued abusive behavior made it unfeasible to communicate this offer.

  We strive to create positive experiences for all our clients and regret that we were unable to meet *******'s expectations. Our primary concern remains the well-being of our team and the integrity of our service.

  Thank you for your understanding and for affording us the opportunity to elaborate on this situation. We remain committed to upholding our standards of honesty and professionalism.

  Sincerely,

  ***********************

  Customer response

  07/11/2024

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

  that is nothing but total lies. I never got verbally abusive. I dont even cuss so again a lie. I took it back up there and then they tried to tell me that it would cost me $2800 to replace my evaporator coil I said I cant afford that that I would take it somewheres else and let them fix it and then bring it back to them upon getting it fixed and installed by somebody else, I contacted them and told them that it was fixed and asked them to please replace the compressor that it is still squealing on my truck which is covered underneath warranty. They told me that they did not want my business anymore and that I could go elsewhere I did communicate with them and tell them that if I had to, I would get an attorney  and ***** words to me was good luck with that. I said well I will leave a negative review which I did leave a negative review. Again, all parts is underneath warranty if they want to give me a new compressor and me take it to someone else to get it changed, I would gladly do that. I do not want a used one. I want a new one just like I was supposed to get on my truck. I also would like to know the company that they got the parts from so if it happens again, I can go through that parts place to have it replaced. 

*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. ↩