Complaints

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Carter and sons robbed us they promised us Great service but gave us incompetent service and when we came back because our car wouldn't start he told us to leave or he would call the police on us but he is not going to look at much less touch our car he just ignored us and barred his employees from talking to us he told his employees if they talked to us he would fire them we took the car there it was running but it is not running after they touched it they have committed fraud and I want a refund

  Business response

  08/22/2024

  Hello Mr. *******, I apologize that your experience with us was unsatisfactory. However, the false statements and misinformation about our business in your review are concerning and must be addressed. According to our records, you brought your vehicle in to our shop on August 5, 2024, with complaints of the vehicle running roughly. You insisted that an air box was the issue. Further, your vehicle had over 200k miles, and by your own admission, had not routinely been taken into an automotive shop for regular maintenance or repair by a certified mechanic.
  
  Our technician explained that a computer diagnostic would be necessary to determine why the engine was running rough. After receiving your approval, we conducted the diagnostic, which revealed a misfire in engine cylinder #2. We communicated this finding to you and provided an estimate to replace the all of the spark plugs and wires, which would resolve the engine misfire. You approved the estimate, and we performed the services as outlined in the estimate.
  
  Once the work was completed, our technician took the car for a test drive to confirm that the issue was resolved. The car ran smoothly without any skipping during the test drive. When you arrived to pick up your vehicle, we informed you that the engine misfire had been fixed. However, we also noted that the vehicle had not been receiving routine maintenance, which is imperative given its age and mileage. You were able to drive your vehicle from our shop without any issues.
  
  The following day, you returned complaining that your vehicle would not start. Our technician immediately began examining your vehicle to determine why it was not starting. We first reviewed the work that our shop completed the day prior, which was not showing to be defective. However, we discovered that your timing belt malfunctioned, which was causing your vehicle to not start. The timing belt was not related to the work that was completed by our shop the day prior. We only replaced the spark plugs and wires, which do not require us to move, or even touch the timing belt.
  
  Timing belts require routine maintenance, as such, they should be replaced at specific mileages. As previously discussed, you communicated to our technicians that you do not regularly take your vehicle to an automotive shop to receive routine service and maintenance by a certified mechanic. Further, our technicians noted that your vehicle was not regularly maintained and was in need of such based on the age and mileage of the car.
  
  We attempted to explain this to you in our office, but you responded with shouting and yelling in front of other customers and staff. Despite our requests for you to refrain from said behavior, you continued shouting and harassing our staff, therefore, for the safety of our staff and other customers, we informed you that we would call law enforcement if necessary. The allegation that we would fire any of our staff for communicating with you is vehemently false. We apologize for the unsatisfactory experience and hope that this helps clear things up. If you have any additional concerns, please email us directly at carterandsonsauto@gmail.com.

  Business response

  08/22/2024

  Please see the attached correspondence debunking the alleged complaint by Mr. *******. Mr. *******'s complaint contains extremely concerning and false allegations toward our business. Mr. ******* harassed and threatened staff in the presence of other customers in our office. Mr. *******'s behavior was unacceptable and uncalled for, so much so, that further legal action may be sought on behalf of Carter and Sons Auto Center. We request that this complaint be dismissed in its entirety due to further pending legal action. 

*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. ↩