Complaints

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against a local mechanic shop, European Motorworks, located at ******************************************* ******, TN *****. My experience with this establishment has been incredibly unsatisfactory, and I believe it is necessary to bring this matter to your attention.On 05/09/2024, I brought my Porsche to European Motorworks to address electrical problems. As a car enthusiast, I had high expectations for the quality of service provided. Unfortunately, these expectations were not met, and I am deeply dissatisfied with the entire process.Firstly, the mechanic at European Motorworks took an unacceptable amount of time to diagnose the issue and order the required parts. It took them approximately 10 days to complete this task, causing significant inconvenience and frustration. I believe this delay indicates a lack of efficiency and professionalism on their part. Moreover, during the diagnosis process, it became apparent that the mechanic was unable to decode or reset the computer system of my car. This crucial service, which I assumed would be within their expertise, was not available. As a result, I was informed that I would need to visit the dealer to resolve this issue. This lack of transparency from European Motorworks is deeply concerning and raises questions about their competence and integrity.I am particularly disappointed because, had I been aware of their limitations from the beginning, I would have taken my car directly to the dealer, saving both time and money. Instead, I wasted valuable resources on a repair process that ultimately led me back to the dealer. However, I have already paid a large amount of money to European Motorworks, and now I have to pay even more for dealer service. This experience has left me feeling deceived and betrayed as a customer.I strongly believe that consumers deserve honest and reliable service, especially when dealing with high-end vehicles like mine.

  Business response

  05/28/2024

  First of all the client neglected to mention he left his windows down during a night when we had substantial rainfall.  The difficulty in diagnosis was due to the customers negligence and the fact the car was completely dead at the time so not only would the ignition turn on but also you could not put the transmission into neutral to move the car into the shop.  Upon finally getting power to the ignition to move the lever into park and the ability to move it into the shop it was noticed there was easily 2-3" of water in the drivers floorboard which is where the body control module is located.  This damaged module is why the car would not function and that was relayed to the customer.  He inquired he did not want to dry the interior and I told him he could not install electronics in water.  He agreed to the repair process and again delays in repairs were due to the module having to be special ordered from Porsche AND the required remove of the seat and carpeting to dry the affected area, all which he agreed on.  It was NEVER mentioned he needed the car under ANY time of timeline.  When the module arrived and installed only then did we realize we could not code the module to the car.  I then called the customer and explained to him the issue with the Boxster lineup sometimes we can code them, sometimes not.  He was fully understanding and then inquired if we would also change the oil for him.  So at that point he was so upset evidently he added MORE work for the shop to do.  He was not charge for coding the module because we couldn't do it and I even went as far as warrantying out the battery which we didn't have to do as it was purchased elsewhere.  This customer is completely fabricating his dissatisfaction, inconvenience and frustration.  Talking to one of the tech's at Porsche this job would have been $3-3500 at the dealer, which I'm sure would have increased his frustration.  He has the module so he could see the damage he created from his own negligence

  Customer response

  05/30/2024

   
  Complaint: 21760311
  
  I am rejecting this response because:I am writing to file a complaint against a mechanic who has provided me with a deeply unsatisfactory experience. I entrusted my vehicle to this mechanic with the expectation that it would be returned to me fully operational. However, not only was the mechanic unable to provide any diagnostic on my car, but they also failed to disclose their limitations in advance. After this initial disappointment, I had no choice but to take my car to a dealership mechanic. To my dismay, they discovered multiple problems that needed urgent repairs. It was clear to me that the previous mechanic had been dishonest and had charged me for services they were incapable of providing. A truly honest and reputable mechanic would have communicated their limitations and lack of equipment from the beginning, ensuring that I had realistic expectations for the outcome. Instead, this mechanic not only wasted my time and money but also displayed a complete lack of integrity by charging for services they were unable to deliver. I believe this mechanic's actions are not only unethical but also fraudulent, as they knowingly charged for services they could not provide. I request that you investigate this matter thoroughly and take appropriate action against this mechanic to prevent them from taking advantage of other unsuspecting customers.
  I appreciate your attention to this matter and trust that the Better Business Bureau will work towards resolving this issue and holding the mechanic accountable for their dishonest and crooked practices.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Upon receiving a quote to service my vehicle, 2007 VW ***, I had questions regarding the price for specific parts, ignition coils, that was 300% over the current market cost, listed on the service order. My son dropped my vehicle off to the business on Friday, April 1,2022... the service quote was given by the end of that business day... I was unable to review the quote until late. I did some research to verify the quote was fairly accurate according to the service order recommendation and discovered the price for the ignition coils was way overpriced! I called the business Saturday morning, April 2, 2022, to discuss this matter, unknowing the business was closed on weekends, so I left a detailed message to NOT service my vehicle until I discussed my dispute. I was leaving the country on vacation Sunday, April 3, 2022, and left instructions with my son to try to talk to someone at the business to discuss my dispute about the quote and I left a message to not service my vehicle until this issue was resolved... the business did try to contact myself and my son, however I couldn't be reached and my son was unable to answer the call because he was at work. Upon returning from vacation, I called the business to try and discuss the dispute I had and was t***, the work/ service had already been done on my car. I asked how could that be so when I specifically left the message to NOT service my car until I talked to someone... the owner ***** acknowledged that he did receive the message but rudely t*** me that it was too late the service had been done. So what if I couldn't afford the $1200 service bill?? The owner had not been authorized to do any work, but did it anyway, very predatory business behavior!! The owner was extremely rude to my family when my ** **** *** mom insisted to sign the receipt "under dispute", used my credit card without proper legal authorization, ***** hung up on me when I tried to discuss this matter, completely unprofessional!

  Business response

  04/29/2022

  Business Response /* (1000, 5, 2022/04/**) */ We did not do business with the complainant. On 4/01/22 ****** ***** dropped his car off at our facility for "shaking" and "jumpy skippy hesitate on acceleration". A diagnosis was performed on the items listed on the original repair order. Mr ***** approved repairs and we moved forward with the repairs he requested be done. The following week his mother called and said she didn't agree with the price of the ignition coils, we informed her we had already completed the electrical portion of the repairs and all that was left was the transmission service. We use OEM & OES parts on vehicles AND had gotten the work approved before we start, the call log clearly states that. If Ms ***** wanted to be the approver of work performed it was not on the original repair order nor was it relayed to us during the many conversations with ******, she entered the conversation after repairs were completed. The electrical portion again was done on 1 apr 2022 AND was approved by ******. Ms ****** called on a day we were closed. I offered her the opportunity to remove the coils(if she payed labor) and she resisted and attempted to get the repairs free. She called so many times we had to refuse to talk to her as she was harassing the business. She said she found an oem coil for $** which we doubt. attached it a sample coil pricing from a well known online retailer. Again the pricing is cheaper because some internet based seller deal in volume and if you walked in any dealer you are going to pay the list price of $**.**. ***************************.com/products/**********-**/20L6-**********-Ignition-Coil/XXXXXXXX/07KXXXXXXG.html again, at no point of any conversation with the person that dropped the car off did ****** mention he was not the approving person. I also do not appreciate her sending a family member to my business to attempt to intimidate me by stating she was a ***** and ********. Her credit card was ran with her approval AND she signed the receipt. Consumer Response /* (3000, 7, 2022/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all ***** isn't telling the truth. There was never any offer to remove any parts from my vehicle at anytime. I never harassed the business by calling, I was in the middle of the ocean on vacation with no phone service whatsoever. Of course I called upon my return to check on my car, it's MY car not my son's ******. He just dropped off the vehicle, I was in the car when it was dropped off, he's the one that went inside. ***** was rude to my family for absolutely no reason, if he's afraid of an elderly retired person, that's his problem. My mom stated she's a retired ***** & an ******** merely to help solve the dispute & explain why she wanted to sign the receipt "under dispute". I was told and my family was told that there could be no credit card authorization without a detailed email of my permission or my son actually being a connected as a signer on my account, of which none was given . ***** told me over the phone that my credit card couldn't be used without me being present on Friday, April 8, 2022 & I'd have to come in to sign the paperwork before the business closed at 5, while my family was standing in the office of his business. His assistant had already run my credit card that very day, without me being present, and she told my mom that she'd refund the card, but didn't! I have proof of my bank statement. I was unable to **** foot into the business until Monday, April 11, 2022, while video taping the entire exchange to retrieve my vehicle. I specifically asked the assistant why my card was run on Friday without my approval, all on my recording. She said there was such a commotion going on that she didn't refund the payment. I signed the old paperwork from the previous Friday. Which already ran through my account, a new receipt should've be issued! ***** was completely unhinged during the exchange with my family and myself on the phone! He hung up on me while doing business, who does that and calls themselves a professional?? The worst experience I've ever encountered! He acted like a child having a tantrum, a grown man! Business Response /* (4000, 9, 2022/04/22) */ This is the circular talking this individual continues and will continue to make false allegation as long as the *** allows it to continue. Facts: 1.The person dropping off the car and signing the repair order never mentioned someone else was responsible for repairs or payment 2. ****** approved repairs, the phone log states that and we had many communications about the timeline 3. We never heard from Ms.***** until a after business hours & partial repairs complete. we stock parts for misfires(plugs & coils) because it is so common for these to fail on ****, again ****** verbally approved repairs. 4. In good will I even looked back over the car because she said she wanted to know what else was wrong with it, I listed concerns not initially listed on the Repair Order request, again on my time. 5. We offered to refund the card but she agreed to come in and sign the receipt. 6. She was threatening to commit credit card fraud that day by having her son sign it(unauthorized signer) and immediately dispute it because she didn't sign it. 7. They then tried to leave with the car without signature and it it evident we would have not gotten paid if we had allowed that to happen. 8. We wish to discontinue this process as the customer was adamant in getting something for free, a service we do not offer. They will continue in deception, belligerence & nasty name calling as long as it is allowed which is why we refused to continue discussions with Ms. *****

*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. ↩