Complaints

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was charged for services I DIDN'T need. Clinton, MD local kept my car for 2 days. On the second day I received the full report. UNDERSTAND I just picked up my car from my MECHANIC when I made the appt. On the 14th of Nov. For the 21st of November. I was told if I bring it before 8am. I would have it back that day. This is not the first time I dealt with this business. That is how it works. I work for Uber. NO SHOP keeps my car for more than a day. I can't afford that. Drop car off at 730am. Called at 2:30 pm. Guy THOUGHT my car was done because it was up front. Checked came back and told me it wouldn't be ready until tomorrow. Told me that at 330pm. Never have I EXPERIENCE something like this. I thought ok. My car should be fix next day. No next day a RECOMMENDATION of about 3000 dollars worth of services. That I DONT need. Had they ACTUALLY checked you would have seen about 90%of those suggestions I already took care of. So that tells me you DIDNT look at my car. You said my car was leaking. It DOESN'T. You said my car was LOUDLY banging and clanging. It DOESN'T. I have274,000 miles on that ORIGINAL engine. My car STILL rides passengers for ****. It CANT bang and clank. They wanted to charge me 80 dollars for a lugnut replacement of 7 lugnuts. UNDERSTAND I went to go buy lugnuts. Thay were out of stock but they cost 2.69 cent a piece. That means they were charging 59 dollars for labor on a five min job. My BIGGEST issue you DIDNT have to keep my car an EXTRA day to gaslight me. That was a TOTAL waste of time. You wrote a BOGUS evaluation report on my vehicle. This *** guy was the WORST person. He was EXTREMELY combative. Wouldn't let me talk. Told me after spending thousands previously at this shop I can take my business somewhere else. I'm sick and tired of dealing with business that HATE the community they serve. A good Businessman would appreciate his customer and want to work out a solution NOT be a *** hole

  Business response

  12/27/2022

  From: ******************* <**********************************************>
  Date: Tue, Dec 27, 2022 at 9:45 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania  complaint #********.
  To: Better Business Bureau  <info@mybbb.org>
  
  
  "Upon receiving **************' feedback, our team conducted an internal investigation and have concluded that the recommendations made to ************** for the work needed were accurate. We can also confirm that the timeline for work that was referenced by ************** is accurate and our team did end up taking longer than expected for which we are truly sorry. 
  
  ************** did in fact decline our service recommendations. The interaction that our employee(s) experienced with this customer was disappointing and unfortunate. His use of less than polite tone, and belligerent language is clearly evident in his complaint and as you can imagine it was only worse during the in person interaction. 
  
  ************** expressed his dissatisfaction with our recommendations by proceeding to accuse our employee (***) of racism, and then announcing that he disliked "***** people". Additionally, he proceeded to tell *** that he should "go work in a store that only serves ***** people." ************** created a meaningful disruption in our showroom which led to our team member suggesting that ************** take his business elsewhere. We appreciate **************' previous business and wish him all the best with this new maintenance team."
  
  Thank You,
  
  Christopher B**********
  Wiygul Automotive Clinic

  Customer response

  12/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received help from ******** charities for car repairs. They asked that I use one of the shops of their choosing. I was told to get an estimate on my own (which I did from two different sources) I then took my vehicle to wiygul automotive clinic on S Pickett st. For the initial estimate. I arrived June 24, I told Dave the shop manager what I knew to be wrong with the vehicle. I needed two parts that HAVE to come from *******. An EVAP canister and the bracket to hold it in place. I was given specific instructions from ******** charities. I was to pay 20% upfront and they would take care of the rest. I was then supposed to obtain an estimate and return it to them along with the signed voucher. The shop manager Dave said that he’d contact them and not to worry about payment. He refused to take payment from me. I was then contacted by the representative of ******** charities as they had not heard from the shop. Dave never contacted them nor did he order the parts like he was supposed to. When he finally returned he sent them the estimate and I brought my car in to drop off. A few days go by and I’m contacted by Dave. He proceeds to tell me he didn’t order the bracket and it would me an additional 400. I received two different estimates from two other shops. Both were in range 1,200-1,300 for repairs. Dave’s estimate was almost 2,000. When he called he kept asking are you sure “they” won’t pay? (******** charities) I advised no. He said he’d contact them. I didn’t hear back until 7/1. Where Dave proceeds to tell me my car is ready and instead of them fixing my car properly, they went to **** ***** and got some makeshift pieces to hold the canister in place. I was mortified. I told them I’d be in the next day to pick up my vehicle. I was at work and didn’t want to make a scene. They tried to take advantage. When this didn’t work they completed repairs that were not approved by me. I’d like for my car to be fixed the right way. This is unacceptable. 

  Business response

  12/19/2022

  From: Chris B*** <**********@wiygul.com>
  Date: Mon, Dec 19, 2022 at 2:17 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: Better Business Bureau <info@mybbb.org>
  
  Dear ******,  
  
  We are very sorry for the inconvenience and pain we caused you by improperly addressing your car repair issues in partnership with ******** Charities.  We respect and understand your frustration and recognize we failed to take care of you and your vehicle the way we expect to do for all of our customers. 
  
  With that said, if you are willing to give us another chance, our senior management would like to reach out to you to discuss how we can make things right given what you experienced.   
  
  Please let us know if we can give you a call.  We hope to speak with you soon.  We hope you can accept our humble apologies.
  
  Sincerely, 
  
  The Wiygul Family 

  Customer response

  12/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  VISITED LOCATION END OF DECEMBER. SCHEDULED ONLINE APPOINTMENT AND WAS PROMISED A SHUTTLE COULD DRIVE ME TO WORK THEN I RETURN TO PICK VEHICLE UP LATER THAT DAY. WORKER TOLD ME NO SHUTTLE SERVICE ANY LONGER SO I HAD TO WORK TO WORK THEN BACK. BEFORE RETURNING TO LOCATION THEY CALLED ME STATING I NEEDED ALL 4 NEW TIRES WHICH WOULD AUTOMATICALLY BE BALANCED AND ALIGNED. THAT WAS NOT THE CASE. I PICKED MY VEHICLE UP TO I DRIVING DIFFERENT, WOBBILY, AND NOT STABLE. I CONTINUE TO DRIVE IT FOR A COUPLE DAYS AND WHEN THE PROBLEM REMAINED I CALLED THE OFFICE AND SPOKE TO A MANAGER WHO WAS RUDE. HE NEVER ASKED ME TO RETURN MY VEHICLE SO IT CAN GET RECHECKED OR ANYTHING. THE MANAGER BLAMED ME LIKE IT WAS MY FAULT THAT HIS WORKERS DIDNT COMPLETE A $2,000 JOB CORRECTLY. THIS WAS MY FIRST AND LAST VISIT. NO ONE SHOULD HAVE TO GO THROUGH WHAT I WENT THROUGH ESPECIALLY WHEN THE TYPE OF MONEY WAS INVOLVED. THE WORKERS THERE SHOULD ALL COMPLETE SOME TYPE OF VEHICLE TRAINING AS WELL AS MANAGEMENT SKILLS. THIS WAS MY LAST RESULT BECAUSE I HAVE CALLED THEIR OFFICE TWICE, AS WELL AS WROTE IN EMAIL AND STILL NO RESPONSE SO BASICALLY THEY ROBBED ME OF MY MONEY AND MESSED UP MY PREFECTLY DRIVEN VEHICLE UNTIL THEY PUT THEIR UNSKILLED HANDS ON IT. BEWARE AND AVOID AT ALL COST

  Business response

  04/25/2023

  April 25, 2023 
  

  Dear BBB, 
  

  We have received your letter, our apologies for the delay in response. We are taking the proper steps to complete the request submitted by ******** ****************. 
  

  Our management team will be reaching out to ******** **************** to reconcile the complaint. 
  

  Once ******** **************** has made her decision on what is preferred, we will update our response to BBB. 
  

  Please let us know if you have any questions. Thank you. 
  

  Sincerely, 
  Wiygul Automotive Clinic
  

  Business response

  06/01/2023

  From: *************************** <******************************************************>
  Date: Thu, Jun 1, 2023 at 11:32 AM
  Subject: Re: CID # ******** - ******** ********************************
  To: *********************** <*****************@mybbb.org>
  
  "We have reached out to ******** on numerous occasions and have not been able to reach her.  We are willing to re-evaluate her vehicle in any one of our 8 locations and try to help her resolve her concerns.  We provide a warranty on all parts and labor that is a minimum of 2 years or 24,000 miles.  We want to correct the problem and offer quality service to ********.  Please have her reach out to us at her earliest convenience.
  

  Sincerely,
  ***************************
  Senior Manager"

• Initial Complaint

  06/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 6/1/2022 my Director and I went to Wiygul Automotive to have our company vehicle's front wheel aligned. We run a support services agency for veterans and/or their dependents. The mechanic that spoke with us informed us that his mechanics were unable to complete the front wheel alignment b/c the car was burning too hot and it was unsafe to drive. After discussing our options and after I applied and was approved for a **** **** Credit Card that we would be using to pay for the repairs; the repair shop loaned us a vehicle to use while our company vehicle was in the shop. On 6/3/2022 my Director, myself and our company's mechanic went to the repair shop to drop off the loaner vehicle and pick up our company vehicle. Immediately after arriving at the shop; my Director received a work related phone call he had to take. Our mechanic was also on the phone. I kindly asked the sales person who would be processing my payment to wait until my Director had overlooked the bill. Said sales person processed the payment anyways without waiting for my Director or I to view the bill first which is a violation of The Virginia Consumer Protection Act. After leaving the shop; and driving 300 feet to go into a ****; we had to get the battery jumped b/c the vehicle would not start once we turned it off. This was less than 10 minutes after leaving the repair shop. Shouldn't the repair shop tell us if our battery was bad plus inform us how to fix the battery issue? While driving down the road; we noticed the vehicle kept pulling to the right. Also, we noticed that the check engine light was still on. They never resolved that issue. It is even noted on the invoice that the check engine light was on prior to service. While driving down the road; we smelled something burning. Come to find out; when we arrived at our destination we learned what was burning was the front right tire. The total price for the repairs came to $1,486.90. The invoice number for the repairs is ******.

  Business response

  12/19/2022

  The customer’s vehicle was brought in for alignment as stated. Our technician, Phan checked the vehicle and found it had a frozen right front caliper that had already been replaced by their mechanic. 
  
  Based on our Multi-Point Vehicle inspection, we recommended calipers, pads, rotors and hoses due to excessive overheating and a brake flush to resolve the brake issues.  
  The customer’s vehicle was brought in for alignment as stated. Our technician, Phan checked the vehicle and found it had a frozen right front caliper that had already been replaced by their mechanic. 
  
  The following day, ****** returned with his mechanic stating the rf was still sticking and overheating. 2 mechanics checked the car noting that both sides were equally free and not overheated. As noted in our MPI report, the pulling issue is with the rack and pinion and ball joints. 
  
  When we brought this to ******’s attention, his mechanic confirmed our diagnostics mirrored his own and that he’d already told ****** he needs a rack and pinion and ball joint, asking him why he brought his vehicle to us for an alignment.  
  
  We made additional notes about a fraying belt and check engine light upon which ******’s mechanic again confirmed we'd made the correct diagnostic and assessment for the customer’s vehicle.  
  
  We did not go into detail about the check engine light or additional repairs since they were recommendations for the future.  
  
  Regarding the battery issue, there were no indications of any issues with this customer’s battery.  
  
  If the customer drove off our lot and experienced problems, had they called us, we would have gladly gone across the street to assist with their vehicle. The smoke emanating from the vehicle is a substance emitted by the new brake part that eventually goes away and has nothing do with malfunctioning of any sort.  

*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. ↩