Complaints

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday Jan 2 2023 I dropped my pickup truck off at S&L for a repair. When I hadnt heard back from them by Thursday I stopped at the shop for an update. At that point they informed me that some damage had been done to my vehicle while on a test drive after they repaired what I had asked them to. This had happened the day before and they decided not to call me and tell me. They told me they were working on getting it covered by warranty and they would let me know when they hear back. At the end of business on Friday I received a phone call from **** informing me the warranty did not cover the damage and that I would be responsible for the bill to fix it. The damage was done while S&L had possession of the truck and was driving it on a city street. The damage done is a complete destruction of the rear axel. They had to have it towed back to the shop. I dont believe this could happen without extreme abuse at the time of damage. The service manager **** had told me they are not responsible for any damage while they test drives. I dont see how thats possible. Their employee was driving and should be responsible

  Customer response

  01/17/2023

  After the repairs were done to the vehicle, the technician drove it about 25mph and a half a city block when the rear end made a noise and locked up. That is when the part failed.  We have since been approved to repair the rear axle under warranty. This was authorized and verified late Thursday January 16. The customer was called and made aware that the warranty is covering the rear end. See attached authorization to drive the vehicle. 

   

  Any other questions feel free to reach out to me. 

   

  Thank you, 

  Business response

  01/26/2023

  Our dealership received another later from you indicating we have not replied. We tried reaching out to you Jan 16, see below. Since then, the customers vehicle has been repaired and has been picked up. The customer stated to me that he would also reach out to you to let you know the issue has been resolved. Anything else we can do, please let us know. 

   

  Can you send us a confirmation that you have received this email. 

  
  

  Customer response

  01/27/2023

  [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,
  
  *******************
  

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