Complaints

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We needed a transmission put in to our truck. We had it, I was at do was put it in, he said he could do it, then we had calling and call on calling it took a month, and he kept saying he couldn't get his employers to come in, are employees to come in and do their job, then he did it himself, he said then he told us that it was anti that it was anti-theft mode because they lost our keys but didn't say that and try to use somebody else's then they sent it to **** and **** had to use the keys that they gave us which has five different Keys when we only sent two so somebody else's keys are missing cuz we have them and we started driving home got a half mile down the road from their spot and the car breaks down or truck and there is no transmission fluid then they tried to say that there was no oil but we just had the oil redone so they put two more quarts of oil in it and overflowed the oil 3 quarts and my truck has not been running it's been over a month again that the truck's not running it it won't go anywhere it dies whenever it does and they're expecting us to pay for the rest of the balance that nothing got done in the first place and we're missing for bolts underneath where the transmission is and everything vulture loose it's just not done properly and then they want they're expecting us to pay for the **** stuff when they're the ones that lost the keys and we have somebody else's I have pictures of the other keys and then we called them about it and tried to fix it and he told us to bring the keys in and they try still trying to blame it on us and they just don't have our keys somebody else has them cuz they gave them to him have no clue what's going on

  Business response

  05/07/2024

  To Whom It May Concern:
  

  Our garage has been open 18 years, and we truly strive to provide excellent service to all of our customers. Their satisfaction is the backbone of our business. But this is a customer situation that we feel warrants our bill to be paid in full from the customers.
  

  Initial Request: Our garage received a call from the referenced customers in late March 2024, asking if we could finish installing a transmission. Customer said that he had someone else try to put the transmission in and they didn't finish the job. Customer said it only needed a couple of bolts to put it in, bolt up the cross-member, and finish installing it. We told them to bring it over, but it would be a while before we would get to it. They dropped off the truck, and the customers filled out the ticket with what they wanted done: finish putting transmission in, bolt up the cross-member, exhaust weld, starter hooked up, all wires hooked up to transmission. Due to other work already scheduled and a few days of staffing call offs, it was 2+ weeks before we shoved it in to work on it.
  

  After looking it over, we saw that there were only a couple of bolts holding the transmission in, and that the torque converter (TC) wasn't installed, but just laying in the truck. We let them know it wasn't installed and that it would cost more labor because it was more work than what was originally requested to be done. He said to do what we needed to get it running. We had to unbolt transmission, install the TC, re-install the customers transmission, bolt up the cross-member, add transmission fluid to finish that part of the job. We then hooked the starter back up, connected wires, and put the exhaust back on. Went to start the vehicle and it wouldn't start— it was in Theft Mode. We scanned the history and it wasn't reading the Chip in the Key, like it was in low or no connection. We knew then the truck would need to go to a local **** Dealership to program ("Flash") both the transmission we installed and program a new chip/key would need to be made there, as we cannot do that at our shop. We informed them the truck had to go to the **** Dealership as well. (A vehicle will not start in Theft Mode). On 4/12/24 The vehicle was  towed to the **** Dealership. We didn't charge the $75 tow bill as a courtesy. The **** Dealership called us when the vehicle was ready to be picked up —they completed the transmission program and key program. Their bill was $263.00, and WE PAID THAT BILL over the phone, as they required their bill to be paid before the customer's truck could leave their premises. We contacted the customers that their vehicle was ready and they stopped by our shop to pay their bill, which was $755.78, of which $450 was total labor and the dealership bill of $263.00 that we had paid + tax. They only paid $400 on their bill with our shop and said they would pay the remaining $355.78. They leave our shop and go to the dealership, pick up their vehicle there, and drove it off. Customers then call us that the vehicle had quit - can we come and look at it? We drop what we are doing- I took a mechanic with me and did not charge for this service call, my time or my mechanic's time. We checked it out and there wasn't any oil showing on the dipstick so I gave the client $20 to get oil at a local store. He put the oil in and to my knowledge, the vehicle did ok. Then we get a call claiming that the key wasn't working, that it wasn't even their keys and someone else's keys were programmed to their truck. ????? That simply cannot be done, as stated in the letter by **** **** **** Dealership, who did the programming. (Letter and invoice from **** **** **** Dealership is attached.)
  

  We don't know the whole backstory on the work that was done by someone else on the truck, prior to it coming to our shop. The work that was needed to be done was more than they initially told us. Maybe they were relying on information from the person that didn't complete the job initially, thinking it was an easy, quick fix, but it was a mess when it arrived here. We encountered theft mode issues as well, which apparently was that way when it was brought into our shop. With it not running when brought in, we did not know this.  
  

  We do not feel this reporting to the BBB is warranted and respectfully stand our ground that they still owe the balance of $355.78. We gave them the tow bill and service call fees for free to them as a courtesy, and have done everything we were to do. If there are additional theft mode issues, that is a dealership fix.
  

  We request payment in full for the remaining balance. We also ask that they return the keys that they stated that they aren't theirs as well.
  

  
  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 23, 2023. I took my van into the shop to have them look at it because it was acting up. I got there about 4 PM after I got off work. One of the employees looked under my hood, and told me the issue had something to do with an oil leak. I wrote down the names of the parts he was saying needed fixed and he even called around to price them. Then asked to come back in tomorrow so they could put it on the rack and get a better look. I drop the car off the next day at 8 AM and came back at 4pm. After sitting there for awhile waiting to hear something the owner insisted it was my catalytic converter. He estimated to be about a $1000-$1200 part. It was throwing a code. I didn’t care about the code. I only cared about the oil leak. After I told him this he went into the shop and spoke with the mechanic then came back out and insisted it was my catalytic converter, that now the oil leak was no big deal. The owner assured me that the catalytic converter would fix my vans problems. I asked him to give me a quote for both the part and over estimate the labor so I could have the money set back. The man quoted me around 600 for the part now and about 300 for the labor. They told me they had to order it from the Dodge dealership. I put a down payment of $300 (mechanic did not require this.) The next week, I dropped it off at eight and picked it back up at four. They told me it ended up being the opposite manifold? It was more difficult, but only charged me about 800-900 bucks total. The labor was cheaper than the quote estimated according to my receipt. I asked for my part back since I paid for the new one, and the old one came with the van when I bought it. They refused due to “their licensing.” my van still did the same stuff. the light came back on the same day. I called them the next day, and brought it back. The man I sent asked for the part again, was told they added oxygen sensors, and would not give the part. I did not sign anything agreeing and was not told prior.

  Business response

  05/03/2023

  When I received your notice, it was the first I had heard of an issue from the customer. I have tried to contact the customer 3 different times in order to resolve the matter:
  5/1/23 10:02am No Answer
  5/1/23 11:55am Left Message
  5-3-23 9:07am Left another message
  As of right now (5/3/23 1:15pm) I haven't had any response. I'm not sure what to do next.
  

  
  

  Business response

  06/06/2023

  See attached.

  Customer response

  06/07/2023

  [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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. 
  

  We did try to resolve this issue with the owner, he did not explain any of that about hazardous waste or whatever to myself or my fiance at the time. 
  

  But i will happily accept the refund for the part. 

  Regards,

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

*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. ↩