ComplaintsforAuto Aid

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’m having a problem getting my car back. The warranty company approved only a certain amount, the car repair company did extra WITHOUT authorization. Although they didn’t get authorization they want to charge me $1,000 and are holding my car hostage. Could you please help me?

  Business response

  07/14/2023

  Good Afternoon,

  To Whom It May Concern, we have responded to *** ****** in turn after resolving this issue the same day after the customer filed the complaint. The customer states she filed out of anger before taking time for us to describe the difference in charges that would not be covered by the warranty company (****** ****). I explained to the customer that ****** **** covers larger items such as engines but do not typically cover things like alignments, engine oil changes, etc. that are recommended on her vehicle. Depending on the contract, ****** **** also does not cover things like seals that are recommended to maintain the warranty coverage on some repairs when replacing these components, dependant on the contract coverage. Those items are the customer's responsibility. Most warranty companies do not cover maintenance items and consider those to be the customer's responsibility, which was confirmed when following up with ****** **** concerning those items. When we reached out to the customer and spoke about an alignment being recommended as well as camber adjustment kits (they are not factory installed for the customer's vehicle) and a few additional concerns we noted, the customer thought we had performed these services without her knowledge and were attempting to charge her for it without her having authorized these items. I then spoke to the customer who had her mother on the phone as well and explained that we had not performed the additional recommended services, but instead were asking for her permission if she wanted those items done. Her mother then authorized the repairs and allowed us to perform the services once the confusion was cleared up. I followed up with the customer on two occasions, the first being July 5th, 2023 and again on July 10th to follow up about the customer's satisfaction with the repairs that have been completed. The customer told me at that time that she had retracted her complaint via the BBB and that I did not need to follow up on this concern. I then received a second statement in the mail and am attempting to resolve this matter again. If there is further action that continues to need resolution, please feel free to call me at ************ Monday through Friday, between 8:00 am and 5:30 pm. I look forward to resolving this matter efficiently and with the utmost urgency, as in 40 years of business, we have never received any kind of complaint of this nature. We focus on the customer satisfaction and excelling in ensuring our customers leave our facility happy.

  Warmest Regards,

  ****** ***** 

  Customer response

  07/17/2023

  [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,

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

   

*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. ↩