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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They Worked on my 2010 *******. Windshield got cracked while it was being serviced, but it took 3 weeks for them to return a phone call. When we asked them to fix the windshield they said they would. Kept the car 1 day and said it was ready. We came to pick it up but all they did was put duct tape on the windshield! Crack was still there. When asked, they told us the crack would go away on its own in a few days. Guess what? It didn’t! So insulting! My car was more damaged after I took it in than before. Paid $4k for an engine repair and got a cracked windshield! Then they lied to us about fixing it.
Business response
02/12/2024
********, I apologize for how this situation made you feel. We take situations like this seriously, when something such as a vehicle incurring damages during a service happens. In the communications with our store manager he was researching with staff, surveillance footage and our pre service pictures to investigate if we were responsible for the windshield damage. Our findings could not conclusively pinpoint when or if it did occur in our care. This complaint was received during our scheduling of the windshield to be replaced. The first repair attempt was done by a glass company to repair not replace the windshield being the industry standard recommendation. The tape was installed to keep moisture from getting into the repair area since that day it was raining. I hope that you have found the resolution acceptable and we are truly sorry that you took offense over the situation. We truly appreciate our customers and want their experience to be exceptional every time.Customer response
02/13/2024
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. While they have at last resolved the issue with our ******** windshield, I find their written comments problematic. Rather than apologizing that I took offense, they should apologize for their behavior and put more effort into understanding the customer's perspective. I will not be taking my car to them in the future.
Regards,
******** *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.