Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my 2005 Volkswagen Beetle towed to Stan's Towing because of a clutch problem either the cable snapped or the actual clutch went out. The tow truck driver indicated there was a mechanic who could definitely fix the problem . I was contacted the following day with information that the clutch had in fact gone out and that the cost would be $809 to repair. I checked back. Periodically for the next 3 weeks and was always told the mechanic was working on it and it would be done possibly the next day. Eventually I was told that the repair was complete. I paid the $809 and attempted to start my car, there was a different battery in my car, and then the representative jumped it. The car sounded and behaved very differently then the day it was towed into the shop for repair. The representative recognize there was something odd and said if there was something wrong I could bring the car back. I went less than half a block and returned the car because something was definitely wrong. After checking back a week and a half later the rep provided a long list of items including a timing chain water pump and other items that rendered the car undriveable. It would not start at all. None of these items were on my receipt. The only thing that was listed on the receipt after the repair of the clutch was that the car "needs brakes:. I don't know what they did to my car but it is in much worse shape than it was before bringing it there.

  

  Business Response

  Date: 10/20/2023

  The customer did have her 2005 VW Beetle towed to our shop to have the clutch replaced.  The car was towed in and was not running and had showed signs that it had not been used and sitting for a while.  We did replace the clutch for $809.  When we attempted to start her car, it would not start due to a dead battery.  We replaced the battery on her vehicle and when an attempt to start it again, the fuel pump was not working on the car. We advised her of everything happening with her car.  A few days later a man comes down and started yelling and complaining he wanted the money back, who was not the owner of the car.  Next thing we know another tow company comes down to pick up the car and tows it out of the facility.  This customer paid for the work she requested of the clutch replacement.  To satisfy her, she received additional work to her car of a battery and fuel pump relay at no additional charge.  Based on the condition of her car at the time it was received, we feel it fair she pays for the clutch replacement and will not be issuing a refund for that work.  As stated before, she received a new battery and fuel pump relay at no cost.  

  Customer Answer

  Date: 10/31/2023

   I am rejecting this response because: The response is not factual.  The fuel pump relay was replaced 2 days prior to bringing the car to Stans.  I have the receipt. The battery was purchased in July.  I have the receipt and I have the computer diagnostic printout   The car WAS running when it was brought in.  The *** driver will attest.  It was engaged in 1st gear only in need of a clutch or a cable. Only.   I, the owner,  came in and drove the car off the lot and turned around at the ** less than 1/4 and returned it because it was not fixed.  I do have the voicemail message advising the car was fixed and ready to be picked up. I do have the receipt abiding the work was complete and that the only other note was "needs brakee" After I returned the car and waited and waited and waited for answers, I sent a male representative, a military mechanic,  to speak on my behalf and find out what the problem was and why I was given the run around. It was then that He was given a list of things in need of repair including a water pump and a timing chain.  The car no longer would start. The wrong battery was in the car.  **** **** will attest. I called Stan's after receiving the hand written list of supposed repairs needed and advised I was going to have my car towed. I didn't want something else to happen. I have never experienced such disrespect and failure.  I have contacted an attorney. If I am unable to resolve this through the BBB I will pursue any and all legal relief possible.