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:10/22/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  9/18/2024 & 10/1/2024 $1,653.27 paid to the business with no results After I spoke with the associate Natasha Belle the business was neglegent on providing the services to fix the initial problems with my car. Now my car has more damages done by their faulty repair services completed. I took the car in for overheating due to damaged head gaskets. I was told they need to run a diagnostics and dye test for the warranty company to determine the head gaskets were a problem which neither worked. Instead they performed a thermostat and then later a water pump replacement to stop the issues of the car overheating. After speaking with the warranty company Bills on Broadway lied about the required dye test which never needed performed. Overall both services and the dye test never fixed the true result of the problems and when I called to ask for proof of these tests nothing was provided. My car was taken in 3 different times and each time the car was picked up it was never fixed and it only got worse. After the 3rd time I couldn't trust them to keep doing faulty work on my car. Bills on Broadway needs to issue a refund for the faulty services performed. The diagnostics test that was ran in early September shows no sign of thermostat or water pump being an issue please see attached? These services were performed to charge me (the customer) for unnecessary issues. It is now October and after having the car properly diagnosed at the dealership they informed me the head gaskets are blown and the engine is damaged. My engine never had any issues until Bills on Broadway gave me my car back also stated on the diagnostics attached. I have videos as well of the engine shaking not even an hour after leaving they would not attach. I contacted the business twice without any answers or responses to these problems. Instead they write my name and number down but no one will call me back.

• Initial Complaint

  Date:06/06/2022

  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 bought a car at an auction. I brought it home & it would not start. WE pushed it to Bill's. He charged a $150 for an diagnostic,it was the Timing belt estimate was $2,000. I asked if it was worth it to do the work? I needed a reliable car. He said it would be reliable. I picked it up & it was making a terrible noise. I took it back to Bill's & he told me to put a distributor cap on myself & it would fix the noise. I bought one & I called Bill back & requested that he put the Distributor Cap on? He told me there was a 2 wk wait to do it & he buys his own parts. Bill refused to do the Distributor cap because he said someone tampered with it since he worked on it. There were zip ties on it. There were zip ties on the battery when I bought it & Bill's would have seen it when they did the first work. How could he do a diagnostic originally & not know what is wrong now? He told me to come get my car or he would start charging the rent for sitting there. I want & need my car repaired correctly after paying $2000 it should be up & running. I feel he should have seen it in the diagnostic or when he was in there replacing the timing belt. At no extra charge to me.

  Business Response

  Date: 06/07/2022

  Dear Ser /Madam
  A 1997 Mazda MPV was brought to our shop, with 164164 Miles on it, we did charge a $127.89 fee to run a test on the motor to figure out why it didn’t run. 
  We found the timing belt is bad and needed to be replaced.  That repair cost $798.82
  We did recommend to have the water pump replaced due to it leaking coolant That cost was $662.24
  We did the BG coolant system service That cost was $302.20
  The customer only wanted the motor running first since this is the first time it had ever run in a long time with her being a new owner. The MPV has been sitting outside for quite some time and is very weathered.  There are many other repairs needed to get the MPV in a good driving condition but the customer said she will do a little at a time.
  When we got the motor running, we told the customer the distributor cap and rotor is making a tapping noise. We found that the distributor cap and rotor were rubbing against each other. She declined the work be done by the shop and left.  The customer bought a distributor cap and wanted the shop to install.  The shop has a policy that states that we do not install customer parts. 
  The shop would not tell this customer that this Mazda MPV would be reliable once the timing belt was replaced.  The customer was told the MPV was in bad shape but this was her choice to put money in it or not.
  Bills On Broadway has a policy that states that we will not in stall customer supplies and parts.
  See Notice In the paper work.
  Bills On Broadway has a warranty policy on the MPV.  The policy states that once another shop/ person works on the car the warranty is void. This car was tampered with and she was advised on the cost to fix the timing belt job and replied saying “I have no money”.  This charge was for labor only. She declined the repair.
  Regarding getting the car off the lot, she left the MPV unattended and sitting on the lot.  We did not have the key to the MPV and could not move it. The shop policy states that when a car is left on the lot unattended the shop will initiate storage charges after 3 days at $50 per day until the vehicle is picked-up. We did waive those storage charges
  Bills On Broadway did try to remedy the problem with this customer but she was too difficult to work with and would not take responsibility or hold herself accountable for her choice and her car.