I received an email from the Better Business Bureau. Below is the response from the shop.
“MESSAGE FROM BUSINESS:
Beuks Auto Group denies these allegations and any wrong doing in this matter. We’ve done numerous jobs for this customer previously, there was never any issues or complaints. In this particular situation Mr. xxxxxx self-diagnosed this on an online forum and ordered his OWN parts and brought them to us. Usually, we do not install costumer supplied parts because there is no warranty but in this situation, since he was a good returning costumer we decided we would do it for him but we explained that there will be no warranty on this particular job because 1) he diagnosed it himself and 2) he was supplying his own parts that we cannot guarantee (he wanted to save on diagnostic fee and retail price on parts). Months later, Mr. xxxxxx continued having leak issues which we once again went out of our way to provide an over the top service. During this time Mr. xxxxxx became very disrespectful to our staff, made them feel uneasy in a bullying manor. It was clear that he was frustrated with himself and his vehicle. We even provided hours of free labor to satisfy him but it was clear at that point there was no satisfying Mr. Xxxxxxx and he was going to continue to be a disrespectful costumer. At that time, we told Mr. Xxxxxxx that we have exhausted all outlets to try to help him. Mr. Xxxxxxx then attempted to intimidate our staff with threats into getting a refund. We let him know that we simply could not do that due to the circumstances and we felt he received more then enough for his money. Mr. Xxxxxxx became so enraged and he has continued to harass our business online by making several fake accounts listing this particular situation (we have screenshots of these and proof) numerous times a week on Google and Yelp. Both Google and Yelp have removed his reviews due to harassment since.”
We’ve done numerous jobs for this customer previously, there was never any issues or complaints.
This is a true statement. The shop has worked on a few of my vehicles for my business. They are passenger Ford Transit vans. I had not checked the quality of their work on these vehicles. We didn’t have any further problems with them, so I figured they were good to go.
In this particular situation Mr. Xxxxxxx self-diagnosed this on an online forum and ordered his OWN parts and brought them to us.
Bringing the parts to them is a true statement. I researched the parts to use with the help of this forum.
Usually, we do not install costumer supplied parts because there is no warranty but in this situation, since he was a good returning costumer…
Notice here that Al says that I am a “good returning customer”.
2) he was supplying his own parts that we cannot guarantee (he wanted to save on diagnostic fee and retail price on parts).
I was not aware there was a diagnostic fee. If there was one, then isn’t it usually absorbed into the cost of the repairs? I supplied them with parts not to save money but to insure the proper/best parts were used. They don’t specialize in Jeeps, but figured the work wasn’t rocket science. I had done these same repairs myself to a 1981 CJ7 about 15 years ago and I’m no genius.
Usually, we do not install costumer supplied parts because there is no warranty but in this situation, since he was a good returning costumer we decided we would do it for him but we explained that there will be no warranty on this particular job because 1) he diagnosed it himself and 2) he was supplying his own parts that we cannot guarantee (he wanted to save on diagnostic fee and retail price on parts).
Al, owner and mechanic of the shop, agreed with me on my diagnosis at the time of the initial repairs. At no time was that fact that bringing in my own parts would void any of their warranties. The “no warranty” issue was never verbally conveyed to me either verbally or in writing.
The first repairs were done by Francisco and the second repair (warranty work) was completed by Al.
Months later, Mr. XXXXX continued having leak issues which we once again went out of our way to provide an over the top service. During this time Mr. Xxxxxxx became very disrespectful to our staff, made them feel uneasy in a bullying manor.
If Al truly believed that, then why not discuss it with me at that time, or later by phone or text. If he felt uneasy, then why didn’t he ask me to leave? I never sweared or used four letter language, or used threatening language with Al or any personnel at the shop. (I believe Al is trying to distract from my complaint). After I had come to the shop and spoke to Al I was pretty frustrated with the overuse of RTV, using anaerobic sealant on the gasket, and having the rear main sill still leaking. I told Al that that I wonder about competency of Francisco, his mechanic. I basically called Francisco incompetent. Apparently, Al was greatly offended by it. If the shoe fits!!!
I called back about 6 weeks later after the first repair was completed. It was dripping oil after a few days of finding the drip. I wanted to see how bad the problem was and to see if it would get worse, it did. When I had the time to deal with the annoying leak is when I contacted Al.
It was clear that he was frustrated with himself and his vehicle. We even provided hours of free labor to satisfy him but it was clear at that point there was no satisfying Mr. Xxxxxxx and he was going to continue to be a disrespectful costumer.
I guess they call “hours of free labor” attempting to repair their faulty work. I paid them to stop my rear main seal from leaking and they didn’t do it.
At that time, we told Mr. XXXXX that we have exhausted all outlets to try to help him.
They sure did!
Mr. xxxxxx then attempted to intimidate our staff with threats into getting a refund. We let him know that we simply could not do that due to the circumstances and we felt he received more then enough for his money.
This is a total lie and a total fabrication of the facts. Seriously! Al just made this up. At no time did I EVER request a refund from them except to the BBB complaint. The only other staff beyond Francisco, who I have never met, is Adriana and we never spoke about a refund. As a matter of fact, I had not spoken to Adriana since discussing the initial repair about pricing prior to them doing the job.
Mr. xxxxxx became so enraged and he has continued to harass our business online by making several fake accounts listing this particular situation (we have screenshots of these and proof) numerous times a week on Google and Yelp. Both Google and Yelp have removed his reviews due to harassment since.”
I have never made a fake account in my life. I believe he is referring to the two negative comments that came from our forum members. Al says they were removed due to harassment, which was not the case. They simply challenged the reviews and Google and Yelp took them down, which is easy to do. I did the same with the two bad reviews he had his fiancé write.
Please note that Al’s response does not provide a defense of their poor repair work. Al does not state that the repairs were completed properly. All they are trying to do is say the repairs have no warranty. Then he said I was disrespectful and a bully and said this in order to distract from their faulty repair work.