Consumer complaint received 2022-09-29
Company: GOLDMAN SACHS BANK USA
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I was forced to pay a nearly {$5000.00} repair bill for items that were never installed and labor that was never approved. An initial invoice was submitted as a final bill, even though the truck was not delivered at that time and there are records that I was still working with the owner to resolve the discovered issues found during the test drive and repeated attempts to pick up the truck after being told issues were resolved. There are records showing the submitted invoice was NOT for a final resolution. There are weeks worth of more back and forth in an attempt to resolve the issues, and admittance by the owner that parts described and billed for were NOT what was installed. Finally, in an attempt to provide more evidence and also verify a dangerous condition with the operation of the vehicle, I had a third party inspect the work. The third party affirmed that what little work was completed was done INCORRECTLY and DANGEROUSLY in a grossly negligent manoralso confirmed directly by the merchant. 

Initially, the owner of XXXX XXXX XXXX and I discussed a {$1500.00} {$2000.00} estimate for the brake upgrade ( including labor ). That estimate rose to {$2000.00} {$2500.00} based on upgrading the size and quality of the brakes ( larger, safer brakes for all tires ). Seeing the part numbers ( which were not disclosed at the time of payment ), it is clear that there was no upgrade. The price also ballooned dramatically from the original estimate to over {$3000.00}. Again, this is without any upgraded parts from the initial {$1500.00} {$2000.00} estimate. Also, the work was contracted out to a third party without being disclosed. I came to XXXX 's XXXX based on history and knowledge of past work. It would have been easier ( and more affordable ) to find someone on my own instead of being charged triple markup on parts and labor. See the attached Invoice for the brake parts highlighted in yellow. The {$1500.00} part is never found for more than {$800.00} anywhere ( see Brake 1 '' ), and the {$770.00} part is only {$55.00} ( see Brake 2 ) and thats if you dont get it included with the first disc brake set which is pretty common! 

Work was also done without my approval. I asked for oil leaks to be remedied. This effort turned from " a gasket or something '' to over {$1200.00} of additional charges. I was told the work was completed and never asked if I approved the proposed solution or price. Ive highlighted any non-approved work in red on the Invoice evidence. 

Finally, a diagnostic on the speedometer turned into an additional over {$400.00} charge. The worst part was when I tried to pick up the vehicle after over ten weeks of you having it ; it was not safe. The brakes pedal spring damaged and wrapped around the pedal instead of attaching to it! See the attached evidence Repair 1. The truck was too dangerous to drive and in worse shape than when first delivered. Worse than that, when I was paying for the vehicle, I was told the speedometer was " like it rolled off the showroom floor. '' In the time they had the vehicle to make the brake repair, the speedometer had already broken and needed to be re-repairedwithout ever being driven by me! The truck stayed at the shopI had already payed the entire bill. 

The second time I went to pick up the vehicle, I could not successfully make it out of the driveway without the new repair '' breaking. See the attached evidence Repair 2 and Repair 2 Location ''. It was at this point that I had to leave the vehicle again.

After three months and two different attempts to pick up the vehicle while already being charged a price that was inaccurately classified and falsified, I tried to pick up the truck. I have been lied to, charged without warning, and the quality is nowhere near adequate. I had already shown the invoice for the labor and parts to multiple other repair shops, and I'm embarrassed even to address how they reacted. I felt like a fool for trusting them and for paying the initially charged fee without first reviewing documentation of what was put into it and by whom. When the vehicle STILL wasnt ready, I ended up just taking my truck off the lot. 

Rays Auto Care was NOT interested in making any adjustments to the original bill, even after we discussed NOT being told up front what the repairs would cost, that much of the work was done WITHOUT consent, and that the items promised and billed for were NOT the ones installed. ( I dont mean to yell, I just want it clear that XXXX XXXXXXXX XXXX was not willing to make things right ) After I confronted the owner, the only concession he was willing to make was that he would install a new fuel tank sending unit if I bought the part. See the attached Sending Unit Order. I had the part ready, but after 3 failed attempts to get the car properly conditioned to where I originally paid for it, I lost all trust and confidence in their abilitieseven for a simple install that could be done by removing a few screws from the tank located behind the seats and reattaching some wires. 

Based on the work that was done, I was also not confident of the brakes that were installed. While not what I ordered nor paid for, I still decided to get them tested. Attached is the bill for the work I had done, see Brake Check. The truck wasnt braking correctly and would sometimes be spongy. Turns out there was air in the lines. Glad I got that checked for an additional {$150.00}. 

I've also included call records that I pulled from my wireless bill, as well as text messages. As you can see, it backs up my claims that he was unwilling to move on the price or parts, even though they were NOT what I was told was being paid for and installed, and instead he offered to install a fuel sending unit instead. It also shows that he contracted out the work, which was also never disclosed. Youll see as well the fact that it took a LONG time after I was billed for the parts and labor to actually get the part number for the items that were installed ( which again, were not the ones agreed to and billed for ). Finally, you can see the long history of me having to contact them over the course of months only to finally just get my truck with the work still incomplete because I had lost all confidence in their ability to perform adequte or honest work. The final call on XX/XX/XXXX was me informing them that I was coming to get the truck and was done. As you can see from the billing record I was billed in full on XX/XX/XXXX. They had my truck for about 10 weeks already by the time I was billed ( for what should have been a VERY straight forward job ). From there, I waited an additional 2 weeks for them to try to fix the outstanding issues, but after a couple more failed pick up attempts I removed the truck to have correct work completed elsewhere. The merchant submitted the incomplete invoice and would not work with me on a final, accurate charge for work and parts that were actually completed. 

Lastly, while cleaning out parts that the merchant left in the bed of the truck, I discovered what I believe to be the original spring for the brake pedal, left in between two of the hubcaps that were removed while installing the incorrect brakes ( see " Brake Spring '' ). It's the right size and painted blue like the rest of the interior, so it was likely thought to be lost and that's when another spring was just dangerously wrapped around the brake pedal. 

Please let me know if there is anything else that you need from me or more details about the disparities of what was supposed to be installed and what actually was installed. Thank you so much for your assistance on this! My family has been going to this location for decades, but the new ownership is NOT the same and I never would have guessed that charges would have been falsified and the work incomplete when charged. I feel so dumb and taken advantage of for not requiring more information up front before the charge went through, but they would not release my vehicle without payment. The truck itself was only bought for {$6500.00} as a gift from my wife. Theres no way we would have approved almost {$5000.00} in work. It took 3 months to do a break swap. The breaks were NOT the ones agreed to or billed for. The work was never complete. The owner was unwilling to move on the price. The breaks were dangerous with air in the lines, which I had checked and fixed by a 3rd party. All of the items were GROSSLY overpricedon top of the fact that they were not what I was told would be put in. Much of the work was done without consent. Finally, I was pressured and charged before the work was completed. We were lied to and taken advantage of. 

Thank you for helping resolve this.

Company response to consumer: Closed with monetary relief