My mother took her BMW to European Car Care in Carrollton in hopes of getting the necessary repairs at a lower price than the dealership. Chris (manager onsite at European Car Care) quoted $3500 and promised if the problem could not be fixed, a full refund would be issued. During that time, my mother used her church van as transportation because no loaner car was offered, and she had no other options for transportation to continue her work as an outreach minister. After more than 4 weeks, European Car Care was not able to pinpoint/fix the issue. Instead, they presumed the issue was X, ordered the necessary parts, serviced the car, only to find that they did not fix the problem because they were addressing an unnecessary/false issue. After several "issues" that were mistakenly identified, they sent my mother off with a bill of more than $3000 and reassurance that everything was fine and all was corrected. She finally got the car back that day and stopped at church to do some work. After that point, the car never started again. This was odd because when the car was first taken into European Auto Care, there was never a problem with starting the car. The battery was replaced by European Auto Care as one of their “repairs,” so it seemed strange the car wouldn’t start if the original issue was steering.
My mother and I visited European Auto Care to ask for an explanation and refund (as promised). They still insisted the problems were fixed and that the car was fine when it left the shop. They refused to provide a refund because the parts were expensive. However, these parts were needed to solve an imaginary issue with no root cause ever identified. We asked to talk with Chris’s manager, Jay. Chris said he would be in later that day. We returned later, only to have Chris tell us that Jay was not able to make it to the shop and he would “most likely” be there the next day. We have not been able to contact him since then.
The worst part of this experience was the customer service. During the month of repairs, there was never a phone call or update, or offer of a loaner car. My mother called and stopped by European Car Care every few days to get a status. She was promised time and time again that a full refund would be given if the problem was not resolved. All their promises were lies. When they couldn’t diagnose the problem, they falsely told us everything was fixed and payment was due. In the end, we were left with a useless/non-starting car, which now cannot be sold or traded for anything…not to mention we are out more than $3000.
European Car Care scammed my mother. She is elderly and trusting, and English is not her first language. They took advantage of a situation and action should be taken. Businesses should have ethical standards to treat customers with honesty and integrity – both of which were not present in our experience. They need to take responsibility for their mistakes; erroneous/false charges should be refunded. It’s not okay to prey on innocent individuals in our community, especially those who have dedicated their lives to helping and giving back to others within their community. Our hope is that by exposing European Car Care to DFW will prevent this type of situation from happening again.
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My mother and I visited European Auto Care to ask for an explanation and refund (as promised). They still insisted the problems were fixed and that the car was fine when it left the shop. They refused to provide a refund because the parts were expensive. However, these parts were needed to solve an imaginary issue with no root cause ever identified. We asked to talk with Chris’s manager, Jay. Chris said he would be in later that day. We returned later, only to have Chris tell us that Jay was not able to make it to the shop and he would “most likely” be there the next day. We have not been able to contact him since then.
The worst part of this experience was the customer service. During the month of repairs, there was never a phone call or update, or offer of a loaner car. My mother called and stopped by European Car Care every few days to get a status. She was promised time and time again that a full refund would be given if the problem was not resolved. All their promises were lies. When they couldn’t diagnose the problem, they falsely told us everything was fixed and payment was due. In the end, we were left with a useless/non-starting car, which now cannot be sold or traded for anything…not to mention we are out more than $3000.
European Car Care scammed my mother. She is elderly and trusting, and English is not her first language. They took advantage of a situation and action should be taken. Businesses should have ethical standards to treat customers with honesty and integrity – both of which were not present in our experience. They need to take responsibility for their mistakes; erroneous/false charges should be refunded. It’s not okay to prey on innocent individuals in our community, especially those who have dedicated their lives to helping and giving back to others within their community. Our hope is that by exposing European Car Care to DFW will prevent this type of situation from happening again.