ComplaintsforRocco's European Garage

• Initial Complaint

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I took my car to Roccos to be serviced and they did not complete the service as agreed upon. When I picked up my vehicle I had issues that I had not had previously and took it back to the shop. They said they resolved the issue, but I followed up to let them know it had not been resolved. I had a professional inspection done and the inspection confirmed that the work had not been completed as agreed upon. Roccos is refusing to honor their warranty agreement, so I want my money back.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I sent my car in to have -valve cover gaskets replaced -oil changed -battery replaced -bonnet(hood) repaired -trunk repaired waited for a engine installation to be asked later to pick up car. Jaguar XJ8

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my vehicle to Rocco's European Garage on *********************************. I explained to the service persons what was going on with car. I got a phone call stating that the had a oil leak that was getting on a fan belt. Was causing the ticking that was coming from the engine. Which I didn't really understand that. They ended up charging oil gasps though out the engine. The other problem that was going they said they shouldn't fine anything. Which they had my car 2 was. They ended up charging me $4,770. $3000 of that was labor. I picked up the car drove off. About 15mins driving the car I the noise that the said they couldn't hear. I took the car back. When arrived the Mechanic came out and then he heard the noise at all that ticking came back as well. I took the car to another import repair shop. They found out the engine had thrown a rod so all the work that they put in replacing all gaskets and everything else was a waste.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my vehicle in for an oil change at Main Street Automotive and they damaged the oil pan plug. Rocco's European Garage bought Main Street Automotive. When I took my vehicle to them, they would not help me. They showed me the report (A4 picture attached) the red circled part of the, they said they did not do that work. So, i paid the bill believing their statement. When I arrived home I looked up the carfax report (attached) and it showed that they did do the work. When I went back they changed their story and said that there must have been another service between 3/15/22 and 10/4/22, but that is not on the report because there was not another service. ************ manger became very rude and aggressive towards me, I left because he seemed to want to physically fight to resolve this situation. They wanted to charge me close to $6000.00 to repair the damage that they did.

• Initial Complaint

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dates are numerous because my car was sent there for a repair/estimate. After they completed the work requested under their own estimate, the car was driven off their lot and subsequently died 5 miles later with the same issues. The car was towed back at my expense and they said there is nothing wrong with the car so they did no work to it. It was driven off their lot, and less than 5 miles into the trip it died again, same symptoms. This time it was towed by AAA so I didn't have to pay it, and the shop said it was something else, requiring another $1300 in brake work, which was the initial problem, they fixed the wrong part of the brakes. After many many calls and visits, they refused to do anything about their misdiagnosis, so I had to get the car towed elsewhere. The amount of money I spent not only with them but loss of time, towing fees, lack of a vehicle for 3 weeks, amounts to a lot more in total. Their unprofessionalism and lack of competency should not be on the customer, it should be on them. This place should not be in business. Their reviews are all fake in my opinion.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to formally lodge a complaint regarding the unsatisfactory service I received at Rocco's European Garage in *******, **. I recently had the unfortunate experience of bringing my vehicle, a **** *** 745LI to your establishment for repairs, but I am deeply disappointed with the outcome and the overall service provided.To provide a clear account of the issues I encountered, I would like to outline the main points of concern:1. Poor Workmanship: The repair work carried out on my vehicle was substandard and fell far below acceptable industry standards. The repairs failed to rectify the initial problem 2. After repair work was advised to be completed I ended up with additonal lights on my dashboard and my navigation display now has lines running through it, it also jumps and fades in an out. 3. My car's Mileage went from ******* to ******* miles. that's an additonal ***** miles on my car . I'm confused how that's possible in less than a month.4. Unprofessional Staff: I encountered instances of dismissive attitudes, and a general lack of willingness to address my concerns. Such behavior is highly unbecoming of a reputable auto repair shop.After all the work that was advised to have been done to resolve the issues of my car running rough, It's still running ****, Take off is sluggish & my car has a stutter before it picks up speed. I spent almost $4000 to repair my car & the issues are still not resolved and additonal issues have been caused due to this.To rectify this issue I woudl like the following 1. Full Refund: I expect a complete refund of all fees paid for the repairs, as the work was not performed to an acceptable standard and resulted in additional damages.2. Compensation for Damages: I request compensation for the damages caused to my vehicle as a result of the inadequate repair work performed at your shop.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  February 15, 2023 I had a scheduled appointment to have my car serviced at Roccos European Garage. While the car was in their possession it was hit by a driver. As weeks went by they never communicated to explain what was going on with the car or their findings we always had to reach out to them. I advise the sales technician that I was dissatisfied with the lack of communication an my car being hit and still after three weeks of having my car in there possession still no results or findings I than decided I do not want to continue with them. They stated they would reassemble my car back and I would be able to pick it up the next day. After paying thousands of dollars and being charged for work that was not done they just point to where my car is. I walk over to my car an open my car door I found that my backseat is not attached and hanging off and there are several pieces and two large filters sitting on top of the detached backseat and on the backseat floor and more pieces of my car on my passenger side floor. I open the hood and find there are several bolts and screws left underneath my car hood. My car was released to me not in the same condition that it went in after spending thousands of dollars. I also noticed that they took the pictures that I had in my car and left them on my dash. I feel that once they seen the pictures of me and my family they put my car on the back burner and gave us poor service because we are African-American family and they did not want to work on my car. I feel I spent thousands of dollars just to have my car hit and torn apart.

• Initial Complaint

  03/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I just wanted to share an experience I had with Roccos European Garage.My Land Rover quit working on me in the middle of December. After some consulting with a few businesss we decided to go to Roccos, as the problem was supposed to be a simple coolant problem. Roccos was finally able to look at our car on December 28th. Each day the problem with my car seemed to get worse. They supposedly fixed it and gave it back to us 3 times, only to have it stop working, and towing it back at our cost each time.Long story, short..they had my car for 6 weeks, gave it back to us 3 times, and after this time we decided we were done towing, and renting cars. We paid over $1200 in towing and rentals, and over $5000 in parts and labor. We got the car back, after 6 weeks, it did not run, and they told us to bring it back for more work.We had a dead car, and over $6000 invested in this car that no longer worked.We trusted Roccos, and feel like they took advantage of us.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I my car off for a oil pan issue and hose that needed to be fixed. Roccos has been the only repair shop that has been working on my car. The bolts to my oil pan was stripped and instead of then calling and asking if I still want them to do it. They went ahead and did it anyway which ending up cracking my engine block. They are trying to make me pay for something that was never a issue with my ************** that they did. Theyve had my car since 12/31/2021, because I cant afford to get my car back. Im in the verge of losing my car behind this situation

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday, January 14th, 2022 I had my car towed to Roccos European Garage (R.E.G.) to begin engine replacement and other work noted in the invoice. Friday, February 18th I received a call stating that the technician had run into some issues and needed to call a Jaguar expert for tips on how to get through some tricky parts of the install. When I arrived to pick up my car, I was asked to sign a series of electronic statements. The representative summarized these documents stating that I was agreeing that the work on my vehicle had been completed. Short of (1) being an expert auto mechanic myself and (2) climbing under the hood to inspect the work on the spot, I had no way of knowing if the work had been adequately completed at that time. I needed my vehicle, so I signed the documents so that it could be released to me.Saturday, February 19th The next day, the check engine light came on along with the exhaust smell, and I decided to make an appointment with ******** Jaguar/Land Rover (H.J.L.) for a second opinion. Monday, February 21st The expert tech at H.J.L. had a chance to properly inspect the vehicle and uncovered the following:Multiple loose intake tubes around the engine Exhaust manifold was cracked Turbo charged failed I was advised by H.J.L.'s experts that since these are all factors relating directly to the function and proximity of an engine, there's no way a competent mechanic could have not noticed these points of concern when installing an engine. Summary Roccos poor install job put the engine I purchased from their business at greater risk for failure. I did not feel comfortable taking my vehicle back to R.E.G. for repair after discovering that they had not completed the job I trusted them with properly. Proposed Resolution:R.E.G. 1 Refund of labor charge (50%) = $2,211.00 H.J.L. = $590.54 1 Reimbursement for tighten on loose intake tubes (100%) Total reimbursement amount requested from R.E.G. = $2,801.54

  Business response

  03/18/2022

  The customer did have an engine replacement performed at our facility on the dates specified. However,we did not have to call an expert as he claims. We did mention that a former employee of ours who currently works at the Land Rover dealership was stopping by to chat with the technician who was working on his vehicle, which he does from time to time, due to the fact that they are both experts with Land Rover vehicles. This is not uncommon in this industry.

  During the repair, the customer was advised by us of other issues that were found within the vehicle, including a faulty turbocharger, the repair of which he declined.He stated he wanted to see how the vehicle would run after the new engine is installed,and he would address the turbocharger at a later date.

  Based on the invoices provided on this claim, one can only determine that a technician at a competing business claims that hoses were left loose. We did not get the opportunity to inspect these claims for ourselves. Also, the faulty turbocharger repair seems to have been declined again. There is no real way to prove that the vehicle is truly fully repaired at this point. This is unfortunately the dealerships word against ours.

  We offer a warranty on our work which would have resolved this alleged concern should it have proved to have been true. Per our warranty policy, we have to reinspect the vehicle if something is not to the customers satisfaction, or work is suspected to have been completed incorrectly or incompletely. The customer never notified us of any concerns, and brought the vehicle elsewhere without giving us the opportunity to resolve anything or warranty the work.

  We attempted on multiple occasions (once by myself) to resolve this matter, however, the customer refused to bring the vehicle back to us, he advised he had all of the work done at Land Rover dealership, even though the invoices show the turbocharger repair was declined at their shop also.

  Note to the customer: Please feel free to call us and we are more than happy to do what we can to try and move past this and work towards a satisfactory experience. We want everyone to be satisfied with their experiences at our shops, and to feel like they can come back if there is a problem knowing that we will do the right thing and resolve it.  

*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. ↩