Openbay, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Here are the facts:I did not speak to three shopsI felt openbays assurances were truthful and relied on them. Three shops gave me quotes via the openbay website where I asked for bids for the work. The quotes ranged from the lowest $(by *** *** who mid job changed to ***) to $approx from *** *** on Pulaski and California (miles from my home) through the openbay system. Because of Openbay's assurances: (rest assured etcguarantee) I chose the five star(rating on openbay )*** *** lowest bid at $(with *** *** now *** *** miles south on Pulaski from my home). The year make model and mileage were disclosed by me on openbay accurately when asking for bids.The bid/quote at a $900 locked in price via openbay's assurances piece of mind guarantee via the web and e-mailAfter approx a week at *** *** I wanted to tow the car to another car repair shop since I could tell they were not doing a good job. *** never stated the price would increase. I researched the internet and *** revealed that *** owner *** via one comment "picks your pockets" and the shop does a terrible job. Openbay's rep when I called wanting to have the van towed elsewhere refused and said I could not since I was locked in. Openbay put me in touch with this terrible shop and did not do any research before issuing their starsThe year make mileage of the van were all disclosed when quotes were requested by me.*** blamed another mechanic I used previously from Openbay *** *** but did not leave the part for me to give to *** as I requestedAs a result, *** refused to issue a refundSo now we're at repair shops from openbay that did faulty work and were given high ratings and piece of mind guarantees via openbay. At *** I lost approx $200.00.When I went to pick up the van one saturday *** stated the van was ready but it was not. When I finally got the final price $I realized this was a "bait and switch" via openbay. I now know why openbay would not cooperate when I wanted to tow the van. Openbay's incentive 10% increases their fee from $to $330. *** threatened me by stating the van would be salvaged titled by them if I did not pay and they would get ownership. I used cards to pay the final openbay bill which was reduced $because of the inconvenience. I was given a yr/12,mile guarantee. I used *** cards and a *** to pay the huge bill. When I could no longer safely drive the van and *** refused to honor their guarantee I took it to a transmission shop on Irving Pk rd where I paid another $and was given a yr guarantee (after only 6,miles in on ***'s work). I researched the transmission shop on the internet and relied on *** reviews.I learned about openbay from an ABC World News Report. It is only fair ABC World News now report what has happened to me. The guarantees from openbay are all worthless as are the ratings and assurances from openbay. Openbay's assurances and their practices deceptive. I want a full refund to my *** cards and ***. *** ***

Hi [redacted],Your Openbay concierge worked with you, over the course of multiple phone calls and dozens of emails at all hours and days of the week, to resolve your issues with your service provider. Once your initial repair was complete, and you had identified a separate issue that you had...

suspected was related to the repair work, the shop honored its warranty and checked your vehicle again, free of charge, to determine whether their work could have caused the issue, which was not the case. Your service provider has met its commitment to complete the service you had requested. Your provider also did its best to accommodate your schedule, even working on your vehicle over a weekend, when the business would have normally been closed. We had openly communicated with you at the time that age-related issues with your 20-year old vehicle were extending the timeline of the repair work; that was unforeseen, but not unusual. Throughout the process, we had been in regular contact with the shop and with you, advocating for a speedy repair. We are confident that, if any third party were to review the detailed record of our communication, it would agree that you are ultimately responsible for the cost of the repairs that you had requested and approved, and which your service provider has completed.

Openbay is an online marketplace for auto repair.  We connect vehicle owners in need of service with qualified repair shops in their area. When the service is complete, payment from the vehicle owner is processed on the Openbay platform. Openbay earns a modest 10% referral fee for the...

transaction and passes the remaining payment to the auto repair shop less any credit card transaction fees paid to a merchant bank. On January 2, 2016 [redacted] placed a request for service on Openbay to have the transmission rebuilt for her 1995 [redacted] GL 3dr Minivan. The Openbay service team worked diligently to find a shop willing to do the work. Ms. [redacted] had spoken with 3 different shops before settling on [redacted] in Chicago, IL. The job was extensive. The first rebuilt transmission failed. [redacted] honored their warranty and installed a second transmission. The service was completed on February 6, 2016. Ms. [redacted] was given the attached receipt including warranty information direct from [redacted]. The warranty covered one year and/or 12,000 miles on parts and labor.Ms. [redacted] contacted Openbay in May 2017, over a year later stating the transmission was failing. Openbay devoted resources to connect [redacted] with Ms. [redacted] but were unsuccessful. We reporting our efforts to Ms. [redacted] and suggested contacting [redacted] Directly.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[redacted] Repair formerly known as [redacted] Repair are one and the same business.  Openbay is an internet based business working in all the states of the US.   [redacted] Repair now [redacted] gave  me a quote to do transmission work for $900.00 via the openbay site which provides a piece of mind no price spikes, hassle free guarantee  on a 1995 [redacted] Van with approx 151400 miles on it.  The issues with the van were described accurately as was the odometer reading , yr , make and model of the car.  Relying on the openbay's no hassle, piece of mind guarantee, I did no further research on [redacted] and accepted their bid at $900 for the transmission work.  Reading Openbay's piece of mind guarantee I believed at the time I was protected from price spikes and was dealing with a reputable auto repair facility since openbay's online rating system gave [redacted] 5 stars -a top of the line perfect rating. According to [redacted]'s invoice #[redacted] the odometer reading in was 151419 and the van was brought in approx January 7, 2016.  I explained to [redacted] now [redacted] Repair and Openbay that at 75,000 miles [redacted] Motor Co. due to a recall put a new engine in for free and that I wanted to keep/repair the van since in effect the new engine had approx. only 75,000 miles on it.   After numerous calls and hassles over a month's time and because  [redacted]/[redacted]/Openbay would not let me take the car back to another facility mid month when I began to suspect [redacted] were doing poor work.  I picked up the van at a price of $2600.   [redacted] threatened to get salvage title to my van if I did not pay in full when I balked at the over $3000 bill and gave me a small $500 discount if I promised not to talk to anyone about this.   In addition, [redacted] gave me a 1 yr 12,000 mile guarantee for my $2600 payment.  I paid the bill using 2 [redacted] cards and a [redacted] via openbay because that is how it works you pay openbay. You pay openbay and not the shop.  [redacted]/[redacted] refused to honor the guarantee and 6,000 miles in on the transmission work, as did openbay.  In effect for my hassles (bait and switch,out of a car for over a month, faulty work, they called me to pick it up and it wasn't fixed) and $2600.00 I got more problems since I had to pay another facility $1100 more to fix [redacted]'s work.   In effect for $2600 I got a faulty 40,000 mile junkyard transmission put in along with an axle (which by the way, [redacted] City/ Auto put in -another openbay deal- that [redacted] complained about) and absolutely no piece of mind and no guarantees honored despite both being within the guarantee period.  In effect openbay which put me in touch with [redacted] / [redacted] is an accomplice to the actions of [redacted]/[redacted]'s deceptive business practices by protecting [redacted]/[redacted] in what they did.  I found out via [redacted] what a terrible facility [redacted] is and as what one [redacted] reviewer stated" what a pickpocket [redacted] the manager (owner's son) is. As I write here today the van is back  for transmission and axle work at Quality Transmission again. That's too many things going wrong now with 2 openbay mechanics that refuse to honor their warranties /guarantees.  I honor my part of the bargain I pay Openbay and this is what I got- hassles, price spikes, deceptive guarantees, all which amount to terrible business practices.  As a side note [redacted], who [redacted] blamed for faulty axle work requested the axle part back from [redacted]/[redacted] to process a refund/redo the work. I made the request promptly to [redacted]/[redacted].  [redacted]/[redacted] didn't even do that but threw the axle away so I could not get a refund from [redacted] was paid approx $260.00 via the openbay system.  Now we are at a total cost for everyone and everything of over $4000 =$2600 plus $260 ([redacted])plus $1100 (new transmission shop Quality trans bill)- I could have gotten a new transmission at the [redacted] dealer for that price.  In fact I did get a quote from a [redacted] dealer for $3300 but balked and went with openbay to save money.  This was the worst thing I could have done in retrospect.  I have yet to get the bill from Quality Transmission for their work as the van will be ready 10/24/17. I believe this all stems from the faulty work faulty junkyard transmission [redacted] put inIt is terrible that this can happen to a consumer that thinks they are protected by booking with openbay.   Openbay's practices are deceptive at the very least and to have them side with the shop in this case is despicable.  I am demanding a full refund for all costs ([redacted], Quality Trans) at the very least.  This does not even cover the time lost via phone calls, texting , e-mailing etc in dealing with Openbay,  and all the shops and being without a car.  Openbay's ratings, guarantees are worthless and deceptive.  The new facility Quality Trans got the van at 157,781 miles in when they started their work.  From Quality trans I got a 2 yr guarantee.  Sincerely,[redacted]        Regards,
[redacted]

The warranty accompanying a transmission service delivered to Ms. [redacted] by [redacted] and [redacted] was for 12 months or 12,000 miles. A rebuilt transmission was installed in Ms. [redacted]’s 1995 [redacted] Minivan on February 11, 2016. Ms. [redacted] contacted [redacted] and [redacted] and Openbay in May of 2017 describing a problem she was [redacted]iencing with her 1995 [redacted] Minivan, the same vehicle that was serviced by [redacted] and [redacted] and demanded additional work to be performed under the warranty at no charge. Based on the dates of each event, the warranty period for the service that was originally performed on February 11, 2016 had expired. Openbay devoted resources to connect [redacted] Repair with Ms. [redacted] but ultimately the warranty period expired and dictated available services to Ms. [redacted] for her 1995 [redacted] Minivan. We reported our efforts to Ms. [redacted] with suggestions on how to resolve the problem with her 1995 [redacted] Minivan.