Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:25/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Possibly 3 companies that could have this complaint filed against, **** ****** **** ***** ******* and ***************. I purchased a **** ******** **** ***** ******* from Auto House last August, we immediately came across issues despite an thorough inspection being completed. We came across our Air *********************** leaking, thermostat issue, and had negotiated new tires and fixing the rear seat as the electric fold down feature was not functioning on the rear right seat. Auto House got us to bring the vehicle in to Auto House Repair. Auto House was to cover the cost of work and it was to be carried out by Auto House Repair. The Thermostat was the only work done properly, our air suspension had an airbag replaced, but our air compressor had to run uncommonly often to keep up with another leak, and a week after receiving the car from repairs we found that we were still leaking oil. We had coordinated to bring the car in again for oil leak and tires, the seat repair was put on hold. The second time we went in was they took replaced tires and were supposed to take care of the oil leak again. We found after receiving the car that we were still leaking oil. I called to arrange a third appointment but was told that it was going to be a combination of me paying and warranty. I got covid and by the time I recovered could not make our third appointment (auto house in *******, I live in ************). In ************ we blew an air bag and had to bring it into a local shop he replaced the airbag, and found the oil leak, an oil cooler gasket and turbo gasket shown to me, I attempted to work with ****** warranty only to be told that our engine seals and gasket warranty didnt cover the engine oil cooler, a part of the engine. Auto house did honour the cost of repair but sold us a vehicle requiring work, auto house repair didnt repair properly, ****** warranty, engine oil cooler not a part of the engine??? Tires swap? over-pressured 2 and worn out already.

  Business Response

  Date: 08/08/2022

  I can Only Respond To The Complaint Levied Against Auto House Repair Centre. As Auto House **** Was Paying For the Repairs requested  , They Are Our customer At The time Of *************** *** Leaks Are Very Difficult To Pinpoint And Have To Be Repaired as found , Then If Still Persist From Another Source, That Repaired. *** Gets All Over The Engine, We Clean It Down And It Needs To Be Driven in Order To Get Another Leak To Appear. We Are Only Going To Change The gaskets That We can See Leaking , Not Every One In the Engine! The oil cooler Is Completely Hidden Under The Intake Manifold , And Can Only Be Detected Through A Small Bleed Hole At The Rear Of The Engine , When *** Is Covering This area From the Valve Covers Leaking You Cant Tell Where It Is Coming From . We Did The Valve covers On the First Visit , And Removed One On The Second Visit To Verify The repair, And Found A Bad Fuel Injector That Was Repaired At No Charge To The Customer, Value Of Approx $1000.00. Which Auto House **** Covered. The Vehicle was supposed to be brought back for us to confirm if it was the oil cooler leaking , as The other repairs had been completed. Customer Had Scheduled With Us And Didn't Show . He Did Call Us to tell Us He had COVID. but Never Rebooked to give us a chance to finish the repairs. 

  Customer Answer

  Date: 09/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:In their response Auto House Repair identified that there process for identifying a leak point is not in line with industry standards. Suggesting that there was too much oil to view where it was coming from, rather than cleaning off the residue oil and running the vehicle to properly identify a leak point, even running the vehicle for an extended period of time after their repairs were complete would of shown the ineffectiveness of repair. Neither of these were done, as a result a repair that should have been completed under the Auto House Dealers agreement were not addressed. 
  
  Sincerely,
  
  *****************************