Complaints

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• Initial Complaint

  Date:12/02/2025

  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.

  Paid 5000 to AUTO IMPORTS on 2025 01 09.Auto imports offered to fix damages they caused through services provided but the damage they wanted to fix they were going to charge me for it and it wasnt even the actual problem. They lied my oxygen sensor in my catalytic convertor was blown and needs replacing. Brought the car to **** the o2 sensor doesnt need replacing at all.they also over charged me on my invoice, i agreed to pay the quoted prices and they raised the costs on the provided services and tacked on services without my consent. The owner **** has advised he will fix the o2 sensor that his shop fabricated is broken but at a cost. He said if im looking for bill compensations or adjustments take my matters to small courts to get dealt with. I have voice recorded calls with the buisness to attest to my information Upon taking my car to **** they confirmed my catalytic convertor is indeed faulty due to the injection cleaning which auto imports completed. I brought my car into this shop in complete working order needing milestone services and left with major issues to my catalytic convertor and my coolant reservoir is broken costing me $600 to repair..

  Business Response

  Date: 25/02/2025

  We respectfully address the customers concerns and clarify the facts. All services were fully discussed and approved over the phone, including the necessary coolant service due to the radiator support replacement. The customer willingly signed ******** financing paperwork, acknowledging and approving the work.
  When the *** issue was reported, we immediately offered a free diagnosis. After a quick inspection, we suspected an O2 sensor issue, but the customers husband chose not to leave the vehicle for further testing. Despite multiple requests, the customer did not return for a proper diagnosis. As a goodwill gesture, we offered to replace the O2 sensor at no labor cost, but the customer sought assistance from other shops, limiting our ability to assess the issue.
  The coolant system was in proper working order when the vehicle left our shop. Subsequent issues with the coolant reservoir or spark plugs were not caused by our work. We used OEM-approved parts, and claims that aftermarket spark plugs triggered the *** are unfounded. We were not given the opportunity to verify Audis findings or address concerns under our warranty.
  Our work is backed by a 1-year/20,000 km warranty, provided the vehicle is returned for inspection. This is necessary for supplier warranty claims covering labor and parts.
  We remain willing to assist, but resolution requires the customers cooperation in bringing the vehicle back for proper assessment. Unfortunately, the customer has escalated the matter without allowing us the opportunity to resolve it. We believe this stems from misunderstandings and a lack of cooperation on the customers part.
  We kindly request the customer contact us to schedule an appointment so we can work toward a fair resolution. Our commitment to customer satisfaction remains our priority.
  

  Customer Answer

  Date: 25/02/2025

   
  Complaint: 22930350
  
  I am rejecting this response because: It still does not outline what actions will be taken in regards to the matter. The buisness has stated they will provide services but **** has already fixed their many issues they had caused on the vehicle . The invoices have discrepencies in the original quoted prices which with than increased upon date of service. The invoices shouldnt be higher , even though the services on the quote are what was approved the approved services on the new invoice were increased as shown in documentation provided. 

   

  I am still requesting the original overcharges to be refunded or I will seek further legal action. 
  
  Sincerely,
  
  ******* ********-******

  Customer Answer

  Date: 25/02/2025

  There is false information being provided. The buisness instructed my husband to come back in 1 hour and they would have the car diagnosed, so my husband did just that. As a gesture the shop states they were going to provide me a replacement of my O2 sensor with no labour costs but wanted to charge me for a part . If the work is warrantied why would the part not be covered being that supposedly the sensor stopped working due to the fuel injector service . The documents from **** were supplied and the documents state the catalytic convertor is faulty due to a fuel injection service (completed from auto imports) so why would i be paying for parts out of pocket?The coolant system was not working correctly when it left their shop because if it was **** wouldnt fabricate it is SEVERELY leaking and needing replacement. A service was completed Jan 7 with auto imports and **** refilled the coolant reservoir just 3 weeks later which is not a normal function of a functioning coolant reservoir. The claims that the afternarket spark plugs are not unfounded as **** has advised after market spark plugs in an european car can cause misfires, which can inturn cause a faulty cataltytic converter which inturn requires a O2 sensor replacement as the shop stated was the issue.Another concern is in question about the credentials of the mechanics in this shop if they even have mechanical certification to be operating on vehicles as if they did how can so many issues arise from their work? Worst part about this all is the shop is taking 0 credibility and is fabricating they are offering a solution which requires their customer to pay more money out of pocket The issue has not been solved Each service provided was overcharged Issues have arised from the buisness work causing more out of pocket costs..