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:01/09/2023

  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.

  Basically I just got my car back yesterday from Jay's service and automotive repair shop and towing company here in kamloops. The problem with my car was that I simply put the wrong fuel type in the tank which as I understand is a very fixable problem. Anyway they called me for the second time letting me know that it was available to pick up because it was done which was yesterday and I got it and I stole four times on my way home and one time was in a busy intersection and I almost got in an accident. It doesn't seem to me like they actually test drove it before saying it was done. And now they are not returning my calls. I don't have much money and it's a huge inconvenience for me not to have that vehicle going. It's been there for a month up until yesterday. I was just wondering what I can do. I don't really want them to do any more work on it but I want my money back and I want them to tow it to a shop that can do the work for free.

  Customer Answer

  Date: 01/09/2023

  I will submit the tow through roadside plus, but I would like the other money back,  they would not ever answer phone at any time of day, kept vehicle for almost a month and after paying this bill it stalled 4 times and needed to be pushed home.  The first stall was in a very dangerous intersection.  As per attached bill the total was $761.13.  $130 was for the tow. which I would have needed to pay anyways.  We had asked them for a diesel mechanic good in town and they did not give any names, they just suggested they would do it.

  Business Response

  Date: 05/09/2023

  After the customer installed gasoline into his diesel vehicle, he started the engine. The engine stalled and he continued attempts to restart it until the engine battery became drained. If the mistake is caught immediately and the engine is not started, generally it is a straightforward correction of extracting the incorrect fuel from the fuel tank. However, when a diesel vehicle is started with gasoline installed, further damage to the fuel system components may result. The engine did start after the fuel was extracted, the fuel system was flushed & the fuel filter replaced by Jay's. After the engine was idling for a period of time, the engine stalled and would not restart. The customer was informed of this. A diagnostic scan was performed at no charge to the customer, and an immobilizer fault code was retrieved. The engine later restarted without assistance and the vehicle was taken for a short drive. When the customer picked the vehicle up, he was verbally informed that there was an immobilizer fault code stored and could be responsible for the engine stalling & not restarting immediately. The customer was provided with this fault code (P1570; Engine start blocked by immobilizer - intermittent). Jay's corrected the customer's initial problem, but it is suspected further problems were caused by the customer starting the engine, and his repeated attempts at restarting it after the mistake was made. The battery becoming drained could have affected the immobilizer system. Jay's recommends the customer has further diagnostics performed. 

  Customer Answer

  Date: 06/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Of coarse I reject their response,  they didn't fix the problem but said that they did and charged me $765.    They should give me my money back and tow  it to somewhere that can fix it.  The other thing is they are not specially suited for dealing with diesels.  They should have taken my diesel car to somewhere that is specially suited to deal with diesels.

  Business Response

  Date: 07/09/2023

  Jay's has a long history of correcting mistakes made by customers in which the incorrect fuel was installed into their vehicles. There has been a high success rate in repairs, whether it be gasoline into a diesel, or vice versa. The original fault of extracting the contaminated fuel from the vehicle's fuel system was completed as requested. Jay's maintains that there was a secondary fault created by the customer after the customer started the engine, and continued attempts to start the engine until the engine battery became drained. The repair procedure to follow is to correct the original fault and proceed to further diagnostics (if necessary) thereafter. The engine started after Jay's extracted & flushed the contaminated fuel and it was able to be driven. Once again, the customer was made aware verbally and it was noted on the invoice (with a fault code retrieved) that there may be further faults present, specifically with the vehicle's immobilizer system.