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:29/09/2023

  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.

  I brought my car into get an oil pan replacement. The car comes back with a check engine light for a cam shaft position sensor that wasnt there before. I let them know and got the code scanned. Guaranteed Auto fixed up my car with a *** repair; however, nothing was fixed and the rapair was faulty. I was told I could drive the car as long as I dont drive it hard. After approximately 50km after I received my car back from the oil pan replacement, I get a flashing oil lamp warning and ** ******** ** *** **** **** ** ******** ******* and end up paying $440 on towing. They tell me I need a new engine. I get my car back; however, the front bumper is damaged due to a customer hitting it and a new check engine light for the O2 sensor is there. I was told it does not cause any harm to the engine so I started driving it but now the clutch release bearing falls loose approximately 30km after getting my car back. I get it repaired, however, again after a month of it being repaired for a second time, the clutch falls flat. I brought my car to a different shop and they told me the clip holding the clutch was not put on properly and furthermore, when they replaced my engine the O2 sensor wiring was wired over the exhaust and it burnt off. I got them to repair the O2 sensor for free and was reimbursed for the *** repair but I am still down $440 for the towing due to negligence in inspection after repair, $5100 from the new motor due to the oil light turning on less than 100km after the oil pan being replaced, and $680 on the clutch falling apart immediately after it being disengaged to remove the motor. The motor and clutch failing is not guaranteed to be their fault; however, it is hard to call it a coincidence when the part they fix repeatedly keeps breaking down immediately after being worked on.I ultimately paid $6600 into the business directly, and ended up paying $940 on towing+clutch second time.

  Business Response

  Date: 17/10/2023

  Good morning, ****** brought us his ***** for an oil leak which was a oil pan issue. At that time he told us the cam sensor code had been repaired (not by us)  and the Check Engine lamp returned. We  did explain to ****** that on a older vehicle that various issues can cause the same code to return. The vehicle was extremely low on engine oil from the oil pan issue, we did say that there was possible engine damage. We did replace the engine at a later date and worked with a aftermarket warranty company to help with the  expense. ****** had some concerns after the repair which we have addressed multiple times. There was an issue with a failed clip which did damage some wiring, we have repaired the wiring and replace the oxygen sensor related to the wiring at no cost to ******. We have several times done repairs that were not related to any previous repair and again no cost to ******. At this time we feel we have done all that can be expected from us but unfortunately ****** does not see it that way. 

  Richard (Owner)

  Guaranteed Automotive

  Customer Answer

  Date: 17/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: There was never an issue with the cam position sensor prior to bringing in the vehicle. If I am correct, all repairs done are registered on ****** and if that is the case I am happy to purchase a copy of my cars previous repairs. Richard stated that they never did work on the cam position sensor; however, the whole reason why I brought the car in when my *** got replaced was because after I picked up my car for the oil pan, the cam position sensor had appeared. I also got the code scanned by one of the mechanics at Guaranteed automotive before bringing the car back in to get the *** replaced. After the *** replacement, I paid for the service and went on; however, the cam position sensor code returned shortly after(within 50kms) and then the oil lamp also turned on. I understand that there may have been engine damage due to the oil leaking, but the car was running healthy and fine with no issues prior to the oil pan replacement and I see no correlation between the prior oil leak causing the oil lamp to turn on after the oil pan was replaced. I was reimbursed for the *** repair as it did not fix any issues. At this point the engine was deemed dead and we got a new engine in the car. After the engine was replaced, I went to go pick up the car and I was told by Richard that there is a check engine code for an O2 sensor but it does not cause any damage to the engine and is a pricey repair so it is not worth fixing it immediately. I followed his advice and drove the car for two days. After approximately 30km the clutch release pin fell out and again I was stranded this time in the middle of a busy intersection. The only reason I can see due to the clutch pin falling out so shortly after it was worked on during the engine replacement is due to improper installment. I paid for the service to get the clutch fixed only to find out again that it was going to fall out a month later. A different mechanic fixed it using the same pin and has been running fine for over 5 month. That was when the mechanic tol dme that the pin should never fall out if installed correctly and that the wiring for the o2 sensor was wired directly on the exhaust which was what caused it to burn. Richard took the car in and did indeed fix the O2 sensor wiring and replaced the O2 sensor however, 2 weeks later, the same O2 sensor code popped up on my car. Richard called me in regards to the BBB complaint and stated that he is not going to respond to the BBB complaint. I told him at that time that the O2 sensor code had turned back on and he said that he has done what needed to be done and that he is not going to take a look or do anymore repairs in that regard. I didnt understand why the warranty didnt apply since the policy is repair within 1 year or 20000km at their shop. I left a review stating the events that happened and now he is responding to the BBB complaint. I can confirm that the *** repair and the O2 sensor was looked after, but the *** did not fix any problems and that it was a misdiagnosis which was the reason why he reimbursed me. I am not aware of any extra work that was done to my car other than the 02 sensor being fixed which we agreed would only be taken care of if **** ****** **** ** *** ***** *******. Seeing that they took care of the repair, I came to the conclusion that the 02 sensor issue *** ****** ** **** when the engine was replaced. All other repairs and towings were paid by me. Furthermore, if the oil lamp issue was due to the oil pan not being put on properly, I essentially paid for a brand new oil pan just for it to be put to waste when the new engine was put on. This whole timeline is in the span of a few hundread kms, most of them being under 100km. I just dont see how the events were coincidences and also realized that *** ******* **** * ****** *********. I would like to know if you believe that *** ** ** ******* **** **** ** ** **** ***** ** **** ****** and we can discuss which parts we agree on and which parts we disagree on.

  Thanks.

   
  Sincerely,
  
  ****** ******

  Business Response

  Date: 18/10/2023

  Good day ******, from my perspective we have tried to look after your concerns. We are not prepared to fix all issues with your vehicle that are not related to our past repairs. I am done responding to any further correspondence.

  Richard

  Customer Answer

  Date: 18/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: An oil issue after having oil work done, the clutch failing twice after having clutch work done, and the o2 wiring failing twice after you guys did the wiring all within weeks of the repair seems to me like issues related to the repairs done but if you want to settle things as is for now then there is nothing I can do. Thank you and take care.
  
  Sincerely,
  
  ****** ******