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:19/07/2024

  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 am writing to formally lodge a complaint against NAPA AUTOPRO Gear for their inadequate service and unjustified charges concerning my car's air conditioning system. Despite having my vehicle serviced by them, the problem not only persists but has seemingly worsened.On July 10 2024, my husband brought my car to NAPA AUTOPRO Gear to have the air conditioning system diagnosed and repaired. The initial diagnosis was completed, and I was charged for the repairs that were supposedly necessary to resolve the issue. Upon picking up my vehicle and driving home, We quickly realized that the air conditioning system was still not functioning correctly.My husband returned to the shop on July 16, 2024 to inform them of the continued issue. They conducted another diagnosis and claimed to have identified additional problems with the air conditioning system. Despite my concerns, I was charged again for these subsequent repairs. To date, I have been billed nearly $1,200 for what amounts to improper diagnoses and ineffective repairs, leaving the air conditioning system still malfunctioning.Failure to Diagnose the Main Problem: The initial diagnosis failed to identify the main problem, that lead to unnecessary repairs and expenses Lack of monitoring: The repairs were not properly monitored to ensure the ac system was functioning correctly before the vehicle was returned to me.Ineffective Repairs: Despite the substantial charges, the problem with the air conditioning system remains unresolved.Repeated Charges: I was charged multiple times for diagnosing the same issue, which is unacceptable.I request a full investigation into the practices of NAPA AUTOPRO Gear and demand a refund for the charges incurred due to their misdiagnoses and ineffective repairs.I trust that BBB, as a reputable organization, will address this matter promptly and ensure that such malpractices are not repeated in the future.

  Business Response

  Date: 23/07/2024

  Thank you so  much for your feedback. The owners of the company would like the opportunity to sit down with the client to resolve their concerns and to share with them that they are truly heard and their feelings are valid. Would you be comfortable with us reaching out to you directly to set up a time that would work for both of us to discuss this one on one? 

  Thank you!

  Customer Answer

  Date: 31/07/2024

   
  Complaint: 22009310
  
  If you are able to provide an explanation here, please do so.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 requested the body shop to install the brake pedal on the passenger side for a driving school. However, at first the brake pedal was not ordered on time as promised. After installation, when I tested the brake it did not feel right. I spoke with the manager but they refused to look at it without charging me for diagnostics. Furthermore, there was noise and a leak from the engine which was not there before I took it in. I got it checked by a third party and they quoted that the part was incorrectly Ordered and installed. I went further to a driving school instructor who stated that It was not done according to specifications. I now have take the old pedal out and get a new one installled.

  Customer Answer

  Date: 08/08/2022

  Hello ****** 

  The complaint was resolved. 

  However, there was no compensation provided by the business for the loss of time. The original order was placed on April 22, 2022. The part was successfully taken out today hence the work was not done as promised. Also the cost of transporting, from home to the shop and back, is left outstanding.

  
  

  Also, the condition of the vehicle is not the same as when I took it in. There’s  a noise coming from the engine while making a slow right or left turn. They inspected the vehicle after the part was installed and found “no noise” when I fact there is noise. 

  Thank you once again.