Complaints

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• Initial Complaint

  Date:02/05/2024

  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 had taken my vehicle to Fast Service on March 28th,2024. I had spoken to *******(the owner) and he said I had to change my spark plugs and if anything else had to be done, he'd call to let me know. He ended up replacing the 1 coil without my knowledge until I came to pick up my vehicle. I wasn't bothered by it, but to have communication is important. I ended up paying $595 total for parts with labor being a separate $300. After a couple days it happened again, my vehicle shaking heavily and engine light coming back on. I let him know and so I took it back in and then no engine light or shaking. He asked me to leave my vehicle there and most of the day it was, he told me he test drove it and it seemed fine. Now weeks later, last week it happened again, this time so much worse. My engine light again, intense shaking and my vehicle stopped. I was luckily close by a shop who checked the vehicle and said I was still getting a misfiring signal from #4-6. He didn't have time to fix my truck, but he ended up starting it for me and told me to drive a little faster until I could reach a safe place.Now after this happened, ******* has been aware I'd be bringing my vehicle in the next morning to fix it. Unfortunately I have tried calling several times with no reply. I do not feel comfortable to go to the store to have a conversation. At this point, I have now taken my vehicle to a new place as of yesterday, I spent another $315 dollars to fix the same issue I feel they did not fix. I am asking for help to have the money I spent reimbursed to be fair. I hope you can understand I don't feel comfortable to take my vehicle there again, this has happened at the same auto shop a couple years ago for different issues. Hope we can get a resolution at the soonest. Thank you.

  Business Response

  Date: 18/05/2024

  We appreciate the opportunity to address the concerns raised by **** regarding her recent experience at our shop.  Upon reviewing the details provided by ****, we'd like to provide some additional context and clarification regarding the repair process and subsequent issues encountered:
  

  Initial Diagnosis and Repair: **** brought in her vehicle to our shop on March 28th, 2024, while she was having issues with engine missing steadily. After a thorough diagnostic including scan test, the following issues were identified and communicated to her:

  -Evident to wire damage caused by mice, plugs that were completely worn and at least one coil misfiring.  All this was communicated to her before we started the work.  She was also informed that the extent of the damage cause by mice is unknown and it may cause issues in the future.   (Please see the attached invoice for details summary)

  Based on her approval all spark plugs, intake gasket (needs to be removed to replace the back three plugs), and one coil were replaced.  The labour also included cost of diagnose.  When the customer picked up her vehicle, the vehicle issues were resolved and engine was running properly.  

  Recurring Issues:Following the initial repair, the customer apparently experienced recurring issues with her vehicle, including engine misfiring and shaking. On subsequent visit (mid April), the vehicle was tested in the customer's presence and no issue was found, the vehicle was running smoothly.  The customer acknowledged that there was currently no issue and took her vehicle.  The customer called again a few weeks later, advising that she is having the same issue again.  I told the customer to bring her vehicle back and we will test it again.  The customer never brought the vehicle back for us to examin the vehicle. 

  Warranty and Resolution:We stand behind the quality of our work and the parts we replaced, all of which are still under warranty. If there are any issues related to the parts or workmanship, we are more than willing to inspect and address them promptly. However, we are unable to comment on the nature of any repairs conducted by other shops or how they may have impacted the current issue.  It is not uncommon for other coils to fail as all of these electrical parts have similar life span (the customer was advised this as well).  We are unable to determine what repair the other shop has conducted.  We are unable to return the money as we had completed the repair that we had promised; the vehicle was in good running condition when it left the shop and during the subsequent visit mid April.  

  Customer Answer

  Date: 20/05/2024

   
  Complaint: 21658913
  
  I am rejecting this response because: I am adding my additional comments of what the business has said. I am copying, pasting their reply and responding below.

  We appreciate the opportunity to address the concerns raised by **** regarding her recent experience at our shop.  Upon reviewing the details provided by ****, we'd like to provide some additional context and clarification regarding the repair process and subsequent issues encountered:
  
  Initial Diagnosis and Repair: **** brought in her vehicle to our shop on March 28th, 2024, while she was having issues with engine missing steadily. After a thorough diagnostic including scan test, the following issues were identified and communicated to her: 

  I expect any place I take my vehicle to will honestly communicate what the problem is. I had no choice to go anywhere else since this shop is close, I went there which I initially would not do. My reason for that is, I have been to this place in the past. They told me I need to replace this and that and ended up spending so much and shortly after picking up my vehicle, 30 min-1 hour later my truck broke down again. At that time they had it towed back to the shop the next morning and I had to pay more money. This is a separate issue, lets move onto the current. 

   

   

  
  -Evident to wire damage caused by mice, plugs that were completely worn and at least one coil misfiring.  All this was communicated to her before we started the work.  She was also informed that the extent of the damage cause by mice is unknown and it may cause issues in the future.   (Please see the attached invoice for details summary)
  Based on her approval all spark plugs, intake gasket (needs to be removed to replace the back three plugs), and one coil were replaced.  The labour also included cost of diagnose.  When the customer picked up her vehicle, the vehicle issues were resolved and engine was running properly.  

  This was communicated to me yes, I was aware of the wires chewed, but also was not told my vehicle will keep misfiring once they fix it. That makes no sense. The scan of my vehicle shows them clearly what the issues are so if they fixed it, I shouldn't of had the problem happening again 2 days later.

  
  Recurring Issues: Following the initial repair, the customer apparently experienced recurring issues with her vehicle, including engine misfiring and shaking. On subsequent visit (mid April), the vehicle was tested in the customer's presence and no issue was found, the vehicle was running smoothly.  The customer acknowledged that there was currently no issue and took her vehicle.  The customer called again a few weeks later, advising that she is having the same issue again.  I told the customer to bring her vehicle back and we will test it again.  The customer never brought the vehicle back for us to examin the vehicle.  

   

    I did return back to the shop. The day after I picked up my vehicle, the problem arised again. I went back to the shop 2 days later when it happened again and at that time the engine light and shaking stopped so of course they will say nothing is wrong. I left my vehicle there all day, if they say nothing is wrong, what can I do?  A few weeks later, the problem was worse and I informed the shop .He said to bring it in the next day. I called them a few times with no reply, answer or call back, so of course I didn't take my vehicle back for examination. I found a reliable shop who fixed the problem for me, they checked everything. The one coil fast service replaced was also not communicated to me, he replaced it without telling me. When I came to pick up my vehicle, he said we replaced 1 coil. He told me once they start the spark plug repairs if they find anything else, he would call but he did not. My point is, they did not resolve the issues, I had my car shake 2 days later and again 3 weeks later. I contacted them and did not get help, so I am asking for fair reimbursement. 

   

  
  Warranty and Resolution: We stand behind the quality of our work and the parts we replaced, all of which are still under warranty. If there are any issues related to the parts or workmanship, we are more than willing to inspect and address them promptly. However, we are unable to comment on the nature of any repairs conducted by other shops or how they may have impacted the current issue.  It is not uncommon for other coils to fail as all of these electrical parts have similar life span (the customer was advised this as well).  We are unable to determine what repair the other shop has conducted.  We are unable to return the money as we had completed the repair that we had promised; the vehicle was in good running condition when it left the shop and during the subsequent visit mid April.  

   

   The quality of the work is not honest from the past and again this time. If my vehicle did this after several months then I can agree maybe something else can occur, but 2 days later? and weeks later? I feel my vehicle was purposely not repaired or ignored so I would bring it back in for more repairs. What I am asking for is fair and to be clear the other shop attended to me and made me feel comfortable, they talk respectfully and I left my vehicle with them at ease. Since then, I have had no more issues. 

   I can't take responsibility for a business not attending my calls and for me to take it elsewhere is the best decision and only option I had. I am not asking for a full reimbursement, as I maybe should. I am trying to be fair.

   

   

   

   

  
  
  Sincerely,
  
  ***************

  Business Response

  Date: 23/05/2024

  I am hopeful that this does not continue to go back and forth. The car was obviously fixed as when the customer picked it up, the issue was not there. We normally suggest replacing all coils. As I stated before, they have similar life span. Some customers decide the replace the coils as and when needed as did this customer. This was also explained to her. A different electrical issue can happen anytime regardless of timing. We re-examined the vehicle and no issue was found. I am not sure how we did not answer her calls as we were open for business during our normal hours. I am still offering that if it is a warranty issue, we are more than happy to rectify it. We get replacement part from our supplier and replace it - it does not cost us anything. We have paid for all the parts and it took over 3 hours for the work (even though she was charged a fixed amount of 300 for labour). We will not be returning money because we have paid for the parts and employees to complete the work. If the other shop replaced any part including another coil, that is a separate issue. We would have also charged for new issue or any other part than the one we had replaced. Lastly, she can show us what repair was done to her vehicle by the other shop and we can decide from there. There are multiple things in the vehicle that can make it appear same issue without the diagnostic equipment. 

  Customer Answer

  Date: 24/05/2024

   
  

  Complaint: 21658913
  

   Hello,

   

   We are not resolving anything here, I feel I am having to repeat myself over again with no responsibility from the shop. I feel this is not fair considering my vehicle acted up the next day, this is clearly not right. Unfortunately, yes my calls were not taken or returned, I do have my phone call log if you feel I am not being truthful. I would be happy to return my business if they took honest care and consideration of the issues. I will not be giving them my business any further, It's evident to me you are not willing to compensate me and I do not feel comfortable to bring back my vehicle as the trust is not there. Thank you 

   

  Business Response

  Date: 15/06/2024

  Good afternoon,

  This is my last reply to this complain as I am busy and don't have time to repeat myself.  All the information was provided in my previous email.  I have no idea what the other shop had completed.  As I stated before, we had completed the work that we charged for.  We stand behind our warranty of the parts that we replaced.  If it needed different part to fix a similar issue, it would have been different charge.  The customer has failed to provide us any evidence about what, if any, repair was completed by the other shop.  As I have stated before, we are not returning money as we had done the repair that we charged for.  As I explained before, the customer did want want to replace all the coils and they all have have similar life span.  There was also evidence of rodent damage which was also told to the customer. 

  Here is another analogy I can give with a hypothetical example for further understanding:  A customer comes in with a transmission issue and the transmission is replaced, a few months later, a fuse is blown and the car is not switching gear.  The customer takes it to another shop and they replace the fuse and the vehicle is working again.  Now the customer wants money back for the transmission because a similar problem was encountered even though one is totally unrelated to the other.

  I hope I have explained the issue from our end and why we could not issue a refund.  As I stated this is our LAST reply to this complaint.

  Thanks

  *******

  Customer Answer

  Date: 18/06/2024

   
  Complaint: 21658913
  
  I am rejecting this response because:AS I HAVE ALSO MENTIONED, SINCE YOU CAN'T READ BETWEEN THE LINES, YOU GO BACK ON YOUR WORD AND CREATE NEW PROBLEMS. YOU DIDN'T FIX ANYTHING SINCE MY VEHCILE BROKE OWN 2 DAYS LATER. YOU CAN FOOL OTHER PEOPLE, BUT YOUTR WORK ETHICS AND HOENSTY ARE ABSOULTE DISGUSTING. I WILL BE LETTING OTHERS KNOW NOT TO DO BUSINESS WITH YOUR PALCE. TYPICAL INDIAN PEOPLE.
  
  

  Customer Answer

  Date: 26/06/2024

   Hello,

   

   I am not sure what clarification is needed, please let me know. 

  Customer Answer

  Date: 27/06/2024

   Hello,

   

   I am unsure of what you want me to respond too, I am unable to revise what I have written if that's what you're looking for. My complaint is very real and I wish to have help resolving this.

   

   Thanks

  Customer Answer

  Date: 27/06/2024

   

   Hello,

   I wish to have a fair compensation for the lack of repairs on my vehicle. It is very unlikely for a car to break down 2 days after repair, I hope that there is responsibility taken. 

   

   Thanks.

   

   

  Customer Answer

  Date: 28/06/2024

   I have nothing more to add, I just want a resolution. Thanks