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:16/05/2024

  Type:Billing 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 called EK Auto for a quote on an alternator replacement. They stated only that they would need to look at the car before providing a quote. They made no mention of any fee to provide the quote.
  
  They quoted me $**** for the replacement, I declined any repairs. I knew my car had an alternator issue, but they charged me $*** for a diagnosis of the car which is not what I had asked for. The description of the receipt includes: no parts required, charged car battery - $** + eco fee + taxes.

  

  Business Response

  Date: 24/05/2024

  We do not provide over the phone quotes on vehicles. We always request that the vehicle be brought in so we are able to diagnose the problem ourselves to confirm the needed repairs.

  Although the customer assumed it was an alternator issue we are required to diagnose the problem ourselves to confirm the needed repairs for an accurate estimate to be prepared. If we were to install an alternator without confirming that it is the actual problem and just go ahead and install a new alternator on the word of a customer to find out later that was not the actual problem then the customer would not be happy about paying for an unnecessary repair that did not solve their problem. 

  Once we confirmed the problem was actually the alternator, the customer was contacted and provided with a quote for the repair at that time. The customer declined the repairs and was charged for the time it took to diagnose the problem. If the customer had authorized the repairs we would have not charged for the diagnosis. However the diagnosis takes time to complete and our technicians do not work for free so therefore the diagnosis does come with a charge if the repairs are declined, otherwise we would have every backyard mechanic getting us to perform inspections to determine what is wrong with the vehicle and then decline the repairs so they could repair the problem themselves. 

  Customer Answer

  Date: 24/05/2024

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

  The business did not state they do not quote repairs over the phone or that they would need a full diagnosis with a fee. If they said we need to run a diagnosis with a $*** fee before we can quote any pricing, that would have been fine.

  I already had the car diagnosed, I was aware of the alternator issue. ** *** ******** *** *********** **** *** ***** ***** ***** ** ** *****. My problem is paying for them to test a known issue without them being upfront. They should not charge for work that was not requested or even brought to my attention.

  
  Sincerely,
  
  
  
  Jared *******

• Initial Complaint

  Date:20/06/2023

  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 SUV to EK Imports ******* ** *** ******* *** * **** *******. Went over the budget amount by ****dollars, which would be fine if the car was repaired. I was reassured that they would not continue the repair if it was not fixable. After paying **** dollars I received a car that was not fixed.  They tried to charge me for things I replaced and soon as I picked it up I noticed it had a problem most likely linked to the repair. They offered some solutions but they told me I would have to spend more money. Then ended up ignoring me afterwards. I feel ****** by this company they won't stand behind there repair or actually offer assistance or a adjustment. I am now stuck with a broken car and a massive bill.

  

  Business Response

  Date: 04/07/2023

  The repair that the client is complaining about being over
  budget is not clearly described. This vehicle had substantial concerns with
  cylinder head and valve train, and because of the degree of dis-assembly further
  assessment and repair had to be performed by and engine machine shop. Items had
  to be replaced and machined and we didn’t know what this would entail or the cost.
  An initial verbal amount of possibly $**** was given to the client but it was
  clearly stated that it could increase substantially based on machine shop
  findings and need for further repairs. All was clearly explained to the client
  and at no time did he choose to decline the repair. When the work was complete
  the engine was reassembled and tested, and all was good. Customer was informed
  and sent an email with final cost. The verbal price did increase as expected
  and that cost depends totally on the repair needs. There was an adjustment for
  spark plugs the customer said he did not need and that finalized this invoice
  at a little over $**** inc. tax.
  

  At time of pick-up client did voice his opinion regarding the
  price but indicated he had spent very little on this vehicle during his ownership,
  so it was par for the course. He did show discontent with us changing spark
  plugs which he indicated he just changed, and we assured him that the old plugs
  were fowled so bad from the state of his engine we had to replace them. He
  would not accept that and so we decided to satisfy him and eliminate that
  sparkplugs from the invoice and leave them in the car at our cost. We must
  point out that the client did not arrange to have funds available to pay this
  invoice and wished to leave with his car and return when he had arranged to
  have funds available which he was not given this liberty. We value our clients
  greatly but do not allow a vehicle to leave without payment. Especially for a first-time
  client we have no history with.
  

  All parts and labor performed comes with a 3-year 35000km warranty.
  

  As for taking advantage of this client, that could not be
  further from the truth. This was a substantial mechanical repair and short of
  changing the engine which would have been over $*****+ which we would have
  suggested not to repair unless it was customer desire.
  

  After the repair the customer did call us as well as drop
  in with complaints of oil consumption. Asking us what could be the issue in
  which some options were offered but could not be verified without proper
  inspection. At no time was it indicated to the client it would cost him any more
  money. It was our goal to get to the bottom of the client concern. Glenn the
  service advisor made a request for the client to leave the vehicle to assess
  his concern. The client did not fulfill this request.

  Communication by phone was attempted numerous times with
  the same request and our desire to stand behind our repairs and they were
  ignored. The final communication from the client was the only way to get a hold
  of him was email which really does not create a speedy result. If we receive an
  email the quickest response is by phone in which numerous calls were not
  answered.
  When the client did reply he did make it clear that he
  posted a negative rating on Google which was responded with our desire to work
  to resolve his concern in which we received no reply to our request. He also
  indicated his complaint filed with the BBB. Which we are replying to now.
  

  At no time was the clients stated issues proven to be
  relative to our repairs or warranty would have been in order. We have never
  been given the option to assess his so-called complaint with the repair and so
  we cannot look at this from any other perspective based on our client experience
  other than this client is tight for money and wants another adjustment. And is
  looking at the initial verbal price quoted and wants the difference back. And he
  is making this request without any proof that the repair in question is at
  fault. Only the statement that he thinks its because of the repair.
  

  We have been more than willing to accommodate this client
  regarding standing by our repairs and warrantying anything that may have been a
  result of the performed repair. I cannot stress enough that we made our request
  numerous times to return the car to us for assessment. By phone, in person and
  online. But no action has been taken by the client except for filing complaints
  and online posts. We still will honor this. We cannot constantly keep calling
  someone that chooses not to answer their phone. Now who is really being ignored
  here?
  

  This client did not want to accommodate our request made, and chose to lodge complaints falsely accusing us of ignorance and failure to
  stand behind our repairs, As well has made it clear we should have offered assistance or adjustment. 
  

  He makes it clear to point out his cash position as a result
  of his stated broken car.
  

  We demand honesty and integrity in our company, and it is
  no advantage for a business to take advantage, ignore and refuse to stand behind
  parts and labor performed to a client’s vehicle.
  We pride ourselves on the highest quality repairs and have
  a great group of licenced and highly skilled technicians to perform them. We would
  never be dishonest to a client and will do our very best to satisfy.
  

  We are motivated more than ever to ensure satisfaction with
  this repair and need to follow the appropriate steps to ensure accountability
  in the event of a warranty claim.
  

  Please review this reply and forward to the client.
  

  Thank you BBB
  

  Adrian ****** *****
  EK Import Auto Service Ltd.