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:15/10/2024

  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.

  My 2017 was leaking oil in February 2024 after calling around to have the leak fixed I took it to Yemu on Portage. They had my vehicle for three weeks removed the engine apparently fixed the leak charged me $******* for an oil leak and now in September my car just stopped. Had it towed back to Yemu .They told me the engine needs replaced and they refuse to fix it or discuss. * ** ***** ** **** **** ***** ****** *****. I am formerly submitting a complaint against this garage for lack of transparency and refusing to fix the car which has the same issue as when it was taken to them

  Customer Answer

  Date: 21/10/2024

  My car was towed to *** ****** and have since called to tell me that my vehicles engine is missing parts *** ** ******* ** **** **** **** ********** ******* *** *** **** **** ***  I am waiting to hear back from *** ****** further information.  My vehicle was towed directly from Yemu to *** ****** therefore no other shop was looking at the engine after Yemu.  I will keep my file updated as I hear from the garage that has my vehicle now.  I am still requesting a refund from the service that was done where my engine was removed and re installed by Yemu. *** ****** ***** ** ** *** *** *********** *** ** ****** *** ********

  

  Business Response

  Date: 12/11/2024

  Hi 

  I got hard time to communicate  with  this 2017 Gmc terrain owner  (Karen *********)

  Our first priority  respect  valuable customer 

  We fixed  this  SUV on 02/16/24  at 138255km was ok until  came back to us end of September 2014

  The mileage on end of  September is 147684km after 6 months 

  She just called me and I took it ****** **** and the engine is seized and I asked  her what was the reason to seized.  They said  she does not want to explain to she said  I going to tow it and fixed  and back to  I told her this is not our responsibility 

  If you want bring it and we will check it and we will give you estimate  to fix it 

  She tow it our she shop and I check it the oil and  the oil ok but the engine is seized  

  I called her no answer 

  After she called me with different number  and start talking  but I can't handle the word  it disrespectful. 

  Any way over my head  

  I don't even understand  what is our fault   

  ******  **** ** 
  
  *** *** ****

  Biruk

  Yemu auto

  ****** 

  Customer Answer

  Date: 13/11/2024

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

  Yemu has neglected that my vehicle was back to them after that date for still a same leak, which they are not providing the information done to my vehicle.  My vehicle is still at another garage, and they have stated that there are missing parts to my vehicle from when towed to Yemu.  I want a settlement offer since they did not from the first visit fix my vehicle.  *** ******* **** ****** ** ** ******* *** **** **** ** ** ** **** ** ***.  He refused, all calls were from me not by Yemu. When I called he could not ever give a straight answer just kept saying my name over and over and telling me I don't understand.  It was not fixed the first time he did a band aid and considering he removed the engine and then to have missing parts, I want a refund.  I will not drop this.
  
  
  
  Sincerely,
  
  
  
  Karen *********

  Customer Answer

  Date: 13/11/2024

  I just wanted to verify that my vehicle originally went in for a small oil leak, supposedly fixed, but then leak still there it went back and then he had it for almost 3 weeks. Then went back again and after 36 hrs. said all fixed.  I do go under my car to look for oil leaks after so much time at his garage it should have been fixed properly.  Again, a refund.

  

  Business Response

  Date: 20/11/2024

  Subject: Complaint ID #: ******** ********** *****

  Thank you for reaching out to us and for your feedback regarding the Customer Services complaint brought by Karen ********** GMC Terrain. At Yemu Auto Service, we take all customer concerns seriously, and I would like to address the points raised in the customer’s complaint regarding the repairs performed on the vehicle.

  After reviewing the circumstances, we would like to clarify the following points:

  1. Completion of Repairs and Satisfaction with Work
  The oil leak issue in the vehicle was identified, and the necessary repairs were completed on February 16, 2024, at 138,255 km. At that time, our records and the work order indicate that the vehicle was in proper working order and free from any major issues. Upon collection, you confirmed that you were satisfied with the repair services provided.

  2. Driving the Vehicle for Over 6 Months and 8,000 km
  We acknowledge that you drove the vehicle for over 6 months and covered more than 8,000 km after the repairs were completed. During this period, the vehicle appeared to function normally, and no issues were reported. This significant distance and time lapse indicate that the repairs were effective at the time of service and the vehicle was in good condition when it was returned to the customer.

  3. Timing and Circumstances of the Complaint
  When the vehicle was brought back to our shop in September 2024, nearly 8,500 km and 6 months had passed since the repairs. At this point, the vehicle’s engine was reportedly seized. While we understand that this situation is troubling, we believe that the issue with the engine could have been caused by factors unrelated to the initial repairs, especially considering the significant amount of time and distance since the work was completed.

  4. Unreasonable Demand for Refund
  After driving the vehicle for over 6 months and putting 8,000 km on it, we feel that requesting a full refund for the repair services, which were performed professionally and thoroughly at the time, is unreasonable. The vehicle operated properly for a substantial period after the repairs, and we are unable to link the engine issue directly to the oil leak repair completed months ago.

  5. Unfair Allegations and Impact on Our Reputation
  It is disheartening that the situation has escalated in a manner that feels unfair and unjust. The demand for a refund, coupled with the threat of filing complaints, ******* ** ** * ******** ******* **** ******* *** **** ********* *** ********** *** **** ******** *** ************** ** ***** ********** **** ***** We believe that Yemu Auto has acted professionally and ethically in all respects and has provided the customer with quality service.

  6. Commitment to Customer Satisfaction
  While we stand by the quality of the repair performed, please note that we cannot be held responsible for issues that have developed after 8,000 km and 6 months of use.

  In conclusion, we believe that the work performed was thorough and of high quality, and we find the current situation unfortunate. We hope that you understand that our goal is to provide professional service and to resolve any legitimate issues that arise in a fair and reasonable manner. 

  Thank you for your understanding. We value our clients 'business and are hopeful we can work together to resolve this matter constructively.

  Sincerely,

  Biruk **********
  Manager
  **** **** ********
  
  *