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:08/02/2024

  Type:Product 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.

  All information is in demand letter

  Business Response

  Date: 12/02/2024

  Good morning and thank you for telling my side of the story .I will only address the invoices and the allegations presented to me in the demand letter .As you can see original invoice dated Jan 2020 was when we first encountered this customer with a cooling system issue .Two codes were present at that time ,one for overheating and the other for cooling fan switch circuit .We replaced thermostat and switch and problem was resolved .In August of 2023 customer complained of a similar issue occurring .At that time we changed thermostat and cooling fan switch under warranty ,no charge to customer for covered parts .No charge to customer for using scanner and computer program to diagnose problem with vehicle as customer said she had scanner and would not pay for diagnosis .Problem taken care of at this time .In October customer calls complaining of fan running and supposed overheating .As the customer lives 25km away i tried to get her to verify if it was actually overheating or just an electrical issue .She would not .Once i got her calmed down a bit we made an appointment for two days later .At that time she was very upset that she could not drive her car to work and needed it fixed right away .The appointment was for Thursday morning .******** did not show for scheduled appointment but instead drove car to another shop 5km away from us so 20km from her home to get second opinion .The next morning customer calls claiming that other shop told her we had put on wrong part ,sorry cheaper  and she wanted it changed right away .Since it was a Friday we booked her in for Monday morning .Once again we are not allowed to use our scanner as she knew what the problem was .Upon arrival we ordered GM part to replace ****** part as per customer request .No issue found with ****** part as we use that line of products all the time .At this time she voiced concern over a coolant leak .We investigated for potential leak .No leak was found only dried coolant from previous leak .I presented findings to customer and after some yelling and a lot of condescending language she offered to show us where it was .We escorted her to her car so she could show us where it was coming from .At that time customer grabs hose attached to coolant outlet and began yanking it back and forth .Needless to say it began to leak right away as she broke the outlet ****** off .Part was original and very brittle .Outlet and hose are separate pieces .We ordered replacement parts and installed them as soon as they arrived .We then filled coolant up ,brought engine to operating temperature .After a few minutes computer synched in with engine sensors and fans calmed down .She then demanded her money back for repairs .I tried to explain to her that that was an original part that came on the car which she broke and i was not obligated in any way to refund her money .Needless to say she was upset ,threatened me and then left .She then went to OPP and tried to have me charged with fraud .I did a phone interview with a OPP officer who told me there was no fraud committed and he would not investigate any further .Now she has contacted you trying to tarnish our reputation any way she can .After being in business in this community since **** i really do not need this type of customer .Could you please let her know that this is another shop who no longer wants to do business with her!!!!!

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 21266595
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 13/02/2024

  This is to *****. These are not allegations. These are facts as I have given more than enough proof to fight this injustice done to me as a customer and to lose trust in my business owner with my car which you, ***** and **** clearly put on the wrong parts as to set off a reading and dashboard warnings I was not getting answers as you decode it my car put on parts that were under manufacturing warranty accusing me. I broke off parts of my hose in front of map the mechanic. These are beyond ridiculous statements. You charged me $478.50 for hoses I did not need as it was a sensor issue and you charged me $478.50 for parts that were under warranty plus put on wrong sensor to compensate for the original part ** Delco that was already on. So when I went to see other mechanic he pointed out on the receipts you used knockoff parts. He scanned my car, made calls and told me to tell you to put on the part that was originally the ** Delco and it worked on October 30th or around that time. I've taken pictures and garage of sensors coming off and going on and you had me visit you. How many times? How many phone calls losing work? Afraid my car was going to blow up with engine fan screaming because of the the correct sensor and you kept saying you didn't know what was going on. You knew you put on a sensor. You decode it my car on October 20th as permits telling me he did change all these parts which were not what you took off and within weeks the sensor came on again reading 599 this time with warning lights going off on my car and the fan screaming so I went to an alternate garage to get answers and I did! I called immediately which I have for proof as well that we spoke and told you to order parts TX 299 which is the ** Delco the original part you had put on a cheaper sensor 213 ***** which is clear on receipts you stay in letter next morning I called that's a lie! Saying you had to call me down? I just had another mechanic. Tell me you wronged me who who wouldn't be upset? You only decode cars for free but to scan cars. You charge us over $85 so I use my own scanner which is so wrong to be charged to have you find the problem in our cars. It's how we get our cars fixed? I was never swearing as I asked permission to go see **** to have him explained. There was no nonsense between **** and I and **** can surely say I was not damaging parts on my car but yanking hoses to break them off so you could fix those hoses.. you put unnecessary parts and wrong sensor on my car October 20th 23 and charged me $478.50 you say I broke my sensor in letter?? Letter?? You say you put on original parts in your receipts. You are clearly lying to all of us! I am not tarnishing your name. You were doing this all on your own. I'm only exposing the truth! I want to refund of $478.50 and my receipt from the last visit to put on the **Delco as you did not give me one. These parts are under manufacturing warranty so I need proof of change and ***** your last statement saying two shops don't want my business. The shop that help me correct the problem doesn't want my business? Or is it just you for exposing your injustices on innocent customers...

  Business Response

  Date: 13/02/2024

  I did not realize this was a site to talk back and forth .I have replied respectfully to you and the BBB to relay my recollection of the situation .I have nothing more to say at this time .

  Customer Answer

  Date: 15/02/2024

   
  Complaint: 21266595
  
  I am rejecting this response because:I have already sent out a demand letter on January 18 asking for refund of ****** plus my last bill of service I never received..I gave ***** 2 weeks to offer a settlement...he never replied...I now am here with BBB asking for a refund and my receipt of last repair of a sensor issue that would have never resulted in all this nonsense of the original part had been put on...and to be putting on parts that didn't need to be put on resulting in a unnessary charges of ****** and to falsely claiming I broke off my own parts is absurd ...this is all your doing ...and if you had treated me as a valued customer and withheld your integrity...there would be no complications to resolve here ...but you wronged me and I am asking for refund of ****** and last receipt as my part is under manufacturing warranty...I on top of all this nonsense had to go to another mechanic for inspection..I lost over a week of work because my engine light was on and my fan screaming..I wasn't about to drive ...you ***** told me to drive it anyway ..in many phone calls...and my reply was are you going to fix my engine if it breaks by driving??? You didn't or did know it was issue but told me to drive my car anyway....I am having trouble understanding what has just played out ...I didn't trust you after Aug of changing parts and charging me ****** for no reason...so if not going to get alternate advice was something you put me in a position to take...and he gave me answers and when **** took off the knock off sensor and put on the ** DELCO...my car has been fine from last visit... pictures I took in garage on OCT 20TH /23 ..and all pictures to prove that was the issue ...and to say I broke off my parts so you could say you had justice in replacement of hoses and knock off sensors ect is all on you ...but you made me pay ....do you remember how upset I was when paying for work not needed ???  And to have to call you several times after you putting on knock off parts and knowing what you did ..along with ******** as he told me on last visit it usually works ???? You wouldn't scan my car.. but other mechanic did and found issue that was creating my car to get codes 299/599 ...and you wouldn't scan...but decoded my car...and decoding did not correct the issue...you charge for scanning but not for decoding ???? So we eventually come back for answers...and you act like you don't know what happened....this is bad character for a business owner and with people who put our trust in you and our mechanics....and too accuse me of breaking my own parts off is next level corruption...I WAISTED MONTHES on getting answers and got them elsewhere ..I am a unsatisfied ************** again I want a refund of *********** receipt of last visit.. it's been months I try to resolve this matter.. enough is enough!!!

   

  
  Sincerely,
  
  ********************************;