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:31/12/2023

  Type:Customer Service 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.

  Took my car in on June 8, 2023 to get a compressor replaced. The options were new or used. I chose a used compressor for $382.00. A new one was only a couple hundred dollars more but the car is older and we only needed one that would last a few years. Total bill was $764.63. The compressor failed in September, 2023 and when I went back to Dave's to discuss, they confirmed that the compressor was no good and said there is no warranty on used parts. They were unwilling to do anything for me. I have put used parts on cars before and anything of any value comes with a small warranty (usually 6 months). The part that they put on my car was a piece of junk that did not go through any kind of examination process or quality control. Dave's did not tell me that there was no warranty and they did not warn me that it could fail in days, weeks or months. I was given an option that was not viable and too risky. Other places do not deal in used parts that don't do through some sort of verification process. Had I known there was no warranty, I would have spent the extra $200 for a new one. I want a full refund.

  Business Response

  Date: 18/01/2024

  Thank you for bringing this complaint to our attention.  Our staff spoke with the complainant in December 2023 regarding this issue, after the vehicle (and compressor) was brought back in for an inspection to confirm it's failure (i.e. leaking at joints within the unit).  At Dave's we have a 30-day warranty on all used parts.  Beyond that timeline, we are unable to guarantee the lifespan of a used product, as they have come to us used.  The shorter lifespan is something that we mention to each customer when they consider purchasing a used part, and was something that the owner accepted upon purchase.  Our typical warranty period for new parts is 1-2 years, depending on the manufacturer.

  In regards to a "verification" or inspection process, when the part (compressor) was installed, it underwent our typical nitrogen (air pressure) test to ensure the part was sound--the compressor successfully passed this inspection.  Since the leak did not start until September 2023 (three months after purchase), it was beyond the 30-day warranty period.
  
  Despite the fact that this case falls outside of our warranty period, we can understand how unfortunate the situation is.  As such, we are willing to offer the complainant a $100 credit for Dave's Auto, valid until June 30, 2024.  We are confident that any future interaction/ transaction will help put our business in a better light for the complainant.

  Customer Answer

  Date: 19/01/2024

   I am rejecting this response because:
  
  
  That's great that they offer a 30-day warranty but it is not on their invoice and it was not communicated to me.  The options of new or used were presented with no warning of the risk or mention of the short warranty period.  I am also disappointed in the initial response from the business saying there was nothing they could do when I called.  An email I sent to the business went unanswered.  Businesses should be working with customers and not writing them off.  Clearly there is an issue if a $400 used compressor dies after 3 months.  If my customer paid me $800 and, after 3-months, that work had be redone, I would be working with them to find a solution.  There should have been some sort of compensation or understanding when I called to discuss the matter.  At that time, I would have been open to a solution that involved getting some of my $800 back and getting the work done again at Dave's.  At this point, I am not looking for any kind of credit at Dave's.  I want a full refund so I can put that toward getting the work completed properly somewhere else.  Getting the work completed properly will cost around $1300 and that's for a remanufactured compressor with a clearly stated warranty.
  

  Business Response

  Date: 22/01/2024

  We are sorry that the message was not properly communicated.  It is the duty of our Service Advisor to communicate this, as they deal first-hand with our customers, and in this case it appears that they may not have shared the relevant information.  Whether it was communicated or not, however, it is still our policy—we are not able to provide an extended warranty for used parts.  All we can do is ensure that the parts function appropriately when they leave our shop.
  
  To ensure that this unfortunate situation does not happen with any future customers, we are taking the complainant’s advice on including the used parts policy on our invoices moving forward.
  
  Should the complainant decide to change their mind, we will retain the $100 credit until June 30, 2024.
  

  Customer Answer

  Date: 23/01/2024

   I am rejecting this response because:
  
  
  So the business makes a mistake by not communicating the warranty or risk to me but says that they still have a policy (which is on a piece paper in some drawer) and therefore still owe me nothing.  I would never take my car to a business again that treats customers like this.  As I said before, any business that values its customers would work with them in a situation like this.  Offering a $100 credit is a joke and only shows how out of touch Dave's is with their customers.  You've already lost more than the $800 I should be refunded.  I have already told many others to avoid your business and I will continue to do so. There are too many other businesses out there that care.