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:10/04/2024

  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.

  On Aug 18th, 2024 i informed ***** Thornton that i was on my way to drop off my 2006 Escalade so he could swap the transmission and to give me the price, and he responded with a thumbs up. On Aug 26th. at 11:18am i was txt that i would need: rear main seal, 4 wheel drive adapter seal, and a transfer case gasket....and called that afternoon that my vehicle was ready to be picked up and the cost would be $803.28. On Tuesday Aug 27th i delayed work to pick up my vehicle and upon leaving the shop i noticed it "Still not shifting gears" and my speedometer not working, i immediately turned around and went back to the shop. In the next day or so the vehicle was repaired and once again i had to leave work to pick up my wife to retrieve the vehicle. on Sept 5th. my wife called me in a panic because she was stuck on the side of the road because the vehicles information center displayed a "Hot Transmission" message, i once again leave work to see what was wrong. Upon getting to her location i noticed it was leaked all of its transmission fluid, so i had to purchase more transmission fluid. After leaving the vehicle once again at the shop for repair i was sent pictures on the afternoon of Sept 9th. that i had "Leaks" and i would now need a radiator. After purchasing a radiator 2 days later and having it delivered, dropped it off at the shop on Monday Sept 16th. On Tuesday Sept 17th. 8:57am i was told that the radiator was in the truck and would be $212.09. At 1:30pm on the afternoon of Sept 17th my wife took a **** to retrieve the vehicle and once again when she was driving away the truck would not go over 30mph.....she called me and i told her to turn around and take it back to the shop....with this time no way to get back home in order to be there when our daughter got off the school bus from school. After repeated txts with Mr. **************************** refuses to repair my vehicle and was told to "Do whatever i have to do.

  Business Response

  Date: 10/04/2024

  On June 19th,
  2023, customer John Hagood texted me asking for a quote on his 2006 Escalade.
  I returned
  his text and quoted $740.00.  He told me
  he would buy a transmission and get it to me.
  
  On August 18th,
  2024, he delivered the vehicle to my shop with the replacement transmission in
  the back of the vehicle for installation. I then told him Via phone that I
  would need fluid later that day his wife dropped off the fluid.  While in the process of changing the
  transmission we noticed that the engine rear main seal was leaking, and I should
  repair that while I had the transmission out of the vehicle it was a minor additional
  part cost only no labor.  I also informed
  him that the transmission pan was badly dented, and we should swap the pans
  from his old transmission, he approved it.
  The next day
  I told him the vehicle was ready and the total bill was $803.28 which included
  the Rear Main Seal, Transfer gasket and the Pan gasket.
  
  His wife
  came and paid for the vehicle and picked it up.  
  On August 27th, he texted me and stated it’s “still not shifting into 3rd gear after installing a tested transmission” and the speedometer was not working.
  I told he could bring it back for me to look at it, but those function are
  internal functions of the transmission.
  We test drove
  the vehicle to confirm the complaint and couldn’t find any issues. We didn’t do
  any work to the vehicle just test drove it.
   I informed that we couldn’t find anything
  wrong with the vehicle, so they picked it up.
  
   A few days later I received a call, and he
  stated the transmission was leaking fluid.  I told him to bring it back again. We put the
  vehicle on the lift and inspected the transmission for leaks, there were none
  on the transmission.  However, we did notice
  numerous oil leaks. I told him my findings and he came and picked the vehicle
  up again.
  
  The next day
  or so I received, a call and he stated that his wife was driving the vehicle,
  and it stopped pulling and the Trans Hot Indicator was on, and he wanted
  to go get the vehicle and bring it back to my shop. I said that I couldn’t do
  that, he needed get to vehicle back to me again and we will further investigate.
  It was at
  that time we noticed the radiator was leaking fluid which is at the very
  front of the vehicle not in the center were the transmission was and the
  fitting,
  I sent
  pictures of it to him, advised him he needed a radiator. He stated he would buy
  one offline. I told him about the cautions of buying product online that it
  might not fit and cheaper is not always best, and you are already having trouble
  with the used transmission you bought online. He informed me that the
  transmission was tested before he bought it, and it was GOOD per the seller of
  the transmission.  I reluctantly said OK.
  
  Days later
  the radiator was delivered to the shop and we installed it. He paid me $202.89
  for the installation and picked the vehicle up.
  
  Later that
  day he texted me and stated that the vehicle was still not shifting and would
  not go over 30 mph.  I replied and told him
  that I don’t warranty parts that are provided by the customer, and he said the transmission
  is fine, and if I don’t fix his vehicle his attorney would get in touch with me.
  I replied do what you have to do.
  
  The issues with
  Mr. Hagood’s are not workmanship related, they are product related and again I can’t
  be responsible for parts I didn’t provide. The transmission and the radiator were
  provided by Mr. Hagood, and the transmission was used.
  
  Henry
  Thornton
  Owner,
  Thornton
  Auto Sales & Service LLC

• Initial Complaint

  Date:01/11/2023

  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 took my vehicle to Thornton Auto repair in Nov 2022 to fix my Transmission. I provided him the money upon request $900. Then he advises me something else was wrong. I provided him over $280 for that. He then gives me my truck stating it was fixed. I drive my truck 3 days and notice it wouldnt change gears. He informed me to bring it in. I paid him another $200 to fix that. I pick my truck up and drive it for 2 days and noticed the truck wasnt changing gears. I took it back to him, and hes had my truck since December of 2022 and has yet to call or provide any updates. *** called him numerous of times and he never calls back. Af this point it led me to report tjis business

  Business Response

  Date: 01/12/2023

  On August 23, 2022, Mr. ************************* arranged for his **** GMC C1500 truck to be towed to Thornton Auto Sales & Service LLC to replace his transmission. It took us much longer than expected to locate at suitable transmission for his truck due to its age (****),however after replacing the Transmission ****************** picked the vehicle up on October 4, 2022, with a 30-day warranty beginning 10/4/22. This warranty expired on November 3rd, 2022
  On October 31, 2022, ****************** dropped the vehicle off for a tune up and to have the rear main seals on the truck replaced. we also informed him there was a seal leaking on the transmission and we would fix it at no cost to him. ****************** picked the vehicle up on November 10, 2022. with no issues.
  On November 16, 2022, ****************** dropped the vehicle off to replace a leaking water pump and hose. ****************** picked the vehicle up on November 21, 2022. with no issues.
  On or about December 8, 2022, ***************** stating that he was having issues with the transmission. We offered to flush transmission and replace the fluid and filter at no cost to him. Once we completed that task it was unsuccessful.  
  
  End of statement
  
  ***** Thornton

• Initial Complaint

  Date:11/09/2022

  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.

  On 25 August I drove my car, a **** ****** Tribute to ********************** Auto Sales and Service repair in ******* ******* because my engine light was on. Even though my auto was not running hot he recommended that I needed a Thermostat. Mind you I informed him that the engine light had been on for a month or so. Against my better judgement I had him replace it.When I picked the car up the engine light was off so I assumed the car was repaired. a week later the engine light came on and the engine ran hot. I called Mr. ********************** who advised me to ''bring the car in. I was in ******, ** at the time and there was no way to bring the car back to *******. So I took the car to.**************** in ****** ** and had it repaired.A few days later when I returned to ******* I went to ********************** Auto Sales and informed the manager/boss what had happened and asked that they refund the entire $123 had paid them or at least half since I had to have a new Thermostat replaced at **************************** Madza charged $339).The Manager refused to even negotiate a refund except to offer me $9.34 for a thermostat. Didn't even mention the $7.95charge for the Thermostat gasket. I am requesting that this company refund the entire $123.00 because if the Thermostat that they replaced had been new there is no way it would have went bad in a weeks time.I

  Business Response

  Date: 11/21/2022

  ************************ did bring his **** ***** on 8/25/2022, We Diagnosed his vehicle using our scanner. We received a code of "Code ****-FF Coolant Stuck Open", Which Indicated a bad Thermostat.
  
  I quoted his vehicle repairs at $119.98 Which Included Diagnostic, Parts and Labor. Part were New Thermostat and New gasket. He agreed and we repaired the vehicle.
  
   A while later, not sure when Mr. ******* Called and said that his vehicle was running hot, I informed him to bring it back. A few days later, he showed up to the shop with an invoice from another shop indicating that they had replaced the Thermostat and the Temperature Sensor, and he wanted a full refund from me.
  
  I asked ************************ why did that replace the coolant temperature sensor? He replied and he said, it was bad, and he also said that the thermostat was bad too. I ************************ how he knew the thermostat was bad. He replied, It was because they said it was. I asked ************************ did you tell them it was new?   He replied No. 
  
  But I couldn't give him a full refund. I explained to the Customer that I felt that the temperature sensor was bad, but they replaced both parts, not that the thermostat was new.
  
   I told him I could refund the price of the thermostat, but not the gasket because it was still on the car.  
  
  That's all I could do because they replaced the temperature sensor and the thermostat, and either could cause the car to run hot. 
  
  ************************ told me that he would see in court and stormed out of the office.

  *********************************

  Owner

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18363346
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************