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:12/22/2022

  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.

  I dropped by this auto shop on 11/23/2022 at 8 AM and stated that my car, a 2012 ********** eos, had an oil leak issue. NO other issues, NO engine light on, NO EPC light on. The staff told me a diagnosis was needed to see if they could repair it. I approved the diagnosis. After receiving the diagnosis report and the estimated cost, I talked with the front desk staff in person. I confirmed again and again whether or not they were able to solve the oil leak issue. And the front desk staff replied with a "yes" and explained the warranty of their services. Therefore, I authorized the repair, and I picked up my car on 12/08/2022, and paid $1709.22 in total. Before I left, the front desk staff told me there might still be some remaining oil to leak after repair, which is normal, and the leak will disappear after several weeks or hundreds of miles.Once I left, I drove my car only for half a mile; the engine light and EPC light were on, and the vehicle could not speed. I went back to the auto shop immediately. They charged me an additional cost ($240) for spank plugs. I did not raise a dispute because I thought to make friends with them.I drove the car for several days. It was still leaking oil very much. I thought it would disappear as I was told. But the engine light was on again on 12/12/2022. This time, the auto shop asked for an additional charge ($527) AGAIN. The staff started explaining that it had multiple oil leaks and that the repair had to be a repetitive process, which meant I had to pay endlessly to repair the oil leak issue. If the staff told me that it would be repetitive and I would need to pay endlessly, I would definitely not approve the repair in the beginning. I am not stupid, and now I realize the shops repair is a trap.After spending ($1949), the car is still leaking oil, and the engine light is on. A reasonable solution I want is for the auto shop refunds the money I paid. The ** is #*****, and my cell is listed in the **. Thanks.

  

  Business Response

  Date: 01/03/2023

  Contact was attempted with client regarding this matter. Unfortunately client did not remove complaint.  Attached are copies of each invoice, inspection and timeline of communication of each visit client made with vehicle.
  Initially the client had an oil leak issue on a 10 year old ********** (invoice *****), as noted on invoice client was informed to start with the largest oil leak identified at the top of the engine and work our way down, which is our procedure. European vehicles at this age typically have multiple oil leaks due to the material used for oil gaskets.  This repair was completed and when the client picked the vehicle up from initial repair, the client was asked to return in ***** miles for inspection of repair as well as checking for additional oil leaks. Client advised verbally and on invoice as well. The next day the client notified us that the check engine light (invoice *****) was now on. The client returned and dropped off the vehicle. The cause of the check engine light being on was due to the condition of the spark plugs, at which time customer approved spark plug replacement. Note that condition of spark plugs were not inspected for diagnostic testing for clients original concern of an oil leak or required removal for this repair. Please note, a diagnostic charge nor any labor was not charged to the client for the spark plug replacement.  He only paid for parts, which saved him $300.A photo was provided to the client as well of spark conditions at the second visit.  Again when the client picked up the vehicle after spark plug replacement, he was reminded to return in ***** miles for inspection of oil leak repair and checking for additional leaks. Client returned 6 days and 100 miles later due to check engine light being on again (invoice *****). At this time and at no cost to the client diagnostic testing and inspection was completed finding an additional oil leak needing repair causing low oil level and the check engine light to illuminate.  
  Client states in complaint that he was told that there *** be some remaining oil to leak and it would go away, on every oil leak we repair, the client is notified there *** be some residual oil from the repair that *** last a few days, this is normal. However,if they see excessive oil to return as soon as possible for inspection. The check engine light coming on after an oil leak repair for spark plugs that needed to be replaced is an unfortunate coincidence and not caused by a repair that we completed. This is why the front desk staff did not charge for diagnostic testing or labor to replace the spark plugs.  With an oil leak like this client had, engine being covered in oil, there is no way for anyone to identify ALL of the possible oil leaks. 
  We have helped the client with repairs on his vehicle by reducing cost and would be happy to help with oil leak repairs. The client will have to understand that there is a process for repairing oil leaks and there is no way to know all leaks are fixed until there are no more.  
  We ask that you remove this complaint, and feel you will agree the client was not overcharged for service completed.