Complaints

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• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This complaint is regarding an ongoing issue with my 2001 GMC Yukon at E Z Smog in *****, **. My vehicle has failed to pass the smog test solely due to the OBD2 system not providing data, despite all other emissions tests passing.Following the technicians advice, I have driven the vehicle over 800 miles and filled up the gas tank twice, spending over $200 in fuel alone. I have also replaced the battery, yet the issue persists. This is my secondary vehicle, which is rarely driven, and requiring excessive mileage just to get a reading seems counterproductive to environmental efforts.I have returned to E Z Smog six times without resolution, and this situation is both unreasonable and costly. Given the circumstances, I am requesting an exemption from the smog requirement or a viable alternative solution, as well as a refund for the repeated, unsuccessful tests.Please advise on how to proceed. I appreciate your prompt attention to this matter.

  Business Response

  Date: 04/17/2025

  I apologize for the late response, the letter was addressed to ******* ********, he is a previous owner and has been gone for 16 years. When a vehicle fails the smog inspection for lack of data the advice from any technician is to drive it about 100 miles and see if that solves the problem. When this didnt solve Mr. ********* problem, he was told that continuing to drive probably wouldnt fix it and he should see a mechanic for a diagnostic. He opted to keep driving. Every time Mr. ******** returned to have it checked, he was again told that he should see a mechanic, but he opted to keep driving in hopes that it would clear up, stating that this has happened before and this is how it was fixed last time. I NEVER advised Mr. ******** to drive 800 miles, that was his choice. The State run software for this computer portion of the test determines whether it passes or fails. I have no power to pass a car or give exemptions when this occurs . Mr. ******** can try contacting the state referee smog check center @ ************** to inquire about an exemption. Its not likely they will grant one since Mr. ******** hasnt had any kind of diagnostic performed to find out the root cause. As for the $55 test refund, I am very surprised. Ive gone out of my way to be helpful to Mr. ******** and have not charged him outside of his initial inspection. That  would be a $275 value if I chose to charge him every time he came in. 

  I hope this gives more clarification. 

  ****** ***** -- Owner 

   

  Customer Answer

  Date: 04/18/2025

  I am rejecting this response because:

  To Whom It May Concern,
  
  I am writing to file a formal complaint regarding the unacceptable treatment and misleading guidance I received from a technician at E Z Smog in *****, **, during my repeated attempts to complete a smog check for my 2001 GMC Yukon.
  Over the past two months, I have returned to this facility six times after my vehicle failed due to the OBD2 system not providing data. Each time, I was told that the issue would resolve with more drivingadvice I followed in good faith. I have now driven over 800 miles and spent over $200 in fuel, only to be met with the same outcome and zero progress.
  This is a secondary vehicle that I rarely drive. After replacing the dead battery (which understandably resets the onboard computer), I relied on the technicians suggestion that driving would reset the monitors. At no point during my early visits was I told to see a mechanic insteadthat only came much later after I had already invested time and money following their guidance.
  Whats more concerning is the technician's recent attempt to justify the situation by claiming he could have charged me $275 for the repeat tests, implying he did me a favor. This is completely inappropriate, as the smog test documentation clearly states that repeat tests are free within 60 days of a failed inspection. Suggesting otherwise is misleading and borders on unethical business practice.
  This technician failed to provide proper advice, misrepresented his actions in his follow-up response, and has shown a lack of professionalism throughout this process. This situation has been a complete waste of time and resources, and I am now forced to go through additional steps such as seeking a referee appointment, all because of misinformation and mishandling from the business I initially trusted.
  I am requesting the following:
  A full refund of my original $55 test.
  An investigation into the technicians conduct and the misleading information provided.
  Consideration for an exemption due to the extensive and unreasonable burden placed on me.
  This experience has been extremely frustrating and disappointing. I expect to hear back promptly regarding how this issue will be resolved.
  

  Sincerely,
  

  Michael 
  
  

  
  

  Business Response

  Date: 04/29/2025

  Mr. ******** absolutely was told that he should see a mechanic after nothing changed from driving the first 100 miles. He then stated he would choose to keep driving it because he had the same issue last time it needed a smog inspection. The evidence for this can be accessed in public records from his last smog check. One can see that it failed August 4, 2023 for the EXACT same reason And he did not return until September 13 when it passed. this clearly shows that Mr. ******** is aware of this issue and he has dealt with it before.

   As far as my "inappropriate" previous response, a failed vehicle is allowed 1 free retest within 60 days, not unlimited free retests. The customer stated they came in 6 times while putting the extra miles on the vehicle.
  
  
  6x $55 =$330 
  -1 test @ $55 for the free retest 
  =$275 is how I came up with the dollar figure of what couldve been charged if I wasnt trying to help out Mr. 
   ********* 
  
  
  The bottom line is, why would I continually check the vehicles monitors for no money if I wasnt trying to help out Mr. ********* I know Mr. ******** was advised to see a mechanic and he chose to keep driving it and thats good enough for me. I dont expect the other party will change their mind. I will happily refund your $55 to be done with this matter. Please provide a mailing address.

  Customer Answer

  Date: 05/01/2025

  
  ******* ********
  *********************;
  *****,CA 95620