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:12/16/2024

  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.

  Approximately on 12/12/24, I took my vehicle to EasyAuto - ************* Inspection for a DMV-required brake light inspection. I paid $165. They informed me that my car failed the inspection for reasons beyond my comprehension. I explained to the lady that the failed inspection reasons didn't make sense while I was also trying to translate for my Spanish-speaking dad, who was with me. However, she yelled at us in a very unprofessional and disrespectful manner. We left very upset when they told me that I had to repay $165 to get another inspection! However, my sister called and requested the protocol to follow if a car fails an inspection. They indicated that she would have 5 days to fix the problem, and they'd conduct a re-inspection free of cost. Two days later, on 12/14/24, my sister and my dad took my car. When the business owner realized it was my dad and my car, he pointed out that they had to pay again because they had taken the car to be fixed elsewhere. This is illegal! This business cannot compel customers to use their services, particularly if they are the same company conducting the inspection! Double dipping is considered fraud. How do customers know if they are just not passing cars to gain double the money? The BBB has received complaints about similar issues in the past. Investigating this business for its illegal misconduct is necessary!READ BOTTOM OF RECEIPT! BY LAW I CAN CHOOSE

  Business Response

  Date: 12/26/2024

  El Monte Easy Auto. ************************************************************************************** 12/26/2024 
  Better Business Bureau ******************************************** ******************
  Re: Complaint Against El Monte Easy Auto, Code # **************
  Dear Better Business Bureau,
  I am writing to formally dispute the negative reviews posted by **** ********* regarding services provided by El Monte Easy Auto on December 11, 2024.
  Mr. ********* brought his 2003 ****** Camry  to our shop for a mandatory safety inspection, as required for vehicles with salvage titles in **********. We explained the inspection process in both English and Spanish, and he agreed to proceed. Upon completion of the inspection, it was determined that his vehicle failed to meet the safety standards set forth by the *************************** (BAR) due to multiple issues, including:
  A non-functioning license plate light
  A broken headlight support
  Excessive front brake disc runout
  These findings were clearly documented and explained to Mr. ******************* the inspection, Mr. ********* and his family have posted multiple negative reviews on ******, making false and defamatory statements about our business and our employees. While my employee was explaining to Mr. ********* the result of the inspection,he was recording with his phone without my employees authorization.Why hasnt he used that video?  They have accused us of treating them disrespectfully and have threatened legal action, without any supporting evidence.
  The claims made by Mr. ********* are without merit. We have a strict policy of providing clear and concise explanations to our customers, regardless of their language proficiency. The individual who accompanied Mr. ********* was present during the entire inspection and had ample opportunity to ask questions.
  Furthermore, Mr. *********** claims regarding our reinspection policy are inaccurate. We do not offer a five-day courtesy reinspection for safety inspections. Our written policy clearly states that we offer a 20-day courtesy reinspection for smog checks only.
  We believe that Mr. *********** negative reviews are motivated by his dissatisfaction with the inspection results and his desire to avoid making the necessary repairs. We request that the Better Business Bureau investigate this matter and take appropriate action.
  Thank you for your time and attention to this matter.
  Sincerely, [Your1 Name] [Your Position at El Monte Easy Auto]
  
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22689252
  
  I am rejecting this response because:
  First of all, I am not the only customer with the same complaint (see other reviews on the BBB website, Yelp, ******, etc.). Unfortunately, your shop is known to have numerous customers complaining about the same issue as mine, in addition to the unprofessional treatment I received! I was upset about the way you spoke to us. Plus, we all have the right to the First Amendment in this country. Your shop is open to the public, and videotaping is permitted anywhere the public is allowed! I myself did not see or notice any signs on your door or anywhere else indicating otherwise. Furthermore, I am confident that your shop is equipped with video recording cameras. You and I were both outraged, and my immediate reaction was to pull out my own camera. Unfortunately, you are more wrong than I am since you're running a business and more than likely making a profit off the young and naive like myself in addition to the elderly and many other customers. The failure of my brake inspection vehicle did not upset me! Obviously, since I will be operating the vehicle, I would prefer it to be safe! But your unprofessional attitude, your way of belittling customers, and your condescending manner were inappropriate! Furthermore, my sister directly contacted your shop to inquire about the time limit and associated costs in the event that a vehicle (not mine) fails the inspection. Your shop responded over the phone that she had five days to fix the failure issues and bring her car back for a free reinspection! You told her this over the phone. So the one defaming anyone here is you! When she took my car back with my dad (within the time frame), you knew it was mine, and to continue harassing me, you indicated to her that they would have to repay the $165 once again. The interaction you had with her also lacked professionalism. Your shop swiftly modified its policies, to which you responded with, "Oh no, you've taken the car for repair elsewhere, so now you need to pay again." You harbor resentment towards me due to our previous interaction, which is quite perplexing considering your expected professional conduct. My question is: Does your policy and charges change depending on the customer's behavior?
  Sincerely,
  
  **** *********

  Business Response

  Date: 01/23/2025

  **************, 01/23/2025

  El Monte Easy Auto .********************************************************************************

  To: Better Business Bureau ************************************* ************ ***** ************ ******************************

  Cc: Jazmine ** **** ********* Complaint # ********

  Dear *** *********,I want to once again express our sincere apologies for the negative experience you had at our workshop. We understand your frustration and assure you that we take your comments very seriously.We appreciate you sharing your views with us and the Better Business Bureau. Your opinion is very valuable to us as it helps us identify areas where we can ********** your last note you mention that you took video of what happened, it would be very helpful if you showed it to BBB to have a better idea of what happened, we are open to reviewing any evidence. . However, we want to emphasize that our main goal is to solve your problem and restore your trust in our business.We appreciate your patience and understanding.Sincerely,***** Owner and Technician Easy Auto

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22689252
  
  I am rejecting this response because:

  Your reply is greatly appreciated, and I also extend my apologies; I was inconsiderate, but your female employee was exceedingly condescending and rude. I specified in my previous response that I had retrieved my phone; however, I was unable to capture the video due to the rapidity of the event. I am able to assure you that I did indeed take out my phone and pretended to be recording. However, I was unable to press the recording button, and as a result, I was unable to capture the awful encounter. I deeply regret this! However, if you possess a video recording, why can't you upload it to this platform, given that you are a business? I am requesting a full refund because my sister contacted you to inquire about the procedure for a car that failed the brake inspection. You informed her, without knowing that she was my sister, that she had a five-day ***** period to resolve if any issues arise and return for a re-inspection. However, you revoked the ***** period when you realized that it was for my car. You justified the cancellation of the ***** period by claiming that we fixed the brake inspection issues elsewhere, and you demanded an additional payment of $165. This conduct suggests that your business is lacking in professionalism and integrity and that they harbor grudges. In the event that a customer fails the brake inspection, your business is unable to provide any information regarding the location of the vehicle's repair, particularly if it is located next door. We are unsure if you are participating in double-dipping, which could lead us to interpret this as fraud. I am requesting a refund and extending an apology to the entire business, as we can all work together to find a solution as human beings! 
  Sincerely,
  
  **** *********

  Business Response

  Date: 02/11/2025

  **************, February 11, 2025
  Easy Auto ********************************************************************************
  To: Better Business Bureau
  ****************************************
  ************ ******************************
  Cc: Jazmine ** **** *********
  Complaint #: 22689252
  Dear Jazmine ** Complaint Specialist
  I am sorry that Mr. ********* does not have a video that would have been of great help in clarifying this situation. For my part, the only thing I have and can show are previous and subsequent service orders for vehicles that have not passed inspection. In no case did I offer five days for a free re-inspection as he claims.
  The inspection was carried out and, as proof of this, I provided the Vehicle Safety System Inspection Report (VSR). I cannot offer you a refund as the work you requested has been done.
  Dear Jazmine ** I hope this information is helpful to you in resolving this unfortunate misunderstanding.
  Sincerely,
  ***** Owner. 
  
  

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 came to this business to have a brake and lamp inspection. I paid $120 for the inspection. The owner said I needed to make some repairs and to bring it back and he would reinspect it for free. He actually referred me to the business next door for the repairs which I thought was suspicious. I ended up taking my car to be repaired elsewhere. I brought the car back to be reinspected. And then they tried to charge me another $120 for full reinspection fee. I could not find my receipt from the first inspection.So the employee tried to tell me there was a 5 day limit of when you could bring it back for reinspection. But I told her I was never told that. I was never given a Time frame on when I had to have the car returned for reinspection. And there was nothing on the paperwork that said when I had to bring it back by. Rather than give them another $120, I chose to take my vehicle elsewhere for another reinspection and had to pay $123. would like my money refunded for having to pay for another full reinspection.

• Initial Complaint

  Date:01/30/2024

  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.

  The business offered a 5 day period to retest for a brake inspection. I returned within the 5 days and was given a run around due to technician being out. I returned at the time requested and when the test was performed they said they were unable to complete the test and implied if something was broken during the test theyd have to fix it without letting the car leave the shop. Although there were days remaining within the 5 day retest period, they mentioned they would have to charge again which is NOT what was listed on the service order. Id like to note the employee ***** was working without proper steel toe shoes. First he was working without one shoe then he put on a canvas type shoe.

  Business Response

  Date: 02/08/2024

   On January 27, ****, *********************** came to my shop (El Monte Easy Auto) requesting three inspections, service order  # *****. one for Smog Check
   $75.00, another for Brakes $60.00 and another for Lights $60.00. Smog Check and Lights passed the inspection, but in the brake inspection no.The reason why it had failed was explained verbally and in writing. (Contaminated brake fluid and damaged wheel studs on the rear tires). **********************; was also informed that, as  courtesy of the workshop, we would offer her one  re-inspection at no cost  in no more than 5 days. On 01/30/****, *********************** returned, service order # *****. My brake fluid test strips showed 200% contamination, the wheels studs on the right rear tire were still damaged. I did not charge her for this inspection, but I explained to her that for the next time I would have to charge her because I had already provided her with a re-inspection without charge. She got upset and told me that since she worked for the government she would find a way to accuse me with the city.
  
  I think *********************** should ask the shop that did this repair work for the money back, because it definitely didn't improve anything.
  
  

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21223065
  
  I am rejecting this response because:

  After this interaction, the vehicle was taken immediately to another DMV certified lamp and brake light certification business and there was 0 issues. The brake fluid was NOT contaminated and the bolts were not broken. 
  

  If my vehicle indeed had the issues they claimed, why would another business performing the SAME inspection still be able to certify there were no issues.

  According to the invoice provided, there was no limit as to how many tests could be provided within the 5 day ***** So the comment about their being a fee for an up charge did NOT comply with their invoice order. 
  

  Also, there were multiple comments made about how they could fix the issues themselves but it was apparent El Monte Easy Auto wanted to take advantage of two women. There is no proof that the strips they were using to test the brake fluid werent tainted. When testing strips are old or tainted, it doesnt produce a true test. The brake fluid test was not performed in front of the customers so there is no proof that test they run is even accurate.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/13/2024

  Second response to ***********************.
  It seems that the only thing you are interested in is recovering $60.00.
  You say that that same day you went to another DMV certified shop, but you do not show a receipt or provide a copy of the brake certificate or the brake strips that show no contamination (copper). Also let me inform you that DMV does not certify workshops or technicians, B.A.R does.... Here I leave you this note so that you understand why it is important to clean the brake fluid.
  Brake Fluid Inspection
  Inspect  the  fluid  in  the  master cylinder reservoir for moisture, dirt
  or  contamination.  Fluid  that  is mostly  clear  is  in  good  condition. Fluid  that  appears  cloudy  contains a  large  amount  of  moisture.  Dirty fluid will be dark in color. If brake fluid is contaminated by petroleum  or  mineral  based  flu-ids,  the  rubber  components  in  the hydraulic  system  will  swell  causing  brake  drag  or  brake  failure.
  Contaminated  brake  fluid  must be  drained  and  flushed  from  the system.  All  rubber  components must  then  be  replaced  and  the system  filled  and  bled  using  fresh brake fluid.
  The  most  accurate  way  to  determine  brake  fluid  condition is  to  take  a  sample  from  the  ve-hicles  disc  brake  caliper,  because the  heat  generated  while stopping breaks  down  the  corrosion  inhibitors  in  the  brake  fluid.  The  brake
  fluid  slowly  corrodes  the  copper in  the  inner  lining  of  steel  brake
  tubing,  resulting  in  copper  ions in  the  fluid.  The  copper  ions,  inturn,  corrode  ferrous  metal  parts.
  Therefore, test strips that show the copper  content  in  the  fluid  can  be
  used  to  indicate  fluid  condition and  help  determine  whether  the
  fluid should be changed
  The wheel studs on the rear tires were damaged which would cause them to break, causing the tire to slip out of place and you or someone else could be hurt. Brake certification does not depend on whether the driver is male or female, it only depends on whether the vehicle meets the standards established by BAR. Remember that you told me that you worked for the government and that you would find a way to get your money back, and that is called abuse of power.
  
  

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21223065
  
  I am rejecting this response because: At the end of the day your policy stated I had 5 days to rectify the issue and bring the car back for inspection. There was no mention of a limit of retests.

  The car was inspecting by two professionals. The first a very trusted *************** that runs an ethical business and the second a true professional that was able to confirm there were no issues with the car and was able to provide the brake certification.

  Unethical businesses like you need to be held accountable. As I mentioned before, there is no way to ensure the strips youre using to test the brake fluid liquid were not tampered with. Testing strips have expirations dates and if not stored correctly the strips are not accurate. It is so obvious that your business was just trying to take advantage of two women by upcharging them for services they did not need. 

  
  Sincerely,
  
  ***********************