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:04/26/2024

  Type:Product 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.

  On 1/4/24, I took a vehicle that needed repair/diagnosis to Electric Laboratories on ****************************** in ******. I contacted ********* the Service Tech. and requested that the vehicle be diagnosed for an electrical drain that was quite pronounced as the vehicles battery would consistently drain overnight. I paid the almost $400 fee as I already took the vehicle to my regular mechanic who didnt have the updated computer equipment to diagnose the drain, he suggested that I take the vehicle to Electric Labs as they advertise that they are the best and guarantee a diagnosis.Upon dropping off the vehicle, I received a receipt for the payment and a report stating that they would diagnose the electrical drain, this is the only paperwork I received from Electric Laboratories.On 3/5/24, I ended my relationship with Electric Laboratories, almost a full two months later, still with no diagnosis to the problem. I requested a refund for the diagnosis as they made none and was declined by *******, the manager, below is a synopsis of my interactions with Electric Laboratories, (I do not have exact dates as I was provided no paperwork besides the initial meeting with *********).*In the first week or two, I was told that the vehicle drained while on their lot twice.*In the third or fourth week, I was told twice to come pick up the vehicle as it was running, charging and had no drain, both times the vehicle drained overnight, I charged the battery both times and returned the vehicle.*In the weeks following, I was told that the vehicle had a diagnosis of intermittent charging. I took the vehicle home. On the way home, the vehicle died as I turned onto my street, (luckily, I live nearby) and I almost didnt make it home. I charged the battery fully, (new battery).In the week or two following this I found that the main electrical wire to the alternator was disconnected, the wire was wrapped in a rag. I immediately responded to Electric Laboratories where I reported the disconnected wire to *******, he questioned me about working on the vehicle myself, I assured him I had not touched the vehicle as I had paid $400 for him to diagnose.******* had a worker respond to my house who took the vehicle back to their shop for more diagnosis as the intermittent charging diagnosis claim was baseless.*Shortly thereafter, I was contacted by ********* who again explained that the diagnosis was intermittent charging and told me the vehicle was ready for pickup, I informed him that I would respond to pick up the vehicle but wished for someone to show me the diagnosis on their equipment as the vehicle ran, ********* assured me that this could be done.A short time later, I arrived, and test drove the vehicle as the wire was now attached to the alternator, the car drove fine. Upon arrival at the shop, I was met by ******* who informed me that he could not show me the diagnosis as the problem was intermittent, I assured him that I had time and patience and would wait, ******* told me that could not happen. I told ******* that I was suspicious and skeptical of the diagnosis and was not satisfied with his shops work. He told me that he could place the vehicle on an overnight diagnostic machine which could give an accurate diagnosis of the drain. I immediately inquired as to why this hadnt yet been done in the last month or so that they had possession of the vehicle, ******* had no answer but agreed to take the vehicle back for the test which he explained would occur that night.*The next morning I called the shop and talked to *********, he told me that there was a new diagnosis, he continued and told me there were several error codes and that they felt that the battery was bad, I thought this odd as the battery was only a few months old an had not been mentioned until now.*Later that morning, I responded to the shop and inquired as to who ******** supervisor was, he informed me that ***** the owner was his supervisor.At 130 pm, I responded back to the shop and met personally with ***** alone in her office where she recorded the conversation with my consent.I explained to her the failed efforts of her shop and my suspicions that her employees were untruthful, she assured me that she would fully investigate my allegations and call me back.Later that day, she called me and told me that the new diagnosis was in fact a bad battery, I agreed to purchase a new battery from her for $170, but requested that she keep my old battery as it was new and I was skeptical of the new diagnosis, she agreed and, in the days, following I picked up the vehicle.In the days following, I attempted to start the vehicle and again found the battery dead, I called ******* and informed him, later that day I removed the battery and took it to the shop. ******* couldnt locate my old battery and agreed to refund me the $170, a few days later, he called and informed me that he had completed the refund, I requested a refund of the $400 diagnostic fee and explained that I knew he needed to talk with *****, and I would call back in a few days.I called him back a week or so later where he informed me that he had in fact talked to ***** and she decided to decline the refund. I accepted this and informed ******* that I would first pursue a complaint with the ****** of ********** Repairs, then if unsuccessful other remedies.Im very disappointed with the staffs performance at Electric Laboratories: -they advertise that they guarantee a diagnosis and theyre the best in town. -They failed to diagnose my vehicles problem, -in my opinion were untruthful, -sent me home with the alternator wire not attached, -accused me of breaking it, -lost my battery, -and didnt provide detailed paperwork during our many interactions.

• Initial Complaint

  Date:09/18/2023

  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.

  On Monday September 11, 2023 I brought my 2010 **** Escape Hybrid to Electric Laboratories at *********************************** In ****** **. The brake warning light was on an I had the code read as P1A1B-00. I gave this code to the service advisor, *********. ********* told me he would diagnose the problem for $397.00 and would call me in two days. On Wednesday afternoon, at 2:00pm, I had not been called by ********* so I called him. He said they had worked on the brake module and the brake warning light turned off and there were go no codes but they didn't know the cause of the problem and they were going to test drive the car and see if the problem replicated itself. He said he would call me back that afternoon or the next morning. By Thursday at 3:15 I had not heard from ********* so I called him. He repeated the same issues and said they still have not figured out the problem. He said they would drive it again and see if the problem duplicated itself. We discussed picking up the car and driving it until the problem reoccurred. I asked him to call be back before noon so I could arrange another driver to pick up the car. Friday at 1:30 I hadn't heard from ********* so I called him. I was told he would call me back; instead I asked to talk to a supervisor and spoke to *******. ******* repeated the problem and I told him I was very disappointed at his company's service and told him I would pick up my car. He said I owed $395.00. I told him I didn't think I owed that because they had never diagnosed the problem or sent me a report. I don't believe I should be charged a fee when the shop did not fulfill their obligation to diagnose and report on my car until after I informed them of my intent to file a complaint with the **** I also don't believe they performed the work on my car diagnose it properly since it only took a less than two mile drive to duplicate the brake warning light.

  Business Response

  Date: 09/28/2023

  This is in response to the recent complaint filed by ****************   *************** brought his 2010 **** Escape Hybrid to Electric Lab, and his concern was that his brake light was on. Notes from our certified technician are attached which the customer received upon picking up his vehicle. The vehicle was driven 42 miles while at Electric Lab, at which point the issue could not be duplicated or verified, per the technician's notes.  ********** our service advisor, did promise to return ******************* phone calls on more than one occasion but failed to follow through.  ********* is aware of this, and we have since spent time training in this area to prevent this from occurring moving forward.  
  We would like to offer a sincere apology for our untimely or lack there of communication as well as the opportunity to bring his vehicle back to EL for us to do further testing, per the technician advised, at no additional cost to him.  Please have *************** give me a call at his convenience so we can schedule a time that works best for him.
  Thank you,
  ***********************
  Co-Owner Electric Laboratories
  ************ (c)

  Customer Answer

  Date: 09/29/2023

   I am rejecting this response because:
  I have already had the vehicle repaired at another shop.  I took the car into the new shop on Monday Sept. 25. at 3pm.  I gave that shop the same code and symtyms I gave EL.  I received a call the next morning with the problem diagnosed and an estimate to repair.  I picked up my car on Wednesday afternoon with the problem fixed at a cost of $267.00.

  I expect to pay for what I got from EL.  That was NOTHING. 

  
  

• Initial Complaint

  Date:12/06/2022

  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.

  My car is a 2007 Nissan Quest S (Van) Mileage 117760 miles, I am the original owner. I am 86 years old Disabled Veteran. I am the full-time caregiver of my wife who has Parkinsons. We have been married 65 years and live on our Social Security and a small compensation from the VA. We lease a duplex in Northeast Fresno. We have dealt with Electric Lab on a few occasions before this incident, without problems.
  
  10/24/2022 Invoice #0048996 Service request; Back-up warning sensor does not work, tail gate indicator does not work and tailgate automatic lift does not work. Side door switch and tailgate switch inside drivers' compartment, do not work. Service Agent **** Salas, (new kid) quoted $310. Electrical Diagnostic. He called me on 10/25 for authorization for additional $520 and again on 10/28 for additional amount bringing the estimate to $ 1666.38. 11/11 **** phoned, having problems getting parts. He called again on 11/17 still having problems. Estimate up to $2,190.93
  12/1/22 **** advised that the replacement switch for the tailgate lift did not correct the problem. They think the problem is in the wiring harness and want an additional $1000. to diagnose. I said "NO". I will pick up the car. The final bill was $1,885.04 which I paid for on a new credit card I had to get from my Credit Union just to pay this bill. My Son and daughters advised me to protest this transaction because I had been taken advantage of. I may have to sell the car to pay off the credit card. Any assistance you can provide will be appreciated.
  
  1. The back warning system was repaired and works as it should.
  2. The side door works from the drivers' compartment and from the
  button near the door, as it should.
  3. The rear liftgate lift system does not operate. (Just as they said, they could
  not fix it.) They said the lift gate would now stay in the up position, and it
  does not.
  4. I feel that I am responsible for the original diagnostic $310.00 and the
  replacement of the sonar warning system parking buzzer $334.43. I may
  be responsible for the access to the control unit if this is the overhead
  switch in the driver compartment $210.00. That totals $854.43. They are
  way overboard on their "Diagnostics". Thank you for your assistance in
  matter,

  Business Response

  Date: 12/09/2022

  To the BBB,

  This is ***** ******, one of the owners here at Electric Lab.  I am sorry to hear that ********* ****** did not have a good experience with us.  Today I reached out to **** and spoke with his wife (i believe).  She took my number down and said he would return my call as soon as possible.  During the call I intend to offer **** the chance to have our technician spend some time diagnosing the rear latch issue,  at no charge to the customer.  I hope this will be satisfactory to **** and regain his trust in us.

  Thank you,

  ***** ******

  Customer Answer

  Date: 12/14/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 185****8,.

  
  

  My wife and I spoke by phone with the owners.  They apologized for the inconvenience and proposed a gracious resolution that we have accepted.

   

  Thank you for your assistance in this matter.  

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