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:09/01/2023

  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.

  I took my car to be fixed and they out in part and said it had to be taken to ******** dealership to be reprogrammed. We paid bill and picked up car to drop off at ********. Upon leaving parking lot there was noises coming from under car. My wife was following me and while we drove a bit I noticed something dragging so I had her pull over. The undercarriage had fallen and was dragging. I called Brody at F & B Automotive and he said leave car and he would fix undercarriage and drive it to ********. They took it to ******** and ******** said wrong part was out in car and cannot be reprogrammed. ******** wants $480 from us and Brody at F & B Automotive isnt doing anything to help us anymore. ******** wants $2,800 to fix car and we paid ***** $2,680 already. Furthermore, ******** says car is stuck in park. The car was driven over by ***** so were not sure what happened because ******** wont talk to us about it because we didnt take car in and they only will talk to mechanic who brought it in. ******** said our car was brought to them twice and we did t know why twice, but they said thats all they can say. I asked for paperwork and they wont show us and keep saying they have to deal with mechanic. ***** had offered 500 back and that is all. Our credit card was charged and he had our money and we cant get car from ******** because its stuck in Park and they want $480 to just pick up and well have to tow it. The car was driven into ******** why do we know have a car that has to be towed and why isnt Brody with ***** helping us out with the car. He out the wrong part in not anyone else so he needs to fix this! He wont answer calls and has made no attempt to rectify this.

  Business Response

  Date: 09/25/2023

  Regarding Case ID # ********: ***********************
  **************** and I had a phone conversation during which he stated that his **** ********
  diesel would not start when it gets warm. **************** stated that he already had other
  Automotive Techs look at his ********* but they could not figure out what was wrong. He
  brought it to my shop (F&B Automotive). I connected my diagnostic scanner to check for DTC
  codes. No DTC codes were present, however the charging light was illuminated. At this time
  **************** agreed to leave the vehicle with us to further diagnose and advise.
  We performed an Alternator test in which the alternator output was not charging correctly . We
  suggested replacing the alternator. **************** gave us a verbal authorization to replace the
  alternator and he agreed that would be a good place to start . While replacing the alternator
  we found the water pump to be leaking. I contacted **************** again and notified him of the
  leak. He asked if it would be cheaper to replace it at this time or another date, I advised him it
  would benefit him to replace the leaking pump now. **************** gave a verbal consent to
  replace the water pump. We replaced both the Alternator and water pump along with a new
  radiator hose. After installation, the charging lights were no longer illuminated. We test drove
  the vehicle for 3 days to see if it would act up again. On the 3rd day the vehicle failed to start.
  The starter, power and grounds tested positively, however the car still would not start. At this
  point, we had spent more hours than we were billing for. Finally, I held the key In the start
  position and had another technician tap on the ***** module and the vehicle finally started.
  Inside the ***** module are several relays for power distribution that are not serviceable. This
  module was deemed to be faulty and the entire unit needed to be replace. I contacted Mr.
  ****** and I explained the results of the diagnostics and informed him that a used Module
  was available or he could choose for us to install the ***** module from the ********
  dealership. **************** chose to pursue the option from the dealership due to the price
  difference of only $100.
  I informed **************** that we did not have the software necessary to program or flash the
  ***** module and only the dealership has the capability to program it. **************** agreed to
  take the car to the dealership to have the module installed and programmed. ****************
  picked up his vehicle and paid for the services F&B did which includes the diagnostics,
  alternator, water pump radiator hose and labor.
  I received a call from **************** and informed me that the splash guard (the undercarriage
  that ************** referred to in his complaint) was loose and hanging down and slightly dragging.
  I suggested leaving the car where it was and I would go there and fix it on the spot, I also
  offered to drop the vehicle off at the dealership to help him out. The ******** ********** said
  they would install and reprogram the module. After 2 days, the dealership contacted me and
  stated that the module was installed and flashed, however the vehicle would not come out of
  park. I told the dealership that we never had the issue they were describing. Our issue was the
  vehicle was not starting when hot. The ******** dealership repeatedly responded, We did
  what you wanted I was dismayed with their response. The next day I picked up the car for Mr.
  ******. Now after the dealership flashed the module, it wouldnt move out of park and now it
  also wouldnt shift gears correctly. I had the vehicle towed back to F&B at my own expense.
  I reinspected immediately once it was at my shop. I connected my snap on scanner to DLC
  and found Multiple new codes in the system that was not there before. The ********** may
  have installed a defective module (my professional opinion). I had no codes and the vehicle
  drove fine in the beginning before going to the ******** **********.
  I called ******** on behalf of **************** and again explained the situation of drivability and
  their response, same as before We did what you asked and installed the ***** module and
  programmed it. I informed ******** that their part may be defective and that there are now
  more issues than before, such as shifting and being in limp mode.
  The ******** dealership asked me where the part came from and I replied from your
  dealership. During that conversation I found out that the module was rebuilt by ********
  and wasnt a brand new but remanufactured. I asked the ******** dealership to try another
  module which at times will solve the issue, since it was remanufactured, ******** would not
  allow it. I was beside myself with their response but my hands were tied. I called ********
  back again and asked to speak with the Service Manager. I explained the whole situation to
  him and he agreed to look at it again. I had it towed back over at my expense so they can
  reinspect further.
  A few days went by and I havent heard from the dealership. That seems to be typical since
  they are hard to reach via phone and more difficult to get a return call from them in a timely
  manner. Their Service manager finally called and wanted me to explain to his technician what
  was going on and help guide him through the starting process, which I couldnt understand
  why I was coaching him on how and what to do. I contacted **************** and explain what was
  going on and the customer was upset and lost on what to do now. I suggested that he might
  contact the dealership to complain until he received some answers to this situation. My
  suggestion was to have him, including myself to contact the ******** dealership and to point
  out that since they flashed it, the issue got worse and then maybe the dealership might make
  another attempt or do something different. When I suggested this, **************** stated that he
  doesnt like Confrontation. At this point I told **************** that I had done my part to help him
  and I was stepping away from the situation. The dealership wasnt helping at all. I did offer Mr.
  ****** $600 reimbursement for the ***** module since the other work I did were separate
  issues in which he did approve, then he would be right back where he started with that issue.
  **************** paid a total of $2679.00 which $1704.00 were for the Alternator, Water Pump and
  labor, which he gave F&B prior authorization to continue. The remaining balance were for 3
  hours of diagnostics for the initial problems and the ***** Module. I spent 2 weeks checking
  out this vehicle and its electrical issues. I also spent $300 on tow fees. I have made several
  attempts and keep **************** in the loop the entire time, an addition my multiple outreaches
  to ******** ********** about their rebuilt module that was faulty. We only had one issue in
  the beginning when this started and the vehicle ran and drove but was hard starting when it
  was warm. I have called ******** several times in hopes of settling this issue for the
  customers best interest, but as mentioned above, they do not return calls timely. I have tried
  my best to explain the situation to *****************
  **************** and I discussed the fact that the vehicle was running until the dealership touched it
  and I have gone above and beyond to help *****************
  In conclusion my professional opinion as a Business Owner/Technician:
  1. I have made more that a reasonable amount of phone calls to the dealership and informing
  the customer every step of the way with status updates and options.
  2. I have performed my diagnostics and traced the issue back to faulty ***** module that
  was purchased from my local dealership and was programmed by the local ********
  ********** and that the responsibility should be the ******** **********
  Thank you
  ***************************
  F&B Automotive