Complaints

This profile includes complaints for Zoom Automotive & Diesel Repair LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zoom Automotive & Diesel Repair LLC

  1952 W Union Ave # B1 Englewood, CO 80110

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  Zoom Automotive & Diesel Repair LLC

  3631 S Flanders ST Aurora, CO 80013

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:08/07/2024

  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.

  On Thursday July 25, 2024 I paid ZOOM Automotive to work on my 2005 ****** Legacy GT, they were to diagnose and fix oil leaks in my engine and replace some motor and transmission mounts. On Friday July 26th, 2024 they told me it was ready to pick up. when I arrived, I noticed smoke coming from under the air intake manifold. when asked, the mechanic told me it was steam and that they had just washed it (it was wet and clean under the hood), but it was idling rough. they noticed a hose that was disconnected from the air intake and when put back, it ran smoother. on my way home it popped back off so I immediately went back. they put a zip tie on it, cleared the check engine code, and said I should be good to go. after the car had been shut off and started again, I noticed blue smoke puff out of the tail pipes and it died at idle a couple times. we (my wife and I) decided we would take it back on Monday since they were closed over the weekend, and didn't drive it again until Sunday night to run errands. same quirky behavior from the car and the smoke from the exhaust started to increase. right when we decided to take it home, it had died and wouldn't start again. we waited for a tow for hours before finally having it towed back to ZOOM Automotive on Monday morning. when we arrived, the mechanic told me that the motor was blown and that I must've blew it up! I tried to tell him that it wasn't running right since I picked it up and that I don't remember hearing or feeling the engine blow up. he told me "it happens" but wouldn't really listen to my series of events. They have since refused to work on my car any further, and paid to have it towed to another location with a blown engine and my pockets $2500 light. I believe they blew the motor during a test drive after the work they did, and then did their best to cover it up and tell me it was good to drive so that they could say that it was my fault! I'm now without a car or the money it costs to have it fixed!

  Business Response

  Date: 08/09/2024

  Zoom Automotive is disappointed to have received this complaint as we believe the customer failed to include several components of key information and was unable to have resolved this via communication directly with our shop. This customer first came to our shop back on 3/11/24 with his vehicle that was unable to pass emissions due to several issues that remained after an engine replacement that had been performed by an at-home mechanic who had left the vehicle is complete disarray. Unfortunately, the person they had chosen to work on their vehicle had not been qualified to do so and had kept the car for four years and returned it with an incorrect engine installed in addition to a multitude of issues including several leaks, missing bolts and an incomplete engine calibration. We were requested to only address what was needed to pass emissions at that time by the customer as truly for our shop to have addressed all of the vehicle's issues, we would have needed to pull out that engine and the customer was not interested or able to afford such an endeavor. After preforming the repairs, the customer expressed deep gratitude as he was able to finally register his vehicle, and we parted ways on great terms. The customer returned again on 4/29/24 for the repair of an exhaust leak and an alignment that resulted in no complaints. When he returned to the shop on 7/25/24, the customer was concerned about an oil leak and excessive smoking coming from vehicle. We performed an inspection and found the transmission mount worn and missing bolts, the engine mounts were cracked, and the engine would move when load was applied. We recommended replacing the engine mounts and trans mount. We also found the A/C drive belt to be cracked and worn and found a large leak at the *** solenoid due to missing bolts that required the removal of the intake manifold to repair. Lastly, we found there was a missing turbo bypass gasket prior to service. After completing these repairs, the customer came to pick up their vehicle around 6pm on 7/26/24. Our mechanics reviewed the vehicle with the customer and observed the disconnected hose from the air intake and corrected the issue before the customer drove off. The customer returned 20 minutes later because a check engine code appeared as soon as the hose disconnected again, alerting the customer of an issue. We secured the hose again, this time using a zip-tie to be sure it would not disconnect again and cleared the code that had appeared. The customer was insistent that they needed their vehicle over the weekend and because at this time it was nearly 7pm on a Friday, both parties seemed satisfied with the state of the vehicle as they once again drove off with the hose now firmly secured. If the engine had been blown while at our shop as the customer claims, the check engine codes would not have cleared, and the car would not have been able to drive off as it did that evening. The customer then texted our mechanic at 4am on Monday morning to inform us that his vehicle broke down. After getting it towed to the shop, we found a hole in the engine that we documented via video (please reach out directly for the video file as it is not an accepted file type to attach here). The engine had clearly been blown and immediately died as a result. In our experience, it is very rough driving that would cause terminal failure such as this and is indicative of driving the vehicle at high speed. Furthermore, none of the repairs completed at our shop could lead to such failure. More likely, the incorrect engine that had been installed was not able to perform at the speed the customer was attempting to drive it. We firmly believe this engine failure is the responsibility of the customer and the at-home mechanic who installed the engine. We have at three occasions helped the customer address the multitude of issues the customer faced after trusting their car to this unqualified mechanic and are now being asked to take responsibility for something that was done before the vehicle ever came to our shop. However, we did accept the vehicle that Monday, 7/29/24, and again performed an inspection and provided the attached estimate to repair the vehicle. The customer immediately declined the estimate due to the cost of the repairs and his refusal of responsibility. He proceeded to call the shop and aggressively threaten our employees and further insist that the repairs should be covered under our warranty. After his wife verbally threatened to bring a firearm to our shop, we offered to tow the vehicle at our cost to remove the vehicle from our premises. He selected another mechanic, and we towed the vehicle there that same day. At this time, we reject the disputed amount and the basis of this complaint. Simply put, if the hole that our mechanics observed on 7/29/24 had existed on Friday, 7/26/24, the vehicle would not have been able to drive off from our shop. 

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22068333
  
  I am rejecting this response because:
  This person is LYING!! the messages attached will show it! NEVER the same story and it KEEPS CHANGING!!
  Sincerely,
  
  ***** ******

  Business Response

  Date: 08/21/2024

  We were unable to view any attachments that supported this customer's complaint and firmly stand by our original response. If the customer does not care to take responsibility for their vehicle's blown engine, Zoom Automotive is willing to pay our portion of the Alternative Dispute Resolution (ADR) fee to proceed with the Arbitration process. At first glance, the process seems like it will take time and money from both parties, but if that is what the customer feels is necessary, we are happy to review all of the provided details with our assigned arbitrator. 

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22068333
  
  I am rejecting this response because this business needs to make this right. I wouldn't go though all of this trouble if this was my doing. Zoom Automotive should show that they take responsibility themselves for their actions and work. I have credible witnesses that don't appreciate being slandered and we are prepared to take this wherever it needs to go to get resolved. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/05/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

  ****** ********
  Zoom Automotive & Diesel Repair LLC
  
  

  Customer Answer

  Date: 09/14/2024

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that arbitration is necessary.

  Sincerely,

  ***** ******