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:03/21/2023

  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.

  Date of transaction: 03/17/2023
  
  I reached out to this automotive shop to do a full inspection of my vehicle. I had recently purchased this vehicle and wanted to ensure everything was in good condition to be safe. After the inspection, this shop gave me a laundry list of services required for the vehicle (oil change, power steering fluid flush, hand brake adjustment, rear differential service & a crushed rear brake line). I allowed the shop to perform various service items because I trusted them. I did refuse the rear brake line service which I am so glad I did. They quoted me nearly $800 to fix the rear brake line, stating the part was no longer made by ******. This is not true and I've now had it repaired for less than $100. Aside from all of this, when I picked up the car that was running perfectly when I dropped it off, the check engine light was on and the car wouldn't stay started. They took the vehicle back to see what the issue was. After a few hours, they stated this was purely coincidental and they had nothing to do with the issue. They also told me they would need 3 more hours just to diagnose the issue which would cost me $220 an hour!! They tried charging me go fix something they caused. The car was running great when I brought it there. I also spoke with the dealership where I got the car that confirmed they had already performed the oil change and everything else this auto shop did and charged me for. I was completely taken advantage of and charged a ridiculous amount of money for unnecessary services. On top of that, now I have a car that I have to have fixed because they did not repair what they did. I am shocked and amazed this business is operating this way. I am considering taking legal action and feel I should be refunded for services performed.

  

  Business Response

  Date: 04/10/2023

  It
  is always our goal to meet or exceed the standards of all of our customers, so
  I am very sorry we couldn't meet yours.

  When you brought the vehicle to Engle Automotive, one of the first
  things we mentioned was that your vehicle had either been in a flood, or was
  submerged underwater for a seemingly significant amount of time visibly
  indicated by the very fine sand under the floor trim, carpeting and various
  under dash locations. We also noted severe discoloration of the exterior engine
  components, and other various under hood components. This fact alone can cause
  intermittent electrical issues which appears to have caused the Check Engine
  Light to illuminate again on your vehicle.
  

  We also spoke with you specifically about the plethora of
  haphazardly installed aftermarket wiring, most of which was done in an improper
  matter and will likely lead to additional electrical problems as time goes by.
  When you called and scheduled to bring your vehicle to Engle
  Automotive for an inspection/checkup, we performed the inspection/checkup in a
  professional manor just as we detailed to you in person and by phone. Our
  technician listed the issues we found with the vehicle and (including digital
  pictures) and wrote up estimates for everything we found that had a safely or
  reliability concern.
  

  All of the necessary and recommended services we preformed on your
  vehicle were presented to you by phone and you authorized everything that was
  performed. Incidentally, we showed you the pictures of the fluids of which we
  recommended to you helping to establish that they were in fact in need of a
  fluid exchange. You, as any customer, had the option on whether or not to perform
  these services and/or to ask any additional questions to gain needed
  understanding for any service we provided.
  

  The ONE thing that we can agree with was the availability and cost
  of the rear axle brake line.  When we spoke about this, we had estimated
  approximately $200 in labor to have a custom brake line made because we were
  unable to source one from our aftermarket vendors and we were told by the ******
  dealership that the part was discontinued. It was
  unfortunate to say the least that the "parts professional" at the
  local ****** dealership was incorrect regarding the availability of the brake
  line, but there again, they are human and make mistakes too. The information we
  relayed back to you was NOT an attempt in dishonestly in ANY manor, we relayed
  to you what we were told, simple as that.
  

  We were never given an opportunity to actually check the price of
  the custom line due or to continue looking for another source for the brake
  line because you declined the job stating that you wanted to take it back to
  the dealer in which you bought it from because they claimed they had preformed
  many services that were not done to the vehicle, including but not limited, to
  checking for safety concerns (and a crushed brake line would certainly fall
  under a safety concern). After reading this review, we contacted a different
  ****** dealer in Northern CO and regrettably so, got a different answer. This
  dealership was able to furnish a part number and price for us unlike the first
  one. After using the part number, we did find the correct brake line, and the
  price of $17 is accurate. With this being said, we can’t express enough how
  frustrating and disappointing this is, but none of our communications to you
  were fabricated. 
  

  After all the approved services were completed, our technician
  performed a 6+ mile road test, reinspected all of his work and had the Shop
  Foreman finalize the repair with a complete Quality Control Inspection.
  It
  is absolutely worth while noting that the Check Engine Light was not
  illuminated and the vehicle engine performance was normal when it was parked.
  When you arrived for the vehicle, an issue did in fact come to light that was
  not present beforehand. No professional could answer the question of why did
  the problem arise in the parking lot when you were trying to leave, but NEITHER
  of our technicians would have considered the vehicle “ready for pickup” with
  such a significant and obvious problem present. Immediately after you found
  the CEL & rough running condition present in our parking lot, we pulled it
  in and began to diagnose the cause of failure.

  We always look back at the work
  performed as a plausible cause for any such situation. After spending over 2
  hours diagnostic time (non of which you were billed for), our ASE Master
  Technician found the Mass Air Flow sensor had a current failure code. Scan data
  indicated the MAF sensor was not producing a signal. The technician removed
  inspected and reinstalled the MAF sensor and wiring connector to the MAF.
  Additional testing indicated there was NO power or ground at the sensor. Repair
  data for the circuit identified the fuse powering the MAF and Heated Oxygen
  Sensor has failed. The fuse was replaced as required and the technician found
  power to the MAF was corrected however the signal from the MAF sensor was still
  NOT present  which positively indicated
  there is some sort of wiring/circuit failure that would need to be diagnosed at
  your expense. As a result of final testing and inspections performed by the
  Master Technician, it was determined that none of the “mechanical maintenance
  services” we provided could NOT have caused the electrical issues presented.

  After
  the determination was made, we contacted you and said that we would need
  additional paid time to diagnose the cause of the failure(s) and that we had
  100% determined that we did not cause any issue. Engle Automotive would NEVER
  bill for unnecessary services and we ALWAYS stand behind our work, which is why
  we spent in excess of two hours to verify that we had not somehow caused the
  problem. It is worth noting, however, that we cannot operate and/or diagnose
  problems for free. We bill for all of our services performed, including diagnostic
  testing. We also did not, and would not quote anyone a "loose"
  $1000.00 fee to "only" diagnose the problem. We bill for
  testing/diagnostic time and repairs. A “repair quote” can only be performed
  after the problem(s) have been identified.
  

  We're truly sorry that you feel like you have been mistreated and
  misinformed. It was never our intention to misinform you on the price of the
  brake line or any other services rendered to you or any of our other customers.

  Customer Answer

  Date: 04/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because I do believe the shop was dishonest. I have proof that the majority of the work performed by Engle automotive was already done by the dealership right before I brought it to them. I believe I was charged for unnecessay service and was lied to. 
  
  
  
  Regards,
  
  
  
  ***** *****

  

  Business Response

  Date: 04/12/2023

  *****,

  I am sorry to hear your response, but the work we performed was all authorized by you BEFORE any services were preformed. If the vehicle had been serviced prior to our work, why would you then ask to have the services completed by Engle Automotive. When we do not have prior service records, the only thing we can go by is the visual appearance of the fluids & mechanical components. What we saw, and shared with you, indicated services were needed. To your defense however, if we use the rear differential fluid as an example, draining out severely overdue fluid and then refilling it, the remaining severely contaminated fluid would make the replacement fluid appear to be darker than it would otherwise if it been serviced within the factory recommended schedule. Therefore, it is at least possible, that was the case on your vehicle. It is ALSO possible that the claimed services provided were NOT completed by the dealer as you claim they were. 

  For your reference, I just resent you the inspection including pictures.  I am also attaching the link here for you; *********************************************************************************

  You will see that the rear differential fluid was nearly black instead of honey colored as it would have been with new fluid. 

  I don't mind answering questions for anyone, even when the conversations are difficult, however your claims of Engle Automotive being a dishonest shop is not only UNTRUE, but with this BBB submission and your Google Review, to say the least, is slanderous. I do not take business slander or defamation of character lightly. Should you continue to do so, I will seek legal action.

  I hope you can find a shop you trust.

  Best Regards,

  Mark E****

  Customer Answer

  Date: 04/14/2023

  Complaint: ********
  
  I have received the inspection. The power steering fluid when compared to clean and dirty, looks clean. Something I should have caught before allowing you to charge me for the service. Same with the oil. There is no visible rust.

  The fact that your shop is claiming they didn't know about the real brake line price is extremely surprising. How long have you been in business and servicing cars? The car is a 2010, why would such a part be discontinued? It was a quick google search which is how I saw it was $17. This seems to be a bit suspicious, wouldn't you say? After that happening and then my car having the check engine light on and not running properly after your shop had it tells the story itself. I am not intimated by your threats. Please just be honest to all customers, it's your job. 

  Regards,
  
  ***** *****