Complaints

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• Initial Complaint

  Date:08/12/2022

  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.

  Bought my 2013 ******* ********* in to have it repaired due to knocking and stalling while driving on 8/11/2022 I was subsequently told it was a catalytic converter issue and that would solve the problem agreed to have work performed told job was complete went to pick up the car drove it 5ft car stalled same issue. Went to speak with manager was told that was what they fixed then notified by mechanic on site my vehicle hadn't been driven nor diagnosed they just fixed the catalytic converter not even knowing if that was the problem refused a refund and was told it needed to be replaced in order to find the real issue but only told this after payment was rendered after I returned

  Business Response

  Date: 08/12/2022

  The customer in question is continuing to work to asses the issues associated with his vehicle and the vehicle is receiving additional diagnostic review currently.

   

  When the vehicle was brought to the location, the vehicle would not start due to a battery / electrical issue. Upon getting the vehicle to start, technicians diagnosed (based in part on customer comments on initial intake) using computerized tools, that catalytic converter was malfunctioning and needed replacement. Technicians also sought approval to replace battery / repair electrical issues which caused power problems (but were declined). We had no reason to believe (based on customer comments to manager at intake) that any further diagnostic time (at a fee to customer) was needed and proceeded with the initial repair as approved. We note this is a 2013 vehicle with 142,000 miles and as such likely (as noted in inspection declines) that a number of additional services and maintenance are likely needed. Upon completion of the catalytic converter, due in part (but not acceptable) to the continued power issue (again declined fix by customer) vehicle was not test driven - and we will rectify internally on process.

  We agree that the vehicle needs further work and diagnosis to be done to find and repair the engine stalling problem which the customer notes. We are (at this time) continuing that analysis for FREE - and DO NOT accept the insinuation that the initial review was wrong, but is instead the initial step to repair of the vehicle. 

  Our hope is to continue to work with customer to a positive service on his vehicle and a long term customer -- we will continue to provide detailed review of his services.

  Customer Answer

  Date: 08/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Customer Answer

  Date: 08/12/2022

  As I wrote my cat was bought in for repair and as stated in the reply from the shop they hadn't driven the car cause because it had no power if the car had no power how did you diagnose the issue let alone complete necessary repairs and if the car wasn't driven how did you know if the repair was done correctly or if that was even the issue before you stated the job was complete and my car car was repaired ant take payment from me when the car still has the same problem I bought it to you to repair

  Business Response

  Date: 08/18/2022

  Sir,

  As we discussed - the vehicle had a brake light issue which drained power. We were able to use our battery pack to start vehicle and diagnose initial problems via computer diagnosis. This diagnosis showed a clogged catalytic converter. The initial repair was required to subsequently see any further faults which caused this issue. We have also (as you know) provided additional diagnostic services on your vehicle whereby analyzing the issues in the motor which led to the converter failure and verifying your warranty options with the OEM so you may completely replace the motor at no cost to you. We provided a significant amount of services in addition to the approved work so you may best proceed.