Complaints

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• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair 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.

  I paid for a service to have my car diagnosed and two power outlets repaired for $397. They both came with a "12 month" warranty. Two days later, one started smoking and I pulled out the battery charger that was charging there.I brought the car back less than 4 days from the initial repair and am being told it's "not under warranty" as I'm putting in something pulling too much power. I attempted to explain to the ** and the service advisor that I was putting in 9v power pack for charging cell phones and low battery operation, and perhaps that the part was installed incorrectly. Essentially, they are not honoring a warranty that was promised prior to purchasing the product. They are unwilling to budge and requested I pay another.

  Business Response

  Date: 09/29/2022

  From: ********************* <**************************************************************************> On Behalf Of ********************************
  Sent: Friday, September 23, 2022 1:39 PM
  To: *********************** <******************************************>
  Subject: Case 17778994

   

  Good Afternoon *****************************,

  This customer brought their vehicle to us with two 12-Volt outlets melted.  Very unusual as these devices rarely, if ever, fail.    We replaced one of their outlets per their request (RO attached) .   It appears the customer again, plugged something into the new socket that created enough heat to melt it.  The fuse did not blow and the wiring was intact as it was the first time.   If a device pulled too many amps the fuse would blow before the socket would melt.  It appears from the customers complaint that the faulty device was plugged into the socket when it melted for the second time.   There is no way to install the socket incorrectly it is connected by a simple click connector.  If the wiring or the connector was defective the short would cause the fuse to blow and/or the wiring to melt.    When we informed the customer of these facts his response was I have used that device in my other car.   It is possible the other vehicle has a more robust outlet, it is possible they didnt leave it in as long it is possible the customer plugged a cigarette lighter into the socket we provided as that would melt the socket without blowing the fuse.    

   

  We simply do not feel, after examining the socket that the fault was with the part, and therefor we do not feel responsible to warranty this part.   The fact that this customer has now had three ******* sockets fail on them is extremely suspect.

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 17778994
  
  I am rejecting this response because:

  I have since had a new outlet installed and it works fine.  The business is blaming the customer for a faulty part.  I'm not saying the installation was incorrect as they are correct, it's a "click" install... this makes me wonder why they want $200 to install a part, but then cited the ****** manual for this as well... they seem to only be able to cite others, and not take responsibility. If they read the complaint, it was not able installation, it was was they would not honor the """"warranty""" for the clearly defective part in less than 1 week.  

  The item in question I am using is a portable charger that charges cell phones and USB.  9 volts.  It works fine in many other cars, and has given me no problems.  

  
  
  Sincerely,
  
  *******************