Complaints

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• Initial Complaint

  Date:04/11/2024

  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.

  Hello  my daughter never took her jeep to Auto Zone she took it the jeep dealership. They told her what she needed to fix her jeep  Then she took her jeep to Atlanta Car Care where they confirmed she needed the Oil pump replaced. But instead of replacing the oil pump Atlanta Car Care only replaced the housing which wasnt the concern. And on top of that Atlanta Car Care used aftermarket parts which did not fit concern. The oil pump should have been replaced the first time along with the housing but that was not the case. So thats why I took the car to someone to replace it the correct way. The photo from Atlanta Car shows where they should have replaced the oil pump but they didnt . The jeep dealership followed the diagnostic and repaired my daughter jeep. 

  

  Business Response

  Date: 04/21/2024

  Customer's Daughter came to ****************** on 2/2 with the follwoing vehicle complaint:

  "Check Engine Light has been on and off for months. A scan at Autozone said something about intake manifold gasket and her coolant was low and her radiator fan was running constantly. Her free scan at Autozone said her Thermostat is stuck on"

  Atlanta Car Care ran our diagnostic testing process and observed the following:

  Engine Codes P06DE ********** Pressure issues and Code P0128 Thermostat malfunction. Low coolant level and a significant oil leak at the Oil Filter Housing which is very common in these vehicles and can be the cause of the oil pressure issue.

  After discussion with the customer (******) they decided to proceed with the work and we replaced the *********** ******* Filter Cooler Housing and oil pressure sensor. Upon completion the check engine light went off and the vehicle was cooling normally.

  The customer paid the invoice of $1051.78 after we offered a 10% military discount and retrieved their car on 2/5/24.

  On 2/7/24 the vehicle came back to Atlanta Car Care after hours. Per the customer (******) the vehicle shut off while she was on the highway and she had it towed in. Atlanta car care inspected the vehicle and noticed fuel lines had come disconnected. We repaired the issue even though there was nothing obvious that we did anything that would have caused the issue. We fixed the jeep at no cost and also reimbursed ****** for the cost of the towing service ($275).

  On 2/9/24 customer returned to ****************** complaining that her Check Engine Light was on again and her radiator fan was running constantly. Upon our inspection, the Engine Code P06DE Oil Pressure had returned. We tested the oil pressure switch and the dual stage oil pump via the diagnostic tools and did not find  any evidence that they were malfunctioning. Our technicians believed it was possible that the oil pressure code could be caused by using the incorrect oil in the engine. We suggested to the customer that we should try to use a lighter weight oil, clear the code and see if it comes back and if so, we would have to change the dual stage oil pump. We provided this service and changed the oil at no cost to the customer. Testing revealed nothing related to the complaint of the cooling fan running constantly and we were not able to reproduce that condition. Customer picked up the vehicle same day.

  Finally on 2/16 the vehicle returned to the shop with the same engine light on and same engine code P06DE. After previous actions taken (new oil filter housing, pressure sensor and correct weight engine oil) it was decided that the dual stage oil pump was the ultimate cause of the problem and we recommended replacing that to solve the issue. The customers father then got involved and was displeased that there would be additional costs to replace the oil pump when he felt that the money that was spent on the repairs already should have fixed the problem.

  I explained to ************************ that we did not perform any repairs that were unnecessary and through process of elimination we ended up having to replace the dual stage oil pump. I also pointed out that we had not charged for our services in the two previous visits while we worked with ****** to solve the problem. *********************** requested invoices and other information from me which I provided. I told him that we would be happy to continue working on the vehicle and would be open to any ideas he had about a fair resolution but we would not agree to do any further work at no charge. *********************** never responded.

  On 4/11 *********************************** called Atlanta Car Care asking about our warranty on parts and service. I shared that we have 12mo/12k mile warranty on our work. I asked her about her vehicle and she said that they had since taken the vehicle to a jeep dealership for repairs and were told that one of the parts we used in our repair ******** filter housing) was faulty and she wanted to be reimbursed for the part. I explained that we are happy to provide a warranty as long as we are providing the repair. If we do not have any chain of custody of the part and were not provided any notice nor opportunity to perform the repair. We would not be able to provide any refund.

  In summary, we worked in good faith with the customer to solve their problems and only charged them a fraction of the work performed on their vehicle. Every dollar that was spent by the customer was for a necessary repair. They gave us no opportunity to resolve the latest issue and therefore are not entitled to any refund.

  Please advise of any questions.

  

  Business Response

  Date: 04/29/2024

  When the vehicle was brought in it had 2 codes for Thermostat and Oil Pressure. We found a leak at the oil filter housing and replaced it along with the thermostat. We did test the oil pump and it was functioning properly at the time which is why we did not replace the oil pump initially. The work we did was needed and the vehicle operated normally after. We do not immediately replace parts based on a code. We diagnose the system related to the code and recommend the most appropriate repair. in this case our diagnostic determined that the leaking oil filter housing and oil pressure sensor (and thermostat) required replacement as the oil pump was operating when tested.