Complaints

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• 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.

  took my car a 2014 ****** Highlander, in for service regarding a check engine light and a trac off light. It was also changing gears with a jerk. was told by shook tire they could repair this. after checking the codes they called us back to let us know the problem was with a knock sensor and transmission service which was a flush and new fluid. for a total of approximately $1400.00. we told them to do the service. 2 days later they called to say the car was ready to pick up but the check engine light was still on and I would have to take it to a ****** dealership to get it off, and the gears still changed a bit rough but with the new fluid it would work itself out. when i picked up the car the check engine light and the trac off light was still on. when I said something to them about this the lady at the desk said well what do you want me to do and i told her to fix it. they said the car was safe to drive and she took off all the labor charges due to the lights still remaining on. Once I drove the car the gears were changing even worse. we called another mechanic repair shop 2 days later without driving it anywhere else, and took the car to them. The mechanic told us we should not have driven the car because the transmission was coming out. It took this mechanic over a week to fix the problems that shook tire claimed to have done. the knock sensor had the harness wires chewed throught by chipmunks which should have been seen when shook tire replaced them. both the mechanic and myself contacted shook tire they would not speak to the mechanic and told us they would not return the money for the marked up parts they used, even though they were not needed. and the new mechanic had to replace the transmission fluid as it was black from burning even though shook claimed to have done this also. the lady at shook tire told me she didn;t care if we contacted BBB or filed a small claims against them because they had lawyers too, and the hung up on me

  Business Response

  Date: 04/19/2023

  The ********* called to make an appointment at our shop and was given an appointment date of February 22, 2023. They brought their vehicle in and their complaint was check engine light on and traction off light is on. They also stated feels like the whole rear end is coming out. So we diagnosed the vehicle and with our computer pulled the codes which is PU328 which is a knock sensor (Bank 1) and also PO383 which is also a knock sensor (Bank 2) Code U0101 Lost Communication with TCM, U0100 - Lost Communication with BCM or ECM "A" and U0151 - Lost Communication with restraint control module. We also test drove the vehicle in the parking lot and could tell there was a problem with the transmission not shifting like it should or as smooth. 

  At this point we called the customer to say the best place to start is with the knock sensors and maybe a transmission change would help the transmission. We quoted them to do this work at at $1,409.77 which is 7.4 hours labor at **** per hour for the knock sensors and 1.4 hour labor for the transmission change which ****** and with parts the total would have been $1,409.77. We also explained to them this is just a start and may not repair the problem completely. They said go ahead perform the work. We did and it did not turn the lights off nor did it help the transmission very much. We called them and told them this prior to them picking up their vehicle. 

  When they came to pick up their vehicle ******************* went to her vehicle and checked to make sure the lights were still on and she and ****************** came into the shop and she was very upset. We talked with them both and she became louder and louder and finally told ****************** he would have to handle this because she said "I am going to explode, I have to get out of here". At this point I had been listening to this and ****** who was very nice to her did not say anything. I spoke up and talked with ****************** and asked him what he thought would be a fair and honest to them. He said well she is not happy and I do not know at this point. She is not going to be happy until her vehicle is repaired. I proceeded to tell him that more than likely they would need a transmission. I also told them I did not know how long the transmission would last. It was in bad shape when they brought it in. We did the best we could and tried to be honest with them. I asked him if I took off all the labor would he be satisfied to just pay for the parts and taxes. He said that sounded fair to him and he appreciated it. He paid the bill of now $600.17 and they left. 

  In March I received a phone call from a different shop and he asked me what we done to the vehicle. I told him the codes and the knock sensors were cheaper than starting with a computer module. I also told him they approved the work and we performed it and when they picked up the vehicle I told him that they had been told about the transmission. He proceeded to tell me that in fact they did need a new transmission and I told him I thought they did. He also told me that the wiring harness had been chewed up (the wiring) by rodents and he thought this was the issue not the knock sensors. We directly went by the codes. And he did not see those codes due to new knock sensors being replaced. We did not find the wiring harness at the time due to the fact we were looking at the codes. 

  Later in March ****************** after finding out that he did in fact need a new transmission, he called me at the shop and ******************* was in the background with a raised voice demanding that they get a refund for the sensors. I told him no I was not refunding that money and he at that time threatened to turn me into BBB. He along with his wife ******************* told me about three times that they were calling the Better Business Bureau on me and I would regret it. Yes after being as cordial as I could be I was not going to continue to be threatened so I simply hung up on them. 

  To remove and install the knock sensor the intake manifold has to be removed and a new one installed. If needed I can send diagrams of the placement of knock sensors and the wiring harness to show you the parts are in different places. We were not around the wiring harness therefore not noticing the rodent issue. The 7.4 hours is for replacing knock sensor as well as diagnosing the vehicle 

  The fact remains they did need a new transmission and the parts we put on as well. I do feel we have helped and tried in good faith to please this customer and do the right thing. It is my concern that them paying for parts only should be satisfying to them. 

  Thank you for reviewing this as my response. 

  Shook Automotive LLC

   

   

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19630086
  
  I am rejecting this response because: once we took the car to another mechanic the wiring harness was indeed at the the knock sensors, because it has to hook into the knock sensor and could be seen.  I did not proceed to the car to see if lights were on but rather were they off, which they both were not.  After telling the clerk there that the car had not been fixed and the lights were still on the other lady stepped forward and indeed was not very nice when she said WELL WHY DID YOU BRING IT HERE.  we told her we had bought the tires for the car there and the sensor for the traction light is connected to the tires.  also before bringing the car there I had called to ask if they could fix this and they assured me they could. Once there to pick up my car they told me they could not turn the lights off it had to be done at a ****** dealership.  I asked why they had not told me that beforehand.  They also told us IT MIGHT BE A TRANSMISSION PROBLEM BUT IT WAS CHANGING GEARS BETTER. yes indeed I was mad you told me you could fix my car and when I pick-it up all the lights were still on.  that to me meant i did not care what your computer print-out was they never repaired the original problem, since all the sensor lights were still on.  The lady also said all they have is a hand-held computer for the code numbers and they can not get that because they would have to pay ****** for the codes.  Again this was never told up front to us.  You said you could fix it.  when they called about what the repair was going to be they never mentioned about having a hand-held computer and not being able to get all the codes or that we would have to have a new transmission.  they did proceed to flush the transmission fluid out but nothing more and the trac off sensor was never addressed.  The lady there immediately offered to take off the service charge because she knew that car was not repaired.  I asked if it was safe to drive my car back home with the lights on approx. 20 miles and they said it was fine.  As it turned out it was not fine, and by the time I got it to the other mechanic the transmission fluid was burnt and more lights were coming on.  (in between time I had not driven the car after I got home from Shook tire) We did not call them 3 times, we did call 1 time after the other mechanic had called, to let them know what happened and the parts they put on were not needed to begin with.  My husband did tell her we were going to report this to the BBB and may file a small claims case against them: to which the lady responded DO WHAT YOU GOTTA DO WE GOT LAWYERS TOO and slammed the phone down.  The fair thing to us is to allow us to pay for the parts that were not needed at cost for Shook Tire and not at their mark-up cost, and refund part of our money back thank you
  the
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/28/2023

  Again I will respond to this complaint. I do not really know what they are looking for. We have ******* dollar scanner here at this shop that we use and we do have a handheld computer for TPMS sensors only

  I do not understand what the cost or what type of computers or scanners we use. If we told the lady which we talked to her very little because she got so mad and walked out of the shop office and would not listen to anything else we had to say in the beginning that ****** has to reset some computer lights that is very common because now all manufactures has special computer programs and a small independent shop cannot flash or service some of the electronics, only dealerships. I am not sure that she was even told that about her lights being on. So no indeed we do use a certified computer scanner. 

  With my first response and now this one I stand behind my first response and it is accurate and as you can see she is screaming now through the responses. I feel I was very fair to this couple and I stand behind that. We try so hard to please and do everything we possibly can for all our customers but I will not tolerate someone screaming in my shop or at my employees or me. So 

  So at this point I do not feel that I owe her anymore money back. 

  ******* Shook - Shook Automotive 

   

  Customer Answer

  Date: 04/29/2023

   
  Complaint: 19630086
  
  I am rejecting this response because: the other shop that the car went to did have the necessary equipment to both diagnose and repair the problems i was having with my car.  They were also able to cut the lights off that were on.  They too are a small independent shop.  My car did not have to go to a dealership for any of this.  The issues were addressed and repaired by this small shop without any further problems.  I am truly sorry if the lady at the store thinks i was yelling (which I was), because they had not fixed the problems that the car was brought in for,  All that was needed was to tell me up front before attempting to repair things that did not need repair and charging us a mark-up price for parts that were never needed.  I was indeed upset because I knew that all the issues with the car had not been repaired, since the light indicators were still on.  All I ask is to be up front about what you can and can not do and not do work that was unnecessary.  And the front lady did get ugly with us by saying well what did you bring it here for, which I replied that I had called ahead and you had told me you could fix it.  At that point I did indeed walk out because I was exteremly mad that they had my car for 3 days and had not fixed it, and was handing me a bill for $1400.00  She did in fact take off the labor charge because the car had not been repaired.  But we still had to pay $600.00 for parts that were not needed.  Just tell me before you do work on a car that you either can not fix it or are not absolutely sure what the problem is.  and you should have told me before bringing the car to you that you can not cut off sensor lights.  With those lights on the car would not have passed inspection.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/02/2023

  May 02, 2023

  Response to rejection Claim # ********-F46A8

  When we make appointments over the phone and that is when we first talked to the ********* regarding their vehicle and appointment was made. They came we diagnosis the vehicle and again I will say we called them with the estimate and told them our findings. In the documentation you will see that the codes are for the knock sensors. Their vehicle was shifting very hard and not normal at this time. They were also told that. Which the way the vehicle had a hard shift that could have been making the knock sensor code but we also told them it was a start to repairing their vehicle. We also told them we could change the transmission fluid that new fluid may help their hard shift but we have no way of knowing until we do the work. In the documentation you will find the codes and along with the wiring harness diagram of all the wiring. The harness and wiring as you can also see is not close together. Since we had the codes from their vehicle it was the place to start without just replacing the transmission. Please see attached and I believe you will find that our diagnosis is correct at the time. 

  With the shift in the transmission that alone would not pass inspection either. We are not accustomed to selling customers something they do not need but we also will start at the place where we feel is the best and least expensive way for the customer. 

  That is why I reduced their invoice like I did and still proceeded to tell them they are going to need a transmission more than likely. At this point not only did they need a wiring harness but a transmission as well. So with that being said our diagnosis process was correct. 

  I stand to say our process was correct and I still feel these customers have been treated with respect and not overcharged. 

  Thank You, 

  ******* Shook/Shook Automotive 

   

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19630086
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/06/2023

  I have seen the diagram that was with the correspondence from Shook Tire.  When we took the car in we had already looked up the codes for what the light sensors showed.  One being Track off which referred to sensors behind the tires that was never checked by them.  I thought since they did tires that would have been an easy fix.  Indeed the transmission did need replacing.  However; they did not need to tell us it was changing hard because we already knew that from driving the car to them.  They also said the car was safe to drive home, which it was not, because I had no tire traction and was driving on a wet road due to rain.  I see that we will never come to an agreement on this and I respectfully ask that we agree to disagree.  But I will also leave my complaint with the BBB so that others know not to take a car for any kind of repair except for tires to them.  Thank you very much.