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:07/30/2024

  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.

  The ** in my car turned off and the temp gauge went to hot and then 2 to 3 mins later the ** came back on and the gauge went back to cold and the warning sign for Electronic throttle Control came on. The car died and when you tried to crank it would not start. I had it towed to Five Forks Automotive and explained to *** 3 times what it was doing and about the ETC warning light. Hours later *** called and told me that it was a busted radiator hose. Craziest thing Ive ever heard. That would not cause the ETC warning to come on and the temp gauge to go hot to cold repeatedly. *** told me the ETC light could mean something major is going on with the car. This should have been the first red flag they didnt know what they were doing. ETC is for the Electronic Throttle Control, not anything else. The check engine light comes on for major issues with the car. She proceeded to tell me that they fixed the hose and would put antifreeze in it and let it run for a while to see if anything was wrong with it. The next day I called for ************* told me that they drove it off the lot to a gas station and it died and they had to have it towed across the street back to there lot. I never gave them permission to drive it off there lot. I didnt tell them to put 20 in gas. They charged me $85.00 to have it towed yards away when they charged me $105.00 for driving it 5.3 miles to get it there for diagnosing it. The car didnt want to start hence the reason I had it towed, yet they ignored the ETC warning light & drove it anyway causing my engine to go out. I didnt see *** until after all this and I paid the morning over the phone before I picked up the invoice, which I signed the invoice then not before they drove it off there lot messed up. I want them to replace my engine. They ruined my engine by not knowing what they were doing. I sent them pictures of the ETC light and a video showing how within minutes it went from hot to cold & then hot to cold again.

  Business Response

  Date: 08/05/2024

  Hello. My name is *****, and I am one of the owners of Five Forks Automotive. I have read the account from this customer and am happy to respond. ******************** received the vehicle at our facility via tow truck. Before the vehicle was towed here the customer sent images of the lights on her dashboard. The video sent from the customer as she is driving the vehicle shows her temperature gauge completely tached out at high (please see attached video and picture). During the initial diagnostic we found that a radiator hose was busted on the vehicle, and it was completely empty of coolant.When we called the customer, we explained that things may be worse, but we would need to replace the busted radiator hose to be able to run the vehicle and would call her back with information. Customer agreed to the charges, and we repaired the hose, filled it up with antifreeze and let it run. At that time the vehicle did not overheat. In order to do the post repair test drive we had to put fuel in the vehicle as it was empty. We drove it to the nearest gas station, put $20 worth of gas in the vehicle but then it would not start again.A tow company had to tow it back to the shop charging their rates, not ours as we do not have tow services but can refer to some local companies. When the vehicle returned to the shop via tow truck we began looking again. At that time, we found that there was combustion in the coolant so the customer was called and informed that she would need to replace her motor. The ETC warning that this customer is talking about is the vehicle going into limp mode trying to save itself. When the ETC light appears the vehicle is warning the driver that it has turned off the throttle due to catastrophic issues noted by the vehicles computer and to immediately pull over and not drive the vehicle any further pending necessary repairs. Five Forks Automotive is not responsible for damage that occurs before the vehicle got to the shop and that is what happened here. The customer drove the vehicle way too hot, and it ruined the engine. Five Forks Automotive is a highly regarded repair facility with many repeat customers. We did not ruin the engine by not knowing what we are doing as the customer states. It is unfortunate that this customer is having this issue with her vehicle, but it is in no way due to Five Forks Automotives actions. 

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22063393
  
  I am rejecting this response because: what she said is false. I texted the video the day after the car was there and emailed a picture of the ETC warning and can prove that.  The video show the temp gauge going from hot to cold and hot to cold like it was messed up, hence the reason I has the car towed to them. The car never ran hot and I did not drive while the temp gauge stayed hit. The temp gauge was going back and forth as the video shows and the ETC light came on. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/05/2024

  Five Forks Automotive stands by their response as it is factual and true. Thank you.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22063393
  
  I am rejecting this response because: As stated, my temp gauge was not running hot and was never stationary on hot while driving. The ETC light came on and my temp gauge was going from hot to cold repeatedly. They misdiagnosed it and then drove it causing the engine failure. Also, they didnt call to tell me about the engine, I called them and a man answered the phone and told me, not ***** or the other lady in the office. I will seek legal council. Thanks 
  
  Sincerely,
  
  ***************************