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:03/24/2025

  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.

  I brought my 2014 ***** Odyssey to Auto Quick Fast Lube on January 28, 2025, for a timing belt replacement. I provided genuine ***** parts for the service, and the shop performed the labor for $800. At the time, I was informed that there would be no warranty on the parts or labor due to the parts being customer-supplied, which I understood.However, on March 3, 2025only 34 days laterthe vehicle broke down on the road and had to be towed back to the shop. The shop informed me that the timing belt tensioner had failed and caused catastrophic engine damage. The estimated cost to replace the engine was $5,495.21.I made multiple attempts to reach a fair resolution, including proposing a 50/50 cost split, which I believe is reasonable given that the failure occurred so soon after installation. I also requested documentation to help submit a claim to the parts supplier.Meanwhile, I have incurred $1,240 in rental car costs and counting, as the vehicle remains inoperable. The shop has responded that it will not accept any responsibility and has offered only a small discount.I am seeking a resolution that includes the shop covering at least 50% of the engine replacement cost and reimbursement for the rental vehicle expenses, or a fair alternative. I am still willing to work with the business to resolve this professionally and without further escalation.

  Business Response

  Date: 04/02/2025

  According to the customers statement, the customer was aware and understood that there would be no warranty on both part and labor if the customer supplied their parts for the preformed maintenance service. We stress this policy before any repairs is performed stating Customers supplying their own parts on their vehicles for maintenance or fast lube, SHOP WILL NOT PROVIDE ANY WARRANTY ON BOTH PART AND LABOR.

  
  If our company supplied the parts for all maintenance repair, we provide a ****** miles / 12 months labor warranty and a manufacturer part warranty. What this means is if something were to go wrong due faulty workmanship or part failure within this time frame, we bill all financial costs to our suppliers so the customer will not charge.

  
  We want to help the customer by having their supplier involved.The customer needs to file a claim with their supplier as we can provide a statement and documentation about how the timing belt failed, which caused catastrophic damage to the customers engine. The customer does not want to disclose any information about their supplier or provide copies of the receipt of where the customer bought their parts.

  
  We do not understand why the customer is making us accountable for the failed part that the customer supplied and not involving the supplier. The main accountability is the supplier where they provided the failed part. It seems the customer refuses to hold the supplier accountable and redirect the accountability to us. It should be between the customer and the supplier instead of the customer and the repair provider.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23097766

   

  Thank you for allowing me the opportunity to respond further.
  
  I would like to clarify that while I provided my own timing belt kit for the service, I do not recall being given any written policy or waiver to sign regarding the shop's warranty policy. If anything was mentioned verbally, it was not clearly explained in a way that outlined the potential consequences of a failed part causing catastrophic engine damage. There was no formal acknowledgment or document that I was asked to review or sign.
  
  I had my 2014 ***** Odyssey serviced for preventive maintenance while it was running perfectly. The vehicle broke down just 34 days later and suffered engine failure due to a faulty tensioner. While the part may have been mine, the installation was performed by the shop, and I believe the shop, as a professional, had a responsibility to verify that the parts were safe to install. 
  
  After the breakdown, the shop installed its own parts without my prior approval and then demanded I pay approximately $400 for them. They also refused to release my vehicle unless I paid, which I find highly inappropriate. I have incurred over $1,200 in rental car costs because of this.
  
  I did attempt to resolve this amicably, including offering a 50/50 cost split, but the shop rejected that offer. I am not satisfied with the shops response and believe they have failed to acknowledge any responsibility or show good faith in resolving this matter.
  
  I remain open to a reasonable compromise and sincerely hope we can reach a fair resolution.
  
  I am rejecting this response because:
  
  Sincerely,
  
  Dongkyun Nam

  Business Response

  Date: 04/21/2025

  Based on the first statement and quoted, the customer was informed that there would be no warranty on parts or labor due to the parts being customer-supplied, which the customer understood. Our shop warranty policy says if customers supplying their own parts on their vehicles for maintenance or fast lube, shop will not provide any warranty on both part and labor. We stress this policy to make the customer aware of our policy before any repairs are done.

  
  When the vehicle was towed back to our facilities, the customers complaints was the vehicle stalled and wont start. The customer gave his approval to diagnose why it stalled and wont start. The following day, we proceeded in diagnosing the vehicle. We performed a compression check and resulted in no compression. We then suspected that it might be the timing belt. We removed the timing belt covers, and noticed the timing belt came off the camshaft and crankshaft gears. This resulted in the timing belt breaking and shredding. We inspected related parts of the timing belt, such as the water pump, timing belt tensioner, and timing belt idler pulley. We then determined that the timing belt tensioner loss its tension applied towards the timing belt,resulting for the timing belt to slip and finally jumping out of the camshaft and crankshaft gears. As noted, this failed tensioner was provided by the customer.

  
  The next step that we proceeded with is to determine if the engine was damaged due to it being an interference engine. What this means is one where the valves and pistons operate within the same space inside the cylinder. If the timing belt broke, the pistons and valves could collide, potentially causing severe damage to the valves, pistons, or cylinder head. This type of damage can be costly to repair or even lead to a complete engine rebuild or replacement. For us to determine if engine sustained internal damage caused by the engine being interference, we proceeded with our diagnosis by installing another timing belt kit. We then checked compression again and failed. This concluded that the valves were compromised.

  
  The customer never said anything about what type of installation failed. The vehicle was tested before the vehicle was given to the customer. The vehicle was operational for 34 days until the customer supplied timing belt tensioner failed. This incident was not an installation error, but a failed part from the customers supplier. The customers supplier should be responsible for all the damage done to the customers vehicle. We want to help the customer put a claim in to the customers supplier, but the customer does not want to disclose any information where the customer received the parts.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23097766

  I appreciate the business's detailed response, but I remain unsatisfied with their position.
  
  Although I supplied the timing belt kit, I had no way to know that the tensioner would fail. I am not a mechanic. The shop never returned the part to me or gave me a chance to verify it through a third party. Despite my requests, I was never given any documentation, photos, or a formal report showing how the diagnosis was made.
  
  I did not refuse to share supplier informationI simply purchased the parts through ****, and as a consumer, I have no realistic ability to recover damages from a seller through that platform. I even offered to split the engine replacement cost 50/50 as a fair resolution, which the shop declined.
  
  The shop installed their own parts without my prior approval and demanded an additional $400 before they would release my vehicle. I believe this behavior is unreasonable and coercive.
  
  The vehicle broke down only 34 days after service. It was operating perfectly before the timing belt service. The timing belt may have failed, but the shop, as a professional, should have inspected the parts before installation and provided me with all findings afterward.
  
  It has now been over two months since my vehicle became inoperable. Ive been forced to rely on a rental car during this entire time, which has added both financial and logistical hardship. So far, I have incurred over $1,240 in rental car costs, and the vehicle remains unavailable to me.
  
  I have made multiple good-faith efforts to resolve this matter professionally and fairly. I am deeply disappointed that the business continues to deny any responsibility despite the circumstances.
  
  I do not accept the shops response as a satisfactory resolution.
  
  I am rejecting this response because:
  
  Sincerely,
  
  Dongkyun Nam