Complaints

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• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  November 29, 2022, I took my auto 2011 Audi Q5 to GMP Performance- South Atlanta branch for diagnostic testing because of a CHECK ENGINE trouble light that and a LOW OIL PRESSURE trouble code that started flashing. They contacted me 12/1/22 and provided a detailed report showing several different repairs that my auto would need but recommended an immediate engine replacement because there was no repair option available. They justified the need for engine replacement by telling me that there had been a known issue with the model and told me there had been a recall (which I had never knew about) I was surprised because all previous repairs and service had been done at Audi Dealerships in PA and then GA. The final estimate totaled $12,718.09 which I agreed to because I only have one car and depend on it for work and would likely not be approved for a new car loan being a new homeowner. GMP called me 12/16/22 informed me that the repair had been completed, I picked up the auto and paid the remaining costs. As I was driving home the CHECK ENGINE light came back on, I called immediately and was told that it should reset on its own once driven for several miles. They sent a representative to my job on 12/19/22 to review the auto and he informed me that there was an issue with the ENGINE (Flaps and Sensors) but reassured me that it was not dangerous. The CHECK ENGINE light is on, and the car does not start up without several attempts and shuts off in traffic; this is affecting my job and endangering my life. I asked several times for Warranty Details and Never received any information I HAVE PAID IN FULL WITHOUT DELAY AND WANT MY CAR FIXED PROPERLY ADDITIONALLY I WANT THE COSTS FOR PREVIOUS AND FUTURE RENTAL CARS REIMBURSED BY GMP UNTIL MY AUTO IS REPAIRED. OR I WANT A FULL REFUND.

  Business Response

  Date: 01/11/2023

  Good Morning Larissa,

     *************** to the customer complaint we received from you on January 5th. I will do a brief overview of the scenario and if needed I do have all documention, along with pictures of the findings. I can send these along with the ** and anything else needed. The customer brought his Audi Q5 in for an oil consumption issue. Upon arrival of the vehicle, we found a jug of oil in the back seat area of the car that he had been topping the car off with, per the customer. We are very familiar with these vehicles and the piston ring issues they have. In fact there  are multiple class action lawsuits pertaining to this exact issue. We pulled the spark plugs out of the vehicle to inspect the cylinder bores and upon removal of the spark plugs we found there was ash build up on the plugs (from oil consuption), along with oil on top of the pistons. The only fix for this is to replace or rebuild the engine as the oil ring control has failed internally. We do not put junk yard engines into these vehicles as they will come with the same failure prone parts and cause issues down the road. That is why we go with a factory new engine. The warranty was explained to the customer, and I will explain it again here. The engine is warrantied through the dealer for 12 months and the warranty from us across all three of our shops is 2 years 24k miles on work performed. We did not drive the customer's vehicle as it was burning an excessive amount of oil. During the engine replacement process, we did find several issued that needed addressed and made note of these issues in his ticket with pictures of fault codes and issues. To note the engine replacement is a long block, valve cover to oil pan, all components and parts attached to the long block are used from the old engine. This is standard. Once the engine was completed, we test drove the vehicle and after all was ok, we called the customer for pick up of his vehicle. The customer drove home and had an engine light come on. He called us and we said we would like to get the car back to see what was going on. He stated he did not have a way to do so. At that point we arranged a time at the customer's convenience and drove over an hour to his place of business and scanned the car for fault codes. We found faults pertaining to an intake manifold flap runner issue. This is a part of the intake manifold, not the engine it self as stated by the customer. We reset the codes, inspected the vehicle and stated to the customer to let us know if the light came back on. The light came on with a rough running issue and told the customer to please bring the car by our facility so we could scan and see what is going on, again at no charge to him. He showed up at the shop and we inspected the vehicle. We informed him that there was a coil pack causing the misfire ( we have pictures and notes of all of this ) and the other codes was the intake manifold runner flaps again. We informed him that the intake manifold is replaced as a whole from Audi as they have updated the part. At this point he stated that he was going to just drive the car and if it blows up it does, he could not get another rental. I responded by saying we do not want that to happen and lets see what we can do to help. I ( shop manger) took a new coil pack off of my own personal vehicle so he would not have to wait, and installed this into his car at no charge to get rid of the misfire. We told him he will still need to do the intake manifold. We also asked him to call us with any other issues and we would take care of him. We had not heard from him in a few days after that so we called to check up on him and he stated that all was ok and in fact he asked us to quote out the intake manifold job. Come to find out this was after he opened a complaint on our shop. He opened this complaint before contacting us to help with any issues. I reached out to the customer to see what was going on and he stated that he was going to retract the complaint as we took care of him, but has not done so yet. Here at GMP we strive to take care of our customers and go above and beyond. We can not help if we do not know there is an issue. This is why we use the ********* system and account for every step with notes and pictures for the customer to see so they can feel comfortable in the repairs needed. To recap we stand behind our diagnosis and repairs made to this customers vehicle, we have gone above and beyond in sending a technician to the customers place of buisness at no fault of ours, and we replaced parts that were not our responsibilty to replace at no charge to the customer. We also will not be paying for the customer's rental car charges as that is not our responsibility and that falls on the customer to provide their own transportation during vehicle repair. Please let me know if there are any questions I can answer or if any other documentation was needed so we can get this resolved asap. Thank you.

   

   

  *********************;/// Store Manager

   

  GMP Performance South Atlanta

  435 ***********., Suite D
  **************, ** 32069

   

  Customer Answer

  Date: 01/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************