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:09/27/2024

  Type:Product 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.

  On 08/26/2024, I brought my 2004 Chevrolet Suburban to Theo's Automotive, **** for repair.They were to service my air conditioner, which blows hot air, and address a low oil pressure warning light that comes on after driving and braking in traffic. They told me that the diagnostic and repairs would be approximately $733.00 (see text message). I agreed to the work estimate and they returned my truck with an oil change and unrepaired. The low oil pressure light still comes on, the ** isn't fixed, and now the engine is idling poorly. The service manager, **** ****** said they didn't agree to fix it, they just were "diagnosing" it.Although, the first claim was that it had been repaired and that I was mistaken about it not being fixed. Please see 8/27/2024 printed receipt. I returned the truck and they said they'd review the unresolved issues. Subsequently, they gave me a loaner and told me that it would cost more money to actually "repair" my truck and that I got the service I had paid for. I asked Mr. ***** to reason with me and refund my money, and he said I agreed to the diagnostic and that testing costs money and was non-refundable. They charged me $715.47 for an oil change and a diagnostic and my truck was in no better working order and I've not received my requested $715.47 refund. I decided not to speak in haste. I gave Mr. ***** the O.K sign and took my truck home. During the first week of September I sent an email requesting a refund of my money for the repairs, by Friday September 13th. My request has gone unanswered and unacknowledged. I am requesting the following:1. A prompt peaceful resolution to my request.2. A refund of all fees paid within the next 5 days totaling $715.47.3. A letter of apology from the Service Manager, Mr. ****** for not being truthful about the services they agreed to provide. Thank you for your attention in this regard.Sincerely,*** ********* O.D.

  Business Response

  Date: 10/17/2024

  To start, we would like to apologize for the delay in resolving this matter, as we had every intention to reach back sooner. 
  
  When you originally dropped your vehicle off, it was brought it in for an oil pressure complaint along with a complaint that your ** was not blowing cold as long as it should be. We advised you that your Freon was low and that we wanted to start with an *********** to initially diagnose the ** issue. After completing the *********** we tested the system and found that the air was blowing at operating temperature. 
  
  In regards to the oil pressure sender, our initial diagnosis led us to find that the vehicle was not only overfilled with oil, but the oil itself appeared very dark. We also found live data readings showing that the oil pressure sender was reading at a low pressure. Additionally, we unplugged the oil pressure sender and found oil in it, which is a telltale sign of a faulty sender. At that point we recommended replacing the oil pressure sender along with an oil change. After completing the approved and recommended repair, we advised you that the oil pressure was improved with the new sender, however, we did find metallic debris in the oil that we drained out, showing signs of an engine mechanical failure, and that you would eventually need an engine. After you paid and picked up the vehicle, you then returned with a complaint that the ** was blowing cold at idle, however, not while driving. We then provided you with a free rental car and ran over 2 hours of further diagnostics on the ** issue, in which you were not charged for (over a $380 value). Upon our further diagnosis we found that your recirculating door actuator has failed, in turn, causing the system to lose calibration which causes the temp motor to default to hot, locking your controls out. We recommended all actuators be replaced along with a recalibration of the system.

   You denied all recommendations and demanded a full refund for what you had already approved and paid for, which included multiple systems diagnostics. Diagnostic fees do not come free of charge, as they do acquire labor costs along with specialized diagnostic equipment. Although the services provided were in fact needed for your vehicle, we will agree to refunding you the portion paid in parts and labor towards the oil pressure sender only for the fact that you are continuing to have engine issues although we advised you that we found debris in your oil and that there was a mechanical engine failure, in addition to the free car rental and multiple hours of further diagnosis on your ** issue, at no charge to you. The amount of the refund we are willing to provide is $240.98. We are able to either refund your card back or provide you with a check. Please contact our office to let us know how you prefer to receive this refund. Thank you.

  Customer Answer

  Date: 10/20/2024

   
  Complaint: 22347405
  
  I am rejecting this response because:

  I paid you to "repair" the vehicle. I was quoted a price for those "repairs" referenced in the text attached (Exhibit 1). Your company didn't repair either problem with my vehicle. The other things mentioned in your response wouldn't have been necessary if you had accurately diagnosed and repaired the problem at my first visit. You returned my vehicle without repair, with an engine light on, and a new hard idle. Please return my money, so that I may seek services elsewhere. I've lost faith in your ability to diagnose or service my vehicle. Both complaints you've charged me for still remain and my vehicle runs worse than when I brought it to you. Please be reasonable and refund all of my money.
  
  Sincerely,
  
  ******** ********, O.D.