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:06/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 took my vehicle in for breaks that the initial cost was apx ****** and they advised me I needed an additional ******* for a caliber and emergency brake. Then after paying I pick up my vehicle and steering does work and vehicle damage

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Prior to taking my **** Escape to the shop for a flex plate replacement I had a minor coolant leak where I had to refill my coolant once monthly. They told me they noticed a coolant leak and it cost approximately $700 to repair. When I got the car back it drained of coolant completely after 3 hours of driving. Im now refilling my coolant daily. They admitted it could be an internal leak but even though I returned the car to them to find the source, they wouldnt investigate the internal leak they claimed it must have. I asked for a refund because the problem was made drastically worse and they said no. They also refuse to look at it and fix the problem.

  Business Response

  Date: 10/28/2022

  ***************, brought her car in for repair that had a cracked flywheel. At that time she stated that there was a coolant leak that 3 other shops had tried to find and could not. I told her that we would check and see if we could find the problem. after inspection we found a heater hose and expansion hose leaking witch was replaced by us. also we found the intake hose was damaged and it was replaced. Also transmission mount was broken and replaced it along with some lug nuts, and torque converter bolts. She picked her car up on 10/21/22. She brought it back on 10/27/22 wanting it checked for a coolant leak. At that time we did a pressure test to check for any leaks and none were found. The car was then test driven for about 20 miles and rechecked, no leak found. We went back over all work done on her car for the second time to be sure there was no leak and there were none. We advised the customer that there was a recall for this problem and was told that recall had been done. This car has ******* miles on it and that it was possible that it was an internal engine leak and if that was the case it would have to have the engine replaced to fix it. Being that we had to remove the transmission to replace the flywheel, and only replaced two coolant hoses it is unreasonable for her to request a full refund. Suwanee Auto Repair prides ourselves quality workmanship for all our customers and regret her frustration with her service here but we give a two year warranty on all our work, but when there is coolant leaking there is nothing to warranty.   

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18327426
  
  I am rejecting this response because:

  I was given a quote on the day I dropped off the vehicle which was on 10/10/2022 for $1,214.43 which included, as you will see in my attachment, labor and parts for the "flex plate/flywheel (auto trans) remove and replace".

  Prior to bringing my car in to Suwanee Auto Repair I only had to refill my coolant resevior once every 3 weeks. I didn't mention to the auto shop that I wanted anything done about the coolant leak, as it was manageable. The coolant leak repair was not on my original quote. ****, the shop manager, informed me during a phone call on 10/12/2022 they found a possible source of a leak. **** told me that they wouldn't know exactly what needed replaced until they took the transmission out to fix the flex plate. He mentioned they needed to order a part for the heater hose which was $53.00, which I verbally agreed to. Aside from this conversation I received a voicemail on 10/15/2022 from **** at 3:19pm in which **** states "we got your coolant leaks all resolved." This conversation was the last conversation that was had prior to me receiving not a quote/estimate, but a CHARGE of $1,957.05--a difference of $742.62. The work had already been done on the vehicle without my explicit, signed or informed consent. 

  Now my coolant leak is worse, requiring a refill of coolant once daily, and not only is it worse but the labor and parts were ordered and added to my total without my permission. I would settle for a refund of $742.62 minus the cost of the one hose (cost of $53) which was the only cost mentioned to me at all prior to the work/charges been added onto my original tally.

  I do have an update, however, that now my transmission appears to be failing, as the vehicle will not shift into gear and also completely turned off at a stop sign today. I will be following up with more detail about this new issue after having a thorough assesment completed by a new mechanic, at which time I will pursue an increased refund amount.

  In short, my request is a refund of $689.62 for the labor and parts that I did not approve/sign off on. 

  
  Sincerely,
  
  *************************