Complaints

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  Noel Automotive, LLC

  700 Leonard Ln West Branch, IA 52358

  
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  Noel Automotive, LLC

  PO Box 116 West Branch, IA 52358-0116

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:03/17/2025

  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 took my car in for a problem. Rear main seal blew. Took it to them. They gave me a quote of $1,400. It ended up being $1,775 with no courtesy call and a lame excuse. We paid it to be done with it. Then I noticed a leak. The leak is from a bad lip seal in the transmission which they had to move out. It could easily get damaged that way. Now, they said there is no leak, and nothing is wrong. I had given a bad review and he gave attitude about that. They will not take responsibility for it. I just want it fixed. I would prefer if someone else can fix it and they pay for it because the trust is gone.

  Business Response

  Date: 03/23/2025

  BBB Response from Noel Automotive
  Date: March 23, 2025
  Business Name: Noel Automotive LLC.
  

  To whom it may concern,
  Thank you for the opportunity to respond to the complaint filed regarding service performed on a 2017 Chevrolet Equinox. Below is a clear and factual summary of the events, followed by our position and resolution.
  
  Factual Timeline of Events
  February 14, 2025
  The customer contacted ********************** after another local shop diagnosed a severe engine oil leak, believed to be from the rear main seal. Although the customer stated the vehicle had stalled and would not start, it was driven to our lot after hours. We received the keys and informed the customer we would inspect the vehicle on the next business day.
  

  February 17, 2025
  Our inspection confirmed that the *** hose was plugged with oil sludge and frozen, consistent with a known manufacturer issue addressed in a GM technical bulletin #**-NA-021: Diagnostic Tip for Oil Leak from Rear of Engine After Driving in Cold Temperatures Below 0 Degrees F (-18 Degrees C) - ( Feb 4, 20**). The engine oil was significantly overfilled, which the customer attributed to the previous shop adding oil. We confirmed a substantial leak from the rear main seal and provided a labor estimate of approximately $1,300, clearly stating that this did not include parts or tax. The customer approved the repair and the *** bulletin modification. Parts were ordered accordingly.
  

  February 1820, 2025
  We performed the approved work. To access the rear main seal, the transmission was separated from the engine, but no internal transmission components were removed. The torque converter was not disassembled or altered. Transmission cooler lines were temporarily disconnected. The fluid drained was extremely dirtydark brown to blackindicating significant wear and lack of previous maintenance. We opted to replace the new fluid with the exact amount that was removed.
  During reassembly, we informed the customer about the condition of the transmission fluid and offered an optional wheel alignment, which she approved. The alignment was completed at ****************************** in *********. One of our technicians drove the vehicle round trip from our *********** locationa total of 28 miles. After the alignment, we verified that there were no oil or transmission leaks and notified the customer that the vehicle was ready for pickup.
  

  February 24, 2025
  The customer retrieved the vehicle with ******* miles on the odometer and completed payment via credit card and check. No issues were reported at the time of pickup.
  

  February 25, 2025
  The customer contacted us with concerns about the transmission's shifting. We invited her to return for an inspection and a road test. We checked fluid levels, and no leaks or loose connections were found. Our technician's test drive revealed no shifting issues. We then conducted a second test drive with the customer present, but we were unable to reproduce or observe the concern described.
  We recommended a transmission fluid flush due to the poor condition of the existing fluid and lack of documented service history. The customer declined, citing concerns about cost. We referred her to a trusted transmission specialist Fountain Transmission in ********* for a second opinion, which she acknowledged. Shortly thereafter, a negative online review appeared under a name not involved in the repair process.
  

  March 1314, 2025
  The customer returned, claiming a transmission fluid leak. We performed a detailed inspection, documenting the mileage at ******* and found no active leaks. The engine oil was below the dipstick minimum, consistent with normal oil consumption for a vehicle with over ******* miles. Slight residue at the transmission/transfer case union was noted but appeared longstanding and inactive. We documented our findings via video, contacted the customer, and advised that the vehicle was ready for pickup. During the call, the customer became argumentative, made disparaging remarks, and terminated the conversation.
  

  March 17, 2025
  We received the BBB complaint.
  
  Response to Claims
  Unexpected Charges:
  The labor estimate was clearly communicated as labor only and not a quote. The final invoice reflected actual labor, parts, tax, and the customer-approved alignment. No unauthorized charges were added.

  Alleged Transmission Leak:
  Our inspection revealed no active transmission fluid leaks. The transmission was not disassembled or serviced internally, and the minor separation required for engine access does not impact the integrity of the internal seals. No evidence supports that our work caused a leak.
  
  Customer Experience:
  We communicated professionally throughout the process, responded promptly to concerns, and provided multiple opportunities for inspection and dialogue. At every stage, we acted transparently and committed to quality service.
  
  Business Position and Resolution
  All repairs were authorized, performed correctly, and verified upon completion. The vehicle was returned in proper working condition with no observable leaks or drivability concerns. The customer's reported transmission issue was inspected thoroughly, and no fault was found in connection to the work performed.
  Noel Automotive stands firmly behind the quality and integrity of our service. The repairs were necessary, the costs were communicated clearly, and all work was completed to professional standards. The customers subsequent concerns relate to general wear and maintenance issues unrelated to our scope of work.
  We consider this matter resolved and appreciate the opportunity to provide the Better Business Bureau with a full and accurate account.
  

  Sincerely,
  ***** ****
  Owner, Noel Automotive LLC.
  

  
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23067205
  
  I am rejecting this response because:

  The business has stated over the phone that the shifting issues were normal, which they never stated in their response. We only found out when we called them with our concern of shifting issues that the transmission fluid was dirty. If they drained the fluid, they should have put back in the required amount. Also, when talking to them on the phone after we received our car back, then then stated they would have done a flush but assumed we didnt want to pay for it. It was never offered to us because they never said anything the day of it being fixed. I sent them a picture of the residue. Its from a lip seal by the shaft of the transmission. You dont have to do anything major to damage that seal. Residue and shifting issues is not normal.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/03/2025

  Business Rebuttal Response from Noel Automotive
  Date: [04/02/2025]
  Business Name: Noel Automotive LLC
  To whom it may concern,
  Thank you for the opportunity to respond to the consumer's rebuttal.
  We appreciate the customers continued engagement; however, we stand by the information provided in our previous response. Below, we address each new point of concern raised by the customer with additional clarification.
  
  Response to Consumer Rebuttal
  

  Claim: The business has stated over the phone that the shifting issues were normal, which they never stated in their response.

  We did not characterize the shifting behavior as "normal" in a general sense. What we communicated was that, during two separate test drivesincluding one with the customer presentwe could not observe any unusual or problematic shifting behavior. Our technician reported no drivability concerns, and no diagnostic codes were present to suggest internal transmission faults. Based on what we were able to observe, the vehicle performed as expected, and we relayed those findings transparently.
  

  Claim: We only found out when we called them with our concern of shifting issues that the transmission fluid was dirty.
  This is inaccurate. Between February 1820, 2025, during the reassembly phase of the approved repair, we directly informed the customer that the fluid removed from the transmission cooler lines was extremely darkindicative of advanced wear or lack of prior maintenance. This information was shared before the vehicle was returned and well before any shifting concerns were reported. We replaced the fluid with the same quantity of clean, new fluid. The offer to perform a full transmission flush came later, after the customer reported shifting concerns. At that point, the customer declined the service due to cost. At no time was any information about fluid condition withheld or omitted.
  

  Claim: If they drained the fluid, they should have put back in the required amount.
  We agreeand that is exactly what was done. The amount of transmission fluid drained from the cooler lines was measured and replaced with the same volume of new fluid. After reassembly, the vehicle was started, driven, and then re-inspected to confirm proper fluid levels. At no point was the transmission opened or exposed to internal disruption. All work was performed with precision, and the transmission was verified to be functioning correctly before the vehicle was returned.
  

  Claim: They stated they would have done a flush but assumed we didnt want to pay for it.
  We did not make assumptions. On February 25, 2025, following the customers report of shifting concerns, we discussed the option of a transmission fluid flush. During that conversation, the customer confirmed that no previous transmission service had been performed. Based on this information, we recommended a flush as a logical next step to address potential buildup or wear-related performance. The customer declined due to concerns about cost. At no point did we misrepresent our willingness to perform this service or imply it had been withheld.
  

  Claim: I sent them a picture of the residue. Its from a lip seal by the shaft of the transmission. You dont have to do anything major to damage that seal.
  The customer sent the referenced photo via email on Friday, March 14, 2025, at 2:05 p.m.after the vehicle had already been dropped off at our shop on Thursday, March 13, for inspection. First thing Friday morning, prior to receiving the email, we inspected the ground beneath the vehicle where it had been parked and found no signs of fresh fluid or puddling. We then brought the vehicle inside and noted the mileage at *******just under ***** miles since the original repair. During our inspection, we found no active leaks and no fresh fluid present. The only visible residue was at the transmission/transfer case union, which is common in high-mileage vehicles and was not consistent with an active leak. It is also important to note that the customers photo includes no date or timestamp confirming when it was taken. Additionally, this area was not visible during the original repair due to the extensive engine oil leak from the failed rear main seal. Our findings from the March 14 inspection were documented via video and we have attached that video for you to view. At no point was the transmission disassembled or subjected to mechanical stress that would reasonably result in seal damage.
  

  Claim: Residue and shifting issues are not normal.
  We agree that active fluid leaks and harsh shifting are not normal. However, during our inspection on March 14, 2025, we found no signs of active transmission fluid leaks and no observable issues with shifting performance. Slight residue was noted at the transmission/transfer case union, but it appeared longstanding and inactivetypical for a vehicle with over ******* miles. This type of residue is not, on its own, evidence of recent damage. The transmission was never disassembled, opened, or exposed to any mechanical force during our work that would compromise its seals. Our inspection findings were thoroughly documented via video.
  
  Business Position
  Noel Automotive provided timely, professional service, clearly communicated costs and findings, and honored all repair authorizations as agreed. We conducted two post-repair inspections and test drives, offered a referral to a transmission specialist, and reviewed photographic evidence provided by the customer. No evidence has been presented that links the work we performed to the shifting concerns or to any new mechanical failure.
  The customer's vehicle has over ******* miles and has not received routine transmission service. Age and wear are the most likely contributors to the concerns raised and fall outside the scope of our engine oil leak repair.
  Sincerely,
  ***** ****
  Owner, Noel Automotive LLC