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:08/11/2022

  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.

  On June 13, 2022, I took my car in for a leaking fuel tank and an oil change. They do not offer a loaner car, so I was without my car for 5 days. On June 17, they said my fuel tank was replaced but they didn't complete the oil change. When I picked up my car, they said they would do the oil change for free if I brought it back. On June 22, I noticed my "check engine" light was on. June 23, I called ****** and set up an appointment for the 18th of July. I then called ***** Automotive and told them the 'check engine' light was on and if I brought the car back for the free oil change if they could look at their work and see if it was responsible for the light. They agreed. Took the car in on June 27 to *****. They did the oil change, and did not have me sign any paperwork since it was free. I asked their mechanic about the light, he told me since my car was so old the lines were all rotted out and a leak from one of them was probably the reason the 'check engine' light was on. Took car into ****** on July 18. ****** ran $270 of tests and diagnosed the problem was the fuel tank. I called ***** and told them the situation and asked if they would compensate me for the cost of repair from ******. They responded with "Bring it back to us and we'll fix it for free." I had ****** go ahead and fix it since they already had my car and had given me a loaner. Total cost from ****** was $976.57. When I called ***** about the cost, they said they would not compensate me anything since I didn't bring it back to them. I explained that I already did bring it to them before ****** ever looked at it. They still refused and said that they would get in touch with me about this later. I waited 12 days, then called them 3 times with no answer, and texted their representative, also with no answer.

  Business Response

  Date: 08/23/2022

  Thank you for providing us with the opportunity to share our side. 

            June 2nd **************** contacted I + J Auto regarding a leaking fuel tank on his ****** Rav4 and we advised him to use as much remaining fuel in the tank as possible prior to our removing/replacing the tank 

           June 4th, we followed up but the gas tank was still nearly full capacity

           June 13th **************** finally had a chance to bring in the vehicle at 3pm

           Fuel tank and additional parts were ordered on June 14th However the fuel tank had to be ordered from the warehouse in ********* ********* and did not arrive until the afternoon on June 16th We had explained to **************** that due to the age of the vehicle some of the parts needed were not easily accessible and had to be ordered from out of state and customer was notified due to the delay and the freight charge involved

           June 17th customer was in need of picking up his vehicle and did not have time for us to complete his oil change therefore in good faith we offered to cover his oil change in the event he returned and we did. 

           July 6th, we followed up with **************** and he said that all was well nearly 3 weeks later

           ****************** oil was changed post July 6th.   He did mention he had a check engine light and we offered to take a look at it but he stated he had had already set up an appointment with ****** to take a look at the vehicle

           We were contacted on July 19th regarding ******s analysis of the check engine light. **************** in a rush explained that ******s resolution was to redo the work we had already done and re-bill him.  We urged him both over the phone and via text to bring the vehicle back and we will address whatever issues he was having free of charge.  This was our resolution but unfortunately, he opted to resolve things on his own accord despite our efforts. 

  
  

        Ive attached some of the correspondence that validates the text exchange as I have nothing to justify, he said/she said claims. The vehicle is in an advanced age, there could have been a number of other issues going on as you can see from the photo.  We do our best to be fair and ethically responsible. We like **************** and are saddened that he did not give us the opportunity to make things right.   We are grateful for allowing us the chance to explain our side.  Please let us know if you need any additional information.

   

   

   

  Sincerely,

  I + J Auto & Splash Car Wash 

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17685511
  
  I am rejecting this response because:  I had brought back the car to I & J automotive on June 27th, for both the oil change AND for them to check why the 'check engine' light was on, well before my appointment with ******.  I had already set up an appointment with ****** when I called I & J back, but that was not for another three weeks (July 18th).  If I & J had fixed the issues when I had brought it in (June 27th), I would have simply cancelled my appointment with ******.  In the text I & J provided, they state that there is only 1 way to install a fuel tank, and it was done incorrectly.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/09/2022

  We have received ******************* response from August 26, 2022.  As we noted in our previous correspondence, *************** did not have time for us to investigate the check engine light during his oil change.  He stated it was unnecessary since he and his girlfriend already had an appointment scheduled with the ****** dealership and he was pressed to get to work.   We were contacted on July 19th regarding ******s analysis of the check engine light.   **************** works night shifts and hurriedly explained that ******s resolution was to redo the work we had done and noted that it would be more convenient for ****** to address vehicle repairs as they had already supplied him with a loaner vehicle (he already dropped the vehicle off to ******/made his decision).    *************** was only interested in a monetary reimbursement option and seems that he was never going to allow us an opportunity to address any vehicle related issues because it was simply more convenient for him.   We urged him both over the phone and via text to bring the vehicle back and we will address whatever issues he was having free of charge.  The text correspondence is all we can provide that validates our attempts for an amicable resolution.  Outside of this, he said/she said claims cannot be corroborated.  This was our resolution but unfortunately, he opted to resolve circumstances in a more convenient manner.   The vehicle is in an advanced age, there could have been a number of other issues going on as made transparently clear from the photos provided.  We do our best to be fair and ethically responsible.  Again, we like **************** and are saddened that he did not give us the opportunity to resolve the matter.   

  
  

  Sincerely,

  I + J Auto & Splash Car Wash 

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17685511
  
  I am rejecting this response because:  I & J is saying that I didn't give them time to check the engine light when I brought it in for the oil change.  That is simply NOT true.  The check engine light was the primary reason I brought it back into them in the first place.  Also, it was my day off, so I was in no rush to get to work on that day.  When I called I & J to bring the car back to them, it was for them to check their work and see if it was the cause of the light being on.  They assured me that there was only one way to install a fuel tank, so they were sure it wasn't their fault but they would be more than happy to check it.  I brought the vehicle in and waited for them to check everything and change the oil.  They informed me that the car was ready.  I walked out to the garage and asked the mechanic directly about the check engine light.  The mechanic informed me that it was because of a leak in one of my lines.  That was I & J's opportunity to fix the issue, and they didn't do it.  Yes, I had already made an appointment with ******* but I would have cancelled it if I & J had fixed the issue when I brought it to them first.  It shouldn't take almost $300 in tests from ******* to determine that it WAS the fuel tank, for I & J to finally go in and fix it when I had already given them the chance to.
  
  Sincerely,
  
  *********************