Complaints

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• Initial Complaint

  Date:09/05/2023

  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 had a timing belt kit put on my wife's car May of last year and now parts of that kit are failing that should be under warranty but this gentleman is telling me that he never changed them because it was a maintenance timing belt which didn't require replacing the phasers that were part of the kit now he would like me to pay $1,500 again for him to fix the stuff that he should have already fixed also last time he did my timing belt they broke the coils on my car so when I picked the car up it wouldn't run then I had to drop the car off for 2 weeks for him then to hit me with another bill for coils that he broke now he is trying to charge me to pick up my car even though he is done no work to it and told me without working on your car or taking it apart I'm 95% sure this is what's wrong but since I wanted to use a good mechanic and he is not fixing my car under warranty which I assumed he would he now wants to hold my car hostage which is totally unreasonable

  Business Response

  Date: 09/12/2023

  To Whom It May **************** have attached documentation to authenticate our findings for this complaint.  

  We do provide 2 year/ 24,000 mile warranty on parts and labor which ever expires first on all repairs.  We originally replaced  water pump, timing belt kit, brake rotors, brake pads, valve covers, and other miscellaneous fluids and clamps.  The timing belt kit comes complete with the belt and tensioners as shown in the first attachment.  This kit does NOT come with any phasers nor would you replace these phasers as part of this job.  I'm not sure where **** is getting the information that the phasers are part of the kit, but they are not. 

  At time of repair the vehicle had ******* miles this was on May 5, 2022.  He called stating that it was misfiring intermittently.  No check engine lights were on nor were any codes found, but we replaced cylinder #2 spark plug. on May 10, 2022.  He called again stating that it was doing the same thing; misfiring intermittently.  Still no check engine lights were found, but there was still misfiring on #2.  We agreed to replace the coil for #2 at no labor costs to them.  Again this was an intermittent issue.  We only charged them list price on the part.  The coil was not broken, but we  believe it was failing intermittently.  We completed this repair on May 13, 2022  Mileage was 109,232.

  Recently **** called and stated that a mechanic told him that the timing belt had jumped and he needed to take it back to where the belt was replaced.  After diagnosing these concerns, we found that the timing phasers had failed and needed to be replaced. Mileage at this time is 137,688. 

  When we called, **** was adamant that these phasers were part of the kit and he was so upset that we were not allowed to explain it to him.  He believed that we were lying to him and he wanted it fixed.  We do have diagnostic fees of $129.01.  His wife called an apologized for his attitude, so we went ahead and waived these fees for them.

  We are so sorry for these diagnoses and would proudly stand behind our warranties if they were in play. 

  The mechanic did want to add a couple notes or for clarification.  When **** called stating that it was misfiring intermittently (in the 2nd paragraph) it was shortly after the initial repairs were completed. 

  When **** brought the vehicle in thinking that the timing belt had jumped (this last time/3rd paragraph) there was a very loud noise coming from the engine compartment at start-up.

  Thank you!

  Business Response

  Date: 09/12/2023

  To Whom It May ****************** mechanic did want to add a couple notes or for clarification.  When **** called stating that it was misfiring intermittently (in the 2nd paragraph) it was shortly after the initial repairs were completed. 

  When **** brought the vehicle in thinking that the timing belt had jumped (this last time/3rd paragraph) there was a very loud noise coming from the engine compartment at start-up.

  Thank you!