Complaints

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• Initial Complaint

  Date:11/29/2024

  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 have some engine issues I took the car up to the automotive shop they diagnosed it as a timing chain issue I had them fix that for $2,000 got the car back it came back with the same code plus another code I took it back to them they said it was the oil pump I put a down payment for the oil pump just to come back and they said it's not the oil pump I need a new engine and now my car doesn't start I took it to them and it started now they have to tow it back. I don't know where the issue happened but they're trying to give my car back to me worse than when I took it to them. And it only offered me a refund of the job for the oil pump not the timing chain. I want the refund or at least the labor refund from the timing chain and the oil pump.

  

  Business Response

  Date: 12/04/2024

  Referenced vehicle is a 2012 ***** Malibu with an EcoTech engine with ******* miles. We uncovered that the vehicle was not maintained with proper oil changes as well as continued driving on several diagnosis of bad timing over the span of 7 years (See photos).  
  1/6/2017: Vehicle came in with check engine light. Diagnosed as needing timing chain repair. Customer declined repair.  
  8/29/2024: Customer brought vehicle to shop with check engine light on. Diagnosed with timing codes. Timing actuator was not reading. TRACE Auto recommended complete timing set. Customer declined the repair. It was noted on the invoice that continued driving of the vehicle would cause catastrophic damage to the engine.  
  11/8/2024: Vehicle came to shop 2 months after timing chain failure diagnostic on 8/29/2024. Customer brought vehicle in to have timing chain replaced. Oil change was performed as part of the repair. After repair, vehicle passed test drive and customer picked up on 11/19/2024.  
  11/20/2024: Customer brought vehicle back with timing codes, oil pump had a screeching noise, oil filter was crushed and oil was low and black. Shop recommended new oil pump as original was filled with carbon. Upon installation of oil pump, proper oil pressure resumed. Upon running for a few minutes, new pump began to **** up oil from pan and motor and debris clogged pump, causing loss of oil pressure and catastrophic engine failure, resulting in engine locking up.  
  As a goodwill gesture, TRACE Automotive refunded customer cost of timing chains and components that were replaced on last visit, despite that the customer was well aware of the issues and neglected recommended repairs. Amount refunded was $668.82 via check and an additional $400 that was the customers cash deposit totaling $1068.82. Customer agreed with the why the engine failed that was no fault of TRACE Automotive and agreed to the refund amount. TRACE Automotive offered to tow vehicle; customer declined.