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:06/05/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  May 29, 2023: We took our Suzuki Grand Vitara to Wal Mart Middletown for an oil change. We had driven to Fort Knox from Louisville the day prior in this same vehicle. I give this detail to show HOW FAR and the CONDITION of our engine. Our car was STILL OPERABLE AND DRIVABLE. At his check up, it was suggested that we have a certified mechanic look at a possible oil leak, though there was NOTHING leaking from it. It was running SMOOTHLY WITH NO SOUNDS OR SMELLS.
  May 30 2023: Our car was taken to CHRISTIAN BROTHERS AUTOMOTIVE CRESTWOOD to have their mechanic "LOOK AT OUR CAR" to see what was wrong.
  May 31, 2023: We got the call that our car was ready for pickup, and that it would cost us $170.25 just for that LOOK. We trusted that they said everything was fine.
  June 02, 2023: We drove our car for the first time since getting it, and as we press on the gas pedal, a loud clanking noise and popping sounds were heard from our engine. We immediately turned around because we knew it WASN'T SAFE to drive now. We were SHOCKED! THIS IS NOT OUR CAR THAT WE GAVE THEM.
  June 02 2023: Our car was taken back to them after my husband spoke to the manager *****. He assured my husband they will fix it and return my car the way they got it.
  June 03, 2023: Picked up our car. The auto shop is close to our house so when we picked it up, it was almost closing. Upon driving it around AGAIN there was now no popping sound. Instead, there is a BURNING SMELL, AND A LOUDER CLANKING NOISE that my whole neighborhood can now hear us coming down the road.
  June 05, 2023: contacted ***** AGAIN, yet he "claims" that all they did was clean the engine. On their report/RECEIPT that was given on the invoice, they ADMITTED: "AFTER CLEANING NOTED VEHICLE IS RUNNING POORLY WHEN TRYING TO DRIVE VEHICLE." So in other words, my vehicle was running FINE, BUT AFTER CLEANING, IT WAS RUNNING POORLY.
  Any grown adult will recognize that if it doesn't sound right AFTER cleaning, it means something was DAMAGED.

  

  Business Response

  Date: 06/12/2023

  We brought the vehicle back in for a second time and found that the catalytic converters were plugged, causing the poor acceleration and clanking noise underneath.  While there is nothing we could have done in cleaning the oil off of the engine to have caused a catalytic converter failure (if this were the case then all catalytic converters would fail whenever cars are driven in the rain), we determined that the right thing to do would be to replace these converters for the customer. We also recharged the air conditioning while we were working on the exhaust since we had the system apart and it was low on freon. We test drove the vehicle again with the customer and she said she was very happy with the performance and that she would be withdrawing her complaint right away.

  Customer Answer

  Date: 06/12/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. I had filed my complaint after getting nowhere with the shop manager, and after hours of leaving my number for the owner. After my complaint was filed, *** ****** reached out, and we had an agreement that he will fix my car and return it the way it was before the incident at NO COST to me. In return, I would remove my complaint. He had kept his part of our agreement, and I will keep my part by withdrawing my complaint against his business. Yes, they not only towed my car back to the shop, replaced the converter and gaskets, and made my AC cooler than before. My car is now working normally like before, and I am very satisfied with the way this incident was handled. I would like to thank *** ****** and his manager for the kind welcome I received when I went there to pick up my car. Also, for being an honest businessman. He has restored my trust in his business.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  
  

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