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:07/20/2022

  Type:Customer Service 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 truck in on June 21, 2022 for service my air conditioner was not working they called me and said it was ready on 6/22/22 I picked the truck up when I left the establishment it was working on 6/24/22 it went out I call Express car care to let them know it had stopped working there was no answer I then went up there on 6/25/22 and spoke with a ********** who say yo bring it in on that Monday 6/27/22 but I took it on the next day so heres the thing they say they could fix it I paid $2,293.75 when I took it back to them now they are saying that it will cost me another $2500.00 for them to fix the same problem which they didnt fix in the first place I dont have that kind of money and if they couldnt fix it in the beginning they should have told me they have a slogan *********** RIGHT OR ITS FREE I just want my money back that way I can go take it some place else to have it done correctly please help this is so unfair and I still dont have any air and they want me to pay again for the same problem what Im requesting is a full refund I put it right here because it wouldnt let me select at the bottom

  

  Business Response

  Date: 07/20/2022

  **************** did bring his vehicle in on 6/21/22 to have his ac checked for not working and his belt squealing.  We found the ac compressor on his truck was not operational. We advised **************** the ac compressor, ac condenser, and accumulator would have to be replaced.  We advised **************** at that time, there is a possibility the evaporator core could have a leak (stated on his receipt). After completion of the ac compressor repairs, we verified the ac was operational and did not detect any immediate leaks.  **************** returned on 6/27/22 to have the ac rechecked. We rechecked the ac and detected a leak from the evaporator core. We advised **************** the evaporator will need to be replaced and requires the removal of the dashboard.  **************** declined the repair and picked up the vehicle. The parts we replaced on the vehicle carry a 12 month/12,000 mile warranty.  The evaporator core was never replaced and therefore we cannot issue a refund.  The evaporator is a separate needed repair in which **************** was made aware of the possibility of needing before any repairs were done to his vehicle.  We would be happy to assist **************** with a possible discount on the evaporator replacement if he wishes.  Thank you for your assistance in this matter.

  Customer Answer

  Date: 07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,when I took the truck in the first time ********* said that the evaporator core may have a leak but there was no test to determine there was a leak at the end I still have no air and Im out of $2300.00 dollars the the company said that when I bought the truck back in for the second time they detected a leak in the air conditioner but they had already performed a test and determine there was no leak h, can that be I still have no air and out of money and the only thing they want to do for me is a discount and recharge me again for services they should have done in the first place I feel like they saw me coming and took advantage of me again nothing is working on the truck 
  
  ***********************
  
   
  

  

  Business Response

  Date: 07/21/2022

  As stated on the receipt, there was no leak detected from the evaporator core at the time of completion of the compressor repair. The leak took a few days to present itself.  The customer was made aware of the possibility of further repairs that might be needed and chose to proceed with the initial repair.  Even if the leak would have been detected immediately after the compressor was replaced, the evaporator would have needed to be replaced.    The ac compressor had failed and would not come on, therefore, the ac compressor had to be replaced to go any further.  The money spent on the ac compressor job had to be done to get the ac operational.  My offer still remains to provide a discount on the evaporator replacement, but will not issue a refund for the ac compressor replacement.