Complaints

This profile includes complaints for High-End Automotive, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  High-End Automotive, LLC

  1933 Youngsville Hwy Youngsville, LA 70592-5227

  
• 

  High-End Automotive, LLC

  1400 Surrey St Lafayette, LA 70501-7752

  

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:09/11/2023

  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 took my Jeep Wrangler to High-End Automotive due to a claim filed with *********. My Jeep only had a water pump out and thermostat out. High end Automotive tore down my motor stating that I had 2 blown head gaskets. Which I DID NOT. They left my motor open with nothing covering it for 2 months and now I have a rust in all 6 cylinders, they also drained all the oil from the oil pan and disconnected the A/C compressor from the line they also took out the whole computer system as well. I now have to spend 13,000 to put in a new motor, replace and recharge the A/c, hook up the computer, and pay labor and other parts fees if they are needed. HighEnd Automotive Charged me 1,5057.00 to get my Jeep from them all taken a part. They also put the heads back on my Jeep and also offered us the specs that was needed to put my Jeep back together. Once we got my Jeep back home me and my husband took it to two dodge dealerships and both stated that my Head-gaskets were never blown.
  ********* has made it better on their part but I am wanting High end Automotive to also take on the responsibility for what they have done.

  

  Business Response

  Date: 09/15/2023

  Customer
  brought vehicle in on a trailer on June 19th with a
  complaint the vehicle was running hot and stated they had ********* Warranty. Customer advised he had changed several parts in an
  attempt to fix the issue himself, to no avail. A pressure test was
  performed and system passed test. A block test was done on cooling
  system and failed test. Pictures were taken of the test results for
  customer and warranty group. Service manager(s) contacted warranty
  group and made claim. Warranty group then requested leak down test
  be performed. Customer was advised and also advised that any work
  done that was declined by warranty would be owed out of pocket.
  Customer understood and agreed to further testing.  Cylinders
  1-6 passed leak down test and pictures were obtained for customer and
  warranty group. Found traces of fluid in cylinders 5-6 and a video
  was obtained for customer and warranty group. Contacted warranty
  group and advised of test results. Warranty group then required tear
  down to the point of failure, which involved cylinder head removal.
  Customer was again advised of next steps warranty company was
  requesting and he approved. Tear down included having to disconnect
  a/c system and several wiring harnesses/connectors in order to remove
  cylinder heads. Tear down also included draining oil as part of the
  procedure to remove timing chain to remove cylinder heads. After
  tear down on July 18th warranty group was advised and an
  in person inspection was scheduled. Warranty group advised inspector
  would be out within 24-48 hours. On same date, July 18th,
  customer was also provided a price to repair vehicle if he did not
  want to wait for warranty group. After inspection warranty group
  requested additional information from customer because the policy was
  recently purchased. Warranty group required customer to send service
  records and all receipts to them. Warranty group received the
  records customer provided and found the customer purchased BLUE DEVIL
  HEAD GASKET SEALER on a receipt that was turned in for the vehicle
  service records and at that point they deemed this as a pre-existing
  issue and denied claim. At that point customer was advised of the
  denial. Customer advised he would fight with the warranty group and
  let us know how to proceed. Customer was advised cylinder heads were
  off vehicle and we needed to know how to proceed as soon as possible
  due to engine exposure to the elements. He was also provided price
  for repairs again, which was 4955.86 for cylinder head gasket
  repairs, and that he either needed to approve the repairs or pick up
  his vehicle. At that time customer stated he could get an engine
  with a better warranty for the same price and could do the work
  himself. We did not hear back from customer and started trying to
  contact customer numerous times. On August 3rd we sent a
  message to the customer advising storage would start on August 7th if repairs were not approved or vehicle was not picked up. Finally
  on August 15th customer responded he would pick up the
  vehicle and do the repairs himself because he did not have the
  finances. Customer picked up the vehicle on August 17th. As a
  courtesy to the customer we set the cylinder heads back on the
  vehicle to help prevent as much moisture from accessing the engine.
  When customer picked up the vehicle he was very appreciative for all
  what we had done and all the time we put in with the warranty group
  to try and get the repairs covered.

  

  Business Response

  Date: 09/15/2023

  Customer
  brought vehicle in on a trailer on June 19th with a
  complaint the vehicle was running hot and stated they had ********* Warranty. Customer advised he had changed several parts in an
  attempt to fix the issue himself, to no avail. A pressure test was
  performed and system passed test. A block test was done on cooling
  system and failed test. Pictures were taken of the test results for
  customer and warranty group. Service manager(s) contacted warranty
  group and made claim. Warranty group then requested leak down test
  be performed. Customer was advised and also advised that any work
  done that was declined by warranty would be owed out of pocket.
  Customer understood and agreed to further testing.  Cylinders
  1-6 passed leak down test and pictures were obtained for customer and
  warranty group. Found traces of fluid in cylinders 5-6 and a video
  was obtained for customer and warranty group. Contacted warranty
  group and advised of test results. Warranty group then required tear
  down to the point of failure, which involved cylinder head removal.
  Customer was again advised of next steps warranty company was
  requesting and he approved. Tear down included having to disconnect
  a/c system and several wiring harnesses/connectors in order to remove
  cylinder heads. Tear down also included draining oil as part of the
  procedure to remove timing chain to remove cylinder heads. After
  tear down on July 18th warranty group was advised and an
  in person inspection was scheduled. Warranty group advised inspector
  would be out within 24-48 hours. On same date, July 18th,
  customer was also provided a price to repair vehicle if he did not
  want to wait for warranty group. After inspection warranty group
  requested additional information from customer because the policy was
  recently purchased. Warranty group required customer to send service
  records and all receipts to them. Warranty group received the
  records customer provided and found the customer purchased BLUE DEVIL
  HEAD GASKET SEALER on a receipt that was turned in for the vehicle
  service records and at that point they deemed this as a pre-existing
  issue and denied claim. At that point customer was advised of the
  denial. Customer advised he would fight with the warranty group and
  let us know how to proceed. Customer was advised cylinder heads were
  off vehicle and we needed to know how to proceed as soon as possible
  due to engine exposure to the elements. He was also provided price
  for repairs again, which was 4955.86 for cylinder head gasket
  repairs, and that he either needed to approve the repairs or pick up
  his vehicle. At that time customer stated he could get an engine
  with a better warranty for the same price and could do the work
  himself. We did not hear back from customer and started trying to
  contact customer numerous times. On August 3rd we sent a
  message to the customer advising storage would start on August 7th if repairs were not approved or vehicle was not picked up. Finally
  on August 15th customer responded he would pick up the
  vehicle and do the repairs himself because he did not have the
  finances. Customer picked up the vehicle on August 17th. As a
  courtesy to the customer we set the cylinder heads back on the
  vehicle to help prevent as much moisture from accessing the engine.
  When customer picked up the vehicle he was very appreciative for all
  what we had done and all the time we put in with the warranty group
  to try and get the repairs covered.

  Customer Answer

  Date: 09/18/2023

  
  
  Complaint: 20586658
  
  
  
  I am rejecting this response because:

  Warranty group DID NOT request a leak down test be performed. My husband requested it. Never stated that they found traces of
  fluid in cylinders 5-6. Was told there was a residue in the Coolant line. Never was informed of the Tear
  down that included having to disconnect a/c system and several wiring
  harnesses/connectors in order to remove cylinder heads in coolant line. The BLUE DEVIL HEAD GASKET REPAIR that was purchased for for my husbands MUD BOAT that was out in the marsh at the camp.  
  
  
  
  Sincerely,
  
  
  
  Elizabeth *****

  Customer Answer

  Date: 09/18/2023

  
  
  Complaint: 20586658
  
  
  
  I am rejecting this response because:

  Warranty group DID NOT request a leak down test be performed. My husband requested it. Never stated that they found traces of
  fluid in cylinders 5-6. Was told there was a residue in the Coolant line. Never was informed of the Tear
  down that included having to disconnect a/c system and several wiring
  harnesses/connectors in order to remove cylinder heads in coolant line. The BLUE DEVIL HEAD GASKET REPAIR that was purchased for for my husbands MUD BOAT that was out in the marsh at the camp.  
  
  
  
  Sincerely,
  
  
  
  Elizabeth *****

  

  Business Response

  Date: 09/22/2023

  Leak down test was requested, approved
  and done. Videos were taken of the findings and provided to the
  warranty group to try and obtain approval for the necessary repairs.
  Tear down to point of failure was approved by the customer, which
  included removing cylinder heads. We do not walk step thru step of
  each and every component that gets removed in a tear down process.
  We only obtain authorization for the tear down with the total labor
  hours needed and then we follow proper repair procedures to perform
  the tear down. We do not know what the blue devil head gasket was
  for and only going off what we were told by the warranty group as to
  the reason for their denial of the repairs.

  

  Business Response

  Date: 09/22/2023

  Leak down test was requested, approved
  and done. Videos were taken of the findings and provided to the
  warranty group to try and obtain approval for the necessary repairs.
  Tear down to point of failure was approved by the customer, which
  included removing cylinder heads. We do not walk step thru step of
  each and every component that gets removed in a tear down process.
  We only obtain authorization for the tear down with the total labor
  hours needed and then we follow proper repair procedures to perform
  the tear down. We do not know what the blue devil head gasket was
  for and only going off what we were told by the warranty group as to
  the reason for their denial of the repairs.