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:12/27/2024

  Type:Service or Repair 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.

  I wish to close the complaint we have set up. We have set out and made an agreement. I am happy with the agreement. They have given me an automobile, and I am satisfied with that. That is equal and value

  Business Response

  Date: 02/18/2025

  Good morning and sorry for late response due the personal situation for our staff 

  After many conversation and motions for both parts this case is already close, we get a satisfied solution for our client and he is happy now,

  Thanks 

  Yl

  Customer Answer

  Date: 02/18/2025

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/19/2023

  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.

  Hi , 

  I am requesting $3989.24 back. As the job was never completed after they had my car for a month. The job was done wrong the first time and it went back the next day they charged me for a part that messed up because the job was done wrong. When I brought my car to them , my car was running fine. I keep up with my car I was just having trouble with the heat not getting hot enough. After them having my car for  month a no resolution as they wanted to charge me an additional 1000. I got my car towed to another shop and the replaced the same part Pena said they fixed and now my car working. I paid for a rental for the whole time as Pena guaranteed my car after a week but took 1 month 1 week and still noting fixed. I reached out to them for reimbursement they said they would give me 300 back and I had to bring them the thermostat back. I said no I wouldn't take only 300.  Pena auto also had an unlicensed machinic that's still in school wok on my car. I never agreed to that she told me Pena was a electrical machine that specials in ***. I just want my money back. 

  Customer Answer

  Date: 01/03/2024

  Hi,

  I am looking for a total of $2393.74 for the repairs to fix my heat that wasn't done. I am also looking for the second job done dude to a tube messing up for not being dome correctly. attached find both receipt from Pena. I paid a total of $2393.74 . Could I request for car rental ? if not just repairs totaling $2393.74.00 

  Business Response

  Date: 01/18/2024

  Due to the complaint by Ms. ************************ just as if we were expressing this to her, SHE IS RESPONSIBLE FOR HER OWN DIAGNOSIS (a diagnosis she brought in/ heater core) document we will show for you to acknowledge of the situations and problems the car had. After the job was done, her car presented different deficiencies, reason we did the corresponding diagnosis which showed she had  many problems including engine cooling system (code 20A701, this code is related to the overheating issue) for this reason we recommended the client to change the thermostat, radiator cap, cabin filter, and thermostat hosing to improve the car's development, process she APPROVED according to conversations between us, after that, her vehicle was brought into our shop, the moment she brought the car, she said that her car was presenting problems of temperature and it was checked at no cost. that her car actually had deficiencies with a sleeve that connects from the radiator all the way to the engine, images were sent to her via text message and then she approved for us to continue with the work on her vehicle, paid and received satisfied her vehicle; until we received an invoice from her where she expressed the change of parts in another auto repair instead of coming back to us to replace those parts without any cost for presenting warranties from our suppliers. at the moment, this event happened to her vehicle, ************* should return to our shop or call us for her vehicle warranties.

  The PLAR team would like to express to ************ that we'll gladly DO A REFUND BASED ON THE COST WE GAVE HER not because of what she was charged at the place she went to due to the fact she did not give us the chance to examine and determine the problem. it was something from the factory. We'd also like to let her know that she has to bring in the parts we put in her vehicle for us to claim to our suppliers, because it was a factory defect, not a technical issue and with that we can claim as well, the credit to the all the suppliers, not affecting her immediate refund for the job done, AGAIN, based on the cost we gave her.

  ATT:

  PLAR team

  Customer Answer

  Date: 01/19/2024

  If you look at the paperwork from the dx that's from there company the address is whited out and that did not come from me. I don't have a dx machine and have a text where she send me that diagnostic. so again its a lie i never brought dx clearly I wrote call me and check my heat not saying have an attached dx . i asked her to check the heat so if the dx said pump why wouldn't they change the pump and do extra work that didn't fix the heat. bottom line is the heat was the issue and wasn't resolved. I brought the car to another place they replaced the same part Pena said was the issue . when the part got replaced they heat works just fine now. 

   

  Customer Answer

  Date: 01/19/2024

  That is a lie that i brought my own ** as I didn't have a diagnostic done at another place. Pena auto was the place that switched my heater vent prior to this. I have attached proof in the first email I signed requesting them to just check the heat and give me a written quote prior to. I was given an amount and forced to pay. My Prior thermostat was working and never gave me issues it was the hot air wasn't blowing out. I was driving the car daily prior to and keep up with matinees. I will not give the part back unless i am also being reimburse for the part. Not to mention the fact that in attached picture of first email Pena state another un licsend mechanic worked on my car. I don't car about the attached dx they created because I requested my heat to be checked. I am looking for reimbursement on the thermostat and for the hose as the hose damage was part of the defected thermostat they put in. I never signed that last dx and I have proof of that also on camera she ripped original paper she gave me and tried to have me sign another paper and I declined. I did give them enough time to check the car after 31 days I had to get someone else to fix it. Pena is not writing a dollar amount they are willing to give back so I wont agree to it as I don't know what I am agreeing to. they have had several complaints and fraud work. all i am asking is for my money back and the work for the hose as I should have not been charged. per text attached she says I wont have to pay but then was charged to take my car off lot. 

  Customer Answer

  Date: 01/19/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  i would like rebursment from the thermostat work and the ****** from the hose that was damaged due to a fault thermostat they replaced. 

• Initial Complaint

  Date:06/15/2023

  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.

  The consumer has indicated their desired resolution is for the business to repair the vehicle. d almost $400 extra for. The junk yard where I purchased this engine only gave me some of the money back for the pieces that came in either broken or didn't come in as part of the accessories. After all this mess and stress over this car I've spent over $10,000 on I finally get to pick up my car around 05/09/2023. My oil pressure sensor light was on at the time of me picking up the vehicle. They stated I just need to replace the oil pressure sensor. They even told me to drive the car until that light came off which it still hasn't come off as of today 06/15/2023. I drove my car out at least hours away that next weekend to have my check engine light immediately come on. I had about 4 codes pop up on the computer. I feel like all this money I've spent to repair my car and I just feel like my car was not getting repaired how it was really supposed to. This lady from the repair shop even made me apply for a loan to help me pay off the engine replacement cost. She lied to them upon applying and stated I was purchasing rims and tires for my vehicle. When in fact the reason my car was there was for an engine replacement job. I've been through h*** with this lady I feel like they didn't really do what they had to do on my vehicle given they had my car in the shop for more than 3 months. Which to me is just ridiculous and unprofessional. On top of that I asked for receipts to the spark plugs being replaced she refused to provide me with those and instead came out showing me physically some spark plugs that looked really worn. Which in fact how would I know if my spark plugs got replaced if I wasn't provided receipts for them. My car has since been leaking oil, Low on oil levels, I've had to keep buying oil because my car is leaking lots of oil. My oil pressure light is on, also I have a check engine light. I sacrificed everything I had to replace my engine on my car, and I feel like I was just played with. I do not trust this auto repair shop. I really need advice on how to go about this whole situation. I also had other pieces that came broken such as an ERG hose that is discontinued and I don't know what the shop did to get that hose put on while being broken. She has lied to me about various things. I even had to pay money out of pocket for other repairs that "didn't have nothing to do with them" as I was told. I really can't afford to have my car engine get damaged again because a shop like this one take customers money and really don't know what they are doing to people's cars. I can literally write a book about my experience with this auto repair shop. On top of all this they returned my vehicle to me with no air conditioner. So, there are various problems with my vehicle right now after having paid them almost $***** including my loan that was basically a lie and also me having to pay them money on top for other repairs that didn't contain the engine part of it. I am a young girl that lives check to check and can't just have them get away with this at all. I really struggled to get my car repaired. I really rely on my vehicle.

  Business Response

  Date: 07/01/2023

  Dear *********************************
  
  
  We apologize for any inconvenience caused and thank you for bringing your concerns to our attention. We take customer feedback seriously, and we strive to provide the highest level of service to all our valued clients.
  
  We understand that you had an issue with your recent visit to our auto shop, and we sincerely apologize for any dissatisfaction or frustration you experienced. Our team is committed to resolving the matter promptly and ensuring your satisfaction.
  
  To address your concerns, we have initiated an internal investigation to identify the root cause of the problem. We value your feedback as it helps us identify areas for improvement and make necessary adjustments to enhance our services.
  
  Please be assured that we are committed to rectifying the situation and ensuring that it does not happen again. We will reach out to you shortly to discuss the matter further and find a suitable solution that meets your expectations.

  Remember, ******** you order car engine from an third party source. we do not issued returns or refunds from parts order from the clients. we will provide the receipts of the parts you order to fix your vehicle. also, the company paid multiple parts in which you did not pay to the auto repair. we will submit every paperwork including every single receipts paid by us and also, your receipts. for immediate acknowledge and review for the BBB team. again, we do not refund or give no warranty to parts order by the client. and we did not charged the client labor from our mechanics time, the took to resolved this issue. she was an old client from this auto repair. she came back after one year to have her car being checked by our mechanics for the same reason she came back.

  
  Once again, we apologize for any inconvenience this may have caused you and appreciate your patience and understanding. We look forward to resolving this matter to your satisfaction.
  
  
  Sincerely,

  Pena Lopez Auto Repair

  
  

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20190901
  
  I am rejecting this response because: My car is still currently leaking oil from I believe the oil pan that Pena Lopez Auto repair stated they replaced with my old engine. (She even stated to me that she would put silicone around the oil pan to stop the leak, when in reality you cannot just apply silicone as it will begin to leak AGAIN) Also, the receipts from *************** I did NOT receive ANY copies from her regarding purchasing parts for my car through the ***************. By law you are hereby to provide the client with ALL proper documentation after the car has been repaired, which didn't happen. Bold example of this is if I was to go to Audi dealer bring my car for an engine swap and not get proper receipts at the time of pickup. But I then happen to go with a complaint and all of a sudden, they provide receipts that were not even given to the customer beforehand. I do NOT believe this lady and so these receipts she uploaded should NOT be used as evidence or proof of what was done to my vehicle. All I want is for them to repair what's causing my oil leak on my vehicle. Also, my car's AC just stopped working the day after I got my vehicle back. It's been hot days it is not fair for me to suffer with no AC because they failed to provide their best customer service to me as a customer. This lady took almost 4 months having my car at her shop to replace my car engine. She even tried charging me double the price on top of the $2,200 she got paid for through the loan. So, the reason I wasn't charged for some of the labor is because she knew she was TOTALLY wrong for taking that long of a time to replace my engine. She picked and chose when to repair my vehicle. Also most Importantly took away 4 months of my engine's warrantee. For my car to be at a shop for almost 4 months and still be given back to me with oil leaks, no ac, is just so unprofessional, non-caring, and disrespectful to me. I would ask that my oil leak get repaired (The correct way), and my AC get looked at as to why it just happened to stop working the very next day after picking up my vehicle.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20190901
  
  I am rejecting this response because: I shouldn't have to pay a fee when my car was given to me leaking oil, check engine lights on, plus it had no AC the very next day. I ask that they at least cover the costs for my oil leak very IMPORTANT as I have been spending lots of money on oil since I took my vehicle from Pena Lopez Auto Repair. I have spent enough money to get everything else done with my vehicle especially when thy failed to provide good customer service. I will purchase the hose and the oil pressure sensor. I do request that Pena Lopez Auto Repair fix my AC problem regardless of the situation and also fix my big oil leak on my vehicle. I was told by ************************* after explaining my situation with **** Lopez and they feel like I was treated very unfair and also stated that it wasn't supposed to occur the way it did. They understood my frustration and even gave me an extra refund to be able to purchase both parts that were damaged. So, I ask that they cover the costs for my oil leak and AC problem as my car was NOT supposed to be leaking oil after a engine replacement which falls on Pena Lopez Auto Repair. I will pay for the labor to replace the *** hose and the oil pressure sensor. I do refuse on paying for anything else. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/12/2023

  we carefully reviewed your complain and considered all the relevant information provided. after through examination, we ask the client to order herself the pressure sensor for the engine. also, we charge the ** again to correct your air conditioner problem; if something else is wrong with the system we immediate let know the client about the issue. we spoke with the client the part needed for her vehicle wasn't available with the Audi dealership. because the part is discontinued from the manufacture and she was aware of the situation at all time. also, we spoked to the client to see if any ****** had the part to better help. however, is has been impossible until now.

  The client is aware because she told us she call multiple Junkers in the area to find the part for her vehicle. we as company look to assist her and help her. but, she needs to understand our time has a cost and we can charge a very little cost for labor to help her. just has is shown in the invoice sent to BBB manufacture has a different price for dealerships and autoshop. client needs to understand the price of the same part from a company is different to a dealership than a person buying just one unit because dealership or autoshop do purchases in volume. client needs to understand we charge parts the same as market value.

  Finally, we can collaborate with her. she can purchase the parts herself and we can charge her low cost for labor. 

   

  thank you, we look forward to assist you 

   

  sincerely,

  Pena Lopez Auto Repair

  Business Response

  Date: 07/19/2023

   

  As we said before we don't have any problem to help ***********************************,

  We agree to CHECK the ** and the oil leak from the oil *** without cost, but if something extra that is no relative to the job that we made before we are going to considerate the cost for labor for ***************** but she needs to understand it can't be for free.

  We always do our best for our clients and at the same time our clients have to understand what responsibility for each part 

  Thanks 
  

  Pena Lopez Auto Repair