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:08/03/2023

  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.

  1/2/23 my vehicle was brought to the shop to have a misfire engine light looked at and they diagnosed it as needing to replace an intake manifold, and replacing spark plugs and fuel injectors. I was told I also needed to have carbon cleaning services. This resulted in a bill of $1629.18 My car was returned to me on Jan 12 and it was driven 30 miles or so and the same issue happened. The light went back on and my car stalled out. Jan 15 2023 my car went back and he diagnosed it that what they did was not the issue- I have texts to prove that is what he told me. He then proceeded to say it was a vacuum leak in my engine and my rear main seal needed replacement- $1084.13 The job was finished March 10, 2023 and was told I could pick it up. March 12, 2023 engine light went back on and car began chugging while idling. Car had gone back to the shop to be looked at again March 13. April 21, 2023 my car was supposed to be finished and they took the transmission to repair the rear main seal they did previously as it had a leak. And once they put it together again the car would not turn on at all. He had then told me he'd be looking at it that week but began avoiding texts, not being responsive and also my car has not been worked on. It has been sitting outside with the hood open (a clamp on the side holding something, and a blue tarp over it. Since April 27 I have asked them if it is something they are unable to repair and am answered with that they need to order the right parts etc but it always seems to be an excuse. I have asked for a refund on the repairs that were done since they were never completed properly and now my car has even more damage to it- the valves and cylinder head and timing chain tensioner. And when I ask I receive nothing back. I would like to resolve this by him repairing all the damages he has caused on my vehicle on top of refunding me for the repairs that were not finished properly/ in a timely manner.

  Customer Answer

  Date: 08/18/2023

  He has responded with a resolution but still currently waiting for the work on my engine to be finished. The engine in these messages ended up being bad and was sent back to his supplier and a new one was supposed to be delivered to work on 

  Business Response

  Date: 08/18/2023

  Customer is accurate concerning the extreme length of time we have had the vehicle and that is our fault. regarding the sequence of repairs that led us to where we are now, i really dont want to go into deep details . suffice to say the engine had several problems, with a large number of trouble codes in the engine computer,  some of which were related , but after initial repairs were made to repair these symptoms ( broken intake manifold, severe carbon build up, bad fuel injectors) other issues popped up which were also affecting the same symptoms but in different ways. Then during a repeat repair for a rear main oil seal that was leaking badly enough to cause a vacuum leak (also affecting engine performance, somehow the timing chain jumped and valves in the engine got bent. I am still at a loss for how this happened, despite 25 years of doing engine work on GM vehicles, but this is not a GM vehicle.  In the interests of making this go away, i have agreed to replace the engine with a used engine at our expense and refund the money paid for the original repairs, although i contend they were still necessary and that we just didnt do ENOUGH the first time. the customer has agreed to this and we ( after multiple attempts ) , have secured a used engine that passes internal pressure testing well enough to be acceptable for installation which will begin very soon.

   

  ******************; - Owner, MacRae Automotive

  Customer Answer

  Date: 08/21/2023

   
  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 as long as this is completed before the end of the month- Aug/2023
  
  Sincerely,
  
  *******************************