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:08/18/2023

  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 had paid Rogers Automotive $464.35 to repair a front crank seal that was leaking oil last Summer. I went to another mechanic to get another repair and they told me that my car was still leaking oil from the front crank seal that I had recently repaired. They also told me that the lower timing cover needed to be replaced because it was broken, and it was *****-ringed to stay in place. They told me that this would have to be removed in order to fix the front crank seal. I took my car back to Rogers Auto and they told me the seal was not leaking. They now tell me that the leak is coming from the oil pan gasket. I thought this was odd since when I first brought them my car that's where I thought the leak was coming from originally, and they told me it was coming from front crank seal. I then went back to my friends mechanic who replaced the oil pan gasket which was well over 30 minutes away. They looked over my car and said it was leaking from the front crank seal which was never fixed properly by Rogers. They provided me with a video which I will attach. In conclusion, I paid Rogers Automotive to fix the oil leak coming from the seal and it was never fixed. I went to them a second time and they refuse to admit the leak was coming from the seal. I had 2 mechanics tell me that the repair was not done properly. I spent a lot time, money, frustration and even had to take time off of work to resolve this. This all could of been avoided if Rogers Auto did the right thing, and fixed the oil leak that I paid them $464.35 to fix.

  Customer Answer

  Date: 08/29/2023

  I have not heard from the business in response to my complaint. Please try and contact them again. 

  Business Response

  Date: 09/11/2023

  We are in the processed of reviewing the complaint and have reached out to the customer directly 
  to get more information and to resolve this issue. Again, thank you for your assistance.
  
  ***** Velozo
  Office Manager

  Customer Answer

  Date: 09/15/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hi ******,

        I was advised to communicate with you through BBB.  I have attached Rogers original bill and other mechanic's evaluation as you requested. The video and picture that is attached in the original complaint was given to me by the other mechanic. 

       Rogers denying that the seal is not leaking, does not erase the fact that two other mechanics have said that the repair was NOT done properly, and the car is still leaking oil. I have attached proof.  I went back to Rogers as my mechanic told me to since it was under warranty.  I went back to Rogers so they could repair the car correctly.  They talked down to me and stated that it was leaking from the oil pan gasket which he had said was NOT leaking when I first took the car into Rogers. Now, the oil pan gasket (which I had recently repaired) was suddenly leaking, didn't seem right to me.  I ask to speak to a manager, and he said he was the manager. I believe his name was ***********  

        I also attached Rogers Automotive bill which states there is a warranty on repairs, therefore I am requesting a refund on that bill as the repair was NOT done properly not only the first time, I went to Rogers Automotive, but the second time as well.  I hope we can reach an agreement and I receive a refund. If you do value and appreciate your customers as you stated in the e-mail you sent to me, this would have never happened.  I hope since you are a manager, you do the right thing here.  

   

   

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  Business Response

  Date: 09/18/2023

  I reached out to ********* and requested the receipts from the other repair shops.  
  
  The original Repair  Order Ro ***** was performed 8-17-22.
  
  ********* returned 6 months later on 2-9-23 See Ro 64289.  On this return service  we disassembled the components to access the area that we originally repaired.
  During this inspection we took internal photos of the front crank seal.  You can see it is dry.  What we replace is fine.
  
  However, we did indicate that the engine oil pan gasket was leaking... See images.  Same area, different leak.
  
  The video shows an external image of the oil pan gasket that needs to be replace.
  
  Again, we verified and confirmed there was no issue with the work that we performed.  
  
  I will reach out to ********* again.
  
  Thank you.
  
  ***** Velozo

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  Customer Answer

  Date: 11/12/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

     If what they are saying is true, that would mean my friend's mechanic (who provided me with the video) lied. I fixed the oil pan gasket at my friend's mechanic before the first time I brought my car to Rogers. They told me that oil pan was not leaking and it was the seal that was leaking. They claim now that the leak is coming from the oil pan gasket.  This doesn't make any sense. 
  
       Rogers Automotive has done nothing to resolve this issue.  They repeatedly say they fixed the oil leak when two other mechanics have said they did NOT. They are just repeating what they told me when I went to them the second time to fix the oil leak, after another mechanic looked at it and told me to bring my car back to them because they did NOT fix the seal properly. I have explained the situation in detail and provided them with a video and written evaluation from the other mechanics.  
  
       Please reach out to Rogers Automotive and ask them if they are going to do the right thing and issue me some kind of refund. If not, I will explore other avenues to see how I can receive a refund.
  Rogers Automotive did NOT fix the oil leak that I paid them to fix, and the repair is still under warranty. 
  

  
  

  Business Response

  Date: 11/29/2023

  Rogers will maintain its position that what we fixed was done correctly.  See previous images and documentation  sent.  We still have not received any  of the repair orders from all the "other shops" .  We have requested this multiple times.. Showing good faith we will send a partial refund.  We wish *********************** good luck and hope she finds one shop for all her auto repairs