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:12/20/2023

  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.

  Spent $5,724.57 on repairs for shop to tell me afterwards my engine has rod knock and I need a whole new engine.on 10/03 I get an oil change completed by here , it gets completed and they complete the multi point inspection and everything appears to be fine. I go to work and put my car in reverse and automatically dies and doesnt turn on. I have to spend 170$ now to have it towed back to the shop who did the work. They now tell me I need to replace the water pump, power steering pump , starter, and serpentine belts. 3000$ all spent, 2 weeks later they tell me there's still a noise near engine area and I need to spent another 2700$ on replacing the timing chain. I decide it is what it is and I go ahead and do it. After spending all that after weeks of not having my car and being promised its gonna be ready to go after having the timing chain fixed. I get informed that I need to replace the entire engine due to rod knock … I’ve never been screwed over this bad and it seems they didn't properly diagnose it to be just replacing all these parts at my expense to finally only tell me I need a whole new engine. If all these parts were bad they could have just told me at the multi point inspection when doing my oil change to begin with.

  Business Response

  Date: 01/08/2024

  Our technician indeed misdiagnosed the vehicle and we already proactively provided a refund to the customer prior to receiving this notice.

• Initial Complaint

  Date:08/07/2023

  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 car to this they said would use my part but said its not right part so they order a part duty solenoid but l need a shift solenoid to turn on transmission.pick car up 8-1 -23 and light came back on the next day . I call him he said he put the right part on and was going to fix my car. I took the car to the another place and the same code shift solenoid E.

  Business Response

  Date: 09/14/2023

  Customer came to the shop requesting that we install "Shift Solenoid E" which the customer provided. The customer informed the shop that someone else had diagnosed the problem and advised that Shift Solenoid E needed to be replaced. To be clear, the customer was offered the opportunity to have Airpark Auto Pros diagnose the problem with her car and declined. The customer requested that the shop not provide diagnosis and to only install the customer-provided part.
  
  The customer was then informed that the part provided by the customer for installation was not a part for the customers vehicle. The shop then offered to get the correct part for her vehicle from ****** the manufacturer.
  
  Upon lowering the transmission pan to install the part, the technician noted that the transmission pan and fluid had metal flakes, indicating that replacing the part, as requested by the customer, may not fix the root issue. The customer was notified. This was also noted on the estimate, inspection report, and final invoice, including photos. That invoice is attached as a PDF and can be found at this link, which was provided to the customer via text on 7/28/23 at 9:08am and viewed by the customer at 9:09am.
  On 8/4/23 the customer informed the shop that the warning light came back on and sent a photo from a consumer-grade engine scanner that noted a code mentioning a Shift Solenoid E error. The manager reminded the customer that in the Inspection Report the Technician noted that he found metal flakes in the fluid and pan, which often indicates an internal transmission issue.
  
  The customer then volunteered that the part was the wrong fix, and said "I have so many solenoids and probably was the wrong part". Note that the part being replaced was the one requested by the customer (Shift Solenoid E) and was provided directly from ****** The customer declined having the shop diagnose the real issue and instructed to just replace the part. Still, the shop informed the customer that installing the solenoid may not fix the problem and the customer instructed the shop to replace it any way.
  
  The shop performed the service requested by the customer (to replace the part only) and cannot be liable for a diagnosis done by another person or shop. Additionally, the shop went above and beyond to inform the customer, including noting the metal flakes with photos on the paperwork.
  
  All estimates, invoices, inspections, photos and text messages to validate the above are attached. The link that was sent by text message to the customer can be viewed here: ********************************************************************************