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:07/17/2023

  Type:Customer Service 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 brought my vehicle into this automotive shop on 7/13 and requested an AC Repair since it was blowing hot air. I was quoted a price for the work and agreed to have the repair completed. I was called by the Owner/Manager on the evening of 7/13 and told that the work was completed and I could pick up the vehicle. I picked up the vehicle on the morning of 7/14 and paid the charge. When I went into the vehicle to leave, I noticed it was blowing hot air (no cold air at all). In fact, the air temp was exactly the way it was when I dropped it off on 7/13. I went back inside to speak to the associate who pulled it back in the garage. I was then told that there was a hose leaking and that it would be an addtional $380.00 to fix the AC. To reiterate, I never left the parking lot and the cold air was never restored as promised when I dropped it off at the garage. The Owner/Manager made no effort to negotiate costs or provide a refund for the failed service. He offered no compromise or alternative for the service that was not delivered. My cheif compliant was that I needed the Air conditioning repaired; meaning, I needed it to blow cold air. They quoted me a price to fix the problem which I agreed to. They even told me it was repaired however, when I arrived to pick it up, the Air conditioning was in the same condition as when I dropped it off. I did not hire the garage to trouble shoot, experiment or to simply make a diagnosis, I hired them to fix the Air conditioner so that it blows cold air which did not happen. They took my money without providing me with the service that was promised. I am shocked and disappointed that I trusted this garage and they dismissed my concerns and expected to be paid for a service that was not rendered. I believe that when a mechanic makes a determination about a service, they should stand by their work. I asked for cool air and left with hot air after paying them for a repair of the AC.

  Business Response

  Date: 07/17/2023

  The vehicle was brought in for the A/C system not working. We found that the system was empty and advised the customer that we needed to charge the system with Freon and add a yellow dye to check for leaks since Freon only leaks out. No leaks were found at this time and advised customer to drive it for a week and bring it back to check it over for leak. The vehicle sat in our parking lot overnight. Customer picked up the vehicle the next day and said the A/C was not working. We pulled it in and found the low side hose from the compressor to the evaporator expansion block leaking. We advised the customer that the low side pressure hose only has 30psi in it when the A/C is on and the High side pressure hose has 225psi. After A/C system is shut off that both Low & High pressure hoses equalize to around 120psi and that is when the low pressure hose leaked out enough Freon that the A/C did not work properly. We advised customer of the price to replace the Low side pressure hose. $380 part & labor only and that we would cover the charge of the Freon that leaked out and not charge to evacuate & recharge the A/C system again. We also told him that this would be the same price if we found the leak at the time of service or when he came back a week from now.

  Customer Answer

  Date: 07/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Lets start from the beginning. When I went into this business I asked for an Air Conditioner Repair as my vehicle was blowing hot air. I spoke with the owner and told him that I would be selling the car in the near future and didn't want to spend to spend too much money for that reason. The Owner/ Manger was informed of this when we discussed the repair and after looking at the vehicle (the morning I dropped it off) he stated that he could restore the AC to blow cold air for approx $200.00 which seemed like a reasonable price to fix it. During this conversation there was absolutley no mention of this service being a "Diagnostic or Test" for $200. I was told that it would be an AC Repair that would restore the cold air. We even had a mutual understanding that as long as it "blows cold air" that would be a fair price. I agreed to the repair and later that day the Owner/ Manager called me, specifically stated the AC was fixed and I could come pick it up. When I arrived early the next day to pick it up, I paid the receptionist cash as promised. I walked out to my car and started it up. You can imagine my disappointment when I turned on the AC and it was blowing HOT AIR just as it did when dropped it off! I went back in the shop and an attendent pulled the car back into the garage. Within a few minutes, they came out and told me a hose must have leaked and it would be another $380 or so to repair it even after assuring me the day prior that it was fixed. The fact that something leaked or a hose was found to be bad the next day is irrelevant since they quoted me a price to do the initial repair and actually told me over the phone that it was fixed. As far as I am concerned, they did not complete the AC repair as promised and quoted. I was astonished to learn that this business believes that they should still recieve payment for returning the car to me with the AC NOT repaired as promised. It appears to me that this business made an innaccurate assessment of the AC repair from the beginnning and now wants to cover their tracks by making excuses. The car was in their possession, they quoted me a price to be fixed, told me it was fixed and when I got there it wasn't repaired! Who takes responsiblity for this? Is the consumer responsible for the incompetance of the business owner who is supposed to be able to make an accurate diagnosis and repair of the problem? We take our vehicles to the Mechanic to repair them not to receive misleading and confusing information. I was satisfied with a repair of $200 considering my budget however, had I known there would be addtiional fees of almost $400 or more, I would have never agreed to the repair. As for telling me to "drive the car for a week"...I was not at all informed of this until after I went in and complained that the AC was not working. It wasn't until AFTER I went back into the office to inform them the AC was blowing hot air that I was told to "Drive it for a week." It must be emphasized, I had not even driven this vehicle off the lot when I discovered the AC was not working and blowing hot air. I believe this business misled me and tried to lure me into a larger repair than was agreed upon. I was promised to have the AC repaired and when I picked it up it was exactly the way it was when I dropped it off. This was a failed service and I believe Wilhelm Automotive should take responsiblity for what happened. I believe I am deserved a refund for the service I was not provided with or as promised. A reputable business would stand by their work and word which did not happen in this instance.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 07/20/2023

  We stand by our original statement.