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:10/27/2023

  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 needed my 2006 Dodge Grand Caravan fixed due to it would not start. So I called J&R around the 4th or 5th of Sep to see if/when they could look at it. I was told by ***** the rep they had an opening on Thursday the 7th. So I contacted my insurance company to have the van towed on Wednesday the 6th to make sure the van would be there on time for the appointment time of 11 a.m. After the van was taken to the shop I had to call and make sure it arrived there. I then waited to hear news back from them. I had to call them Thursday afternoon to get an estimate and diagnosis of why the van would not start. At first, I was quoted an estimate of 287.67 for the repair on Thurs. So I continued to wait for more update calls. The shop closes at 5 pm.No other calls came so I called again Friday because they don't open on the weekend at all. They still didn't have an answer for me. Finally, I received a call Monday, Sep 11 at 3:50 pm stating the van was ready & the repair would cost 352.39. On Sep 12 about 11:30 a.m I picked up the van. It seemed to be working okay. On the 16th of Oct, the van wouldn't start again. I figured the battery had went bad, so I replaced it by the 18th. I had a new battery but it still would not start. The next day I called the shop back, and I was told they had an opening on Wednesdays of the next week. I was told they would call Monday, did not hear anything. I called that Tuesday and spoke to the tech he said he would call me right back but I called them after a few hr. I was then transferred to the owner. Who said they would come and run some tests the next day. He showed up ran a quick test, said he would be back, and never showed up. So I called today. I was told that I would have to bring it back in, they would need to do another two-hour diagnostic(which cost 200) they think the problem is in the wire harness. The first time I was told the problem was the map sensor(cost 39.99) plus tech labor (110.) I paid to have it fixed, so I want it fixed

  

  Business Response

  Date: 11/03/2023

  ON SEPTEMBER 6TH 2023, ***** HAD HER 2006 DODGE GRAND CARAVAN TOWED IN TO OUR FACILITY. SHE HAD A PREVIOUSLY SCHEDULED APPOINTMENT FOR THE FALLOWING DAY (THURSDAY 7TH) TO DIAGNOSE A NO START CONDITION. AFTER A FREE PROLIMINARY DIAGNOSIS, IT WAS DETERMINED THAT THE VEHICLE WAS MISSING THE 5V REFERENCE SIGNAL SENT FROM THE PCM TO VARIOUS ENGINE SENSORS. THIS WAS IDENTIFIED AS THE CAUSE OF THE NO START. HOWEVER, THIS DID NOT GIVE US A DEFINITIVE DIAGNOSIS. THE CUSTOMER CALLED LATER THAT AFTERNOON TO GET AN UPDATE ON THE PROGRESS OF THE DIAGNOSIS FOR HER VEHICLE. AT THAT TIME, SHE WAS INFORMED THAT WE FOUND THIS VOLTAGE MISSING AND THAT FURTHER DIAGNOSIS WOULD BE NEEDED TO TROUBLESHOOT THE ELECTRICAL CIRCUIT BETWEEN THE PCM AND THE VARIOUS SENSORS THAT WERE AFFECTED. WE ESTIMATED THE CONTINUED DIAGNOSIS TO TAKE APPROXIMATELY TWO HOURS AND BILLED 2 HOURS @ $110.00 PER HOUR. THE CUSTOMER AGREED AND WE BEGAN THE DIAGNOSIS FRIDAY MORNING (9-8-23). UNFORTUNATELY, THE DIAGNOSIS OF THE 5V REFERENCE CIRCUIT TOOK LONGER THAN ANTICIPATED. WE ARE NOT OPEN ON SATURDAY OR SUNDAY AND SINCE THE DIAGNOSIS WAS NOT COMPLETE BEFORE THE CLOSE OF BUSINESS, WE RESUMED THE DIAGNOSIS ON MONDAY MORNING. AT THE CONCLUSION OF THE DIAGNOSIS IT WAS DETERMINED THAT THE MANIFOLD ABSOLUTE PRESSURE SENSOR HAD FAILED AND WAS INTERNALLY SHORTED. THIS INTERNAL SHORT SENT THE 5V REFERENCE TO GROUND THEREFORE THE 5V WAS NOT BEING RECIEVED BY THE CRANK SENSOR AS WELL AS VARIOUS OTHER SENSORS THAT SHARE THIS VOLTAGE. AT THAT TIME THE ESTIMATE WAS REVISED TO REFLECT REPLACING THE MAP SENSOR IN ADDITION TO THE DIAGNOSIS. AFTER THE REPAIRS HAD BEEN COMPLETE AND IT WAS VERIFIED THAT THE REPAIRS FIXED THE ISSUE OF THE VEHICLE NOT STARTING, THE CUSTOMER WAS NOTIFIED THAT THE REPAIRS WERE COMPLETE AND THE VEHICLE WAS READY FOR PICK UP. THE NEXT DAY (9/12/23) THE CUSTOMER CAME TO PICK UP THE VEHICLE. THE NEXT CONTACT WE HAD WITH ***** WAS ABOUT A MONTH LATER ON OR ABOUT THE 18TH OF OCTOBER. WE RECIEVED A CALL FROM ***** INFORMING US THAT HER VEHICLE WAS EXHIBITING SIMILAR SYMPTOMS TO WHAT SHE HAD EXPERIENCED PRIOR TO US SERVICING HER VEHICLE PREVIOUSLY AND IT WOULD NOT START. AT THAT TIME THE CUSTOMER WAS INFORMED THAT THE VEHICLE WOULD NEED TO BE BROUGHT IN TO OUR FACILITY TO BE INSPECTED TO DETERMIN WHY IT WOULD NOT START. THE NEXT AVAILABE OPENING WAS THE UPCOMING WEDNSDAY (10-25-23). THE CUSTOMER WAS NOT HAPPY WITH THIS AND REQUESTED THAT WE SEND A TECHNICIAN TO WHERE THE VEHICLE WAS LOCATED TO DIAGNOSE THE ISSUE ON SITE. MOBILE DIAGNOSIS IS NOT TYPICALLY A SERVICE WE OFFER TO OUR CUSTOMERS, BUT HER PERCISTANCE COMPELLED US TO SEND A TECHNICIAN TO HER LOCATION TO TROUBLESHOOT THE NO START CONDITION. UPON ARRIVAL OUR TECHNICIAN PERFORMED A RESISTANCE TEST ON THE MAP SENSOR WHICH WAS REPLACED IN THE PREVIOUS SERVICE. IT WAS DETERMINED THAT THE SENSOR AND ITS CIRCUIT WERE IN GOOD WORKING ORDER. HE PROBED FURTHER USING WHAT LIMITED RESOURCES HE HAD ON SITE AND FOUND THAT THE VEHICLE WAS NOT PRODUCING SPARK. THE CUSTOMER WAS ADVISED THAT THE TECHNICIAN DID NOT HAVE ENOUGH RESOURCES TO DIAGNOSE THE ISSUE ON SITE AND HAD TO GATHER MORE INFORMATION BEFORE DECIDING HOW TO PROCEED. THE NEXT DAY THE CUSTOMER CALLED INQUIRING ABOUT MOVING FOWARD WITH THE DIAGNOSIS OF HER VEHICLE. THE SERVICE WRITER WHO TOOK THE CALL EXPLAINED TO THE CUSTOMER THAT THE SENSOR WHICH WAS REPLACED IN THE PREVIOUS SERVICE IS NOT DEFECTIVE OR RELATED TO THE NO START. FURTHER THE CUSTOMER WAS ADVISED THAT IN ORDER FOR US TO COMPLETE THE DIAGNOSIS, THE VEHICLE WOULD NEED TO BE BROUGHT IN TO OUR FACILITY. WE DO NOT HAVE THE PERSONAL OR EQUIPMENT TO PERFORM THIS TYPE OF DIAGNOSIS OUTSIDE OF THE SHOP. WE ONLY SENT A TECHNICIAN TO INSPECT THE VEHICLE THE FIRST TIME IN HOPES IT WAS RELATED TO THE PREVIOUS SERVICE AND WOULD BE A STRAIGHT FOWARD WARRANTY REPAIR. AFTER SPEAKING TO THE CUSTOMER ABOUT THIS MATTER, WE HAVE NOT HEARD BACK UNTIL RECIEVING THIS NOTICE FROM THE BBB. BASED ON THE TOTALITY OF THESE CIRCUMSTANCES I DO NOT FEEL THAT THE CUSTOMER IS ENTITLED TO A REFUND FOR THE PREVIOUS SERVICE. THE DIAGNOSIS WAS ACCURATE AND THE REPAIRS WERE PERFORMED COMPETANTLY. THERE IS NO ISSUE WITH THE PART INSTALLED OR THE INSTALLATION OF THE PART. WE APOLOGIZE THAT THE CUSTOMER WAS DISSATISFIED WITH THE COMMUNICATION AND WE WILL WORK TOWARD IMPROVING IN THIS AREA. IF THE CUSTOMER WOULD BE WILLING TO BRING THE VEHICLE TO OUR FACILITY AND ALLOW US THE OPPERTUNITY TO DIAGNOSE THE ISSUE FURTHER, WE WOULD BE ABLE TO HELP RESOLVE THIS ISSUE.THANK YOU IN ADVANCE FOR YOUR TIME AND EFFORT IN THIS MATTER AND WE LOOK FOWARD TO SEEING THIS MATTER RESOLVED.

  Customer Answer

  Date: 11/17/2023

  [BBB Transcription via Email]

  Complaint ID: ******** I strongly challenge and disagree with the details provided by the respondent regarding my claim. The statement given on behalf of J&R is inaccurate and does not reflect what happened during our interactions. I took my van to J&R because it wouldn't start. However, during the initial repair and follow-up in October, no one provided me with a clear explanation of what was wrong with my van. While my van was at their shop, they informed me that the issue was with the map sensor, and that was the only information they gave me about their findings. I agreed to have the map sensor fixed and paid $352.39 for the repair. When I picked up my van, I signed the estimate and paid for the repair. I expected the issue to be completely resolved and fixed, but it wasn't. However, when I returned in October for help, the van still had the same issue. Only when J&R responded to my original claim did I learn of their claimed findings and other technical information. I was not given any of this information during my interactions with them, nor was I told of any future work that would be needed to address the cause of why my van was not starting. I was also not informed that they could not correctly diagnose why my van would not start. Furthermore, the issue was a sensor, and I paid for the necessary repairs to fix it. When my van once again would not start after only a month, I contacted J&R again. I wasn't able to take my van back to the repair shop to have them check the repair they had just done. So, I contacted J&R to schedule another appointment. They said they could look at the van the following Wednesday, but I explained that I couldn't bring the van back to the shop. *****, the person I spoke to, suggested that they could help me get it towed and would call me on Monday. However, I didn't receive a call from them on Monday. So, I called them the next day to follow up on my issue. *****, one of the technicians, answered the phone. I explained my problem to him, and he said someone would call me back after taking down my number. However, I didn't receive any call from them even after a few hours had passed. So, I called them back myself. This time, ***** transferred my call directly to the owner. I told him about the issue and that I couldn't move the van to get it back to the shop. He said he would come by in the morning to run some quick tests. The next morning, two men showed up and began doing some tests. They didn't introduce themselves, and as they worked, they checked different components but didn't say anything about what they were looking for. I overheard the man under the hood (who I believe was the owner) say to the other, "It's not getting spark." They then started packing up their tools to leave without addressing me directly or explaining why there was no spark. I asked if they were leaving. The owner simply replied they were leaving and would be back after looking up the electric schematics for my vehicle. I assumed they would return later that day to continue working on my van, but I heard nothing more from them after the quick follow-up tests. So, I waited for them to return, but I heard nothing that day. The next day, I called J&R for an update, and ***** told me that I needed to make a new appointment for another 2-hour diagnostic test. It is crucial to communicate properly and disclose all possible findings to achieve the best outcome. This way, all suspected or found issues can be resolved during the initial encounter or follow-up. However, despite several attempts to get honest help from a professional, my experience with J&R has been disappointing. I still don't know why my van won't start, and my concerns have not been quickly or respectfully addressed. I have lost faith in their service and craftsmanship, and I believe their staff provided subpar or misleading services and failed to communicate effectively with me. As a result, I have turned to the Better Business Bureau for help and respectfully declined further work from J&R. When it comes to car safety, transparency, and honesty are crucial, and I do not believe J&R provided quality repair work. I suspect they did a quick patch or temporary job that would not hold for long and would require me to pay another expensive diagnostic fee. I am disappointed that I am still face the same issue even after paying for their services. I have lost trust in J&R's ability to repair my van responsibly and believe they did not disclose any other potential problems or causes they saw during my initial visit. As a customer, I expect fair and honest treatment, and withholding information raises concerns. In this case, I paid to have the same issue resolved by an expert just a month before, yet the same problem has arisen again. This is concerning, especially when it comes to car safety, which could cost someone their life if not properly repaired. I believe J&R did a patch/temporary job just to get the van out the door, and this resulted in the van stopping again and needing another expensive diagnostic fee. I do not believe that with their claimed qualifications and equipment, this issue should have arisen again so soon after being resolved by a professional. I am seeking a full refund of the payment rendered that did not fix the problem I initially sought help for, so I can find someone who can honestly and correctly identify and fix the issue once and for all. My van is necessary for my family's survival and well-being, and I need to take care of their needs before winter arrives. Sincerely, ***** *****

  

  Business Response

  Date: 11/30/2023

  IN THIS MATTER REGARDING *****'S 2006 DODGE GRAND CARAVAN, I WOULD LIKE TO CLARIFY A FEW POINTS. WHEN THE VEHICLE WAS INITIALLY TOWED IN TO OUR FACILITY ON SEPTEMBER 6TH, THE CUSTOMERS CONCERN WAS THAT THE VEHICLE WOULD NOT START. WE OFFER OUR CUSTOMERS FREE INSPECTIONS TO HELP ELIMINATE THE DIAGNOSTIC COSTS FOR MINIMAL CONCERNS. OUR FREE INSPECTION CONSISTS OF A PRE-SCAN AND VISUAL INSPECTION OF THE CUSTOMERS VEHICLE. THE MAJORITY OF CUSTOMER CONCERNS CAN BE IDENTIFIED AND ESTIMATED WITH OUR FREE INSPECTION. HOWEVER, ANY ISSUE THAT PERTAINS TO AN ELECTRICAL DIAGNOSIS OR ANY COMPLEX DIAGNOSIS IS BILLABLE AND WILL BE BILLED AT OUR SHOPS HOURLY RATE. 
  
  ON SEPTEMBER 6, 2023, ***** BROUGHT HER VEHICLE TO OUR FACILITY FOR AN INITIAL FREE INSPECTION. AFTER OUR TECHNICIANS INSPECTED THE VEHICLE TO ESTABLISH THE CAUSE OF THE CUSTOMER’S CONCERN WHICH WAS A NO START CONCERN, IT WAS DETERMINED THAT THE PROBLEM WAS ELECTRICAL IN NATURE. DUE TO THE NATURE OF THE CUSTOMERS CONCERN BEING ELECTRICAL, WE REQUESTED TWO BILLABLE HOURS FROM THE CUSTOMER TO FURTHER DIAGNOSE THE ISSUE. THE DIAGNOSTIC COST WAS AUTHORIZED BY THE CUSTOMER. THE CAUSE OF THE NO START WAS DETERMINED TO BE A DEFECTIVE MAP SENSOR. THE ONLY COMPONENT THAT WAS REPLACED TO RESOLVE THE CUSTOMERS CONCERN OF A NO START CONDITION AND ALLOW THE VEHICLE TO START WAS THE ABOVE MENTIONED MAP SENSOR. AFTER COMPLETING THE DIAGNOSTIC AND REPAIRS, THE VEHICLE DID IN FACT START AND RUN. THIS INDICATES THAT THE DIAGNOSIS WAS CORRECT AS IT ACHIEVED THE DESIRED RESULT WHICH WAS THE VEHICLE NOW ABLE TO START. WE FOUND NO EVIDENCE TO SUGGEST ANY FUTURE FAILURE AND SINCE THE CUSTOMERS CONCERN HAD BEEN ADDRESSED, THE VEHICLE WAS RETURNED TO THE CUSTOMER. BY THE CUSTOMERS OWN ADMISSION, THE VEHICLE WAS WORKING AS EXPECTED WHEN PICKED UP. MORE THAN A MONTH LATER, THE CUSTOMER CONTACTED US TO EXPLAIN AGAIN A CONCERN OF HER VEHICLE NOT STARTING. AT J&R TRANSMISSION WE OFFER A ONE YEAR WARRANTY ON SERVICE PERFORMED HERE, INCLUDING PART AND LABOR. WITH THIS WARRANTY IN MIND, IF THERE IS A FAILURE IN THE SENSOR THAT WAS PREVIOUSLY REPLACED CAUSING THIS NO START CONCERN MORE THAN A MONTH LATER, THIS MATTER WOULD BE RESOLVED UNDER THE CUSTOMERS WARRANTY. THE CUSTOMER REQUESTED THAT WE TOW THE VEHICLE BACK TO OUR FACILITY AT OUR EXPENSE TO ADDRESS THE CONCERN. WE DO NOT OFFER TOWING SERVICES FOR WARRANTY CLAIMS. SHE THEN REQUESTED THAT WE SEND A TECHNICIAN TO THE MOTEL WHERE SHE WAS RESIDING TO ADDRESS THE CONCERN. WE DO NOT OFFER ON SITE DIAGNOSIS OR REPAIRS. HOWEVER, IN AN EFFORT TO HELP RESOLVE THE CUSTOMERS CONCERN WE SENT A TECHNICIAN TO INSPECT HER VEHICLE AND ATTEMPT TO ADDRESS HER CONCERNS. AFTER ARRIVING ON SITE, OUR TECHNICIAN QUICKLY DETERMINED THAT THE VEHICLES IGNITION SYSTEM WAS NOT PRODUCING SPARK. THIS NEW ISSUE OF THE VEHICLE’S IGNITION SYSTEM NOT PRODUCING SPARK AND CAUSING THE VEHICLE NOT TO START IS DIFFERENT FROM WHAT WE FOUND IN THE PREVIOUS DIAGNOSIS AND SERVICE. THE TECHNICIAN WAS NOT ABLE TO REACH A DEFINITIVE DIAGNOSIS WHILE INSPECTING THE VEHICLE AT THE CUSTOMER’S MOTEL. THIS TYPE OF DIAGNOSIS NEEDS TO BE PERFORMED AND CAN ONLY BE PERFORMED EFFECTIVELY AT OUR SHOP WHERE WE HAVE THE NECESSARY DIAGNOSTIC EQUIPMENT. 
  
  THROUGHOUT THIS PROCESS WE HAVE BEEN COURTEOUS AND RESPECTFUL. WE HAVE ACTED WITH ABSOLUTE PROFESSIONALISM AND HONESTY. WE HAVE NEVER MISLED OR ATTEMPTED TO MISLEAD OUR CUSTOMERS. I DO UNDERSTAND *****'S FRUSTRATION IN HER VEHICLE SUFFERING THIS UNEXPECTED BREAK DOWN AND WE DO WANT TO HELP IN GETTING HER VEHICLE BACK ON THE ROAD. IF ***** IS ABLE AND WILLING TO BRING THE VEHICLE IN TO OUR FACILITY, WE ARE WILLING TO WAIVE THE DIAGNOSTIC COSTS ASSOCIATED WITH DIAGNOSING THE CAUSE OF THE VEHICLES IGNITION SYSTEM NOT PRODUCING SPARK WHICH IS NOT ALLOWING THE VEHICLE TO START.  WE LOOK FOWARD TO SEEING THIS MATTER RESOLVED AND FOR ***** TO HAVE HER VEHICLE OPERATIONAL FOR HER AND HER FAMILY.

  Customer Answer

  Date: 12/09/2023

  
  
  Complaint: 20787444
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *****