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:01/22/2024

  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 brought my 2015 **** F150 to Integrity Auto on 11/9/23 to have the torque converter replace. They had my vehicle for several days before starting service. The owner hooked up the diagnostic tool with my son in the vehicle and verified that it was the torque converter. He then called me on December 6th and asked for the payment of part over the phone. I paid $806.65. I was notified the repairs were done on December 12th so picked up my vehicle and paid $1295.09. Within 1 mile of leaving the shop my vehicle started having issues. When I originally brought it in, it has a shudder but now shifting was slipping. I notified him the next morning and he said to bring it back. Once inspecting he said fluid levels were over filled and needed a new transmission filter and partial flush. I later found out that the filter should have been changed when the new converter was installed. I then picked up my vehicle on 12/20/23 and paid an additional $393.22 for the partial flush. At pick up, the owner stated it ran perfect. Within the first mile it was running the same as the first time I got it back. I brought my vehicle to a certified **** shop and asked for a diagnostic service. They diagnosed that the transmission fluid was 1.5 quarts low and torque converter was bad. I called Integrity Auto with findings. He said the part was covered but out of stock. I offered to check with **** to find a part, the owner also contacted ****. The Aitkin **** garage has part ready for pick up within a few days. I than brought my vehicle back 12/30/23 to Integrity Auto for replacement of faulty part. Over the course of 2 weeks, owner called 2 times hollering at me about repairs. 1/19/24 owner stated his lawyer told him to put in another Orielly part, stated it still doesnt run after the replacement so come get it with no refund. He refused to show proof of exchange for new Orielly part, claimed that he did not diagnose the truck and replaced parts based on the word of my 19 year old son.

  Business Response

  Date: 01/22/2024

  Customer brought her vehicle to me and her son asked me to replace the torque converter. I went on a drive with him and hooked up my diagnostic tool. I then advised her son that he was on the right track BUT there are still other possibilities it could be. I then asked ***** if she would like me to diagnose the problem for certain or just replace the torque converter. She asked if the diagnosis would be an additional cost. I said yes, she then told me to just replace the torque converter without proper diagnosis.

  ***** states in her complaint that it went bad within a mile of leaving, but the vehicle wasn't brought back to me for several days. She went to **** rather than bringing it directly back to the shop.

  We then discussed the possibility of putting in a different part directly from **** rather than the same one. I was willing to do this as a FAVOR to her because in switching parts, I lose the warranty benefit and have to forfeit the payment for my labor. Yet I was still willing to lose money for her. HOWEVER, she then threatened to *** me. So **** advised not to do anything outside of the original warranty as to not breach warranty at all. So I replaced the part with a new (warrantied) part.

  The part failed a second time. At this time ******** them that it is not likely the torque converter but the transmission.

  Again, we DID NOT diagnose the vehicle. We replaced the part requested by the customer.

  We completed the ********************** that was requested, we honored the warranty after it failed.

  We have the paperwork to prove all repairs and warranty work completed.II also have video documentation that shows all procedures were followed correctly.
  

  I have hours upon hours of work into this customer's vehicle trying to satisfy her demands and have lost hundreds of dollars in lost time that I didn't charge her for.
  

  She is not owed a refund, as the repair requested was completed and the warranty was honored.
  

• Initial Complaint

  Date:08/28/2023

  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.

  Took car into shop for blower motor problems, they disconnected wires that let to me no having ac, and damaged my air box. When told about the damage they said they didn't do that and don't know what to tell me. Refused to fix mistake

  Business Response

  Date: 09/07/2023

  Hey *******,

  I'm sorry to hear about your bad experience. However, we are located in ********, ** (independently owned, not a franchise or corporation). I believe you have the wrong Integrity Auto Repair as we do not have any of your information in our records. Take care. Best of luck to you!