Complaints

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• Initial Complaint

  Date:04/16/2025

  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.

  They told us that we needed a new engine. It is connected to the gasket and the sound started to get louder and louder. The engine is locked and they cannot fix it. It is not our fault. My wife drives from work to home and that&#**;s it. If they ever did the oil change, they should have written it on the sticker. We had paid $1200 to them for some repairs and after one week the car started to do this. We would like a new engine.

  

  Business Response

  Date: 05/01/2025

  When customer came into the shop on 3/20/25 he asked us to do a check over the vehicle and make sure that everything was good, including suspension fluids and tires. Our tech looked at the customer's vehicle and on the diagnostic paper he found 1. customers sway bar links are worn, 2. rear brake pads are at about 20% and front pads are 30% left. 3.we added 1 gallon of washer fluid and the oil level needed a 1/2 qt but the oil was clean. ( this vehicle calls for 5-5.50 qts of oil to be considered empty) 4. customers valve cover gaskets were leaking which would explain why customer needed 1/2 qt.of oil, 5. upper trans mount on drivers side. 6. lower torque mount also. I personally went over everything on the paper with the customer and the tech and we wrote down what order things needed to be done, customer never stated that they wanted a oil change done at that time when we went over the paper and discussed the issues or what needed to be done, we did not charge customer for any diagnostic fees at that time nor did we charge for the washer fluid and 1/2 qt of oil that we added to the vehicle . Customer stated that he was going to go home and speak with his wife and would call me. Customer then called that afternoon and said that they wanted to do the valve cover gaskets and sway bar links and would drop off the vehicle the next day. Work was completed and the oil level was still full and clean. Vehicle was test driven and the customer picked it up.  2 weeks later 4/4/25 customer dropped off the vehicle for the next 2 items on the list which was the upper left transmission mount and torque strut mount which has no effect on engine internals. While the vehicle was here our tech double checked the valve cover area and it was still dry, Vehicle still sounded great and passed another test drive. Then Monday 4/14/25 customers vehicle was brought to the shop before we opened, Customer came to the shop around ****** I spoke with customer and customer told me that while his wife was driving the vehicle over the weekend the vehicle started making noise, then later customer went to start it up and it would not start at all.  When techs looked at customers' vehicles on Monday, the engine was locked up but oil was still full and clean and there were no signs of leaks around the valve cover gaskets. We take pride in being an honest shop and having great long term relationships with our customers for the past 13 years.
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  Customer Answer

  Date: 05/02/2025

  Complaint: 23211934
  
  I have reviewed the business' response and am rejecting it because:
  I have evidence that the oil was low 

  yes after I heard the noise myself I went and filled it was too late metal hit with metal  so the full oil you talking about its not you its ************** change 

  you told me over the phone you put oil then where is it on receipt how come the percentage says otherwise how come you didnt change the sticker those just dont add up besides I said maintenance what does that in auto shop language could possibly mean but when you contradict yourself by saying I didnt ask for it but on the phone you said you put some oil but didnt put it on receipt that where makes me for sure believe that something is not adding !!

  
  
  Sincerely,
  
  ****** ********