Complaints

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• Initial Complaint

  Date:08/13/2024

  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.

  My wife's car, 2016 Nissan Altima, needed a new transmission, so we entrusted Fisher Auto Group.
  5/19, dropped the car off with work scheduled to start on 5/28.
  5/31, my wife was informed via text by Fisher that the mechanic had a family emergency on the 30th & couldn't start on the car, but would begin the following day.
  6/5, she received a text stating that ****, the mechanic, had once again made little progress, but hoped to complete by the week's end/early following week.
  6/7, the car was taken to the Nissan Dealership in St. Joe, MO, for reprogramming. June 11th, the work was complete & my wife paid ***** $4,444.04 in cash. After work, I joined my wife to retrieve the car from the dealership.
  My wife noticed the steering wheel was very loose & heard a noise that grew louder. She contacted *****, & he advised her to bring the car in for inspection. 6/12, **** examined the car & attributed the issue to air in the power steering line due to a replacement, assuring it would resolve itself.
  6/13, texted ***** about the car's excessive noise. ***** requested the car be dropped off; but the car lost all power. ***** was notified, & he arranged for the car to be towed back to Fisher, where it was determined that a new transmission fluid line was needed.
  6/20, the car was returned to the shop because the power steering locked up. ***** mentioned that it required a new Electronic Power Steering Assist Motor. The car continues to have issues, pulling to the right with noticeable tire wear.
  7/28, emailed Fisher after obtaining a second opinion from a certified mechanic, who found that the power steering rack was overextended, causing the steering to lock and veer right, & noted a power steering fluid leak in the engine compartment. The flex exhaust pipe was broken. The Elec. Power Steering Assist Motor was tested & was ok.
  8/8, dropped car off for inspec. on the 9th. However, it was not examined until 8/12, when Fisher replied by email, denying any responsibility.

  Business Response

  Date: 08/13/2024

  All of the dates noted are accurate. The rest of the information is filled with inaccurate information. We tested the power steering motor and it showed that the electric motor failed and was also leaking. The excessive wear on the tire was from operating the vehicle at less than 10psi in said tire. The flex pipe that Mr Hatfield is referring to, was towards the rear of the vehicle. It was not touched at any point in the installation of the transmission or any subsequent inspection or repair. We have tried to explain all of this to *** ******** but with his lack of mechanical knowledge, there has been a barrier, and he just wants all of the money he's paid for his transmission and install, for all these items that have nothing to do with his transmission. It was told to us before this car came in for a transmission that the car has sat for some time. An inop car that becomes operational after some time will most surely have additional issues after. We did explain to Mr Hatfield that there was a small tear in a CV boot that could have been a result of our installation and offered to replace it, free of charge. Mr Hatfield declined. We've done everything we can to help, but he just wants a free transmission. 

  Customer Answer

  Date: 08/14/2024

  
  
  Complaint: 22132471
  
  
  
  I am rejecting this response because: Fisher Auto Group isn't wanting to take responsibility for the damage that the mechanic caused while removing & installing the transmission. On July 21st we had a Certified Mechanic run all the same tests/inspections and the following was found: 1. The right tie-rod was overextended which causes the car to pull to the right and caused uneven ware to the outer part of the tire. 2. The flex pipe is damaged causing the loud exhaust. 3. There's a power steering fluid leak, which is visible on the steering rack. 4. The Electronic Power Assist Motor was tested and there was nothing wrong with it. August 13th, the car was taken to Discount Tire, and all of the tires were checked, especially the front passenger one, and the damage wasn't from being underinflated. We also have an appointment on August 29th with yet another Certified Mechanic to inspect it as well. If reports are needed, we'd be more than happy to provide those.

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

  Business Response

  Date: 08/15/2024

  Again, the only possible damage caused by our mechanic was a tear to the CV boot, which we offered to replace free of charge, to which *** ******** declined. The tie rod was marked before removed and when replaced, returned to the same exact position as before. So, if the tie rod was overextended, it was prior to our repairs. The flex pipe was never touched at any point during any repair. The steering rack and motor need replaced, which we told *** ********. The motor tested faulty according to our scanner and the rack is leaking. The entire assembly has to be replaced, regardless of *** ********s understanding. The tire in question read at 10psi during our inspection and that tire calls for 32psi. This would speed up the deterioration of the tire along with the suspension not being in alignment, which as stated previously, was the case before the car ever came into our shop. It appears that *** ******** is wanting a refund for the entire transmission replacement ($4000+) for other issues altogether that predated our service. I'm not following the logic here, but regardless, the issues Mr Hatfield is complaining about, have nothing to do with the replacement of the transmission. We will not be reimbursing any amount.