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:04/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  When my vehicle was taken to Battery Warehouse it was for the replacement of two Cam ****** Phazers, the vehicle was running smoothly and functioning properly with the exception of the check engine light. Which I was told by the Battery Warehouse technician indicated according to his scan of the vehicle it was caused by the Cam ****** Phazers.I authorized the replacement of those items; I was called that the technician had dropped a tool in the engine during the replacement and they would need to keep the truck and take the timing chain covers off to retrieve the tool I said okay, then I was called and told that one of the timing chains aligners was broken I okayed the replacement of that part, then I was called that the other aligner was broken also and I okayed the replacement of that part also.On 04/09/2025 Battery Warehouse called and said I could pick up my vehicle, when I got there and picked up my vehicle the technician showed me the replaced parts and I paid the bill and left with my vehicle I made it three blocks and lost power had no acceleration, and the motor was running barely. I returned to Battery Warehouse and explained to the technician what was going on he came out and looked it over we found a serious oil leak and he admitted the motor was running badly compared to when I dropped the vehicle off, he said they would check it out and call me that was on 04/09/2025 on 04/11/2025 they called me and said I would need a motor for my ********** complaint is that between the time I dropped my vehicle off running smoothly and functioning and I picked it up basically a week later it goes from replacing the Phazers to needing a motor, naturally Battery Warehouse says it is not their fault, I think they did something wrong and don't want to be responsible for fixing the problem they created.

  Business Response

  Date: 04/18/2025

  The customer originally brought his vehicle to us on 3/27/2025 to have a checked engine light investigated.  There were 2 codes indicating problems in the engine timing and 1 other unrelated code.  the codes were cleared and the vehicle was taken for 3 separate test drives. The check engine light did not come back on.  The customer paid the diagnosticscan fee and the vehicle was released to him. The customer returned a few days later and requested an appointment to replace the cam phasers.  The appointment was sceduled for 4/4/2025.  At that appointment our technician rescanned the tthe engine codes and confirmed that both camshaft phasers should be replaced.  During the removal of the first phaser a tool came loose from it's handle and was accidently dropped into the engine timing cover.  The customer was advised of the problem and the timing cover was removed to retrieve the tool.  When the timing cover was removed we found the Bank 1 timing chain alignment guide was broken in pieces.  The customer was advised and authorized replacement. During futher examinatio the bank 2 alignment guide was also damaged. The customer was again advised and authorized replacent of the second guide. Both of the camshaft phaser were peplaced while waiting for the replacement parts. The replacement guides were installed and the timing cover was reinstalled with new seals.  The customer was billed for 1/2 the labor and the parts billed at costt. The customer agreed to this arrangement because without the timing cover removal to retrievee the accidently dropped tool.,the damaged timing guides would not have been found. After reassembly, the customer payed the bill and picked up the vehicle on 4/9/2025. He returned a short time later with the engine running poorly and leaking oil.  The oil leak was due to the valve cover on bank 2 (driver's side) not resealing when the timing cover was reinstalled. The leaking valve cover gasket was replaced 4/10/2025 at no cost to the customer. The next morning the engine was started and was not running smoothly. This problem got worse as the engine warmed up. After approximately 20 minutes runnung at an idle, the check engine light came on. A scan showed the timing on Bank 1 was ********* causing misfire codes also on bank 1  The 5.4 liter 3 valve engine has variable cam timing which is a complex timing system that has muyltiple components that have to funtion properly together in order for the engine to run smoothly. The camshaft phasers a computer controlled to adjust the engine timing.Timing chain tensioners require approximately 30 psi oil pressure to function properly. The pickup ring on the end of the camshaft has to send the proper signal to the camshaft phaser.  If any of the timing components are comprimised , the engine will not run smoothly.  The customer admitted that 5 days before bringing the vehicle in for phaser replacement, he heard a noise in the engine.  Our questions are !) What happened to cause the alignent guides to break? 2)What other undiscoverd damge occurred?  This is an unusual problem not often seen.  Our technician was previously employed for 9 years by a **** dealership and has direct knowledge and experience with the **** 5.4 liter 3 valve engine.Based obn his experience with similiar problems, he is recommending engine replacement.  The engine not running properly is behaving similiar to others that turned out to have oil pressure problems.  Because our work di not result in satisfactory repairs anwe feel more extensive repairs are needed than we provide,  I will refund the customer for the original diagnostic fee and the amount he payed for the phaser replacement as well as the timing cover removal and reinstallation.

   

   

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23193658
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 05/08/2025

  On 05/05/2025 I contacted Battery Warehouse and spoke to **** and at that time I offered to settle the complaint for $700.00 total, 

  **** agreed and was to put a check in the mail that afternoon, I then told **** that as soon as I received the check for the agreed upon,

  amount I would notify the BBB that the complaint had been settled and done.

  As of 05/08/2025 I have not received the check for the agreed upon amount and am waiting until I receive a check for the amount before,

  agreeing that the complaint is satisfied.

  Customer Answer

  Date: 05/12/2025

  I have successfully settled my complaint with Battery Warehouse in the matter of vehicle repairs.

  There is no longer any need for further assistance on your behalf, I would like to thank you for your assistance.