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:03/29/2023

  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.

  on 24 /02/2023 our ****** CAMRY, 2.4L, In-line4 (144CI) from **** was brought to Leo's Auto care because blue smoke was coming out of the exhaustion when starting the car. The technician explained, that several "fixes" should be performed to solve the problem.The power steering hose - remove and replace - In Line4 return spark plugs change valve cover gasket - remove and replace - In Line 4 air cleaner element - remove and replace fuel service, throttle body clean, MAF clean electric short power steering fluid However. once we got the car back the next day we paid the bill of ******* usd and left the shop. Soon after we realized the following a) there is the same blue smoke coming out of the exhaust - no improvement whatsoever b) we were charged for 6 ! spark plugs, but the engine has only 4 cylinders (they returned the $$ for the 2 plugs after I mentioned it) c) the power steering fluid is still leaking (damaging our driveway) IMPORTANT - Power steering: on 30/072022 they replaced the Steering gear (complete) - remove and replace - (includes: Adjust toe-in on Rack and pinion type steering gears. NOTE .4 if alignment is also performed) and did a Power steering flush and alignment for a total of ******* usd NOTE: a couple of weeks later, the recently installed new Rack and pinion type steering had to be replaced again, because according to the technician - it was faulty coming from the factory.On 16.11.2022: problem with the power steering pump (leaking) - remove, install, and overhaul - inline 4- (includes bleed system) - new power steering pump + power steering flush and oil change Total: ****** usd After all these "repairs" and a lot of money spent on - what it seems to be the same issue - the car still has the blue smoke and the power steering fluid is still leaking.

  

  Business Response

  Date: 03/31/2023

  The vehicle came in for multiple issues but most importantly the blue smoke coming out of the exhaust pipe. While doing the diagnostic we found several issues related and non related with the customers complaint. Blue smoke could be associated with leaking valve seals, caked up oil in some areas, leaking valve covers, worn piston rings, worn cylinder walls, even as far as a blown head gasket. We notified the customer that there was the possibility of there being internal engine damage but we could START with a tune up, valve cover gasket, and a fuel induction service. We notified the customer that we can start with these so they could be a economic option. He AGREED to these services as a way of seeing if it would repair the vehicle also knowing something could be wrong internally. We left the decision entirely up to him. Well now the customer returned claiming it was not solved even after agreeing and telling us to go ahead and do it. We did accidently charge him for 2 more spark plugs, the money was returned. As far as the ************* it was a part we recommended to be replaced with hoses and the power steering pump. These parts were leaking and causing rubber to deteriorate. He agreed to repair them. Now unfortunately the ************* was faulty out of the box but OFCOURSE the customer had warranty on all parts. We were going to replace it at no cost to the customer. He came in and claimed the part had failed so we told him he was completely backed by warranty and parts do unfortunately fail out the box. He just wanted his money back. Customer was notified of everything here and of course told if something fails his warranty is available at no cost to him. We did watch and see the customer turn his vehicle on and drive off multiple times during his visits to the shop and we did not notice any blue smoke come out. We value our cliental heavily and they value us. We will continue to keep ********* driving with integrity.

  Customer Answer

  Date: 04/01/2023

   
  I am rejecting this response because: IT IS NOT TRUE WHAT THE BUSINESS STATES
  THE *** DID NOT HAVE MULTIPLE ISSUES WE BROUGHT IT IN BECAUSE OF THE BLUE SMOKE AND THE LEAKING POWER STEERING *****
  YOU DID NOT FIND SEVERAL ISSUES, YOU RECOMMENDED A SERIES OF MEASURES TO SOLVE THE PROBLEM a) spark plugs change b) power steering hose 3) valve cover gasket 4)air cleaner element 4) fuel service, throttle body clean, MAF clean
  HOWEVER, NONE OF THESE FIXES WORKED AND THE *** STILL HAS THE EXACT SAME PROBLEMS AS BEFORE blue smoke and leaking power steering fluid. YOU DID NOT PROVIDE AN ESTIMATE FOR YOUR ECONOMIC OPTION IT TURNED OUT TO BE ALMOST **** USD WE TRUSTED YOUR EXPERTISE, WHICH UNFORTUNATELY TURNED OUT TO BE A BIG AND COSTLY MISTAKE IF WE HAD KNOWN ABOUT THE ESTIMATED COST BEFOREHAND WE WOULD HAVE NEVER AGREED BUT INSTEAD WOULD HAVE GOTTEN A SECOND OPINION FROM A SPECIALIST. A *** MECHANIC WORKING SEVERAL HOURS ON AN ENGINE AND NOT RECOGNIZING THE VERSION (HOW MANY CYLINDERS) MAKES ME WONDER ******************* MISTAKES HAPPEN, BUT THIS ONE ??? (REALLY ?? BRAND NEW AND ALREADY FAULTY OUT OF THE ***** YES YOU REPLACED IT , BUT THE ***** IS STILL LEAKING !!!!. NOT BECAUSE OF THE ************* IT WAS / IS BECAUSE NOTHING HAS BEEN SOLVED STILL HAVE THE BLUE SMOKE AND THE LEAKING *****  !!!, WHEN I LEFT WE SAW SMOKE COMING OUT , BUT **** TOLD ME THAT THE SMOKE WILL DISAPPEAR ONCE THE REMAINING OIL IS BURNED OFF. THE LEAKING ***** WAS ONLY DISCOVERED A FEW DAYS AFTER RETURNING HOME We value our cliental heavily and they value us. We will continue to keep ********* driving with integrity.- NO COMMENTS ON THAT ONE
  
  
  

  

  Business Response

  Date: 04/03/2023

  As we stated before we started and notified the customer with what the issue could be and what we could do moving on. He believed that the power steering leak and blue smoke emitted from the exhaust correlated when that is no way possible or true. We notified the customer of what we were going to do, how we were going to do it and how much it could cost. We do this with every single customer to walk through the doors whether they do the repair or not. The customer's issue was that he believed repairing the power steering leak would fix the blue smoke issue. We tried explaining to him that they do not correlate. The customer was completely notified of all repairs that were going to take place as well as being told that this a steppingstone and not a 100% guaranteed fix. He was also told and notified about having warranty on all parts meaning NO OUT OF POCKET COST for him. HE demanded money and not a solution. We do NOT automatically do repairs without speaking to a customer. You can pull every customer out of our database and ask them. We notify them of the cost, labor, any issues, any further recommendations, etc. As much as the customer claimed that we were in the wrong we offered to fix whatever at our expense to avoid conflict. We only serve with integrity and our cliental shows that, we offered to do multiple things to help but the customer was persistent on wanting money. At the end of the day we recommended a fix, the customer was notified, and the job was carried out with the expectation of it being a steppingstone in the right direction agreed upon by the customer.