Complaints

This profile includes complaints for DIY Garage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DIY Garage

  2211 Harvell Plaza Dr Bellevue, NE 68005-2985

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  DIY Garage

  13223 Q St Omaha, NE 68137-3114

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:01/31/2024

  Type:Billing 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 was provided a written estimate of $506.83 to replace the Oil Pressure Switch, Intake Manifold Gasket and a Multi-Purpose Sensor including $276 in labor (to include R&I Intake Manidolds). Per owners suggestion, I dropped the car off the evening of 1/16/24 for repairs to be completed the next day.
  
  On the third call to the shop on 1/17 the owner answered and shocked me with a bill for $1,220.52 vs the contracted $506.83. He broke a fuel rail that was in operating condition with no issues when I dropped the car off, and he was passing the cost of that repair onto me. There was no advance concern or warning expressed by the owner that this part was at risk of being broken while completing the authorized repairs, and he proceeded with those repairs without my authorization. I understand it was necessary to replace the fuel rail at that time to make the vehicle operable, but I do not agree that I should be liable for the additional additional costs associated with that repair.
  
  When I arrived at the shop to pick up the car, the owner did not seem to care that he broke the part and simply stated “it happens” and insisted that I was responsible for the cost of the replacement. I felt I had no choice but to pay the additional $711.89 to get the car back, but still questioned the validity and fairness of charging the customer for a working part broken by the mechanic in the course of completing the authorized work. After researching online and talking with two trusted mechanics for their opinion whether I should have been charged for the new fuel rail, I was told it was his responsibility for the cost. "He breaks it, he pays for it." I then talked with the shop owner a day later to explain what I had found out, and he insisted I was responsible for the additional cost and refused to reduce the total price of $1,220.52.
  
  I am requesting a refund of $711.89 for the unauthorized work caused by breaking the fuel rail in the course of completing the authorized work.

  Business Response

  Date: 01/31/2024

  The part that broke (fuel rail) that needed replaced was only about 3/8” thick, that was made of plastic. Plastic that heats up and cools down every time the car is used, since the car was brand new. At the time of the repair, the vehicles overall temperature was around 0 degrees since it sat outside overnight the night before. There was only one dealership in Omaha that had the part needed to complete the repair. Contact was attempted with the customer to inform her of the issue- but the customer had changed her phone number before the repair (we only had her old phone number), and the new phone number was not given to us. There was no extra labor charged for replacing the part. She was only charged what she would have paid for the parts at the dealership/parts stores. The old part was kept to show her how small the part is that broke, and that it was also plastic. Unfortunately, these type of things happen from time to time during auto repairs. Unfortunately, this one part happened to be very expensive. It was not broken due to carelessness, or on purpose. This is a job we’ve done several dozen times with no issues. Unfortunately, this is the part that happen to break. Unfortunately, there was no choice in replacing it- as this is the part that fuel travels thru to get the gas into the engine so it can run. Since her phone number was her old number, I had to wait for her to contact us to let her know. I, Adam Loftus (owner), see no fault by the technician or business to cover the cost of additional parts her vehicle needed to complete the repair. The customer also signed the invoice which states her approval of the work that had been done and she acknowledges she has a 2yr/24k mile part and labor warranty. Furthermore, I know several other shop owners and store managers and explained the situation, and they all agreed how I handled it was fair. In a hypothetical situation- if the part was only $25, I’m assuming the customer wouldn’t have had an issue with paying the extra. I don’t set dealership list prices. That’s out of my control. It stinks the part needed was so expensive- I agree with that. But DIY Garage has no obligation to cover the expense of additional parts needed during a repair. 

  Business Response

  Date: 02/01/2024

  You don’t have to accept it, but that’s how it is. There’s risks to anything. Life has risks, they’re not always known. 

  Customer Answer

  Date: 02/07/2024

  I agree it is time to close the complaint, but your statement below is laughable. It saddens me to witness how ineffective the BBB has become.  There was a day in the past your organization actually stood for something good and fair for the consumer.  No longer.??

  
  

  Better Business Bureau has determined that the business made a good faith effort to answer the complaint and has now closed it