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:09/13/2024

  Type:Product 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.

  Towed my vehicle to AAMCO on Aug 7,2024 because it had stalled on an intersection. I have a professional scanner & read a simple code for a neutral switch be out of circuit. They promote free diagnosis but then called me & advised it was going to be an electrical problem and was going to be 2 hour charge @$140 per hour for electrical diagnosis. Then called & advised it was a crankshaft sensor @$60 plus 1 hour of labor. Then advised starter had burned (which they had burned) & needed a new starter @$350 plus 2 hours of labor. Later, they called saying that there was damage in the engine & needed a new engine @$9,500 for the engine plus $2,500 to install putting me @ $12,000+. After that, I was frustrated, disappointed, disgusted with their misdiagnosis and called their office wanting to speak with the manager; who returned my call the following day. After a 30 minute conversation of him trying o persuade me of how honest and hard they work and initially he stated there was pages of diagnostic codes my vehicle had & images used with a borescope to look into the engine ( all which where never showed to me), it was agreed that I would be able to tow away my vehicle out of their shop at no cost; since there was no fix. However, I had to spend $450 on a new starter that they had burned by kept on cranking it until it burned and tow fees. Took vehicle to a mechanic referred by my father-in-law & after disassembling the engine, realized that there was no damage whatsoever in the the engine. Then, looked elsewhere to troubleshoot and saw alternator which was what created the initial issue and it would have been just a simple fix if AAMCO's mechanic were looking in the right direction or if they weren't trying to rip me off with a brand new engine & labor cost & still wouldn't have fix the issue. I am writing this to make you aware of their dishonesty, incompetence, & how they prey on people. Would like at least a refund for the starter that they burned & towing fees ($450)

  Business Response

  Date: 10/08/2024

  .RE: Complaint ID ************** 
  To Whom it may concern, 
  ******* ***** called Aug. 7, 2024, stating that his vehicle, a 2017 Chrysler Pacifica with 129,233 miles (about 207980.35 km), had stopped in the middle of the street. He had the vehicle towed to us that afternoon. We performed AAMCO’s Vehicle Courtesy Check at no charge. This included scanning all 30 modules. Eleven of the thirty modules held diagnostic trouble codes (DTC). After which we looked up the pertinent DTCs and technical service bulletins (TSB). 
  The certified technician recommended two hours of diagnostic time to follow TSB 09-007-23. Mr. ***** authorized the diagnostic time, revealing no crank shaft position signal being received by the Power Control Module. We recommended, and he approved, the replacement of the crank shaft position sensor. We retested, and the crank shaft position sensor signal was present. 
  At that point we had an intermittent no crank condition. So, we tested the battery and cable connections, verified there was communication with the PCM (Powertrain Control Module) and all other vehicle modules, deciding the starter needed replacement. Mr. ***** authorized the replacement of the starter. After replacing the starter, we retested and discovered the motor was seized. From one minute to the next, it went from turning over to not turning over. We pulled one spark plug, inserted a borescope into the cylinder, and saw internal damage. We called customer with the unwelcome news that the engine had internal damage. He decided not to pursue any further repair. We generously waived over $1,200.00 of the diagnostic and repair work. We removed the new starter and placed his old starter in the back of the car. The customer had the vehicle towed away. 
  We stand by our diagnosis and recommendations. We are skilled and professional in our abilities to accurately diagnose complex automotive problems. The customer’s request for AAMCO Las Cruces to pay for two tow bills and a starter is not reasonable. The vehicle had 129,233 miles (about 207980.35 km) on it and was 8 years old at the time of the incident. 
  Thank you for bringing this matter to our attention. Without this critical information, we do not have the opportunity to see the situation through the customer’s eyes. Since our founding in August of 1968, we have served the motoring public of Southern New Mexico and West Texas with pride and integrity. Customer satisfaction and five stars reviews are always our quest. I understand Mr. *****’s frustration and wish things could have been different.  
  Respectfully, Richard D*** GM AAMCO Las Cruces 

  Customer Answer

  Date: 10/14/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I received multiple expert opinions from mechanics, and the two mechanics who worked on my vehicle that my starter had been burned by AAMCO overcranking it. Prior to taking my vehicle to AAMCO, I scanned it for codes & it had one code of input neutral switch. The manager informed me of vehicle having over 30 codes, but it would have been more professional if they would have call me in to their shop to physically show me the codes, which were never showed. Also, he claims he used a borescope camera to to view the "internal damage"  but but the mechanic who fixed my vehicle disassembled my engine & saw there was no damaged at all and even called me to see for myself. My vehicle has been driven about two thousand miles already with no further breakdown and without the need of a new engine as they recommended. AAMCO never realized a locked alternator, so even if they would have installed a new engine, then there recommendation would still not be accurate and my vehicle would still not be running.Also, if they were so confident about their diagnosis, then they should have at least stand by it and physically show me every detail and the 30 codes he allegedly saw upon arrival, and I'm sure with the proper PPE there would have been no issue going into their shop and having them show me the internal damage of the engine as they claimed. Also, their owner Pat truly offended when we were in the process of settling the dispute after they asked for invoices. I called the day after to follow up and after she told me the manager was out to lunch I asked if there was a resolution and she responded with her voiced raised in a rude sarcastic tone " Wow! You must be very desperate for money!  It is extremely rude of the owner to talk to customers in that disrespectful way. Lastly, I would be at least satisfied if they make it right by at least covering the cost of my starter that they damaged/burned which is $240.

  Please advise
  
  
  
  
  
  Regards,
  
  
  
  ******* *****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]