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:09/06/2024

  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.

  We took our truck in for service and after paying 5,000.00 already for repairs that were supposed to fix the issue, the issue was still not fixed. So we took it back, then the mechanics told us it was actually a different problem causing the issue, then we got a call back after having that service performed and they told us they misdiagnosed THAT problem AGAIN and it was actually ANOTHER problem that was going to cost us another 2500.00. They refuse to fix their misdiagnoses. I don’t know what else to do.

  Business Response

  Date: 09/09/2024

  Good morning so here is our side of the story and I have attached the invoices and documentation of our process. When the customer initially brought the vehicle in they complained of a rough idle and sputtering. We test drove the vehicle and found that it had plenty of power and did not sputter but when at idle it would shake. We began our testing by scanning for codes and found that the only one present was a P0420 - catalyst efficiency error, of which the customer said she was already aware of so we began our testing by checking for TSBs and found that there was one specific one that spoke about collapsed motor mounts, as long as there were no misfire error codes found which there were not. We had recommended the motor mounts and the customer had approved it along with other maintenance items to total the $4900 invoice, to which we also attached for your review. The total for the motor mount replacement was equal to about $1800

  After the vehicle was released the customer complained that after driving for a few miles the vehicle began running rough again and the check engine light came back on. We got the vehicle back in and found that a cylinder 2 misfire error code had then populated and then the vehicle was running a lot rougher and was actively stumbling. After the continuing diagnostic and spending nearly 2 days proving out our diagnostic we found that the cylinder 2 had a collapsed lifter. I spoke with the customer and explained to them exactly as I described to you where there was no evidence pointing towards a collapsed lifter at the initial inspection. At that time I had given the customer two choices, replacing the one known failed lifter (of which I highly suggested against as when one fails the others are not far behind,) which totaled the $2300 or 2 replacing all lifters on the vehicle at cost or the parts and labor (a $5600 estimate) to which we would then credit the customer the $1800 for the motor mount portion of the initial visit (we would not consider this a mis-diagnostic but multiple faults in the vehicle of which the lifter failures could not be predicted). The customer declined the repairs and wanted to pick up the vehicle instead. 

  Business Response

  Date: 09/17/2024

  I sincerely regret that you have lost trust in our services and understand that any assurances may no longer carry weight. However, I want to reassure you that the vehicle was driving perfectly fine on Friday evening during our final check; otherwise, we would not have returned it to you. We will refund the $1,800 to resolve and settle this matter. Thank you for your business thus far, and I wish you all the best with your future repairs.

  
  

  Customer Answer

  Date: 09/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22252166, and find that this resolution is satisfactory to me. How would you like to process the $1800.00 refund? Please advise. 
  
  
  
  Sincerely,
  
  
  
  Kristin Lankford