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:05/21/2025

  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.

  I had taken my vehicle here to get work done because they said they were capable of working on my select model vehicle. The warranty that i had purchased with the vehicle had them listed as well. I brought it in for a coolant leak. It was a 4 hour minimum job to remove my bumper at 180 dollars and hour. My water pump had failed which was covered under warranty. A valve had failed which was not covered. They then told me they recommend i change my thermostat, and 2 idle pulleys which are only covered if they are broken.I was told that by the service manger that he was going to try to get more covered from the warranty company. When all the sudden down nothing else got covered because he had no proof of broken parts. This meaning they changed good parts. When i picked the vehicle up after a $2300 out of pocket bill, a light for my pre sense was on. As well as a knocking sound that everyone but them can hear. I had taken it back to them to check more into it. They see or hear anything. As far as my pre sense he said it was most likely a module and i would have to take it to a dealer. After doing my own research i had found that my vehicle needs to be recalibrated after the front bumper is removed. When i had mentioned to him about if it was recalibrated, i was told they don't have the ability and need to take it somewhere else on my own dime. This meaning to me that they were never capable of the doing the work in the first place.

  Business Response

  Date: 05/22/2025

  The customer brought the vehicle in for a coolant leak diagnosis and presented an aftermarket warranty.  We found the water pump bearing had failed and filed a claim with the warranty company of his behalf.  The warranty company approved an amount subject to their terms, conditions, and customer deductible.  We contacted the customer with the approved amount and the cost to do the complete repair, and the customer approved both the repair and amount he would be responsible for upon completion of the repairs. We recommended that the customer replace all 3 bearings while the engine was disassembled.  This is standard practice to prevent having to disassemble the engine and repeat the labor charges a second time.  The bearings had 122725 miles on them, and preventative maintenance keeps the customers from returning with a new bearing failure and correctly assuming they should have been replaced at the same time. The thermostat is always recommended for replacement whenever there is major coolant loss/overheating. When the vehicle arrived, the customer had mentioned intermittent electric issues resulting in dash error messages.  When we scanned the vehicle modules, there were 5 failure codes referencing communication errors on the rear park sense and cross path detection sensors.  We do not have access to the **** factory data to diagnose the fault codes and recommended a trip to the **** dealer for further evaluation. I would advise the customer to not have the front camera (located in the front windshield) or the peripheral assist cameras (located in the driver and passenger side mirrors) calibrated. The front bumper houses no components related to the failure in the rear cross-traffic system. I would also recommend the customer utilize our *** Approved Repair Shop program and contact the local *** branch as they provide free dispute resolution and mediation conducted by a certified technician. 

  Customer Answer

  Date: 05/27/2025

  As mentioned in previous response. I had asked before the work was even done if they were capable of working on my ****. They had told me yes when they were in fact not capable. As far as lights being on, the only light that was on was a low coolant light. The other lights they claim were on were on because of the work they did. If you do the research on the vehicle, you will see that everything must be recalibrated. When asked if they had the capabilities to do the work this would be part of that question asked. I also have a video of the knocking they claim is nothing they did. The knocking was not there before they replaced all of the parts they did. At 180 dollars an hour i expect the work to be done 100% as most people would expect. Due to the large size of the pictures and video i will be sending them to bbb representative. 

  Business Response

  Date: 06/26/2025

  I'm a 32 year master technician who is fully capable of working on an ****.  We have the capability to perform recalibrations on an ****.  However, a recalibration was not warranted or needed after we performed our services, therefore, the warranty company did not approve it and we did not perform one.   The noise in the video the customer provided is not related to the repairs that we performed.   And to reiterate, the customer was not given used parts.  He was given parts that were never used before.  And to reiterate, all services that we charged for were performed in accordance to industry standards.  Therefore, we will not be offering a refund and we are not willing to do any additional work at no cost because it is not warranted. Our security cameras show the customer trying to pick up his vehicle in the middle of the night after we performed the work but before he paid.  I don't know if this is what this all stems from, but I stand by the work we performed.  Thank you.   

  Customer Answer

  Date: 06/27/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  As a 32 year technician they should be aware that when that front bumper is removed it should be recalibrated when reinstalled for things to operate correctly. They never once mentioned anything about recalibrating or that i had the option to have it recalibrated(warranty or not). They said they didnt have the software to do it after i had asked if they recalibrated it. Also the noise that is coming from my engine compartment was definitely not there. Only after the work was done did the noise appear, weird coincidence. As shown in the work order. I had $2300 out of pocket and 700 covered on warranty to pick my car up. As a father that supports 3 other kids i work really hard for my money. I didnt have the cash right at the time so i was not able to pick my car up right away. I had to have money transferred from my 401k to pay for the repairs and it was a process. The fact that they are saying i tried getting my car before i paid is absolutely insulting! I don’t understand how that got thrown in there but i would love to see that footage. If they have proof of me being there before I paid trying to get my car i will drop all complaints. If not then they should definitely stop lying and deflecting. i only have 1 key for that car and they had it at the time.  
  
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  Regards,
  
  *** *******