Complaints

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• Initial Complaint

  Date:03/15/2024

  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.

  3/4/ 24 amount paid $270.91 .I had a water leak on the passenger side floor.The day after he replaced a door gasket i continued to have water on the passenger floor side.The gasket he replaced did nothing.Went back on the 13 of march and he spent 20 minutes looking then he calls me over to tell me he cant fix it and i need to take it to a body shop for the repair.Bottom line i paid 270 dollars to have a water leak fixed and i still have the leak. I have made an appointment with the local ****** dealer for friday the 15 for a diagnosis of the suituation.

  

  Business Response

  Date: 03/15/2024

  Customer came into our shop and reported a water leak in his car on passenger side floor. At that time I had recommended that perhaps a body shop would be better suited for this type of problem, but we would be willing to take a look for anything obvious. I had my mechanic check for the typical leaks as it has a sunroof, we put air through the drain holes in sunroof and found them to both to be clear of debris. We also checked the drain line out of heater box inside car to make sure condensation was draining properly from that, and it was. Then the mechanic proceeded to check door seals, the passenger side door seal was loose to the point you could slide a piece of paper in and out of car. I had asked the customer to look out inspection window in our waiting room so we could show him that a good seal was not happening. After showing the seal being loose I suggested a new door seal is about all we are seeing that could be leaking, he agreed to this conclusion and accepted the cost and ask to have it ordered. After repair was made on 03/04/2024 for the amount totaling $261.75 and Customer Opted to use a credit card which added another $9.16 to the cost. We first had heard back was on 03/11/2024 letting us know that he still had water on his floor. We rearranged our schedule and scheduled him in on Friday 03/15/2024 in the AM to which we were told that wasn't soon enough. Customer showed up on Wednesday 03/13/2024 around 11:30 am saying he wanted it looked at then. I stopped my mechanic and myself to look at situation. We discovered the seal we installed was still tight and no leaks were present there. We then proceeded to remove the A Piler and B Piler from the car as well as the sun visor and grab handle to be able to lower headliner panel. We then proceeded to flood the roof of the car with water to see if we could find the location of the leak since we checked drains in sunroof. We did find that the plastic housing around sunroof had in fact cracked and was leaking there. I called the customer over to show him where the leak was and then asked if he wanted me try to fix it with sealant from there since that is more of a body shop thing due to having to remove headliner and all parts to gain access, he was informed again it may not fix it but was worth a shot, to which he responded with well I want it fixed. I ordered a $40 dollar tube of window sealant and tried to seal it from what little exposure we had. It didn't work so I informed customer it failed to work and he would have to go to body shop. While my Mechanic was reinstalling parts I went into office to refund the labor on the previous job because the entire time we were looking at his car he sat outside on phone complaining about his service here. Before I could return to his car he was already driving off. We received a call on 03/14/2024 from him stating he was reporting us to BBB and suing us, for fixing something that didn't need to be. However, it clearly did because he approved and excepted the original diagnosis. The most current time on customer vehicle with no charge was 2 mechanics at 1 hours each for a total of $220.00 along with a $40 tube of sealant at no additional cost.