Complaints

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• Initial Complaint

  Date:04/09/2024

  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.

  On march 14 they were hired to put timing chains in my car when the car was picked up I have Rod knocking

  Business Response

  Date: 04/10/2024

  ******* **** <**********************>
  Attachments
  Apr 9, 2024, 5:44 PM (22 hours ago)
  to ************************************** *****
  
  Good afternoon,
  
   
  
  My name is ******* ****, and I serve as the Business Manager for ******* Automotive, LLC, in *** *********, ****.
  
   
  
  Regarding Complaint ID ******** from **** *******, ** ******* contacted our office to review warranty work for one of their customers, **** *******, to potentially fix a timing set issue.
  
   
  
  We agreed with the warranty company that we would be happy to look at the vehicle. ** ******* arranged to deliver the vehicle to our shop in *** *********.
  
   
  
  Once we received the vehicle, our team pushed the SUV into the shop to complete a proper diagnosis. We identified that the SUV needed a *** timing set and provided the estimate to ** ******* (warranty company) for approval to complete the work. They approved the estimate to replace the timing set, and the customer would have to pay a $50.00 deductible plus the cost of the oil change and fluids required to complete the job.
  
   
  
  Following the completion of the agreed-upon repairs, including the replacement of the timing set, oil change, and coolant refill, our mechanic conducted thorough testing, ensuring the SUV's functionality met the highest standards. We provided the proper documentation and photos to the warranty company to close out the invoices. Our front office, ******, called the customer to notify them that the work had been completed and they could pick up the vehicle.
  
   
  
  The customer has notified our office and the warranty company about a potential knocking noise coming from the engine. Our office and the warranty company have requested that the customer return the vehicle to the shop to diagnose the noise and determine whether we need to open a *** warranty claim.
  
   
  
  The customer has since refused to release the vehicle for a proper diagnosis. Our office called today at 2:00 pm and once again attempted to resolve the issue. Unfortunately, the customer would prefer to have her vehicle looked at by General Motors or another third-party mechanic shop.
  
   
  
  At this juncture, ******* Automotive has tried to address the complaint, and it's essential for us to step back since the repair falls within the warranty coverage. The current issue with the vehicle is distinct and unrelated; thus, it should be addressed by the warranty company, especially since the customer is refusing to have the vehicle delivered back to our shop for proper diagnosis.
  
   
  
  I have also attached photos of the work completed for your review. Should you have any additional questions, please feel free to contact me at ###-###-#### or via email: **********************
  
   
  
  Best regards,
  
   
  
  ******* D. ****
  
  Director of Client Relations | ***** *******, LTD
  
   
  
  P: ###-###-####
  
  M: ###-###-####
  
  A: *** ** **** *** ***** ** ********** ** *****
  
  W: www.royth*******.com
  
  E: **********************.

  Customer Answer

  Date: 04/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  So, with all of this being said if the Extended Warranty wants them to look at the vehicle and they started, or they do any additional damages because there is a rod knocking because they clearly did not drop the oil pan and clean it out, which you can google,call any garage and they will tell you That you have to clean out the oil pan and get rid of any remnants of any old parts, plastic gasket materials, anything because it will go up into the oil pump which causes internal motor issues which now is the case with this vehicle. If someone wants to pay to have the vehicle towed to them and they claim all responsibilities when they’re doing their diagnostics, which they did not, they use the GM diagnostics from *** ***** from the original claim because they don’t have a diagnostic machines like a regular dealership, so with that being said, you guys figured out and let me know because we will not be responsible for anything from this point forward and I have pictures of the motor underneath and the oil pan to show that there is no external damage to the motor and the oil pan was never dropped because it still has the original undercarriage dirt. As the co-owner of Shriners admitted to not dropping the oil pan and cleaning it out, so if that being said, I would say they’re at fault.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  **** *******

  Business Response

  Date: 04/18/2024

  Response and update: This is regarding scan diagnostics. We did scan the vehicle when it was originally towed to our shop, and our shop does, in fact, have a proper diagnostic machine. Please see the attached photo of the original scan with our diagnostic machine.  
  
  We have been in contact with the complainant and warranty company, Byrider. On Monday, April 15th, 2024, our two business partners, ***** ******* and **** *******, went to the complainant's residence around 6:00 to complete a diagnostic scan, which was completed. Unfortunately, we could not listen to the noise because the battery had low voltage and wasn’t charged; also it would be a liability for us to start the vehicle in case of a hole in the engine. Additionally, our diagnostic scan tool showed that the vehicle was driven with a low oil pressure light, potentially causing additional damage.
  
  At this juncture, ******* Automotive has tried to address the complaint, and we are stepping back since this issue falls within the complainant and warranty company's responsibility. The current issue with the vehicle is distinct and unrelated; thus, it should be addressed by the warranty company Byrider.