Complaints
This profile includes complaints for 5A Repair's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:11/18/2024
Type: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 TOOK MY VEHICLE TO 5A REPAIR TO GET IT REPAIRED. THEY INSTALLED A NEW ECM(COMPUTER) AND PROGRAMMED IT. CALLED AND SAID VEHICLE WAS READY BUT I NEEDED TO HAVE THE FORD DEALERSHIP FINSIH THE JOB BECAUSE THEY CANT PROGRAM THE (TCM) FOR THE TRANSMISSION TO WORK CORRECTLY. I PAID 946.94 ON 11-5-2024, THEN TOOK MY VEHICLE TO FORD TO GET THE TRANSMISSION PROGRAMMED. THEN AFTER PICKING VEHICLE UP, I WENT TO DRIVE ON THE HIGHWAY AND THEN MY VEHICLE WOULDN'T GET UP TO HIGHWAY SPEED. WENT BACK TO 5A REPAIR AND TOLD THEM THEY INSTALLED THE ECM WITH A GOVERNOR ON MY VEHICLE AND THEY TOLD ME THAT IT WOULD COST THEM TO MUCH TO REPROGRAM MY VEHICLE WITHOUT THE GOVERNOR ON IT. THEY TOLD ME I SHOULD TAKE MY VEHICLE BACK TO FORD AND PAY THEM TO REPROGRAM MY VEHICLE WITHOUT THE GOVERNOR ON IT. SO NOW MY VEHICLE WILL NOT GO MORE THAN 74 MPG AND WOULD NOT FIX IT THEMSELVES
Business Response
Date: 11/25/2024
When the customer dropped off his Ford Transit Van, all that was told was it needed the ECM installed that the customer had, and that the old ECM had been drug out from under the fender well where the customer had used spray foam to hold it in place. After pushing it into the shop we discovered the customer had brought a used ECM that could not be re-programmed. At that time we called the customer with the price to order a New ECM and he approved the order. When the ECM came in, we pushed the van back into the shop and discovered that when the ECM was pulled from under the vehicle, it had pulled wires from the connector as well as pins from the original ECM. We then proceeded to re-pin the connector to insure a good connection. Which was time spent that wasn't charged on his invoice. Once the new ECM was install and programmed with our Snap On Pass Thru, the vehicle would start and run but would not communicate with the TCM. After further diagnosis we discover we did not have access to the programming needed to fix that issue and called the customer to let him know that it needed to go to a Dealership for that. The customer then took the van to the dealership for programming. The following week the customer came in complaining that the van would not run over 74MPH, While he was here we called a Ford dealership and explained the situation, and was told that since it is classified as a COMMERCIAL vehicle and they could not re-set the governed speed. With that we confirmed that we would not be able to as well for insurance purposes. The totals on the invoice are for programming the we had to buy from the Ford Site and the new ECM. As a business all we made was to basically cover our cost on this job.
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