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:08/15/2023

  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.

  6/14 my truck stalled and was towed to A1. They reported that it was the fuel pump, and at pickup I was told that if my check engine light came on to bring it back in for a new catalytic converter cap. Light came on within days, and I returned the truck to A1. These two fixes totaled approximately $3000. 6/30 my truck stalled on the freeway, but started after being filled with gas.I brought my truck back into A1 on 7/11 or 7/12. I did not hear from them, so on 7/18 I called for an update. I was told my gas cap had a leak, and it was ready to be picked up. When I arrived the mechanic mentioned that my truck had been driven by another mechanic to his house. Also mentioned was that one of the mechanics had gotten a DUI over the weekend. I take my truck home and at that time notice that there is a leaf blower and an empty Redbull can in my truck bed. Dealer plates were left on, and truck had also been washed. This lead me to check the odometer against the reading on my invoice. The odometer had a difference of 239 miles. My home is less than 4 miles from A-1, meaning my truck was driven approximately 230 miles.I received a voicemail asking for the dealer plates back. The next day (7/19) I received 2 more voicemails regarding their plates. On 7/20 I spoke to mgr *****, who forwarded me to owner ****. Any time I spoke with ****, conversation was completely dominated by his need for his plates back. It was suggested multiple times that someone from the shop pick up the plates (Not that I need to give an explanation for this, but I have a current restraining order following a home invasion, and I prefer to not have men I dont know at my house.) Our conversation concluded with, obviously we have your address, we know where you live (I have video of this conversation). ****** returned that day.The gas cap situation alone was concerning to me, but following this interaction I have no reason to trust anything that was told to me.

  Business Response

  Date: 09/05/2023

   

  Customers Statement of the Problem:
  - 6/14 my truck stalled and was towed to A1. They reported that it was the fuel pump, and at pickup I was told that if my check engine light came on to bring it back in for a new catalytic converter cap. Light came on within days, and I returned the truck to A1. These two fixes totaled approximately $3000. 6/30 my truck stalled on the freeway, but started after being filled with gas.

  6/16/23: At delivery of 1st original repair from tow in:

  Warning signs of additional up & coming issues (not the reason vehicle was towed in) discussed with Ms. **** that were discovered during the original diagnostics of the "died while driving" tow in condition. No *** (diagnostic trouble codes) "fault codes" were present when replacing the fuel pump, however the technician could tell the vehicle was going to need additional repairs soon. 1. Catalytic converter temperatures show the need for the replacement of these parts as well soon. 2. Fuel cap seal is suspect to failure soon as well. (again, no trouble codes)

  6/21/23: Customer back in for additional diagnostics & 2nd repair for the previous items we spoke about,

  Service engine light came on the following week original repairs were completed, like we suspected they would. We then scanned the *** fault codes to verify the catalytic converters need to be replaced. Also, had codes for evaporative faults. Admittedly we should have stressed this to Ms. **** & just replaced the fuel cap at that time as well knowing the condition of the seal on the part was not the best. However, we did not replace that part until the 3rd repair.

  - I brought my truck back into A1 on 7/11 or 7/12.

  7/12/23: customer back for 3rd repair diagnostics of Evaporative *** fault codes (gas cap issue). No diagnostics labor charges to customer, discussion in regards to installing a factory fuel cap and test driving to make sure ALL the computer monitors in the vehicle have been fully tested and are "set-ready" and no more service warning lights would come on. This process can take quite a bit of driving and Ms. **** was informed that ************** would be driving this home. This was agreed to and part was ordered.

  - I did not hear from them, so on 7/18 I called for an update. I was told my gas cap had a leak, and it was ready to be picked up. When I arrived the mechanic mentioned that my truck had been driven by another mechanic to his house.

  7/16/23: phone log shows we had called Ms. **** and left a message with an update (or to call back so we could update)

  - Also mentioned was that one of the mechanics had gotten a DUI over the weekend.

  None of our employees have a DUI at all, Spoke ALL staff about this comment. Not one employee even knows "anyone" in their circle of people they know that has had one recently. The reason I asked my staff this this quetions, is thinking maybe Ms. **** had overheard another conversation by chance? Also, to address anyone having a conversation like this at all would be inappropriate and 100% against our company policy. We honestly have no idea what the intention or relation to her vehicle repairs was by this comment?

  - I take my truck home and at that time notice that there is a leaf blower and an empty Redbull can in my truck bed.

  This was a clear oversight on my staff by not making sure the vehicle was cleaned and quality checked before delivery back to Ms. ***** These items belonged to one of our technicians that was test driving the vehicle.

  - Dealer plates were left on, and truck had also been washed. This lead me to check the odometer against the reading on my invoice. The odometer had a difference of 239 miles. My home is less than 4 miles from A-1, meaning my truck was driven approximately 230 miles. I received a voicemail asking for the dealer plates back. The next day (7/19) I received 2 more voicemails regarding their plates. On 7/20 I spoke to mgr *****, who forwarded me to owner ***** Any time I spoke with ****, conversation was completely dominated by his need for his plates back. It was suggested multiple times that someone from the shop pick up the plates (Not that I need to give an explanation for this, but I have a current restraining order following a home invasion, and I prefer to not have men I dont know at my house.)

  Our conversation concluded with, obviously we have your address, we know where you live (I have video of this conversation). Plates returned that day. The gas cap situation alone was concerning to me, but following this interaction I have no reason to trust anything that was told to me.

  ************** statement is completely out of order in regards to the "tone & domination" of the phone calls we placed or conversation we have with Ms. ***** After realizing Ms. **** had called back to let us know of our obvious (unexcusable) lack of respect in leaving personal belongings inside her vehicle, My staff also realized that the "dealer plate" we used for test driving purposes was accidentally left on her vehicle and not removed at the time of delivery to her. The dealer plate is commonly used on customers' vehicles that have expired tags or no plates at all for test driving purposes. These plates are used so my staff does not get pulled over by police for this test driving procedure that is required. The dealer plate is an item that is commonly stolen by thieves and considered of very high importance. We need to get it back in our possession as soon as possible for multiple reasons. Both my staff and myself had left messages over a couple days with no reply to us by Ms. **** at all. Yes, I did stress to Ms. **** about the urgency of getting the plate back in our possession on the 4th voicemail left for her. Everyone of my staff and myself " nicely" offered to just come and pick it up at home or work so as not to "inconvenience" her at all because of our "stupidity" (yes I used those words)!

  **************** comment of "we obviously know where you live" was spoken in the nicest, most sincere, empathetic tone of voice without ANY condensing intentions whatsoever. I have NO idea how or why she would have a Video recording of this as it was over the phone and not in person?

  As far as the extensive distance that multiple staff members drove the vehicle, we needed to add fuel to continue to drive and set these monitors to assure Ms **** would not have to return for a 4th time. I understand her concern with that many miles; this is a bit unusual (but is a common thing we do for our customers). My staff definitely could have done a "better job" informing Ms **** to the extent of how many miles we had driven her vehicle. Please note that all this testing and driving was done as a courtesy / no charge to her at all for any labor whatsoever. Ms. **** did reimburse us for the new Fuel cap and $56.00 in fuel we put into (and was mostly left) in the tank at delivery. .

  Lasty, my most sincere apologies to Ms. **** about this final repair process and realize how unprofessional it seems to her. We have a great staff and truly give 110% to our customers, however we are also human and make mistakes as well. I hope this will clear up some of the complaints filed towards us, Also, I do not feel offering a "billing adjustment" for this issue would make Ms. **** satisfied or want to come back to us in the future for services. Unfortunately, I feel we have lost a customer.

   

  Regards,

   

  ****************************

  (Owner) .