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:05/07/2025

  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.

  Well my experience has been goin on for more 6 months I paid close to $3000 from my pocket and $3000 from my warranty company for a rebuilt transmission on ******* Explorer but was told on a slip up (sup ****) that they tried to just put a Solenoid in my transmission (but I paid for a rebuilt transmission) but anyway when I said something about it I was told this would be third free transmission FREE $6,000 is considered free now **** ok when it should of been fixed right the first time then asked for my refund and was told the owner (Will) that they're not going to give me my refund back so ok fix it right for that $6,000 I had this problem with them since last year and still goin through it as I write this now and still don't have any clarity on when my car will be done they've had for over two months now and it's the third time I've had to bring it back for that $6,000 dollar transmission and they still have my car they took it the **** in ******* PA told them that they didn't want them to fix it now there's a $900 bill on my car so I can't even go get my car if I wanted to

  Business Response

  Date: 05/07/2025

  **** originally brought his vehicle in for transmission issues. He is using a 3rd party aftermarket warranty. We diagnosed the vehicle, filed his warranty claim, replaced the transmission with a new remanufactured unit sourced from our local parts vendor. Unfortunately the transmission that was sent to us to install had issues. We contacted our parts vendor. The company that sent us the part sent a valve body to attempt to fix the newly installed transmission. That did not fix the issue. They sent us a 2nd transmission. We installed the transmission and test drove the vehicle extensively. We returned the vehicle to the customer after he paid his portion of the invoice. A little while later the customer stated that the check engine light came back on. He dropped the vehicle off and we checked it out. The code was for a transmission related issue. At this point our diagnostic abilities were maxed. We chose that the best course of action would be to take the vehicle to the local **** Dealership since they have the most up to date, vehicle specific diagnostic software. ****** **** of ******* had the vehicle almost 1 month before the transmission technician could look at it(he was that busy). They did extensive diagnostic testing over the course of weeks because the vehicle would act up and then be fine. There technician even came in on a saturday, on his own time not getting paid, to attempt to diagnose this vehicle. They found a wiring connector that was cracked and its a discontinued connector. There technician had a spare and we authorized them to repair the wiring harness. Fixing the wiring harness did not resolve the issue. 2 days ago **** called us and said they think that solenoid pack is faulty in the now 2nd transmission that H&L installed. We instructed **** not to replace it because we now have to file a claim with the parts supplier that sold us the transmission again and see how they want to proceed. Up until this point **** has been kept up to date. Unfortunately this is not a fault of H&L Auto. This is an unfortunate situation of faulty parts supplied and the necessary procedures need to be followed. H&L is just as much at the mercy of the parts vendor as ***** **** is rightfully upset. We would be too if we were in his situation. H&L has a $900 bill at **** NOT ***** **** has simply been calling **** and harassing **** about his vehicle. **** has already left a ****** review stating that we are racist. He stated that if you're a man of color you better find another. He insinuates that he is being treated differently because he is black. He is not. **** is upset and we sympathize with him 100%. This is just as bad for us as it is for him. But H&L is doing everything in our power to get marks vehicle back on the road safely. Simply issuing a refund would not solve marks problem. He would need to take his vehicle somewhere else and start the process all over again AND have to pay out of pocket because the parts vendor warranty is through us.  

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  A refund in my car will solve my problem I can take it to a garage that wants to do the work and get it done in a timely matter and for way less than $6,000 so yeah a refund in my car back would greatly help out my situation and I only want what I gave y'all I don't care about what the warranty gave you all that's between you and the warranty but I know I want my.close to $3,000 sir in my car intact since this is to big of a job for y'all you could of just denied it no you took my money andyou already broke my steps on the driver side and I also went to a garage to see if anything else was wrong with my car other than my struts in my sway links and there's nothing else wrong with my car except for the side steps that y'all broke so no I will be pushing this agenda until my car is returned because this is ridiculous April of last year you were paid pass April of this year now may and still the same issues and was told I will not receive a refund y'all trying to bully me I don't appreciate how y'all handle business 
  
  Regards,
  
  **** *******

  Customer Answer

  Date: 05/07/2025

  M craw <********************************>
  4:08 PM (2 minutes ago)
  to me
  
  My car is also being held at ******************* at ********** because h&L automotive told them to do diagnostics on the problem and they did and **** told them that it would be $900 they told **** that they're not going to pay it don't fix the car they was coming to do it their self that's what was told to me about **** today and my car has been at **** for a while now waiting for h&L automotive to come pick up my car and pay that $900 so I can't even get to with belongs to me because  H&L automotive put a bill on the car so now **** in ******* PA will not release my car my car is a **** explorer 2006 XLT in the *** number is ***************** feel free to call them to see if my car is still there and what's owed on it thru H&L Automotives I guess other company Wagner 

  Business Response

  Date: 05/08/2025

  I have attached the final invoice for ***** As you can see there are multiple other items as well that were diagnosed and serviced AS WELL AS the transmission replacement. So while his total bill for EVERYTHING was around 6k. The comment of a 6K transmission replacement is false. The entire bill for the transmission, all diagnostic, the radiator, the brakes was around that total. **** was instructed NOT to replace the valve block because the part vendor of the transmission needs to make that decision. That is not an authorization that H&L can make at this time. If **** does not want his vehicle fixed that's fine. The 3rd party warranty company will be notified accordingly. He will not have a warranty of any kind (through his 3rd party warranty OR through the parts vendor that rebuilt the transmission) for the transmission that is currently installed in the vehicle. ****s portion of the entire bill was $2,665.60. H&L will agree to refund **** a total of $1,151.60 which would be his portion paid towards the transmission replacement ONLY. H&L would agree to this refund ONLY AFTER **** removes his slanderish review from ****** and All Remarks/Reviews from BBB since these reviews and remarks are false information and deformation of character related. H&L stands by the fact that they did everything in their power to fix ****s vehicle correctly. The issue is not with H&L or its ability to repair a vehicle. The issue that **** is having is due to parts related failures. These failures are out of anyone's control. IF **** agrees to remove these items then H&L will issue and mail a check to **** for the refund amount mentioned above, no more than 30 days(standard refund timeline) after the reviews and comments have been removed. H&L will be making arrangements to go pick up ****s vehicle from **** and obviously pay the balance owed for their diagnosis and the authorized wiring repair, next week 5/12-5/16. If **** does not wish to remove his remarks and reviews then he will NOT be issued any refund. **** will be contacted next week to come pick his vehicle up from H&L.