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:03/08/2023

  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.

  Initially Mike garage told was in need of power steering pump. Mike installed power steering pump...a few days later pump making noise took 2007 ***** ***** back because of it, he mentioned maybe air in line. than noticed power steering fluid is low. Took 2007 ***** ***** ...back to Mikes Garage...he agreed new replacement pump was leaking.... he said under warranty...he will replace again. the same circumstance happened again first the noise then notice still leaking. Mike changed power steering pump again. after a few days the same circumstances happened again...he is giving me explanation but still found discouraging ...first air inline than final admitting pump faulty...discouraged with several outcomes. took to ****** Garage and to ***** dealership see documents. Please Help the me get justice now being out $700.00 for faulty pumps! that still are bad...I Suspect poor parts sources plus I have additional billing from ***** dealership on power steering hose Mike should of caught ...today still pump leaks...***** dealer wants $1000 to replace. have to save to afford repair now Please Help Sincerely ******* * *******

  Business Response

  Date: 03/27/2023

  Customer brought his 2007 ***** ***** to our facility on 9/2/2022 for power steering pump replacement.  Per customer the pump is leaking power steering fluid. 

  When vehicle was put on the lift, the under carriage was coated in fluid.  The under carriage was cleaned and left on the lift to dry.  Once vehicle was dried, we confirmed the pump was leaking and saw that the rack and pinion also had a small power steering fluid leak.  Power Steering Pump was replaced.  When customer came to pick up the vehicle, we still had it on the lift.  Customer was brought into the garage and shown a small leak at the rack and pinion.  Customer left with the vehicle.

  Customer brought vehicle back on 10/6/2022, stating that the new power steering pump was leaking.   When vehicle was on the lift, we saw that the new pump was leaking.  Once pump was off the vehicle, we could see that there was a seal on the new pump that was leaking.  Power steering pump was replaced under warranty, at no cost to the customer. 

  After the second power steering pump replacement, customer called stating that the pump was still leaking and making a whining noise.  We offered to get a power steering pump from *****.  Explained to customer that he would be responsible for the cost difference in the power steering pumps and would be installed at no charge to him.  Customer declined to have a power steering pump from ***** installed.  Asked customer to bring vehicle back so we could determine if the second pump was bad or if there is a leak coming from some where else.  ******** stated that his wife wanted to wait awhile before bringing the vehicle back. 

  We have not heard from customer since.

  Customer Answer

  Date: 04/03/2023

  Complaint: ********
  
  I am rejecting this response because:Thank you BBB...Certainly their response is not accurately presented . The 2007 ***** went into Mikes garage with report of loosing power steering fluid with suspecting of leak. Mike investigates  the repair ...They gave me estimate of repair of little over 630 dollars when picked car up the bill was 701 dollars because they said was unable to obtain replacemnt pump from there usual vender. As you know few days later took back to Mike I complained of winding noise and fluid leak Mike mention air may be in line...added fluid and drove a few days only to return with same results. And complaint . Mike had me make another appointment to return car for repair he mentioned part still in warranty. After investigating again he replaces with second installed power sterring pump... same results!...took back to Mike for wining noise and loosing power sterring fluid. His explanations took my trust air could be this or that talk I remembering his die in system lost trust in Mike after several of his responses. Maybe could be hose or something else...mind you again he mention using die to determine where leak was. Mike last excuse totally took my trust. So when could put in to ****** ****** *****, Allentown...you know from documents provided what they found and repaired. Soon after that had second Mechanic  check for tune-up thinking of another repair wanted done because car was shimmy found due to bent rim but he spoted leak in power steering pump the one Mike put in...so had repaired at his garage and was successful ...***** with hose... ***** with power sterring pump. The testimony of ***** dealer service department and **** mechanic repair both put wholes in Mikes explanations...which gives suspicion of where he gets his parts. So because of Mikes numerous excuses and empty explanations killing trust of has ability to fix... had repaired. please see document...provided. And take note of additional cost that should been done the first time at Mikes garage...also did not have air in line as Mike suggested from several returns to him previously!  *** I believe I'm due a refund since he never completed what he said repair completed was and needed...other garages repaired correctly.  Trusting Mike with any repairs was lost with the empty explanations. Please see phone numbers of ***** dealer and ***** to verify. Thank you. Beleive I'm due REFUND for poorly repair and inconveniences  thanks again for any assistance in this regard and notice to future consumers. 
  Sincerely 
  *****************************
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 05/08/2023

     I contacted ***** at ***** Garage to find out what was seen with the power steering pump and how it was repaired.  Per ***** the ** ************* steering pump we installed the second time was installed correctly but was leaking, so he installed a different brand pump.  ***** also mentioned that he has stopped using the ** ******* parts due to multiple part failures from them.  I understand **.******** frustration with the entire situation, but I did explain to ***************** that we were also having problems with the quality of the parts and explained if he has any problems with the second pump that we could upgrade him to another brand pump he would be responsible for the cost difference between the warranty pump and the said new pump. The labor and the cost of the warranty pump are under warranty as stated at the bottom of his invoice. We offer our clients a 2 year /24000 mile no questions asked warranty.  It was **.******** ****** to take the vehicle somewhere else to have what he knew was under warranty repaired.
  Sincerely,
  *****************************

  Customer Answer

  Date: 05/26/2023

  
  Thank you, BBB...although I can't understand why the holes in explanation are not seen! after repair at Mikes, several times it was needed to take back to Mike, hearing his lame excuses and now Mike admitting He has had problems with this certain venders' parts...why did he keep using! in the first place... He changing it twice!
  
  You know BBB twice had to return with his explanation that it could be air in the line etc. twice returned to Mike for the pump to be changed! ...meantime leak continued...After these several returns air in line note mention of hose only in excuses it may be? hose "TRUST" was compromised! Mike said he talked with ****** garage ...why didn't he talk about the repair I had done at ****** ****** *****, Dealer in Allentown, PA. with the same problem only it was a HOSE...that needed to be changed "People are who they are!" Its lost! money...and NO he can't understand my frustration because he being the mechanic he at time was trusted...only to my disappointment. Mike has not lost money, Mike has taken 700 dollars plus from me without doing what he promised, that is to stop leaking power stirring system problem with satisfying, correction... results I paid him for with good faith...he failed at that. BBB the other Mechanics saw Mikes mistakes and with repair done correctly never has it needed to be returned because air was in the line! etc. Note please...understandably Mike killed my trust in him, that is why I had to move on from him. Thanks for giving a voice... convinced now, Mikes poor explanation assures! me not to use His garage ever again. Thanks Again...suggest though, that BBB talk to garages themselves. ***** dealer and ****** Garage. I've lost $700 in money and time, feel I was disrespected and robed.
  
  Sincerely
  ******* *******