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:10/05/2022

  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.

  I took my car in for inspection and an oil change. Montey, the mechanic, called and said for some reason he couldn't get the car back into gear after draining fluid from the car. He had to tow the car to dealership to figure out what mistake he made. He told us to tow the car to **** since he was unable to fix this. **** reported that it was most likely due to the transmission fluid being drained instead of the oil. Ended up being a $4000 bill from ****. Montey avoided my phone calls and stated he will not be involved in helping us fix/pay for the mistake he had mad. My car came back with a dent in the door and a broken under-light as well. Do not want this to happen to anyone else!!

  Business Response

  Date: 10/19/2022

  This is a response to the complaint from ****** and ********************* concerning their 2016 ****.
  
  ****** and ********************* dropped their 2016 **** ** off for an inspection and oil change.  This was our first time dealing with the ******* and this vehicle.  We road tested the **** for approximately one mile as required by the PA safety inspection handbook.  We then performed the emissions and safety inspections and oil change.  When finished, we proceeded to back the car out of the bay, but it would not move forward or move backwards.  At that time, we observed a message in the dash informing of a transmission error.  We plugged in our Snap-On scanner into the OBD 2 port.  The code that it read was a ******* code which was a "shift fork calibration code."  We then proceeded to investigate the ******* code.  One of the first things to do when that code appears is to check the level of the transmission fluid.  On this particular vehicle, there is no dipstick to check the transmission fluid.  At that point, we called **** and explained the situation and that we were not sure of what was going on with his vehicle.  We then went to the **** dealer to purchase the fluid for this vehicle in case when I checked the level if it was low, I had the proper fluid on hand.  I returned and checked the fluid and found it to be adequate.
  
  At that point, I consulted with an expert in European/**** vehicles in Mechanicsburg.  He was familiar with the **** A6.  After hearing the details, he advised us to send the customer to the dealer as he knew that these particular transmissions had issues.  I again called **** and explained that I had spoken to this **** specialist,  and that he was not willing to look at or work on this vehicle and suggested that the dealer would be where **** should take the car.  **** said he would have *** pick up his **** and tow it over to the **** dealer.  I asked him to notify me after **** looked at the vehicle.  **** said that the dealer told him that it needed a transmission, but that they could not get the transmission or parts for 3-4 weeks.  I asked him to please contact me after they got the parts and whatever was needed to repair the transmission issue, and then I would talk to the dealer about this situation.  **** then called and said that *****, the service manager, was the one we would want to speak to at the dealer.
  
  Approximately one month later when the car was finished, **** called our garage to tell us it was finished.  We were on vacation and did not get the message that **** had called.  **** then called us and told ** the **** was finished.  We then proceeded to call **** back the same day.  I then told ********** would stop in at the dealer the next day.  I went in the morning of that next day and was told ***** was on vacation.  I was directed to talk to ************* who is an **** certified expert.  His opinion was that if I had not worked on the transmission, then the failure was not mechanic related.  ****** made it clear that it was the triptronics part of the transmission that failed.
  
  I then called **** and communicated that to him that after speaking to the dealer and knowing that I had not done anything to the transmission to cause this failure, that I do not feel that I should be held responsible for this catastrophic failure.  I had only driven it one mile of the 105,962 miles that were on the vehicle.  
  
  Concerning the complaint of the door damage and broken lens, we would have failed the vehicle for safety inspection as the lens cannot be broken, and the vehicle passed safety inspection.  The vehicle was towed away from our shop and was on the premises of the dealership for approximately a month and thus was not in our possession for that entire time.

  Customer Answer

  Date: 10/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The car had always driven completely fine. There were never any issues with the transmission and it had never given any codes before. As stated in your response, you put the car in gear to drive it for a mile and then it passed inspection. After the inspection, an oil change was completed. Then, you stated the car would no longer go into gear and you were not sure why. You had stated that you did not work on **** transmissions, yet you ran diagnostics and purchased transmission fluid that you did not have. The car was then towed to ****. **** received the vehicle and went over everything. ***** stated that this is an error that some mechanics make when they accidently drain the transmission fluid instead of the oil, since the transmission and oil drain plug are in close proximity. Thus, causing the transmission to seize, not allowing it to go into gear. I can only assume this is when you decided to purchase more transmission fluid- to refill it.
  
  Regards,
  
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