Complaints

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• Initial Complaint

  Date:08/08/2023

  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.

  I was told to I needed to buy a $3,490.50 transmission and then found out I did not need the transmission and they won't refund me the transmission it is still in the box and not installed on the vehicle and the $2000 core deposit was not given because they never took the old transmission out and put the new one in and returned the new one out and I been waiting 4 months for them to make it right and there has been no resolution I also bought a rear crossmembrianing bracket from ********************************** for around $276 and it was never installed I believe they should be held accountable for what they made me buy and reimbursed for it as well as my transmission There was a different head mechanic and the new one said I didn't need the transmission and they are refusing to do the work

  Customer Answer

  Date: 08/08/2023

  All interactions were over the phone or in person my car is currently sitting in there lot 

  Customer Answer

  Date: 08/08/2023

  I forgot to to add we cannot return the transmission

  Business Response

  Date: 08/10/2023

  August 10, 2023
  
  To Whom it may concern
  
  A Customer by the name of *****************, not *********************** did come into the shop with an initial complaint of a vehicle not starting and had the vehicle towed in on April 11, 2023. All communications were with *****************, so I am unaware of who *********************** is.  After the initial check of the vehicle, it was determined that the vehicle needed a fuel pump to address customer reported concern.  It was also noted that there was extensive rust, specifically the rear crossmember and that the transmission was leaking severely and that it would not hold in park.   The work stopped at this point and discussed the with customer, which we indicated that vehicle would require extensive repairs to repair the rust in order to pass PA State Inspection.  It was noted that there was a possibility that the car would need a transmission based on the initial assessment, but it was not fully diagnosed due to the inability to start and drive the vehicle.
  
  The customer indicated that he would need to decide on what they wanted to do related to the repairs of the vehicle after speaking to his mother.   After a few days the customer arrived at the shop with a rear cross member. The customer was informed that we do not allow customers to provide parts for repairs to avoid issues with parts and warranty concerns.   We agreed we would provide a better estimate of the work required, and upon further evaluation, we recommended that the repairs not be performed due to the cost and the overall state of the vehicle.   The customer then informed us that they had already purchased a transmission and that they could not return it.
  
  The transmission vendor called to deliver the transmission, which we declined, because of the desire not to perform the repairs.  The customer requested we perform the repairs, which we begrudgingly agreed to against policy.   During this time, the repairs were delayed due to timing and a final evaluation of a detailed list of required repairs.   It was during this time that we hired a new technician.  The new technician wanted to confirm the transmission issues prior to installation of the new one, which would have required the car to be operational first in order to perform transmission diagnosis. Without having the ability to fully diagnosis the transmission we cannot say with certainty the transmission is bad or good but can say it is leaking fluid extensively and that it will not hold in park.
  
  The underbody rust was so severe that we recommended to the customer bring the car to a body shop for these repairs, as these repairs are not something we typically do, and they would be better suited at a body shop.  After discussing with the customer, he agreed and he stated he did not want to pursue the repair, but his mother did and she was paying.   Additionally, the customer stated he was fully aware of the extent of the rust prior to bringing the vehicle in, as they had performed repairs on the front under body components already themselves.  The customer agreed and decided to have the car taken to another shop to have the work completed.
  
  Overall, I believe the customer was informed of our recommendation not to complete the repairs, with the customer at every opportunity insisting they wanted the car repaired.  I believe the customer prematurely purchased the parts after our initial evaluation, which was incomplete due to our initial recommendation of not performing the repairs and that the vehicle was not worth the repair effort.  Additionally, we as a shop do not allow customers to provide their own parts.  We attempted to make an exception because the customer had already purchased the parts and they were not returnable, Additionally, the rust repairs would need to be performed by a shop that specializes in those types of repairs first, and the car needed to be in a runnable state in order to complete the transmission diagnosis.

  Customer Answer

  Date: 08/15/2023

  [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:
  They never said they didn't wanna do the work until August ***** is my dad and he was handling the majority of the conversations with the car and the transmission because of my work schedule my Grandma did order the car part because we were told we needed one we ordered it and then advance auto parts, delivered it to them in which they still have the transmission currently. They also have had the car since April and it wasn’t until August and they said they weren’t going to do it at no point did they say it could not be fixed they just said it would cost more money than they thought it was worth, but it was customers decision yes my grandma was pushing for it to be repaired and the the only estimation was over the phone and they said it cost 2,500 to have those things done 

  Regards,
  
  ***********************

  Business Response

  Date: 08/21/2023

  The customer recently picked (8/12/2023) up the car, and left the transmission, which is here for them to pick up during business hours.  There were a number of conversations between ***************** regarding this vehicle over the course of several months.  In some case waiting on the customer to respond to raised concerns and other time waiting on scheduling at the shop.   There was never a detailed estimate provided to the customer, although the customer asked for a ballpark figure to repair the rust and install the customer provide transmission.  We informed the customer we would not know until a detailed evaluation could be made, when the customer pressed for a number, which $5000 was provided as a ballpark.  The customer responded several weeks later that they would like to proceed with the work, at which point they were told it would be a while before we would be able to get to the vehicle to prepare a detailed estimate.  Once we were able to look at the rust in more detail, it was determined that the customer would be better suiting to have the rust repairs to shop that specializes in those types of repairs, which ***************** agreed, and said he would make arrangements to pick up the vehicle.   As mentioned, until the vehicle is in a drivable state, the transmission cannot be diagnosed.

  We do not allow customer provided parts; however, an exception was made for ***************** due to the fact he had purchased the transmission.  If a detail evaluation had been completed prior to him purchasing the transmission, this situation would not have occurred.  It has always been our position and recommendation that the vehicle repairs far exceeded the value of the vehicle and that the repairs would not extend the usefulness of the vehicle.  ***************** Agreed with this on a number of occasions but insisted that his mother wanted the repairs rather than purchasing a used car, which they had considered ******* I believe).

  We certainly understand the frustration by ***********************, but at every step of the way there was a rush to get parts and get repairs started by the customer that resulted in the premature purchase of the transmission.  The car should have been brough to a body repair shop for the rust repairs first.

  Customer Answer

  Date: 08/21/2023

  [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:
  ***************** asked for transmission seal to be redone and asked for the gas sending unit to be done with fuel pump. They agreed the fuel pump needed done call back four weeks later to the transmission needed done at which point we purchased the transmission and then it was another month before the transmission came in. It took two months for them to tell us that we didn’t need a transmission had. They told us it wasn’t a transmission it was needed instead the transmission seal. We would’ve not bought the transmission, which is why I’m seeking for them to pay for the transmission that was ordered through advanced auto. See Staws’ second response “We do not allow customer provided parts; however, an exception was made for *** ***** due to the fact he had purchased the transmission. If a detail evaluation had been completed prior to him purchasing the transmission, this situation would not have occurred.”
  
  ”There was never a detailed estimate provided to the customer, although the customer asked for a ballpark figure to repair the rust and install the customer provide transmission.”
  Straws’ First Response 
  “It was noted that there was a possibility that the car would need a transmission based on the initial assessment, but it was not fully diagnosed due to the inability to start and drive the vehicle.”
  

  Regards,
  
  ****** & *****************

  Business Response

  Date: 08/24/2023

  1.  The customer needs to address the transmission return with the vendor they purchased it from.  We did not inform the customer to purchase it, as it would not be something we allow customers to provide, as we do not allow customer provided parts.  We attempt to accommodate, but ultimately the rust needed to be addressed by a specialist to a perform proper.

  2.  The fuel pump could not be replaced until the rust is repaired, because the rust was so extensive that the removal of the fuel tank to facilitate the fuel pump repair would have made the car immobile, because the entire rear suspension, and under body components needed t be replaced to include body repairs to facilitate the repair. 

  3. The customer never requested the axle seals be replaced, and it would not be something we would recommend until the transmission could be fully diagnoses.  There is still the possibility the transmission needs to be replaced, but there is no certainty to this until it can be diagnosis once the vehicle can be started and driven.

  4.  The customer has picked up the vehicle after a several weeks delay but has left the transmission her at the shop.

  5.  In discussions with *****************, he was aware of the situation and agreed with the decision, so we are stumped by the continued complaint.   We believe every attempt was made to accommodate the customer, and that agreement was reached on the best path forward regarding the rust repairs and the remaining repairs.