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:02/02/2023

  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 brought my 2013 Mini Cooper S to Import Auto around April or May of 2022, the diagnosis was it needed a valve job. They “fixed” my 2013 Mini Cooper S for a valve problem in the engine, which required them to also replace the timing components, head gasket, and also resurface the head. I picked it up in early July. 5-6 months later, in early December of 2023 it broke down again. I towed it back there and requested a diagnosis and that I was suspicious they did not properly repair it the last time. They claimed the “piston broke” and it wasn’t related to their repair, so therefore I should tow it back to my house and get it fixed elsewhere. Well, I’ve had multiple mechanics take a look at the pictures I was provided, and they all, separate from eachother, told me that the reason it broke down a second time is 100% related to what they fixed the first time. The first time; they replaced the timing chain, head gasket, and valves. The head gasket was the main culprit for the second break down. Now, I will not name this person at this time, however, I know a gentleman who also took his Mini Cooper there, had the same repair done the first time; and 5-6 months later just like mine it broke down again. He, however, told me they agreed to replace his for free, but have not touched it in months, knowing good and Well they won’t make any money on it, so they have just let it set. I have multiple pictures and mechanic statements to reassure my suspicions with them being at fault, and I am seeking a full repair. Thank you.

  Customer Answer

  Date: 02/06/2023

  Hey ***, the mechanic  will be getting me his statement tomorrow sometime and I should be sending it to you Wednesday. Also, I know it’s too late because I already sent you my claim, but, I also wanted to state in my complain that I already paid $2500+ for the first repair, now they aren’t taking responsibility for improper repair and want me to pay another bill to get it repaired again. That’s why I’m even filing a claim in the first place, I feel I should not have to pay for another whole repair when the shop was at fault. Thank you! 

  Customer Answer

  Date: 02/07/2023

  
  
  Here’s the mechanics statement ***, signed and dated at the bottom.
  

  
  

  Business Response

  Date: 02/15/2023

  I am responding to a letter written by ******* ***** on behalf of **** ******. 

  
  My name is Michael Z****, owner of Import Auto Works. I have been in business for 37 years and worked in the automotive industry for 45 years. 
  Mr. *****' hypothesis of what happened to **** ******'s Mini Cooper is highly flawed. 

  
  All work done was to factory specifications with factory tools. We have worked on hundreds of Mini Coopers. Mr. ***** has a very limited scope of what happened due to him only viewing pictures. 
  The car was repaired in June of 2022 and driven 11,108 miles before being returned. The car was driven until it would not run anymore. If there were any problems, we were not notified until the car came back on December 7, 2022. This is the customer's responsibility to take proper care of his car. The damage that was done was a very accumulative process. As shown in the pictures that we provided, number 1 cylinder was severely damaged. Mr. ***** thinks the car was hydro locked multiple times by antifreeze entering the combustion chamber. No evidence of this was found. Number 1 cylinder was severely melted by extremely high combustion temperature. This was caused by either too much boost or not enough fuel. Number 1 piston broke on the outer edge next to the ring glands. This is the thinnest part of the piston. A hydro locked engine, which would fill the cylinder full of antifreeze, would put even pressure across the top of the piston. Hydro locked engines bend connecting rods, they do not break pistons. Hydro locked engines will not turn over until antifreeze is removed manually. Also, if the cylinder head had hydro locked and broke the piston, antifreeze would have been forced into the crankcase, contaminating the engine oil - there is no evidence of 
  this. 

  
  We have seen this numerous times on other engines: high combustion temperatures severely overheat the piston to the point of breaking it at the thinnest point. 
  As for the piston being cleaned off, this happens when you have no compression and the injector is still spraying fuel into the cylinder. Gasoline is a very good cleaning agent. Extremely high combustion temperature also would burn through the head gasket at the weakest point (between the cylinder where there is the least amount of clamping force. Antifreeze does not burn, it evaporates. The burnt residue he is referring to is hylomar head gasket dressing that we use on every head gasket. It is made to seal minor imperfections in the cylinder head and block. 
  I have seen this similar failure on other turbo charged cars that have been over boost or ran 
  lean. 

  
  Our work was done correctly, not "foolishly" as Mr. ***** said. (the car ran perfectly for 11,000 niles) 
  
  We do have a warranty on all our work of 12 months/12,000 miles. The damage done to this car was not the fault of faulty workmanship, it was other failed parts such as the fuel injector or improper tuning (too much boost). I can not have a warranty on parts that I did not replace or modifications (tuning) that are done to the car, as this is out of our control. This car has multiple modifications done to it and it is far from "stock". 

  
  Once again, our work was done correctly and to factory standards and we do not accept liability for the damage to Mr. ******'s Mini Cooper. Without proper knowledge and facts, Mr. ***** has come to a wildly absurd conclusion. 

  
  No further action will be taken on my part. 

  
  Thank you, 
  

  Michael *. Z****, Owner Import Auto Works