Complaints

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• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had my Van towed to Lee Myles Autocare + Transmissions at 10 Pine Hill Rd, Mount Pocono, PA 18344 on October 10, 2022. I have an extended warranty with ********* Contract #********** who recommended this service center. I was told by ********* that this is a highly recommended service center. Lee Myles has had my vehicle for more than 2 months and whenever I call them, I am told that they are still working on my vehicle and the price keeps getting higher. They are making repairs without my consent. They are padding the bill in their favor. This is my work vehicle and every day I don’t have my vehicle I am losing money. I believe they are committing fraud and need to be investigated. I am hoping once I submit this letter that they will not do something to my vehicle that would make it unusable. This is not a trustworthy service center. I need my vehicle ASAP; can you please help get my vehicle serviced properly before I take further actions, which will be a civil lawsuit against the service center and carshield.

  Business Response

  Date: 12/12/2022

  09 Dec 2021
  
  Yes, I am a preferred service center for ******** **** ****** (***) extended warranty company. I have had very many jobs for them. This company has grown larger and faster than its capabilities working claims can handle. It averages close to a week from the time I call in to start a claim until an adjuster actually calls me back. They tell you someone will call you back within 24 to 48 hrs. This is rarely the case. When this customer had his car towed here, he was told that it would take a week or more to get his vehicle in to start the work. I told him that I was very back logged and down from 4 to just 2 technicians. Between covid and the government paying my techs more to stay home than to work it has been a constant battle to find and keep help. In the past 2 years I have hired 6 techs only to have them leave when they realized they have to work hard or I fire them for not being able to work. There was just a holiday that had extra days added to it. The tech assigned to this vehicle hurt his back at home cutting wood and was out for a week. Also, it used to be when I ordered parts to overhaul a transmission, I would get everything overnight. Now it's luck to be able to even get a parts ETA for when I could expect them.
  This is not just the auto repair industry but all of the trades are experiencing this. He should know this because he does home repairs. In this case I now have all of the parts needed to finish assembling the transmission. If it wasn’t for me having to sit here researching the history of this repair order and typing a reply to this complaint. I would be in the back doing just that.
                  As far as committing fraud, this is a national insurance company. Every item on the repair order has to be submitted to *** for approval. They either approve the part and labor or deny it. In this case when we removed the transmission, we found several parts that were bad. When the right front axle intermediate support was unbolted, the support fell apart in 2 pieces. When the subframe was lowered we found that the front and rear engine mounts were separated from the metal housing. When the left and right front sway bar links were disconnected, they were found to be badly worn out. These items were submitted to ***. They got around to approving the axle assembly and both engine mounts but not the sway bar links because they are considered to be consumable items and not covered under this warranty. They are in the classification of things like the brakes, the shocks, spark plugs, fluids and such things. They wear out in time and are not covered. There are only a few extended warranty companies that cover consumables and the cars that have that coverage are usually in the 6 figure price range.
  Sure I can give an estimate for a repair by just looking at it. And as this customer knows well, once you take things apart you find other things. An old rusty bolt snaps, gaskets need to be replaced and parts fall apart in your hands. Nothing that wasn’t need was added to this repair order. This customer is accusing me and an insurance company of working together to pad his bill is ridiculous. I have been repairing transmissions for over 55 years. Why would I start doing something like this now? I should be suing him.
                  And by the way, when this vehicle came in it had a broken driver’s door window regulator. It was submitted to ***, they approved the regulator, sent the part and while we were waiting for a lift to become available we replaced it. Taking the regulator out we found that the bad motor was hot-wired bypassing the master door switch. I told the customer that we repaired the wiring restoring the normal operation thru the door switch and I wasn’t charging him for that. Funny how that wasn’t mentioned in his complaint.
                  Trust me, I truly know what it is to be without a vehicle. Especially a work vehicle. Everything possible was done to get this car fixed as quickly as possible. I have 2 customers vehicles here for trans jobs that were both here before this customer’s vehicle came in. They said when they dropped them off no rush whenever you get to it. I called these customers and asked them if they would mind if I worked on this vehicle before them. Both said no problem go ahead. So I pulled this car in ahead of other waiting customer. I can supply their names and numbers.
                  This vehicle is in the final stages of the trans being assembled. Next is to install it, test it on the lift and then a test drive it. If everything goes well it should be ready to go mid-week around the 14th or 15th of December.
  
  12 Dec 2022
  
                  I called *** today for another customer’s car that I am working on. It appears the *** has put a hold on all of the cars that I am working pending “legal review”. I am not able to get or give any updates on the other in-progress  warranty claims.  I am thinking I should stop work on this customer’s car until *** takes the claim off of hold.
  
  Dominick C********      

  Customer Answer

  Date: 12/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *********