Complaints

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• Initial Complaint

  Date:09/11/2023

  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.

  On 5/17/23 I dropped my car to be fixed by ******************* at European Motor Services. He told me he needed it for 2 weeks. On 6/8/23 I picked my car up to find out he fixed the two problems but that now my windows and seats do not function. Due to how busy he was he said I would need to bring car back to be fixed again. I paid the two bills totaling approx 1250.00. Within 2 weeks my air and oil issue were back and not working. They had not been fixed properly. And I had no use of windows or seats due to them breaking while trying to fix the air. I called numerous times to ask him to please get my car in to have the problems fixed. I heard nothing back. I also emailed ******************* twice and never heard back. I also spoke to his employee and begged for him to have ******* call me. I explained I had no air and no use of my windows which could be a danger to me in the heat. He finally reached out to me after another email to say he’d call me that following Monday to make good on the work he did and the warranty I had. But No call no email. It has been 3 months since the original work was done and 5 more weeks since he said he’d fit me in. I am disgusted to say the least. I am out a car that works and out 1250.00. He acknowledged all of this. But will not call me and or make good on the warranty. My next step I guess is to hire a lawyer. But all I really want is my car fixed the right way. Please help. 

  Business Response

  Date: 09/14/2023

  Per ********'s concerns - 

  Yes she had brought me her vehicle - an older ***** I had never worked on before at my shop, and had no vehicle history on.  We took it in with a no-a/c concern.  It was found that a common CCM problem was at play here and the module needed to be removed and sent off to a company in Canada to be repaired and updated.  THIS is why it took 2 weeks, as this was made very clear to the customer.  This total repair was $534 with labor, shipping and vendor expenses to have it repaired with a lifetime limited warranty on the repair.  Prior to this repair we performed a basic a/c diagnostic - which included recovering the Freon - recharging the Freon and running a full system diagnostics on the climate control system to find where the issue was coming from once CONFIRMING the customers initial concern and ruling out the basics.  This total process was $248.93 - 1 hour labor was billed out for this.  This is when the CCM was found to be at fault, as it controls the Climate Control air mixing motors which were NOT actuating when requested to change temperature in the vehicle.  It is also worth noting that we recovered .64KG (1.41 lbs) and Filled with .82KG (1.81lbs) indicating the system was low in charge, but nothing excessive by standards.

  Also note that while it was in - the check engine light was on and we found a code for the fuel pressure sensor on the fuel rail.  We were authorized to repair this while it was in - this alone was an additional $237.60 parts and labor.

  Overall the repair bill total was $1273.92 - saving the customer over $1500 had she gone to a dealership for the same repairs.

  That now said - the day she came to pick up is when we noticed that the power seat and the drivers window were not operating.  I was confused by this myself, and after doing some digging through TSB's and ***** sources I learned a COMMON issue was a junction under the center console would collect ,moisture and could cause a wire to break off and SHORT on the body of the vehicle taking down the power seats and the window function.  I informed ******** of this as the likely problem and that it could have been jostled upon assembly of the CCM module - but it was likely destined to break regardless of us working on the car or a pothole in the road finishing it off.  I informed her that we would need to pull the console to access this harness and had no time that day to do this additional repair and that she would need to bring it back - and having working a/c it was an acceptable solution.

  Having been away on a work related/family vacation out of state for a week and getting the shop caught back up in-between and day to day work and scheduled work (I am always 3-4 weeks schedule out for work) I informed her I'd need to have the car for a day at the least to repair this power window/seat issue.  Since then it seems the a/c has also stopped working all together - a new issue or continuation of the original issue is still unknown - but I said we can look at it and if there is a repeat issue we would happily help take care of it if it can be a warranty/goodwill matter.

  Being a "one man shop" makes it very hard to response to every customer, answer every call and every email WHILE diagnosing cars, repairing cars, sourcing parts and replying to a BBB concern like this when sometimes calling when I am able to answer a phone is best.

  I have since replied to the LAST email I received from ******** asking her to drop the vehicle off OCTOBER 16th for a follow up repair as it's my EARLIEST opening I can add her car in and give it a priority attention.  The repairs for the wiring harness will not be free - but likely done for cost as I am a HONEST technician and shop and pride myself on making things right were deemed fit.  This was something that may have failed while at my shop, but was not due to negligence of the work done, after all I did not build the car.

  The A/C matter is the one item that needs to be looked into - if it's a CCM problem we will make it right.  If it's something else not related, then it's simply just what happens unfortunately when you drive a machine.  Things will break, sometimes different parts in the same system, sometimes the same parts in the same system.  I see it and deal with daily.  That's what I am here for - to find and repair them correctly!

  Thank you for your concern and I truly hope I can help get your 2011 ***** **** working as it should.

  Customer Answer

  Date: 09/24/2023

  I didn't know I had to respond. In a certain amount of time. I was waiting for the owner of European Motor to pay me the money he offered but he had yet to tell me when I can pick the money up. I would like this case to stay open as the owner ******************* offered to pay me money for what didn't get fixed properly but had yet to get back to me about when I could come and get the money. I have emailed him twice since he emailed me personally and yet no response again back to me. Please keep this case open .