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:08/31/2022

  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.

  Date of Incident - June 15, 2022
  
  Our A/C was broken on our 2011 Acura RDX. I took the car in and they "fixed" the A/C. I paid approximately $455.95 and then picked the car up. When I turned the key to start the car it was blowing warm air out of the vent. So the A/C was not fixed as they said it was and as I was charged while the care was still on their property. I decided to drive the car home thinking maybe the car needs to run for a bit in order for the A/C to kick on. It would kick on for a bit and then start blowing warm air. So I call them back up and said, "hey this isnt fixed." They then look into it and claim a bunch of other components weren't working including the A/C compressor which my new repair facility said should have been the first thing they looked at. My logical question was "what did you miss the first time?" Their answer was "we didnt miss anything, when you turned the key to the car the clutch blew out effecting the A/C!" I couldnt believe they made that claim!
  Here's the best part: They then quoted me $1,700+ to fix it again but claimed 4 days later that they didnt have the equipment to fix the problem which my new repair facility claims was complete B.S. After a few more days they completely abandoned the job and said they wouldnt work on my car at all. So I believe I paid a completely unnecessary $450 due to negligence and incompetence on the part of the business and would like a resolution and a refund.

  Business Response

  Date: 09/21/2022

  On June 13,2022 *** **** had an appt . for his A/C blowing warm. Pressure test was done and it pointed at
  his expansion valve. We replaced the expansion valve and charged the A/C and it was blowing cold. *** has
  warranty through NVP Direct,LLC which is a warranty I don't take but I excepted it. The expansion valve wasn't
  covered under his warranty. July 19th *** had an appt with us of a complaint his A/C quit working again. His
  A/C compressor seized up. I called his warranty to get the approval but it took about almost a week  for them to get
  back to me. *** said it wasn't an issue because he was going on vacation. I finally got the approval and as my
  mechanic started to take the A/C lines off he noticed metal shavings which means its through his whole A/C system
  which requires the whole A/C system to be replaced. I called NVP Direct to get the approval and to find out there
  is a special pump that you would need to try to flush the system which I never heard of.  I called ****** ********
  and he said they wouldn't touch that job and that he didn't have that pump for a Acura. So I called the dealer and
  left several of messages and never heard from them. So I finally got a call from the Acura dealer that he spoke to
  *** and wanted information on what was going on. I explained and he stated the whole system has to be replaced.
  I stated to *** after that he would need to take it to the dealer that his warranty company already has the information
  from me that its a job we couldn't do. *** stated before he brought this car to us he had it at other auto repair shops
  for his A/C problem but they wouldn't take his warranty. I spent hours and days with his warranty company and I even
  told *** if I knew going through warranty was gonna be this much trouble I would of never excepted it. He apologized.
  The expansion valve was bad and worked for almost a month before he called so a refund wasn't a thought through
  my mind. If it was changed and wasn't the problem then I would have no problem refunding him.We never had a complaint
  with my business til now. We do not rip people off and treat our customers with respect. The whole problem is he didn't
  want to take it to the dealer and nobody else takes his warranty so basically punish my business because we couldn't
  do the job. Also with a job like that which is a big job I don't have enough guys to hold a 2 bay small business up. Also
  if he had just his A/C compressor replaced he will have issues down the road! Sincerely Pat R****** (President)

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  

  Thank you for your response.

  The entire reason I submitted this complaint is because work was done on my car for $450 to fix the A/C and when I started the car on P&W's property(in their garage) the A/C wasn't working.  P&W claims it was blowing cold air for them.  The reality is, something happened between when it was blowing cold air for them and when I started the car to cause it to no longer work.  I AM NOT RESPONSIBLE FOR THAT.  If they didnt fix it the first time, THAT IS FINE.  But dont charge me for it!  If I called a plumber to fix a leaking pipe and the plumber leaves and my pipe still leaks, thats fine, but own up to it, come back and fix it and dont charge me for something that should have been fixed the first time.  P&W did not address this in their response and never addressed this when I mentioned it to them over the phone.  I don't believe P&W rips people off but if you charge people money to fix something, make sure its fixed.  Otherwise you are ripping them off.  Frankly, I think anyone who pays a service to fix something and it doesnt get fixed but are charged anyway should have reason to be upset.  
  
  
  
  Regards,
  
  
  
  *** ****