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:09/11/2024

  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.

  In late May 2023 I took my 2013 QX 56 Infinity to Automotive Excellent to have them determine if they could repair an oil leak. They inspected the car and gave me an estimate to repair for $1517.57. I had them make the repairs and paid on Jun 1, 2023 and drove the car home , less than a mile from their shop. The oil leak persisted and I returned to the shop many times. They claimed is was repaired on each trip until sometime in early June 2024 they said they did not know the cost but thought another part was needed that would have cost me an additional about $800.
  
  At this point I took the car to two different shops in Mt. P and they said if the repairs were made they were done so incorrectly.
  
  As I recall Automotive said they only give a one year warranty on parts. Sounds like they may have used bad parts and the oil leak persisted or the work was not done correctly. Note I have more correspondence if needed

  Business Response

  Date: 09/12/2024

  This is Johnny P***, owner/operator of Automotive Excellence. I have provided info where we have tried getting in touch with the customer who will not return our calls.

  My email is  *********@gmail.com

  please let me know if i can assist you with any thing else to resolve this matter. I will be out of the office until Monday the 16th.

  We have offered to add oil dye and prove that our work was done properly once again.

  The customer will not return my service writers phone calls or mine.  Its hard to resolve an issue when the customer will not respond.

  we are only responsible for the work preformed on vehicle, not any other repairs needed.   Thank you very much.  Johnny P***.

  Customer Answer

  Date: 09/24/2024

  I am rejecting this response because: I have not received any calls from Automotive Excellence. They have my phone number ***-***-****.
  Fyi, I delivered a complaint letter to Automotive Excellence at 1237 Ben Sawyer Blvd on June 4, 2024 and did not receive a response. Again on June 19, 2024 I mailed another complaint letter and did not receive a response.  
  On August 13, 2024 I sent a Certified Letters to Johnny Page, Jacob, and Joseph and never received a response. As we discussed, I took my car to two local repair shops and they said the work that was done by Automotive Excellence did not cure the leak problem. I paid them to repair the leak problem and they did not cure the problem. The only response from them has been from your BBB response.
  
  
  
  Sincerely,
  Eric B******

  Business Response

  Date: 09/26/2024

  Joseph as well as myself John page have tried to contact the customer at the phone number he has listed. He has not answered his phone calls and his messages have been full every time.

   As I have stated before, we have no issue repairing anything that we have done under warranty that is within warranty.  We need to get vehicle back into the shop and add oil dye, to see if the work we have done is the issue or if it is something else is leaking.

  We cannot be liable for any work not performed by the shop.  This is an older vehicle and it may have other leaks. It seems as if the customer wants us to be repairing anything and everything that may leak from here on. That is not how warranty works. The customer has been advised that there are other leaks such as the valve cover. we can only be responsible for the work performed. I as well as Joseph have tried multiple times getting in touch with the customer.  I cannot call all day until he answers. The customer stated in one of his letters that he would have never had the work done by us because it only had a one year parts and labor warranty. I really do not know what else we can offer the customer. This is the stated warranty and the customer was aware of the one year parts and labor warranty. It is stated on his invoice.

   

  Customer Answer

  Date: 09/30/2024

  9/26/2024
  Mr. Page,
  Thank you for your opinion but from my position you are missing the point.  On or about  April 2023 I first met with Joseph and Jason concerning a significant oil leak in my QX 56 that another shop in Charleston claimed they repaired in late January 2023.  They were never able to cure the problem. 
  Jacob/Joseph inspected my car and said it had not been repaired properly and suggested I go back to the previous company and ask for a refund.  They also gave me a proposal to stop this extreme oil leak for $1578.15.  They NEVER said they suspected or guessed their proposal would solve the problem and led me to believe IT would solve the problem.
  
  I then went back to the first company that had tried to repair the car and they refunded me for their repairs in May 2023.
  
  In June 2023 I paid your company the $1578.15 for the repairs.  THE EXCESSIVE OIL LEAK STILL PERSISTED.  FOR ALMOST 1 YEAR I BROUGHT THE CAR ON AT LEAST 10 OR MORE OCCASIONS TO YOU BUT YOUR COMPANY DID NOT REPAIR THE PROBLEM AND IN FACT SAID THEY DID NOT KNOW WHAT WAS CAUSING THE PROBLEM NOR OFFER TO REPAIR THE PROBLEM.  
  
  I THEN TOOK THE CAR TO TWO OTHER REPAIR SHOPS HERE IN MT PLEASANT.  BOTH INSPECTED THE CAR AND ESSENTIALLY SAID THAT IN THEIR OPINION THE WORK YOUR COMPANY HAD DONE WAS NEEDED TO BE DONE AGAIN.
  
  The bottom line is I don’t really know what work your company in fact did or did not do BUT IT SEEMS THAT YOUR COMPANY DID NOT DIAGNOSIS THE PROBLEM CORRECTLY INITIALLY.  I just know I paid to get the excessive oil leak repaired that your company said was needed to correct the problem and it did not.  I ALSO KNOW THAT YOU AND I HAVE SPENT A GREAT DEAL OF TIME WITH THIS PROBLEM.
  IF you are not willing to refund me then I will have to consider other remedies.  I sincerely hope you will refund me.  
  Eric B******
  

  Business Response

  Date: 10/02/2024

  This is Johnny Page, I have offered to add oil dye to engine oil and find any other leaks for customer. The customer has been informed that the valve covers are leaking as well.

  The customer has not been to my establishment at least 10 times.  once for the repair, once for an oil change and once for the check over, where he was told that there was another leak at the valve covers.  Not to include the couple of times he came in before any work was performed, to discuss what was being repaired.  If mr b****** will read his invoice, it will show what work has been done in detail.  All parts on one side of invoice and labor on the other side. Mr b****** was taken into the shop and shown that the valve covers are leaking as well. valve cover gaskets were not replaced by us. If we could get on a 3 way call with the BBB, Mr B****** and Automotive Excellence, I believe that we could come to a resolution, rather than sending emails back and forth all of the time.

  Customer Answer

  Date: 10/02/2024

  As I stated earlier the excessive oil leak that existed when I took the car into Automotive Excellence was NOT reduced  after they had completed the repairs.

  They hey were made aware the leak persisted within days after I picked up the car.  Several months are the repairs were completed the leak persisted and Joseph did mention that one of the valve covers needed a gasket and the cost would be an additional $800 or so.  IF the valve cover gasket  was the initial cause of the excessive oil leak problem,  why was this not noted in their initial proposal.

  Fyi, I asked why a new valve cover was needed when I only needed a new gasket.  Joseph said he had  to buy the valve cover and gasket together.  I later found out that a valve cover GASKET can be bought without having to purchase the valve cover.

  Again,  when I took my car into get it repaired I had full confidence that Joseph and Jacob were and are honorable folks but they apparently did not initially diagnose the original oil leak problem.  As a result Automotive Excellence wants me to pay.   Maybe a solution to the problem is they pay me or turn my claim over to their insurance carrier "Error and Omissions" coverage.

  Hope this can be settled.

  Eric B******

• Initial Complaint

  Date:04/17/2024

  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.

  My car went in for a new alternator. (April 4, 2024)
  While putting in a new alternator, the mechanic broke another piece, which they then charged me for. (An extra $400.)
  Upon leaving, Greg (the owner) told me how whatever they did would make my AC work like new again. I had not had any problems, but thought cool, great.
  After leaving the shop, I had no need for the AC until that Friday, April 12. The AC in my car is no longer blowing cold air. I called immediately. Left a message. Left two more messages, and never heard back. Finally talked to Greg again (bc I called) and he told me I was lying and that if I wanted to pay to have them look at it and fix it I could bring it back for an appointment, over a week later.

  Business Response

  Date: 05/08/2024

  ISSUE WITH CUSTOMER SOLVED CAR DONE AND GONE