Complaints

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• Initial Complaint

  Date:01/09/2023

  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.

  In April of 2022, I took my vehicle to E****** Automotive for diagnostic on AC system because the air was blowing warm through the vents. After diagnostic test, they said the evaporator core was leaking and would need to be replaced. I agreed for them to do the replacement. After the job was completed, I didn't even make it home when the AC shut down because the blower motor burned up and smoke was coming through the vents. I turned around and went back to them and I agreed to the extra charges to replace the blower motor. It was discovered that when the blower motor burned up, that the relay switch components also burned up, so to expedite that process, I walked down to the parts store to purchase the relay switch components myself. Not even a couple days later the blower motor burned up again. At this point, I'm highly suspect and it was obvious that the blower motor and relay switch issues didn't even occur until after they replaced the evaporator core, that they inadvertently disrupted some wiring that caused a short. Daryl the owner which admitted he's not a mechanic himself counts on the knowledge of his so-called certified mechanics, refuses to accept that it possibly could be something related to when they replaced the evaporator core. I've been going through this same scenario with them for the past several months where the blower motor and/or the relay switch keep burning up where a total of five blower motors, four relay switches and one resistor have been replaced, which are all components for the blower motor to work and he refuses to look into it further as to why the blower motor and the relay switch continuously burn up. This last time, the relay switch burned up again, they replaced that under warranty but I reiterated my frustrations to Daryl, that he won't recognize that it goes back to when they replaced the evaporator core, tells me his mechanics don't have the capability and referred me to go elsewhere. I cannot afford that!

  Business Response

  Date: 01/10/2023

  Miss ******* ******, the last time she was in our facility was October 28, 2022. Her complaint was AC was not working. After diagnosing her vehicle, we found out that her AC relay, her own part that she purchased herself had failed. We are able to replace her failed part under warranty from the store. She purchased it from. There was absolutely no charge to Miss ******* ******. I had absolutely no idea. She has having a problem again with her air conditioning. She never called us and she never stop by to let us know. The way I find out about it is a message through the BBB talking about this complaint. I personally tried to call Miss ******* ****** on January 9, 2023. She did not answer. I left her a voicemail she has yet to return my call to discuss her matter. I feel I have went above and beyond to try to make Miss ******* ******, satisfied. The last time she was here I told her my technician who specializes in electrical work is no longer with our company. Her vehicle being a 1994 GMC rally G 2500 I feel maybe having seven electrical issues. That’s causing miss ******* ****** to keep replacing her blower motor or her relay. Again at this point I’m not sure what it would take to solve Miss ******* ******’s situation. If the blower motor has failed, she does have a warranty we can replace it at no charge. Thank you.

  Customer Answer

  Date: 01/11/2023

  
  
  Complaint: ********
  
  
  I am rejecting his response because Daryl, the owner, is conveniently leaving out specific facts that he is fully aware of that truly has occurred over the past several months and knew very well that he left me with a continued problem with my A/C because he refused to accept that when they replaced the evaporator core in April of 2022 from the original repair, that I was then left with a reoccurring blower motor and relay switch failure. How many more blower motors and relay switches need to burn up before he acknowledges that they caused this problem in the first place when they replaced the evaporator core? The first two blower motors that burned up, his excuse was that it is common to receive bad parts made in China, so then for the third blower motor replacement, I requested an upgrade to an OEM part; well then that one burned up as well within days, so after replacing that under warranty his mechanic apologized saying that they discovered that there was a so-called air hose that was supposed to be inserted under the blower motor that was apparently laying in the wheel well of my vehicle that they didn't see before so that was their excuse, that because of that it was causing it to overheat. Well that still didn't fix the problem because after that, I still continued to have reoccurring problems with the blower motor and relay switch. So what gives then? The only thing Daryl is correct about in his response is that I had to go back to them a seventh time due to failure once again, only for them to replace the relay switch under warranty, but just like every other time with him toiling with me, he refuses to accept responsibility from the original repair when they replaced the evaporator core which is located adjacent to the relay switch, the resistor and the blower motor. I was not having any electrical problems as he suggests until that happened. I've owned my van for twenty years as the second owner and have had preventative maintenance over the years to keep it properly running and maintained with all my records in chronological order. Let me add that Daryl did not provide me records/receipts every time they replaced the parts under warranty but he has that information in his database showing every time I've had to go back to him over and over again. I have the original receipts from the original work that was done and the receipt from when I purchased the original relay switch components. I do not enjoy returning to them over and over again to replace the same parts over and over just because they're under warranty without getting to the bottom of what's causing it in the first place as if they enjoy forcing me to live in vehicle purgatory. I feel Edward's Automotive has taken advantage of me, my time, and my intuition because this has not been an acute issue - this has been several months of going back and forth to address the exact same issue to only be given the same exact solution. Whether it's because I am a woman or another reason unbeknownst to me, I feel I am at a loss. They really do not know how much they've affected me and that is why I have presented this complaint. Ultimately to settle this and be done with them, I would appreciate a refund of what they charged me originally for the replacement of the evaporator core and the blower motor because I'm left to go elsewhere to start over to get to the source of what is causing the continuous problems now since Edward's Automotive has proven incapable of that. And let me add that when my A/C system was running last, before the blower motor and/or the relay switch failed once again, it was back to blowing warm air again as if the evaporator core that they replaced is no good either. And the reason I went to them in the first place in April 2022 is because in October of 2021, I had them service my air conditioning the first time and they told me I had a leak coming out of a Schrader valve so I paid good money for them to service my A/C that time as well! I cannot trust E****** Automotive and will not return because I feel very uncomfortable with their dereliction of work. The whole experience was insane and has left me exhausted and unsettled dealing with them.
  
  Sincerely,
  
  ******* ******
  

  Business Response

  Date: 01/16/2023

  If Miss ****** chooses to reject my response. That is her choice. As I stated, in my first response, the last time Miss ****** was at our facility for her air conditioning not working after diagnosing the problem it was her part the AC relay had failed. We replaced her part at no charge. Normally diagnostic fee is $95. That fee was also waived. And this was back on. October 28, 2022 and the AC was blowing cold. No problem with the evaporator core as she is talking about now in the second complaint. I’m going to say the same thing as I said in my first response is that if Miss ******* ****** has a problem with the blower motor the evaporator core or the resistor. Those are the three parts that we replaced for her air-conditioning. If any of those parts have failed she is welcome to come here so we can replace them under warranty. This will be the last time. I am going to respond to this complaint. Miss ******* ******. I can understand your frustrations, but I truly feel I went above and beyond to try to take care of your automotive needs. If you feel that you don’t want to come by so we could take care of this under warranty for you that is your choice. 
  

  Sincerely,

  Darryl E******