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:06/26/2023

  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.

  I initially brought my vehicle for testing and for suspension work. They were trying to sell tires, battery and spark plug wires that weren't needed. They claimed that the work was going to cost atleast $6,000 then it went to $10,000 to ******. They said they ran the test that they gave me no diagnostic results and they charged me for work that they said they hadn't done every time they put work on the paper the shop cost went up without any work being done. The bill wound up being $1100 at a cost of $657 for labor. then they never said a charge for credit cards (3 to 5%). They have a terrible buisiness practices and very unethical.

  Business Response

  Date: 07/08/2023

  The vehicle was originally dropped off with a dead battery, that would not recharge. Customer stated it was still under warranty and wanted to get it swapped out himself. The tires were out of date, and dry rotted, which is a safety issue.

  Customer stated vehicle had been sitting for an extended period of time, and other shops etc. had been previously working on the vehicle. He stated he knew the front suspension and steering was worn and needed attention, as he was looking to make this a daily driver vehicle again and wanted diagnosed and estimate. Also, wanted oil leaks checked, after he had paid another shop to repair leaks, still leaking oil. Also mentioned potentially wanting some cosmetic issues addressed, possibly refinish faded plastic pieces etc. on the exterior of the vehicle.

  We needed a battery to be able to continue diagnosing the vehicle, so we installed one of our batteries to do so (at no charge) while waiting for the customer to bring his new battery. Only charged to swap out customer supplied batteries.

  Upon getting the vehicle running, it had a check engine light on, not running on all cylinders, misfiring on 3 cylinders.

  Called customer to diagnose misfires on engine first, because it did not make sense, to do other repairs, if there were major, costly repairs with the engine. He approved full compression test of engine.

  After compression test (passed) called customer and told him the truck had wrong spark plug in it, and the spark plug wires were falling apart. Customer stated he paid another shop to replace spark plugs and spark plug wires. We responded, informing the wires were never replaced, and the wrong spark plugs were installed. We had to replace correct the spark plugs and spark plug wires to continue diagnosing the misfires, and that it may need further repairs. At that point, customer approved spark plug and spark plug wires being replaced. After replacing the spark plugs and spark plug wires, the vehicle was still misfiring. We installed new ignition coils and fuel injectors. This corrected the issue of misfiring, did not charge for any labor or parts for the coils and injectors to get complete diagnosis. We then called the customer, after solving the misfires and engine running problems, explaining he needed at least three new ignition coils and three new injectors. We suggested eight new coils and 8 new injectors due to age and mileage of the vehicle. Customer did not approve these repairs per our conversation.

  Customer then wanted the oil leaks checked, from previous repairs at another shop. Upon diagnosis of the oil leaks, informed customer the previous oil pan repair, was done incorrectly. There were missing bolts and possibly had a rear main seal leak. Customer declined any repairs on oil leaks.

  Customer wanted front suspension and steering diagnosed. We found, every front suspension part and steering parts were worn and just not safe.

  We had a conversation with the customer of everything needed, and repairs necessary for the vehicle to be a safe daily driver. At this point the cost of repairs exceeded the value of the vehicle. We only charged the customer what he had verbally approved with the owner of ******* Automotive. The owner asked if he at least wanted to do the three coils and three injectors, so the vehicle would at least run correctly, and not damage the catalytic convertors. At this point we reinstalled the original coils and injectors, did not charge for the labor and diagnostics. We emailed the customer a complete comprehensive list of all needed repairs and compression diagnostic readings.

  In closing we will provide a complete list, of what repairs were needed.

  VEHICLE NEEDS:
  ALL NEW FUEL INJECTORS
  ALL NEW COIL PACKS AC DELCO BRAND
  ENGINE AIR FILTER
  ENGINE AIR FILTER BOX BROKEN
  CLEAN THROTTLE BODY
  COMPLETE FUEL SYSTEM SERVICE
  BOTH SERPENTINE BELTS
  HEATER HOSES AT THERMOSTAT LEAKING
  NEED TO FIX HEATER HOSES TO HEATER CORE
  COOLANT FLUSH
  PASSENGER EXHAUST MANIFOLD HAS BROKEN BOLTS/STUDS
  UPPER CONTROL ARMS
  LOWER CONTROL ARMS
  INNER TIE RODS
  OUTER TIE RODS
  ****** ARM
  IDLER ARM
  ARM BRACKET
  FRONT SWAY BAR LINKS AND SWAY BAR BUSHINGS
  FRONT SHOCKS BLOWN OUT
  POSSIBLE FRONT WHEEL BEARINGS
  OIL PAN LEAK
  REAR MAIN LEAK
  POWER STEERING FLUSH
  BRAKE FLUSH
  FRONT AND REAR DIFFERENTIAL SERVICE
  TRANSFER CASE SERVICE
  TRANSMISSION LINE LEAKING
  REAR UPPER CONTROL ARM BUSHINGS STARTING TO BUST
  REAR SHOCKS
  REAR SWAY BAR LINKS AND SWAY BAR BUSHINGS
  ALL 4 TIRES DRY ROTTED
  ENGINE HAD WRONG SPARK PLUGS IN IT
  BATTERY MISSING HOLD DOWN
  FRONT ROTORS DISCARD AT MINIMUM THICKNESS OF 1.102
  FRONT LEFT ROTOR IS AT A THICKNESS OF 1.134
  FRONT RIGHT ROTORS IS AT A THICKNESS OF 1.132
  REAR ROTOR DISCARD AT A MINIMUM THICKNESS OF 1.102
  REAR LEFT ROTOR IS AT A THICKNESS OF 1.075
  REAR RIGHT ROTOR IS AT A THICKNESS OF 1.066
  NEEDS REAR ROTORS TO COMPLY WITH SAFETY PERIMETERS

  Thank you, 

  Birch's Automotive