Complaints

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• Initial Complaint

  Date:04/26/2024

  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.

  I took my f-pace jag to this shop they had it for little over a month. Seals and gaskets was the problem when they finally told me it was done I went up to the shop got it started it sounded like c*** worst then what it did when I brought it up there, I had it for three days and it is broken down again. There were personal items stolen out of my vehicle including my spare tire which are not cheap giving the brand of vehicle.

  Business Response

  Date: 05/17/2024

  Mr. ************************* drove his ************* to our facility on March 8th, 2024 and had concerns of engine oil leaking profusely, coolant leaking profusely, and engine not running well.  He had commented that he was adding oil and coolant to the vehicle just to get it over to the shop.  We informed him that driving it under those conditions could cause deeper issues but he assured us that he lived close by and kept an eye on the gauges and assured us the engine didn't overheat.  I went with ****************** out to the vehicle and observed engine leaking fluids profusely under his vehicle and commented are you sure the engine didn't overheat and he replied yes.  I told him we were extremely busy and it would be a few weeks before we could even look at the vehicle and he said that was fine, they were going on a vacation anyway.  He left the keys with us.  Later that afternoon, we started the vehicle to move it to our overflow parking and observed the engine running very rough.  I called ****************** right after this and told him that it sounded like the engine was misfiring and running terrible.  He said his main concern was the oil and coolant leaking.  My response was we would determine the leaks and (with this particular vehicle) address known issues with the coolant system, and in the process uncover the possilbe engine runabliity issues. 
      Fast forward to March 25th, 2024, we racked his vehicle and found the rear main seal, both valve covers, and the oil filter housing all leaking extremely bad.  Also found the rear heat exchange pipe, water pump, thermostat housing, and a coolant hose all leaking coolant.  I called ****************** to let him know all the things we found and provide him with an estimate.  I also informed him that the fuel injectors would need to be removed to repair the valve covers and they are notorious for runability issues so I recommended replacement of them and it would ideal to change the spark plugs too and he agreed.  He asked how much I estimated this job to cost and I told him $5000 or so but there could be more things once we opened everything up.  He said go ahead and start working on it.  
      We pulled the transmission to replace the rear main seal and as soon as we removed the bolts to the rear main cover plate, oil gushed out of the motor, this lasted for approximately 4 minutes and we caught the oil in a drain bucket.  The amount of oil that was overfilled in the engine was approximately 10 quarts.  This expained why oil was dripping from the exhaust and why oil leaked from the vehicle while it was off for days.  We video documented this event and continued with repairs.  Many of the parts to repair the cooling system and the fuel injectors were special ordered and took approximately a week to come in.  We completed all repairs on April 8th, 2024.  We cleared all codescan codes in all systems, and started the vehicle.  It ran rough and smoked profusely for a few minutes, then began to smooth out and run nice.  We performed a induction service to clean all the residual oil and carbon build up off the valvetrain, rescanned and cleared codes, then took vehicle for a test drive.  Vehicle drove beautiful but a CEL returned for P0327 (knock/combustion vibration sensor "A" circuit low.  This code did not make the vehicle drive bad and I could clear it and it would stay off for longer periods of time the more it was driven.  I called ****************** and told him about this and asked if he wanted us to move forward with repairing this issue and he asked how much the bill was and how much I estimated the new repair to cost.  I told him the bill was 5799 currently and that the knock sensor issue would cost approximatey 1500-2000 depending if the sensors were bad, the wire harness, or both.  He said if the vehicle was running good he would take it now and see how it ran, and if it became an issue return for further repairs. 
       ****************** and his wife came to pick the vehicle up and pay for the repairs on April 11th, 2024.  They wrote me a check for $5000 and paid the remainder on a credit card.  After the vehicle left the premises that day, there was no other transactions that took place.  On April 22nd, 2024 I received the check presented by ********************** wife back by mail and the reason of return was for stop payment.  These funds were debited from the business account.  We called ****************** for an explanation, there was no answer, then left a voicemail.  ****************** did not return my call.  We sent a demand letter to his and her residence the next day by certified mail requesting this matter to be resolved in 10 days or there would be charged pressed for theft of services.  This time period lapsed with no correspondence, so we filed charges with the City of ***** for theft of services on May 8th, 2024.  We are still awaiting for ****************** to reach out and resolve this issue.  
       To add to this response, I have several pictures thoughout the repair and also a video of the extremely overfilled engine if I need to send also.  Thank you.