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:12/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On March 22, 2022 I had a fuel pump replaced at *********. On November 30, 2022 my fuel pump failed and I was towed to another automotive business which is where I found out my fuel pump (under warranty had failed. It cost me $100 to tow there and I paid a $50 diagnostic. I called ********* because the pump was under warranty. They told me i would need to pay another tow company to bring my car there and that they would only reimburse me $75 of my towing fees. I paid another tow truck to bring my car and when i asked how they would reimburse me they have me a telephone number to call and I have not received any refund for the towing. They did not keep in contact me in regards to my vehicle and I had to call them to receive information on the status of my vehicle despite them telling me they would call me when my car arrived and the next morning about an ETA of my car's service completion (I received no calls unless i initiated them which I did not until about 1qam the next day). Upon receiving my car back it smelled heavily of gas inside and out and my maintenance light came on despite not needing an oil change for another **** miles. I called about my concern immediately about the possibility of my car leaking gas and he told me i needed an oil change as the cause but i told him that was not the case. I brought the car to the shop Friday December 2, 2022 at 9:40am because the car seemed to be leaking gas (smelled strongly of gas inside and out, fuel gauge dropping quickly) i also told him how unsafe a gas leak is and that if the car caught fire my son would be unable to get out due to the child locks. He literally bent over and looked under the car said it wasn't leaking and walked away. All my lights came on the dash including the check engine and I returned Monday December 5, 2022 at 7am in which an employee looked at my car and said he tightened the hoses near the pump. My lights are back on the dash and it smells heavily of gas inside and out.

  Customer Answer

  Date: 12/13/2022

  Hello, I wish to add information to my complaint and also would like to change my desired outcome to "billing adjustment". The company (********* Automotive) replaced my fuel pump under a warranty policy and multiple times I brought the vehicle back to them because the car was leaking fuel (all contact dates listed in previous complaints). Due to not receiving ant contact from them in regards to this matter and having only 1 vehicle and needing it to be dependable (gas leaks are very dangerous and can cause engine fires) I brought the vehicle to another mechanic who has confirmed the vehicle was leaking fuel from the * ring at the top of the pump. The costs will be around $215 says the company. I have not yet received the bill or my vehicle due to the part needing to be ordered but I have attached a photo of the leak and will have a written statement from the mechanic as evidence of the leak and would like to be reimbursed for the mechanic fees for repairing the leak as I gave ample opportunity for ********* to resolve the matter. 

   I would also like to add I did receive a $75.00 tow reimbursement check in the mail. 

  Business Response

  Date: 12/19/2022

  To whom it may concern,

   

    This is in response to complaint 18551934.  Customer is correct in that their vehicle was towed to our shop for warranty service.  We were currently booked two weeks out; however, moved their vehicle up in line due to the nature of the issue.  The repair was completed promptly, and the customer picked up.  When customer returned complaining of a gas smell one of the technicians did visually inspect vehicle and observed no gas leaking.  When the customer returned the second time I myself put vehicle on lift and verified there was no gas leaking; however, i did tighten one hose as the customer stated.  I then put computer on car to observe warning lights and advised customer that the code present were for a non-related issue.  The current codes were for a engine misfire and evap systems which are separate from replacing a fuel pump.  Again, when customer left the shop on December 5, 2022, there was no gas leaking from the vehicle.  

   

    Customer was giving the phone number to our Nationwide warranty service to apply for reimbursement of the tow and any related charges.    I was not made aware they had issues with that process and would be glad to help facilitate.  I have tried to contact customer in regard to this inquiry and am currently waiting for a response.

   

   

   

   

   why here...

  Customer Answer

  Date: 12/19/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below
     I gave this company multiple chances to repair the fuel leak caused by the fuel pump they did not install properly. Fuel leaks are a severe safety hazard and my car could have caught on fire. After asking them to repeatedly check for fuel leaks I was forced to see another mechanic who did verify the leak. I have attached the leak in my car coming from the fuel pump and a note from the mechanic stating there was a fuel leak due to the o ring being too large for the fuel pump causing a leak as well as the part woodards installed that was too large. I believe they should reimburse the fee i had to pay another mechanic to do their job.
  Regards,
  
  ***********************************
  
  
  
  
  

  Business Response

  Date: 01/12/2023

  Good afternoon,

   

    We have contacted the supplier of the part in question and they have agreed to refund the customers repair bill at the other shop.  I will reach out to the customer to facilitate the refund.  

   

  Thank you

  Customer Answer

  Date: 01/12/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************************
  
  
  
  

  Customer Answer

  Date: 01/18/2023

  Hello,

   I filed a complaint against ********* automotive and I accepted their offer to reimburse me for the fuel leak repairs and stated they would contact me to facilitate the refund however they did neither. My complaint was closed due to the acceptance of the offer but they did not follow through.

  Business Response

  Date: 01/23/2023

     We spoke to the customer today 01/23/2023 and they will be coming to the shop today to receive the refund.  

   

  Thanks

  Customer Answer

  Date: 01/24/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau: 

  
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I went to the shop yesterday and received a refund.
  
  Regards,
  
  ***********************************