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:06/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 May 2025, Lens Automotive performed a CVT and differential fluid service on my 2018 ****** Crosstrek. Days later, the vehicle experienced catastrophic failure at highway speeds when the front axle locked up, forcing it to a sudden stop in the middle of the interstate.I had the vehicle towed to ***************, where technicians found the front differential completely drywith video evidence confirming no fluid had been added during the service. ****** noted this mistake is unfortunately common when work is performed by shops unfamiliar with the brand. As a result, the differential and transmission assembly suffered complete failure, requiring full replacement along with associated front axle components.I contacted Lens immediately. The owner acknowledged his shop's fault and said he'd fire the employee that made the mistake. When it came to resolving the repairs, however, he became hostile, refused to offer any clear repair proposal at *****, and after stating my preference that ***** pay for the repair said, Ill see you in court. His attorney later offered to pay for towing and the initial CVT repair quote (excluding a battery failure that I excluded in good faith). Relying on this, I authorized the dealership to begin repairs.During the repair, ****** uncovered and documented additional damage (e.g., seized bolts, failed knuckles, bearings) that had to be replaced to complete the workissues directly stemming from the mechanical failure caused by the dry differential. These added $2,664.17 to the final invoice, which totaled $13,682.29, plus $385.21 in towing.Despite extensive efforts to resolve this amicably and avoid legal action, Lens has stalled communication and ultimately refused to pay the full amount. I have not requested rental costs or any compensation for the days off of work and countless hours dealing with this issue. I am seeking only reimbursement for the full repair directly caused by the shops mistake: $14,067.50.

• Initial Complaint

  Date:08/22/2022

  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.

  This complaint is about the unfair charge of the fees involved in the alternator replacement performed by ******** Automotive in ********, **. My 2010 ***** Odyssey had an Alternator failure when we travelled to ******* and it was diagnosed and confirmed by two AAA technicians before towed to ***'s for repair. When I was asked to do a diagnostics which costed $187.85, I initially refused as I couldn't be more certain of the necessary and intended repair, but was told by the shop that they don't base their repair on other party's diagnostics, and AAA technicians are not mechanics that they trust. Although I was sure of the alternator failure as I own ***** Odyssey for decades and know the car really well, I was told the repair can only base on their own diagnostics, so I agreed with the diagnostics. At 11:22am on August 19, I received a phone call from the shop confirming the alternator failure as the result of their test and suggested alternator replacement and one battery cable replacement totalling $1350. I deferred the cable replacement and the quoted amount came down to $1020. I understand this is way too much as I searched that an Alternator retails ranging from $120 to $280 dollars. At 11:30am, the shop told me that they will order the parts which will arrive in the afternoon, and the repair should be completed fairly quickly. At 1:05pm the same day, I received a phone call from the shop telling me the repair was completed, my vehicle can be claimed.When I arrived at the shop, I was not provided with unit charge for labor or total hour used for the replacement. The shop charged me $187.85 for diagnostics, $342.12 for labor to replace the alternator, and $352.26 for the alternator. The total amount I paid was $952.94.I asked if the diagnostic should be included in the repair fees, my request was refused. The labor charge was unfair and unclear. The alternator charge is way over market value.

  Business Response

  Date: 08/23/2022

  **************,

  I am sorry you feel the charge to test and replace your Alternator is unfair.  As explained to you when the vehicle came in, we are unable to guarantee the repair will fix your problem without doing the proper testing to confirm what is needed.  We do not install the cheapest parts available as we feel it is important to provide a quality product at a fair price.  This also allows us to provide a 36 month / ****** mile warranty on the service we provide.  The actual charges came in under the approved amount.  As you are a *** member I was able to apply the *** discount we offer to members.  Again, I am sorry you feel the charges are unfair.  We followed the proper procedures, communicating with you what the charges would be, getting your approval, and completed the service in a timely manner.  Knowing you were traveling we expedited the service to get you back on the road as quickly as possible.                                  Thank You,

  *********************

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17751825
  
  I am rejecting this response because:

   

  The diagnose charge was unnecessary and forceful. The hourly charge for labour is a scam. The work was completed within 1.5 hours. The charge for the labour is over $350. 

   

  Also, the shop charge $187 for the same diagnosis conducted by AAA,  that took 3 mins to complete, with the exact same findings. And after all, your shop refused to take my words or the AAA's note regarding the necessary repair. 

   

  Len's automotive failed to apply your expertise to the right aspect, but to use it towards overcharging your customers, and insisting it is ethical when it is not. 
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 10/06/2022

  2. It does not explain the time spent, and hourly rate charged, not on receipt, not disclosed verbally either, and not in ***** response.
  
  3. The attached phone record: ***'s called me at 11:20, after their forced diagnose, to tell me the issue was the alternator and if I authorize the replacement, they will order the part and it will arrive in the afternoon. They call me at 1:05pm and told me they finished the job. Never explained how many hours they charged me and hourly rate for labor was not disclosed either.
  
  4. Part cost. Please ****** 2010 Odyssey Alternator to get a market average. I didn't expect ***'s to order the cheapest, but ***'s comment that they don't install the cheapest does not justify that they charge how much they want, considering they usually get a wholesale price which is considerably lower than the internet search results.
  
  Overall, charging over $1000 dollars for an alternator replacement for 2010 odyssey is beyond industry standard, with forcible diagnosis, hidden labor charge, and over charge for parts, the shoe easily charged 100% more than it should. This replacement should cost just about $500.
  
  I need ***** to disclose the time used on the replacement, their standard hourly rate, the industry standard for such a replacement on this model of vehicle, and waive the unnecessary diagnose charge, that took AAA or any technician 3 minutes to complete.
  
  
  
  Thank you, 
  
  *****************
  
  complaint #********

  Business Response

  Date: 10/17/2022

  **************
  Again, we are sorry you feel the service we provided was unfair.  We always try to provide the best experience for our customers.  We have been in business for over 50 years.  Although we know its impossible to make everyone happy, we will continue to learn & improve on the service we provide.  As this is the second complaint you have filed with the BBB with regards to the same visit, the first being closed with no wrong doing found, I would hope you can end this unwarranted complaint.  I have also discussed this with ***, who you had contacted.  They came to the same conclusion, no wrong doing was found.  *** took a survey of shops in our area and found our pricing was in line with the average price (please see attached).  We were not the cheapest but also not the most expensive.  We do not have a posted labor rate as we quote repairs by the job.  Different types of diagnosis and repairs require different skill levels, knowledge, test equipment, etc.  All of this is taken into consideration when quoting out a job.  We provided you with an estimate, you agreed to the price, and we made the repairs in a timely fashion.  After the *** discount, we came in about $80.00 under our estimate.  Our price to complete the job was in line with the average price for our location.  
  Thank you for understanding,
  *********************

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 17751825
  
  I am rejecting this response because:

  
  

  The focus of the dispute is on the labour time spent on the replacement of 2010 ***** odyssey alternator, and the hourly rate charged by the shop, that is until now, not disclosed. 

  
  

  Here are my findings after I made two cold calls to the mechanic shops. 

  
  

  Note if the shops will ask or include any diagnostics in their repair. 

  
  

  ******* Garage (in business since 1956)

  *****************

  Quoted 1.5 hour of labor

  no test needed

  Total cost: $515

  
  

  ****** Automotive 

  https://**************/

  Quoted 1.9 hour of labor 

  no test needed 

  Total cost: $668

  
  

  The book labor time for such a job is 1.5 to 1.9 hours, which costed labor Approx. $200 USD for labor in total for the alternator replacement on 2010 Odyssey. (The shops here charge $140 ******** per hour; 1 USD=1.37 CAD)

  
  

  The question is, with a total charge of labor over $380 from ***'s for replacing the 2010 ***** Odyssey Alternator, how many hours did ***'s charge, and what is their hourly labor rate? 

  
  

  Note that these shops are in *******, a city adjacent to *********, very much like Bellevue to *******. And Metro Vancouver Area is constantly the most expensive city to live in the world. 

  
  

  As for the unnecessary inspection, it can not be justified as if I came in with a flat tire, you can't force a ***************** the name of professionalism and ethics. The failed alternator has been inspected by certified agents from AAA. It's no rocket science. 

  
  

  
  Sincerely,
  
  *****************

  Business Response

  Date: 11/10/2022

  Please review the last 2 responses to the customer complaint.  I have no additional comments to make with regards to this issue.  Thanks, ***

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 17751825
  
  I am rejecting this response because: the business provided no additional information in their precious response.

   

  The business until this stage has not provided information on hours used for labor and hourly rate in their shop. 

   

  I suggest the BBB would find out this above info which should be readily available and transparent before, during and after the service. 

   

  Please feel free to contact the two businesses I provided contact info or for quote, or, make a cold call from a random list and get a quote, find out the hours and hourly rate they would charge. 

   

  I encourage ***'s to do the same, if they still insist and sincerely believe they are an ethical and professional operation. 

   

  Sincerely,
  
  *****************