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:08/19/2024

  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.

  **** F150 water pump repair. Quoted $1,500 to replace water pump, install new belts and install new thermostat. No labor charge for the thermostat since the front end was already dissembled. When I picked up the vehicle the charge was $2,001. After I complained the attendant **** dropped the charge to $1901.79. Instead of a $50 charge for the thermostat I was charged $381.92. Everything Part charge was over inflated to the point of being beyond comprehension. As an 80 year old, United States Army Veteran, I think this type of customer service should be regulated by the **************************

  Business Response

  Date: 08/20/2024

  On 6/14/24 ************ had his vehicle dropped off at our shop for an
  
  overheating/ coolant concern.   He authorized diagnostic charges of
  
  $174.11, but said he needed the vehicle back same day. We diagnosed the
  
  vehicle as needing a water pump, thermostat HOUSING and 2 serpentine
  
  belts, as well as a coolant service.  ************ authorized the repairs in
  
  the amount of $1763.84.  Upon completing instillation of the parts and
  
  retesting, tech noticed a secondary coolant leak from a hose and a
  
  heater tee, totaling $237.07 + tax.  We tried contacting ************ to get
  
  authorization but had no answer.  Since ************ needed the vehicle back
  
  the same day, we went ahead and fixed his issue with the additional
  
  parts needed to get him back on the road.  When he arrived to pick up
  
  the vehicle, Mr. ***** was irate and wanted those components for free. 
  
  As a courtesy, **** gave the customer a $100. Credit.
  
  
  
  
  
  
  
  ***********************
  
  
  
  This is ***********************, owner of Ernie's Automotive. In response to ********************* complaint, there is nothing
   I would have done differently. When you dropped off your vehicle, you made it very clear to ****** that
  you wanted it back that same day and when it became apparent you had a secondary coolant leak that 
  needed to be fixed as well, and he could not reach you by phone, he had to make that 
  decision to repair it. When you came to pick up your vehicle and were upset that we had done the 
  additional work needed, and charged you for it, my Manager **** discounted your bill by $100.00. To 
  give you additional information as to why we proceeded with the work without your consent, the 
  thermostat is an assembly (housing and thermostat together) and that was quoted with the original 
  estimate. The two parts that they were trying to get ahold of you for are coolant hose ( upper ) and the 
  coolant  hose tee. We normally do not do further repairs without authorization but you were very adamant
  about getting it back that same day. By state law we have the right to go over our estimates by 10%. 
  Perhaps we should have waited to hear from you, and then they would have finished the work the next 
  day. As pricing goes, our prices are in line with a lot of other repair shops, but not so much with the 
  do-it-yourselfers. We really do appreciate your business.

• Initial Complaint

  Date:07/08/2024

  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.

  Took our vehicle to Ernie's Automotive LLC to get the A/C system fixed, they charged us $762.81. When picking up the vehicle they stated they couldn't find an A/C leak which clearly there is one present, they mentioned they filled the system and added a dye. After 3 days the A/C stopped working. I investigated about the A/C dye they put into the system and found out I could see dye with a UV light, started looking at the A/C lines by the engine bay and could not see anything after searching for info on the internet it suggested to look under the vehicle and that is where I found lots of dye at a part next to the transmission. I called *****'s again and I mentioned where I found the dye at and they simply said that does not help, even though it was a really good tip. They told us to take the vehicle back for inspection and again they said no leak was found and they just filled the A/C system with gas again. Now after 3 days the A/C is no longer working and we lost almost $800 dollars on a negligent business. We request a refund or the car to be properly fixed.

  Business Response

  Date: 07/09/2024

  Client initially brought vehicle in on 6/14/2024 for an A/C recharge and
  
  to check for leaks.  We checked for leaks and did not find any.  We
  
  recharged the system with R1234-YF refrigerant, added dye, and still had
  
  no leaks to be found.  A/C was blowing cold at that time. 
  
  
  
  On 6/18/24 client called and said that the a/c was blowing warm again and
  
  that he saw what looked like dye coming from the underside of the
  
  vehicle.  Client was encouraged to  bring the vehicle back in to have us
  
  inspect for the dye and to find the leak (which the customer did on that day).  
  
  
  On 7/1/24 we pulled the vehicle into the shop and found that there was a minimal
  amount of dye leaking from the valve core service port, but no dye
  
  leaking under the vehicle.  We replaced the valve core and recharged the
  
  a/c at no charge to the client.  Tested A/C and rechecked for leaks,
  
  none found.  Client's wife picked up vehicle with a/c working on 7/1/2024. 
  
  
  *****'s has not heard from this customer since, until now that the ******************** has contacted me through an email.
  As stated on the original invoice, the air conditioning system of a vehicle is a complex and integrated unit. Therefore there is no warranty on system recharge. Dye is installed to find obvious leaks. If the customer would like to call and make an appointment with the manager ****, we would be happy to check it again at no charge but the customer would be responsible for the **********************. We have all ready gone above and beyond with free service ports and another recharge. We did not break it but we can fix it.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21957905
  
  I am rejecting this response because: I told the shop I found dye under the vehicle by the transmission heater and they completely ignored my suggestions, they say a valve was replaced at the A/C charge port and the leak was coming  from the valve port and traveling all the way to the transmission heater that is not possible due to how far apart those 2 components are, the hose with the charging port travels to the A/C compressor which is in front of the vehicle not towards the rear. I did not say they created this leak but they charged me almost $800 dollars to charge the system and ignore the root cause. Attached pictures of the dye at the transmission heater which could either be internal to the evaporator or the actual transmission heater. At this point I feel scammed.
  
  Sincerely,
  
  *************************** *****