Complaints

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• Initial Complaint

  Date:09/14/2022

  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.

  Document summary is attached with details: Vehicle issues not fixed to completion. New problems occurred due to the work of the mechanic.

  Business Response

  Date: 10/07/2022

  ******* ****************************************************************************************** 98502
  ************
  October 6, 2022
  Better Business Burreau
  
  RE:  *************************
  File#:  626405
  2007 ***********
  137,435 miles
  
  Dear *******************************:
  
  After review of ***************************** complaint and the review of how her vehicle was handled while here at ******* Automotive our response is as follows.  When **** had brought her vehicle in she did go over a list of things that she knew was going on with her vehicle, upon the inspection we had put together an estimate of things that we knew were issues and needed attention per the inspection. We were unable to verify the overheating issue as it had no signs of leaks and the cooling system was full and we did not experience any overheating during testing. We did verify that it did need front brakes, and diagnosed the 3 codes that were  pertaining to the check engine light. If the check engine light had been cleared at all prior to bringing the vehicle in there is a good chance that we did not catch all of the issues meaning there may have been more codes that did not show up on our diagnosis if that was the case. In response to her statement of being called about the brake calipers and updated that the brake calipers we had ordered for her estimate the night before for this job were not going to show up in time to get the vehicle completed that evening was true. We order parts on every incoming vehicle the night before the day of repairs to try to help make sure that parts will be here for the job, we do not have the space to order parts days ahead of time. We agreed that we should have known sooner that this was going to be the case, however we did not and when we found that the brake calipers had not arrived by 1:00 we looked into it further. She had called in shortly after figuring all this out and this is when we let her know as to what had happened. We offered another option for a brake caliper that we could see in time but they were more expensive and asked if she had to have her vehicle back that evening or not and if so we may have to use this other part in order to have it completed by that evening. After further communication she authorized us to  keep the vehicle and found a way to let us keep it overnight. When the vehicle was completed the following day we called to let her know that it was ready, she picked it up that evening and when she picked it up she warmed it up and came back in to let us know there was a new noise, at this point it was around 5:30 and we pulled it back into the shop, experienced the noise but did not know exactly where it was coming from, she was very nice and allowed us to keep the vehicle for yet another night and day so we can figure out what was going on. When we figured where the noise was coming from we had found that 3 out of the 4 spark plugs were just loose enough that there was a compression leak past the plugs causing the weird noise, we did remove 1 spark plug during our inspections to examine the condition of the plug. On this vehicle there is what's called a coil pack which has to be removed in order to gain access to all 4 spark plugs, we told her that it is possible if the plugs have been replaced in the past and were not properly torqued that maybe it was from removing the coil pack that moved them just enough that it started making to make noise, that was the only thing that would make any sense. Regardless we found the issue and apologized for the inconvenience and had it ready once more. In her statement she had mentioned that she had not had anyone else touch her vehicle in the last 4 years, we do find that to be false as her friend or husband that was helping her get around and brought her in to pick the vehicle up had stated that he had recently replaced a plastic coolant housing to cure a leak that he had found and fixed himself. So all in all this definitely did not go as smoothly as it should have gone and we are very sorry for the loss of time being away from her vehicle. We have discussed this vehicle together and am not sure who would have told her that there is no warranty as we do have a 24 month ****** mile warranty on all of our repairs. As far as when the vehicle came back on a tow truck for an overheating issue and loss of all power on 7/27/2022, this was a new problem and the serpentine belt had come off. The serpentine belt runs the alternator and the water pump which caused both the overheating issue and the loss of power. However this being a new problem, it sounds like it had not been handled properly as far as being told ahead of time what we found and she had not been told or given an estimate ahead of time. On the other hand,  in both of these jobs we were also communicating with DVR/DSHS and sending estimates to this state agency who was authorizing the estimates and paying for these repairs.  Since hearing about this through this complaint we were unaware of how this all had come about and am deeply sorry for this situation. We have always strived here at ******* Automotive to do our very best for our customers and are well known for our honesty throughout the many years we have been in business. We would like to apologize for any stress and or wrong doing this may have caused **** and her family. We would love to do what is necessary to try and make things right within reason and knowing that vehicles and parts fail all of the time that sometimes certain issues may not get caught on an inspection especially if the issues are not acting up during the time of inspection.
  
  Sincerely,
  ****** and *************************