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Business Profile

Auto Repairs

Jerry's Auto Repair

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:09/06/2023

    Type:Product Issues
    Status:
    Answered
    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 brought my 2015 ************* GLA into Jerrys Auto Shop on Thursday, August 24th, 2023 to obtain an estimate concerning multiple error messages displayed on my dashboard. Prior to this, I had sought the diagnostic services of **********, where they could only identify 1 of the 3 error codes displayed. Upon sharing this information with Jerrys Auto Shop, I was under the impression that their diagnostic exam, priced at $150, would be more comprehensive and be able to provide insight into the other 2 error codes that were unidentified. However, after they completed their test, *****'s Auto Shop could only determine the exact same error code as **********. The remaining two codes remain unidentified. This suggests that the diagnostic performed was incomplete, despite the higher charge for the estimate in comparison to **********. Due to this incomplete service, I am formally requesting a full refund of the $150 diagnostic exam fee, as I did not receive the comprehensive diagnostic service that I was promised and paid for.I trust that the BBB will assist in resolving this matter promptly.

    Business Response

    Date: 09/07/2023

    Customer brought their 2015 ******** ****** to ** on 8/22/23 for diagnostics. This was apparently after doing a free download of codes at ******** auto parts. Our process is not free and is explained in writing to our customers. See signed authorization: ****-Authorization. And our process is very thorough. See Brar_Inspect. Here are the technician's notes:

    "Retrieved engine codes. Has code (P052E) related to crankcase vent valve malfunction. Tested vent  valve. Found vent valve has failed. Recommend replace crankcase vent valve.
    Note: Has two codes (P1CE2 & P1CDF) related to the auto start/stop feature. No information is currently available related to these codes. Cleared codes. Recommend take to dealer if codes return."

    Our process includes not simply downloading codes (the easy part) but the additional work that it takes to test and confirm which components have actually failed and why. We explained that we confirmed that the crankcase vent valve was defective. We also explained that the two unrelated codes would need attention at the ******** dealer because ******** has not released information to the aftermarket repair industry about these additional codes. Our recommendations were explained to the customer and they paid the diagnostics without objection. See: customer signed: Service Order #*****. 

    The customer then authorized us to order the crankcase ventilation valve from ******** and to schedule the repair. After ordering this very expensive part the customer changed their mind and cancelled the repair. (******** may choose not receive this part back -which would cost our shop hundreds of dollars.) 

    The customer is acting in bad faith and after causing our shop unnecessary work and expense they now want the diagnostic fee back! This information is being noted in the customer's file for future reference.

    Customer Answer

    Date: 09/11/2023

     
    Complaint: 20566203

    I am rejecting this response because:

    ***** Auto accusing me of acting in bad faith and documenting such is my customer file for future reference is discriminatory and not based on facts; it is defamation of character. I have been a local customer to ***** for years and have never had issues with them before. I had to cancel that part delivery after being inform by ***** Auto that they would not offer a warranty on that part, thus it would make the most sense for me to get this done by a dealer that would offer a warranty AND be able to address the 2 unrelated codes that ***** Auto was not able to. Had *************** explained to me that there were codes his system would not be able to detect, I would have never brought my vehicle there and would have gone somewhere that would be able to do everything, which is why I am requesting my diagnostic fee back as he should have disclosed prior to performing the diagnostics. Their response said the process if very thorough, however not thorough enough if there are still 2 codes with issues that cannot be addressed. 


    Sincerely,

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

Jerry's Auto Repair is NOT a BBB Accredited Business.

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