Complaints

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• Initial Complaint

  Date:02/24/2025

  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.

  I took my 2010 Honda Odyssey into Coopers Car Care in late January for an oil leak repair. They informed us of the issue and in turn told us the water pump needed replaced along with a timing belt kit (see receipt). This all came to 1,142.98. After picking our van up on Feb. 4, 2025 we drove about 30 miles and after being parked for about three hours we saw where most of our oil had leaked on the ground. We took it back in and they explained it was faulty gaskets. They replaced them with no cost. They in turn told us that while fixing that, they realized my alternator was bad. They replaced it and told me we could settle us later because of how much I had paid out. I told them we never had any problem with the alternator but they explained that it sometimes just goes bad. Well, we find out later that the alternator went bad because of the oil pouring out on it. We took the van home and it once again leaked a substantial amount of oil on the ground once being parked for a few hours. We had to fill it back up with oil just to get it back to them for a third time. We watched oil drain from our van as we were driving, soaking the bottom of our van. This time they told us the gasket was faulty on the other side and they replaced it. No charge. We drove it home and got up the next morning to find about a small plate size leak of oil again, which was basically what the initial leak was. SO, we decided to take it to another local mechanic who is highly referred. They easily found the issue and repaired it. The leak was above the alternator and very visible. They informed us that was why our original alternator had gone bad. It was leaking straight on top of it. So, considering we have paid Coopers for a repair that never resolved the issue, and other repairs we are not even sure we needed, we are asking for a full reimbursement.

  Business Response

  Date: 03/19/2025

  The 2010 Honda Odyssey was in our shop Nov. 2023 for a used motor replacement. The used motor was supplied by the customer. At the time of installation the used motor had signs of normal wear and tear of a motor with high mileage. Some miner dampness of fluids could be seen but nothing major.

  In Oct. 2024 we replaced a leaking power steering pressure hose. We also informed the customer they had a couple of other oil leaks, valve cover gaskets and an oil pump housing gasket. The customer stated they would address the oil leak at a later date.

  In Dec. 2024 we replaced the leaking valve cover gasket. This leaking gasket was above the alternator and could have contributed to some oil getting on the alternator.

  In Feb. 2025 the customer wanted us to fix the lower oil leak coming from the oil pump housing. During the removal of the timing cover to get to the oil pump housing, we discovered the water pump had been leaking some. We contacted the customer and informed them of the new issue and we recommended replacing the water pump and the timing belt. The customer gave us the approval to move forward with the extra repair.

  Shortly after the repairs were complete and the customer picked up their vehicle they informed us of an oil leak. We discovered that the oil pump housing gasket had failed and was allowing oil to leak. We replaced the gasket again under warranty, but when we went to pull the vehicle out it didn't want to start. We started testing the charging system and discovered the battery was good but the alternator was not charging. We contacted the customer and informed them that we would need to replace the alternator.

  I did let the customer know that the repair of the alternator would not have to be paid now but they could wait till later to me. I knew after paying $1,142.98 recently they may need time to afford the $380.14 alternator replacement. I know I would struggle to pay back to back bills.

  The ******* still owes us the alternator replacement bill of $380.14. I don't know how you prove when and where the fluid came from to get on the alternator. My 2 mechanics that worked on this vehicle didn't notice any leaks coming from the VVT solenoid that ***** ****** ******* changed; however, if they would have brought the vehicle back to us I could have done the job cheaper or I may have just fixed it with no cost to them.

  I do feel for the customer having multiple issues, but it is a high mileage vehicle. I am willing to write off the Repair Order for the alternator $380.14 but that is it. Please find attached copies of previous repairs and pictures of the leaking water pump and oil pump housing.

  Mike H******, Owner/Pres.