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Consumer Complaints

BBB Accredited Business since 09/30/2013

Best Choice Auto Care

Phone: (386) 756-9007Fax: (386) 756-9473

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
09/15/2015Problems with Product / Service | Read Complaint Details
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Complaint
Aug 1st my 2005 Hyundai was running rough, they put it on computer got some codes. After that they said the computer to car died out.
Aug 1st car running rough mechanic checked out said vacuum hose broken, replaced car continued to run rough, said he was going to test the coil, ordered a coil then tested. First he ran a test to computer to get codes from computer to determine what may be wrong. Several codes came back. He did what he though would correct the problem with the test that he ran. During the testing of the coil the computer to the car stopped. The car was running rough but running when it came into best choice the computer was working when it came to best choice. After mechanic test what he thought was the problem car not running computer not working. car had to be towed to another shop for repair.

Desired Settlement
Refund of the expenses that this has caused me from rental charges to repairs of my vehicle.

Business Response
Customer brought the car in shortly before noon on Saturday August 1,2015 and stated that she would wait for the repairs. Vehicle was running very rough and misfiring. This is a 10 year old vehicle with 270,000 miles. She authorized a diagnostic charge of 47.75 which is 1/2 hour of labor. We assigned an ASE certified technician and he retrieved numerous codes from the PCM (engine computer) including P0306 (cyl 6 misfire), P0401 (egr insufficient flow), P0171(bank 1 lean), P0420 (bank I catalyst efficiency), and P0430(bank 2 catalyst efficiency). Technician performed a visual inspection and found a vacuum leak at hose to egr solenoid. This would account for the code P0401 and P0171 since it was a vacuum leak and would cause the egr system to malfunction and caused the engine to be lean. Technician replaced the hose to see what affect it would have on the engine. The engine continued to run rough and was misfiring severely. There was no spark on cylinder #6. We told the customer that we suspected the ignition coil for cylinder #6 and wanted to check the coil trigger signal and if that was ok we would replace the coil for that cylinder. When the coil was disconnected to check for a trigger signal from the PCM the engine stalled. It would not start. We retested the codes in the PCM and at that point code P2108(PCM internal failure) was stored in the computer. The technician accessed the PCM behind the glove compartment to inspect the PCM and wiring. The external inspection was ok. An internal failure was present in the PCM. We told the customer the car needed a PCM and the customer said to check on the price of a PCM and if it was available. We called 4 auto parts stores to check pricing and availability. Since it was a Saturday afternoon, the parts stores were unable to contact the suppliers of the PCM and could not offer a price or availability of the part. We would have to continue our search on Monday when the suppliers were open. We told this to the customer and they told us to contact the Hyundai dealer. We did and the dealer told us they needed the part numbers on the PCM but they did not stock PCMs for this vehicle and it would have to be ordered and would be available during the week. We then asked the customer to leave the car over the weekend so that we could conduct the search for the PCM. She agreed to that. She then was talking to someone on the phone and after she got off the phone she stated that she wanted the keys to the car. She did not want any repairs. We told her that there was no charge for the diagnosis as a courtesy to the customer. Shortly thereafter a tow truck arrived and the vehicle was towed out of Best Choice Auto Care. At no time did we state that we were unable to repair the vehicle. The vehicle was brought in with the PCM in failing condition. The customer elected to take it to another shop. We stand behind our workmanship at Best Choice and we were puzzled as to why the customer refused to leave the car so that we could conduct the search for the PCM and repair the vehicle.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Best choice caused damage to the computer which has caused my vehicle to be repaired at another repair shop causing numerous expenses being incurred..

Final Business Response
After reviewing the documents supplied by ************* from ********************* regarding the failure of the PCM (computer) we agree with *****************. They stated "The unit had sustained damage to the unit from a source likely the coil which damaged the coil driver circuit." The coil driver circuit is the portion of the computer that failed and it failed as a result of the coil. The car arrived here in very poor running condition and the symptoms of the failed coil and PCM were already present. We did not cause the failure of the coil and PCM and we were not even given a chance to repair the concern because the car was towed out of Best Choice within 2 1/2 hours of when the customer first arrived here.
Mr ************* who is the person that checked the car after it was towed out of Best Choice Auto Care is only partially correct when he states that the computer works with a 5 volt reference voltage.(See Mr *******'s written statement) A portion of the computer uses 5 volts for the reference voltage to the sensors in the engine control system. The coils however use 12 volts for power so Mr *******'s statement is flawed. He also accused us of applying 12 volts to the computer even though he has no way to support that statement and that accusation is completely false. We are ASE certified technicians. We would not apply 12 volts to the PCM.
We made every effort to help the customer get the vehicle repaired as soon as possible but they elected to tow it out of Best Choice without even giving us a chance. We did not even charge the customer for the diagnosis. Keep in mind this is a 10 year old vehicle with 270,000 miles on it. You would expect breakdowns of this nature on a vehicle with this age and mileage.
We don't know how long the repair took to complete at Mr *******s repair shop. I can say that since that car came in at noon on Saturday, we could have ordered the computer from a source such as ******** on Monday morning, had it delivered here by Tuesday afternoon or Wednesday at the latest and have the car returned back to the customer the same day that the computer arrived. Of course we were not given that opportunity.
We sympathize with the customer but at the same time we see a lot of older vehicles with very high mileage that need extensive repairs. We have the unpleasant task of letting customers know about the problems that we discover and let the customer know what it will take to get the vehicle back on the road. This is the case with *************'s vehicle.


Sincerely

James Hundley
Best Choice Auto Care


Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Best Choice during testing damaged the coil in turn damaged the computer just as they admitted they agreed with auto pro.

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