BBB Business Review

Is this your Business?

Consumer Complaints

This Business is not BBB Accredited

Hance Auto Care

Phone: (214) 352-0815Fax: (214) 352-2083

BBB Business Reviews may not be reproduced for sales or promotional purposes.

BBB began including the text of consumer complaints and business responses in BBB Business Reviews on 07/01/2013 for complaints filed on 01/01/2013 and thereafter. This includes all complaints that meet our reporting guidelines and that are filed electronically. We also report on the resolution of the complaint, as determined by BBB.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 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)
08/25/2014Problems with Product / Service | Read Complaint Details
X

Complaint
Arrived at Hance auto repair on July XX XXXX withy Car to be repaired. Problem with my A/C system. I was told that the condenser needed to be replace!
After paying $1,164 to repair my car. I had the same issue with the car the next day. I call the repair shop was told to bring the car in to be checked! Was told that I needed to pay another $1000 - plus to replace the compressor. I decided to take my car to Park Place. I was told that the compressor was not the issue! And I only had to pay around $250 for the repair!! I was Lied to by Hance auto repair Manager & Owner about the first repair that cost me $1,164 And would have been out of an additional $ 1000- plus for the second repair!!!

Desired Settlement
I am seeking an $850 settlement!

Business Response
As stated in the complaint, the customer brought the vehicle in for service on July 11, 2014. The complaint was that the air conditioner was not working. Initial diagnosis included at computer diagnostic where codes for 'low Freon level' were present. We then physically tested for Freon with our recovery machine and verified that there was no Freon present in the system. Further investigation led to the discovery of a small hole in the condenser at the front of the car. An estimate for repair was written and the customer called. After explaining the nature of the failure, the customer remembered hitting something on the road and then seeing a small puddle of fluid under the front of the car in the driveway. Both of these are consistent with the nature of the damage to the condenser and the failure of the a/c system.

The customer authorized repair and we completed the replacement of the condenser and re-filled the system with Freon. The customer picked-up the car on Friday July 12, 2014 with the a/c working correctly.

Monday July 17, 2014, the customer called to complain that the a/c had stopped working again after church services on Sunday.

The customer returned with the vehicle's a/c not working and the customer waited while we tried to determine the problem. We did some additional diagnosis including scanning the a/c control module again for codes, but found none present. We physically evacuated and measured the Freon in the system with our recovery machine to verify accuracy. The Freon measured the proper amount and so we re-filled the system again. After this the a/c began working again so we invited the customer outside to see that it had started working again. We were perplexed. We offered to keep the vehicle and do some additional testing. The customer accepted and we gave him a ride to work.

After some additional time with the car, we discovered that the system would work intermittently. When working, it seemed to be working correctly. At one point while the system was not working, we commanded the a/c compressor to engage with our diagnostic computer, but it would not respond. We then discovered a Technical Service Bulletin issued by Mercedes Benz indicating possible compressor failure if the a/c system loses too much oil, as this lubricates the compressor while the motor is running. The fluid lost from the condenser was this oil.

We recommended replacement of the compressor in the amount of approximately $1000.00 as indicated in the complaint. The customer declined and said he would have to think about it.

A few days later, the customer called our service writer to complain that we had not fixed the car. We explained the entire process as written above. We explained that the condenser had been damaged and had a hole in it, allowing the Freon and oil to escape the system, rendering it non-functional. We had replaced the failed part and re-filled the Freon and some additional oil. We further reminded the customer that the a/c was working when he picked-up the car. We then walked the customer through our diagnostic process when the car came back, after the weekend, and how and why we determined that it needed the a/c compressor.

Then the customer indicated that the car had been taken to the Mercedes Benz Dealer in Fort Worth where they had diagnosed the problem as improper Freon charge. We explained that we felt that was unlikely; however, if we were somehow at fault and hadn't filled the system correctly, we would pay the bill incurred at Mercedes Benz. We asked that the customer pick-up the car from Mercedes and drive it for a week or two and if no additional problems were found, we would pay the bill.
The next morning we received notice of the complaint to the BBB and ceased communication with the customer.

We regret that the customer was dissatisfied with the outcome. We feel that we pursued the proper course with this vehicle for repair. There is no question that the condenser was damaged and had to be replaced. We regret that additional problems occurred thereafter, but this was not a result of our work nor was it mis-diagnosed in the beginning as the condenser was physically damaged. Therefore, our initial repair was absolutely necessary and we feel no obligation to refund any of the customer's money.

Please note the attached pictures of the customers failed a/c condenser.

Industry Comparison| Chart

Auto Repair & Service, Auto Services, Wheel Alignment, Frame & Axle Service - Auto, Lubricating Service - Automotive, Brake Service, Auto Repairing - Foreign, Auto Electric Service, Auto Accessories, Auto Paintless Dent Repair, Auto Body Repair & Painting, Auto Air Conditioning

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.