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The Coastal Communities of North and South Carolina

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Consumer Complaints

BBB Accredited Business since 06/20/2012

Wagenhaus

Phone: (910) 426-2800Fax: (910) 426-0500

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service3
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)BBB Closure Definitions
08/19/2013Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Failure to provide promised assistance or support for products or services

Complaint: Was charged 326 dollars for a diagnostic that did not work
I took my car to Wagenhaus and was charged 326 dollars for a diagnostic then I was going to be charged another 800 dollars to replace a distributor and ECM. I told them no and replaced the parts and my car still doesn't run. I feel like the diagnostic was wrong and I was wrongly charged for a diagnostic that did not work

Business' Initial Response
On 6/12/13 a 1992 Honda Civic was towed in. With a complaint of no start. The fuel pump has been replaced with a new unit.
I called the customer to ask if the check engine light worked. The customer told me he swapped out the ECM with one from a different vehicle and then all the dash lights went out.
We are unable to communicate with the vehicle ECM. We Removed the ECM from under the dash to gain access to check all power and grounds to the ECM - OK. Checked for a cam sensor signal from the distributor. Found the signal is grounded. This is a fault with this model and causes the ECM to fail. Both units need to be replaced at the same time for the warranty to be valid.

If the customer supplies a repair order that states the Distributer and ECM were not the problem I will apologize and refund the diagnostic charge.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I'd rather not bring my vehicle back to your shop. My last mechanic took 2000 dollars from me so I'd just rather not. I guess I will have to settle for half of my Money back. I will try to figure the problem out myself. Thanks

Business' Final Response
If you have installed a new Dist. and a new ECM and my offer of returning half of the diagnostic charge is not satisfactory. Then how about bringing the vehicle back and letting me look at your vehicle again free of charge. With good parts installed it may now be something simple keeping your vehicle from starting. Like just resetting the computer or adapting the crank sensor to the ECM. If you bought a used ECM it too may be bad. But I will not know until I look at it.

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

08/12/2013Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Improper or inferior repair

Complaint: Business did not fix the vehicle properly, and caused other damage.
Business did not fix what they alleged they would fix which led to other vehicle complications.
I recently heard about this shop "Wagenhaus" and their services with import, and European makes and models of vehicles. So instead of dealing with the dealership I decided on the local business route of taking my 1999 VW Beetle in, which had transmission problems. Upon my arrival I was also informed that an array amount of other things needed to be tended to. So originally for $1700.00 the transmission could be fixed with the rest of the miscellaneous repairs that included, hoses, check engine light, and transmission speed sensor. I received a phone call stating that upon further inspection that my radiator had a leak, and that it needed to be fixed also. A price was set at an extra $300.00 that it would be replaced and in good working order. I gave the go ahead for the repairs to be made, not knowing the horrible outcome that lied ahead. The first time I was told the vehicle was ready for pick up I received the invoice that read $2509.29. I argued that this is not what was talked about, but they said the reason being it was so much was due to the new radiator, and labor. I paid, and left thinking my car would be up to par. While driving home the vehicle still did not shift properly, my air conditioning quit working, and a bolt fell out from under the vehicle. The following day I took the vehicle back to "Wagenhaus", and told them everything that had occurred on my drive home, and handed them the bolt that fell out from the under body. A couple days later I decided to go in person to see what they had to say about the vehicle not being fixed as they had stated it would be. I was informed that the bolt that fell out from underneath was not a part of my car, and that I had miraculously acquired it from another vehicle. They stated they would look into why the air conditioning was not working, as well as; the transmission shifting improperly. I received another phone call stating that my air conditioning compressor had a leak all of a sudden, and that it was another sensor on the transmission that was bad. According to them all of this was to be fixed in the initial $1700.00 fee except the air conditioning because it was working prior to dropping it off. I was told that it was their mechanics fault, and that he didn't read his directions correctly that caused the transmission to malfunction. But I was required to pay an additional $100.00 for it to be fixed to specs. I argued once again that all of this was supposed to be included in the initial fee, and that this was ridiculous. I get the call again that the vehicle is ready for pick up, and told that my air conditioner that worked perfectly fine prior to taking it in was going bad, and like everything else that was supposedly bad, he had already had everything priced out. With the "great" previous experiences I opted not for them to fix the air conditioning, and once again paid the $100.00 for their fault to get my vehicle. Once again driving it home the transmission shifted as it should, air conditioning not working, and check engine light comes back on, as well as; the ABS light.

Business' Initial Response
The 1999 VW Beetle came in on 6/5/13 with 160,455 miles it. and a complaint of sluggish coming out of first gear and no third gear shift. Customer stated transmission fluid was accidentally drained by another shop and check engine light on.

We found codes P0300, P0304 (misfire codes) P0411 Secondary air pump code, 197 Gear box speed sender code and 1276 ABS Hydraulic pump code.

Performed a 23 point courtesy check.
Which found the vehicle in need of a oil change, valve cover gasket leaking oil, secondary air pump hoses torn and rotten, causing the 411 code.
A much needed tune up to solve the misfire codes.

We found the transmission fluid very low. So the transmission was serviced and filled with the correct type of fluid. We then tested and replaced the defective speed sensor part #XXX XXX XXXC This transmission has three speed sensors and the engine has one.

We had to replace the radiator and the upper radiator hose to repair the coolant leak. (work was completed after getting a ok from the customer.
We test drove the vehicle after the work was completed.
Customer declined repairing the Right axle boot, Replacing the burned out left headlight bulb and the burned out brake light bulb.
My technician and shop helper both say the A/C was not up to par at this time. But didn't go any farther into diagnosing why.

When the customer came to pick up the vehicle he showed up with a full head of steam. The service adviser talked to him and went over the ticket. At some point I was called to join, The customer seemed to recall the phone conversation and all appeared to go well after that.

The customer called to state the vehicle is not shifting and the A/C is not working. I advised to bring the vehicle in and that our parts and labor have a one year 12 thousand mile warranty. The vehicle returned on 6/12/13 with 160,496 miles we checked out the transmission (no charge) found another speed sensor had failed. (part #01M XXX XXX) replaced this sensor and charged the customer the cost of the part, for the inconvenience.
We also checked out the A/C at no charge. We recharged the system that was empty and found a bad Schrader valve. We replaced the valve and recharged the system again. While leak checking with a black light we found Freon is leaking from the seal behind the A/C compressor clutch. This seal is one that wears out with time and use it is protected by the clutch.
The ABS light that the customer has stated came on. There was a code for the ABS, we pulled on the first visit. But the code did not return. It may have returned now. He was not charged for a ABS repair.
I have bent over backwards to help this customer and I am still willing to help fix his vehicle here at Wagenhaus.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
While the fluid was drained by accident, it was also put back in. When stated that the transmission fluid was hand pumped back in, was more a figure of speech, as all the necessary precautions were considered. Fluid was added in accordance with a Haynes Repair Manual for the proper vehicle. Now in chapter one section 21 figure 21.4 it says "Use a large screw driver to pry the automatic transaxle fill plug out of the transaxle from below." This was done, now given the amount of space to work on while using a home garage and no mechanical lift the best way to add the fluid was with a hand pump. Which is also funny is that an employee asked how long ago this was done. After being asked it was stated that this was done almost two and a half years prior to bringing it into the Wagenhaus establishment with no signs of bad shifting until two days of bringing it in to have looked at by a so called reputable mechanic. Now as for not having a crystal ball to foresee future incidents, the employees here are equipped with the hands of a grim reaper to cause malfunctions to everything that has been serviced. Whether one hundred and sixty miles or one hundred and sixty thousand miles reads on the odometer for the stated service that was to be done, and for the price it should have been done properly. As for the air conditioning I can assure you it was working just fine until it met its match with one of the certified reapers. I did not even call to bring in the vehicle for service upon the first sign of poor workmanship. I showed up at the opening of the business the following day. With the bill of sale totaling over two thousand dollars and the vehicle not being fixed as it should who wouldn't feel as if they were getting ripped-off. I work hard for my money and don't have the patience or time to be tossed around a ball field. When an agreement is made for repairs and those repairs or not done, let alone properly. Why should a customer have to eat the tab for a vehicle that is still not fixed? One thing I can agree on is that further research on my part should have been conducted to notice that this is not the first type of complaint like this filed against this business. Regardless of the fact I should not be responsible for paying for something that is broke, and taking the vehicle in once, but twice to still have a malfunctioning vehicle is uncalled for!

Business' Final Response
You did call in not just show up because I personally talked to you. We discussed the warranty Wagenhaus offers, and the possibility of another part failing. I advised you that if it was a part we replaced it would be changed free of charge. But if another part has failed You would be charged. You were very concerned of having another bill. I advised you that I would help you out, if it was another part. For your inconvenience. Turns out it was another sensor on the transmission that had failed.(There are three sensors) So I replaced it for the cost of the part and no labor charge.
You state we didn't fix your vehicle. But in your own words, In the original complaint you state (the transmission shifted as it should). You have not complained at all about the coolant leak repair. So that is OK. When you returned there was not a check engine light on or ABS light on. But you state the check engine light is on now. There is over 75 things that can turn that light on! Including a loose gas cap.
As far as the transmission fluid. part of a transmission diagnosis is to check fluid level and condition. As stated on your Repair Order ***** Job #3 Line #2 your transmission fluid level was very low. So the fluid was drained to check for clutch material, before any repair was performed. If Clutch material is found we would have recommended a transmission. But your fluid level was just low.
I can only warranty the parts we replace not every original part on the vehicle.
As far as the A/C I repaired one A/C leak for you free of charge. The other leak is a worn out seal on the A/C compressor. Parts fail all the time while driving older vehicles. We did not and could not damage the compressor seal! It is located behind the A/C compressor clutch.

Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.

03/13/2012Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint: I brought my car in because it would not hold idol on cold start, the engine would surge and stall & I had no heat. They called & said everything is fixed and charged me $256.54. I picked my car up after hours and noticed the only thing fixed was my car didn't stall, nothing else was fixed. I brought my car back again stating it was not fixed. The Wagenhaus charged an additional $79.80 and said my car now has heat and does not surge & holds idol on cold start & drove it 18 miles to get air out of system. I told them I should not pay twice for a problem they never fixed, I was told if I wanted my car I will. I paid and got my car which still does not hold idol on cold start, heat still does not work & engine still surges.
Product_Or_Service: Auto repair
Account_Number: Inv.# xxxxx

Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

Industry Comparison| Chart

Auto Repair & Service, Auto Repairing-Foreign

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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.