Complaints

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.

• Initial Complaint

  Date:07/08/2024

  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.

  My car's engine overheated and the coolant was leaking and have to have it towed to this shop on July 01, 2024. Zip In Auto discovered that the coolant outlet flange was leaking and told me that the unbranded after market part will cost $145. I asked them to call ******* Mazda dealer for the price of the genuine OEM part. The lady pretend to call the ******* Mazda dealer and then told me that the genuine OEM dealer part will be more than $200 and claimed that the genuine OEM part does not come with sensor or gasket (and I have to buy them separately), and claimed that the dealer don't have that part in stock at that time and I have to leave my car in the shop to be fixed next day. I have no choices but to proceed the repair with the unbranded after market part. That unbranded part arrived with a brown cardboard box without ant brand, no label or logo of any brand can be found.
  
  On July 02, 2024, I called the ******* Mazda dealer and found out what Zip in Auto told me was total lie. ******* Mazda dealer told me that this genuine OEM part comes with sensor and gasket and they have that part in stock all the time, and the price of this genuine OEM part is $145.
  
  Zip In auto lied to me to push me to use the poor quality unbranded part and overly charged me on the unbranded after market part (Amazon sell it from $24 to $50), they charged me that poor quality part for the price of genuine dealer OEM part ($145). They also overly charged me $50 for the coolant (which should be less than $10).
  
  I then called the Zip in Auto on July 02, and the owner of this shop fooled me around, when I asked him which brand is that part, he cannot tell me the brand and said the part was ordered by the lady and she was not there.
  
  The owner later claimed that he gave me $180 discount for the part. That's a total lie. The lady and the owner told me initially that the $180 is for diagnosis but it will be waived if I proceeded with repair. It is not a discount for the parts at all.$466.35

  Business Response

  Date: 07/16/2024

  Hi this is ****** from Zip in Auto.  Mr ***** ***-**** towed his car to the shop due to overheating. Before towing the car to the shop customer called us. I told him we are very busy, and we may or may not too able to check his car today. Still, he towed his car to the shop. When the car got to the shop he is saying “Check my car please please I need my car today". He also states he doesn’t have any other transport and he has lot of appointments. He has only one car. He was crying. Customer states the car is overheating and wants us to diagnostic the car. We also told him since the customer already overheated the car, we can't guarantee the head gasket is good. I told him the diagnostic fee will be $180. The way the customer was bagging I felt sorry for him, and I told him that $180 we will use it towards his bill.

  We did the pressure test and found out the outlet is leaking. We showed it to the customer. The coolant outlet was leaking very bad. But the customer was forcing us to change the thermostat. I told him to fix the outlet first. We called WorldPac they had outlet with sensor and gasket together built in for $145. OEM PART. He told my wife to call the dealership. We called the dealer on July 1^st. The dealer told me the price & that the part will be delivered next day. They also told me the outlet, sensor and gasket are separate price. We told the customer he agreed to use the part from WorldPac. I told him the price and he agreed to the price. Once we got the part, we showed it the customer and he agreed to use it.

  He kept forcing and rushing us to finish his car. He came to my wife about 30 times to find out if his car will be done. He kept bothering our other customers as well. We have everything recorded in our cameras.

  We gave him and his car more priority. I put my best mechanic on the job. The car was done in 1 ½ hour.  We gave him discount towards the parts. So, he will pay less tax, he will save money.

  Next day customer called and states he wants to talk to the lady only. I explained to him she is not here, and she will be back on Friday. Customer was threatening me that he will stop the payment. He filed a dispute on 07/07/24. He gave us a bad review on Yelp but the name he used is *******.He said we lied & we are dishonest people.

  His bill was:

  Diagnostic fee $180

  Coolant outlet with sensor and gasket $145

  Coolant 2.5 gallon $49.95

  Labor $270.

  We give him discount $180 on parts.

  145+49.95=$194.95.  $194.95–180= $14.95 parts.

  No auto shops give discounts. They charge an arm and leg.

  This customer just wants to have it fixed for free or his one of our competitors. 

  Majority of our customers leave our shop happy & satisfied with our services.

  Customer Answer

  Date: 07/16/2024

  
  
  Complaint: 21948562
  
  
  
  I am rejecting this response because:

  Upon
  checing the response from Zip In Auto, I found many lies ****** have
  told. First, I called in and he said he can fix it the same day
  before I towed my car there (the call was recorded). I have never
  cried or talked to his wife 30 times (probably only 5 or 6 times),
  and have never bothered any other customers. I never forced them to change the thermostat, but only asked them to check the thermostat.
  
  
  ******
  claimed that he gave me $180 discount for the part. That's a total
  lie. He and his wife told me initially that the $180 is for diagnosis
  but it will be waived if I proceeded with repair. It is not a
  discount for the parts at all. But when they give me the receipt, I
  found out the $180 was deducted from the balance but was noted as
  "Discount PART", I felt uneasy, but his wife said "don't
  be so complicated" and pressed me to sign and pay. Because the
  $180 diagnosis fee was waived from the balance, I did not ask them to
  correct the wording of it.
  
  
  They
  lied to me that the ******* ***** dealer's genuine OEM part will cost
  me more than $200 and this dealer din't have the parts that day. I
  have no choice but to agree to proceed with the poor quality
  aftermarket part from World PAC. On Jul 02, I called ******* *****
  dealer and found out not only they have the parts all the time but
  the price of the genuine Mazda parts were much less than $145 that
  Zip In auto charged me. In the attached photo from the ******* *****
  dealer quote, the genuine Mazda parts costed only $116.49. The poor
  quality part they got from WorldPAC is never genuine Mazda OEM part,
  as was shown on the "Suppliers and Brands" from WorldPAC
  web site. There are many aftermarket parts in Amazon (they all come
  with the same part number LF941517Z), the prices range from $23 to
  $45. Zip in Auto charged me the poor quality aftermarket part from
  WorldPAC for $145 (should be between $23 and $45). They also charged
  the coolant for $50, which should be less than $10.
  
  
  
  Sincerely,
  
  
  
  ***-**** *****

  Business Response

  Date: 08/30/2024

  I hope this message finds you well.
  It sounds like you’ve done everything possible to address Mr. *****s concerns. 
  I wanted to follow up regarding your recent feedback. While we’re disappointed to hear that your experience didn’t meet your expectations, we’ve recently received ten additional five-star reviews that highlight the positive experiences of other customers.
  The fact that customers keep returning is a strong indicator that your business is meeting or exceeding their expectations. It suggests that you're providing value, quality, or service that resonates with them. Keep up the good work, and continue to focus on understanding and meeting their needs.
   We don’t need to lie. The dealer told us the outlet and sensor are all separate parts and price. You stop the credit card payment and you got your money back. I think you need ******* ****. Please you never happy with anyone. You don’t appreciate. PLEASE STOP HARRESSING US.
  Thank you for your time and understanding 
  

  
  

  Customer Answer

  Date: 09/04/2024

  
  
  Complaint: 21948562
  
  
  
  I am rejecting this response because:

  ****** *****, and his wife
  at Zip In Auto are very pathetic liars and actually do need ******* ****. I have my own evidences and recordings, and
  their so-called evidences presented in the BBB further proved they lied
  all the way (their evidences are self-incriminating against themselves).
  In their attached photo (submitted to BBB) for the quote from *******
  Mazda Part (dated July 01), the genuine Mazda parts costed only
  $116.49. They know that well (but they hide this quote from me on July 01) and pretended to call ****** Mazda dealer but told me very different things that the
  genuine Mazda part at ******* Mazda will cost more than $200 and that
  ******* Mazda dealer didn't have the parts in stock (I called ******* Mazda on July 02, they told me they have these parts all the time. I did visited the ******* Mazda dealer later and took photos on the parts and the boxes of the genuine Mazda parts). The
  aftermarket part Zip in Auto obtained from World PAC is of unknown brand (They let me see the part and box before it was installed in my car, and it has no Mazda logo or label on the box and the part and did have temp sensor and gasket installed) and costed at the
  range of $23 to $45, but they charged me $145 and later claimed that
  their parts from World PAC is genuine Mazda parts. That's total lie, the
  website of World Pac shows the brands and suppliers they used, none of
  them are genuine Mazda parts (See the attached photos from World PAC on their parts' brands and suppliers starting from letter 'M', none of them are genuine Mazda).
  

  
  
  
  
  Sincerely,
  
  
  
  ***-**** *****