Complaints

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• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On May 31, 2024 I was on the way home from picking my wife up from work. The car had an alert that there was a fuel system problem. The car stalled. We sat there for a few minutes and we restarted the car and we made it home. I called ***************************, Service Manager at Dart Auto. He said that we should bring it in. I paid $140.00 to have it towed to his shop. ****** informed me that one of the things I needed to have done was a break fluid flush. I told him that I didn't want it done. I have text messages telling him not to do it. He did it anyway and charged me for it. He misdiagnosed the fuel system problem. He did work that had nothing to do with the problem. When I picked it up,on June 6, 2024, he stated that he could not duplicate the issue and charged me $2209.19. I drove it for a few hours that same day and it stalled twice. The next day I took it back to him. He drove the car until it stalled and towed it back to his shop and this time he fixed it and charged me another $1751.97. He did refund me for the break fluid flush. I would like the $1653.47 refunded to me for the work he did on the car that did not address the issue the first time it was in his shop.

  Business Response

  Date: 06/17/2024

  The car came in for a no start issue.
  My technician found the following, which is taken directly from the work order.
  Inspected vehicle and currently can not duplicate customers concerns. Scanned vehicle for faults and have fault stored in DME for low fuel pressure. There is also a fault stored in FPCU for under voltage. Performed guided fault finding for Fuel Pump Control Unit and found currently pump and control unit are both functioning as designed. Removed rear seat to access fuel pump panel, removed and inspected connector, found to be good and no burning of pins or housing. Suspect customer topping up fuel after first click causing fuel to go into carbon canister and causing vapor lock / hard starting. Inspected system for low voltage and found battery in vehicle has been replaced with different AH than what is reading from control unit, and that with mileage count has not been registered at all.After speaking with customer asking follow up questions, confirmed suspicion that vehicle was over-fueled and battery has not been registered properly, client also seeing discharge warning. Will need carbon canister assembly, valves, replacement battery and proper battery registration to start. If issue happens again recommend replacement pump and control unit next.
  
  
  We found that
  The customer had a damaged carbon canister, an incorrect battery and an unregistered battery.   All of these can lead to poor fuel pump performance  and a no start issue. We did warn the customer verbally and in writing that the fuel pump may be failing intermittently and that a replacement may be necessary after we rectified these obvious problems. 
  
  The customer took the car home and it stopped running for them.
  we did the following as documented on the work order:
  Scanned vehicle for faults and found faults stored for low voltage to low pressure fuel pump. Cleared faults and test drove vehicle for 2 hours while monitoring actual fuel pump values. After about 1hr 45 mins when coming to a stop, auto start stop kicked in, system message for fuel appeared and fuel pump shut off. Would not restart and had to get towed back to shop. Found issue seems to be more temperature related than full fuel tank, due to tank was closer to 3/4 full when this occurred. Next step is to replace fuel pump control unit and fuel pump assembly.
  So after 2 hours of driving the fuel pump failed. 
  We recommended and installed a replacement fuel pump which solved the problem.
  
  I feel we went above and beyond diagnosing and repairing the problem.  We could have put a fuel pump in it and the customer could have continued to have problems with starting and stalling.   The installed the wrong battery improperly which can cause all electrical related problems in BMW.  We had to correct the obvious and present problem first.
  
  ****
  Owner
  DART auto
  ************ Mobile

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21848063
  
  I am rejecting this response because:

  The work that was done on the car the first time did not fix the problem. When I picked the car up, all he said was that he could not duplicate the problem. Nothing was said about needing a new fuel pump. If he knew it was the fuel pump,why didn't he repIace it the first time it was in the shop? He's trying to make it sound like the work he did the first time had something to do with the problem, but it did not. I told him via text message not to replace with the battery because I had it tested and it was fine. It's obvious that he is just looking for things to fix to make the bill higher. If he would have just replaced the fuel pump the first time, instead of looking for other things to charge me for, I would not have been without a car for 2 weeks and the bill would not been almost $4000.00. I am still asking for the $1653.47 to be refunded to me for the unnecessary work he did on my car.
  
  Sincerely,
  
  *********************************