Complaints

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• Initial Complaint

  Date:02/27/2024

  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.

  I took my BMW X5 into the shop February 14th to have new valve cover and spark plugs installed, the auto was running fine, no check engine light. I picked the auto up Friday Feb. 16th, drove about 4 miles to home, ran great. Saturday Feb. 17th we drove auto to Grain Valley on I-70 about 3 or 4 mile on I-70 it started to miss badly. Check engine light came on. Stopped to check if I could see anything, nothing. Auto continued to miss drove home. Monday Feb. 19th took auto back to Midwest auto services, told them the problem. They pulled into shop to check it out, told me that the auto had numerous miss fires on all 6 cylinders (new spark plugs) Was told that I needed new coil packs. I took auto home with it missing and check engine light on and at limp mode. Don't know what they did to engine when they worked on it but they have not offered to fix the problem. To install the new valve cover they had to remove the injector lines, coil packs. they then replaced the spark plugs, before installing the new valve cover.

  Business Response

  Date: 03/05/2024

   Client ******** came to us as a walk in on 2 5 2024 after visiting several other shops in town requesting a quote for a valve cover gasket on his vehicle. We did not see the vehicle at that time. I gave him a written quote with parts and labor, and client requested plugs be changed, I included that service on the cost of the valve cover replacement be cause there is overlap time for the two jobs, and we routinely accommodate clients on this as a courtesy to them. 

  Client made appointment for approximately 2 14 24 for a drop off for service. upon commencement of service requested we noted and found that there were multiple caution and warning lights illuminated on the dash and a significant grinding noise front the front driveline. Vehicle was serviced per quote as requested, and test driven afterward to ensure repair integrity. On this visit, client also inquired about noise from the front end. We investigated this at no charge to him, and found the left front drive axle not seated properly in the differential, with an associated fluid leak from same. The RF axle was found leaking at the axle seal, without apparent mechanical damage. Our 27 point safety inspection, performed at no charge to the client, also found the front brakes worn to less than 1mm remaining, or 95%+ worn, the rear brakes were at 5mm. The oil filter housing, and engine oil cooler seals were leaking profusely due to system oil pressure being present at both points with engine running. We also cautioned about the oil pan leaking, but informed the Client we could not confirm this due to oil leaking from above and pooling in this area. The RF strut tower brace was also found missing, to which the client replied he had removed himself and was in his garage. The client was given written estimates for additional service work, along with substantial consultation about what his vehicles needs were prior to leaving. 

  The vehicle left without incident on approximately 2 16 24. The client returned on 2 19 24 complaining of a misfire in the engine and a lack of power. The vehicle was reinspected at no charge to the client, and it was determined that cylinder 3 has major misfire counts, and the remaining cylinders have minor counts. A known good coil was installed and verified the failed coil on cylinder 3. The other cylinders were no longer affected. The Client was informed of the results, and we recommended an ignition coil for the affected cylinder to resolve the concern. We also advised the client about the natural progression of events when coils begin to fail, and recommended that the client consider replacing all the coils as the manufacturer recommends when a single coil fails. We were pleased to do all or none of the recommended coil work for parts cost only with no labor charge as a courtesy to our Client who just spent quite a bit with us, and again after significant consultation at no charge while the client was present in the shop.  The client told me he wanted to talk with his wife and would get back to us. I have had no further discussion on the matter until today.  I will gladly replace his single coil or the set for parts cost only as we discussed previously. We cannot predict the failure of electrical components and that is why we recommend all coils be replaced per the manufacturer. The Clients option is to do nothing, replace one coil or all.  However, after my review and investigation of the matter with all invovled parties, we do not take responsibility for an electrical component failure, whether or not it was coincidental with another repair. Considering the vehicles condition that we observed and related to the client above, it would appear that the vehicle is far behind the maintenance curve and multiple items have failed or are failing. We have done our job correctly and are glad to help this client as stated above if he so desires. 

  Customer Answer

  Date: 03/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The coils have been replaced as also another set of spark plugs. The misfire is still in the engine. 
  
  
  
  Sincerely,
  
  
  
  ****** ********