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:05/03/2024

  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 called one stop auto repair LLC on March 22 2024 at 8:54am because they were with the BBB. so, I called spoke with *****, He said I could have it towed. I called back at 9:43am to make sure the car is there? and I spoke with *******, and she said its three cars in front of me. I called back March 29, 2024, at 4:11pm spoke with Tim. he was asking me like. (Is the car paid off? and did someone mix the wires? did you give jumps? I said no to the question. Tim still saying there is a car in front of me. April 3, 2024, at 8:48am asking same question as before I also called April 17, 2024, at 1;50pm I spoke with ***** he said Tim was outside moving cars around. I went up to the shop four times. on April 3 2024 at 8;45am April 10 2024 at 9;31am and April 22, 2024 at 9;19 and April 24, 2024 at 9;13am. They moved my car for the first time to a different spot outside. I asked for a diagnostic test never got any paper work for a test. didnt fill out a customer information sheet until after I picked my car up on 04-24-2024, I want a refund, tim did not fix my car he said he spend 3 hours trying to figure it out and he had my car 03-22-2024, to 04-24-2024 I dont think i should have to pay and my time wasted. how many wasted hours my car was sitting in the parking lot, i dont think tim did anything to my car. one stop auto have camera on the building out. To show if tim did any work check them.

  Business Response

  Date: 05/06/2024

  Good morning,

  I apologize the customer was unhappy with our service. Unfortunately, when a vehicle is towed in, we have no idea what the diagnosis and length of time for testing is going to be until we get into the specifics of the issue. 
  Some diagnostic testing may take longer than others based on what testing has to be performed.
  The ****** *** was towed in for a no crank/no start condition. We began the process by scanning the vehicle with our diagnostic equipment. Upon initial inspection, we found the vehicle to have no communication to the
  Powertrain Control Module which is the vehicle's computer or brain one might say.
  Once we discover no communication, we know we're dealing with some sort of electrical issue. It can be many things such as broken electrical wiring in the wiring harness and/or one or multiple malfunctioning modules.
  This is where we usually come back to the customer with questions such as the owner of this vehicle was asked. We're looking for information about whether the vehicle may have an aftermarket Buy Here Pay Here security system wired into the electrical system that will shut down the vehicle, has any previous work been done to the vehicle that we may need to know about before we start running more tests, and any other questions pertaining to the issue we're seeing. The customer was asked if the vehicle was used to jump start another vehicle because we have seen this cause electrical surges that blow main fuses and ruin electrical modules. The customer answered our questions and also informed us the vehicle had been broken down and sitting with this issue the entire winter. From here, our next step is to begin going through the entire electrical wiring harness with diagrams to test for correct power and ground supplies. This process is tedious and can be time consuming. We also have to test the CAN BUS communication lines and the modules. One small issue in the electrical system can wreak havoc on the entire system. I myself am the diagnostic tech and I was involved in inspecting this vehicle with Tim. Unfortunately, there is quite a bit of work that goes into this testing process. In the end, we found the vehicle's *** to be faulty; however, before we condemn a module, we have to be completely sure that is the issue. To repair it, we have to find the correct replacement module or have the customer's rebuilt and then it has to be programmed to the vehicle. When we informed the owner of the ****** *** of our diagnosis, they chose to remove the vehicle from the shop and said they were going to tow it to the dealer. Between Tim and I, we had invested many hours inspecting this particular vehicle. The diagnostic rate of $65 plus tax was heavily discounted for the customer and more than fair for the diagnostic testing that was performed. This type of testing would normally be much more costly. The customer is welcome to give me a call if they would like more of an in depth explanation of exactly what went into the diagnostic inspection process.

  Thank you,

  *******
  Co-owner

   

   

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased a 2012 **** ***** ******** from auto auction the vehicle broke down on my way home so I had get the vehicle towed to my home, took my vehicle to one stop auto on or around August 2, I did pay them $3000 for the cost of the engine within 24 hours, I’ve called to inquire about my vehicle 3 to 4 different dates, they always say the vehicle will be ready next week, as of today, my vehicle has not been repaired

  Business Response

  Date: 10/18/2023

  Good afternoon,

  We have reached out to *** ******* to update him on the progress of his 2012 **** ***** ******** engine replacement.
  It has taken a little longer than anticipated due to vehicles ahead of his and unforeseen circumstances; however, we will have *** ******* back up and running 
  asap.

  Please feel free to contact me with any further questions or concerns.
  Thank you.

  Customer Answer

  Date: 10/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******