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:08/14/2024

  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 was referred to pettys because they fixed my friends truck it was doing the same thing my truck is doing going into reduce engine mode where you have no pedal pressure so I agreed to let them perform the task so he called me first to say I needed a oil changed so I agreed then he called and said the radiator hose was leaking real bad it needed to be fixed before he could do anything else to the truck then he called to say that the valve cover gaskets were leaking really bad and it needed to be replaced so I let him do that so on the first of August he called and told me the truck was done is I paid him $1201 and some change two hours after I picked up the truck It went into engine, reduce power mode so I called Mr. *** and he told me to bring the truck back up there. I took the truck back up there and he was about to close so I had to leave the truck. He tried to get me to sign another diagnostic to where he was trying to charge me, but he didnt fix the problem that I sent the truck in there in the first place. So since I took the big truck back on the first, hes had it since the first and yesterday I went to pick up the truck because Wednesday he had called and told me that he couldnt do nothing else with the truck now because its leaking oil real bad, which I have no understanding because when I took the truck back to the truck was not leaking so he brought the truck in and put it on and started it and raised it up in the air and was it was going in the air. I could just see all pouring out of it which it wasnt doing that before I took the truck in there to him now the truck is leaking oil real bad so hes telling me I have to go somewhere else and have my truck done before he could do anything to it. I feel that Mr. *** did everything but what I took the truck in there for and charged me and didnt fix my truck for what I put it in there for. Oh, I just got off the highway from traveling to ********* **** if I had a oil leak I wouldnt have made it back.

  Customer Answer

  Date: 08/14/2024

  To my understanding he just did an oil change on the truck why didnt he notice that oil leak I paid for the truck and left it wasnt leaking oil when I brought it back so how all of a sudden its pouring out oil I just want my truck fixed with no problem I just came from a funeral in ********* **** Im sure if it had a oil leak that bad I wouldve locked up the motor by now.But I not trying to have a problem I just want my truck fixed like I paid to have it fixed .

  

  Business Response

  Date: 08/25/2024

  To: *************************
  Response to:
  BBB Complaint ******** ***************************
  Mr. ****** brought his 2007 GMC Yukon Denali to us on 7/25/2024 with a complaint of reduced power message and lack of acceleration.We scanned the vehicles computers for codes and a baseline to start diagnosing Mr. ******* issue. We found 45 codes in various computers, (See Attached Code Sheet 1) of note are codes P0011, P1258 & P2127, which any 1 or all can cause the vehicle to go into reduced power mode as this is a fail safe mode to get the vehicle off the road so it can safely be towed. Starting with code P0011 Camshaft Position system performance, this can be caused by oil that has not been changed regularly or low oil level or bad timing components. We found there was no oil on the dipstick and no oil cap on the oil fill tube thereby creating a recommendation of an oil & filter change and a new oil cap, since we have no previous history of vehicle maintenance and the oil level needed to be full,we were informed by the customer that the oil cap was in the pocket of the drivers door. The 2nd code of importance was P1258 Engine coolant over temperature protection mode active, which will also cause the vehicle to go into reduced power mode. We found the coolant was low and the cause of it being low was from a bad heater hose assembly which needs replaced so the coolant doesnt leak out causing the vehicle to overheat. Both of these issues need addressed before any further diagnosis could be performed and before we can address Code P2127 as the vehicle will need the engine ran and a test drive performed. We received the authorization to do the oil & filter change and replace the hose assembly so we can move forward with diagnostics. After doing the coolant hose and oil change we ran the engine to start diagnosing the vehicle and found the valve cover gaskets were leaking profusely. We received authorization to replace the valve cover gaskets. We performed the repairs and test drove the vehicle and none of the 3 codes came back and the vehicle did not go into reduce power mode and those 3 codes did not return.   All of the above repairs to this point are what incurred the ******* dollar invoice. Mr. ****** paid for and picked up his vehicle.  Mr. ****** called later stating the vehicle went into reduced power mode again at which time I told him to bring it back in and we will re scan it to see what is going on. Upon arrival to the shop on 8/1/2024 I scanned the vehicle and found that code P2127 Accelerator pedal position sensor 2 circuit low voltage returned but the other 2 codes that we made repairs to cure did not come back. This is the 3rd code we originally stated that will cause the vehicle to go into reduce power mode and this code didnt reset on our original test drive. Upon checking freeze frame data (See Attached P2127 Failure record data), that was created when the code set, the vehicle had been driven ***** miles before the code set. I did an initial diagnosis of the *** sensor and found that even clearing the code the *** was not responding and the code reset immediately, (See Attached Code Sheet 2), and we will need further diagnosis to find out the cause of the *** not responding. I wrote up the paper work for authorization to further diagnosis of the vehicle. At that time Mr. ****** became upset that he had to pay more money for something we were to have already repaired. I explained to Mr. ****** that if the code would have returned on our test drive I would have called him to get more time authorized to diagnose the *** sensor issue. I told Mr. ****** I would forgo the diagnostic charge to see what was causing the issue. We brought the vehicle in the next morning to diagnose the *** issue and found the code could not be reproduced again and the vehicle was out of reduce power mode at that time. We took the vehicle on a test drive and while driving the vehicle there was a lot of blue smoke came out from the rear of the vehicle and the oil light came on. We immediately shut the engine off and coasted off to the side of the road. We checked the oil level and found it was not on the dip stick, after sitting for a few minutes we tried to start the vehicle to see if the oil light would go off so we could drive the vehicle 1 more exit to the shop. Upon trying to start the vehicle all we got was a whirring sound and the vehicle would not turn over or start. We had the vehicle towed back to the shop and added 3 quarts of oil to bring the level to full and checked to see why the engine would not turn over and what was causing the whirring sound. Upon lifting the vehicle on the hoist we found that one of the starter bolts were missing allowing the starter to not engage in the flywheel. The starter looks like it has been installed recently since it was very clean and new looking. We ordered a starter bolt and installed it and then were able to start the vehicle. At this point the vehicle still has not gone into reduce power mode but we did notice oil running out of the engine. We raised the vehicle again and found the oil coming out of the rear main seal area of the engine. I called Mr. ****** and asked him to come to the shop so I could show him the oil leak. Mr. ****** informed me he was hospitalized and would come to the shop as soon as he could. Upon arrival of Mr. ****** we raised the vehicle with it running and showed him the oil running out of the rear main seal area and advised him that the oil leak would have to be repaired before we can do any further diagnosis, since the vehicle needed to be driven, until the *** acts up again. I advised Mr. ****** we do not do that kind of work and he would need to get it repaired before we could further to address the *** issue. I advised ********* to have the vehicle towed to the repair shop that was going to do the repair on the rear main seal, since it was leaking so badly when the engine is running,but Mr. ****** decided to drive the vehicle home instead.  
  The next correspondence about the vehicle was from the BBB with a complaint about the repairs on Mr. ******* vehicle. As this is a lengthy explanation of this complaint its taken awhile to compile this letter and reply.
   To clarify some points of fact I would like to point out a few things.
  1 : Just because the symptom, ************ and no accelerator response may be the same as his friends, the cause of the symptom can be caused by many different items/issues. 
  2: The vehicle was low on oil and the engine computer had a code that can be caused by low oil, the valve covers were leaking badly and the oil cap was in the door pocket. After changing oil, filter, valve cover gaskets and installing the oil cap back on the engine there was no oil leaking noted.After the repairs and test drive the code did not return.
  3: The Heater hose assembly was leaking and there was a code for overheating and protection active. After repair the code did not return.
  4: The vehicle left after the first visit repairs without oil leaking and started leaking oil on our test drive on the 2nd time we seen the vehicle and the leak that developed was from the rear main seal which is in an area that can only be accessed by removing the engine or transmission.  
  5: We had the vehicle towed back to the shop, added 3 quarts of oil to bring it back up to full and installed the missing starter bolt, all at no charge to Mr. ******* I originally agreed to do the diagnostics to find the cause of the *** setting a code on the 2nd visit at no charge, and then the oil leak started and stopped us from doing any further diagnosis until the oil leak is repaired.
  6: Its unfortunate that Mr. ******* vehicle is in such a state of disrepair as noted by the code sheets and the issues that have been needed to be repaired just to make the vehicle drivable to be able to diagnose it.  
    Respectfully:
  *******************
  Pettys Auto Service
  ************                

  Customer Answer

  Date: 09/03/2024

  The day he called me when I was in the hospital he did not say he did a test run and the truck stopped and he didnt tell me he had to get it towed back to his shop and didnt even mention that it was missing a starter **** . But when I took it back on the 1st it didnt leak no oil and it sat at his bay door and we had it running for at least 45 minutes with no problems but the reduce engine power mode. But when I drove it back to the shop it went into the mode . I dont have money just sitting around I feel I paid for a job to be done and he did everything but the job I just want my truck fixed as I intended to by his shop can we agree on that without him keep charging me Im on a fixed income that I get once a month.

  

  Business Response

  Date: 09/05/2024

  As stated in my previous response letter, lines number 17 & 18,  I explained to Mr.

  ******* ****** that if the *** (Accelerator Pedal Position) code would have returned on
  our test drive I would have called him to get more time authorized to diagnose the ***
  sensor issue. Upon telling ****************** ****** about the additional charge he got upset
  and thought 1 (ONE) charge should repair all his issues. I told ****************** ****** I
  would forgo the additional diagnostic charge to see what was causing the *** code to
  set. After the issues with the starter bolt and the rear main seal leaking I told Mr.
  ******* ****** he would need to get the oil leak repaired before we could do any more
  diagnostics on the *** sensor issue and that he would need to find someone to repair it
  since we do not do rear main seal repairs. Since the vehicle left with the oil leak we did
  not hear back from ****************** ****** other than the BBB complaint he filed. I
  understand ****************** ****** wants the vehicle repaired and we would like to help to
  that end, although, if we find the vehicle needs additional parts and labor to install
  them there will be a charge for this.