ComplaintsforAutoRx Repair Centres
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Complaint Details
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Initial Complaint
13/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 17, 2022 I brought my vehicle to this facility with the complaint of check engine light is on. ***** ****, the owner/head mechanic informed me that after the OBD scan it is determined that problem was caused by air injection pump failure. After consulting with me about the price of parts and labor ($1273.50 in total), I told him to go ahead and order the spare part and do the repair. I returned the following day for the air pump replacement. While waiting, ***** **** called me to show that "the old air filter is fully filled with water", and showed me the "spare part" and poured water out of it. He also said, "I don't even know how long will the new air pump last", which then I answered, "...but you did replaced with new spare part, right?" and he said "yes" but also kept going on and on about how much the amount of water that "splashed to himself" while removing the air pump. Long story short, the vehicle was "ready". Yet as soon as I got into the driver seat, I noticed that the check engine light was still on. So I came back inside to inquire about this. Instead of meeting *****, I was met by another mechanic with a scanner in his hands who then sat on the driver seat and attempted to clear the code/turn off the check engine light as "a new air pump has been installed" so "logically, it should have solved the problem". After several failed attempt I finally talked directly to *****, who kept saying, "...it could be caused by leftover water on the system, which I can't do anything about it, because if I try to do so***** said one more time, "the (result scan) code is on the receipt" (assuming that I want to bring the car to a different mechanic. This whole alleged "repair" has costed me $1,273.50. I'm glad the other repair ($3,900.00 power steering leak) was not performed.Business response
13/06/2022
****** came in with the engine light on ( secondary air injection pump bank 1 insufficient flow)
Upon removing the air injection pump for replacement, it was filled with water. I showed the old pump to ****** and advised her that the new pump might no last long if there is still water in the system . This pump is meant for air only and not water. ****** is not feeling well that day and it will take more time to diagnose the whole entire system. There might be some blockage /leak in the system. I explained the whole system to ****** that the water caused the injection pump failure.
Business response
15/06/2022
The vehicle came in with the check engine light . We always scan and type in the codes for our customer and that is our common practice. After scanning, the air injection was the caused. We told ****** that the air injection pump is the cause and we order the part. The air injection pump was filled with fluid when removing it and the pump was seized. We notify and show ****** at the same time, that there might be more fluid remains in the system. We let it drain until no fluids is dripping and we install the new air injection pump. The cause of the fluid in the air injection remains unsolved and we have to diagnose it further.
Customer response
16/06/2022
Complaint: ********
I am rejecting this response because:when the bill/invoice was presented, I was given the impression that problem was already corrected. Before paying for the repair, I was never informed that further evaluation/repair still needs to be done as the check engine light is still on and for whatever reason they are unable to switch it off. In fact, ***** actually let me find out about the light myself, when I was getting ready to drive off. They were "as surprised as I was" when I walked back inside to tell them that the light is still on. Or perhaps they were actually surprised that I DID come back inside to question why there was no change although a repair has just been completed. Therefore, I am still sticking with my opinion that their service was irresponsible and deceptive.
Sincerely,
****** *
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.