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:27/06/2024

  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.

  On July 07, 2023, I took my Audi A4 B6 1.8t automatic Quattro to Trail Tire Lumby for several critical repairs, including a head gasket repair, oil change, head replacement, coolant flush, and coolant thermostat replacement, among other services. The total cost for these services was $3,896.85. According to the repair order, the only used part was the head itself.On June 18, 2024, after performing my regular bi-weekly check of the cars fluids, I took my car out for a drive. Approximately 968 meters from my home, my car overheated. I pulled over safely, shut off the engine, and observed coolant pouring out from the coolant thermostat and coolant reservoir.After waiting ***** minutes, I opened the coolant reservoir cap and noticed next to no pressure. I refilled the coolant using a garden hose provided by a nearby property owner, ensuring the car was sufficiently cooled before continuing to drive home in mostly neutral to minimize engine strain.The following day, on June 19, 2024, I checked all fluids again and drove the car to Trail Tire Lumby, 6 km from my house. Despite an initial misfire, the car reached the mechanic without further incident.Upon arrival, I reported the issue to their Audi technician, who confirmed that the coolant thermostat was leaking. The technician assured me that the repair was under warranty and scheduled a follow-up appointment for Friday.Subsequent Issues And Misrepresentation On June 20, 2024, the car misfired severely when I attempted to start it, so I left it at the shop. During the follow-up inspection, the mechanic used a head gasket tester and confirmed that the head gasket was blown, likely causing scorched cylinder walls and burnt seals due to repeated overheating.When I inquired about the warranty, I was incorrectly informed that the thermostat was a used part and not covered, despite my repair order stating that only the head was used. The invoice also indicated that the thermostat was purchased new from Audi.

  Business Response

  Date: 28/06/2024

  Hello, Thank you for sharing the compliant from *************************.

  Since the original install in July 2023, we have serviced this vehicle several times for maintenance and repair due to the age and mileage on the vehicle. Our last record of service in March 2024 indicated to have ***** km since the service in July 2023. As well, it's necessary to point out that our invoice doesn't show the thermostat to be a new part purchased from Audi, nor does it identify any warranty associated to the part in question. Item GAT *****, Engine Coolant Thermostat. 

  ************************* was communicated through the process that due to the age of his vehicle and the depth of repair and parts needed, that we would need to purchase some used parts from various auto wreckers as new parts are no longer available from the manufacture.

  It's important to point out used parts rarely carry a warranty, when they do, the warranty is usually 3 months and or 2000 KM. Unfortunately if the part in question carried a warranty, we have surpassed the warranty time frame and mileage.

  Finally, a component to point is we have internally financed this repair for ************************* and we still have an outstanding balance of $1750.00 owed to our company. 

  Please consider my response to be as accurate and truthful to the facts regarding this situation.

   

  Thank you.

  Customer Answer

  Date: 28/06/2024

  
  Complaint: 21908369
  
  Thank you for your response dated June 27, 2024. I appreciate the effort to address my concerns, but I must clarify and dispute several points raised in your letter.
  
  Clarifications and Disputes
  
  1. Thermostat Part Details:
  Contrary to your statement, my repair order does not indicate that the thermostat was a used part. The invoice itemizes GAT *****, Engine Coolant Thermostat, which I was assured was a new part purchased from Audi as it could only be bought from Audi directly. I request a copy of the original purchase invoice for the thermostat to verify its origin and warranty status.
  2. Communication and Agreement:
  At no point during the repair process told about warranty details or was I informed that used parts would be utilized without warranty or unless I had brought the used part or new part myself as you could not identify its quality. The repair order specifically mentioned that only the head was used, and I agreed to this understanding. If there was a discrepancy, it was not communicated to me properly, nor documented in the repair order I received.
  3. Vehicle Maintenance and Warranty:
  I acknowledge the age and mileage of my vehicle. However, the overheating incident on June 18, 2024, was directly linked to the failure of the coolant thermostata part I was led to believe was new and under warranty. Given the severity of the overheating and subsequent engine damage, it is evident that the part failed prematurely.
  4. Outstanding Balance:
  Regarding the outstanding balance of $1750.00, I propose that we address the current repair issues before resolving any financial matters especially after charging interest without my prior knowledge or consent. My priority is to ensure my vehicle is repaired adequately and that the initial agreements and assurances are honoured.
  
  Demand for Specific Relief
  
  I hereby reiterate my demand for the following actions:
  
  1. A full repair of my Audi A4 B6 1.8t engine to restore it to its condition before the overheating incidents, including the replacement of all damaged parts.
  2. Assurance that all repairs will be completed with genuine parts, as initially agreed upon.
  3. Completion of the repairs within 2 months from the date of June 28th 2024
  
  Deadline and Intent to Start a Lawsuit
  
  This matter must be settled no later than August 18th, 2024. This provides a reasonable timeframe for Trail Tire Lumby to comply with the demands outlined above. If no action is taken by the specified deadline, I intend to pursue legal action through Small Claims Court without further notice to seek compensation for damages, including repair costs, any additional financial losses incurred, and legal fees.
  Sincerely,
  
  *********************
  

  Business Response

  Date: 02/07/2024

  I have spoken directly to ***** regarding his Audi and expectation for resolution. 

  We are actively working with the supplier of the part in question and have committed to keeping Chase up to date on the process with prompt and swift communication through the process.

  We intend to come to an amicable solution for both parties on this matter.