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:07/08/2024

  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 SUV to Boult in February because my Cam ******* needed replaced. I left my vehilcle there for a week while they waited for parts and i was changed just shy of 4600$ to do so as this was a 16 hour labour job on my motor that was too big for my boyfriend to do himself. A few days after getting it back the same problem started happening which was no power and having a hard time starting so I brought it back to the shop. He told me I now needed more work done which was a new O2 sensor and spark plugs etc. That cost me another 650$. Again a few days later the engine light came on and the truck was having a hard time starting and loosing power so I brought it back to Boult for a 3rd time. This time they said it was my catalytic converter. The cheapest they could find was 500$ each and that I needed 2 and that it was a 3 hour welding job. I told him I had no more money to spend. He said I could drive it around town and that I would only have problems driving long distances once the vehicle gets hot. I have other vehicles so we used it a handful of times and let the insurance run out. A week ago I put insurance back on the truck and used it twice before the engine lost power completely and barely making it home and now will not start at all. So I bought new catalytic converts and my boyfriend replaced them as Boult told us this was the problem. Truck still wont start. Sent them a messaging and they responded by texting ************ with possible problems none of which it was as my boyfriend has worked on hundreds of vehicles and done all of our vehicle maintenance and checked himself. They said they would do anything to help but it's hard when they don't have the suv at the shop to look at themselves so I asked if they would pay for the towing and they said NO because ****** did the catalytic converters. Replacing them did nothing to fix suv and it still would not start. Also this part is bolt on and doesn't need to be welded as they quoted me 3 hours to do so.

  Business Response

  Date: 07/08/2024

  We will back our work 100% but need the vehicle. We are journeymen mechanics and will help them out. Without the vehicle we cant tell if bad parts. We are more than willing to help solve this problem. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 22107806
  
  I am rejecting this response because: I asked for you to pay for the towing to get the vehicle looked at again as I've already brought it there THREE times and u said NO because ****** did work to it since. Which was work that YOU again said I needed which ****** didnt think was the problem but we tried it anyways and it didnt work. Everytime I bring it there you tell me I need to pay for more parts which also means more labour costs as well. ****** is a very good mechanic and he's done work on hundreds of vehicles and done all the work himself. The only reason we brought it to you to fix was because it was a 16 hour labour job and he doesn't have a shop or anyone to help him do such a big job. Something in the motor was ****** up while doing the cam faiser delete kit. Knowing this is a sensitive job and if the timing moves the slightest then your screwed. Something went wrong the first time we brought it there. Not the second job that I paid another 650$ for and not the 3rd job you said I needed done which ****** did himself which cost me another 400$ for the parts I ordered. You said because he did it then you were no longer responsible to get it towed there. I believe you are responsible to pay for the towing as I've already brought it to you 3 times and everytime I bring it there something else "needs fixed" which if that was true it would have been needed in my first initial visit so now I've waisted 1000$ on work which I don't believe needed to be done with to begin with.
  
  Sincerely,
  
  *** **********

  Business Response

  Date: 19/08/2024

  A cam phaser delete will not cause a no start. Based on this customers response we feel the verbal abuse we are receiving from them here and other places gives us no choice but to not deal with them. We would have been more than willing to work with them but will not work with her. Her response is not based on fact etc nor is she a qualified mechanic. She can proceed however she wants but we will not work with her anymore. 

  Customer Answer

  Date: 19/08/2024

  How am I verbally abusing you? My boyfriend is a backyard mechanic and he knows what he's talking about. This job was too big for him to do by himself without a shop. That's why we hired you....and paid you over 5200$ to fix it. And after 3 visits to you it is still not fixed. I haven't been rude or abusive in any way . I'm upset and frustrated that I paid you to fix something that is not fixed and you said you would do anything you could to fix it but you haven't done anything to help.  

  Complaint: 22107806
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** **********

  Business Response

  Date: 20/08/2024

  There are two options here. Either the vehicle is brought to us for diagnoses or she can proceed to the next step. Either way is fine with us. We have all proof, texts, approvals etc. 

  Customer Answer

  Date: 21/08/2024

   
  Complaint: 22107806
  
  I would obviously like option A and to get it figured out. I don't think either of us want option B. I guess i will get it towed there in the next couple days to try to get this figured out.
  Sincerely,
  
  *** **********

  Business Response

  Date: 10/09/2024

  I can assure you that if our work done was faulty that I will reimburse your tow bill. ***, taking peoples hard earned money and not providing top notch work or service is not the intention. We will back our work. I will personally follow through. 
  

  Sue

• Initial Complaint

  Date:01/06/2023

  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.

  In October 2022 I had to replace the engine on my truck. After 7 months and ***** km in late April 2023 it failed so I took it back to the shop that fixed it. It had an 3 year parts and 1 year labour warranty. After a week it was identified it was a warranty issue and the engine would be replaced again. Now as of may 31st it has been completed but Boult Automotive wont release the vehicle until the engine supplier pays them for their time. The engine supplier wont release payment till the failed engine gets back to them. After 5 weeks and no compensation for being without a vehicle they are now sitting on my vehicle and holding it as recourse against the supplier of the engine. I have told them that I have an agreement and warranty with Boult automotive and dont have any contract with the engine supplier. That is their contract and they cant withhold my property due to outstanding issues in their contracts with 3rd parties. All I want is my vehicle back.

  Business Response

  Date: 14/06/2023

  This is a total miscommunication. For warranty, we replace the part and the customer drives away. Parts and labour are covered under warranty. In this case due to our suppliers supplier being involved with ** ( very unusual ), our error was not solely dealing with our supplier. This has been resolved. Unfortunately the "new" motor we put in is flawed and another new one is coming. After installation the new engine had no oil pressure. Another motor is on the way. This has been very frustrating for our customer and for us. Never in 40 years of business have we received an engine that has failed right from the crate. Our customer will have motor replaced and drive away. His truck will not be "held hostage". It is not our customers issue about our warranty payment it is ours. 

  The miscommunication happened from our front end to me. Once I knew the whole story, the matter was resolved. 

  Should you have any further questions please do not hesitate to contact me. 

   

  *********************

  Owner

   

   

  Customer Answer

  Date: 23/11/2023

  The consumer contacted BBB and stated the complaint has been resolved.