Complaints

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• Initial Complaint

  Date:06/11/2025

  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 5/16/25 I took my 2014 Jeep Grand Cherokee Summit to Techway Automotive (TWA) for my a/c to be charged. I also asked them to check a power steering fluid leak. I was told the a/c compressor kit needed to be replaced. I told them that I have an extended warranty. *** said they would call to see if the repairs were covered. On 5/21/25 *** asked me to bring in my Jeep so the warranty inspector could look at it the next morning. I took the Jeep to them and was given a loaner car. The following week, *** told me that the repairs were approved for the a/c & that I would have to pay over $1000 above what was covered by the warranty. I asked about the power steering fluid leak & was told that they still needed to get approval on those repairs. On 6/10/25 I was told that the steering rack needed to be replaced & the repairs were covered, they were still working on a final price, the difference was over $900. I called the Jeep dealership, & they gave me a total of $4358.55 for ************* plus & additional $190 for the core charges, which would be reimbursed upon completion of the job. I called the warranty company & asked how much they would pay for each repair & how much *** was charging. The warranty would cover $1466 for the a/c repairs and $1672.62 for the steering rack. The Jeep dealership price was $1387.44 LESS than ***. I called TWA back to tell them that I was not going to move forward with the repairs due to the cost. They told me that the a/c repairs had already been made. They told me that they would call me back with a total, but they did not. My son called & spoke with ************* (manager) at *** to find out why the cost was so much more than the dealership, considering the dealership uses OEM parts and *** uses aftermarket parts. ******* explanation was that he has a business to run & has to make money & the technician could charge whatever he wanted for labor, & he would not give my son the amount being charged for labor.

  Business Response

  Date: 07/07/2025

  Thank you for the opportunity to respond to this matter. Techway Automotive is an independent auto repair facility that provides vehicle repair and maintenance services to the public. We are not affiliated with or contracted by any third-party warranty providers. As such, our pricing structureincluding labor rates, parts markup, and diagnostic feesis independent of what any aftermarket warranty company may reimburse.
  On May 16, 2025, the customer brought in her 2014 Jeep Grand Cherokee Summit and requested evaluation of the air conditioning system, which was not blowing cold air, as well as concerns regarding a possible power steering fluid leak. She also indicated that she had extended warranty coverage, which we agreed to assist with submitting claims for once diagnostic testing and part verification were completed.
  After inspection, it was determined that the A/C compressor kit needed to be replaced. Once the warranty company was contacted and an inspection was scheduled, the customer was provided with a loaner vehicle while her vehicle remained with us for further evaluation and repair. Upon warranty inspection and approval, the customer was notified of the total cost of repairincluding the portion that would not be covered by her warranty provider. The customer agreed to move forward with the air conditioning repairs with full knowledge of the out-of-pocket expenses required.
  A short time later, additional steering component repairs were diagnosed and a secondary claim was submitted. A partial approval was provided by the warranty company for those items. When the customer was informed of the remaining out-of-pocket cost, she declined to proceed with the steering-related repairs. As no authorization was given for that portion of the work, those repairs were not completed or billed.
  We understand the customer later contacted a dealership that quoted a lower total for the A/C and steering repairs. More than likely they dealership did not include and testing time or diagnostics' in their quote because the customer already know what the vehicle needed based on our testing results.  Additionally there were multiple parts need in addition to the steering rack, not just the rack itself.