Complaints

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• Initial Complaint

  Date:06/25/2025

  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 Friday 6/20/25I took my 2017 to get AC fixed as it was not working.R&L said they would fix the issue once they told me that it was a valve that was leaking. The valve according to the itemized invoice they gave me was only $7 and then they added labor on to it. They claimed that the most expensive part of it was filling the free on which they put on the invoice $270. They added extra to the work that they claimed was done. It came up to a total of $446. Which I did not agree,when they gave me the itemized statement they agreed that all the extra fees were not correct they said all they could drop it to was $370. I paid with my debit card as I picked up my vehicle.Not once did it cross my mind that they would be lying about all the work they claimed was fixed. The next day around noon I was leaving to go grocery shopping,when I was taking my car out the garage I noticed it would not blow any cold air. All hot air coming out. I called R&L, they were closed until Monday. I left a few voicemails also emailed them. About the issues that persisted with the *** I will attach the email as well. I never received a response once Monday came I had to drive to the shop and speak to the owner **** *******. He told me they would make it right and fix it,that he would call me by the end of business day to let me know as he claimed his machine messed up. He never called until Tuesday morning at around 10:30am so my car was left there. When he called he said it would be over $1600 to fix and that his mechanic said he didnt realize there were other issues. I asked for a refund and unfairly he only wanted to give me $100 out of the $370 I paid I declined and told him that why would I be paying for a service that was never done and a mistake that was theirs. He claimed he has a shop to run and that it was his machines fault and that they thought the problem would be fixed. I told him I felt this was a complete scam and he refused to give me the $370 and offered me $200 at most.

  Business Response

  Date: 07/21/2025

  Tell us why here...On 6/20/2025, Mrs. ***** ****** brought her 2017 Jeep Cherokee in for an A/C Diagnostic. Upon checking the car, the shraeder low pressure side valve showed signs of freon oil residue. The valve was replaced and vacuum test was performed and vacuum test passed. Technician proceeded to charge A/C system. After A/C system was charged, system found to be working properly. Technician inspected vehicle after running A/C system and found no leaks present. The vehicle was then submitted as finished.
  

  Breakdown of invoice:
  A/C Recharge R1234YF System $280
  R1234YF Honeywell Refrigerant (2 units) $130
  Valve Replacement $31
  MT2913 AC Cap & Valve Kit $5
  Total with Tax $476.77
  
  
  When customer came to pick up vehicle she started complaining about the price and saying she didn't have enough money to pay the $476.77, she then paid $370 and promised to return that Friday with the balance of $106.77.
  
  
  The following week customer brought vehicle back in due to A/C not working. After technician inspected the vehicle he noticed freon oil around the firewall where A/C hoses connect to A/C evaporator. We notified the customer that the evaporator was leaking internally and the location is inside of the instrument panel. When we informed the customer that there was another internal leak that was not visible during the first repair and notified her that this repair would cost  approximately $1,800, she panicked and started crying.
  
  
  Taking everything into consideration like her financial situation and the need of having air conditioning for her children we offered to return part of the money paid. After discussing the situation and regular process with a/c systems there was no way of making customer understand that sometimes when one leak is repaired occasionally other leaks arise from the first one being repaired. We are not sure this is the case for this scenario but after doing proper steps we determined to go this route and here we are. We returned $200 back from the $370 that she originally underpaid and we feel this is more that reasonable and fair for her. We normally charge $135 plus shop fees for diagnostic which what she ended up paying in reality. As a shop we are out material and labor and believe if she was to go to a different shop we are positive she would have had to pay much more for the service that we provided.