ComplaintsforEngle Automotive

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 03/17/2023 I reached out to this automotive shop to do a full inspection of my vehicle. I had recently purchased this vehicle and wanted to ensure everything was in good condition to be safe. After the inspection, this shop gave me a laundry list of services required for the vehicle (oil change, power steering fluid flush, hand brake adjustment, rear differential service & a crushed rear brake line). I allowed the shop to perform various service items because I trusted them. I did refuse the rear brake line service which I am so glad I did. They quoted me nearly $800 to fix the rear brake line, stating the part was no longer made by ******. This is not true and I've now had it repaired for less than $100. Aside from all of this, when I picked up the car that was running perfectly when I dropped it off, the check engine light was on and the car wouldn't stay started. They took the vehicle back to see what the issue was. After a few hours, they stated this was purely coincidental and they had nothing to do with the issue. They also told me they would need 3 more hours just to diagnose the issue which would cost me $220 an hour!! They tried charging me go fix something they caused. The car was running great when I brought it there. I also spoke with the dealership where I got the car that confirmed they had already performed the oil change and everything else this auto shop did and charged me for. I was completely taken advantage of and charged a ridiculous amount of money for unnecessary services. On top of that, now I have a car that I have to have fixed because they did not repair what they did. I am shocked and amazed this business is operating this way. I am considering taking legal action and feel I should be refunded for services performed.

  

  Business response

  04/10/2023

  It is always our goal to meet or exceed the standards of all of our customers, so I am very sorry we couldn't meet yours.

  When you brought the vehicle to Engle Automotive, one of the first things we mentioned was that your vehicle had either been in a flood, or was submerged underwater for a seemingly significant amount of time visibly indicated by the very fine sand under the floor trim, carpeting and various under dash locations. We also noted severe discoloration of the exterior engine components, and other various under hood components. This fact alone can cause intermittent electrical issues which appears to have caused the Check Engine Light to illuminate again on your vehicle.
  

  We also spoke with you specifically about the plethora of haphazardly installed aftermarket wiring, most of which was done in an improper matter and will likely lead to additional electrical problems as time goes by.
  When you called and scheduled to bring your vehicle to Engle Automotive for an inspection/checkup, we performed the inspection/checkup in a professional manor just as we detailed to you in person and by phone. Our technician listed the issues we found with the vehicle and (including digital pictures) and wrote up estimates for everything we found that had a safely or reliability concern.
  

  All of the necessary and recommended services we preformed on your vehicle were presented to you by phone and you authorized everything that was performed. Incidentally, we showed you the pictures of the fluids of which we recommended to you helping to establish that they were in fact in need of a fluid exchange. You, as any customer, had the option on whether or not to perform these services and/or to ask any additional questions to gain needed understanding for any service we provided.
  

  The ONE thing that we can agree with was the availability and cost of the rear axle brake line.  When we spoke about this, we had estimated approximately $200 in labor to have a custom brake line made because we were unable to source one from our aftermarket vendors and we were told by the ****** dealership that the part was discontinued. It was unfortunate to say the least that the "parts professional" at the local ****** dealership was incorrect regarding the availability of the brake line, but there again, they are human and make mistakes too. The information we relayed back to you was NOT an attempt in dishonestly in ANY manor, we relayed to you what we were told, simple as that.
  

  We were never given an opportunity to actually check the price of the custom line due or to continue looking for another source for the brake line because you declined the job stating that you wanted to take it back to the dealer in which you bought it from because they claimed they had preformed many services that were not done to the vehicle, including but not limited, to checking for safety concerns (and a crushed brake line would certainly fall under a safety concern). After reading this review, we contacted a different ****** dealer in Northern CO and regrettably so, got a different answer. This dealership was able to furnish a part number and price for us unlike the first one. After using the part number, we did find the correct brake line, and the price of $17 is accurate. With this being said, we can’t express enough how frustrating and disappointing this is, but none of our communications to you were fabricated. 
  

  After all the approved services were completed, our technician performed a 6+ mile road test, reinspected all of his work and had the Shop Foreman finalize the repair with a complete Quality Control Inspection.
  It is absolutely worth while noting that the Check Engine Light was not illuminated and the vehicle engine performance was normal when it was parked. When you arrived for the vehicle, an issue did in fact come to light that was not present beforehand. No professional could answer the question of why did the problem arise in the parking lot when you were trying to leave, but NEITHER of our technicians would have considered the vehicle “ready for pickup” with such a significant and obvious problem present. Immediately after you found the CEL & rough running condition present in our parking lot, we pulled it in and began to diagnose the cause of failure.

  We always look back at the work performed as a plausible cause for any such situation. After spending over 2 hours diagnostic time (non of which you were billed for), our ASE Master Technician found the Mass Air Flow sensor had a current failure code. Scan data indicated the MAF sensor was not producing a signal. The technician removed inspected and reinstalled the MAF sensor and wiring connector to the MAF. Additional testing indicated there was NO power or ground at the sensor. Repair data for the circuit identified the fuse powering the MAF and Heated Oxygen Sensor has failed. The fuse was replaced as required and the technician found power to the MAF was corrected however the signal from the MAF sensor was still NOT present  which positively indicated there is some sort of wiring/circuit failure that would need to be diagnosed at your expense. As a result of final testing and inspections performed by the Master Technician, it was determined that none of the “mechanical maintenance services” we provided could NOT have caused the electrical issues presented.

  After the determination was made, we contacted you and said that we would need additional paid time to diagnose the cause of the failure(s) and that we had 100% determined that we did not cause any issue. Engle Automotive would NEVER bill for unnecessary services and we ALWAYS stand behind our work, which is why we spent in excess of two hours to verify that we had not somehow caused the problem. It is worth noting, however, that we cannot operate and/or diagnose problems for free. We bill for all of our services performed, including diagnostic testing. We also did not, and would not quote anyone a "loose" $1000.00 fee to "only" diagnose the problem. We bill for testing/diagnostic time and repairs. A “repair quote” can only be performed after the problem(s) have been identified.
  

  We're truly sorry that you feel like you have been mistreated and misinformed. It was never our intention to misinform you on the price of the brake line or any other services rendered to you or any of our other customers.

  Customer response

  04/12/2023

  Complaint: ********
  
  I am rejecting this response because I do believe the shop was dishonest. I have proof that the majority of the work performed by Engle automotive was already done by the dealership right before I brought it to them. I believe I was charged for unnecessay service and was lied to. 
  
  Regards,
  
  ***** *****

  

  Business response

  04/12/2023

  *****,

  I am sorry to hear your response, but the work we performed was all authorized by you BEFORE any services were preformed. If the vehicle had been serviced prior to our work, why would you then ask to have the services completed by Engle Automotive. When we do not have prior service records, the only thing we can go by is the visual appearance of the fluids & mechanical components. What we saw, and shared with you, indicated services were needed. To your defense however, if we use the rear differential fluid as an example, draining out severely overdue fluid and then refilling it, the remaining severely contaminated fluid would make the replacement fluid appear to be darker than it would otherwise if it been serviced within the factory recommended schedule. Therefore, it is at least possible, that was the case on your vehicle. It is ALSO possible that the claimed services provided were NOT completed by the dealer as you claim they were. 

  For your reference, I just resent you the inspection including pictures.  I am also attaching the link here for you; *********************************************************************************

  You will see that the rear differential fluid was nearly black instead of honey colored as it would have been with new fluid. 

  I don't mind answering questions for anyone, even when the conversations are difficult, however your claims of Engle Automotive being a dishonest shop is not only UNTRUE, but with this BBB submission and your Google Review, to say the least, is slanderous. I do not take business slander or defamation of character lightly. Should you continue to do so, I will seek legal action.

  I hope you can find a shop you trust.

  Best Regards,

  Mark E****

  Customer response

  04/14/2023

  Complaint: ********
  
  I have received the inspection. The power steering fluid when compared to clean and dirty, looks clean. Something I should have caught before allowing you to charge me for the service. Same with the oil. There is no visible rust.

  The fact that your shop is claiming they didn't know about the real brake line price is extremely surprising. How long have you been in business and servicing cars? The car is a 2010, why would such a part be discontinued? It was a quick google search which is how I saw it was $17. This seems to be a bit suspicious, wouldn't you say? After that happening and then my car having the check engine light on and not running properly after your shop had it tells the story itself. I am not intimated by your threats. Please just be honest to all customers, it's your job. 

  Regards,
  
  ***** *****

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