ComplaintsforHappy Wallet Quality Auto Repair

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 12/05 we took our 2011 **** Edge to Happy Wallet Auto Repair. The electronics, including radio, navigation, and push button start, among other things didn't work. Their initial estimate was $2,600 for replacement of the module and programming and we made a $1,000 down payment. After they replaced the module, they said we needed new key fobs ( add $588) because the old ones wouldnt work. After 2 weeks of being without a car, they provided a rental and said they had to install a different module because the first one didnt work. They could not program it, so they took it to a **** dealer. Finally, after 2 months, we got the car back on 2/9/24 and they said everything was fine. We paid the bill of $2246 but after getting home, we discovered that the navigation system still didnt work so we called. ****** said we needed a new SD card that would cost another $200.She offered to bring it to our house and install it but never showed up and never called. We called and again; she would come in 1 1/2 weeks and would call first. We checked on Friday and she had the part and said she would be over on Sunday morning. Again, she never called and never came. The next Monday, we drove to the shop where she tried the card, and it didnt work. ****** said they would make an appointment at **** and let us know when to bring the car in. We waited a week and there was no call. We called again and ******* said he would make an appointment at **** call with the date. He also said we could have a loaner car. As before, we have still received no response. This has gone on for 3 months. We have paid $3,345.94 and the car is still not fixed! We must have it done before we travel to back to *******. We are older and the lack of responsiveness by Happy Wallet employees has literally made us sick. We hope to get this resolved once and for all with the help of BBB to avoid legal action.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Drove my 2011 VW Golf to Happy Wallet in the morning of 05/24/23 after hearing a ticking noise. After courtesy inspection, at 11AM received quote for initial requested work plus typical extra proposed work. We declined anything extra besides the diagnostic test to figure out what the noise was. At 4PM we called for an update. Office staff said nothing was done yet including the diagnostic. We said we woulkd pay for this testign and said we would be coming to pick up our car. By the 445PM arrival, the actual mechanic was visually upset that he was now being demanded to do his job at the end of the day. Before trying to leave I noticed that the shifter was not engaging due to brake fluid loss through the suspect part. I had to get the car towed to another mechanic at my cost of hundreds of dollars.

  Business response

  06/04/2023

  Mrs. ***********; complaint is that the failed part we diagnosed and offered solution to repair caused her brakes not to work? That is literately part of the job of the Vacuum Pump, it came in failing due to someone else's negligence prior to bringing the vehicle to us, you can see it in our inspection with all the pictures and notes we presented that the Vacuum Pump was the issue. The customer declined doing the work with us and decided to take it elsewhere is her responsibility, if the shifter and brakes were having an issue due to a well informed failed part for which they authorized us to diagnose, we are not liable for such issue, the vehicle already came into our shop with a leaking Vacuum Pump due to a bad gasket previously installed somewhere else. 

  We also looked into the Authorization and Declined Time Stamps as attached, ************* was updated on the diagnostics and estimate via text message at 3:36 pm and she verbally declined the work when she spoke to ****** at 3:56 pm, which means she did not call for an update but rather to speak about the results and estimate, which also means that the diagnostics was done prior to her call and prior to her walking in at 4:45pm. 

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My vehicle was not retaining coolant, no visible leaks on ground, Happy Wallet explained they would perform a coolant leak pressure test to locate the leak. I thought that sounded reasonable and I agreed ($142.80). After completing the test they told me that for Happy Wallet to fix the coolant leak would require at least replacing the water pump, bypass hose and timing belt for a cost approx $3k. I asked if they were sure if all items were part of the problem and if the thermostat had been checked even though it wasnt listed. The answer to both was yes. I declined the repair that day because they told me they would try to rework the estimate. I have contacted them several times, with each time being told Id hear from them, which to date I have not. I have since taken it to a different auto repair, highly recommended by a trustworthy person. This auto repair determined the thermostat was defective, replacing it for approx $500 and that the water pump and timing belt were operative. Im requesting a refund back to my credit card for $142.80 for service not as described.

  Business response

  03/22/2023

  This response was taken verbally by BBB:

   

  When we had the vehicle we did notice the thermostat had an issue and this was within the estimate, in addition to the water pump timing. The vehicle was 5 years by age overdue for problems to begin to arise as would in any vehicle.  We are  not in the business to do a patch jobs but to help the longevity of vehicle's. The customer went through merchant services and received her refund. We believe this has all been addressed. 

  Customer response

  04/05/2023

   
  Complaint: 18730446
  
  I am rejecting this response because:

  On 1/11/23 I sent the following email to Happy Wallet Quality Auto indicating not only my intention for the needed immediate repair but also for their additional recommended repairs with the vehicle, however, did not receive a response. 

   

  ******,

  I know you are super busy so I truly appreciate to please send the list of the items that need to be completed in order of priority and the lowest amount for the water pump and timing belt. It will help me know where to start budgeting to save to have them done by priority.  

  Also, please resend the original email (Your vehicle estimate is ready) sent to me 1/10/23 at 1:29p that included a detailed estimate of work to be performed on my vehicle. 

  
  
  Sincerely,
  
  *******************************

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