ComplaintsforRick Case Auto, Inc.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2015 *** ****** to Rick Case Kia on 2/6/24 for a knocking/ticking sound when engine is cold. I suggested to the sales advisor, ***************** that they should check the ENGINE MOUNTS as that could be the cause as the sound went away when the engine heated up. My car was at *** for 3 weeks before diagnosing and I was sent an estimate on 2/19/24. I was told the oil gasket needed to be replaced since there was an oil leak and would need to have an induction service, serpentine belt replacement and other repairs. No mention of the knocking sound. I asked if they had in fact checked the ENGINE MOUNTS as I requested. The service advisor confirmed there was no issue with the mounts. I informed him that the recommended repairs were the same services I had done in November 2023 at ************* Hyundai (same owner). I was advised that the sound was caused by the oil leaking into the other systems and would go away once they were the repair was done so I approved the $837, trusting their guidance. When picking up my vehicle on 2/20/24, I asked ***************** again about the ENGINE MOUNTS and was told there wasnt any issues concerning the mounts. I asked if the engine noise went away and advisor told me that he test drove the car and didnt hear anything. On the morning of 2/21/24, I turned on the car and heard same exact knocking sound in the engine Rick Case Kia claimed was fixed. I took videos of the sound and played it for the service advisor when I brought the car back to the dealership for the second time. I kept getting the run around about how they couldnt replicate the sound. I left several voicemails with the service manager, but have never received a call back. I had no choice but to take my vehicle to a different mechanic who within 10 minutes was able to see that my ENGINE MOUNTS needed to be replaced. I paid $837 for nothing. And had to pay another mechanic $594 for the repair. I even have video from the second mechanic which shows the engine moving.

  

  Business response

  04/12/2024

  Dear Better Business Bureau,
  I am *********************, the Service Manager at Rick Case Kia in Duluth. This letter serves as our formal response to the complaint filed by Ms. ******* *** concerning her 2015 Kia ******* which was brought to our attention through your platform.
  Upon thorough review and subsequent adjudication of the issues raised by Ms. **** it has become evident that the services rendered by Rick Case Kia did not achieve the remedial outcome anticipated. Our initial diagnostic and repair strategies failed to identify and rectify the primary defect affecting Ms. **** vehicle, specifically related to the engine mounts which were overlooked during multiple evaluations.
  I have personally engaged in a direct dialogue with Ms. *** to extend our unreserved apologies for the deficiencies in the service provided. It is regrettable that our interventions did not align with the technical requirements of the situation, leading to continued inconvenience and unnecessary financial expenditure on her part.
  In rectifying this oversight, Rick Case Kia is committed to implementing corrective measures within our service protocols to enhance diagnostic accuracy and ensure compliance with industry standards. These amendments are aimed at preventing recurrence of such an oversight and improving our overall customer service framework.
  Moreover, in recognition of the error and as an act of good faith, Rick Case Kia will be issuing a full refund to Ms. *** for the *** service and throttle body service, which were proven ineffectual in addressing the ******************* issues she reported. This refund is a gesture of our commitment to accountability and customer satisfaction.
  We appreciate the role of the Better Business Bureau in facilitating this critical feedback mechanism. Please do not hesitate to contact me directly should you require further details or additional insights into the actions we are taking to resolve this matter.
  Yours sincerely,

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

  Service Manager

  Rick Case Kia Duluth

  Customer response

  04/15/2024

   
  Complaint: 21563886
  
  I am rejecting this response because I am not willing to settle for anything less than a full refund of $837.16. The service manager's offer is less than half of the money that I have already paid to them despite the fact they did not correctly diagnose nor repair my vehicle. I have provided video from the other mechanic to the service manager showing that the engine mounts had failed which should have been diagnosed and repaired by Rick Case Kia. I do thank the service manager for admitting the proper steps were not followed in regards to my vehicle, but I should not be required to pay for the mistakes made by his employees. I did not bring my vehicle to Rick Case Kia for anything other than the engine knocking noise nor did I request any other repairs. My approval for any repairs were based on the trust and expectation that, as a *** ******* Rick Case kia is an expert in *** vehicles and would identify and make the necessary repairs. This was not the case. Although Rick Case Kia failed to meet these expectations on the first visit (after having my car for 3 weeks), I allowed them the opportunity to rectify their mistake by communicating with the service advisor and making another appointment to bring the vehicle back for a second diagnostic. On the second visit, Rick Case Kia had the car in their possession for an additional 4 days (March 7, 2024 - March 11, 2024) and still did not diagnose or repair the knocking sound. I feel there was no real concern by Rick Case Kia's service department to genuinely assist me after having already taken my money. I have done more than my part to work with this establishment to resolve the situation. Considering that I had to take my vehicle to another mechanic and pay more money on top of the money paid to *** for the correct diagnostic and repair, I again request a full refund from Rick Case Kia totaling $837.16.
  
  Sincerely,
  
  Shameea Law

  

  Business response

  04/17/2024

  Dear Ms. ************* you for your patience and for detailing the issues related to the service on your 2015 Kia ****** at Rick Case Kia. I sincerely regret the inconvenience and frustration caused by our oversight in the initial diagnosis and subsequent repairs that did not resolve the reported knocking sound.
  Upon reviewing your case, it is evident that the service provided fell short of the standards we strive to maintain. Notably, the failure to properly diagnose and address the issue with the engine mounts from the outset was a significant oversight. Rest assured, we are taking serious steps to enhance our diagnostic processes to prevent such errors in the future.
  I also want to apologize for any communication gaps you experienced during this process. Ensuring that our customers can reach us easily and receive prompt responses is a priority, and I am personally overseeing improvements in our communication channels.
  Regarding the financial adjustments, we will be issuing a full refund for the *** service and throttle body service, totaling $555.70. This decision reflects our commitment to accountability and ensuring your satisfaction with our service. However, I must clarify why the serpentine belt replacement will not be included in the refund. The replacement was based on the visual condition of the belt, noted as cracking and dry, which necessitated its replacement for your vehicle's safe operation. This procedure, while unrelated to the knocking sound, was essential preventative maintenance, hence the cost for this service stands.
  The refund process will commence immediately if you chose to accept our offer, and you should expect to see the amount credited accordingly. Should you have any further questions or require additional support, please do not hesitate to contact me directly at *********************** or through my office line at ************.
  We value your feedback and are committed to improving our service standards to prevent such issues in the future. Thank you again for bringing this matter to our attention.
  Warm regards,
  *********************
  Service Manager
  Rick Case Kia
  ***********************
  Desk Phone: ************

  Customer response

  04/18/2024

   
  Complaint: 21563886
  
  I am rejecting this response because the the service manager states that the serpentine belt needed to replace due to "crack and damage," when that was not the case. Prior to brining my car to Rick Case Kia, the belt was rechecked at Midas in January 2024 to ensure the belt wasn't the cause of the engine knocking sound that I was hearing. Please note that the serpentine belt was replaced at Midas in November of 2022 (see attached). After the initial belt replacement, the vehicle had only been driven approximately ****** miles before I brought my car to *** for the engine sound. Belt replacements are recommended between 50,000-100,000 miles. *** belt had also been checked at **** Case Hyundai during the induction servicing throttle cleanings in November 2023 and no issues were reported. 

  To further clarify, the service advisor, *****************, never stated that the belt was cracked or that any visible damage was done to the belt. He said that due to the oil gasket leak, oil had leaked onto the belt which would require the belt needing to be replaced. I'm hesitant to even believe there was any damage to the belt because the mechanic completing the repairs also detailed that the fuel induction system was "dirty," even though that service was completed only 3 months prior. *** mechanic also stated that he performed a mount inspection which we also know to be false. You can see why I believe the entire report was a fabrication to entice me to pay more money for unnecessary repairs. An important point to note is that my car wasn't even brought to Rick Case Kia for any oil leaks or accessory belt problems. It was an issue wrongly identified and diagnosed by the mechanics at Rick Case Kia to fix the engine knocking noise. Again, I am not responsible for paying for the mistakes (wrongful vehicle diagnoses) committed by the mechanics at Rick Case Kia. I have done my due diligence to be completely honest and open to providing all necessary documentation to support my full refund request. If you cannot provide a full refund, I'm willing to take this issue much further, because I strongly believe that I was mislead by your establishment to complete repairs that did not pertain to the issue with my vehicle, or repairs that had been completely prior to bringing it to Rick Case Kia. I made the most egregious mistake bringing my vehicle to Rick Case Kia, and instead of resolving the issue after admitting they made a mistake with my car, I have been given the run around for over nearly 3 months. 

  
  Sincerely,
  
  Shameea Law

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought car in to check buttons for the air suspension and camera. Ive parked my car in front of my house for three years and it always sat overnight. Now I bring it to ************* and the tech noticed that it was leakage on the ground of the shop. For 3 years it was parked overnight many times at my house and never saw anything like that. I BELIEVE THAT YOUR COMPANY MESSED UP MY CAR. I have video of the front of my house in the driveway and it shows no sings or a leakage. I want whatever they did fixed . After they had the nerve to change $440 for a simple diagnostic test

  

  Business response

  04/10/2024

  While ************* Hyundai regrets the experience you are having with your 2014 Equus you brought the vehicle in for ************* Hyundai to diagnosis TWO concerns our diagnosis is $220.00 per concern which you authorized the diagnosis of $440.00 prior to ************* Hyundai inspecting - once we inspected we found your vehicle needing a control module for the back up camera and your second concern air suspension light not working , we diagnosis needing to start with replacing the switch. Upon completing the full visual  inspection we perform on every vehicle we found the air suspension was dropping, your vehicle has air shocks, not liquid therefore there would be no liquid leaking that you would see as the part failing on your vehicle is the air shocks. ************* Hyundai is not responsible for the failed parts. If you have any further questions you can reach out to me directly

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

  Service Director

  ************* Hyundai

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

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

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my Hyundai Santa Fe from the Duluth,Ga location back in 10/2023. On the morning of 2/8/24 the sunroof shattered as I was driving and there was a big hole in the sunroof. I scheduled to bring my vehicle into ************* because the sunroof should be under warranty and that is where I purchased the vehicle. ********************* the service manager went out to look at the hole and automatically assumed that something hit it. She did not have it checked out or anything. I do not park near trees or anything that could have fallen on it. There is nothing there but the broken glass. I was told that I need to make a claim with my insurance instead, however she did not even take the time to see if there was anything mechanically wrong with the sunroof that would have caused this issue. I got the glass replaced through my insurance however the sunroof is no longer functioning. I took my vehicle over to the other ************* location and they are trying to charge me $975 to take the sunroof apart to see why it is not working.

  

  Business response

  03/25/2024

  Good afternoon, while ************* Hyundai regrets the concern you are having with your sunroof glass, the sunroof was inspected by our Service Manager, Shop ******* and General Manager, after inspecting found no defect in the sunroof. ************* Hyundai checked with Hyundai Motor America to ensure there were no recalls, or TBS's relative to sunroof glass which it was determined there are none for the sunroof glass assembly. The vehicle was inspected and found the sunroof glass shattered, not warrantable. The General Manager and Service Manager met with you and advised if you disagreed with our diagnosis a couple options

  1. Check with another Hyundai Dealer for a second opinion 

  2. Contact your insurance company as they will not cover any concerns with vehicle that are covered under vehicle factory warranty.

  Please advise if we can be any further assistance with this concern

  Customer response

  03/25/2024

   
  Complaint: 21443527
  
  I am rejecting this response because: ********************* only went out to look at my vehicle and had a picture taken. My vehicle was never inspected by the General manager or anyone else they looked at the broken glass and assumed that something fell on it. My vehicle was never pulled to the back and properly assessed, so this is not true. 
  
  Sincerely,
  
  *************************

  

  Business response

  04/02/2024

  Good morning you vehicle was inspected by not only the Service Director but also the General Manager. The rails and glass were inspected and deemed to be not a warrantable cause of failure to the glass as discussed with customer at the time she was here at dealership with the Service Director and General Manager at the time you disagreed with our findings and the General Manager and Service Director advised you, you could get a second opinion at another authorized Hyundai Dealership or contact your insurance company.  The findings were documented at both our Duluth location and Roswell locations, I have attached both invoices for your review as well. Again we apologize for the concern you experienced with your glass however ************* stands behind their findings concerning the glass which is not a warrantable item.

  Customer response

  04/02/2024

   
  Complaint: 21443527
  
  I am rejecting this response because:

  When I brought my vehicle in my vehicle was not inspected there was no checking of the frame that holds the sunroof because all they did was come out and take a picture of the damage. They did not even pull my vehicle back to be properly accessed. They never said to go to another dealer to get a second opinion they just said that I need to go through my insurance. The General Manager never went out to my vehicle to access the damage either so that is also false. ********************* did give me a card with a number to Hyundai Consumer affairs which I did contact and all they said was that they only go off of what the dealer says. How can they go off of what the dealer says if the service department only took a picture of the glass damage and did not check the frame that holds the glass. If the was no damage to the rails that should mean that nothing fell on the sunroof. So how was vehicle properly inspected? Most of the bad reviews that this business receives includes the name *********************, because the all ************* cares about is selling cars, not assisting customers when something bad happens with the vehicle. I have purchased Hyundai vehicles in the past and have had a rock hit my glass. In that situation I filed an insurance claim because in that situation I knew that was my responsibility. In this case there is no outside factor because when I was driving it just fell I there was no sound of a rock or anything hitting the glass. I have done my research on this issue and I am not the first person that this has happened to with the panoramic glass on the sunroof while driving. It is up to the service manager to take actual care into investigating the issue and in this case ************* failed me as a customer. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was quoted $1478 for a catalytic converter including labor and parts. When I arrived they said the total was $2700. They agreed to take the total down to $1852, which I still can't afford. I have now been without my car for 2 weeks which is part of my income through Uber and lyft.

  

  Business response

  02/21/2024

  I regret to hear there was a discrepancy in what was quoted to you. Our goal at ************* Hyundai is complete customer satisfaction. If you can please email me the quote you were provided at ********************************************* I will review and if any monies are owed to you will reimburse. If I can be any further assistance I can be reached at the following below.

  Regards,

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

  Service Director

  ************* Hyundai

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

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

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2023 Kia ******** in November paid off with cashier's check to the dealership for the full amount I am financing through my credit union. I have yet to receive my tag/plate for the vehicle. This is interfering with my insurance status online as they have not received final paperwork, and also I am applying for my second and last extension with the **** I have called repeatedly, given the run around and even left a message with the general manager without the courtesy of an explanation or due process for the situation, which is extremely distressful.

  

  Business response

  02/08/2024

  plate should be issued this week...

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my deep concerns regarding my experience with the purchase of a 2017 Hyundai ****** from ************* Hyundai of Duluth. I embarked on the search for a reliable small SUV for myself and my 5-year-old son, conducting thorough research and seeking advice from my father, who possesses extensive knowledge about cars.On June 11th, I arrived at the dealership to purchase the car at 12 pm. Unfortunately, I faced an extended stay until after 8 pm due to system issues preventing the printing of a tag, as explained by my financial advisor, ******. Consequently, I was provided with a dealership tag for four days.Upon discovering issues with the car, such as shaking, steering wheel knocking, and a cracked windshield, I informed ***********, *******, on June 12th. Despite efforts to address these concerns, it was revealed on June 13th that a licensing issue was preventing the issuance of a temporary tag. However, subsequent inquiries with the ********** of ************** confirmed that the problem lay with the Hyundai ****** itself.As I awaited resolution, I continued to experience issues with the car, leading to a visit on June 20th. After persistent requests, a loaner car was provided. Despite windshield repair, the service department found no issues during their inspection.Subsequently, communication with *********************, the sales manager, became strained, and I felt increasingly dismissed. Attempts to escalate the matter to higher management proved futile, as my calls to the general manager went unanswered.Exploring a potential car swap, my credit was rerun on August 9th. However, ********************* attributed the decision to my credit, despite no change in its status. Consequently, swapping cars was no longer an option.After a handover to another manager, Bong, my car underwent further examination at the service department in early September. Despite a brief period of issue-free driving, problems resurfaced, prompting me to seek assistance from Potamkin Hyundai ************** and later ****** Hyundai at Stonecrest. Significant out-of-pocket expenses ensued for repairs not covered under warranty.On December 23rd, during a road trip to ***********, **, the car experienced a catastrophic failure, ultimately diagnosed as requiring a new engine. Research revealed a recall for engine issues on my year and model. I filed a claim with Hyundai corporate on January 5, 2024.I recently spoke with ****, a National Consumer Affairs representative, who informed me that the issue was supposedly fixed prior to my purchase. Given the multitude of issues faced, I am reaching out in the hope that my situation receives the attention it deserves. At this point, I am without a functioning vehicle, facing financial strain, and in dire need of resolution.

  

  Business response

  01/19/2024

  I regret to hear the concerns your vehicle is having. The last time we had vehicle in for service was 9.8.2022 at that time we replaced the turbocharger under extended warranty. Upon reviewing Hyundai Motor America your vehicle does not fall under the engine extension, I am glad to hear you have opened a case with Hyundai Motor America to see if they can provide any assistance in repairs.  If ************* Hyundai can be any assistance going forward please do not hesitate to reach out to myself *********************** as I am the Service Manager or ************************ as he is our General Manager. Please let us know if we can be any assistance.

  Regards,

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

  Service Manager

  ************* Hyundai

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

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My sunroof began having issues with opening and closing. I had to schedule an appointment that was over a month out to be able to get my car looked at to determine the issue. So, at the end of September or beginning of October I was told that the first opportunity my car could be reviewed was 11/29/23. My car was brought to the dealership on this date to be told that they would need to keep it. I was advised that it would be 10 days before they could even look at it. I was told that they are consistently 10 days behind so no matter when I bring it in, it will take 10 days before they can even look at it. Why then am I scheduling an appointment for 11/29? It seems like it would be better service if you advised people when the car can actually be serviced rather than a holding pattern for 10 days. On 12/13, 15 days later with no vehicle, I was advised that an inspection of my car had been done. At that time, I find out that they inspected everything - which explains the reason for the length of time taken to service the cars - and to find out that my brakes and rotors that I have been asking about the last 2 times in the shop now need to be replaced. I find out that the rotors cannot be turned, which to my knowledge has not been done to them at all so it is odd that it cannot be done now, and they need to be replaced. I also find out that the battery is dead and needs to be replaced. This was especially concerning since a new battery will be the third one this car has had in 6 years. Isn't there a warranty on these batteries or a core charge at least?I also find that the parts needed to repair the sunroof are not in stock so it will be even more time without a vehicle. I have also been asking, via the texts that are sent to me and a phone call today which was not returned, if the dealership offers courtesy cars or loaners when the time frame to fix an issue is this long. I have not received an answer yet. So, $2500 dollars later, I am so disappointed in the service I have received that I have decided to write about my experience to you. I don't know what has happened with this dealership, but this was not how my experience started when I first bought the car and brought it in for maintenance. I thought the dealerships under the ************* name were supposed to treat their customers like their best friends. I don't feel that this is the treatment offered a best friend as they advertise. I have agreed to the repairs as it is a safety issue with each of the items mentioned. I do feel that they should reduce the cost of the repairs due to their inefficiency in handling the repair requests brought in along with the fact that they do not provide the customer service they promise.

  

  Business response

  12/15/2023

  As the general manager i can offer a discount for the labor.........

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2018 Hyundai Elantra that's had an issue for about 2 years now of hacking. I've taken it to ************* at least five times. I contacted Hyundai motor company. They were working with recase to try to get the car fixed. They just recently used the engineer to figure out the problem with the car. ************* was still not able to fix the car. The car needs a module. I believe that *** have been swapped when the car was not secure with the security system that Hyundai had that was discovered back in February this year. The securities system was thought to be fixed back in February was not fixed. The car is still unsecured. Hyundai wanted ************* to fix the car. I've spent about $1,000 and diagnostics of the car to get it repaired. The car will run well for a while and then I believe the car is being re-entered to set it up to be hacked again. Hyundai told me to call you to see if you can help get rid case to fix the car.

  

  Business response

  12/11/2023

  INSPECTED VEHICLE MULTIPLE TIMES AND WAS UNABLE TO DUPLICATE CONCERNS; VEHICLE HAS LATEST SOFTWARE FROM HYUNDAI MOTOR AMERICA; SPOKE WITH FIELD SERVICE ENGINEER WITH HYUNDAI MOTOR AMERICA , AND WAS ADVISED THAT THIS VEHICLE DOES NOT HAVE ANY HACKABLE CONNECTIONS THAT COULD  EFFECT THE DRIVING OF THE VEHICLE; DEALER DID FIND AN AFTERMARKET TRACKER FROM A USED CAR LOT THAT CUSTOMER WAS ADVISED OF; CUSTOMER WAS NEVER CHARGED BY ************* ********************** TO INSPECT FOR SOFTWARE HACKING. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a 2017 ******** from Rick Case Kia on 07/14/23. Everything was fine until 10/24/23. Our car stalled on the highway with no previous issues or signs of issues. We had our car towed to our home and my husband took it to the dealership to be serviced the next day. He was told that once the problem(s) is determined we would be able to get a loaner car. Knowing that we got a rental car the same day because we needed transportation. The service manager, ******, called on 10/30/23 and he told me there was a hole in the engine. That was perplexing because again, we bought the car just a little over 3 months ago, and was barely due for our first oil change. He asked if we purchased any extended warranties for the car and I told him we had the ******* mile/10-year powertrain warranty they include with their used cars. **** then asked who told me that because it was not true. The more I explained, he somehow "recalled" the warranty I was referring to. From that point, I should've known they don't conduct honest business. He told me a claim would be submitted to the warranty company for the replacement of our engine. Fast forward, the engine replacement was approved by the warranty after having a delay with an inspector to verify there was a hole in the engine. I was also told the Intake Manifold needs to be replaced for $915 as it was damaged by the debris in the engine and it must be replaced by ****** in order to get our car back with the new engine. I was clear with **** that my husband and I did not want to spend any money with them because we only had the car for 3 months and the financial strain of a rental car. The price of the intake manifold then changed to $538. We were NEVER given or offered a loaner car because they were never available. For the past 5 weeks, we've paid for a rental out of pocket. Our main concern is that we were knowing sold a damaged car. Needing the engine replaced after 3 months is NOT NORMAL. As of today, the repair is scheduled to be completed by 12/05, but the whole process has been incredibly stressful and frustrating.

  

  Business response

  12/07/2023

  If a loaner is available we will supply one 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the morning of July 27, 2023, my car was towed into ************* to be assessed due to slow acceleration upon pressing the gas. It was drivable, but too far to drive in. Later that day I received a video assessment that my car needed a high pressure fuel pump and back brakes. I signed the invoice for those two services and was told the work would begin immediately. By the next day I hadn't received word that my car was finished, so I went to the dealership to ask what was going on. I was told that it wasn't ready and that I would receive a loaner and I did. The weekend passed and I reached out again on August 2 and didn't receive a phone call until August 9 about my car. I was told the technician had COVID and the car was sitting with no completion date in sight. August 23 I was told that my car may need pistons and rings because they didn't know what was going on with it. It was no longer just slow acceleration, the car was doing other things. I was never sent a video assessment or invoice about the new state of my car. I called a couple of times and never could get in touch with my service tech. The month of September flew by with no correspondence. Then, October 25 I was told that I just needed a new motor and that I had until October 27 to bring the loaner back because they sold it. No assessment, no paperwork, nothing. When I went to retrieve my car, it was TOTALLY INOPERABLE. It won't even start. This is not the condition that my car came in on and frankly, I have not been told the truth about the services rendered. Records were not kept of technicians and services that were performed on my car. I had to wait until the following Monday to receive a ticketed invoice and found that they hadn't performed what was told to me and had performed an oil change which was not told to me. After having my car for 3 months, it all seems wrong. I'm hesitant to remove my car from the lot because they will say I damaged it. I need answers and my car fixed immediately.

  

  Business response

  11/10/2023

  
  ***********************, our General Manager, and *****************************, our Service Manager, contacted ******************** on Friday afternoon, November 10, 2023. They discussed that they instructed their Shop ******* to get involved and re-diagnose ************************ Q3. Our Shop ******* indicated that the timing chain and **************** would need to be replaced, at an estimated cost of approximately $3700 plus or minus, in order to get the vehicle running and operational (provided no other issues arise). ******************** authorized ****** to proceed with this repair. Additionally, ****** mentioned that there will be no charge for the initial repair order attached to this complaint.
  

  Thank you,
  

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

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

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

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

*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. ↩