ComplaintsforHoward Auto Body & Repair, Inc.

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i took my car to howard auto body on **** for new brakes as my brakes failed on 8.27.howard gave an initial quote of **** for the brakes, and to diagnose an oil leak (8.30).howard told me an oil leak was due to a crack in the engine -- and that the crack was due to rust, corrosion, and road conditions.however, when howard did the diagnostic, the mechanic actually damaged my engine block. the engine bolt was not rusted off, it was broken off in a shear -- due to excessive force.howard auto body broke my engine block, lied about it, and told me the fault was pre-existing (9.5) and that i needed to get another engine block.after a lot of fighting back and forth, i had to tow my car to another shop as the car would not drive or hold oil.i took my car to my former shop (north side ******* where i had taken the car for about 10 years.after a diagnostic, north side ****** said the engine block was broken due to excessive force at howard -- not rust and corrosion -- and confirmed with a photo. north side ****** also said that howard should bear the responsibility for all costs of the engine repair as it was due to the mechanic's fault (not rust).the repair was *****.

  

  Business response

  12/12/2023

  ************ brought her car in with a brake issue as well as other pre-existing issues and a lot of oil leaking on her ****** Yaris. During the repairs that ************ approved and while we were removing the damaged parts, we noticed that there was a crack in the engine near the oil pressure switch. We informed ************ of this and advised her to allow us to proceed with cleaning the engine and attempting to seal the crack. We tried to repair the crack in her engine (that was already there when it arrived) after we cleaned the engine, as it arrived dirty and full of oil-due to the leak. We sent her images and videos via email to let her know the status of her car and so she could see the oil leak herself, and even showed her in person. Unfortunately, the new used engine took a few weeks to arrive at our shop due to the union strikes that were occurring at this time. 

  
  ************ was upset that she had to wait several weeks even though we informed her of the estimated arrival time (Please see attached emails confirming her acknowledgement of the leak in the engine, which only worsened over time). Our mechanics did not break her engine, her engine arrived with the oil leak issue. We tried to seal it but it did not work, which is why we recommended her to get another engine.

  Finally, ************ played a role in the delay of her vehicle by ********* and taking her vehicle, then coming back to finish the repairs. The back and fourth delayed our ability to work on her car and finish it in a timely manner, once the engine finally arrived. While she did not bring her car in for an engine issue, our job is to inform our customers of ALL the issues that their vehicle has and let them decide whether they want to move forward or not. Our shop communicated thoroughly with our customer, informing her of everything we found in her vehicle, as well as the possibility in delay in parts. Knowing this information, ************ approved the repairs and allowed us to move forward with a new used engine. We understood **************** frustration and communicated that the delay in parts was out of our hands. After she took her car, she demanded we take responsibility for breaking her engine, even though we communicated with her several times by sending her pictures and videos of the engine, and even though she also agreed several times that this issue was already there--way before she even brought her car to our shop. We advised her that her vehicle was not safe to drive with the oil leak which is why she had to tow it. 

  We have been in business for over 20 years and always value our customers. We take pride in our transparent communication with our customers, which has allowed us to receive high ratings with BBB and five star reviews with yelp and ******* We also always take responsibility for our actions and mistakes, however this was not one of them. 
  

  
  

  Customer response

  12/15/2023

   
  Complaint: 20913496
  
  I am rejecting this response because:

  I want Howard Auto Body (HAB) to take responsibility for the fact that they broke my engine while they were trying to fix my car.  They have failed to do so!  Clearly, HAB were not successful in their repair.  I understand mistakes happen and it was a mistake on the mechanic's part.  But it was their mistake, not mine.   I experienced a financial hardship from this (7k) and the inconvenience of not having a car for a month.  HAB was hired to repair my brakes.  I want Howard Auto Body to reimburse me for the cost to replace the engine they broke while their mechanic was working on my car.

  Now, my full response:

  We rely on mechanics to be honest.  Unfortunately, some arent.
  
  My experience with Howard Auto Body (HAB) has been awful a nightmare, in fact.  They were, and are, deceptive and dishonest in their business practices.
  
  HAB broke my engine while they were tasked with repairing my car.  They then lied about the extent of the damage, and tried to put the financial burden of replacing that engine on me.  Not only did they do a poor job, they broke my engine and told me it was up to me to pay for it if I wanted the car to work.  Scam!  After dealing with HAB, I know never to go to you again.  I know you are unethical and engage in deceptive business practices.  *** filed this complaint for good reason.
  
  HAB, You should know by now not do business in the manner you have with me.  There are laws in place, and consequences.   Based on my experience, HAB should be under investigation and their license should be in peril.  I do not say this lightly.

  Women need honest mechanics; the elderly need honest mechanics; we all need honest mechanics.  Since we continue to rely on cars in this society, we continue to rely on mechanics to fix our cars.  I know I want someone good, trustworthy, communicative, and honest.  HAB, you are none of those things.
  
  So, this dispute is quite simple.  HAB broke my engine while they were tasked with repairing my car.  I want HAB to reimburse me for the cost of the repair I incurred as a result of their poor work.  
  
  I provided a timeline of the events which have transpired, but do so again so my point is clear:
  
  8.29.23:  I took my car to HAB for a brake repair.  I drove to the shop and my car was driving fine (other than the lack of brakes).
  8.30.23:  I was given a quote of $1345 for new brakes and an oil leak by HAB
  9.1.23:  HAB said there was a crack in the engine which they would repair with sealant.
  9.5.23:  **** @ HAB said the engine block must be replaced.  He said the car is not safe to drive.  (What?!) *** said they tried to fix the crack w sealant but that didnt work.  HAB said the car was leaking oil and that I had to get a new engine block.   When I asked what happened HAB said that it was likely due to the road conditions in *******.  HAB also said there was rust on the engine, the problem was already there, i had to get it fixed, and it was up to me to fix it.  My cost for the repair was $7,000.
  9.19.23 HAB provided a video of the cracked engine block.
  
  HAB did not suggest I get a new engine as **** suggests in the complaint form.  I did not have a choice.  HAB said if i wanted the car to work, it was on me to pay for a new engine, as the engine in my car was broken.
  
  The engine on my car was broken to the point of failure while HABs mechanic was trying to fix it.
  The car could no longer be driven after HAB did this repair, the mechanic at HAB broke the pressure valve switch, which means the car would not hold oil.
  The owner of HAB said, oil would pour out of the engine and there was absolutely no way the car was in working order; the only way to move it was to either fix it at HAB or tow it somewhere else.
  The car would not run.
  
  After I realized who i was dealing with, I did not want to continue doing business with HAB.

  I did not want them to repair my car or be anywhere near them.  They were bad at their job, dishonest, and the owner was an abusive, shady, smack-talking human.

  They violated my trust, did not deserve my business, and were abusive in the process.
  
  I towed the car  to ***************** (NST).  Ive taken my car there for 10 years; I took a year break following a poor experience.  Their service manager, *****************, remembered me and asked where I had been.  We talked about the poor experience Id had with one of their service techs; **** told me the person was no longer at NST.  I was relieved to have the car back to NST.  I knew it would be in much better hands and my stress would go down.  **** was dumbfounded when I told him why I was there and what was happening.
  
  After NST did the inspection, the tech confirmed the air pressure valve switch on the engine had a clean break; NST confirmed this was due to excessive force by the tech at HAB.
  NST said there was no evidence of rust or decay on the engine.
  The service repair from NST is provided.
  
  
  **** said that the damage was done by HAB and was not due to a corrosion break, it was due to excessive force.
  **** also said that he saw no reason how this was my fault, or due to the car being old.

  **** said, "They broke it, they should fix it."

  
  
  SUMMARY:
  I want HAB to take responsibility for the fact that they broke my engine while they were trying to fix my engine.
  HAB were not successful in their repair; the mechanic put too much force, used a power tool, I dont know, the mechanic just did something wrong.
  It was a mistake, but it was their mistake and it happened while they were hired to do a small repair.
  I want Howard Auto Body to reimburse me for the cost to replace the engine they broke.
  
  A full breakdown of the repairs at both shops are also attached.  
  
  HAB had my car from 8.29.23 to 9.22.23 or 25 days.  During that time, HAB fixed my brakes and broke my engine.
  
  Sincerely,
  
  *******************

  

  Business response

  01/04/2024

  To whom it may concern, 

  ************ brought her vehicle to our shop for repairs on September 28, 202. Our policy requires customer authorization for all ***********************, and ************ was kept informed at every step of the process. We inspected the vehicle and found the left rear brake line and hose corroded and leaking a lot of brake fluid. After we repaired the brake is***, we informed ************ of the oil that was found in the undercarriage of her vehicle. She stated she knew there was an oil leak and verbally authorized us to steam wash the undercarriage in order to pinpoint the source of the leak. Our team of technicians noticed that the leak was originating from the oil pan gasket and near the oil pressure switch that is on the engine. We informed ************ over the phone and sent her pictures and videos via email, and she authorized us to replace the oil pan gasket and replace the oil pressure switch. 

  Upon further inspection, we discovered a crack in the engine block that was not initially visible due to the oil buildup and was not visible until we removed the oil pressure switch. We advised ************ about this and told her that we could attempt to repair it using a sealant, which she authorized, however, we were unable to successfully seal it. We promptly informed ************ of this is*** and advised her that the engine would have to be replaced. We received authorization from her to order a new used engine, as documented in the attached deposit receipt  and invoice(See attached) . Delays in parts acquisition due to the ongoing union strikes that were occurring during this time as well as other delays our vendors were experiencing were communicated to ************, who expressed understanding.

  Upon receipt of the engine on September 15, we immediately informed ************ of the expected completion date via email. However, she became upset when the vehicle was not ready by September 19, despite our communication regarding delays caused by external factors. We reminded her that we ordered her engine on September 5th, the same day she gave us the authorization and left a deposit, and that we repeatedly informed her about the delays with our vendors which were out of our control. To accommodate her insistence on taking the vehicle, we obtained her signature on a liability waiver clearly outlining her knowledge on the pre-existing engine is*** and the vehicle's unsafe condition(See attached).

  On the evening of September 19, our teammember sent ************ an email to apologize for her frustration regarding the delay in parts and sent her videos and pictures of the damage on the engine to help support the potentionl lawsuit ************ was going to be filing with the *************** to reimburse her for the engine damage .  Subsequently, ************ apologized and requested to resume repairs. We welcomed her back, explaining the adjusted schedule due to her previous decision to stop the repairs, which she understood. 

  On Wednesday September 20th , ************ asked us via email if we could inform her when her vehicle would be done. In this email, she mentioned her previous relationship with **************** and how she had to stop going there because she no longer trusted the mechanics. She also mentioned her knowledge of the pre-existing oil leak that only worsened as time went on (See attached). We let her know that since her car was taken off the schedule, we would do our best to finish the repairs that same week, but that it would most likely be done the following week on Monday or Tuesday. Immediately, she angrily called us and said we should have finished her repairs weeks ago. Once again, we informed her that we had no control over the delay in parts. In the end, ************ decided to take her vehicle and asked us to push the car back into the street. 

  In conclusion, we believe **************** claims are unfounded and unsupported. We have maintained transparency, provided evidence of pre-existing is***s, and upheld our commitment to customer communication by providing images, videos, and several phone calls. We never lied to ************ as she claims, but rather kept her informed at every step of the way. The only repair that was done on her engine was an attempt to seal the leak, which she admitted she was aware of on several occasions. **************** allegation is contradicted by her own acknowledgment of the pre-existing is*** and her vehicle's deteriorating condition over time. Our shop did not break her engine, rather her engine broke due to her own negligence and continuance of using the vehicle despite knowing there was a pre-existing is***.

  Additionally, **************** initial intention was to *** the ******************** for damage on her vehicle, and is now trying to find a way to blame our shop for her own negligence.  Our business, operating since ****, maintains a stellar reputation within our community, as evident in our five-star online reviews and Better Business Bureau rating. We are a minority-owned business, proud of our transparent communication with customers, allowing us to thrive for over two decades. 

   
  We are prepared to provide any additional documentation or answer any questions that BBB may have to address **************** allegations.

  
  Thank you for your time. 
  
  
  
  

  
  

  Customer response

  01/07/2024

   
  Complaint: 20913496
  
  I am rejecting this response because:
  
  Much of what HABR asserts in their response paints a picture but does not tell the truth.   Their dates are oftentimes incorrect as well as their telling of what happened. 
  

  HABR engaged in fraudulent, deceptive business practices very early in my experience almost at the beginning.   This continued and continues. 
  

  For the sake of time, 2 dates are particularly relevant.  These dates were towards the beginning of our interaction when I was informed of the engine issue; their deception began on 9.5.23.  As documented from my notes:  

  -9.1 **** at howard said they found issues.  crack in engine block and oil leaking.  
  -9.5 **** @ howard said cars engine block must be replaced.  car is not safe to drive.  (what?!) howard said he tried to fix the crack w sealant but that didnt work.  he said the car was leaking oil and that i had to get a new engine block.   when i asked what happened they said that it was likely due to the road conditions in *******.  told there was rust on the engine and the problem was already there, and i had to get it fixed.  (???????)  i gave ok for engine block.   (????)  told they would order asap + theyll get on it asap.  (wtf!!! 8 k!!!) 
  

  On 9.5.23, HABR failed to inform me of the truth.  **** failed to mention that a bolt on the engine broke while they were trying to repair the crack with sealant.  This was revealed at a much later date when I took the car to *****************. 
  

  **** also told me in his feedback that they had received the car already broken; he said the failure was due to a pre-existing issue.  This is also documented and was not true.   He advised me that the engine damage might have happened while driving in ******* due to the condition of the streets.  
  

  I gave approval for the purchase of a new engine to be ordered under false pretenses.  HABR omitted necessary information to influence me in that moment; they also did not tell me what the actual reason for the failure so I could make an informed decision.  They tried to hide the truth and instead advise me based on deceptive information.
  

  After 9.5.23, I gave HABR many chances to redeem the situation, but they never did.  They were not honest with me on 9.5.23 about the engine and still are not. 
  

  This complaint is about HABRs deceptive business practices in their dealings with ME. They were deceptive in explaining the reason for the engine failure.    
  

  I intend to hold HABR accountable for the broken engine.  My car was in their shop for 3 weeks, and in Northside Toyotas shop for an additional 3.  This was a very expensive repair and I accrued additional expenses by not having a car for such a lengthy amount of time.  This was incredibly stressful on many levels financially, mentally, emotionally.  No-one should have to go through what I did in dealing with a mechanic!   I would like to be reimbursed for my expenses.  
  

  We know the car was towed to **************** immediately after I canceled the engine repair with HABR.  NT immediately performed a diagnostic on the car and confirmed all that I've stated here.  Please see attached. 
  

  The images couldnt be more clear.  In the image of the engine as provided by HABR, the bolt is intact and has a small crack in it (this is the before image, before HABR tried to repair the crack).  In the image of the engine as provided by NT, the bolt is clearly broken off in clean shear as would happen if it were put under force.  This image shows what happened at HABR when they tried to fix the cracked bolt; it shows the breakage and reveals what they were trying to hide when they advised me about the engine failure on 9.5.23.
  

  Finally, and importantly, thank you so much for your time, consideration, and assistance.   Its unfortunate this continues to drag out.  Im grateful for your help as this has been a terrible, troubling matter. 
  
  Thanks so much.

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

  The Consumer Fraud and Deceptive Business Practice Act is very clear in defining fraud; two different online resources citing the statute: 

  
  -(815 ILCS 505/2) (from ch. 121 1/2, par. 262)  Sec. 2. Unfair methods of competition and unfair or deceptive acts or practices, including but not limited to the use or employment of any deception fraud, false pretense, false promise, misrepresentation or the concealment, suppression or omission of any material fact, with intent that others rely upon the concealment, suppression or omission of such material fact, or the use or employment of any practice described in section 2 of the "uniform deceptive trade practices act", approved august 5, 1965,  ********************************************************************************;

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