ComplaintsforDNS Automotive Inc.

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 12/21/2022 complete brake work with all 4 Disc Rotors, 4 brake pads and break fluid flush for 2017 ******MX 5 Miata RF Club from DNS Automotive, *** (now known as *******************). The total cost me around $800-900 for this service. After a month the car started making a ticking noise when I hit the brakes. *** from auto shop was notified for the issue.1.On March 25th dropped off the car and *** confirmed that there is noise, and he did some adjustment and hope will work. The adjustment never worked but I just ignored the noise and kept driving but then noticed the ticking noise is more and more annoying. 2.Visit again on May 13 for a checkup with ***. Sitting there waiting for 4 hours and *** stated I need to drop off the car and He needs more time to figure out whats wrong. 3.I dropped off the car again on 6/9 in the morning as soon as the shop was open and 6/10 for 2 days to the shop to fix the issue. After driving the ticking noise was still there, and *** told me that he needs to order the front brake part to be replaced and will let me know when parts arrive.4.On 6/24 dropped off the car to replace the front brake part. After dropping off the car 4th time the ticking noise was still there and never noticed any changed. I talked to *** its more than three and having same issue. Looks like he has no idea whats wrong with the car that making ticking noise. Finally, on 7/8/23, I decided to go visit the ************ in ***** ** to repair. After a few hours ************* was able to fix my car and explain to me that all brake pads were loose and front brake pads clips were missing (front brake pads come with clips for ******* ************* replaced all brake pads was installed by *** from DNS Auto shop with original brake pads with clips. ***** charges was $856.07 for this service. I am requesting DNS Auto Motive/******************* to refund me the brake service charges ($800).

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to this auto shop to have 3 items addressed, on Wednesday (5-18-22). The 3 items were { CHECK ENGINE LIGHT, FUEL GAUGE NOT WORKING, & ** NOT WORKING}. The shop took a day bro diagnose the problem, called me the next day to let me know the total cost of the repairs. I approved the work to be performed. I went to pick up the car on Saturday (5-21-22).The Check Engine Lights were no longer showing, the ** was working, but the Fuel Gauge was still not working. Upon picking up the car, I noticed that the Fuel Gauge was still not working, I went back inside the shop and told the owner that the Fuel Gauge was still not working. This wasHe told me to go and fill up the car, and that if the Fuel Gauge was still not working to bring it back. Meanwhile, he already told me when i went to pick up the car, that he had put $20.00 worth of gas inn the car. If he had put gas in the car, and he saw that the Fuel Gauge was still inoperable, why would he return the car to me? i called this morning to find out when I could bring back the car to have the unfinished work, completed, the conversation took a wrong turn. Instead of acknowledging that he had not fulfilled his service obligations, he proceeded to tell me all the work he had done, as if that was enough. My point was that i brought a car that had 3 problems, you took a day to diagnose those problems. Your findings clearly did not fix the problem. Either, he did not kn oil what he was doing or he did work that was unnecessary. He then cursed at me and hung up. My car now is driving worse than when I brought it in, and I still have get a problem fixed.

  Business response

  05/23/2022

  All parts and labor at our facility are warrantied for 1 year / 12k mileage unless listed otherwise on the invoice provided. **************** is more than welcome to calmly reach out to get this issue squared away and we are more than happy to assist and rectify any situation that he feels was incorrectly handled as with any unhappy customer. 
  

  Customer response

  05/24/2022

  
  Complaint: 17242740
  
  I am rejecting this response because: The owners response does address the issue. This is the situation. I contacted the owner on 5-16-22, to find out his availability to repair a few issues with my vehicle. The issues were the Check Engine light was on. The Air conditioner was not working, and the Fuel Gauge was not working. He said I could bring the car in on Wednesday 5-18-22. I had conversation with him about doing the repairs. That conversation involved me telling him that I would need an estimate on the work prior to him doing the repairs; so that I could make an informed decision on doing the repairs, considering the age and value of the vehicle. He stated that he would have to charge me for the estimate. I told him that I understood that he needed to be compensated for his time, inn the event we did not go ahead with the repairs. He contacted me early the next day, with an estimate of $1500. I told him to go ahead with the work. This was on Thursday 5-19-22. I reached out to him Friday afternoon, to find out if my car was ready. He said it was not and that it would be ready on Saturday. He called me to tell me my car was "Ready", operative word there, being Ready. I went to pick up the car. He gave me the invoice, told me he had put $20 worth of gas in my car, for which he invoiced me. I paid the **** and went to start my car. The Check Engine light was no longer on, the ** worked, but the most important item (the Fuel Gauge) was still not fixed. I went back inside to tell the owner this. He instructed me to fill the car up, and that if the Fuel Gauge was still not working, I could bring it back. I want everyone to think about this. You contact me after having my car for 4 days, tell me my car is ready, the work completed, and neither of these two statements are truthful. The car in fact was not ready, and the work had not been completed.The reality is that the owner knew the Fuel Gauge was still not working. You cannot put $20 dollars worth of gas in a car, not see the fuel gauge working, and consider the work completed. You knowingly returned my car, with the work not being completed. I called on Sunday and left a voicemail requesting a call to drop off the car on Monday 5-23-22. The shop opens at 8:00 AM. I had not received a call, by 9:30 AM, so I called the office. The conversation got heated, in light of me having just spent $1525.00 and still not having my car repaired, my behavior could be understood, by some.. The owners response was to hang up on me. Considering the situation, I had every right to be angry, after the owners response on Monday. His position was that he did everything that was required to address the issues, and became defensive. The truth of the matter is, he had NOT fixed my car. Had everything been addressed, I would not be filing this complaint. I will state this again, he knowingly returned my car, not having fixed everything. Just as an aside, I was a sales manager for a very large Fortune 500 company. I had National accounts that I had to deal with. I had to respond to customer's complaints and engage in Service Recovery on many occasions. Had I responded to my customer's issues the way this owner responded to me, not only would I have lost multi-million dollar clients; I would have been terminated immediately. The offer to bring my car back to finish something that should have been completed in the first place, is a non starter. The behavior of the owner, in returning my car, knowing the work had not been completed. And more importantly, The way i was spoken to and hung up on, gives me absolutely no desire to deal with this owner, ever again. I will have a dealership complete the work. I no longer trust the work of this shop, and there is evidence that I should not. And the fact that my patronage was not appreciated, gives me no reason to go back. The right thing to do, would be to credit me the cost of getting his work corrected, but I won't hold my breath. 
  
  
  
  Regards,
  
  *********************

  Business response

  05/24/2022

  Hi ****, 

  If we view this from a 90 thousand foot perspective and go step by step. You reached out to us, we quoted you a price, we diagnosed 3 problems that the vehicle had come in for - **, Check Engine Light, and Fuel Gage. At that point you've already acknowledged that the ** is working, the check engine light that was on was no longer on as we cured the Evap solenoids and fuel pump w/sending unit, but we're having an issue with the third item, the fuel gage. Part of the last words discussed when you picked up the vehicle was that yes we added 20 dollars in gas, however we said if there were any additional issues to give us a call to get it back in, you acknowledged this in your response. You called us on Sunday and we were planning to return your call prior to noon. You called us again and yes the conversation got heated and we asked you repeatedly not to curse at us on a Monday morning, we did request that you bring the vehicle back in. In a situation where there is profanity being easily exchanged - the easiest thing to do is to remove yourself from the equation as two angry parties will not have anything productive arise - i'm sure that's something you can acknowledge from your time with the Fortune 500 companies. This is when the call was ended. These fuel gages have issues, much of them including OEM certified parts have a quality defect that occurs in even the newest of parts - this is why we only work with suppliers who guarantee the parts and why we guarantee our parts and labor for 1 year and 12k miles. We have been in business and have been growing for the last 25 years, there is nothing for us to hide from and we look for repeat customers not 1 time jobs. The 20 dollar gas receipt was left on your vehicle's passenger side seat if there is any question about the validity of if we added gas or not. In 20/20 hindsight we should've put $40 to ensure that there was no question for the part. All of that aside - our parts and labor are warrantied and we will stand behind any job that comes through the doors. It is 100% up to you at this point, we are more than happy to get the car back in and see what the defect is in the part or if anything additional was missed on our end. Let us know.

   

  thank you,

   

  ***

  Customer response

  05/25/2022

  
  Complaint: 17242740
  
  I am rejecting this response because: I've read the Mechanics response. He really does not understand the issue. Instead of accepting accountability for his failure to perform a quality job, he keeps referring to his warranty. The primary point of this whole back in forth, is the fact that the car should never have been returned to me as completed. I will never understand why this owner does not understand this. I bring the car in for repair, a diagnostic was performed. that diagnostic should have told you exactly what was required to remedy the problem. In my mind, there are x number of parts that would cause a fuel gauge to fail. it could be one part, multiple parts, or all of the parts, that are responsible for making the fuel gauge function. As a Certified Authorized Mechanic, your diagnosis of the problem, would have told you what parts to replace, to fix the problem. you install the parts required, do a quality check to make sure what parts you used, fix the problem. End of story. Clearly that wasn't done. The fact that the owner responded that he should have put $40 worth of gas, instead of $20, demonstrates his inability to grasp the situation. In a normal functioning fuel gauge, the gauge would show movement regardless of the amount of gas you put in the car, whether it was $5, $10, $20, or $40. The car should not have *** returned unti the work was completed. That factt alone, demonstrates a lack of concern for the customer. The fundamental principle of any business is to do the job right. If the mechanic did not have time to check his work, he should have told me, I apologize, I'm backed up, and your car isn't ready yet. The fuel gauge is still not working, but i will make sure it is, before I give it back. I would not have been happy, but I would have understood. Just give it back to me "FIXED". The fact that I did not get it back fixed, shows me that there was total disregard for my patronage. Compound that with the fact that there was no sense of urgency to reach out to me, to correct the issue. The fact that i had to call the owner, to get him to correct a problem that should never have occurred, speaks volumes. instead of being apologetic, I get a defensive posture, and a list of what work he did perform. In describing the work he had perform, in his mind that was more than sufficient. The truth of the matter is that despite all of the work he stated he did, it did NOT fix the problem. The sense that I got from our conversation last Monday, was that I should feel privileged that he even bothered to work on my car. This sense of disdain, and lack of remorse for a problem he created, does not allow me to be subjected to a person I'm paying, or have total lack of appreciation for my business and hard earned money. Even in todays economy, $1525 is a fair amount of money. To not have a sufficient repair, is insulting. My time is considered not valuable, and I should want to come back as often as needed at his convenience, to fix a problem he created. This shop dropped the ball, lacks any understanding of the situation, and I'm supposed to feel grateful that i've spent $1525, and I still have an unresolved issue. i think this sums up the situation fairly accurately. Based on this owners expertise, and based on the work he performed, he should have an educated idea of what may have caused his work to not fix the problem, and provide a credit accordingly. I cannot believe that a broken fuel gauge cannot be fixed by someone. I just need to find that mechanic, and get my car fixed once and for all. I have no confidence in this mechanics work, at all. 
  
  
  of and 
  Regards,
  
  *********************

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