Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business took 2 jack stands lent to help complete job for 71 Monte Carlo which business returned with towing fee to consumer non fixed and partly disassembled.. 2007 impala had repairs said but not fixed including 4 motor mounts currently being replaced. 2007 ford f150 was diagnosed by Genaro’s as vacume leak when in fact whole left bank was misfiring. Attached repair bill consumer want total reimbursement for money given to Genaro’s and current bill from getting repairs done correctly. Consumer is assuming that is what billing adjustment means. Refund all monies paid impala is still in shop. Refund monies paid for repairs totaling around 7,000 plus refund of current repair bill on is attached.

  Business Response

  Date: 05/23/2023

  Sorry for any inconvenience this has caused all of  us ,Now any refunds  provided by us are to customers  that pay there bill in full payments.Any warranty provided by us is to customers that also pay in full or have some type of arrangements made with us  Also are place of business is  A drug and alcohol free environment so any customers that come in under the influence will not be severed .but once again we are truly sorry for any inconvenience  this  has caused..Thanks again from Genaro's auto.

  Customer Answer

  Date: 05/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  To whom it may concern I have left several messages with this Generos auto and Calle several times with no response. I attempted website response but the system did not offer a link to respond on my end. I have always paid in full my bills before picking up my vehicles. I’m am currently incurring towing bills from the 71 Monte Carlo from location to location because the car keeps dying out in addition to not having a gas cap letting gas leak out when raised and an oil pan leak dripping a trail as the vehicle is moved. This in addition tho the f150 misfire repairs, and the keeping of my two jack stands. Just want this documented as I left messages on the bbb voicemail as well
  
  
  
  Regards,
  
  
  
  ****** **** 

   

  Customer Answer

  Date: 06/01/2023

  I’ve attached the invoice of repair record for the F150 identified as a vacuumed leak located by spraying wd40 or break cleaner on hoses to see if fluid bubbled but there was no action from that diagnosis by Genaro’s. I have also attached towing receipts and purchase part items on my own for the 71 Monte Carlo in which there were repeat parts Genaro’s said weren’t good I had to purchase again. I paid 750.00 plus dollars just to have a car not running towed to body work. That tie bil was 100.00 dollars after being told it would be 80.00. The valve cover wing nuts weren’t recovered the radiator overflow chrome wasn’t installed and neither was the heater core. He was supposed to hang the mufflers in which I purchased brackets for not completed either. My impala is still a Christians and he still retains my 2 jack stands I paid for at his shop. I will still have to tow the 71 to the mechanic shop scheduled on the 8th of June. Like I said, I was told to not go to his shop anymore and he doesn’t accept my calls. As for the drug and alcohol policy stated. I have had a beverage in his shop before (alcohol). If Genaro is insuating anything. I have nothing to hide. 

  Customer Answer

  Date: 06/01/2023

  I have attached estimates of work supposed to be completed by Genaro’s Auto for my 2007 impala that I paid for including motor mounts and rear main seal,  as well as engine compartment work not completed for my 71 Monte carlo battery tray not installed heater core hoses and heater core not installed. Hoses cut and left hanging or bent for no air as well as gas cap on a new fuel tank that was missing including brand new wing nuts on valve covers. Engine coolant reservoir missing chrome new from original parts group. Also tow tickets from shop to shop because 71 won’t stay started and major oil leak

  
  

  Also a text conversation of Genaro admitting he has the jack stands. 

  Business Response

  Date: 06/05/2023

  ONCE again we do apologize for any inconvenience this has caused you,as well as it has us .We are more then willing to have our tow truck bring back the 71 Monte Carlo and make it run right ,but we will not fix the heater core on it and then we will  have our tow truck send it back to you. We are willing to send our tow truck driver and will cover the tow bill. As for any other vehicles you have ,we are not responsible for them, once you have some else work on the vehicle it voids all warranties. I hope this helps solve any issue  you have with us ,thanks again for your business with us here at Genaro's auto. As far as the motor mounts on the impala, we replaced all 4 mounts over a year ago. We only offer a 1 year warranty on parts and labor. As far the F150, we diagnosed the vacuum leak to cause said misfires, which we had repaired at the time. We completed all work as promised.  

  Customer Answer

  Date: 06/08/2023

  I did go to Genaro’s shop and visited with him. He had two witnesses one by the door and the other next to his desk to discuss mediation to solve this situation. He said he told me to come by the shop but he wasn’t answering my calls so I contacted him from a different line. I still did not get my jack stands and he said the only thing he would be responsible for is the throttle cable on the 1971 Monte Carlo. All other repairs he would not. He explains his warranty process in the but now seems to be changing his mind. He says his warranty is relegated to estimates that he does not want to honor. He said he would think about it and I asked if he had insurance not trying to get in his personal business. He said he would have helped had I not gotten the BBB involved. I apologized for any disrespect I may have done to him as far as speaking but I told him. I came in to have my cars fixed and that’s what I wanted. Simple. I notified my attorneys at this point because Genaro said he has had correspondence with you reading my messages and emails yet I have not had such privilege. The only privilege I have had was a website that doesn’t allow me to access documents or findings.  My attorneys may be inquiring of all documented correspondence you have had with Genaro including the pictures that I airdropped to you while in the office visiting with you yesterday. Please continue the process from your end as I do not want to miss any procedural steps or deadlines that may impede the process. Genaro said he couldn’t pay because he has no money. Thanks for your time. I told Genaro I would wait and contact you after visiting with you but the statement he made about seeing all my correspondence is a real concern when I’m not able to aptly respond or defend myself under due process.  
  
  ****** ****

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I my self took
  My car 2009 Ford focus.to gett.fix
  I took this car about the medle.of September he has not fix my car I already call more the 20 times asking Mr Genaro.about if my car is fix he said I order the part from
  ****** he said the mode computer needs to be change evrytime he said I haven't recib.o the part had not arrive he charge me 220.00 this car I took it back to hem
  I toll.him
  You did not fix my car you need to fix it right he said I will fix and 3 day will be Ready is been olmoust 3 months and my car still in the shop.i want my 220.00
  Back to me I need to take my car to other mecanic. I'm tired of keep.going to his shop
  To ask if my car is already
  Been.fix.

  Business Response

  Date: 01/30/2023

  Hello, on his car we had replaced the camshaft position sensor and knock sensor after diagnosing engine codes p0341 and p0327. We charged him $220 to replace them and we took the car on a test drive to confirm the check engine light didn’t come back on. After the test drive no check engine light came back on so we had him pick up the vehicle. The following day the customer called and said the check engine light came back on, so we advised him to bring the car back in so would could see what was going on. He brought the car in and the p0341 code had returned, we diagnosed the issue as a faulty PCM. We had trouble getting a new PCM and that is why the car was sitting. Once we got a PCM we had advised the customer to take it to the dealer to have it reprogrammed. We did not charge him for the new PCM that costed us $250 because of the inconvenience of having his car sitting. We are willing to reimburse him the $220 if he returns the PCM, Camshaft position sensor and knock sensor to us. 
  Thank you.