ComplaintsforNext Level Tuning, Inc

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment for my wife's car in March. The vehicle is still not fixed. We've went weeks and months with no communication. He was reluctant to return calls and made every excuse possible why the car wasn't finished. We are now in August. He still has the car. After a few thousand being payed he says he can't figure it out and says he recommends the car being towed to somewhere else. The car drove fine until It went to him for suspected easy fixes. Now we have a vehicle that isn't safe for my wife to drive to work. We have all emails and call records dealing with this situation. Any help is greatly appreciated. Thank you

  Business response

  09/27/2023

  -    In regard to any communication, the primary manner with client was through email, as it was optimal for efficiently updating & in providing any images/pictures of our findings, vehicle issues, & service update(s). This manner was also the best as per client preference with their work schedule(s). Updates were provided when portions of service, diagnostic, & repair progressed &/or was completed. Client notified on parts orders & status for various items as ordered/received. There was over (45) collective e-mail correspondences, as well as phone conversations when required with client(s).

  -   After client dropped vehicle off for appointment, & upon initial vehicle start to pull the vehicle in, engine was misfiring & shaking badly with a Check Engine Light illuminated on the dash. Initial scan of vehicle electronic management showed (11) fault codes present in the Engine Control Unit (ECU). Further evaluation of engine mechanical & diagnostic on electronics, was performed based on present (ECU) codes. After evaluation, a number of key items for proper engine & electronic operation were found to be broken, incorrect, or incorrectly installed. After discussing findings with client, notification that these items were required to be addressed before we could proceed any further. At this time client approved. Client also informed us at that time that the referenced items/issues were from client servicing prior.
  

  -   Client was billed for parts, labor, & servicing, accordingly & as quoted. Initial evaluation charge was waived as client wished to carry out repairs. Client’s labor charge was also discounted in an attempt to assist with costs on the collective invoice. Parts costs for prior damaged, broken, incorrect, or incorrectly installed items that were required to be done, was the primary cost incurred making up approximately 75% of the total cost on client invoice.
  

  -    In replacing parts & servicing vehicle as discussed with client, the initially present (11) fault codes present in (ECU) was decreased to (4). Results with discussed with client further, & informed that now more in-depth diagnostic was needed (such as, but not limited to) Timing Chain Evaluation, wiring, wiring harness, & connectors, engine compression check, & further electronic data logs would be performed. Client approved on the service recommendation(s) in what would be most cost-effective attempt to resolve remaining vehicle issue(s).
  

  -    Final diagnostics carried out as per VW tech-line procedures & checks, with in-depth wiring diagram diagnostics & log data checks, including any required parts items required. Process carried out & diagnostics completed, including any related labor/time required. Vehicle was still running out of manufacturer specification(s) & generating cylinder misfire(s) despite any and all reasonable efforts.  A determination of more significant cost potential to remedy vehicle issues was disclosed to client. Client was informed of the potential that Catalytic Converter Assemblies, Wiring /Electrical issue(s), and Timing Chains & Component Servicing (with vehicle having over 160,000mi) should be addressed. Due the excessive costs of servicing and significant additional labor/ time, it was offered to client (with their expressed discontent at that time) that we would be willing to incur expense to have the vehicle towed to the local VW dealership, for client to attain a second opinion &/or validation with all of our findings. Any remaining Labor Hours, Diagnostics Charges, Parts Costs, & Shop Fees at this time was not billed to client, & incurred by the business(Collectively over $1250.00) in an attempt in good faith to resolve client dissatisfaction in not fully resolving issues with vehicle. Attempt(s) were made to follow up with client inquiring if a second opinion or dealer evaluation was performed, but no further communication or response(s) have been provided by client(s) to date.

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