ComplaintsforFirst Class H.A.L.T.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They Worked on my 2010 *******. Windshield got cracked while it was being serviced, but it took 3 weeks for them to return a phone call. When we asked them to fix the windshield they said they would. Kept the car 1 day and said it was ready. We came to pick it up but all they did was put duct tape on the windshield! Crack was still there. When asked, they told us the crack would go away on its own in a few days. Guess what? It didn’t! So insulting! My car was more damaged after I took it in than before. Paid $4k for an engine repair and got a cracked windshield! Then they lied to us about fixing it.

  

  Business response

  02/12/2024

  ********, I apologize for how this situation made you feel.  We take situations like this seriously, when something such as a vehicle incurring damages during a service happens.  In the communications with our store manager he was researching with staff, surveillance footage and our pre service pictures to investigate if we were responsible for the windshield damage. Our findings could not conclusively pinpoint when or if it did occur in our care. This complaint was received during our scheduling of the windshield to be replaced. The first repair attempt was done by a glass company to repair not replace the windshield being the industry standard recommendation.  The tape was installed to keep moisture from getting into the repair area since that day it was raining. I hope that you have found the resolution acceptable and we are truly sorry that you took offense over the situation.  We truly appreciate our customers and want their experience to be exceptional every time.

  Customer response

  02/13/2024

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  While they have at last resolved the issue with our ******** windshield, I find their written comments problematic.  Rather than apologizing that I took offense, they should apologize for their behavior and put more effort into understanding the customer's perspective. I will not be taking my car to them in the future.
  
  Regards,
  
  ******** *******

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 7/20/2021 Invoice Amount $1570.03 Halt is not trying to work to resolve. - We brought our 2006 Toyota 4Runner to First Class Halt. The vehicle stopped while my son was driving it. I understand that they needed to perform tests to diagnose the issues we were having and Thomas W***** said that he suspected engine failure from the onset. They did a lot of expensive "maintenance" fixes before they found oil shavings in the oil pan and decided it needed an engine replacement. They felt that these items needed to be fixed before they could run a specific compression test. Once we agreed to fix all the items, he said that the engine needed to be replaced and they do not do that type of work. The water pump is not an item that needed to be replaced when he suspected catastrophic engine damage. We trusted them to do the right steps, in the right order to help us locate the real issue. I have asked for the water pump portion to be refunded since it was not necessary.

  

  Business response

  08/16/2021

  Response for complaint Ref ********:

  
  

   The customer was informed of the initial findings that carried potential engine damage from the initial inspection/diagnosis of the vehicle.  The vehicle had overheated and shut off due to lack of coolant in the system, the water pump was leaking excessively ( Picture was provided of failed water pump ) coolant/water was added to system to proceed to next steps. The water pump was leaking beyond testing measures would allow, The engine had compression test performed and provided passing results to proceed to next steps of diagnostic and repair to replace water pump, pressure test system, leak down test and verify if any other damaged had occurred. Found coolant system leaking internally and losing pressure.  Coolant is leaking into crankcase, removed oil drain plug to inspect for coolant in crankcase oil, discovered metal particles in oil at that time and lower engine noise "ticking" .  Recommended engine replacement at this time. The coolant leaking from the water pump did not allow the technician to confirm or test any coolant system function or points of engine failure. 

  Customer response

  08/17/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  I have had the vehicle inspected  and their report is attached. 
  ******************************************************************************
  There are other ways to check for engine damage than to replace an auxiliary component of an engine that you suspect is damaged beyond repair  We have taken the sane vehicle to another repair shop and they said the 4Runner is in great running condition and they are also baffled as to why you would replace the water pump.

  
  Regards,
  
  ****** *******

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