Complaints

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• Initial Complaint

  Date:02/28/2023

  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.

  On January 13th we took our car in for repair. They said the engine was blown and needed a replacement. We paid upfront for the replacement engine and work already done. They have had our vehicle for 7 weeks now and still have not completed the work. We have been given various finish dates and have past every date given. They told us today that they haven't even taken the old engine out yet and refuse to give us a finish date now. They have used various excuses for the past dates given. They are aware that this is our only mode of transportation from the beginning. We are in our 60's and are on disability and retirement. We cannot get to dr ***** prescription pickups, or get to businesses for food or necessities. There isn't any other form of transportation in our area and we don't know anyone for rides because we are fairly new to the area. Is there anything that can be done to get our car back in a timely fashion?

  Business Response

  Date: 03/20/2023

  1-***** Invoice- for diagnose fee , and replaced spark plugs, Recommends Engine Replacement 

  
  

  1-12-23 Invoice- Customer paid for Used Engine 

  
  

  1-13-23 Engine Ordered

  
  

  2 Engines were sent to us due to first engine being bad

  
  

  Not a local engine, Came from another State so came in on a freight truck and with that being said it took a while to get here 

  
  

  1st Engine was inspected Feb 3, 23

  and found engine was bad 

  
  

  Company let us know Feb 10, 23 that the 2nd Engine 

  Estimated time of arrival is Feb 15, 23 

  
  

  Im ***** @ Auto Addictions. I want to explain what happened. A man named ********************* called our shop

  told us his vehicle wont *** , he had it towed to our shop. I looked at vehicle and scanned it , it showed multiple misfires and wouldnt stay ***ning so I told him that I suggested to replace the set of spark plugs as a starting place and thats what we did. After replacing the spark plugs the vehicle stayed ***ning but still had a bad miss so I rescanned it and it showed a misfire on number 4 cylinder so I talked to the customer and told him Id have to do further diagnosing of the vehicle, I did a compression test on number 4 cylinder and found no compression so I did a cylinder leak down test on engine, found that it was leaking a lot of air out of the exhaust so pulled the valve cover and found it had dropped a valve so I told customer I recommend to replace the engine. 

  So we called about a used engine and customer wanted it 

  They told us that they didnt have another vehicle so 

  we sent our helper to go pick them up to bring them to the shop to pay for the engine and didnt charge a service fee to pick them up or carry them back home.

  We explained to the customer that we do our Major Repairs after hours and that we stay over when we can, major repairs takes a while to do.they agreed to that.

  It took a while for the first engine to get here and when it got here we inspected it and found it was a bad engine so called the customer to let them know the engine was bad and wasnt gonna use it in their vehicle so we called the company to let them know engine was bad and company let us know Feb 10,23 that the other engine would be shipped out. Said estimated time of arrival was Feb 15, 23

  Kept the customer informed about this. 

  Customer kept asking for a time for it to be done and 

  at one time I told him Id try to have it done but in mechanic work you never know whats gonna happen so cant give a definite time of completion.so I never gave a time for it to be done. I needed to wait to get the other engine here and inspected before  pulling the old engine out because I cant tie up a work bay because of other work needing to be done and also there was nothing to hold the transmission up in the vehicle. As I started working on the vehicle I noticed that it looked like the vehicle had came from up north because I seen rust underneath the vehicle which I knew would take extra time to get the bolts out so i had my wife to call the customer to tell him it would take longer due to the rust. In our area there is other transportation but I feel like if you know that your vehicle is gonna be in a mechanic shop for a major repair other arrangements 

  should be made or a back up vehicle of some kind. Letter date said Feb 28, 23 and vehicle was completed and picked up March 2, 23 which is 2 days later. So if you think about it, engine was ordered Jan 13 , 23 and it was somewhere around Feb 2nd before we got the 1st engine and feb 3, 23 it was inspected and found it was bad. And theres 28 days in February and 2nd engine estimated time of arrival was Feb 15th vehicle was ready for pickup March 2,23

  Major Repairs takes a while to do. By them telling us that they didnt have another way to go we wanted to get it done for them as soon as we could but I told them that I have no control over the shipping of the engine but once it got here I wanted to get it done for them. Thats the reason we stayed after hours so we could send our helper to go pick them up so that they could have their vehicle back , we are a Christian *** shop and care about our customers so stayed over where they could get their vehicle. 

  ReplyForward

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19506669
  
  I am rejecting this response because:
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/24/2023

  The issue was mostly resolved with the BBB involvement. After filing the complaint, Auto Addictions finished our car within 4 days of the complaint. I feel that without the BBB involement... we would still be without a car.

  The response ************** sent was full of untruths. when we agreed to the engine swapping in our car, we were told it would take about 1 to 2 weeks and they would work on it after hours in addition to regular work hours. We were NOT told it would be an ONLY after hours job. We did call every 7 to 10 days for udates because we were not recieving updates from the shop. When calling...we would be told a completion date that was the following week each time. We would have never agreed to this engine swap if we were told an undetermained ammount of time. Especially since we were new to the area with no one we knew to give us rides. We also knew there was not any type of alternate transportation ( such as Uber or or taxi or public transpotation in our town. They were also very much aware that we had moved from ******* area so rusting was expected. When picking up the vehicle upon completion....we had asked about the warrenty on the work and the engine. We were told 90 days on the work and 5 years on the engine. they refused to provide a written ******** and only said to call them with any problems.

  In conclusion.... I would highly NOT reccommend this business to anyone. They claim they a ********* ran shop yet their response is full of untruths and they simply DO NOT show any concern for us as customers. 

  Customer Answer

  Date: 03/29/2023

   
  Date Sent: 3/24/2023 5:44:47 PM
  

  The issue was mostly resolved with the BBB involvement. After filing the complaint, Auto Addictions finished our car within 4 days of the complaint. I feel that without the BBB involement... we would still be without a car.

  The response ************** sent was full of untruths. when we agreed to the engine swapping in our car, we were told it would take about 1 to 2 weeks and they would work on it after hours in addition to regular work hours. We were NOT told it would be an ONLY after hours job. We did call every 7 to 10 days for udates because we were not recieving updates from the shop. When calling...we would be told a completion date that was the following week each time. We would have never agreed to this engine swap if we were told an undetermained ammount of time. Especially since we were new to the area with no one we knew to give us rides. We also knew there was not any type of alternate transportation ( such as Uber or or taxi or public transpotation in our town. They were also very much aware that we had moved from ******* area so rusting was expected. When picking up the vehicle upon completion....we had asked about the warrenty on the work and the engine. We were told 90 days on the work and 5 years on the engine. they refused to provide a written ******** and only said to call them with any problems.

  In conclusion.... I would highly NOT reccommend this business to anyone. They claim they a ********* ran shop yet their response is full of untruths and they simply DO NOT show any concern for us as customers.