ComplaintsforProcter Automotive, Inc.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 25th, 2022, I brought my Infinity G35 into Procter Automotive to look at my throw out bearing because it was beginning to screech when depressing the clutch pedal in. I paid a diagnostic fee in order for them to take a look at the issue. Other than the bearing screeching, the car still drove correctly. Procter Automotive checked the vehicle and diagnosed that the clutch bearing, slave & master cylinder, pressure plate and transmission front cover would need to be replaced. When given back the car on August 21st, I was told that the clutch pedal assembly would need to be looked at since the pedal was loose. The clutch was not engaging until practically touching the floor. The gears were hard to shift into. The check engine light was on even though previously it wasn't. On August 26th I left for deployment so there was no way I was able to bring my car back to Procter Automotive to re-check what was done to the car. The car sat in Dyess AFB parking lot untouched until I returned to base March 8th, 2023 in which I needed to use my car to get to and from work. I called Procter on June 1st regarding the condition of the clutch and how it was not functioning correctly. I was told that I would need to pay a diagnostic fee. I refused to pay the fee because of the condition it was left in, therefore I decided to take my car to Clark Nissan Dealership. The dealership found issues with the clutch system and informed me that there was previous faults with the clutch system. The car was fixed and adjusted correctly by Nissan Dealership at which they informed me that the previous system was incorrectly installed. I have documentation stating this. After the job was done, I called Procter Automotive to see if there was anything they can do to mediate. They questioned what the cause and issue was. I informed them of all the faulty issues the dealership found in which I was deflected away. They told me the issues my car was having did not reflects the mechanics labor .

  Business response

  06/14/2023

  When the vehicle originally came into the shop on 07/25/2022, we informed the customer that the Check Engine Light was on. It was also noted that the vehicle was missing one lug nut off of each wheel when the vehicle arrived. The customer declined looking into the check engine light and didn't want us to do anything with the missing lug nuts. We did replace the clutch disc, pressure plate, slave cylinder, master cylinder and the front plate on the input of the transmission. We did not remove or do anything to the flywheel. When the customer called in the beginning of June he told the service writer that he had a Check Engine Light on. He did not say anything about a clutch issue. That is when the service writer informed him that there would be a charge for checking the Check Engine Light. We never charged him previously for checking the Check Engine Light. I have attached the the original ticket that shows that the customer was informed of the Check Engine Light at the time the car came in originally. 

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'd originally taken my vehicle to Procter Automotive in hopes that they would repair it. I explained my issues to them as follows. I informed them that when I crank my car up first thing in the morning, it would not stay on, while driving my vehicle, it also turns off in the middle of me driving it, when I tried to accelerate, my car would make a really loud noise, but would not actually be accelerating at the time. My car would jerk a lot in the middle of me driving it as well. After explaining all of these issues to Procter Automotive who is advertised as specializing in repairs on foreign vehicles, they informed me that the reason why my vehicle was doing all of these things was the radiator hose, and the air intake from the intercooler to the throttle. After telling me that this was the reason for my issues, I was then given a cost of $1427.83 to repair all of this. By this time, I'm like wow! That's a lot of money, but if this will fix my issues, then let's do it! So I dropped my vehicle off on 12-27-2021, then picked it back up on 12-28-2021. I drove my vehicle for approximately 2 days when it started to do the same things all over again. Everything that I listed above started happening all over again, but even more issues arose than before! When I called Procter Automotive to inform them of this, they told me to bring the vehicle back that following Monday, which would have been 01-03-2022, and also was the soonest date they stated they were able to get me back in. Well I unfortunately was not able to make it first thing Monday morning due to a hearing I had for my son, so I contacted Procter Automotive right away to let them know that I would still be able to bring my vehicle, but now I needed to drop it off at a later time due to my son's hearing. They then informed me that they would not get around to look at the vehicle until the following day 01-04-2022. I informed them that I would just bring that morning. I ran out of space!!!

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2022/01/21) */ When the vehicle first showed up to our shop on 11/11/2021. The customer stated that the Check Engine Light was on and that the vehicle would cut out and make noise when accelerating. Which the customer stated happened after being rear ended by another car. She had contacted her insurance company to file a claim. Upon initial inspection the vehicle would barely start and ran extremely poor. The vehicle was low on power and you could hear noises from the engine compartment. When we inspected the vehicle we did not find any damage from a wreck, nor did the insurance adjuster. We however did find that the intercooler pipe that connects to the throttle body was broke in half. Which is a common issue. Which would cause the loud noise and lack of power and acceleration felt. We also found that someone had tried to repair the upper radiator hose tee and it was leaking. So we priced the upper radiator hose and the other hoses that tee off of it. To repair the hose correctly. The customer at that time did not like that the insurance company was not going to pay for the repairs. She declined the services and picked up the vehicle on 12/13/2021. After a week she brought the vehicle back and decided to fix the vehicle. She dropped off the vehicle on 12/21/2021. We ordered the parts and did the repairs. The vehicle started good and drove good after completion of the repair. The vehicle was picked up and was good. The customer called a couple days later and said that there was still an issue. We got it on the schedule for the next business day which was Monday 01/03/2022. She did not make her appointment that day. We told her to bring it the next day. When she was driving to the shop the morning of 01/04/2022 the vehicle died in the road. We sent our shuttle driver to pick her up and take her wherever she needed to go and called a tow truck to pick up the car and bring to us. When the vehicle got to the shop we checked it out and found that the vehicle had no electrical power. We found that the serpentine belt had shredded. Which stopped the alternator from charging the battery. The vehicle has an oil leak which appears to be coming from the oil filter housing. The oil has been apparently leaking onto the serpentine belt and had swelled the belt till it finally failed and shredded. We contacted the customer to let her know what was going on. She wanted us to fix the vehicle for free. We stated that it was not related to the repairs that were previously done and that it would not be covered. We did not do anything with the belt and was not even in that area. The belt, oil leaks and intercooler pipe are all very common issues with BMW vehicles. We did not charge for the tow service to get it to the shop. We are not responsible for a failure to a part we did not service or touch. Consumer Response /* (3000, 8, 2022/01/25) */ "On 01-04-2021 I was on my way to drop my vehicle off to them when my vehicle shut completely down and would not crank back up. I called Procter Automotive crying hysterically because I was scared and stuck in the middle of the road. They sent a guy to come pick me up and take me to work. They then took my vehicle back to their shop to try to determine why it turned out and would not crank back up. They called a few hours after taking my vehicle to inform me that there were other issues outside of the issues I'd originally had, which had caused my vehicle to turn off and not start back up. I explained to them that when I'd originally taken my vehicle to them, it was running, it was putting, and would turn off in the mornings when I tried to crank it, but it had never turned off and not cranked back up. I explained to them that I heard them loud and clear with all of the new issues, but I then asked them what were they going to do about the previous issues I'd had. They told me that they'd fixed my previous issues. I told them that just because the car seemed fine when they "test drove it" didn't mean that they'd fixed the issue. I had not a thing to lie about. I just wanted my vehicle running correctly after paying so much money out of pocket! After realizing that they weren't going to try to resolve the past issues in a fair manner, I contacted a tow service to have my vehicle picked up and taken back to my place of residence. A week or so later, I'd called them again after reaching out to different people for suggestions on what to do, and asked them if they'd had a 30 day warranty for their services, and if so could they honor that and at least attempt to correct the previous issues that were never resolved since I was still inside of the 30 days. ***** did not answer my question directly, but rudely stated that they would rather not service my vehicle! I explained to ***** that this seemed a bit unfair being that they never completely resolved the issue. I explained to ***** that my vehicle may have potentially been mis-diagnosed. ***** stated that it was highly impossible to mis-diagnose a radiator hose, which may be the case, but my car was misdiagnosed! The radiator hose did not resolve the ACTUAL issues that I was having if I was still having the issues after the radiator and the intake both being replaced. I thanked ***** for his time ( call was recorded) and disconnected the call. I did not expect ANYTHING to be done for free! I just wanted them to actually fix my car as I asked. Insurance did not cover the damages, but the claim is still open in case it is determined that my damages were a result from the auto accident. I still paid out of pocket because I needed a reliable means of transportation. I spoke with the manager as well, and he was worse than the service workers! He told me that If I would have just "googled" then google would have told me that "BMW'S" always have these issues! I felt like I was taken advantage of as an uneducated female with no mechanical knowledge or experience. I had no one there with me to help ask questions that probably would have made a big difference! Again, I never wanted anything done for free, I just wanted things to be done the right way. They tried to make it out like my vehicle was broken completely down, and it was not. It had the issues that I'd expressed previously, but it was not as bad as it had gotten after they supposedly repaired it. When I took my car to them with the issues that I was having, never once did I say that my car won't crank over, and now it won't! They have all of my history in their system. When I picked my vehicle up on 12-13-2021, I drove it off of their property with no issues other than the issues they were already aware of, so I am highly confused as to why after repairing it now it won't start!"

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