Complaints

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• Initial Complaint

  Date:09/26/2022

  Type:Product 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.

  08/26/2022: I told AutoDoc that my car's A/C is not working. I did brought my car to a Honda dealer and it said mycar's air compressor needed to be replaced. AutoDoc won't take suggestions from other parties.
  AutoDoc said they would have to diagnose the A/C first, then they would start from there. The A/C diagnostic charge would be $265.30.
  08/28/2022: Dropped the car at AutoDoc.
  08/29/2022: AutoDoc said after recharging the AC system, the AC blew cold air for 5 minutes and then stopped. They said the A/C compressor needed to be replaced. AutoDoc estimated $1,132.60.
  08/30/2022: AutoDoc notified the A/C had been fixed around 11:00 am. I picked up the car around 5:00 pm and paid AutoDoc $1,132.60. Then I had to bring the car back to AutoDoc around 5:20 pm, because the A/C blew cool air for 3 minutes only.
  08/31/2022 to 09/08/2022: AutoDoc kept my car to fix the A/C. They said there was electrical wire issue. They brought my car to another shop to replace a chip. There was no charge.
  09/09/2022 to 09/16/2022: The A/C produced cool air only. A/C temp fluctuated between 60 and 77 degrees. If A/C is on, I kept hearing clicking sound while driving.
  09/16/2022: AutoDoc said A/C might have leaks. They said they had added dye to detect leaks. They requested to bring the car back to them.
  09/18/2022: Brought the car to AutoDoc.
  09/19/2022 to 09/22/2022: AutoDoc worked on the car, but they could not determine why A/C was producing cool air only.
  09/22/2022: AutoDoc customer's service rep, Matt P*****, said he would have to talk to his boss about this. Requested me to call back on 09/26/2022.
  09/26/2022: AutoDoc said they could not give me a refund since there is nothing wrong with the A/C compressor. They said initially, the A/C just blew hot air only. The old A/C compressor was not working. There is nothing wrong with the new A/C compressor. They asked me to bring the car back to the Honda dealer.
  

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 9, 2022/11/01) */
  **** called us and asked for a price on a AC compressor, we gave her a price over the phone and she agreed, she said that she went to the Honda dealer and they told her that the AC compressor is bad but that it was too expensive, we double checked and found that it is in fact bad, we replaced and the AC worked fine, a few days later **** called and stated that the AC works for a while and then it stops cooling and starts cooling again, we asked her to bring it in for a re-check, we found that that system was working fine and we were not able to determine the issue. We took it to another shop (******** auto shop) for a second opinion, they also found nothing wrong, we advised **** to take it to the dealer or an electrical shop as it is possibly and electrical issue. She refused and here we are, if it is the AC compressor, we will be happy to replace it free of charge, she has a 24k miles or 2 years warranty on parts and labor. Attached are our invoice and the invoice from the other shop that we paid for diagnostic.
  
  
  Consumer Response /* (3000, 13, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Auto Doc's website (***********************************************************************) lists six signs that a vehicle may need AC service. One of these sign is "The A/C system blows air only somewhat cooler than outside air", which is exactly the symptom my vehicle has when the temperature outside is greater than 80F. The symptoms were described clearly on the envelop when dropping the car on 09/18/2022. From 09/19/2022 to 09/22/2022, AutoDoc could not correct the problems. After paying $1,132.60, I expect the A/C should blow cold air when it's hot outside.
  
  
  Business Response /* (4000, 15, 2022/11/04) */
  When she brought in the first time, we verified that the compressor is not working just as the dealer said, we had to start there before we can see if there are other issues, we could not find out why the AC blows cold for a while and then less cold, that is why we took it to another shop to see if they can find something, the compressor is no longer the issue, both us and the other shop think it might be an electrical problem but we could not verify it. If she wants to bring it for us to recharge the system, we will be happy to do it free of charge, we have a 2 years or 24k mileage warranty at any Tire Pros nationwide, she is welcome to bring it here for a recharge or go to another Tire Pros, but the issue now is not the AC compressor. She went to the dealer before she came to us and they told her the same thing. Even the dealer would have started with the compressor in order to get the system working to see if there are other issues. But she is more than welcome to bring it in for a recharge if she thinks it will help.
  
  
  Consumer Response /* (4200, 17, 2022/11/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  On 08/26/2022, AutoDoc said that they would have to diagnose the A/C themselves rather than taking diagnosis from other shops. That was why on the first envelope, I simply stated "A/C is not working." After diagnosing the A/C ($265.30), AutoDoc also determined the compressor was bad and gave me the total cost. AutoDoc never informed me that they would have to start with the compressor in order to get the system working to see if there are other issues. From 09/19/2022 to 09/22/2022, AutoDoc could not determine why the A/C blew cool air when it was hot outside, and they could not fix the A/C clicking sound problem. This proves that recharging the system does not help, so there is no point to return the car to AutoDoc for the next two years.