Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I paid **** to have the water pump and thermostat housing replaced. I picked my car up with oil all over everything under the hood. Drove it home about 3 miles seen leaking & took pictures and immediately sent to owner of mechanic shop. Drove it about 15 miles and the engine wouldnt start and when it did it felt like it was going to jump out the hood. They towed my car back to their shop and had it almost a month before telling us our camshaft went bad. We had it towed to *** dealership from their shop. *** did a diagnostic of the other mechanics (E&R) work and beyond staring the water pump and thermostat had not been replaced. Pictures and videos show you thats its old and ******. *** mechanic also said that during the diagnostic they discovered the water pump has a short in it that was causing my car to run hot. How, if it has a new thermostat and water pump according to E & R automotive? We asked ****** the owner at E&R for proof of purchase of the water pump and they refused to show us. They said they would honor their warranty and replace the water pump. However, according to *** mechanics and from the visuals they never changed it to begin with. Possibly causing our engine to run hot and further damage. If not, intentionally causing damage, so that we wouldnt care to realize our water pump was never replaced. Despite paying 2,008$ to have it fixed. E&R dont want to give us our money back. Nor do they want to show any pictures or proof of purchase.. proving they did replace our water pump. Nor do they want to even consider that not doing so cause damage to our engine. Our car barely had over ******* miles on it. ****** from E&R also refused to see the notes and pictures from *** diagnostics performed and even stated that *** was liars. I have all pictures and receipts to back this all up. ****** was also rude and refused to make sense of any of it, as well as laughed on the phone when I said I would get an attorney. Right before he hung up on my face.

  Business Response

  Date: 08/30/2022

  Customer complained of vehicle overheating and a coolant leak and dropped the vehicle off at our shop for diagnostics.

  The Technician then recommended replacing the water pump, thermostat, and hoses. We then notified the customer of the issues and recommended parts. He gave us permission to do the repair and we ordered the parts from OReillys and AutoZone. When the parts arrived the same technician who diagnosed the vehicle did the repair.

  
  The customer never came in to request proof of the parts, he only called stating that the *** dealership was recommending the same repair we just completed.

  
  I have attached copies of the parts invoices.

  Customer Answer

  Date: 08/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me. We called and spoke to the owner ******. We have it recorded where he clearly said he was not showing us receipt of purchase that it was for his records and didnt care to see what *** had to say. We wanted to only see the part number that Auto zone told us would be on the reciept. Because according to *** and as u can see in pictures the water pump is old. We had it had the shop with them the entire time and had it towed to ***. ****** did say he honor his warranty and change the water pump. That is not the issue. The issue is our engine ran hot after they claimed to fix it causing possible damage to our engine. According to *** our water pump was never replaced. So why would we allow him to replace a water pump now that our engine is damaged and when *** clearly told us and sent us video of how old the water pump was. We didnt pay *** to remove the pump so that we could get the part number of what is currently on our car. The only way I would allow them to honor the warranty if they agreed to let us witness the pump being removed so we can see that the pump matches the part number on the receipt of purchase they attached. How do we know they didnt take the part back for a refund after purchasing it? Trust has been broken. My only concern is proving *** wrong if they was wrong. The only way I see doing so is by allowing us to watch them remove the pump and show us its the same part number to the new one they replaced. 
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 08/31/2022

  Complaint: 17681006
  
  I am rejecting this response because:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me. We called and spoke to the owner ******. We have it recorded where he clearly said he was not showing us receipt of purchase that it was for his records and didnt care to see what *** had to say. We wanted to only see the part number that Auto zone told us would be on the reciept. Because according to *** and as u can see in pictures the water pump is old. We had it had the shop with them the entire time and had it towed to ***. ****** did say he honor his warranty and change the water pump. That is not the issue. The issue is our engine ran hot after they claimed to fix it causing possible damage to our engine. According to *** our water pump was never replaced. So why would we allow him to replace a water pump now that our engine is damaged and when *** clearly told us and sent us video of how old the water pump was. We didnt pay *** to remove the pump so that we could get the part number of what is currently on our car. The only way I would allow them to honor the warranty if they agreed to let us witness the pump being removed so we can see that the pump matches the part number on the receipt of purchase they attached. How do we know they didnt take the part back for a refund after purchasing it? Trust has been broken. My only concern is proving *** wrong if they was wrong. The only way I see doing so is by allowing us to watch them remove the pump and show us its the same part number to the new one they replaced. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/06/2022

  Unfortunately, there are no part numbers stamped on aftermarket parts, so removing the water pump to look for part numbers will solve nothing. We purchased these parts and installed them. We already submitted the parts invoices as proof. We can talk to the parts managers in person to verify that the parts were NOT returned for a refund.  

  
  Also, we spoke to the *** tech that did the diagnostics and he confirmed that he did not do a full diagnosis to verify if the water pump was old or new. He just assumed that the water pump was old due to the extensive oil leaks that the engine has, which covered the water pump in oil.
  

  According to ***, with further diagnostics the *** tech found the same internal engine damage we found and recommended over 15K in repairs. Which then you denied and just paid *** for the diagnostics charges and towed the vehicle from the dealership.

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. We have a detailed video of the *** mechanic clearly stating it was an old pump because it was so dirty and u can clearly tell nothing had been removed to be replace. And of course we was not going to oayn15 K for engine damage!! You just stated that *** told you that out water pump that yall supposed to had changed already was having the same short as when it did when we took it to E&R initially.. once again we drove it 9 miles total before our engine locked up or whatever its called. After yall changed the water pump! We never drove it again! We had it towed from ***** to *** for that reason! You want to point out there was oil leaks but when wr initially took yall our car and picked it up from having the water pump and thermostat changed I have you on video ****** the owner telling me when I asked if there was any other leaks *** ****** clearly stated that it was a good car! Til 9 miles latter the same day we called ****** and sent him pics of the leak still! It was still leaking coolant!! After yall supposedly already changed the water pump! You made u was it cause of the 4 day holiday. Memorial Day! Then we still waited two days after that for yall to have it towed back to yalls shop! We have pics of starting mileage and all. Make it make sense! Ive done business with you in the past *** you pulled this same stuff with my impala!! This isnt a one time issue with you. I wish my husband would have made sure to let me know first what mechanic he was taking it too cause he did not know since he was in ******** when I had this last issue with you all.  **** charged me for work that was never fixed according to other mechanic diagnostics.. then **** said it was my ECM that I had to wait a years for the part. I called and found it at the mere exes place. That your son said they didnt have it. **** then replaced my ECM and gave me my old part?! That I had tested and was told was nothing wrong with it! Make it make sense!! Now you have after market parts on my ***?! We didnt pay you for after market parts! Nor did u discuss that with us! Nor would you show my husband a photo of or the actual water pump yall removed! Yall are clearly liars and scammers. Its hard to believe that the owner ****** is that naive to his mechanics! His mechanic is also on phone recording saying he was a *** certified mechanic from ********** and would show proof but never did. We talked to him in his cell phone. We have record of it all. We was trying to ive yall benefit of doubt to right yalls wrong before we pay for this attorney from ******** cause unfortunately no attorneys work those cases or are able to work that case because of there case loads locally.  Say what you want ******! There is no way 9 miles put all that OLD oil that was on the hoses *** pump. When u told us initially there was no other leaks.. also on that same recording you said u out a hose that would cause possible pressure and over heating. That after we brought the car back cause our engine out of no where started knocking and check engine light flashing that was not prior to us taking you the *** til after yall supposedly changed the pump. You was rude *** didnt want to show proof of our part being changed. Your mechanic laed to have taken photos like *** did but yet where are they?!! If yall are not familiar with a vehicle or job then say that! We dont pay yall to figure it out or experiment. How does a brand new pump after 9 miles have a short in it?! How after only 9 miles of driving a water pump is completely oiled down and packed with dirt when it only drove nine miles on cement..?! The pictures and video shows this clearly! Our pans was even missing from other our ***?! If yall took actual photos of yalls work before and after yall could end this discussion?! Why would you not?! Also we called auto zone and O reilys.. they both said that they couldnt discuss if a part was returned with out the purchasers permission. This is ridiculous.. we will take our evidence.. recordings, pics and videos to court for a judge to decide. BBB obviously isnt resolving this. Its for record purposes only. Enjoy ur day!  
  
  Regards,
  
  *****************************