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:12/06/2023

  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.

  Truck was taken into Integrity ********* in ***********, ** during mid September 23 for annual inspection and a glow plug change. During this service the maintenance crew claimed that the glow plug was already broken off. This caused a major repair, because the broken glow plug fell into the engine . The service provider had the car of nearly 3 weeks, removing the engine block and the truck's cabin. After over two weeks I finally got to pick up the truck and the inspection, had not been done. I had to come in for an additional time to ge9t the truck pass inspections. Integrity care care charged us over 3, 900 dollars for this. They also sold us a warranty at this point that covers the work previously done and additional issues for 2 years or 24, 000 miles. A little over 2 weeks after the pick up , the truck broke down on 10/28/23. on the side of the road with fuel leaking everywhere. The truck was towed back to Integrity on that Saturday under warranty. Integrity is giving us the run-arounds ever since and still do not have truck fixed. They keep telling us that they are driving it around for test drives, but it doesn't drive right yet. However, when we get there to get something out of the truck, the battery is dead and you cannot even open the door. How do you drive a truck that is not having a battery charge???? They are continously promising a day when the truck is supposed to be ready, but then make up another delay, such as, ordering another part, It has been six weeks of run-arounds. I believe strongly that the staff is not capable to fix this diesel truck and that they did more harm, whether on purpose or by accident. Now they just do not know how to fix it and pretend to hold off with excuses. When we call for updates, they give us the run-arounds, tell us the person that would know is not there, but will call us back , This damage was clearly created by the work they done to my truck the first time. Now, Integrity doesn't have certified diesel mechanics to fix it and is just trying one thing or the other, feeding me excuses instead.

  Business Response

  Date: 12/19/2023

  We have the truck still at the shop and repair has been authorized buy *******************. The repairs on the first repair involve the cylinder head and the repair that is needed is dealing with the high-pressure fuel system that is very well documented by GMC/***** as being a problem with these trucks. They have lawsuits and TSB out on the high-pressure pumps failing here is a link to a article on it. GM Duramax Diesel Fuel Pump Lawsuit Certified In 7 States (gmauthority.com). We are working with the customer on price and trying to be as helpful on the repair as possible and we definitely understand the frustration, but this is not related to the first repair, and we are helping on the repair as agreed with ********************. Again we understand the frustration and we are helping with the repair on the ticket side as much as possibile.

  Website.

  Federal Judge *********************** Argument that Fuel Pump Defect a "Mere Inconvenience" (prnewswire.com)

  LML Catastrophic Pump Failure Common Problems | Diesel Tech Magazine

  2013 LML Fuel pump failure after **** miles of ownership! | ***** and GMC Duramax Diesel Forum (duramaxforum.com)

  Customer Answer

  Date: 02/11/2024

  The problem is still not resolved. Only after we completed the BBB complaint did the shop even consider to start working on it. They also had the manager state that now that we have a BBB complaint, he might not be willing to help with the costs. He stated several times to my husband *************************, that he would waive all labor fees and only charge us parts. After continuously pressuring and stating that we are no longer wish for the shop to service our truck and that we would have it towed to another shop, the manager **** arranged for the truck to the placed into ************ of the shop. The truck was promised to be completed over and over again, and then delayed. Only after Christmas, when we gave them a deadline to pick up the truck, did they start working on it. Finally, on December 30, 2023 the truck is ready for pick-up. It is a Saturday and **** stated that we can pick it up right before closing time, which is noon. I arrived at the shop at 11:45am and the truck is still being worked on. I had to wait for another hour. In the meantime, I get checked out by ************** (**** the manager is off that day) and he charges me $10,587.46. This includes all labor and parts, plus upcharges. I am also getting charged for two brand-new batteries $430.12. I disputed the charges right there in the store and wrote that on the bill and had ************** initial next to my dispute statement. I had to pay the full sum as TX allows car service places to put a lean on the vehicle if not paid in full. I needed to get my truck out of that shop to prevent them to do further damage to the vehicle. As soon as I got into the truck, I noticed that the entire floor board was wet with standing water, as if the truck was left outside with the windows rolled down. I also had immediately warning lights of "Oil Filter Change" and "******* Trailer Brakes" coming on (See pictures). Several letters on the display also did not work anymore, a sign that the shop messed with the electric wiring of the truck. At home we opened the hood and noticed that the old batteries my husband bought 2 years ago at ********** auto parts were still in it. I had been charged for new batteries and labor to put them in and they sent me home with my old batteries, which were dead. The next day we had to charge the batteries before we could even start the truck. On January 4th we drove the truck over to the ********************************* ******* center for a whole diagnostic check. The *** service center found a bunch of faulty diesel work and electrical defaults that were caused by Integrity. The truck was leaking diesel when started and they found that all of the fuel lines Integrity worked on were not tightened. Some of them were loose by 2 whole turns, causing diesel to leak. *** kept working on the issues for two weeks to make the truck drivable. I also had to purchase two new batteries again. I had to pay an additional $2,179 for the service at *** to get the truck back into a safe drivable condition. Integrity is also promising since 1/2/24 that they would reimburse the labor charges to my credit card. Until this day, not charges have been reimbursed. My husband spoke with manager **** twice about it and he keeps on lying, stating that charges have been reverted and that he even has a transaction number, which he is unable to give out. Integrity car care is taking advantage of customer and lying to their face. I would like the BBB to help get my money back for this unprofessional work and check the business for valid mechanic licenses.

  Customer Answer

  Date: 02/24/2024

  I am rejecting this response because:   The original repair was caused by the mechanic breaking two glow plugs off in the cylinder. I worked with then because I needed the truck back but the shop should have owned up to the mistake. After the repair the truck started leaking fuel. The truck was towed to the shop and they stated the fuel pump had failed. I discussed the repair with the shop and since they had disconnect the fuel system that they would warranty the repair. I never authorized repairs not covered by warranty. They told me on multiple occasions that they completed repairs but another problems developed. They stated that an oring needed replaced, trash in the lines, bad new fuel pump and the list goes on. However I noticed the truck never left the parking spot outside. On the day they told me that they test drove the truck, I swung by to pick up an item out of the cab and found the batteries were dead. I spoke with the manager that if they were unable to complete the repair then I would take it to another shop. He stated that they were capable and that they had submitted the repair to the warranty company and were waiting for their response. After being told another excuse, a better business complaint was filled. The manager called me and told me that we have a problem since I filed a complaint. I stated that if I did not remove the complaint that the treuck was not going to be repaired. I told him if he fixed the truck I would stop the complaint. After getting another excuse I called the warranty company about moving the truck to another shop. The warranty company stated that they only handle repairs that are not completed by the shop. The shop is responsible for in house repairs. This was not what the manager stated when discussing the repair. He stated that it was pending. I was tired of the excuses and went to the shop to have my truck towed to another shop:however, they had pushed the truck into the shop and removed the cab. The manager agreed to have the truck repaired by the end of the week and he stated until the warranty claim is approved that I would just cover parts. My wife went to the shop on the agreed upon date and they stated that they were finishing the truck. The clerk came to my wife and told her that she could pay and they would leave the truck in the parking lot for her to pick up later. The clerk wanted to close shop. My wife stated she could wait. She was required to pay full price even ***** we had agreed to cover parts unitl the warranty claim was approved. My wife entered the truck and found that there was standing water in the front floorboards. When she drove the truck hom the trailer brake light and fuel filter warning light come on. The instrument panel letters were also not lighting properly. She drove it home. I called the manger and told him I needed a detailed list of the parts and repairs. The manager stated that I would be refunded the money and gave me a detailed part list. The parts were not ordered until the end of December which confirmed that they had not been telling the truth about the repairs. I took the truck on a test drive. As I was driving on the highway, I noticed issues. I took the truck to the nearest repair facility and they checked the truck. They found the bad batteries, multiple loose fuel line connections, and broken wires on the fuse block. I informed the shop and the manager told me the original claim was denied by the warranty company but I told him I spoke to the insurance company and they told me that they did not cover warranty repairs completed by the original shop. The repairs are covered in house. The manager stated he would have to look into that claim. After multiple attempts to get my refund, I asked the manager for the owners number. The manager would not give me the number but stated he would have him call me. I still have not received a call or refund. A full refund is not unreasonable for both repairs. To cap this off. I never signed any authorization for any repairs and only authoried warranty repairs.

  Customer Answer

  Date: 04/04/2024

  Better Business Bureau:
  
  I am rejecting the offer to use BBB arbitration to resolve this dispute,complaint ID ********.
  
  I am rejecting this service because: The business has not responded besides the initial response and I am not negotiating for less than what has been promised by the business in the first place. I feel that BBB needs to make more in depth attempt to contact the business other than via an email through the complaint threat. If I take the business to small claims court, I can claim additional damages that have occured due to the loss of vehicle use and the follow up repair work that I had to pay for after I finally got the truck back from Integrity due to their sloppy work performance corrective mechanical work had to be done to get the truck running. I continue to demand a refund from the business. 
  
  Sincerely,
  
  *****************************