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:08/12/2024

  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.

  My neighbor referred me to this shop, but unfortunately, I did not have a great experience feel like I was robbed $908.34. When I went to the shop, I was very clear on what I was asking for which was to verify the Valvetronic Actuator and Turbo issue that was identified by ***. I worked with **** ********* who provided me the cost of doing a diagnostic which I agreed to. The first day 7/19 he had the vehicle from 7AM but he was unable to get the diagnostics completed because he indicated he had to start late but due to needing the vehicle for work the next day we had to pick up it up and agreed to finish the diagnostics the following week, at this point, I paid him $81.50 for two hours off labor work that was performed. Drop the vehicle off the following week 7/25 and **** indicated he was able to fix the starting issue. The bill came to $928.34, which included a $20 fee for a state inspection. The minute we drove the vehicle home the issue immediately came back. Spoke to **** on Monday and recommended bringing the vehicle back on Friday 8/5. Dealt with ****** ******* the general manager who was very unprofessional as it relates to ***************** I went back to the *** dealership because I felt I could no longer trust what was being told. During my exchange with Mr. ****** to get all the paperwork on what was done and how did they get to the conclusion that I needed to replace the interrogated supply module even an email was very unprofessional and told me if I needed to find out what was wrong with my vehicle to take it back to ***. On 8/5 was told Mr. ****** wrote not to service the car. This is a breach of contract because **** indicated on the paperwork if the problem persisted, I needed to take it back. I wrote the president ***** ******; to hopefully get the situation resolved and my email was ignored. I tried calling the shop before I filed this complaint, but my calls are not being answered. I hope the team can help me get a resolution.

  Business Response

  Date: 08/26/2024

  see attached

  This is in reference to complaint22130864 First off I apologize for the inconvenience of this complaint. The car has / had multiple issues. We like to address what we see as wrong first, then re-check if needed. This car had 12 engine electronics fault codes. Thats like coming to a stop sign with 12 different streets to turn on. We assessed the faults and testing, we determined to start with replacing the integrated power supply module. Car started just fine, numerous times here at the shop. When the car came back, we experienced the car had insufficient battery power and we had to hook up a battery charger just to pull diagnostic faults. We found no faults. Tested and found the battery rated at 900. Ranking amps, but only had 209 cranking amps. So again, first step is to get a know good power source (battery). Customer declined replacing the battery and picked up the car. after that the customer said they took the car to the dealer and believed or battery diagnosis was wrong. I suggested she let the dealer complete the diagnosis and fix the car. Customer also told me the check engine light had never been on, but it clearly stated on our work orders and invoices I will also resend the rest of the diagnostic paperwork ****** ************

  Customer Answer

  Date: 08/31/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was very specific and clear with what I was advised by the dealership as being the problem and asked for them to verify the information. What is not being addressed is first of all the fact that a part was replaced and it was stated they fix the issue but after picking up the vehicle same day the same problem existed, and they were aware of this and advised to bring it back for a third evaluation. At no point was a battery issue identified through the diagnostics that was performed. If they had properly performed a diagnostic test why wasnt the battery issue addressed. Secondly, they are not also addressing the fact that it was also written on the statement that if the issue came back to bring the vehicle back and they would correct it and I was informed they no longer wanted to take accountability for not fixing the first problem. Finally, at no point did we ever state there was a check engine light because that was never the case throughout this entire ordeal, which is why I was having the issue with the dealership because nothing alerted us to the problem. I must also point out that they made a lot of assumptions as in the manager that we dealt with assumed the vehicle was not dropped off until after 2 PM because thats what he saw on the ticket without knowing the vehicle was dropped off at 7 AM in the morning. The manager also assumed just because he saw a Jumper cable in the vehicle that there was a battery issue already identified which was also an inaccurate assumption because the jumper cable was a gift to have in the vehicle that can also be used as a charger for any device. The bottom line they charged over $900 for fixing an issue that was never present, and they never corrected the problem, even though it was stated that they did. 
  
  Regards,
  
  ******* **********
  
  
  
  
  

  Business Response

  Date: 09/24/2024

  Im not sure what the complainant is asking for at this point. I tried to refresh my memory, but evidently the invoice is or was not in her name.  The car did have check engine light codes, that is the 12 fault codes we referred to.  With electrical issues, it may never be the first thing you try and that is written on the ticket.  We recommended a battery and she declined.  She does not believe in our diagnosis, so I prefer the dealer fix it.  At this point, do we even know the car has been worked on or fixed?   My technician chooses not to re-look at the car for the extremely strong odor of marijuana. The part we replaced is still I. The car at this point.  I offered her old part back to her.