ComplaintsforDurand Automotive Center LLC

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car into Durand automotive on three separate occasions in January of ******************************* February. My windshield wipers had stopped working so I brought my vehicle in for them to diagnose the problem and to fix it.. they came to the conclusion that it was a wiper motor that was bad and needed to be replaced. They gave me another date to come in in which they would have the wiper motor after they had ordered it previously only to find out it was the wrong motor and had to come in another day. Finally after bringing it in and replacing the motor the wipers did not work right and after paying an $800 bill they sent me home and said I would head to make an appointment to check out why the problem was existing. So I brought my car back in on a later date and they checked everything and found a couple different things but not the exact problem and I'm still left with the same issue after paying another $150 only to be left with my wipers still not working and the employee giving me a hard time and being very rash and rude after asking her why they still were not working or functioning properly. Now they were telling me that I have to come back to to another visit that will cost me another $1,000 and I'm still left with the same issue of my wipers not working properly and obstructing my vision so I cannot see properly out my front window to drive.

  Business response

  02/08/2024

  the customer states the wipers stopped working and the customer wanted us to diagnose the concern. The customer chose to wait that day and was here for 3 hours to be only charged for 1 hour of diagnosis. After testing we found the washer pump not working, the washer bottle was cracked and leaking, and the wiper motor was shorted internally on the ground side of the terminal connections. Parts were authorized and ordered. Parts delivered from dealership were inaccurate causing customer to reschedule for correct part repairs. Upon the next repair visit the wiper motor, washer pump and bottle assembly were installed and during the retesting procedure the washer regained function and the wipers regained function but would only work on high position and the horn operation became erratic. Before this the customer had no operation of anything. The Wiper settings and the horn are not controlled by the wiper motor so the customer was informed additional diagnostics would be needed to correct the wiper setting and horn concern. The customer rescheduled to have the testing procedures performed again was here for another 3 hours and only charged for 1 hour of diagnostics and the technician found walnuts and rodent damage to a ground wire located under neath the battery and fuse box. The tech repaired the damaged wires on the harness and all wiper speeds returned and the horn regained proper function, however the wipers exhibited a low speed and park setting fault. During this Testing procedure we found the failure for low-speed setting and park setting to be an internal failure in the combination multi-function switch. This will require the multi-function switch to be replaced to correct the wiper park and low setting fault concerns. The customer failed to understand how all the components on this system work with each other and that when a vehicle comes in with more than one underlying concern it will result in more than one repair to correct them all. The Customer was rude with the manager when she expected all her problems to have been corrected with one repair even after thoroughly explaining every diagnosis and repair estimate that was given and authorized by this customer through the entire repair process. 

  Customer response

  02/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [It was not explained to me thoroughly, the full extent of my problems and I was not told the last time I had it there that my wipers would stop in my view, and I also was not told that my warning lights were disconnected. When I made the comment that the windshield wipers still weren't working ***** got very rude in answering me and I did not feel I could carry on a conversation with her anymore. I was not rude at all and I will not be disrespected for asking a question, or be taken advantage of. I'm paying for a service, for which I cannot do myself, and expect respect and an explanation when I ask for one, not an attitude!
  
  Regards,
  
  ***************************

  Business response

  02/12/2024

  During the visit in question the customer was not present for the repairs. The customer had her brother wait for the appointment to be completed that day. After the parts were installed and the technician discovered the other underlying issues during the retest and the brother waited here for an additional 3 hours to allow ************** to retrace the steps previously performed that lead to a motor failure to ensure the part supplied was not bad and that the concern was not misdiagnosed. The customer was not charged for these procedures. The discovered failure was translated to the brother in person, who then contacted the owner ****, and the failure was then described to her over the phone. Both parties were aware of the situation and were instructed that another appointment would be needed to continue to diagnose. The brother paid for the initial repairs with the owner's credit card and then the owner **** contacted us at a later date to set up the third appointment that led to the discovery of a faulty multi-function switch to which the customer is now not happy about. 

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