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:06/01/2023

  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.

  I bought a 2010 ***** cobalt from them within the first month it was overheating I told them about the problem and they said it was the thermostat which the stated they fixed. Then my car stopped working so I took it back and the radiator was cracked, the water pump needed to be replaced and a seal they stated the repairs would cost $1,300 when it finally was ready they told me the repair cost would be $1,700 and that they already did the repair so I had to pay it. I have had my car back not even 3 months and now my car has a blown head gasket due to overheating. everything that was repaired should have resolved any over heating issues. So here I am a single mom paid over $7,000 for a car that in the short 2 years I have had it I have had to have something repairs multiple times and now its to the point that I can not repair another thing due to them not having the car actually functioning. the new repairs will cost over $1,000 so now I'm forced to get a new car.

  

  Business Response

  Date: 06/12/2023

  On January 22. 2021 ********************* purchased a 2010 Chevrolet Cobalt *** *** *****************, from West Lake Auto Center. At the time of purchase, ***** signed the buyers guide acknowledging that she was buying the vehicle As-Is with no dealer or factory warranties attached to the vehicle. ***** also did not purchase an extended warranty or service contract. At the time of purchase the vehicle miles were 137134.
  On or about February 2, 2021 the above vehicle was serviced at the West Lake Auto Center ****************** and a thermostat was replaced at no cost to the customer, even though there was no warranty or service contract for the vehicle. At the time of the repair there were no other noted issues or complaints by ***** and the vehicle was driven away by ***********
  On or about October 6, 2022, the above vehicle was moved to the West Lake Auto Center ****************** from a neighboring automotive repair shop and it was inoperable. The vehicle was moved to the West Lake Auto Center ****************** which had been agreed upon by ***** as ***** was behind on her vehicle payments and West Lake Auto Center was to maintain possession of the vehicle until ***** caught up her vehicle loan payment.
  Between October 6, 2022 and February 27, 2023, ******* vehicle was at West Lake Auto Center ******************. The vehicle was stored for approximately 5 months and as a courtesy to ***** she was not charged any storage fees, which are normally $45.00 per day.  ***** did make random payments to catch up her vehicle loan. Also during this time, West Lake Auto Center ****************** diagnosed ******* vehicle as ha***g a broken timing chain, which would need to be removed and replaced. 
  In February 2023 an agreement was made between ***** and West Lake Auto Center to repair the vehicle and once the repairs were completed, ***** would pay the shop bill,  pay off her vehicle loan and take possession of the vehicle.  After the repairs were completed, during a test of the vehicle engine, it was discovered that the radiator was also in need of being replaced. West Lake Auto Center ****************** was unable to diagnose the radiator previously as the vehicle was brought to the facility inoperable and there were no signs of a faulty radiator. ***** was made aware of the need for the radiator and advised that the shop bill would be increased due to the cost of the radiator and its installation. ***** agreed to the additional repair. At this time the vehicle miles were noted to be ******, showing that ***** had driven the vehicle a total of ***** from the time of purchase up until the time the was in need of repair.
  On or about February 27, 2023, ***** had previously paid off her vehicle loan and arrived to pay the shop invoice and take the vehicle.  ***** took possession of her vehicle and has not had any further contact with West Lake Auto Center or West Lake Auto Center ******************.
  This is the first we have heard of ****** car ha***g a blown head gasket and cannot confirm this as fact. The vehicle was not brought to ** for diagnosis, nor could the vehicle have been driven for three months if indeed there was a blown head gasket present when it left our shop. 

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20132069
  
  I am rejecting this response because:
    What was stated about the recent repairs on the car is wrong they knew about the radiator as shown with the invoice i have provided. They verbally told me that the ordered the wrong parts and that is why cost went up. Also my car was there for as long as it was because i was told they wouldn't release the car until it was paid off including the repairs. Also the new problem has not been brought to them because of this whole situation. I don't trust them. They repaired the thermostat because it was withing weeks of the purchase. With this all being fixed the thermostat the radiator the water pump the crankshaft seal a fresh oil change my car shouldn't have a blown head gasket or any problems with my oil which it was 2 quarts low.I paid ******** on 2/27/2023 my car started having issues on 4/3/2023. It just is wrong specially when parts are cheaper than what i paid. I bought the car 02/22/2021 paid the car off by 2/15/2023 23 month agreement and i was only a few weeks past pay off date. I have also attached the original agreement.  The business did the repairs prior to e agreeing to the ******** we had agreed on ******** on 10/26/2022. This is where the problem lies plain and simple the repairs, they did should have not caused a blown head gasket my car doesn't even show that its too hot which means the thermostat is not working properly either. i feel i have provided enough information for the complaint to be found true in my favor.
  Sincerely,
  
  *********************