ComplaintsforBudget Auto Repair and Transmission

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car in for for work on 30 April. For cooling leak I had to bring my car back the next day regarding the same issue as well as now I havent volume coming out of my speakers. Supposedly fix the issue a week later I was back at the shop for the same issue. He told me he couldnt find the leak add went on about other issues with the car that wasnt and issue until I took it . Told me theres nothing he can do and suggested I take it somewhere else.Now my engine is blown from over heating

  Business response

  05/21/2024

  The repairs we performed come with a written warranty.  That warranty is remedial, not a refund policy.  This client did return after the initial visit reporting symptoms that are unrelated to the original repairs that we performed; and the cause of the reported symptoms were failures in the vehicle that are also unrelated to our original work.  Of course and logically, unrelated failures are not covered by the warranty.  The client declined our recommendations for repairs that would address the unrelated failures and symptoms the client's vehicle is now experiencing.

   

  For these reasons, we are unable to provide any adjustments or concessions regarding the original invoice.  If this vehicle experiences any issues that are related to our original work, we invite this client back for correction under our warranty.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  04/12/24 I spoke with **** about my car he told me I needed a diagnostic and the $197 fee would go towards the total. turns out it was a cracked ******** tires needed to be rotated $170 & sensor was damaged (he claimed to still use! & have switched over) $40 total cost was $407. He included the price of he diagnostic and just said sorry your not happy with our service and laughed in my face when I complained about the diagnostic price being added on instead of going towards total like he said it would.

  Business response

  04/25/2024

  We initially quoted this customer a diagnostic/inspection fee and obtained her authorization for same in the amount of $197.72. We explained that if she later approved all of our recommendations (in both parts and labor), we would apply this $197.72 evaluation fee toward that total cost of parts and labor.  Upon completion of our inspection, we presented the customer with our findings.  We recommended replacement of a wheel, a tire, and advised that a wheel sensor was physically damaged, yet functional at the time. The customer declined our parts for the wheel and tire, instead coming in with her own parts in this regard.
  
  We reinstalled the original, functional but damaged, wheel sensor per the customers authorization, which we obtained in advance. The charge for this was labor only at $39.99 ($40), as it was the original part being re-installed.
  
  The customer did not comply with the terms we outlined for applying the diagnostic/inspection fee toward our recommendations, in that she declined the full scope of our recommendations by furnishing her own parts. Thus, we cannot provide any adjustments to this billing.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car to Budget Auto Repair & Transmission to get my check engine light looked at. I was told my engine and a hose was bad and they could fix it for $6300 and take 1 /2 weeks to fix it. I asked if that would take care of all my issues and ***** assured me they would fix everything. 20 days go by and no communication. ***** no longer works there and **** will be taking over. And later *****. I found out the engine they got in was bad so they had to wait to get a new one. I go to pick up my car when they say it’s done and I was told everything was good to go. With in 5 minutes I hear a horrible whistle sound and take it back. **** gets in the car with me and we drive so he can hear it. He says it’s the turbo. It’s louder than it should be but it’s fine. I say I have never heard that sound before but he assures me everything is fine. He does not look under the hood or check the car. Within 1 hour my car struggles to accelerate and almost stops while driving, the check engine light comes on. I go back and they say it’s a clam that needs tightening and clear 3 codes. I ask why they are not working on the other codes, what are those codes. They are fuel trim codes, the same ones from my original diagnostic. He says they are fake codes and the fixing the clamp resolved the issue. Same night check engine light comes on agin. They say now it the turbo and yea it the same code from day one and yesterday, they want another $1000 to fix this but say that’s it there are no other codes. The next day the check engine light comes back on, now it a hose. Then the same night check engine light comes on again and now it’s the catalytic converter and they want another $1300 to fix it and they will give me a deal because I have had so many issues with them. I refuse to work with them. I have paid $7300 to fix my check engine light issues and it took 26 days no 5 returns to the store after they said it was fixed to still have issues, the same issues that were there on day one.

  Business response

  10/29/2022

  We have spent an extensive amount of time reviewing all documentation and interviewing employees involving this matter. Following are the facts surrounding the repairs on this client's vehicle:

  1. The initial client visit was one in which she reported an engine overheating issue, not a check engine light. We determined that the engine had been damaged internally due to being excessively overheated and vehicle driven with the overheated engine.  The engine was replaced with the customer's advance approval for that repair.

  At the conclusion of the engine repairs, we reminded the customer that due to the engine failure the vehicle was not drivable when we originally received it. As such, we asked her to allow us to keep the vehicle for extensive driving to ensure no other problems exist because of the engine overheating.  She refused to do so, saying she needs her car back right away.

   

  2. The client returned, subsequently, with a check engine light on.  We examined our prior work to find no problems with that work. Our diagnosis determined that the turbo unit had failed, which was entirely unrelated to our prior repairs. Yet, understandably, this client was frustrated with the situation. Purely as a goodwill gesture, we offered her a substantial discount on the replacement of the turbo and she accepted that offer – proceeding with the replacement of the turbo. At the conclusion of the Turbo Unit replacement, we thoroughly examined the vehicle to detect no other conditions, the check engine light was now off, and there were no other fault codes stored in the system at that time. 

  However, as is our standard on such repairs, we again asked the client to leave the vehicle with us for extensive road testing until the emissions system monitors were set.  We advised her that, until those monitors were set through extensive drive cycles, we cannot assure her that the check engine light won't come back on. She denied us the opportunity to drive the vehicle extensively, as we proposed, saying she needed the vehicle ASAP. To this, we advised her to keep an eye out herself and return for further evaluation if the check engine light comes back on. She agreed.

   

  3. Subsequently, the client returned with the check engine light on.  We examined the system to find a failed catalytic converter.  This catalytic converter fault code was a new code, not one that had been there before.  It is likely that the catalytic converter was damaged by the original engine overheating condition, wherein coolant that was leaking into the engine's combustion chamber made its way into the catalytic converter via the engine's exhaust system. It is not unusual in such instances that the failure will not manifest itself until the vehicle is driven for some time after the initial repair. Thus, this condition is not anything we would've or could've caused but, as stated, is a result of the initial engine overheating. Nor is it anything we could've detected or predicted until the car was driven for some time.  

  While we can certainly understand the client's frustration in having to return again with the check engine light on due to the catalytic converter failure, absent the client allowing us to be the ones to drive the vehicle ourselves, it was inevitable that this was going to occur while the client was driving the car herself. Also, the turbo's failure and the failed catalytic converter in no way invalidate the necessity to replace the engine at the client's initial visit.  The engine was simply damaged and required replacement due to overheating.

   

  Given the forgoing facts and with there being no wrongdoing on our part, we are unable to provide this client with the refund she has requested.  We did offer her a substantial discount for the replacement of the faulty catalytic converter, but she has not accepted that offer.  This discount offer on the catalytic converter remains valid and is in fact the most we're able to offer.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I first took my car in for basic repairs an oil change and a wheel alignment. After having this repair my car started leaking and blowing black smoke from the exhaust. I left them know and stopped driving the car. Due to safety and the pandemic myself and children quarantine for two years and we did no driving. I did text ramsey the owner and let him know. When we were able to get back out again they towed my car on 01/10/2022 they said there was a list of issues and that them repairing these issues would make my car run smooth and I’d have no more issues and everything would be good. I was quoted one price and I did say I couldn’t afford it and would rather put the money towards a newer vehicle. *** told me no that I have a good car and they could fix it so i wouldn’t have anymore troubles. So I agreed. He called back days later stating my engine is scratched and they could replace it with a rebuilt engine no extra charge. I was very hesitant and didn’t want it but again was convinced it should be done. When I get there the bill is $1000 more and i told “because it’s a lot of work” I was reimbursed the $1000 but on 03/14/2022 my car breaks down and starts smoking, the car was under repair warranty so I had them come pick up the car. After they checked the car they said it was a completely different problem and wanted an additional $1500 after paying them $4,609.83 minus $1000 after being promised my car would run good. They said it was the a/c heating system that made the engine over heart and burn out the started so it wouldn’t be covered under warranty. I was lied to about the engine the engine cost $2,561.86 when I already had a rebuilt engine and a brand new battery that only needed a jump because it had been sitting. I ended up selling the car for $400 because of this and have lost thousands because my car didn’t get repaired to the promised condition. They also lied because they already knew the heater hose was leaking so they knew it was an issue before.

  Business response

  04/04/2022

  This customer first brought her vehicle to us in September of 2020, at which time she purchased only a minor routine maintenance and a wheel alignment. This visit in Sept. 2020 was the first time we ever saw this car. In January 2022 (16 months later), the customer returned with the vehicle - reporting black smoke from the tailpipe.

   

  The diagnosis determined an internal engine failure. The customer authorized a teardown and inspection of the engine. The state of internal failure was found to be such that the best recommendation and course of repair was to replace the engine assembly. The customer approved this recommendation and authorized the engine replacement.

   

  After the customer paid for the repairs and picked up the vehicle, we followed up with the customer a few days later to ensure everything was to her satisfaction.  At the time of this customer-satisfaction follow up, the customer insisted that she was "charged $1,000 more than what was quoted" to her.  We researched this claim to find that we had NOT overcharged the customer, but that there was enough back and forth conversation about pricing to potentially create some confusion and misunderstanding.  Given that, we did what's best for the customer and the situation and refunded $1,031.71.

   

  Two months later, near the end of March 2022, the customer contacted us and said she had broken down and the engine wouldn't start.  We provided a courtesy, no charge, towing to our shop and also diagnosed the problem at no charge to the customer.  This diagnosis determined two findings: 1. A fitting in the vehicle's heater core sprung a leak of coolant, causing steam and causing the cooling system warning light to come on; 2. The starter was malfunctioning, keeping the engine from starting.  Neither of these components or failures were related to or had anything at all to do with previous repairs at our shop. Additionally, our Technicians took the time to access the prior repairs on the engine to find no current problems with those prior repairs.

   

  While we truly feel bad about this situation and about this customer's vehicle developing new problems, it is simply that: This vehicle developed new and unrelated problems two months after the engine replacement at our shop. We fully stand behind the warranty provided with our work, but it's important to understand that an engine replacement one day does make the entire car brand new; nor does it guarantee against future failure of unrelated items.  No one in our company would ever make such an outlandish promise that a vehicle will "never have any other problems again" once a particular repair is performed; and, true to that, no such promise was ever made to this customer.

   

  We have already made many concessions to this customer. We initially gave her the benefit of the doubt regarding the misunderstanding on pricing and refunded $1,031.71. Then when she called us in late March, having broken down, we ourselves incurred almost $85 in towing fee and over $300 in diagnostic fees to determine the failure is not related to our prior repairs but is the customer's responsibility.  With that and given all the forgoing facts, there are no further billing adjustments available or required from us.  Thus, we respectfully decline the customer's request for further "Billing Adjustment."

  Customer response

  04/04/2022

   I am rejecting this response because:
  They lied about the repair on the cooling system. They stated they never looked at the heating cooling systems on the 1/21/2022 repair but I have it in their own writing that they did and they did repairs on it which would have been under warranty. The paperwork I have now was in the vehicle while getting the latest diagnosis in march of 2022. So I wasn’t able to compare until now. The new issue they claimed to have been the reason my car broke down and over heated is the same repair I already paid them to fix. They took my brand new battery that only needed a jump and replaced it with a battery they say needs to be replaced! You will see in the documents printed by Budget auto repair themselves they contradict the repairs they did with the new diagnostic repairs that should have been covered in the first place. I was told the price of the engine repair would be included in the initial price of repairs but I was charged $2561,86 for an engine replacement that I was convinced I needed even after I stated I couldn’t afford to have it done. They do have all phone calls recorded so the record will show what was said. 

  
  

  I’m asking for at least an additional $2500 refund or I plan to take legal action for the full amount plus the distress this has caused. I have the documents which I will attach and you can compare the actions taken. 

  
  

  I sold my car because they lied about the repair being a new issue and not under the warranty of repairs I had already paid for which would have cost me an additional $1500 not including getting the ignition fixed. 

  
  

  
  

  
  

  
  
  

  Business response

  04/05/2022

  As previously stated in our initial response, the two most recent failures this customer experienced with her vehicle, in late March 2022, were:

  1.     The heater core (fitting that is part of the heater core itself) began to leak coolant, causing overheating.

  2.     The starter failed, causing a no-start condition.

   

  Neither one of these components were included in the original repair we performed back in January 2022; nor do either of these components have anything at all to do with repairs we performed in January. The cooling system hoses that were replaced in January, included in the engine repair, were NOT part of the heater core that failed in March.

   

  As to the issue of pricing, the original scope of work was a REPAIR of the existing (original) engine and we provided the customer with a quote for that. Upon further examination, engine teardown, we recommended to the customer that the better course of action would be to replace the engine and we gave an additional quote for a rebuilt engine. The customer said she couldn’t afford it. That conversation ended with the customer instructing us to only proceed as originally agreed, with a repair of her existing engine.

   

  Subsequently, another engine supplier called us back to notify us that they have a quality, low mileage, used engine that they know to be a good solid engine. It turned out the price for replacing the customer's engine with this used engine when we subtracted out the initial labor, we had quoted for repairing the customer's existing engine, was such that we would be able to replace the engine (with the used engine) for the same grand total as what the customer had already approved for repairing her existing engine. We immediately phoned the customer to give her the good news and obtain her approval to replace the engine with the used engine, all for the same total price. The customer thanked us profusely and authorized the engine replacement. Of course, we must be transparent in our paperwork and, so, we listed all parts on our invoice, including this used engine.  It seems the customer is quite confused by the fact that she sees the used engine itemized on the invoice; but she's failing to realize that 1. The used engine listed on the parts side of our invoice would've otherwise been substituted with additional labor of approximately the same amount for the additional man-work of repairing her original/existing engine; and 2. The grand total on our invoice, that she paid, did not change at all between the original amount she had approved for repairing her engine vs. what she paid for replacing the engine with the used unit. Simply put, we stuck to our promise to replace the engine with a used unit for the same final price (total) that was originally quoted to repair the existing engine. The invoice is just now itemized differently to accurately reflect the used engine in the parts section and far less labor was charged.

   

  Again, all concessions and benefits of the doubt have already been given to this customer, at a sum total of $1,416.71 (in the form of the prior refund provided, as well as towing and diagnostic fees associated with the subsequent breakdown that was in fact the customer's responsibility).  Thus, no additional billing adjustments are warranted.

• Initial Complaint

  03/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2/14/22 I ran over a tire on the freeway, had my car towed to Budget Auto Repair. Initial quote given to me days later was $2700 to fix the car. I explained I just started working and was awaiting my taxes, to assure them I want my vehicle and to get them to work with with me because I definitely want my car but didn't anticipate it being that expensive to repair. Fast forward to 3/11/21 I go to pick up my car and I'm informed the new balance is $4535 ($1600 in storage fees, $475 lien fee, in addition to the $2700 initially quoted). How was a lien filed if I was never formally notified, where's proof a letter was mailed to me to advise me of that. Budget Auto is in the business of scamming and capitalizing off unfortunate situations against people in their own community. Had I known I was being charged daily storage fees and a lien being placed on my car, I could have found alternatives to try and pay sooner. Also on 3/11/21 the office manager advised the car still is not driveable. Yet you placed a lien on the car, without the work being fully completed as you stated. Why was I quoted $2700, show up to pay the $2700 on 3/10/22 and the car still isn't drivable. When I think of Budget Auto Repair I immediately think Shady, Scammers, and that taking customers cars from them is their hussle, to now resell my car for a profit. I regret taking my car here and wish I would've read the reviews and done more research. The YELP reviews for this company speaks for itself. I want my car back for the $2700 I was quoted initially, save your egregious and extreme fees being charged for someone who can afford them because I cant.

  Business response

  03/14/2022

  On 3/11/2022, our shop manager agreed to waive storage fees, provided the customer pays his repair bill in full and takes the vehicle. The total balance owed for vehicle repairs, as was authorized by the customer, is $2,770.36; and that is without any storage fees or other additions.  This is exactly the amount our manager requested on 3/11/2022, after waving the storage fees.  However, even at that, the customer failed to pay the repair bill and simply left the car at the shop.

   

  As regards to storage fees, those were originally added to the invoice because the customer had made several unkept promises to come pay his repair bill and collect the car.  All the while, we were compelled to store his vehicle, pulling it in and out of the shop overnight (over and over), as well as taking other diligent & costly measures to house and keep the vehicle safe while it was in our care. Please note, this customer signed and agreed to our storage-fee policy, right at the outset when dropping off his vehicle. Additionally, on 3/4/2022, the customer promised he'd be in "within a week" to pay for and collect his vehicle. Despite all this, again, on 3/11/2022 we agreed to waive storage fees and the customer STILL did NOT pay for his vehicle's repairs. 

   

  After the customer's visit on 3/11/2022, we extended the waiver of our storage fees through Thursday 3/17/2022, if the customer paid his bill on or before that date. We provided notice of this extension in writing via both Certified U.S. Mail and email. To date, we have not received a response from the customer.

   

  The customer's desired settlement in this BBB complaint is "Finish the Job."  All work that the customer authorized on his vehicle is in fact finished. The total balance owed for these authorized repairs is $2,770.36, without any storage fees or other incidental fees.  If the customer pays this $2,770.36 bill by 3/17/2022, no additional fees whatsoever will be applied.  Thus, in essence, we are agreeing to the customer's requested outcome for this complaint, PROVIDED he comes and pays his bill on or before 3/17/2022.

  Customer response

  03/15/2022

   I am rejecting this response because the shop manager NEVER once agreed to waive ALL storage fees, ever. I was and am still prepared to pay the $2700 initial quote given to me if the car is fixed. However the fact remains, the car is still not fixed nor drivable by the shop manager own admittance on 3/11/22. So the quite given of $2700 for a car that we still can't drive is not fair. Also labor is $95.00 a hour, they supposedly fixed the car in 3 days according to invoice. $95 x 24 hrs (3 days times @ 8 hrs daily) = $2280. How is labor $3574? I encourage you to look closely into the matter because the facts being presented by Budget Auto doesn't make since. Again I repeat, $2700 is what was agreed upon if the car is "completely" fixed and driveable as we were quoted it would be, we have no problem coming to pay and pick it up, IF it's fixed and all the egregious storage fees, lien fees are Waived. Because that was NEVER offered or presented to us as a option by the shop manager on 3/11/22. 
  

  Business response

  03/17/2022

  We have thoroughly investigated this matter, interviewed all involved employees, examined all documentation, and listened to recorded telephone calls. Here is how everything unfolded:

   

  This vehicle came to our shop with the engine not running, after the customer struck something in a solo accident in which he was involved with the vehicle.

   

  Our inspection determined two distinct problem areas resulting from the collision. 1. The engine did not start due to damage sustained to the fuel pump and fuel pump module; 2. The vehicle sustained damage to the steering and suspension systems.

   

  In a telephone call on 02/12/2022 at 12:28pm, our manager clearly explained to this customer all our findings on his vehicle. Specifically, our manager disclosed our findings regarding the fuel system, preventing the engine from starting; and our manager further explained in detail the damage to the vehicle's steering and suspension. The manager provided the customer with an itemized estimate to repair all damage – the fuel system, engine oil leaks, and the steering/suspension systems.

   

  In this 02/12/2022, 12:28pm phone call, this customer replied that he is limited on funds and that his MAIN CONCERN WAS TO GET THE ENGINE RUNNING. To this, our manager advised that the estimate to repair the damaged fuel system components and engine oil leaks, to "get the engine running," is $2,783.21; and the customer approved this estimate. That is, the customer approved this estimate and gave us authorization to proceed with ONLY the repairs to get the engine running for $2,783.21. In concluding this telephone conversation, our manager reiterated that, although the engine would now run, the vehicle would be unsafe to drive until the steering & suspension systems are repaired. The customer told our manager that he would try to muster up additional funds to proceed with the steering and suspension system repairs and that he'd get back to us with his decision regarding the steering and suspension.

   

  In his attempts to obtain the funds to also proceed with the steering & suspension repairs, the customer applied for financing but was declined. During subsequent telephone conversations regarding the customer being declined for financing, also on 02/12/2022 and on the morning of 02/14/2022, our manager suggested to this customer that he perhaps seek out a co-signer for financing or other help from a relative.  The customer indicated he would do that.

   

  On 02/14/2022 at 3:21pm, this customer called in and asked for a repeat explanation regarding the collision damage that the car sustained, assumingly to provide those details to someone who may be helping him with the financing. Our manager AGAIN gave this customer a detailed explanation regarding the steering & suspension damage, explaining (again) that without repairing the steering & suspension the vehicle would be unsafe to drive. Our manager recapped that, with the engine work ALREADY authorized by the customer, the engine would start and run but the vehicle would still have steering & suspension problems that render the vehicle unsafe. The customer replied, "Understood!"  The customer then reiterated that he would continue to try and obtain funds to proceed with the steering & suspension repairs; and would get back to us with that outcome.

   

  Thereafter, we did not hear back from the customer (as he promised) regarding his decision about the steering & suspension.

   

  On 02/18/2022 at 11:04am, our shop manager contacted this customer and notified him that the engine repairs that he authorized (for $2,783.21) were now completed. However, we were still awaiting the customer's decision regarding whether or not he wants to proceed with the steering & suspension repairs. In this telephone call, our manager, reminded this customer that 48-hours after this point we may start charging daily storage fees, if we continue to merely house and care for his vehicle without any further work being authorized.

   

  Despite his promises to get back to us right away with a decision on how to proceed, we never heard anything back from this customer after the 02/18/2022 telephone call, until 03/04/2022, and that is why storage charges were now accruing on the vehicle. On 03/04/2022, we received notification from a different lender that the customer had applied online for financing with them but was also turned down.

   

  In a telephone call on 03/04/2022 at 6:34pm our manager called and notified this customer that this other lender also turned down his application for financing. It was in this phone call that the customer told our manager that he would be in "within a week" to pay for the engine repairs and take his vehicle.

   

  On 3/11/2022, while storage fees had justifiably accrued on this customer's vehicle, we agreed to waive those storage fees if he paid for the engine repairs he had authorized and removed his vehicle from our premises.  In addition to telling this customer in person about the waiver of storage fees, we also notified him by email and U.S. Mail. The condition for this storage-fee waiver was that the customer must pay for repairs and collect his vehicle no later than 03/17/2022. (After this date, the storage fees would revert to this customer's invoice). To date, this customer has not paid for the engine repairs he authorized, has not picked up his car, and he has not responded to any of our phone calls or written correspondence.

   

  Our managers were always transparent in their explanations to this customer, having informed him very clearly what exactly he was receiving for the $2,783.21 estimate that the customer authorized; and our managers clearly and distinctly informed this customer that there are additional repairs needed to the vehicle's steering & suspension at an ADDITIONAL cost.  Not only did this customer fully understand all of this, having himself said, "Understood!", but the customer pursued auto repair financing for the steering and suspension repairs, AFTER having already authorized the $2,783.21 for the engine repairs. At this point, candidly, we believe this customer is playing games and attempting to get something for nothing.

   

  Lastly, as an aside, the total labor charges for the engine repairs is $1,849.00, not "$3,574," as the customer stated in his rebuttal. We charge a specific dollar amount for labor, per labor operation performed; and we have not deviated from the amounts the customer authorized for the engine repairs.

   

  In conclusion, we have done everything possible and have made concessions for this customer, as we genuinely felt empathetic toward his situation. Thus, no additional concessions will be made. At the time of this writing, the customer's outstanding balance for the engine repairs he authorized is $2,770.36 (having come in under the $2,783.21 that he authorized). However, time is running out, as today is the last day for the customer to come pay his balance and take his vehicle before the waived storage fees revert back to his invoice. We cannot continue to house and care for this customer's vehicle without charging bonafied storage fees, as we continue to incur hard costs in rent and employee labor to care for the car.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve been having bad experiences with his shop I’ve been taking my car back-and-forth to the same shop so if anything was to go wrong I know blame. It’s like every time I bring it to them it’s another problem they tell me one price and then end up telling me something else totally different which isn’t fair. I spent so much money here with them and I’m just over it to be honest all I want is my money back because I feel like they didn’t even do anything and the problem that I had when I went in and they charge me I’m still having the same exact problem it’s a waste to me I would not recommend the shop to anyone.I went in for spark plugs which I had a warranty then they end up telling That my car was leaking coolant which wasn’t true because I never had a problem with that then they say they fix my oil holes and I’m still Having the same exact problem & More.08/20/2021 2,773.14 11/21/2020 2,147.86 12/05/2020 1,250.00.They were supposed to do their job and fix it and I see no results.

  Business response

  10/16/2021

  The original (very first) visit by this customer with her almost 10-year old Audi was for a reported check engine light on. That visit was in November of 2020.  The conditions we found to be causing the check engine light were in fact repaired by us; and the customer paid us for those repairs.  As the customer stated here, she did subsequently return at a later date for the check engine light on.  Indeed, as also reported here by the customer, during the subsequent visit(s) there were different, unrelated, failed components and/or conditions that triggered the check engine light. 

  
  

  The very nature of the check engine light, which is part of the emissions-monitoring system in today's modern vehicles, is that various conditions and failures - all of which can in fact be unrelated to one another - will cause the light to come on as a warning that something is wrong.  These various conditions can range from something as simple as inadvertently leaving the gas cap loose or off, to a whole host of malfunctioning engine or transmission sensors, to a failed onboard computer, to a failed engine; and everything in between.  It is a common misperception of many drivers that once a repair is performed to turn off the check engine light, if the light ever comes on again "it must be related to the prior repair."  As I indicated, that is a common misperception and nothing can be further from reality.  Again, in summary, many completely unrelated things can happen in a car to cause the check engine light to come on.

  
  

  With that said:

  1. During this customer's most recent visit to our shop in September 2021, she reported an "Engine Oil Low" warning was on in her instrument panel; NOT a check engine light problem. We had never performed any repairs regarding the "Engine Oil Level" warning system.  Nonetheless, as a gesture of goodwill, we double checked all our prior work to find no problems; and we performed testing on the oil warning system at no charge to the customer and rendered a report of our findings. The customer declined the repairs recommended to remedy the "Low Oil Level" warning.

  2. All repairs that we previously performed on this vehicle continue to carry a warranty and we fully stand behind that warranty should there occur a problem with those repairs during the warranty period. (Please note that this warranty, of course, is limited to parts and labor for work performed. Certainly, the warranty does not and cannot cover unrelated failures in the car, such as the most recent unrelated oil warning issue.  Additionally, this is a remedial warranty only, wherein we will correct any defects in parts or workmanship related to our work.  The warranty does NOT have a refund provision.)

  
  

  For all of the reasons stated above, we are unable to honor the customer's request for a refund.  However, we continue to invite her back should there arise a problem that is in fact related to our work or if there is ever any other way we can serve.
  
  

  Customer response

  10/20/2021

   I am rejecting this response because: 
  

  As you can see the shop has made a statement that my most recent visit in September 2021 is when I complained about my “engine oil low” which is completely false because if you look at my “vehicle repair service history “ you can see that on 1/19/2021 states “Mrs ********* keeps adding oil every week” meaning I have been having this problem,and every time I took it to them and spending hundreds and thousands of dollars the problem kept getting worse and I always made sure I called and reported the problem to them.

  On 08/20/21 “vehicle repair service history “states vehicle has oil leak, and at this time the problem had become from adding oil once a week to twice a week and to everyday.Now if they state I recently came with this problem in September,then why does the service history states I have been complaining about my oil problem? and I have been calling them more than multiple times about this problem. I’ve been having bad experiences with his shop I’ve been taking my car back-and-forth to the same shop so if anything was to go wrong I know blame. It’s like every time I bring it to them it’s another problem they tell me one price and then end up telling me something else totally different which isn’t fair. I spent so much money here with them and I’m just over it to be honest all I want is my money back because I feel like they didn’t even do anything and the problem that I had when I went in and they charge me I’m still having the same exact problem it’s a waste to me I would not recommend the shop to anyone.I went in for spark plugs which I had a warranty then they end up telling me that my car was leaking coolant which wasn’t true because I never had a problem with that then they said that they had fixed my oil holes and I’m still having the same exact problem & More.08/20/2021 2,773.14 11/21/2020 2,147.86 12/05/2020 1,250.00.They were supposed to do their job and fix it and I see no results. Other customers have also told me that I need to make a complaint because what they’re doing isn’t right and I know for a fact by the times I have been to the shop,a lot of customers have been displeased by their service which I witnessed. All I’m asking for is a refund because my car has been giving me so much problems after taking it back and forth to this shop.

  
  

  Business response

  10/25/2021

  We have taken the time to thoroughly review the service history on this vehicle, as it relates to the visits to our shop.  We have confirmed that each time the customer returned, while certain symptoms the customer reported may have been similar, the failures detected as compared to the prior repairs we performed were in fact in different and unrelated components (or systems) than those previously repaired.

   

  We feel compelled to address one issue that disturbs us about the customer's statements in this BBB complaint. Twice now, in this complaint process, the customer has stated that she came to us repeatedly so she would "know who to blame" if something went wrong with her car.  While we provide a warranty for and stand behind any work we performed, it's a bit of overreach for a customer to want to blame us for anything else that ever goes wrong with a car, simply because we repaired certain components or systems. 

   

  This customer's statements about "blame" may go to the heart of this complaint.  Cars contain hundreds, perhaps thousands, of different components and a vast array of different systems. A repair or replacement of one component does not guarantee that other components won't fail at a later date, or even soon after a repair.  It's silly, with all due respect, to hold a repair shop responsible for all future problems with a car on which that shop performed repairs, even if the symptoms seem similar. For example a bad valve cover gasket may be the source of an oil leak one day, while weeks later an oil pan gasket may develop a new leak.  The symptom of leaking oil may be similar but the causes in each instance are different and unrelated.

   

  In summary, the symptoms and failures this customer returned reporting to us were determined to have nothing to do with prior repairs we performed.  We continue to stand behind the warranty we provided for the work we did perform and we continue to disclaim failures in the car that are not related to our prior work.  Again, our warranty is remedial in nature, where we will readily correct any defects in parts or workmanship. The warranty does not have a refund provision.

   

  For the reasons stated above, we cannot honor the request for refund.

   

  However, purely as a gesture of appreciation for this customer's business, we offer a $300 credit toward future purchases at our business.  This is a credit toward purchases and is neither a refund nor does the credit carry any cash value.  Upon the customer's acceptance of this offer, we will provide a written voucher for the credit.

  Customer response

  10/30/2021

   I am rejecting this response because:
  
  

  I am really baffled to the fact that I have never taken my car anywhere else for repairs but to budget auto repair,and till this day I am still having the same problem with my oil levels.yes I agree multiple things can cause any vehicle to have oil problems,but at the same time I would think that’s what a mechanical shop is for,to figure it out and get it fixed.I would understand if they told me they can’t fix it or they don’t know what’s causing the issue,instead of just playing guess work.I have taken my car more than multiple times to them and I would have the same problems the next day.one time I took my car to them and the next day my oil was low and had a check engine light on,which I even called them and went back to the shop and showed them.I have spent a lot of money trying to get this issue fixed and at this point I am sure if I take it back to them I will still have the same oil problems and they will have the same excuses.

  For me to take this issue this far,it’s because I am exhausted for paying budget auto repair for the job they did not do and this has been going for almost a year now.Imagine taking your vehicle to a shop and as soon as the next day you having the same exact issue,and months later after thousands of dollars and as stated before,taking it to them more than multiple times,I am still having the same exact problem.

  So my question is,what did they fix ?

*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. ↩