ComplaintsforLito's Auto Repair

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While replacing the engine, the original engine harness was replaced with a used one - unbeknownst to the owners. The used harness was the wrong part number with different wiring to the car’s computer, causing the engine light not to clear. The DCH Toyota of Oxnard dealership identified this as the source of the engine light not clearing (as per attached receipt). Also, as a result, replacing the gas tank was completely unnecessary and would never have cleared engine code P0453, as documented by DCH Toyota Oxnard. Because the engine code will not clear, the car will not pass a smog test in order to be legally registered in the State of California. Therefore, it is undriveable and will have to be sold for junk unless the engine harness is replaced. An estimate from DCH Toyota of Oxnard for the cost of that replacement totals $4,239.69. List of Damages to Owners of 2010 Toyota Prius, Vin. No. JTDKN3DU9A0024677 -Engine replacement cost (used engine): Inv. #39716 $3,551.05 -Gas tank replacement cost: Inv. #41008 $1,041.86 -Cost for evaluating damage at DCH Oxnard Toyota: Inv. #57640 $189.99 

  

  Business response

  11/15/2022

  On October 16, 2021, R***** ******* brought his 2010 Toyota Prius to replace the engine with a used one from Japan. At that time, the car already had a check engine light on for burning oil and an EBAP problem. We replaced the engine and after he went to the Toyota of Ventura and got diagnosed with the same problem for the EBAP, I’m not sure what Toyota recommended for him, but Mr. ******* brought the car back to my shop on September 6, 2022 to check the car and we discovered the fuel tank sensor had an issue and we recommended a replacement for the fuel tank. After replacing the fuel tank, the check engine light did not disappear and I recommended he get a second opinion at Toyota of Oxnard. He then told me that Toyota of Oxnard said that somebody replaced the wiring harness, but we did not replace the wiring harness. We have replaced several engines before, and the wiring harness is not included in the engine replacement. Mr.******* is requesting a full refund for the engine replacement and labor of $3,551.05, the Gas tank replacement cost of $1,041.86, and the cost for evaluating damage at DCH Oxnard of Toyota of $189.99.
  We understand the customer’s frustrations and are willing to refund the Gas tank replacement cost of $1,041.86 as we did not solve the EBAP problem. However, we do not think it is our responsibility to refund the cost of the engine replacement and labor as well as the cost for evaluating damage at DCH Oxnard of Toyota as we did not replace the wiring harness which is said to be the issue. On March 19, 2022, Mr. ******* brought another car, his 2005 Toyota Prius, to replace that car’s engine and there were no complaints. I will provide copies of the repair order for both the 2010 and 2005 Toyota Prius cars.
  I contacted service in Toyota of Ventura and they have a record of having Mr.*******’s car brought in January, March, and April of 2020 as well as August 2022. They did give me specific details of what was done to the car. Please ask Mr. ******* what Toyota of Ventura recommended for him on August 2022. Thank you.
  
  

  Customer response

  11/20/2022

  
  
  I am rejecting this response because:

  Customer objective: Reimbursement for the gas tank, and Oxnard Toyota’s diagnostics evaluation, and for the engine installation that installed the incorrect vehicle engine harness.

  If the business objects to the reimbursement of the engine installation portion, then that can be exchanged for reimbursement for the cost per Oxnard Toyota’s quote to replace and install the correct vehicle engine harness at the price of $4,239. Since there are possible compounding issues here, the primary issue is that the incorrect vehicle engine harness was installed for whatever reason. Per review from Oxnard Toyota, replacing the harness with the correct harness should solve all other issues, and this needs to be corrected prior to the approach of changing all other components with no results and only bills.

  LITO’S: On October 16, 2021, (The Customer) brought his 2010 Toyota Prius to replace the engine with a used one from Japan. At that time, the car already had a check engine light on for burning oil and an EBAP problem. We replaced the engine and after he went to the Toyota of Ventura and got diagnosed with the same problem for the EBAP, I’m not sure what Toyota recommended for him, but (The Customer) brought the car back to my shop on September 6, 2022 to check the car and we discovered the fuel tank sensor had an issue and we recommended a replacement for the fuel tank.

  CUSTOMER: What Lito writes above in his statement is not accurate. As stated before, we told him what Ventura Toyota had diagnosed the problem as. They stated that it was the charcoal canister.

  Yes, the car did burn oil, but that wasn’t the reason I wanted a new engine, and by the way the burning of oil doesn’t give an engine light unless you run out of oil which we didn’t. The check engine light went on because the header gasket had blown and one of the cylinders was shuddering violently.

  After the engine was replaced the engine light would not turn off and was giving code P0453. Chris, Lito’s son, tried to troubleshoot the issue. He asked if we had an engine light on prior to the header gasket failure. We did not have the check engine light on prior to the gasket failure, but previously, we did have that code, and it was corrected after replacing the gas cap. He told me that he didn’t believe the engine code was due to the engine replacement. At that time, I had no reason to disagree with that statement. His advice to me was that the car needed a new gas tank to resolve the issue, and that the current condition wouldn’t affect the drivability of vehicle, thus we could put off getting the work done until we needed to get a smog test. I had no reason at that time not to believe him.

  Prior to going back to Lito’s to get the work done for the P0453 engine code – which Lito’s believed would be the gas tank replacement - my wife took the car to Ventura Toyota to get the codes read by the dealership as a precaution in order to make sure that the correct work would be done on the car, as she trusted Toyota dealership’s diagnostic tools more. Ventura Toyota said that the codes told them that the car needed to have the charcoal canister replaced. Knowing that, and based on cost, I instead took the car back to Lito’s, telling them what Ventura Toyota recommended would fix the engine code.

  I had Lito quoted me for the charcoal canister replacement. Some day or days later they called me, stating that indeed it was the gas tank that needed replacing, and that the price would cost around $200 more than the quote for the charcoal cannister replacement. I was given the impression that the charcoal canister was part of the gas tank, but I would consider this an honest communication issue.

  LITO’S: After replacing the fuel tank, the check engine light did not disappear and I recommended he get a second opinion at Toyota of Oxnard.

  CUSTOMER: After replacing the gas tank and before recommending a second opinion Lito said that there was something wrong with the vehicle’s computer. This is where I disagreed and he then suggested getting a second opinion.

  I went back to Ventura Toyota to discuss their original diagnostic code findings, and to run Lito’s messaging by them. What they told me is that Lito’s Auto Repair replaced the wrong part. The diagnostics clearly showed that it was the charcoal canister that needed replacing, not the gas tank. That’s when I learned that the charcoal canister was separate from the gas tank.

  I paid another visit to Lito’s and talked directly to Chris. He said that he had received parts for both a charcoal canister and gas tank, and that he had in fact put on the charcoal canister, but that it didn’t clear the code, so then he took it off and put on a new gas tank instead. The code still had not cleared. Up to this point I figured the issue was separate from the engine replacement. I took Lito’s advice and took the vehicle to Toyota of Oxnard for further troubleshooting.

  At Toyota of Oxnard, I informed the service representative that the engine had been replaced, and that later Lito’s replaced the gas tank, and that Ventura Toyota told us that Lito’s had replaced the wrong part. We were assured that a full examination of the car would be done, so we left the vehicle with them. When we heard from Toyota of Oxnard, they had identified that there was an issue with the vacuum pump. Then after further trouble shooting, they found that the vacuum pump wasn’t getting the correct input or outputs from the computer. Then they found that the engine harness wasn’t wired correctly. Then they found – clearly marked as easily visualized – and shown to my wife and I - a label on the engine harness clearly marking it as a “USED” engine harness. Furthermore, they discovered that it wasn’t the correct harness for my vehicle. They said that the vacuum pump issue would be corrected with the installation of the correct engine harness. Toyota also found a broken pin on the charcoal canister’s connector (Note: The charcoal canister had never been removed except for while at Lito’s, as described in the notes above.). It was Toyota of Oxnard’s professional opinion that the source of the problem was the installation – without our knowledge or consent – of a “USED” and incorrect engine harness. They informed us that the broken charcoal cannister connection was just incidental to the main problem. We were walked through the issue by Oxnard Toyota’s lead mechanic, the mechanic who troubleshooted the issue, and we were able to take photographs and video of the encounter. 

  LITO’S: He then told me that Toyota of Oxnard said that somebody replaced the engine harness, but we did not replace the wiring harness. We have replaced several engines before, and the wiring harness is not included in the engine replacement.

  CUSTOMER: I agree they did not receive an engine with a harness. They were supposed to use the existing harness to plug the Japanese engine in, but for some reason, the engine harness was indeed replaced with a “USED” one. I have contacted several places where one can get a used engine from Japan for replacement, and the wiring harness is not ever included with these engines.

  LITO’S: (The Customer) is requesting a full refund for the engine replacement and labor of $3,551.05, the Gas tank replacement cost of $1,041.86, and the cost for evaluating damage at DCH Oxnard of Toyota of $189.99.

  CUSTOMER: The statement above is correct. I did request a full refund for the cost of the engine replacement, but the cost of replacing just the engine harness with the correct harness from Oxnard Toyota is quoted to me at a price of $4,239. (Estimate attached to our initial complaint), plus a full refund for the totally unnecessary gas tank replacement to the tune of $1,041.86 (which was also attached), plus the cost of troubleshooting all the issues with the car at Toyota of Oxnard totaling $189.99 (receipt also sent to BBB). From my understanding, there is no issue with the engine. The entirety of the problem rests with the “USED” and incorrect engine harness installed, which could only have been done at Lito’s, as we have never had any engine work done on this car prior to that. All California state records will back us up on that.

  In addition, when we picked up the vehicle after the engine replacement, I noticed that the plastic undercarriage was missing. Chris said they don’t remove those when replacing an engine. He looked around the shop for it, but the parts were not located. I doubt that this many parts, such as the wheel well cover, could have come off without my noticing, as I often check the tire tread and undercarriage and would have noticed that immediately. Since aftermarket replacement parts cost around $300 - and I thought the car was in working order with a replaced engine - I figured it was a small issue not worth pursuing further. Additionally, they lost our key, but replaced it with an after-market replacement. 

  
  LITO’S: We understand the customer’s frustrations and are willing to refund the Gas tank replacement cost of $1,041.86 as we did not solve the EBAP problem. However, we do not think it is our responsibility to refund the cost of the engine replacement and labor as well as the cost for evaluating damage at DCH Oxnard of Toyota as we did not replace the wiring harness which is said to be the issue.

  CUSTOMER: The statement above is not true, as the engine harness has never been replaced prior to repair work done at Lito’s, and there is clearly a “USED” engine harness installed in our car - which is now disabled in our driveway since we cannot renew the licenses plates. Also, it is the incorrect engine harness for our 2010 Toyota Prius. The engine has never been replaced prior to repair work done at Lito’s, and there has been no issue with the vehicle’s engine harness prior to repair work done at Lito’s. In fact, our 2010 Toyota Prius passed smog tests easily every time since purchasing, which will not be the case this time.  In fact, the car is not able to ever pass smog tests again in the state of California with that “USED” and incorrect engine harness that is installed within it now.

  LITO’S: On March 19, 2022, (The Customer) brought another car, his 2005 Toyota Prius, to replace that car’s engine and there were no complaints. I will provide copies of the repair order for both the 2010 and 2005 Toyota Prius cars.

  CUSTOMER: I have no issue with the work done to the 2005 Prius. It is working just fine.

  
  LITO’S: I contacted service in Toyota of Ventura and they have a record of having (The Customer’s) car brought in January, March, and April of 2020 as well as August 2022. They did give me specific details of what was done to the car. Please ask (The Customer) what Toyota of Ventura recommended for him on August 2022. Thank you.

  CUSTOMER: I will provide this document. Ventura Toyota said the charcoal canister needed to be replaced. They were not informed that the engine was replaced, and at that point in time we were not questioning the engine replacement, so Ventura Toyota trusted the code P0453 and did not dig any further into the matter, trusting the code and provided in their diagnosis.

  
  
  Regards,
  
  R***** And D***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: May 17th, 2022 I had taken my 2006 Audi into Lito's for a coolant leak. The son of the business said he would check the car out and possibly call me back the same day. He called me and said it was the hosing or housing unit. It was the hoses for the coolant reservoir. I was told it would be just over $600, also that it would be a day for the parts to come in. So I called on Thursday the 19th and was told by the father of the business that his son was out sick and he wasn't sure when he'd get to it.. The father called me back and said it would be over $800 b3ecause he found another hose that needed to be replaced. I explained to him that his son looked at the car and ordered the parts already and I wouldn't pay more than I was quoted. He said ok he would be taking the part out of the car and put the old one back. I again explained what his son told me and he said well he's sick so I don't know what he told you. I explained in the back seat I had 1 full container of Audi coolant. But when I went to pick up my car the bill was $700.57. I wasn't happy with the cost. Told the father I wasn't happy and I was constantly told I do not know what my son told you. So I was charged for the coolant. He said well we had to fill the reservoir with coolant. when I got home I looked at the reservoir and it was on minimum. Which is where it was when I dropped it off. I called and the father had said that he filled the reservoir drove the car and it must of heated up and went down when it cooled. He said come back and I'll fill it up. I said no I'm upset and not happy.

  

  Business response

  07/06/2022

  The business stated over the phone that all of the repairs comes with a warranty of 120 days or 4,000 miles which ever comes first.

  If you like you can bring the car back and we will take a look and fix any issue they find.

  Customer response

  07/06/2022

  
  
  I am rejecting this response because: I was charged for coolant that was not put into my vehicle because it was at the same minimum level as when I took the vehicle. Also why would I take my vehicle back when it’s owned with the father and son. They do not communicate with each other. The son says 1 thing and the father says another. I would never take my my vehicle back to them. There was also problems with my Aunt’s vehicle. Which another shop fixed within hours when they took over a week and a half after three times she took it back in which she paid each time for the same problem. Part was order and she was told by the dad it had not been received after two weeks. The shop Sharp’s automotive received the same part in less than hour. Vehicle was fixed within an hour. 

  
  Regards,
  
  G*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  07/06/2022

  Hello,

  I acknowledge the frustrations you are experiencing and would like to apologize for any miscommunication. Although my son originally gave a quote of 600$, however there were additional parts that were ordered. This cost ended up being $840 and as a result of my son not alerting you of the price of the thermostat housing, we charged the new total to equal $700 and did not charge for the thermostat housing. As for the coolant level, it should not be overfilled. As stated in our 120 day warranty, you are welcome to return your vehicle to our shop for any concerns and we will gladly work with you. Thank you. 
  

  L*** ******

  Customer response

  07/08/2022

  
  I am rejecting this response because: The reason you charged me $700 is because you removed the part you said I needed. The communication between you and your son is horrible. I will not take my car back. Plus, the coolant isn't over filled. I put the coolant to the max level like it should be. I was charged for coolant and it was at the minimum level where it was when I first left the car there. But I was charged for it? I'm done with this. I was charged more than I was quoted. Your son says one thing and you say another. That's not appropriate. Then tell me well I will remove that part I out in. But I still paid over $700 for repairs when I was quoted $600 and change. So I am not happy. I try to talk to you and you don't listen to me at all. I maybe a woman but I know cars. 

  Regards,
  
  G*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

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