ComplaintsforRepairPal.com

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ Dec. 30-Jan. 18 Contacted CarMax who used RepairPal to locate a repair facility near me. throttle body replaced by facility (mechanic called and said they couldnt reproduce the issue with the *** light going on or get any codes from computer.They also replaced a clock-spring in the steering wheel that caused both my cruise control and computer setting buttons to stop working.2 Days after repair, exact same issue came back. **************** advised I had to go back to same facility Second repair Mar. *****st fuel injector replaced (It failed failed after 3 miles from repair facility. Also started spewing gasoline all over my engine)Also replaced two buttons on steering wheel (neither button working still after leaving repair facility)Paid $247 for first issue, $347 for second repair. Warranty states that because the repair was made RepairPal should have had the deductible reduced by $50. Neither deductible was reduced.Also not sure why I was charged $94.28 for a credit card fee. **************** told me the repair facility had requested a paper check when they invoiced.

  Business response

  05/01/2023

  Hi *****, and to whomever else may be reading,

  We were happy to step in and contact you on behalf of our shop. We realize you had a difficult experience, and it was our pleasure to help turn things around for you. While we'd love to not have any complaints against us, I think it's also important for others to see that if something does go wrong at one of our independent repair facilities within our network, we will always step in to try and make things right. In this case, we can confirm that ***** has received a refund for a portion of his repairs directly from RepairPal. 

  While RepairPal is merely the network and framework to which the shop belongs, we stand by the experiences people have there, particularly if they've been referred to one of our shops by a partner. We're happy that things here have come to an acceptable conclusion. Thanks!

• Initial Complaint

  07/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought an extended warranty with my purchase of a car at CarMax earlier this year. After hearing a grinding noise, I called the ******** warranty phone number and was told that they are short handed in their shop, but I was welcome to take my vehicle to another mechanic. Then I was warned that I can only take it to a "Repair Pal Certified" mechanic if I want to have my warranty cover the repairs. I made an appointment with the closest "Repair Pal Certified" mechanic (Accurate Auto in *********, ** **************). I was told that the cause of the noise was a failed caliper, which is covered under my warranty, and that the remedy would be replacing the caliper along with the rotors and pads that were damaged as a result of the warrantied part that failed. Of course, like tires, shocks, struts, and even headlights, reputable mechanics will recommend replacing both sides of brake components to avoid uneven wear in the future and dangerous inconsistencies in the vehicle's braking capacity. Given the safety hazards and liability involved in partially repairing brakes, Accurate Auto will only do the work the right way. Replacing only one side of the rear brakes is not an option. The warranty company has only committed to covering about $400 of the job which will total over $1,200. I have reached out to CarMax, ********, RepairPal, and Fidelity without success. After a few minutes of debate, I am always given a phone number for another company I've already spoken with. I'm never given a straight answer or a name, phone number, and email for an actual person. I feel like my difficulty in identifying the person who can and will help me is by design in order to run out the clock. I was only given the Acronym FWS when I asked who the actual warranty company was. I need my car fixed in order to continue working but I can't afford to pay more than my $300 deductible for needed repairs which are a direct result of a warrantied part that failed. Please help!Thanks, ****

  Business response

  07/18/2022

  Hi Matt,

  We're sorry that you've had a difficult time with your car recently. We just wanted to respond to your complaint about RepairPal and just make sure you've got all the information you need.

  CarMax is our partner. They are a different organization that obviously sells cars and offers extended service plans on them called MaxCare. MaxCare contracts are administrated by third party companies like Fidelity (FWS). It is not RepairPal or CarMax that determines what is covered and what is uncovered when it comes to MaxCare plans, it is the administrator. Your administrator is FWS. ************** reserve the final right to approve or deny claims based on a consumer's contract as they are the ones paying the ****. MaxCare contracts don't cover wearable items like belts and tires, and generally they only cover failed parts. It is very common that recommended or related parts are not covered under claims.
  

  We have spoken to your administrator, and attempted to get your repairs fully covered on your behalf, but the initial explanation stood, which is only one side (pad $77.48, caliper $198.50, and rotor $86.90, along with 2.6 hours of labor at $145.00hr). We did make sure you got your $50 reduction in deductible for going to a RepairPal shop (a benefit CarMax customers get by going to a shop in the RepairPal network). 
  

  In the future, you can go to any shop you'd like, but just won't get the $250 deductible, as it is $300 out of network.

  While we agree with you and the shop that fixing both sides is the recommended  step to take, the left side did not fail, and therefore it isn't a covered repair under your contract. We are sorry that this is happening and please let us know if there's anything else we can do to help.

   

   

  Customer response

  07/18/2022

  Thanks for your response. Best practice or not, I am unhappy with the warranty company's continued unwillingness to cover proper needed repairs resulting from the failure of a warranteed part. I appreciate your clarification regarding the warranty administrator.
  Thanks,
  *********************

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I use RepairPal for several of my automotive shops. It has recently come to my attention that RepairPal uses a third party firm to call my customers and ask them about their experience at my shops. I have had several angry customers call me and tell me that this firm is rude and unprofessional, and they did not appreciate the interaction. My customers are also (rightfully) concerned about the security of their personal information, which reflects very poorly on my business. This practice by RepairPal has damaged several of our customer relationships and has undoubtedly cost us business. We have reached out to RepairPal to get some clarity on this issue and they are not taking it seriously, which is very concerning to me.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a disabled Army Veteran, and I used the USAA/Repairpal website to locate a trusted auto repair shop to repair the headlights on my **** ******** ML350. It took them five days to fix my headlight issues unsuccessfully and caused considerable damage to my vehicle.I never expected the unbelievable experience when I chose ***** **** Repair from the USAA/RepairPal website of trusted auto shops. I have been in touch with *********************************, the Partner Support Lead at Repair Pal Inc(Repair Pal ************), since March 28, 2022, and there has been no resolution of this matter. And after taking my truck to ***** **** Repair, I have been very ***** about driving my vehicle because of all the loose parts and the red indicator lights on my dash. I'm also unable to drive at night because of headlight issues.

  Business response

  04/27/2022

  Hi There,

  We're very sorry to hear that you had a tough experience while getting your car fixed. Here at RepairPal, we stand for transparency in the auto repair industry, and seek to promote that through our high quality network of independently owned and run auto repair shops. 

  We appreciate you contacting our Consumer/Partner Support Team and giving us the chance to help sort this out for you. After speaking to the parties involved (you and G&J), we've determined the following things:

  - Your headlight repair became complicated once it was determined that some parts are no longer being manufactured for your year/make/model. Sometimes this happens with vehicles of a certain age, particularly imports. In some cases, searching the internet for a used or remanufactured part is the only way to truly remedy the problem. This wasn't meant by the shop to be insulting or to throw the problem back on you. When their normal parts relationships don't solve the issue, opening it up to a broader search is the best idea.
  

  - G&J did work to find a solution, albeit not a complete one (as this was not possible due to the parts issue). We understand that your headlights are working in some capacity now.

  - Due to the length of time and dissatisfaction with the work, G&J did not charge you anything, despite the time and money they put in to find and install the parts. They agreed to take a loss on this to help smooth things over.

  - RepairPal offered to cover your insurance deductible of $500 as a goodwill gesture due to your frustration. We understand that your insurance carrier did not approve the claim.

  We hope you do find a permanent solution to your headlight issue, and wish you the best of luck.

  Customer response

  04/28/2022

   
  Complaint: 17109003
  
  I am rejecting this response because:

  When I filed my complaint with BBB, I expected RepairPal to be more considerate of my issue with their trusted and vetted auto repair shop G&J Auto Repair that I chose to repair my **** ******** ML350 headlights. 
  
  Instead, the response is condescending and appears to be in haste to protect the substandard work performed by G&J Auto Repair and RepairPals vetting of this repair shop.
  
  They said the part was unavailable, so I agreed with AL to rewire my vehicle to correct the headlight issue.  I dont know if it's customary to ask the customer to locate parts without a part number since I have never experienced that form of action with previous auto repair shops. 
  
  On the day that Al **** my truck was fixed and ready to be picked up, I arrived with my sister three hours later to discover they were still working on it. They did not make the necessary repairs, and it was not ready to be picked up after being in their shop for five days.  
  
  Though the owner later came with some miracle part they claimed could not be located, I refused to leave my truck for the sixth or seventh day in a row to possibly not repair my vehicle again.
  
  As you state in your response, G&J did not charge me anything, despite the time and money they put in to find and install the parts is not valid. I refused to pay because due to the length of time they had my vehicle and my dissatisfaction with the work they performed that did not repair my headlight issue.
  
  You claim it was a financial loss for them to install parts.  But did they or did they not install the parts to repair my vehicle?  Did they or did they not rewire my truck? And how could it be a financial loss to install the parts they claimed were no longer being manufactured or could not locate? 
  
  Now I cant know if it was the actual part or not. Why was I told it was fixed and ready to be picked up if it wasnt? And how could they cause so much damage to my vehicle if they didnt work on it and then not inform me of the damages?  And no, my headlights arent working in some capacity that would deem them safe for night driving.
  
  Out of sheer determination to repair my truck, I contacted my insurance company USAA to get my vehicle repaired. I appreciated RepairPal offering to cover my insurance deductible of $500 as a goodwill gesture due to my frustration. But since the damages were not a result of a car accident, my insurance company USAA later canceled my claim. 
  
  Your response never addressed the most serious concerns I have choosing G&J Auto Repair from your website of trusted and vetted auto repair shops, and that's with the multitude of damages they caused to my vehicle.
  
  Your Best Of Luckcomment is unacceptable. I plan to get a permanent solution to my headlights issue,but you can rest assured that luck will not conclude this matter. 
  
  USAA is responsible for directing me to RepairPal.  RepairPal is accountable for listing G&J Auto Repair to repair my headlights. And G&J Auto Repair is liable for the many damages caused to my vehicle.  So,no, your best of luck comment is not received. But legal action will be!
  
  Sincerely,
  
  *******************

*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. ↩