ComplaintsforImport Specialty Auto Inc

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 9 2023 I had called to see if I can get a courtesy check on my rear brakes which I had already been told that I needed back brakes. I was trying to get a second opinion at that time they checked it out. They told me come around two they checked it out. They took a long time and then in the end they charged me $59 and I go for what I thought it was a courtesy check. I felt that they should have told me about the charges before they even looked at my car if I had known that it was going to be that charge. I wouldnt of let them look at it, but they didnt tell me that thats what they were going to charge . I feel that that wasnt right of them to charge me most places dont even charge you, but they shouldve said something before hand not surprise me in the end and that is expensive just to take a look .

  Business response

  06/15/2023

  June 15, 2023
  RE: Response to BBB Consumer Complaint Case #********: ***********************
  
  Before we pulled her car in for the inspection, **************** signed the original work order, on our digital tablet, clearly showing that there would be a charge of $59.08 for our brake inspection (see attached work order).

  Some shops dont charge to peak through the wheels and give a rough guess as to the condition of the braking system.  That is not the type of inspection that we performed. This inspection consisted of having one of our skilled technicians take their time to drive her car into our shop, position it properly between the lift posts, properly place all four lift arms in the best position under the car, raise the car in the air using said $8,000 lift, remove all 4/5 lug bolts from all wheels, using pneumatic impact gun that they purchased, remove all 50 pound wheels from the car and place them on the floor, inspect the braking system closely now that all wheels have been removed, lift all 50 pound wheels back onto the car, install all 4/5 lug nuts using, precision torque wrench that they purchased, top off brake fluid with fluid that the shop purchased, lower car to the floor and park in front of the building because the brakes are not quite yet due for replacement.  We gave **************** this information, only to be informed that she planned on having a friend/relative perform the actual work, and not us, once the brakes were due.
  

  Ill agree that we should have discussed the fee verbally, but **************** should also read what she is authorizing before signing the agreement for service and should not assume that a professional service company is providing their services for free. With that in mind, and as a goodwill gesture, were willing to refund the amount of $59.08 to *****************
  
  Sincerely -- *********************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  had auto towed to this shop at 4:30 and told service that i suspected a fuel pump problem. i called there representative the next am and told him that they should do a diagnostic test that i was not a mechanic and needed relay on their diagnosis. they did a diagnosis and it turned out to be a complete different problem. when i went to pickup my car they billed me for a fuel pump and a diagnosis which showed that the fuel pump was not the problem. which i had not given my permission since the previous conversation regarding the shop diagnosis. i then requested the return of my old fuel pump and i received no return call regarding this.

  Business response

  07/27/2022

  July 27, 2022

  RE: Response to BBB Consumer Complaint Case #********: ***********************

  Mr. *********************** called Import Specialty Auto, on Wed. 7/13/22 at around 1:40pm, and spoke with one of our Service Advisors, **************  ************* told ***** that his ***** was chugging and that he wanted to have his fuel pump replaced.  As we always recommend,***** suggested that we perform a diagnostic to determine why his ***** was chugging because the problem might NOT be the fuel pump.  ************** declined the diagnostic and told ***** that he just wanted the fuel pump replaced.  ***** quoted ************* approximately $765 + tax/fees to replace the fuel pump and ************** agreed to the amount and the appointment was set.

  **************** ***** was towed to our lot the afternoon of 7/13/22 and ***** checked the vehicle into our system at 5:15 pm that afternoon (reference work order #**** date/time-stamped at 7/13 at 5:15 pm where the approved write-up states: Customer requests replacement of the fuel pump. Experiencing chugging while driving. Has declined diagnosis to verify. Understands a new pump may not resolve the problem.

  **************** ***** was dispatched to a repair technician at 8:24 am on Thursday 7/14/22.  The technician began replacing the fuel pump at 9:05 am and completed the repair at 12:50 pm.

  We never received a phone call (or any other form of communication) from **************,prior to 7/14 at 12:50 pm when the fuel pump replacement was completed,asking us to perform a diagnostic rather than just replacing the fuel pump.

  In summary, ************* declined our suggested approach to authorized us to diagnose his concern and, even though we told him that it might not fix his *****s chugging problem,he instructed us to replace his fuel pump without diagnosis. At no time prior to our completion of the new fuel pump installation did we hear from ************** changing his mind and asking/authorizing us to perform a diagnosis for the chuggingproblem.

  Sincerely,
  *********************

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