ComplaintsforPN Auto Body & Mechanical Repair

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  PN Auto has been working on auto body repairs to my car since the first week of September, 2023. I was hit by another driver and needed my passenger side doors and wheel fixed. After "fixing" it, they allowed me to drive it off the lot with no working airbags (airbag warning lights were on and blinking) and the rear passenger window would roll down, but not back up. I brought it back to the shop then next day they were open (they're closed on the weekends so I had to wait) and I still have not received my car back to this day. I was told they needed a specialist to fix it and here it is, October 16th, 2023, almost 2 months later, and still, no car or contact.

  Business response

  11/02/2023

  We are sorry to hear that you are dissatisfied with the services you recently received. Please know that we understand your frustration.
  
  As you are aware, your car underwent repairs after an accident and a repair authorization was signed on September 8th, 2023 when you dropped your vehicle off. We take pride in our work and completed the repairs as quickly as possible.
  
  When we called you to pick up your vehicle, the airbag light that was on upon arrival had turned off after a replacement of your airbag sensor. We obtained this part from a dealership. An independent programmer confirmed the part was working properly after programming the sensor, and we completed a successful test drive. It’s likely that the next key cycle triggered the fault to occur, which can happen with a defective part. When you came back with the airbag light on, our mechanic tried to find the root of the problem, but could not. 
  
  We then had three different companies- the original independent programmer, another independent programming company, and a dealership- evaluate the problem. This process took some time, as the independent company and programmer both had several-day wait times, and the dealership could not take your car in for a week and a half.
  
  Despite all of our best efforts, the issue persisted until the dealership determined the original replacement sensor they provided us with was defective. Unfortunately, the General Motors strike was ongoing at the same time, making it difficult to source a new replacement sensor. The dealer was able to obtain the part from an out-of-state dealer after about a week.
  
  Throughout the challenge of dealing with numerous outside companies, our priority was to diagnose the issue and resolve it quickly. We apologize if our communication was not up to your expectations during this time, but we assure you that we did our absolute best with the limited information we had from these outside companies to fix this.
  
  We know how frustrating this must have been for you, and we sincerely apologize for any inconvenience and delay that you experienced. Please know that we take our customers' feedback seriously and we will do our best to ensure that such a situation does not arise in the future.

  Customer response

  11/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Seth from PN Auto was a nice guy however they had me going back and forth from their shop with the same issue just a different code. They had replaced my crankshaft sensor twice one was an oem part from a wholesaler wouldn't start other one was a ***** also from a wholesaler gave me a different code then when I originally came in. They also replaced pigtail connector because they broke the other connector. I left unhappy and not satisfied with the job they did because now I had a check engine light and a different code and the issue is not fixed. They also gave me the run around in multiple ways will not be returning there. I was refunded some money originally through a check which I told them I wanted it back on my card. The amount refunded was for the crank sensor part only. I agreed at first however I had trade in my previous car for another car because now it wouldn't run properly. They caused my car to need a whole new wiring harness.

  Business response

  10/17/2023

  Thank you for taking the time to leave a review about your experience at our shop. We are sorry to hear that you were not satisfied with the job we did on your car, but we appreciate the opportunity to address your concerns.

    We are aware that you had to return to our shop several times for this issue, which is understandably inconvenient and upsetting. 

   

  We want to assure you that we did everything in our power to fix the issue. We attempted to replace your broken crankshaft sensor with an OEM part from a reputable wholesaler, however the part was faulty. We then reordered and replaced it with another sensor. We also replaced the pigtail connector as it was broken due to age and heat exposure from the proximity to the exhaust, causing the plastic to be brittle. 

   

  Due to the faulty part, and due to your request to only bring your vehicle in on Fridays or Saturdays, this repair took longer than anticipated. This part was critical to completing your repair. Our team had to wait for this part to come in, then schedule a time that worked with your schedule.

   

  Regarding your comment on the check engine light and a different code, we would like to clarify that the check engine light was on before we took your car in. We can only diagnose the issues that are currently present and cannot guarantee that new issues won't arise. We’d also like to address your claim of needing a new wiring harness due to the repair we performed. We find this accusation to be unsubstantiated, as the repair order submitted from the other repair shop you visited clearly states the replaced sensor and wiring harness appeared to be OK.

   

  We pride ourselves on providing excellent customer service, but we understand that we didn't meet your expectations this time. We apologize for the inconvenience caused, and have issued you a refund to make things right. We know how frustrating car repairs can be, and we hope that we can regain your trust in the future."

  Customer response

  10/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Did you notice the page that had the estimate? It shows wiring harness was part of the estimate and possibly ecm afterwards. The wire harness should have never been cut there is a way to remove connector and replace with new one. I don't believe the connector broke because of exhaust heat. Probably from being mishandled. I can't believe you think this is okay. Also when I recieved a partial refund at first was made out a check not refunded back to my card. All seems pretty shady to me. I never had the check engine light illuminated on my dash until I brought it to your shop. Also I don't understand why parts are bought from a parts wholesaler when can be bought from the appropriate dealership. Also I brought my car to a ****** dealership obviously the wire harness is no good the check engine light was still on they tried a know part that worked and issue stilI wasn't resolved. So whatever your mechanic did screwed it up. I will not be back again. 

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

   

   

  Business response

  10/24/2023

  We understand your frustration, however to detail further how we find the need for a new wiring harness unsubstantiated when reading the invoice you supplied from the dealer the dealer technician clearly states , "checked sensor and replaced pigtail. appears ok." Their technician is referring to the work we had done previously and verified in that statement that the work we preformed was ok. If they determined it to be ok then we are unsure why they then recommend a wiring harness replacement considering the technician claims the repair was fine. Splicing for wire repair is a very common repair method when it comes to pigtails as well. Again we apologize for an frustration this has been on you and hope to regain your trust one day.

*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. ↩