Complaints

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2024 I brought my car to Kennys specifically for an issue I had with the car decelerating while having high RPMs. Its also clearly stated on the paperwork for the transaction of work performed in my vehicle. Kenny performed a diagnostic test but stated he would need to perform a smoke test for an additional $120 to pinpoint the issue. I said that would be fine. Kenny stated that the issue was due to a cracked rear main seal. I asked again if that was going to fix the deceleration and high RPMs. He said yes it should. I even asked if it doesnt fix it and its still doing the same thing am I going to have to pay for another costly repair? He told me I wouldnt have to pay for another repair if this doesnt fix the issue, that there would be a NAPA warranty attached to the work. I agreed to have the work done and paid him $1538. Since the work was completed I have experienced the same exact issue multiple times. I informed Kenny that the car was experiencing the same exact issue and returned my car to his shop for review. He said they couldnt get it to perform the issue. I picked my car back up. My husband brought the car back as having the same issue and thats what we had been informed to do. Kenny refused to look at the car or acknowledge that he knew of the issue previously and he fixed a leak. We brought up that the work was warranted to fix the issue we brought it in for so we shouldnt have to pay for it to be fixed. Kenny said that he fixed a leak and that what I was mentioning sounded like a switch issue. I asked why he wouldnt fix the actual root cause of the issue and instead replaced a seal? He said he couldnt answer that question. We showed him the paperwork that stated the issue we brought it in for and he had no reply and no answer for why he didnt fix the car as requested on his own paperwork.

  Business response

  07/24/2024

   

  Kenny's Automotive Repair is a highly respected motor vehicle repair shop. The invoice states the exact work that was performed. The invoice states the exact parts that were replaced. All work was professionally performed. All parts were purchased from reliable motor vehicle part suppliers. The consumer does not identify any work that was not properly performed. The consumer does not identify any part that was not properly replaced. The consumer does not identify any part which was replaced which did not perform as expected. The consumer does not identify a specific warranty and identify how the warranty was not honored. The vehicle was reinspected and there were no specific noted deficiencies in the work performed, there were no noted specific deficiencies in the replacement parts used. The were no codes indicated.     
  

   

  Customer response

  07/24/2024

   
  Complaint: 21984635
  
  I am rejecting this response because:
  
  I was informed that the parts replaced would remedy the said problem on the invoice. I asked before any work was performed if the repairs would in fact fix the problem specified. I was told that it would. When I picked the vehicle back up it had the same issue and I called the shop immediately and I was told to bring it back because IT SHOULDN'T BE DOING THAT. I left the vehicle there and they said they couldnt get the car to do it. I didnt understand why because I drove it less than 4 miles and it did it multiple times. When we picked up the vehicle the second time Kenny said that one of the employees did some work on the car and when asked what work was performed Kenny said he tightened a pipe/hose that was loose and fixed the problem. We test drove the vehicle with the mechanic that we were told performed the work the second time, the mechanic told us that he didnt touch it. He only drove the car and it didnt do anything. We brought back the car a 3rd time and Kenny refused to look at it. He told us that he couldnt answer why it was still having the same issue. The parts are not faulty that were replaced on the car, its the work in total that was performed that is not fixing the problem that Kenny specifically said it would fix. The reason we brought in the car in the first place.
  Sincerely,
  
  ***************************

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my daughters 2007 ********** Jetta to Kennys because of overheating, he charged me $65 to diagnose the issue and stated it was the oil filter housing that needed to be replaced and that was causing the car to overheat along with replacing the manifold intake gasket. I ordered a brand-new oil filter housing, and he installed both parts. He called a couple days later and said it was fixed, paid $506. icked up the car drove it home; the car is overheating again. Contacted Kenny and he advised to bring it back in which i did. He kept the car from Thursday 9/20-9/25 , I'm calling every day to see what the issue is now. He then contacts me to say it's a cracked head gasket and that will be $2300 to fix. I explained I've paid a total of $572 and you keep telling me something else is the issue every time. He states he didn't drive it that far after fixing the oil filter housing to save the customer money on gas and he never did the test that would have diagnosed the issue from the beginning. I go to start the car to take it home and the brand-new battery is dead, and the dashboard is reading as if the car is still on. Which means they left the car running until the battery died which I'm assuming is what caused a cracked head gasket. He was super unprofessional and walked away from me as I was talking to him stating we are going around in circles.

  Business response

  10/10/2023

  
  *** vehicle was 16 years old and had ********** miles. *** consumer misstated and misrepresented the facts. *** vehicles engine and system were damaged due to the vehicle having been driven while the vehicle was overheated prior to being delivered to the repair facility. *** repair facility did some limited and authorized repairs in a professional manner. *** consumer signed a written statement that once a vehicles cooling system had overheated and was compromised that the repair facility was not responsible for any other damage that *** have resulted due to the overheating. *** consumer had driven the vehicle while overheated and there was permanent damage to the engine caused by the consumer previously driving while the engine was overheated. *** consumer is trying to place the blame on someone other than the consumer when the consumer damaged the vehicle due to driving while overheated. *** consumer refused to authorize and pay for the necessary repairs. No work was performed that was not authorized. *** consumer is refusing to accept responsibility for driving an older vehicle with ********** miles and a damaged cooling system until the consumer had damaged the vehicle.   

  Customer response

  10/12/2023

   
  Complaint: 20662726
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  10/13/2023

  Everything he Kenny stated is untrue. I paid for a diagnostic test he stated there was a leak in the oil filter housing which caused the car to overheat . There was no oil leaking which I explained that to him so how is the leak coming from there to cause overheating nonetheless I paid $506 . I picked up the vehicle drove home less than 3 miles and it was overheating again. Called him the next morning to inform him he said bring it back in which I did then he said its now a head gasket crack I said why did u just have me pay the $500 if that wasnt the issue now your wanting me to pay $**** . I paid you to diagnose the reason for the overheating and u basically guessed . No one drive the car it was impossible to drive the car anywhere because of the overheating which he knows. Yes I refused to pay **** because I had just paid over $500 for the diagnostic and the oil filter housing. That is extremely bad business, and when I picked up the car it had to be jumped because the new battery was dead because of them leaving the car on . The brake line hose is damaged and another hose was installed incorrectly when Kennys automotive put the car back together. He is so unprofessional and rude when I stated my concerns he walked away from me not even trying to resolve the issue just demanding that I pay an additional amount. Which I refused because I paid for what he diagnosed only to be told its now something different. Thats a rip off , you you expect me to continue giving you money for you to say a different issue everytime. Absolutely not. I will be pursuing a small claim against this guy, and  expose him for handling business in this manner . He should be ashamed .

  Business response

  11/04/2023

   

  This subject vehicle is a 16 year old vehicle with more than ******* miles in very used condition.
  

  The consumer had driven the vehicle, abused the vehicle, and permitted the vehicle to substantially overheat over an extended period of time. The consumer was notified that the entire engine *** have permanent damage from the abuse and the overheating. The consumer paid to have an ********** Cooler removed and replaced. The repair work was performed within the industry standards at a very reasonable price.
  

  The consumer was notified in writing and she signed and acknowledged the document that once a vehicle's cooling system has overheated and is compromised, that the repair shop is not responsible or liable for other damages that *** result of the overheating of the vehicle. The consumer was also notified in writing and she signed and acknowledged the document that as a result of the overheating of the cooling system there *** be damages to your vehicle that were not ascertainable during the original inspection and repairs.

  The consumer drove the vehicle and now wants substantial engine work performed but does not want to pay for the substantial engine work.
  

  The matter is closed as all work was professionally performed. The consumer abused the old vehicle and now wants free mechanical work.

  Thank you,

  Kenny's Auto Repair
  

   

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