Complaints

• Initial Complaint

  09/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is due to mechanic not wanting to uphold his warranty policy. The mechanic is wanting to say the warranty period is over but the warranty provided says 3 years or ***** miles. I have previously called the mechanic over due to a different part being faulty. The mechanic did not want to check the vehicle at all. As I was advised by the mechanic that he will not check anything. Okay so later when a different part being the spark plugs was the reason for the issue. The mechanic did not want to uphold his warranty. Instead he rather send the money for the parts back instead of upholding the warranty for the parts. As a customer I am dissatisfied with the way I was treated. The mechanic even went as far as to say to not contact him again. Due to me wanting him to uphold his warranty. Due to this I would like for a reimbursement of all the services provided since the mechanic is saying to not contact him regarding any warranty concerns.

  

  Business response

  09/25/2022

  Customer ***************************** is stating a warranty policy that states 3 years or ****** miles is not being honored by my company. This statement is false as the timeline below indicates the initial warranty granted was indeed upheld and resolution sought after was already granted prior to resolution being requested through BBB. Initial vehicle diagnostic was completed on Jun 10, 2021, a Thursday at 12:00pm. The diagnostic consisted of an inspection service where the mechanic scanned the computer system for diagnostic trouble codes and performed the pin- point test and then made repair recommendations. On Jun 15, 2021, a Tuesday at 11:00am a Spark Plug Replacement was performed. Then the first Ignition Coil Warranty was granted and performed by a company employee on September 06, 2021, at 3pm. A second warranty was granted just six months after on March 07, 2022, a Monday at 9:00am. Then on August 31, 2022, a Wednesday a THIRD ignition coil replacement was performed. Please note the best time to replace your cars ignition coil is once every ten years and the warranty had already been granted three times in a time span of 14 months. To keep a warranty valid, it is common knowledge that youll be expected to follow and document your factory-recommended maintenance schedule to avoid improper maintenance. In this case it is clear that the labor and parts are no longer responsible for the failure in the spark plugs and they could possibly be being damaged by some other components surrounding them. The responsibility of those parts falls outside the job and diagnostic initially performed. However, I went above and beyond my duty and refunded the client ***************************** for parts prior to his complaint. In the report the customer stated that the Desired Settlement is a Refund however also states "Instead he rather sends the money for the parts back instead of upholding the warranty for the parts." These contradictory statements prove an inability to satisfy the client and therefore after granting desired resolution I am granted the right to refuse further service hence communication regarding the vehicle.

  
  
  

  
  

  Customer response

  09/26/2022

   
  Complaint: 18123317
  
  I am rejecting this response because:
  
  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. ↩