ComplaintsforAutomaster of Leesburg

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The vehicle was towed to Automaster in Leesburg, Fl. for a diagnostic to be repaired. Automaster said the Left Fuel Pump Sending Unit needed to be replaced, Struts, Power Steering Return Hose, Hood Lift Supports, Engine Air Filter, Cabin Air Filter, and Right Front Side Marker. We agreed to have the work done costing $3500.00 with 12 mos or 12000 miles warranty. Two weeks after the repairs were done the car stopped. We had it towed back to Automaster for repair. They said they couldn't fix the problem and suggested we take the car to *** for a module repair that they couldn't program. We towed to vehicle to *** in Ocala for repair. *** did a diagnostic and recommended replacing the Left Fuel Pump Sending Unit and the Struts as they were all scarred up from being forced into place. We have a video of the *** diagnostic. We went back to Automaster with this information asking for a refund and took the Sending unit for the to look at. They took part numbers and said that's not their part and *** was lying. We are asking for a Refund of $2027.21 of Automaster.

  Business response

  06/12/2023

  So yet everything was definitely wasn't told. I told Mr. ****** that if he brought back the fuel pump that we installed that was defective that a refund for the part & labor would be refunded to him. So when he showed up with a part that we did not install, he got mad because I told him that we did not install a continental pump we installed a VDO pump. And if the original part would have been returned to us there would have been no issue at all. But I can not and will not take back a part that we did not install. That is the only thing that was to be refunded. I told Mr. ****** that if there were other things that needed to be taken care of I would do it under warranty. So it still stands, if we get the original part that we installed which is a fuel pump manufactured by VDO back, I will have no issue giving him his refund on this part and the labor to install it, which totaled $720. If the original part is not returned, then no refund will be issued.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the Proposed Completion Date 07/23/2019 I had both the Left & Right Rear Strut Assembly replaced. The Service Advisor was advised that only Manufactured parts be replaced (************* only) on my vehicle. I was advised he will call ************* to order the struts and would cost $1,503.70 per strut with a 24 month/24000 mile warranty on all parts and labor unless otherwise specified. Now be advised my vehicle have been serviced on 08/10/2020 for Front Strut Assembly. After completion further inspection shows no leakage in the rear struts. Make note that a A service was done on 08/13/2019 after the install of the rear struts was replaced and just curious why the mechanic didn't noticed the rear struts leakage. Then on 08/04/2020 vehicle in for a D Service and noticed no issues on the rear struts. And finally on 04/25/2022 a C Service when the mechanic noticed the right rear strut was leaking. I was advised that my warranty had expired on that part with 11,000 miles. However, AutoMaster would not even consider contacting the Manufacture about the strut only lasting 2 1/2 YEARS with only 11,000 miles on that strut. Being a loyal customer since 2014 he would at least consider my concerns that those struts cost $1500 each. Note that I had them call the dealer and they stated they have no record of that strut. So it must be a after market product. No after market strut is going to cost $1500 each. Where did they get those struts?

  Business response

  06/14/2022

  Business Response /* (1000, 5, 2022/05/24) */ I HAVE OFFERED TO REPLACE THE ONE STRUT UNDER WARRANTY AND HE WOULD HAVE TO PAY FOR THE OTHER STRUT AND HALF OF THE LABOR. STRUTS SHOULD ALWAYS BE REPLACED IN PAIRS. I AM HAVING TROUBLE LOCATING THE PARTS AND I DO NOT BELEIVE HE IS INTERESTED IN MY OFFER BECAUSE HE NEVER REPLIED BACK TO ME. Consumer Response /* (3000, 7, 2022/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) First I would like to thank BBB for their investigation into my complaint. However, my request for a complete replacement for both rear struts. I do understand that the warranty did expire to the terms stated on the invoice. My real complaint is that the struts aren't a Manufactured part. AutoMaster couldn't find where the struts came from after searching their invoices of the order. ************* had NO record of the order for the struts on my vehicle. This is really my complaint that it could be a after market product. BBB again I would like to thank you for my complaint. I would like to close this case with no further filings.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Took my car for repair of a parasitic draw, they stated on invoice that there was a large draw coming from the back up light circuit, but verbally they told me it was coming from the instrument cluster. In writing they stated that there was wiring repair at the reverse switch and that there was 0 draw, but verbally they said they couldn't repair it because they couldn't give warranty on the part. on the invoice they state 1 hour of labor at $125 and vehicle diagnostic, but they charged me $412.93 after having kept my car for over a week without resolving the issue. I complained online and they replied to my online complaint saying contact them, i contacted them multiple times by phone and email, but they just ignored me.

  Business response

  12/15/2021

  Business Response /* (1000, 10, 2021/11/09) */ In regards to the claim against our shop, the information you have received from the person submitting the claim is inaccurate. The customer previously purchased an instrument cluster and installed it himself. When the car was brought in, we entered the job as a diagnosis of a parasitic draw occurring. The draw was traced to a back up lamp stemming from the cluster installed prvsly (by the customer). Cust. was made aware of this verbally on the phone. He was told he needed a new cluster due to failure of the one he had installed ..We did refuse to install or warranty a new part due to us having nothing to do with the purchase or installation of the malfunctioning cluster the customer installed prior to bringing the car to us. We suggested a replacement of that part which the customer purchased on his own and we continued to trace the cause of the parasitic draw. This process was very lengthy and took over six hours to complete. The customer was informed of the progress throughout and was only charged for 1.5 hours of labor due to being upset about HIS faulty part and installation. When the final cause of the draw was determined, the customer refused the repair stating he wanted to do the work himself. At that point we told him he could come pick the car up as we had completed the diagnosis and determined the cause of the power draw. The customer came in and paid the invoice amount in full and left with his vehicle. Consumer Response /* (3000, 12, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The instrument cluster (top) was installed AFTER they returned my vehicle, i had not changed the part because I could not get a bolt for the radio out., I told them that I was suspicious that the top cluster was the cause of draw because it would not always show the whole display. Papers uploaded confirm this and they are obviously lying and fraudulent.

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