ComplaintsforBill's Automotive Repairs, Tires and Mobil Gas

• Initial Complaint

  04/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I brought my son ****'s 2015 Hyundai Sonata to Bill's Automotive repair last week on April 6th, as the car was not running right, the transmission seemed to be slipping: I advised the service rep at that time to do an Oil Change and that something felt/appeared to be wrong with the transmission. She informed me they didn't work on any transmission repairs but would do a diagnostic review and advise. Later that day my son advised me they needed to order 2 sensors, that it wasn't the transmission after all, and that we could pick-up the car after Tuesday 04/12. On Thursday 04/14 my son and I went to Bills and picked up the car and I paid the bill of $948.45. My son then drove off to go to work, and not more than 10 minutes later, he texted me advising the car was running the same way it did when we brought it in. In fact, it was running so badly, my son had to park it, and take an UBER to work. My complaint is that the car was not fixed, and I was forced to pay for un-needed diagnostic repairs that were assumed would fix the issue. The Owner of Bill's Repair (Kevin) refused to recognize that the service was not received from my perspective. Instead, Kevin advised that Hyundai has a history of engine issues, and that my son likely was not taking care of the card like it should be. Kevin advised point blank straight faced that the car needed a new engine. I immediately asked why he didn't tell me that up front before trouble shooting unsuccessfully and costing me over $900.00 and the car still not fixed??? Kevin and the Mechanic new that Hyundai has a history of high mileage engine issues. My complaint is Kevin should have advised us of the Hyundai engine issues and that my Son needed a new engine. Instead, Kevin and the mechanic chose to pursue high-cost diagnostic work which did not resolve the issue and resulted in me being charged unfairly. I intend to receive a refund minus the oil change received.

  Business response

  05/12/2022

  Business Response /* (1000, 6, 2022/04/25) */ To whom it may concern regarding case # ******** On April 6th we received ****'s 2015 Hyundai Sonata and were requested to perform an inspection per the customers concern of the check engine light is on and the vehicle would not accelerate at all which he felt it was the transmission slipping. Our technician, a highly trained ASE and top-level technician performed an initial inspection and found the following: check engine light trouble codes present in the vehicle's onboard computer system. Trouble code XXXXXXX = oxygen heater control circuit bank1 sensor1 and trouble code XXXXXXX = knock signal range/performance. Following specified troubleshooting procedures and diagnostic equipment it was confirmed that the bank1 sensor1 oxygen sensor and knock sensor was hard fault indicating failure. The failed knock sensor was keeping the vehicle in power reduction mode and not allowing the vehicle to accelerate. We called to inform the customer of the required repair to which the customer agreed with, and we were told to procced with the repair. We then removed the failed oxygen sensor and installed the new oxygen sensor. We then removed the intake manifold as required for access and replacement of the shorted knock sensor. After the completion of the failed sensor replacements, we cleared the computer trouble codes and road tested the vehicle several times and found the vehicle now was accelerating properly and there was no remaining check engine light. The normal operation of the oxygen sensor circuit and the knock sensor circuit was now restored. During several road tests after the failed sensors were replaced, we found the vehicle is staying out of power reduction mode and running well. Upon our last road test, the check engine did start flashing. We then tested the computer system again and now that the knock sensor is working correctly it is sensing an internal engine knock/noise. Further inspection finds the engine to have internal knocking from suspected lower end/crank bearings. Hyundai has a service campaign out regarding an inferior metal being used in manufacturing the engine to which we can provide support data to the customer if desired. We advised to customer to seek the further repair needed with Hyundai under the campaign. Customer stated they would do so, proceeded to pay for and pick up the vehicle. We have followed proper diagnostic and repair procedures for this concern however we are willing to refund partial expense of $200 in effort to provide good faith customer satisfaction.

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