Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was taken in for check engine diagnosis and I was told by them that the wiring harness was bad and I needed a new sensor. I also had a coolant leak that they couldnt diagnose (find) I was quoted ******. Well I brought it to a mechanic friend who has worked in a shop and told me I was ripped off. Not only is the part ***** it takes *********************************************** electrical tape horribly. I trusted this shop for other jobs too. This now makes me scared and worried for the 5k my stepdad paid for the engine seals to be redone and what condition they are in

  Business Response

  Date: 01/24/2025

  I do not have any records to look this up. I do not see anyone with this name or phone number in our system. I need an invoice to proceed.

  Thanks Guy

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22851453
  
  I am rejecting this response because:
  My name is ******* ****** ph is ************. Account originally started under my step dad ***** Johnson 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/06/2025

  This was a ticket under ***** *******. This vehicle was checked and a sensor and harness connector was replaced. We determined that after the vehicle was driven a while the connector would intermediatly fail. We were not contacted until this complaint. This vehicle has been run low on coolant a few times and overheated prior to this repair. This repair and cost was valid so I'm not sure the basis of the complaint is accurate since there were no presented facts prior to the repair.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22851453
  
  I am rejecting this response because: this was only found out after I did my homework, and the car was brought to another mechanic to fix the coolant leak that you all could not diagnose. You could not figure out where the coolant leak was coming from the other mechanic found it and at the same time proceeded to tell me how I was ripped off from you all on this harness. This was a 30 minute job please explain what made it take 2 hours :) please explain the cost of the parts also. Now how should I feel after my stepdad payed you all 5k on an engine reseal? And for the record the car NEVER OVERHEATED. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July ******* 2016 Dodge Journey Repair by Guy's Automobile and Invoice for $733.49. Guy's automobile Install a ECM and Admitted they could not complete repair, And that the radio was now totally non functional. Took the car to ***** *** Dodge on **** ***** on same day, July22, 2024. ***** *** Completed repair, By reinstalling the original ECM and replacing the Radio that was destroyed by Guys Automotive's repeated attempts to improperly reactivate the radio codes.See the attached documents for details.

  Business Response

  Date: 10/08/2024

  To Whom it may concern:

   

  As previously sent to **** *******:
  
  As we repaired your vehicle, I told you we removed the alternator and sent it out for testing and it passed testing at a local Alternator shop. We did not charge you for the labor on this either.
  As we already told you, there is no warranty on a used computer, however, the computer and the radio are separate and one can not cause the code to not work in the radio. 
  You did not bring the vehicle in to us to try and warranty anything, so how how could we even try to help you?
  You have previously altered the vehicle's electric system and we only tried our best to help you solve the problem. When the vehicle left, it was working meaning the alternator was charging correctly and there were no engine codes.
  We can not be responsible for other problems on your vehicle and strongly recommend you remove all of the added electrical features to help reduce future problems.
  
  
  Thanks 
  *** ******

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22343842
  
  I am rejecting this response because: Please see attached response, 

  1.  there were no Previous messages or responses to two Certified letters to Guys Automotive . 
  2. You Stated that you would repair ie. flash the *** or replace it with a new or used  and flashed and working *** and radio.

  3. The newly installed *** was not necessary because the ***** dealer simply reflashed the original computer. 

  5. We had no assurance that the Guy's replacement  was actually working correctly.

  6. This statement is not true, According to ***** *** the ***** dealer, the *** is a Controlling or necessary component in many of the functions of the automobile, including the radio and climate control system as well as theft control.

  7.Also it is reasonable to expect a new or used part to be tested and fully functioning when the automobile is delivered back to the owner.

  8. The electrical wiring was basically from the battery to  and outlet near the trailer hitch.  The ***** dealer had no issue with the wiring.

  9. I, we are not professionals with diagnostic tools and we were told by Guy's that they were professionals and had the tools to do the job. And, they could make the car fully functional. n Guys Failed.

  10. Codes can be cleared for a short time and later the non-corrected fault will show up upon re-testing.

  11. This is also not true.  After guys released the vehicle, Neither the radio or climate control were functioning and the dash warning lights began flashing, in addition the small voltage indicator thatr was plugged into the cigarette lighter outlet still showed 16 volts.

  12. Recommending that I remove a perfectly fine wiring to the rear of the car is ridiculous.

  13. Guys is responsible for selling us a unnecessary part, the used Guys *** is in our possession and available to Guys.

  Additional comment:

  it is our understanding from Guy's letter that he reserves the right to install untested and possibly defective parts into a clients car and claim that that is okay because there is no responsibility of proper performance on his part.   Also the radio was working when we brought the car in.  How can I say the? Well, at least three times we were ask to obtain a code that would make the radio connect.  And that was because the radio was asking for a code, the proper code that would allow it to connect to a strange engine and ***  the radio froze.  This means the he radio was functioning properly and responding to anti theft protection and the improper codes permanently destroyed the radio. 

  This is much the same as Code on a cell phone of banking accounts, to protect from criminal type of actions.

  Sincerely,
  

  ******** Shea    John  *******

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22343842
  
  I am rejecting this response because:

  This is a more clear response attached,

   Thanks, **** *******

  
  

   

  Response to Message from ******** **** and **** *******

   

  10/17/2024

  To Whom it may concern at BBB:

  Below is the letter to you from Guys Automotive and for clarity our responses are in red.  There is also a conclusion in red as well to further clarify our position.

  Thank You,

     ******** Shea                         **** *******

  __________________________________________________________ 

  As previously sent to **** *******:

  There were no previous messages or responses to two certified letters  addressed to Guys Automotive from **** *******.

  As we repaired your vehicle, I told you we removed the alternator and sent it out for testing and it passed testing at a local Alternator shop. We did not charge you for the labor on this either.
  As we already told you,

  You stated that you would repair ie. Flash the (***) or replace it with a flashed and working Computer.

  there is no warranty on a used computer,

  The newly installed computer was not necessary because the dealer simply reflashed and used the automobiles original computer.

  And, we have no assurance that it was working correctly..

  The Computer (***) however, the computer and the radio are separate and one cannot cause the code to not work in the radio.  

  This statement is not true.  According to ***** *** Dodge, The *** is a Controlling or necessary component in many functions of the automobile, Including the Radio and its inter related Climate control function and has as well a built in theft protection.

  You did not bring the vehicle in to us to try and warranty anything,

  Also not so, it is reasonable to expect a (new) or used installed part to be necessarily tested and fully functioning when the Automobile is delivered back to the owner. 

  so how could we even try to help you? You have previously altered the vehicle's electric system

  The electrical wiring was basically from the battery directly to a trailer hitch for a power source.  The ***** dealer had no concern or problem with the hitch as an electric power source.

   and we only tried our best to help you solve the problem. 

  I, We, are not professionals with diagnostic tools and we were told by Guys That they were real professionals and could make the car fully functional; And Guys failed.

   When the vehicle left, it was working meaning the alternator was charging correctly and there were no engine codes.

  Codes can be cleared and for a time they will not immediately show up again when tested

  This is also not true, Neither the radio or climate control system was functioning at all the dash warning light began flashing as soon as we drove out of Guys lot, in addition  The small voltage indicator that we installed by plugging it into the cigarette lighter hole was showing 16 volts.  

  We cannot be responsible for other problems on your vehicle and strongly recommend you remove all of the added electrical features to help reduce future problems.  

  This is an absurd statement.

  But you are responsible for selling us an unnecessary part, the used ***, which is in our possession and available to you. 
  
  
  Thanks 
  *** ******

  The consumer provided the following when submitting the Complaint to BBB

   ******** R **** Guys automotive.docx

   

   

             Dear BBB, Additional comments: 

  It is our understanding from Guys letter that he reserves the right to install untested and possibly defective parts into a clients automobile and claim that this action is okay because there is no responsibility of proper performance on his part.  Also the radio was working as it should when we brought car in. How can I say that? At least three times we were asked to supply a code for the radio. Why?  The radio was working and asking for a code that would allow it to work with a strange computer and engine combination.  After several improper and failed attempts to enter an improper code for the situation the radio did as it should, it permanently disabled itself as it should. (a theft protection).

  Therefore the radio was working when it entered Guys Automobile.

  Even the cell phone that is in your hand requires a password, and to protect you from criminals, if it is repeatedly entered incorrectly the cell phone will crash and no longer be operable.

  The invoices and work orders are available.

  I feel the I should be refunded the full Charges of   

  Guys automotive Charged  ******** Shea                                             ..$   733.49

  Plus the after core replacemementRadio destroyed by Guys Automobile. $ 649.69   .          .Total  Requested Refund    $ 1383.18

                                                                                                Bank Charges             $      6.00

   

  **** Wolding            10/17/2024   ******** ****

  
  
  

  Business Response

  Date: 10/22/2024

  The vehicle was never returned to us to even reinstall the old ***

  The customers radio only goes into lock mode when the battery was disconnected. The customer gave us the wrong codes for the ******* times. The ******************** has the codes and only give them to the registered owners. We have no control if they do not give the correct code to the customer.

  Let me be clear, the *** flash is separate from the radio. The *** system for the key is also separate from the radio. The radio has a code and it does not change because of programming the *** or the ***. The customer's vin number was programmed into the used *** and it always retains the original vin number even if the current vin number is accurate. This is normal on ***** / ******** vehicles. I have programmed thousands of vehicles *** and have never ruined a radio in the process. Perhaps the over voltage caused the problem he is having? The vehicle is not designed to run on 16+ volts. 

   

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22343842
  
  I am rejecting this response because: 

   If the attached Document can not be retrieved Call ***********,  **** *******.
  
  Sincerely,
  
  ******** ****