Complaints

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The original transaction was on 10-19-2022. I came in to have an oil change, the differential fluid changed, and a exhaust shield replaced on my car. I came to pick up my car, drove about ***** miles and at first I started to smell a faint burning rubber smell and then all of the sudden, the car lurched back on the highway and then a grinding noise started under the hood. I took the car back to the shop, confused, because I hadn't had any issues with my car prior to leaving the shop. A few hours later, I get a call that they couldn't figure out what was wrong with my car but that they wanted for me to go on a test drive. The technician comes to pick me up and the car is now accelerating without lurching on the highway but there are noises still coming from under the hood and it doesn't accelerate like it used to. *****, the tech, takes it back to the shop. I get a call from the owner the next day saying that they don't know what's wrong, they think it's the transmission, and that they're calling a transmission expert the work with. The owner then calls me back in the evening and says that I need a new transmission but they can't tell me why. At this point, *********, *********, and ***** had all told me that they weren't doing any work around the transmission and said that they had only replaced the rear differential fluid which is what they ended up putting on Carfax. I then realized that I left the receipt on the front seat of the vehicle so I couldn't look back at what they wrote but I knew what services I had done and learned that they had actually done work near the transmission after speaking to a family member. Knowing something was off, I called my insurance to tow my car to a dealership and I came to ********* with the causation of the damage, putting her shop at fault and I was met with gaslighting. She's demanding to speak to the tech and see the estimate with the dealer's info but they are my witnesses in case I do end up having to go to court.

  Business response

  11/04/2022

  Hi, I apologize for my delayed response. Your first email went to my spam folder so I didn't see it. I saw the second notice today. I disagree with several things the customer said in her complaint as to how things went and what was said. I don't believe we caused the transmission problem and can explain more about why I believe that and what I disagree with in her complaint, but at this point it might not matter. Last Friday (Oct 28, 2022) I went ahead and made a claim with my insurance company. They are investigating and we are waiting for their determination. So everything might be resolved soon anyway to the customer's satisfaction. If not, then I guess we can revisit this complaint.

  Customer response

  11/08/2022

  Ive attached some proof of my claims including an email from Carfax where she tried to hide the front differential. Its under a different garages name but the last time I got an oil change from them, it came up under ************ as well. Either way, its been well over a week since she filed the claim with her insurance, *** tried to contact the agent, and Im still without a car for over two weeks. I let ********* speak to the dealership to ask questions. There were some questions that were somewhat related but she spent most of the time telling the service manager at the dealership that her techs were master technicians and from my POV, she tried convincing the dealership that it couldnt be her shop that caused the damage to no avail. She then continually tried to get me to go through my warranty  despite me telling her that my warranty wouldnt accept the claim because they deemed the damage was caused by outside influence. I told her that I didnt have any issues or history of issues with my  transmission and that all of the evidence and the dealerships findings and answers to her questions were pointing to her shops negligence. I finally got her to go through her  insurance. If her insurance doesnt cover my transmission repair fully, well most likely  have to go to court or arbitration.

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