ComplaintsforYour Way Automotive

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We dropped our vehicle off at Your Way Automotive for a repair that was supposed to be covered by our warranty company. We dropped it off on 12/18/23and were promised it would be fixed and ready to be driven away on 12/24. We signed the paper guaranteeing they would get paid $1,926.50 from our warranty company when we dropped it off. (We later learned that they were not supposed to get paid until after they finished the work.) After checking in multiple times between 12/18-12/24 and being told it would be done on time, on 12/24 they told us that the car would not be ready. They said they were still ordering parts. After being lied several times, we decided to take the hour long bus ride and check on our car and talk to the shop owner. To our disbelief, they had not even started working on our car and our tailgate was open to the elements with our belonging still inside. We spoke to him and he said they would start that day (12/26) and that they had just gotten the parts.At this point we did not have a car and had to get another rental, one that was not covered by our warranty. They kept telling us it would be done for 8 more days. Them they told us we would have to pay out of pocket for parts because the warranty would not cover them. I call was the warranty company and they said they would cover the parts. They couldnt believe how they were trying to up charge us for the parts and labor instead of filing a claim with the warranty company. We finally picked up our car yesterday, 1/3/2024 after 16 days. After trying to charge us hundreds of dollars for parts and labor that our warranty covered. Right after leaving, our check engine light went on. We went to another shop to get it diagnosed and they had broken an engine part while fixing our water pump. We now have to pay to get that fixed. In the past 16 days due to their mismanagement of our repair, I have spent a total of $2,320. Ive already filed a consumer complaint with the city.

  Business response

  01/18/2024

  *********************************** husband ***** came to our shop to drop off his 2012 **** Edge SEL due to his water pump leaking. My mechanic inspected the vehicle and yes his water pump was leaking. ***** stated that he wanted Your Way Automotive to repair his vehicle. ***** stated to me that he had extended warranty on his **** Edge which is called ************.  My secretary named **** called the extended warranty at ************** and she spoke to *******, ***** and ******* and she was told that the water pump was covered with 2 cooling seals and the 3 gallons of antifreeze.  When the mechanic started replacing the water pump he noticed that the vehicle had other parts that needed to be replaced which was the Timing Chain Tensioner, Valve Cover Gasket, 2 Bolts and the Arm ***************** Filter and Oil.  I called ***** to let him know that he needed some more parts replaced and he said that it was not a problem to go ahead and replace the rest of the parts needed. I then called GWC Extended Warranty again to let them know if the Timing Chain Tensioner, Valve Cover Gasket, 2 bolts and the Arm Timing Chain were covered under their warranty and I was told that was not covered was the Valve Cover Gasket and the 2 bolts and the Oil Filter. I ordered the parts and the mechanic proceeded with the work.  I told the customer's wife ******* that we needed more time with the vehicle to replace the extra parts needed and she agreed for us to keep the vehicle for the time needed.  ******* states that the mechanic broke an engine part while fixing the water pump.  First of all, the mechanic did the work correctly, If there would of been a broken part in the engine she could have not driven the vehicle out of our shop.  ******* and ***** left without paying their deductible to us.  If there was a broken part on the engine as ******* states why didn't she come back to our shop to claim the problem. She then texted me and said that she was going to take me to court and put a complaint to the BBB. I have been in business for more than 27 years and I have always had happy customers. 

  Customer response

  01/18/2024

   
  Complaint: 21097670
  
  I am rejecting this response because:

  For the following reasons -

  The check engine light did not turn on until a few hours after we left the shop. So how could we have not left the shop?

  We did not have a deductible and how could we? All of the parts should have been covered under our warranty or they should not have ordered parts that were not covered. Also, thats not what deductible means. We would owe a deductible to our warranty company not to the auto shop. And our policy is a no deductible policy. 
  

  Why would I return my only way of transportation to a shop that kept my car for weeks, caused me to spend thousands of dollars out of pocket and broke my car? Thats illogical. 

  On their ****** reviews there is a review very similar to our situation so what does he mean by happy customers?

  
  For those reasons and many more, I reject their response.
  Sincerely,
  
  ***********************************

  Business response

  01/30/2024

   ******* states that we broke a part on the engine, If that was the case how could of she have driven her vehicle out of the shop. The vehicle couldn't have been moved if a part was broken on the engine. She says that her vehicle was at the shop for weeks, I spoke to her to let her know that her vehicle had additional damage and we needed to keep it a little longer and she agreed to it.  She also said that she was going out of town for the holiday and there was not a problem to keep it longer because she was renting a car to go to ********.  Her ************ company told us that she had $250.00 deductible.  If her engine light came on she should of brought the vehicle back to us to get it checked out.  ***** her husband was the one that brought us the vehicle for repairs and we dealt with him directly and he was the one that authorized the complete repairs. 

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