ComplaintsforBemudo Automotive, LLC

• Initial Complaint

  11/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 04, 2021, I took my car to Bemudo Automotive to replace the oil pan. I paid $1,014.36 for a new oil pan gasket, oil change, and labor. On October 17, I discovered on my garage floor, a considerable amount of oil had leaked from the car. I texted **** from Bemudo Automotive to inform him of the oil leak. He never responded. I decided to call him and make an appointment. On October 20, I dropped off the vehicle at Bemudo Automotive. They provided me with a "loaner" vehicle. Before I left the parking lot I noticed the gas tank was almost empty. I go back in Bemudo to see if they were going to be able to look at my car the same day since the loaner vehicle was almost empty. The employee named ****** got an attitude and stated, "she wouldn't sure if my car was going to be seen today, and I should be happy to get a vehicle." I asked to speak to ****, the owner, ****** continued to be rude a loyal customer. **** comes in by the front desk and I inform him of his employee's unprofessional attitude. **** takes me outside and I explain to him what happened. **** then said, "On my last visit I didn't thank him for working on my car". **** then starts to yell extremely loud at me about not thanking him for all he's done for me and my family. I remind him that I have always thanked him, and as a customer I'm not required to thank him for a service where I'm paying him. I leave because the environment was terribly hostile and I didn't feel safe. On October 25, I take my car into Honda for an evaluation of the oil leak. The service person informed me they found the oil leak, and it was from the oil pan. I then immediately texted **** from Bemudo Automotive to inform of the oil leak. **** texted back, " he could possibly get my car in on the weekend". I then replied I need a definitive day and time. He never returned my text. Mu husband and I decided to have our vehicle repaired at elsewhere. We would like reimbursement from Bemudo. I didn't feel safe going back.

  

  Business response

  02/28/2022

  The following is our response.

  We apologize that you feel that your experiences at Bemudo Automotive have been unsatisfactory.  On October 4, 2021 we received a call from Ms. ****** because she was at a **** dealership to get her oil changed and they told her that she needed an oil pan because it was leaking oil. The dealership quoted her $1500.00 to replace the oil pan. We offered to replace the oil pan for $1000. She also expressed concerns that she would not be able to pick up her son and husband if she did not have transportation. We picked her vehicle up from the dealership for her and gave her our personal vehicle so that she would not be inconvenienced.

  We inspected the vehicle and discovered that the oil pan drain plug had been stripped due and the oil pan would need to be replaced. We got the parts in and fixed the vehicle on the same day. Our technicians stayed until 8:51 PM to make sure that her car was repaired. We close at 6 PM.

  The customer called on October 19,2021 to let us know that she noticed oil leaking from the vehicle. She was asked to bring the vehicle to the shop. The technician visually inspected the vehicle on the ground and noticed that the oil pan was wet but couldn’t be sure until we could get it on a lift and fully inspect it. She was asked to bring it in the next day and drop it off for further inspection.

  When the customer returned on October 20, 2021 to drop her vehicle off, she was given our personal vehicle to drive so that we would have time to check it out.  The customer returned and asked if her vehicle would be done today because the vehicle she was given did not have much gas in it. She was told that we would try our best, but we wouldn’t be sure until we checked out the vehicle. The customer stated, “Since you can’t give me a yes or no answer give me my f***** keys back.” Her keys were returned to her without complaint.

  We went outside with her to check the gas in the vehicle and noted that it had over ¼ tank of gas and let her know that if she needed more, she would have to put gas in the vehicle. Also brought to her attention that we have previously gone out of our way staying late, loaning her personal vehicles, helping her after hours and accommodating her needs even though we were booked with other customer's vehicles on multiple occasions. She has never shown any gratitude for these efforts. Another employee also confirmed this with her. The customer left with her vehicle at this time.

  The customer later texted that she took the vehicle to the dealership and they found that it was leaking from the oil pan. We let her know that she could bring it that weekend. We called her to confirm the appointment and let her know that we would inspect it and that it would be covered under warranty if the oil pan was leaking. She stated that she would take her car elsewhere.

  Any repair we do is covered under warranty but needs to be inspected so that we can determine the cause of failure. Since the customer refused to allow us to inspect the vehicle there is nothing we can do at this time.

  --

  ******* *********

  Bemudo Automotive, LLC

  ************

  Customer response

  03/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [reject Bemudo Automotive's response. When I called Bemudo Automotive on October 25. **** stated he wasn't sure if the work was under warranty since it came from a different city in Kentucky. Also, on October 25th in text **** stated " We can set up an appointment to drop it off POSSBILY"  this weekend. My response was, " What day, I need specifics?". **** never replied. When I received no response from ****, my family decided it was best not to return due to my safety, and all the hostility from their unprofessionalism, and **** and his employee yelling profusely at me. It was one of the worst experiences I've ever experienced and witnessed. Even if **** did reply, I still would not have returned. ]
  
  Regards,
  ****** ******

*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. ↩