ComplaintsforBig O Tires #5

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in on December 22, 2022 due to overheating and low coolant light. They told me it was a water pump and it would cost 1099.00. I picked my car up on December 26th. On December 27 my check Coolant light came back on so I checked and there was no coolant in the car and it was still smoking. I immediately called and they told me that to bring it back in and that some of my hoses may have burst due to dry rot. When I took my car back with my husband they stated that it was a hose going to the oil cooler and was under the intake but they could not do this because my car was a supercharged and they did not have the tools. My husband went up there and looked at the water pump that they took off which was right in front. My car is only 5 years old so dry rotted hoses is not likely. They changed the water pump because they could get to that but In Reality it was never that because it was never fixed from the beginning because they did not have the knowledge or the tools to do the job! I am now taking my car to the dealer with no resolution and 1100 gone and they did nothing for my car. I am in the process of filing a small claims case against this company

  Business response

  02/07/2023

  ---------- Forwarded message ---------
  ***** **************************** ***** **** *** ** **** ** ***** ** ******** ****** ******** ********* *** ******** **********************
  

                To whom this may concern,

   

            Yes the truck did come to my shop leaking coolant on December 22, 2022.  At that time we diagnosed the truck after doing a pressure test as a water pump leaking.   We installed that and had a few brittle hoses connected to the water pump cracking and starting to leak.  At no charge to customer we installed 3 new hoses purchased from the ****** dealership. After performing the repairs we pressure tested the system found it was holding pressure and test drove it a few miles to verify that it was repaired.  The next day the customer called me said her truck was overheating again and smoking.  I advised her to get it to me immediately.  Almost a week later January 02, 2023 the customer returned with the truck bellowing smoke like it was on fire.  I got the truck to my mechanics and found that leak was now coming from under intake and also under the turbo.  *** *********  who owns ******** heating and air,  came in and I showed him the old water pump that we took off and where the new parts was that we installed.  I explained its no different than his A/C repairs if you repair what you see leaking the next leak is the next weakest spot.  I also explained that I could not perform this repair because I did not have the tools to remove the turbo.  Mr. ******** stated that we should have recommended all  possible coolant repairs and for them to decide what they did and did not want fixed.  That's what he does in his business that way if a customer calls back its on them.   I explained to him in that if I was to do that on every car it would consist of replacing the radiator, engine and pulling the dash to replace the heater core.  Also after that all the hoses and overflow jug would also need to be replaced for the whole system to be insured that it didn't leak. I also told him nobody in the auto industry does it that way.  its the same everywhere get the vehicle in, pressure test it find the coolant leak, repair it and pressure test it again to ensure that vehicle is finished and holding pressure.  When his left my shop it was not leaking or overheating.  It returned leaking in a different spot and one I could not even try to repair.

   

   

  Thank you 

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

  
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• Initial Complaint

  07/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was there to fixed my car AC and the guy there told me Imma pay 160 bucks I said okay 160 is fine and then I was waiting for a couple hours After that the guy come up to me again he told I’m sorry your car got another problem you need to buy a refrigerator I said are you sure he said yea I said okay imma pay for it and then I need a receipt of what you buy he said okay After that I go outside talked to the guy who’s working on my car I said did you replace something on my car he say no we just refile your gas. I said cool I was waiting to pay and get the receipts. when I get the receipt I haven’t seeing they buy nothing or replace anything I told them I want a receipt of what we replace on my car no receipt when I get home I call them to talk to the manager They told me the manager not here They told me the owner will call me after 6days the owner call me and told me the money I pay it’s correct nothing he can do The owner be upset and mad on the phone I don’t think he knows how to talking to peoples or the client to solve a problem But finally it’s something I have to pay 160 bucks and they took 434.39 bucks for that

  Business response

  07/11/2022

  Mr. ***** came to us because his A/C wasn't cooling as it should.  We told him that an evacuate and recharge was around $160.00.  When the technician got the car and opened the hood, we discovered that his car requires the new Freon developed recently within the industry. This Freon is labeled *******, as opposed to the most common Freon of *****. This newer freon the car requires ; has a normal cost of between $400 to $500,  depending on the systems total capacity required.  once we noticed this difference in Freon and costing we advised him. He, approved the work to be completed.  He now has a misunderstanding of the verbiage. our invoice states we replaced / refilled the refrigerant,  which is a term used for Freon. he is mistakenly thinks the word refrigerant is interchangeable  for refrigerator. There is no component known as a refrigerator in a vehicle. The customer does speak English well, which creates a language barrier.  We also informed him that the evacuate and recharge process is a thorough diagnostic process, and he would need to return in a few days, which would allow us to determine the location of a leak if one becomes present at a later time. An evacuate and recharge pulls a vacuum on the ac system (sucks in), this allows us to determine the amount of liquid and vapor capacity, between the high and low sides of the ac system that is currently in vehicle. Once that is determined, we can correlate the total fill capacity, and determine the proper amount needed to ensure a proper Freon fill is achieved. This puts the system under pressure ( blows out)  this ensures we do not over nor under fill the air conditioning system. One issue with Freon, is that it is clear, like water. which makes this liquid troublesome to find a leak. The evacuate and recharging of the air conditioning system, we add a fluorescent dye, this enables us to identify a potential leak at a later date, in a situation such as Mr. ******** when the vehicle passes a vacuum and pressure testing. my partner and I were out of town for a company convention, when this unfortunate incident and misunderstanding occurred.  On returning **** (my partner and owner) called him in an attempt to resolve this issue. **** was on the phone for 45 minutes trying to explain to him all of this with hoped to clarify the misunderstanding.  Mr. ***** is uncompromising,  that he wants a receipt for having a refrigerator replaced in his Honda.  **** tried to explain to him that he is misunderstanding the of the verbiage and billing of services on in invoice. There is a simple resolution, he can open his hood with us, or a service professional of his choosing, and identify the air conditioning placard placed under his hood of his vehicle. It will clearly state the type of Freon required (*******). Then call a service provider of his choice, and identify the cost of this service. this will add validity in our costing of service.  In conclusion the vehicle is not repaired this is only the first step in diagnosing vehicle

  thank you 

  ***** ******

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