Complaints

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Jasons auto in *********, ***** on June 12th 2022. My ***** Fit 2012 has been locking and unlocking randomly and while the car is parked. On June 13th I left my keys in the ***** auto services overnight lockbox with an envelope asking them to call me with an estimate before they begin working on the car. On June 13th, 2022 at 2:36pm I got a message from ******* stating that the ***** Fit 2012 was ready to be picked up. I go to pay the amount which was ****** dollars. ******* handed me my keys and a receipt that states the amount paid for fixing the locking and unlocking of my car. I drive off the lot and about 3 miles in my car begins to lock and un lock repeatedly. I give ******* a call back and she tells me to come back as soon as I can. A tech looks at it for 20 minutes and then hands the keys backs to *******. She told me to come back tomorrow if I cant live with the Repeated unlocking and locking. So I come back the next day, one of the mechanics said that they had to take out a faulty alarm system and now in order to get it fixed they need to order a part that I will have to pay for on top of labor. I went into that business to get my car to stop locking and unlocking. They charged my card without fixing the problem. on the receipt it states vehicle locks and unlocks repeatedly and often.

  Business response

  06/21/2022

  ********************* came into Jasons Auto Service on 6/14/22. The complaint was that her 2012 ***** Fit
  was randomly and repeatedly locking and unlocking itself.
  Once the vehicle had arrived for the appointment that Monet had made, our technician had discovered
  an after-market security system that the customer was unaware of. That system would not allow the
  vehicle to talk to our scan tools to get to the reason of why the car would lock and unlock itself.
  ************** was then brought out into the shop and was showed /explained to that we would have to
  start with the removal of the security system, once that had been completed, we may be able to figure
  out why the car was having the issue with the locks.
  We spent approximately 3 to 4 hours on this vehicle getting to the system and all the wires to remove it.
  We did think that the issue may have been resolved, but it was a starting point, as the customer had
  been informed. When she came to pick up the vehicle all seemed to be in order. However, she called
  back within 5 minutes of leaving and was having the light/ warning come on her dash. I asked her to
  bring in back in, we did scan the car again and it was now telling us that the door lock on the drivers
  side was reading an error. Basically, the drivers door latch would need to be replaced.
  She came back in very upset and was stating that we did not do any work, including removing the
  security system, that she never gave her consent to that, even though she authorized it through our
  system. At this point I issued Monet a full refund. We also went into the shop to locate the security
  system for her to see. Unfortunately, she left before we could give it to her. I did understand her
  frustration, which is why I gave her the refund even though she was told the initial diagnosis and
  security system removal was just the starting point

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