ComplaintsforBurnsville Auto Repair

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2008 ****** Outback on August 22nd. to Burnsville Auto i explain my self that the car was over heating it was around 9 am, then they call my cell at 10:23 to let me know that they need it replace the water pump and the timing belt, i told them that service was done a year ago and besides when water pump doesn't work it normally will make a mess thing that my car wasn't, so i told them to go head and replace it, then i wait until Thursday the 24th. because they told me that the car would be ready on Wednesday the 23rd., but never received a call to pick up the car, so when I picked up my car i drove it to work on Friday the 25th., to Inver Grove Highs area then I drove back home, then same day I drove to ******** when i get there the car over heat again so i keep the car there then next day in the morning i took a Uber so i can pick up my car i drove it back to the car explain what happen, so they keep it all weekend then i call them 1st thing on Monday the 28th, in the morning and they told me that the radiator need it to be replace i was like you guys told me that it was the H2O pump and the timing belt now you tell me that is something else, I give the ok to replace it, I have to call the shop on the 30th., because they have a lack of communication they told me that car wasn't ready to pick it next day on the 31st., so i drove the car to Lakeville and when i get there iI stop because the car over heat again, so I call the shop again and they told me that they will try to get a tow truck to pick up the car, they keep the car all weekend again until I decide to call and they told me that the fans need it to be replace thats when i told them if they were just guessing or they were planning to fix my car so I decide take my car the funny thing that they offer to replace the fans for free now in days who gives things for free common i do have pictures and a video but i dont know how to upload in here but you can reach out to me at ************ I hope you can help me to get a solution to my complaint. Thank you

  Business response

  10/09/2023

  Thank you for bringing your concerns to our attention regarding the recent service on your 2008 ****** Outback. We apologize for any inconvenience or frustration this issue may have caused you.

  While we understand your frustration, we want to assure you that we take the quality of our service very seriously. After reviewing the details of your feedback, it is evident that there were some unexpected issues that arose during the repair process.

  A thorough inspection was initially conducted which led to the replacement of the water pump and timing belt. As you mentioned, your car did not show any signs of leaking or coolant loss during this time. However, upon investigating further, it was determined that the radiator also required replacement, which was unexpected.
  

  Communication breakdowns can occur, and we apologize for any inconvenience caused by our lack of updates. We strive to improve our communication processes to ensure all customers are kept informed about the progress of their vehicle repairs.
  

  Regarding the overheating issue that occurred after the radiator replacement, we understand your frustration and disappointment. Our technicians worked diligently to diagnose and rectify the problem, which led to the identification of the need for fan replacement. We acknowledge that this additional repair was unforeseen and caused you further inconvenience.
  

  In an effort to rectify the situation, we offer to replace the fans at no additional cost to you. We understand the frustration you expressed in your message, and we sincerely apologize for any confusion or inconvenience caused during the course of this repair process.
  

  Please know that customer satisfaction is of the utmost importance to us, and we value your patronage. We genuinely appreciate your feedback, as it allows us to improve our services and prevent similar issues from occurring in the future.
  

  If you have any further questions or concerns, please do not hesitate to reach out to us. We are here to assist you in any way we can.
  

  Thank you for your understanding and patience.
  

   

  Customer response

  10/16/2023

   I am rejecting this response because:
  
  Thank you for your help I'm taking the next step because I do not agree to what they say, is not fair for the consumer to pay money when you take your car to get fix and the problem still there hopefully I can get a solution in court.   Thank you
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Burnsville Auto repair attempted to complete a repair on my vehicle and damaged my vehicle in the process. They had y vehicle for an entire month and only updated me once. They told me I could pick up the vehicle but, it wouldn't start. I brought it to another repair shop (the repair facility was being paid by my third party warranty). There is $7,100 in damages and they are claiming "after reviewing" it doesn't have anything to do with them. They never even bothered to tow the vehicle back, or go to the other shop to look at it. Now, they have blocked me and my husband, and obviously wont answer my calls. They were paid already for the repair but, my car still doesn't run, and I'm stuck with a $7,100 repair bill for damages that were caused by Burnsville auto repair.

  Business response

  11/21/2023

  Response Via Phone with BBB staff

  This issue was resolved with my insurance company, we paid for the damage to be  repaired with another shop of their choosing. 
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this shop on the 8th of May.I explained the issue.They looked at the car.They said the issue was different than what I thought.It was not the issue, the refrigerant then leaked all into the cabin of the car, potentially causing *********** harm.After that they said it was another issue entirely.Then they had it until the 25th.They did not fix the issue.I get the car back, many things are now broken.

  Business response

  11/21/2023

  Response provided to BBB staff via phone
  

   

  We have contacted the customer multiple times to bring the vehicle back into the shop so we can repair or refund any damages. The customer has been traveling and unable to come back as of yet. We continue to offer to fix the damaged panel or refund.

*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. ↩