ComplaintsforThe Bear Lot

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/15/2023 Brought my car in for a noise, check engine light and AWD track light.8/22/23 Picked car up -The noise was diagnosed as water pump, covered by warranty-fixed -The Lights were diagnosed as spark plugs needed to be replaced, and lights came back on w/in 12 hours. 8/25/23 Brought the car back- *********** Tech brought out the list that they use and showed me that spark plugs were on the top of the list of issues; however, they didnt continue the diagnostic testing when they discovered that the spark plugs were the original and needed to be changed at ******* miles, which my car was close. My car had ****** Miles. They wanted to charge me a another diagnostic fee. I asked the service tech to go get the service manager. He came back 15 mins later w/o the manager and said that they will run the diagnostic w/o charge and gave me a rental. The following week, they called and stated that it was the intake valve. It needed to be replaced. They first told me that the warranty company was considering replacing the motor. the following week when I called to follow up, they said the warranty company agreed to pay all repairs; however, the paperwork was wrong, so he had to resubmit it to the warranty company and then they would order the parts. After 4 months with additional repairs other than the intake valve, me having to continue to follow up and getting an attorney involved, I got my car back. I would like the money I paid for the spark plugs back as they technically diagnosed my car wrong and I was charged for a problem I did not bring my car in for.

  Business response

  02/01/2024

  we are disappointed to learn of the concerns that were brought up in this complaint.

   

  Our service manager called the customer and offered her one of two options:

  We offered **** to take care of the cost of the spark plugs in the amount of ****** She had declined 
  Also had offered her Store credit (******) towards future repairs she had declined that also 

  Our offer is good through 2/14/24 if she would like to change her mind

  *******

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