ComplaintsforHood's Automotive

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a tune up from this company and the car is still jerking and shaking while I go down the highway. They charged me $1500 for the tune up. I'll provide BBB with the itemized receipt of the work they did and the cost for each piece and labor. The cost here is twice what a dealership would charge. And the car still has the same issues that it had before the tune up. I asked for a print out of the diagnostic but they have not provided that to me. They said that there were two codes and they replaced those items. There's no documentation to show what was wrong with it. They told me that they can't fix or diagnose the transmission. The only reason I went there was because they were accepted with the warranty company.

  

  Business response

  02/16/2023

  Ms. ****** came in on 2/14/23 with a ****** ******** and stated that her car has a hesitation when you step on gas, jerking but the Check Engine light was not on.  After diagnosing the vehicle, we found it had misfires on Cylinder #3 and Cylinder #6 and the vehicle had the original spark plugs, wires, and coils.  We tested the live data from the vehicle with our scan tool to see it had misfires on cylinders 3 and 6 but did not print that live data.  Since the vehicle did not have a Check Engine Light on, no diagnostic report was created/printed.  ****** ******** stated those are maintenance items and they did not cover them.  Ms. ****** approved  the diagnostic test, new 8 new spark plugs, 2 coils and wires at a cost of $1,435.21.  After we changed those parts, we re-tested live data and did not have any live misfires, we road tested vehicle and had no hesitation when stepping on gas, jerking and Check Engine Light remained off.  Ms. ****** called on February 15 and again on February 16 and stated that the vehicle was still jerking and she thinks it is a transmission issue because it shifts funny.  We did tell her we could diagnose the transmission, but we are not a transmission shop and would not repair a transmission.  We offered her appointments to return to our facility so we could check to see what was going on.   Ms. ****** did tell us she had called the dealer and made an appointment and they had a cheaper price.  Ms. ****** approved our repairs and cost. Since she approved our repairs, no refund is available.  As a *** ******** **** **** **** ******* we have a 3 years, 36,000 mile warranty and stand behind our work.  At this time, we have an appointment set for Ms. ****** for Monday, February 20 to look at her vehicle.  We are happy to continue to work with Ms. ****** to resolve the issues of her vehicle.          

  Customer response

  02/16/2023

  ********** ********
  
  I am rejecting this response because: to bring my  vehicle back to them to diagnose the transmission when they do not have the capability to diagnosis does not make any sense for me to bring my vehicle back in, If I would have known that they do not service transmission I would not have taken my vehicle to them.  So bringing my vehicle  back in,  I don't know what would be any different.  They found a couple of codes originally and they stated that they repaired those issues.  I am still having the same  issues with my vehicle after paying $1500.00, I do not know what else they could do at the shop for my vehicle since they are unable to test the transmission.  I would have never bought my vehicle to them If I had  known they would not be able to test my transmission.   
  
  
  
  Sincerely,
  
  Rhonda Turner

  

  Business response

  02/20/2023

  I understand the customer's concern.  We would appreciate the opportunity to check our work and confirm the spark plugs, wires, and coil we installed are working correctly.  Unfortunately, we do get faulty parts from time to time.  If the vehicle is doing the exacct same thing, we would like to verify those installed parts are working correctly under our 3 year 36,000 mile warranty.  

   

  Additionally, I was able to go back and find the scan we did of Ms. ******** vehicle.  As you can see, there were no fault codes in the transmission.  Page one, third line under Scan Report shows Transmission Control Module - Pass - No Fault.  This report was not originally printed, but was stored in our scan tool which is why we did not originally have it.  If it is a transmission issue, we found no fault in the transmission through the scan and but during our diagnostic testing did have the misfires which led us to the spark plugs, wires, and coil which Ms. ****** approved to repair.  

   

  Again, we would appreciate an opportunity to verify the  spark plugs, wires and coil we installed are working correctly. 

  Customer response

  03/01/2023

  ********** ********
  
  I am rejecting this response because:
  
  

  I took my vehicle to the dealership and they ran a diagnostic. It turns out I need a new transmission which is what I was thinking originally. That is the reason I went to Hoods, because they were covered under my warranty. To have paid for a tune up at 3 times the regular price done by a dealership, not have the problem resolved and still have to put my car in the shop for a transmission is very frustrating. From what is being said by Hoods the need for a new transmission was not determined but the dealership and the warranty company confirmed that it was necessary and it is being covered. At this point the tune up and visit to Hoods just feels like a run around and a total waste of time and money.

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

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