Complaints

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug. 28, 2023, I took my car there to have it repaired. They had me to leave it there and they gave me a rental. The next day I went there, they called me and said it was ready. I went to pick up my grandson and the air wasn't working. I called them and they told me to bring it in tomorrow. They charged me $395. They charge me $316.52 the next time. I called again, it was a holiday so I called after the holiday. They put something else on it. It still was not working. I told them I need someone to ride with me to hear what I am hearing. Someone did and said you don't have to worry about the air because it will be winter soon. I told him I still need it fixed. My friend went with me and I went back and asked for my money back. They showed me what needed to be wrong with my car and told me they could fix it for more money. I want a refund of my money.

  Business response

  10/18/2023

  On 8/29/23, Ms. ****** pulled into our lot with her 2017 Buick Encore, 1.4L Turbo upset that her air conditioning wasn't working and had a message on the instrument cluster to shut down the engine. Our shop foreman stopped what he was working on to take a look as it was towards the end of the day. Upon opening the hood, he found there wasn't any coolant and discovered the water outlet on the left side of the engine was physically damaged and required replacement. We quickly gave her an estimate for the repair, supplied her with a loaner vehicle as this is her only vehicle. We did not charge her any diagnostic and only charged her for the labor, part, and two gallons of coolant. This engine is designed with three coolant temp sensors and anytime there is a coolant leak or coolant temp sensor fault, the air conditioning will not work. She picked up her vehicle and was happy with the repair. 
  
  
  On 8/31/23, Ms. ****** returned and stated her air conditioning still wasn't operating. We had a bay available at her time of arrival and she waited patiently for our diagnosis. Our shop foreman checked for codes and found the ambient air temp sensor had a fault. The ambient air temp sensor was reading negative 30-40s and the high temperature outside for the day was 79*. We gave her an estimate for the diagnostics and for the part. Ms. ****** was upset that she was going to have to pay more and couldn't afford it. We waived the diagnostics, gave her a discount on the part and charged accordingly with tax and shop supplies, totaling $29.15. Once the sensor was replaced (during the same visit), the shop foreman continued with his diag and verified the air conditioning refrigerant was low and needed to be recharged. The service manager explained to Ms. ****** the refrigerant would need to be recharged with leak dye in order to determine what is leaking. Ms. ****** was questioning the coolant leak from prior and was explained that they are two different systems, refrigerant doesn't evaporate as it is a closed system. Ms. ****** was provided with the estimate for refrigerant evac and recharge on her invoice and explained to the service manager she would call to be scheduled. 
  
  
  Ms. ****** called on or about 9/4/23 to be scheduled for the refrigerant evac and recharge, which was scheduled on 9/5/23. Ms. ****** waited for the evac and recharge. Once complete, we test drove it, looked for a leak with the UV light and was inconclusive at that time. The service manager explained for Ms. ****** to drive it, but in the event that the air conditioning felt "not as cold" to bring it by so we could use the UV light to locate leak location. She was also instructed during that time to refrain from going to any car wash as the leak dye is water soluble. 
  
  
  Ms. ****** returned on 9/12/23 stating the air conditioning was warm again. The shop foreman used the UV light and discovered the hose from the condenser to the compressor and was given the estimate for that repair. The service manager took Ms. ****** to the vehicle and given the UV light for her to view the leak location. Ms. ****** was upset the air conditioning system was not fixed or would be covered by our facility. The service manager explained to Ms. ****** that refrigerant systems do not come from the factory with leak dye present and that it is gas and gases cannot be seen unless leak dye is present. Leak dye can only be circulated through a refrigerant system with refrigerant so the system works as intended. 

  Customer response

  11/01/2023

  I was happy that it was done but I had not drove the car yet, but after I drove the car that is I notice the they did not fix it, it was doing he exact same thing when I took the car in.  I could not see were any part was replaced also I never seen who fixed my car.  My car has not been fixed and I want my refund in the amount of $970.00. 

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