ComplaintsforRev DIY Automotive Repair

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I went to Rev DIY on for an oil change and free mother's day diagnostic 5/24. Upon leaving my vehicle was running very rough, and it was NOT running like that when I arrived there. I pulled over, tried to call, shop had already closed. I returned next morning, ****** was rude & defensive before I even spoke to her. My husband asked what was, why the vehicle was running so rough. The owner said the vehicle was now missing on four cylinders & needed a 4 hour electrical diagnosis due to an electrical issue not a mechanical one. He said it was fine to drive. We took it home and returned same day, leaving our vehicle until the following week. On 5/30, we were called and told the diagnosis showed no electrical problems, but that now we needed a new motor, for $5000.. They had also performed mechanical repair, without authorization, and charged us for that, even though it was not indicated in either diagnosis. We paid for the 4 hour electrical diagnosis and the mechanical repair (gasket replacement) so we could get our vehicle towed to another shop, where the vehicle was repaired for $160. It only need two oxygen sensors, which showed up in BOTH the diagnostic tests ran by REV. We asked repeatedly for copies of our bills and were ignored. When my husband went into the REV to talk to the owner, the clerk **** ***** threatened to call the police if he didn't leave the office. The owner refused to speak to him. The bills also show the wrong license plate and mileage. EVEN WORK ON MY CAR? Rev automotive charged us $354 for an unnecessary electrical diagnosis, and $191 to replace the gasket that was not indicated by either diagnosis. They did NOT do the necessary replacement of the oxygen sensors which actually was indicated by the FIRST diagnostic and which actually repaired the vehicle. Instead, they overcharged us for an unauthorized and unnecessary mechanical repair, and an unnecessary second diagnostic, and tried to scam us out of a $5000 new motor which was not needed.

  Business response

  07/11/2023

   Response to ID ********:

  Customer (******* ***) come into the shop for a scheduled appointment on 05/24/2023 at 11:39 a.m. with a complaint of check engine light on and needed a oil change. The following codes were found during the diagnostic of the vehicle for the check engine light being on: P0158-O2 sensor 2/2 circuit high, P0151-O2 sensor 2/1 circuit low, P0152 O2 sensor 2/1 circuit high, P0132-O2 sensor 1/1 circuit high, P1129-closed loop fueling no achieved-B2 upstream, P1128-Closed loop fueling not achieved-B1 upstream, P0456-Evap system small leak, P0133-O2 sensor slow response 1/1. Found the gas cap was leaking causing at least 1 code, need to start with gas cap and follow diagnoses procedures. Went to complete oil change and found NO OIL ON DIPSTICK. Checked O2 sensor data and spoke to customer about O2 sensors and customer stated that they have already done the O2 sensors and that a neighbor had been doing her oil changes, also found the drain plug for the oil pan had been stripped out and needed replaced, Replaced oil pan plug at shop and gas cap the customer stated they would replace. Customer was told that there was no oil on the dipstick and customer left with vehicle and repairs being completed. 

  ******* *** and her husband, ******* come into the shop first thing when opening at 8:00 a.m. on 05-25-2023. When coming in the office ******* come in agitated and argumentative stating his wife come in for a oil change and the vehicle was running fine and now it isn't running the same. At that point I (******) asked the customer to give me a minute and let me pull up the tech sheets and information that was done on the vehicle. I went and pulled the information and then ******* and ******* both sit in the lobby as I explained all the procedures done as is listed above. I explained there was NO OIL ON DIPSTICK at all and went over all of the codes again with customers, ******* at that point wanted to argue and stated that his car was running fine and his wife had a Dr. Appointment that they were going to have to miss because of the vehicle running rough. After trying to explain that all we did was pull the codes for the diagnostic and then replaced the oil pan plug and completed a oil change he then wanted to argue and after me asking him to let me explain ******* then told me No he was going to talk, at that point I went and got the owner to assist. ***** the owner come up from in the lobby and spoke to the customer about what his complaint was, ******* then stated to ***** that ***** needed to listen to him and that he is mad and wanted to know what was wrong with his car. At that point ***** went over all of the Codes given again and customer give us the ok to proceed with 4 hours of diagnostics to be completed which consist of pulling all codes again and checking oil and pin point testing. Completed all testing and found the following P1416- cyl 6 reactivation control performance, P1414-cyl 4 reactivation control performance, P0172-fuel system 1/1 rich, P0300- multiple cyl misfires, P0158 O2 sensory 2/2 circuit high, P0152-O2 sensor 2/1 circuit high, P0132-O2 sensor 1/1 circuit high, P1128- closed loop fueling not achieved B1 Upstream, P1129-Closed loop fueling no achieved B2 upstream, P0131-O2 sensor 1/1 circuit low. Then to further diagnostics found Cyl 4 and 6 have no injector pulse, this is being caused by P1416/P114-went through diag procedure for P1416/P1414-wires all checked ok-need to pull intake. Customer approved, pulled intake, MDS wiring all checked ok, MDS solenoids tested good and are working-procedure at this point says to pull cylinder head to check oil passages for blockage and valve cover for collapsed lifters, if passages are blocked or lifters collapsed we would need a new engine. Customers at this point did not want to proceed any further and again was explained everything and also reminded that damages could have been done from the vehicle being ran WITHOUT oil in vehicle. Customers then called the office and wanted us to email them copies of the estimate. Customers had been called by ****** after emails were sent to them and customers complained of not receiving them. Ann ***** the office assistant took the call and emailed them immediately then the customers called back again being very rude and disrespectful and at this point ****** called customers and no answer, Customers called back asking for someone to text them a copy of the estimate for a engine. ****** on her personal phone text ###-###-#### on may 30th @ 9:54 a.m. stating that the engine with 16xxx miles was $2700.00 (just the engine) with other parts needed and oil change and other fluid the total would be approx. $4400.00-$5000.00 total with them receiving a 10% discount on labor. Customers stated they would call back. Then on June 1st, 2023 at 2:28 p.m. I received a text from ******* on my personal cell phone stating "My wife asked for the diagnostics results thus morning and still haven't received them please send me a copy of the results. I paid for it and would like to see them." Then I immediately responded with " If you guys didn't receive them by email then go into the office and get them, thanks." Customers hadn't come into the office until later to pick up the diagnostic and then was completely rude when coming in and talking to Ann ***** the office assistant, Ann ***** tried to be reasonable with customer and customer kept getting more aggressive and then Ann ***** asked customer to leave or she would have to call the law. Customers were treated completely fair and with respect but customers did not give the same in return. ******* was rude!!! I have the text messages and we also have video footage if need to be given, also have copies of all repairs and diagnostics. I do NOT feel that we owe this customer a apology nor do we owe any sort of a refund. Customers total for the diagnostics and for the intake manifold to be removed and replaced with a 10% discount on labor rate was a total of $565.41. ALL services were approved from customers before ever continuing or completing any repairs per Rev Auto Repair policy which is STRICTLY ENFORCED.

   

  Thanks, 

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

  Customer response

  07/18/2023

  Complaint: ********
  
  I am rejecting this response because:
  Their are MANY outright lies in the business's response. 
  ****** never called us after we asked for the invoices to be sent via email. **** ***** never called us either. Neither myself nor ******* called the office, or **** Marie, or ****** after we we had our vehicle towed from the shop. We wanted everything done in writing via text due to the lies and unprofessionalism we were experiencing. We never gave REV permission to remove intakes, or to do ANY further repairs on our vehicle. We only gave them permission to do a second diagnostic, which we have no proof was ever performed. REV must present a signed authorization from myself or ******* authorizing further repairs, including removing and replacing the gasket, which they cannot provide because we never signed nor authorized such a repair. We want our money back for that unauthorized repair. We also have video proving **** ***** was rude and threatened ******* with the police if he didn't leave the office when he came in asking about being overcharged, the unauthorized repairs, and the diagnostic we paid for but was not performed because no proof could be provided to us.

  When we arrived the day after I had the oil change, it was 15 minutes before the shop opened, and ****** came out to our vehicle, we were waiting for them to open. She saw who it was and had an attitude immediately, crossing  her arms and rudely stating they weren't open yet. We knew that. We were waiting patiently.

  Obviously, these unprofessional reactions to customers with problems and questions shows this shop has something g to hide. Reputable businesses don't react that way to customers, they try to help. Incidentally, I should have left with my jeep before I got the oil change. While waiting 2.5 hours, another unhappy customer was dealt with the same rude unprofessional way. And I overheard a phone call, ****** was on speaker about  Rev being sued by yet another customer. When I finally got my vehicle back at 4:45 the evening of th oil change, their was a man in the lot waiting for me to pull out, rushing me out, so he could lock the gate behind me. I drove out, and made it two blocks before pulling over. My vehicle was shaking so bad it felt like the motor was loose in its compartment.  I called REV but got no answer and no answering machine option to leave a voice-mail was available.. that is why we came back the next morning.

  Like I stated before,  we had our vehicle fixed for two oxygen sensors at a cost of $160. REV  found the same sensors bad on the first diagnostic, but did not offer to repair them instead, they asked the opinion of a customer who is NOT a mechanic. Instead they charged us for a second diagnostic which they have not provided proof of even performing, and tried to scam us out of $5000 for a new motor we obviously did not need. They performed repairs that were not authorized. We deserve, and demand our money back. We no longer want their apology, it woukd be worthless coming from them anyway.

   

  
  
  Sincerely,
  ******* *** ****** ***

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