ComplaintsforLen's Auto Repair, Inc.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 1998 **** ranger and needed the front end aligned. I brought the truck to Len&#**;s and they asked if I wanted the tires balanced as well. While they had the truck up they noticed something was leaking and didn&#**;t recommend driving the truck. I declined to have that fixed. I come to pick up my truck and they were trying to charge me $75 for the tire balancing. I asked about the price as I wouldn&#**;t have gotten this done if I knew the price beforehand. I am asking for a refund as they broke something they never should have touched and I had to have it fixed at another shop.

  

  Business response

  09/17/2024

  Hello, the 1998 **** Ranger had ******* when it visited our shop on August 13, 2024. The original repair order states "CUSTOMER STATES THERE IS A VIBRATION AT 50 PLUS MPH. HE WANTS TO BALANCE, ROTATE AND CHECK ALIGNMENT." The tech noted this after the balancing of all four tires: "Confirmed tire vibration. Balanced all 4. Fronts had over 5 oz out. Rear tires 3 oz out. Right rear wheel(now right front)slightly bent. May need replace if still shakes after tire balance.. drove fine for me."

  Alignment, tire rotation, and tire balancing were all performed as requested by the customer. The coolant bypass broke off in the technicians hands when trying to tighten the clamp down. Any type of plastic is bound to be very brittle on a 26 year old vehicle with almost 190k miles. This piece did not break because of carelessness of the technician, strictly broke due to the vehicle's age and type of material (plastic). Customer declined this **********************. 

  Customer also complained of the price of the tire balancing which was waived at time of pick up. Customer paid $35 for tire rotation and $95 for the alignment. Customer was very upset he could go to ******* and get things cheaper. Yes, things are cheaper at *******. We are not *******. We waived the tire balancing fee in good faith. 

  In addition, customer also has torn wiper blades, 5/32 left on tires with dry rot present (not unsafe at this point), and rear brakes (shoes) at 2mm. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2022 ago my son's transmission went out on his car. He is a college student and went to ***** because it was close to his school. He was sold what he believed to be a refurbished transmission when instead it was just a used transmission that had not been checked or tested. There is no way we would have agreed to put a used transmission into his car without knowing anything about the condition of it. In fact we didn't even know this fact until recently when that transmission failed after only 16 months. We have a letter stating that ALL their work carries a warranty of 2 years or ****** miles. It has only been 16 months and ****** miles and now they are refusing to honor that warranty stating that they only do a 1 year warranty from a receipt that we never even saw or signed. This seems to be a prime example to taking advantage of a college student to turn a profit.

  

  Business response

  05/22/2024

  As specified on the invoice and communicated to the customer during the transmission replacement options discussion, the used transmission carries a 1-year warranty covering both parts and labor. Typically, our in-house warranty extends to 2 years or ****** miles, unless otherwise indicated. In this instance, the transmission's part line clearly denotes a 1-year warranty rather than the standard 2-year coverage. While we acknowledge this might cause some confusion for the customer, we ensured clarity during her call to our shop.

  
  We adhere strictly to a policy of obtaining customer approval before proceeding with any replacements, and we transparently inform them of any non-new parts involved. Furthermore, we always provide customers with a detailed invoice before they depart, serving as a comprehensive record of the service performed on their vehicle. In this case, the invoice serves as evidence that the approved replacement was indeed a used transmission. Should the customer refer back to their original invoice, they will confirm the agreed-upon terms.

  Customer response

  05/22/2024

  Complaint: 21652612
  
  I am rejecting this response because:
  I was never provided with the attached invoice from the business.  The invoice was paid over the phone due to the fact that my son took the car in for repairs and I live over 100 miles away.  We were never told the transmission was used so basically this is their word vs. ours.  The business already received our payment so I'm sure they are not going to refund all or at least even half and now my son is without a vehicle again.  It is shameful to take advantage of a college student and not stand by their work.
  
  
  Sincerely,
  
  ***********************

  Customer response

  05/22/2024

  My son did not purchase the car.  He was just driving it for college.  His name is not on the title.

  

  Business response

  06/07/2024

  As stated in previous response:

  As specified on the invoice and communicated to the customer during the transmission replacement options discussion, the used transmission carries a 1-year warranty covering both parts and labor. Typically, our in-house warranty extends to 2 years or ****** miles, unless otherwise indicated. In this instance, the transmission's part line clearly denotes a 1-year warranty rather than the standard 2-year coverage. While we acknowledge this might cause some confusion for the customer, we ensured clarity during her call to our shop.
  
  We adhere strictly to a policy of obtaining customer approval before proceeding with any replacements, and we transparently inform them of any non-new parts involved. Furthermore, we always provide customers with a detailed invoice before they depart, serving as a comprehensive record of the service performed on their vehicle. In this case, the invoice serves as evidence that the approved replacement was indeed a used transmission. Should the customer refer back to their original invoice, they will confirm the agreed-upon terms.

  Customer response

  06/10/2024

  Complaint: 21652612
  
  I am rejecting this response because:
  

  As stated in my previous response, I never received the invoice that this business keeps trying to insist that they gave us.  My son is in college and we live over 100 miles from this business and we trusted that they would treat him right.  I paid the amount due over the phone and the only correspondence we received was a letter thanking us for doing business with them with a disclaimer on the bottom of the letter stating that all their work was guaranteed for 2 years.  To me that means ALL!  Now they are trying to say that the transmission they installed was a used transmission which we would have never purchased knowingly.  I guarantee they do not have a signature from us approving a used transmission or a reduction in the two year warranty.  
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for a emission test. The emission test did not pass. The business insisted on trying to figure out how to fix the car and is attempting to charge me $1997.00. I called the emission test center at (************) and they informed me that my car did show a current emission for this year. The last emission test shown for the vehicle was for 2020. The labor is $1393.92 for cleaning fuel injectors that have been replaced two years ago, valve rocker arm, air filter, diagnostic check engine light, oil change service, Safety emission test (which they did not do). For parts $290.62 and sublet $290.00 and taxes $22.49. They charged $36.00 for a emission test that has not been, How do I know if they are saying they did something and they actually haven't done it. I feel they are jumping the price because that is what I paid before in the amount of $2,000.00. I am willing to pay something just not the $2000.00, we were priced in the beginning $700.00 and now it $2000.00.

  

  Business response

  04/19/2023

  Owners have been in communication with the plaintiff's husband, ****. Repairs were authorized and was sent authorization form via email. We were informed of the BBB complaint after one of the owner's had talked to **** and agreed upon a revised solution. We were able to get the vehicle passed thru safety and emissions on 3/31/23 because of the repairs performed. **** and *** have been in communication and response is being handled outside of BBB. ******, please give us a call if you have any further questions. 

*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. ↩