Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a check engine light on took my truck to them. They told me it was an injector on a Friday afternoon and said I should have the truck back end of day. Tuesday comes around and Im in formed I now have another issue that will cost me north of $9k to fix because of a negligence of an employee and they could get my truck back in the condition it was in when I dropped off the truck. Today 4-30-2024 I also had to pay to have my vehicle towed because they can fix the problem they created

  

  Business Response

  Date: 05/28/2024

  Initial Customer concern - check engine light "ON" and leaking fluids from engine area.
  
  Customer approved an hour of diagnosis time.
  
  Customer has an American Auto Shield aftermarket warranty for the vehicle. He purchased this vehicle "As Is" from a local used car dealer. 
  
  The scanner showed one powertrain code P0263.  This code is related to the engine and fuel injectors.
  
  Upon inspection the vehicle was leaking oil and fuel. Everything under the hood was covered in fluid and required cleaning to determine where the leak was coming from. This is a **** 6.7 diesel, so they all leak when they have over ******* miles on them. (208,556)
  
  Road tests indicated the vehicle ran properly but had oil and fuel smells coming from the vehicle. Check engine light was intermittent. Vehicle had some minor aftermarket modifications to the engine and exhaust.
  
  Identifix, a national database diagnosis software, said that with the codes this vehicle had, there were several steps that might need to be taken to correct the issue.
  
  
  1) replace fuel injector
  If this does not correct the issue then
  2) replace the fuel pump assembly
  If this does not correct the issue then
  3) replace the engine
  
  These steps were discussed with the Customer prior to approval of step 1.
  
  Before starting any work the warranty company was contacted to start a claim, to determine how much they would be covering. This is necessary prior to starting work so the Customer will know what their financial responsibilities are. The warranty company would cover the fuel injector replacement, labor and parts. We contacted the Customer and went through the possible necessary steps needed to correct this issue and let him know what the warranty company had said about coverage. The Customer approved the initial work. 
  
  Fuel injector 1 was leaking and appeared to have a bad seal. A new injector was ordered.
  
  The technician removed the injector bolt, which holds a collar that holds the injector into its port. The bolt was loose and came out very easily. Upon inspection it was determined that the bolt required replacement. It appeared cross threaded/damaged threads. It would be risky to try and reinstall this bolt. A new bolt was ordered. Upon inspection the new bolt was about a half inch longer than the one that came out of the vehicle. It was interesting that the bolt that came out of the engine originally looked like the proper bolt but had thread damage. In other words, the end of the bolt did not look broken. Either a shorter bolt was used at some point prior or someone doctored the bolt to look like this. We have pictures of this to prove this point.
  
  Immediately the Customer was contacted, and the seriousness of this situation was discussed with him. 
  
  Options:
  
  1) Broken bolt extraction costs which included the possibility that the head would required replacement. On top of this we still need to go through the three steps above. We could go through all of this work to fix this bolt and replace the head just to find that we have not solved the initial problem and we would have to go to step two above and possibly step three. 
  
  Prior to contacting the warranty company, we had to estimate all of these possible scenarios. Which at this point where;
  
  1) Best Case - removal and replacement of the broken injector bolt. This was very risky because the risk of breaking other fasteners while performing this repair was/is very real and should be considered prior to agreeing to do this work. 
  
  2) Next Case - replacement of the affected cylinder head. Again very high risk of breaking other fasteners throughout this process on compounding this issue. The cost was estimated around $9600
  
  3) Worse Case - but possibly the option that gave the best outcome. Engine replacement. Risk of breaking fasteners is lessened because the engine replacement will allow for bolt breakage. The only risk would be the vehicle could need a fuel pump once it was installed to correct the original issue. Estimated $18,600.
  
  We discussed these options with the reality of all of these possibilities and the Customer and he said leaned on the warranty company and instructed us to contact his warranty company and to get it covered. 
  
  We contacted the warranty company. It took several days between each conversation with the warranty company to get their coverage of this issue. 
  
  In the end the warranty company would only pay to replace the fuel injector, but said that if this broken bolt contributed to an internal engine issue/failure that those repairs would be covered up to and including engine replacement.
  
  This was discussed with the Customer. We felt that proving internal engine damage on an engine that ran so well could and would be difficult and in the end it would be the opinion of the warranty company if they would cover the repair or not. We also discussed that this coverage NEVER covers everything and he would have some level of financial responsibility.
  
  The Customer came to the shop to discuss and to see for himself. Took him out to the vehicle, which was in the shop. We walked him through where the issue was, showed him the bolts, and showed him the piece still in the cylinder head. We discussed the processes and possibilities to repair this vehicle. 
  
  Based on his attitude and reluctance to be financially responsible, except only through the warranty company, I was reluctant to make any statements that would promise or guarantee anything. I played closer to the worse case scenario rather than giving hope that things could be less than expected.
  
  He was very emotional to the point that he seemed desperate. He said that he had this truck inspected by a diesel mechanic and it was given a clean bill of health. This was allegedly three months earlier, prior to buying the vehicle. NOTE: The vehicle had been driven several thousand miles since his purchase, so the vehicle had about ******* miles on it when purchased. This statement does not make sense because a diesel engine with ******* miles will have issues. I don't know of a diesel mechanic that would give a diesel engine with ******* miles on it a clean bill of health unless it had been very meticulously maintained. Based on the amount of oil and fluid all over this engine, it had not been maintained properly and subsequently was not in good shape when he bought the vehicle. When he made this statement, I told him he should reach out to the diesel mechanic for assistance with these issues since he inspected it and gave him the clean bill of health for the vehicle. This did not sit well with the Customer.
  
  He said he wanted to settle his bill and have his truck towed out of the shop. Based on everything we decided not to add insult to injury and we did not charge him for our diagnosis and time working with the warranty company.
  
  Shortly after the Customer left, ************************* mother called and wanted to talk to the owner. She asked me why I refused to repair his trick and why I told him to get his piece of "ShXX" truck out of my shop that it had held up a lift long enough. I told her that could not have been farther from the truth. We offered to work on his vehicle and he refused to have it repaired. He also was the one that offered to have the vehicle removed. He also offered to have it towed himself.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  09/22/2023 $5256.02 replace my car's transmission.the car is not fixed because it is leaking transmission fluid, and they damage my car's bumper.No, they denied any responsibility.work order# *****

  

  Business Response

  Date: 10/06/2023

  Hi *******, we always strive to exceed our customers' expectations. We are sorry your experience did not meet our standards. We replaced the transmission in your vehicle with a used unit as you requested. Our pricing remained the same throughout this process. We checked our security footage and the vehicle was not damaged while in our care. When the vehicle was brought back after the weekend we investigated the issue. We determined that the transmission had a leak, and that an axle was damaged and required replacement. We offered to solve these issues for you, but our services were declined. We felt like we did everything we could to remedy the situation, ultimately you decided to have this issue serviced elsewhere. Thank you and best of luck moving forward.