Complaints

• Initial Complaint

  01/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Owner repaired my gas line and proclaimed to repair my fuel pump but it went bad just a couple weeks later I asked him nicely if he can fix it and he kept making up excuses to not come or saying hes coming to fix my truck but he never came and I confronted him by text and he sent all that Im just trying to get what I was warranted and paid for

  Business response

  01/30/2023

  In response to this complaint;
  We replaced customers fuel pump and fuel line (we did not REPAIR as he stated).  The fuel pump failed approximately 43 days after the new pump was installed. Customer reached out to me very upset. I assured him that I would make a service call and come diagnose the problem and if it was the pump, then it would be covered under warranty. I explained that I was only **** minutes from where the vehicle was broke down. I never told the customer that I would be able to come look at it that particular day, I only explained that I was not far from where the vehicle was.
  The following day I received a vulgar text demanding a refund and that he was going to take my a** to small claims court.  I offered on more than 3 occasions to come look at the vehicle and diagnose the problem so we could schedule a time for me to replace the pump, if that was in fact the problem. The only response I received was that he had another mechanic performing the job. I even went above and beyond by giving the customer the date, place of purchase and the transaction number from when the pump was purchased so they wouldnt have to come out of pocket for a replacement, but even that wasnt good enough for them.
  They wanted their vehicle fixed right then and there, and unfortunately when it comes to warranty work there is a certain procedure that has to be followed.
  It has to be determined that the part has failed
  It must be determined if the failure was from a manufactures defect or not.
  A scheduled time to replace the part is then agreed upon.
  The part is then removed and taken back to where it was purchased and subsequently replaced.
  The replacement part is then installed (all of which is performed by the original installer).
  A labor claim is then turned in to the store from which the part was purchased and that store issues a payment ranging from 50% to 100% of the original installation amount.
  None of the aforementioned steps were taken because the customer wanted it done their way on their time. And unfortunately, Warranty work isnt handled like that.  We as business owners and/or mechanics cannot simply drop what we are doing to please every customer EVERYTIME. There are warranty policies that have to be followed.
  I feel that because I didnt rush right out to replace a fuel pump that I cant even determine is indeed bad (or has failed) when the customer wanted me to, they then filed a complaint with the BBB.
  My integrity and my business practices were explicitly threatened as well as my person from the customer. I was also told by the customer that there was some parts on his vehicle broken and that his gas tank was hanging which is not the case. His vehicle was so rusted underneath that if anything was broken/or missing, then it had to have happened AFTER the initial replacement was performed. In almost 35 years, *** NEVER once been accused of anything like this. Im appalled and quite frankly I feel for any business that this customer visits, for if they dont get what they want, when they want it, they will simply try to destroy the integrity and trust  for which that business stands for. And I dont feel that is fair or just. Just because they didnt get what they wanted when they wanted it they can just make an unwarranted public complaint and potentially ruin ones business that they have worked all their life to obtain!?!?!
  As I stated earlier, I made several attempts to setup a time when I could go look and diagnose the problem with the customer, but my attempts were answered with profanity and threats. Even after I helped the customer with the purchase information for the mechanic they chose to repair the problem.
  The customer demanded a refund from my business. No refund will be awarded. The proper procedures for warranty work were not followed.
  
  
  
  Thank You,
  *******************
  B & C Auto & PowerSportz of Goldsboro
  ************

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