Complaints

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 8, 2024, my car was towed to Sincere Auto Center to be looked at for a tune-up, replacement of a knock sensor and catalytic convertor. I had ordered my own parts, and they were included in the car. The work was completed without a diagnostic of the car. The owner Nella Beacon, who is not a mechanic nor has never been trained as a mechanic did not call to advise if there were anything needed to be done other than what I told her. On Aug 10, 2024, I received a text advising me the price of the car. Later that day I received another texted to advise my car was ready to be picked up. I was only advised within that same texted my oil was low and needed a battery. She also stated she would add a quart of oil for pick-up. From the shop I drove to ******** and my check engine light appeared back on. I tried to get in touch with the owner Nella for weeks to no avail. Fast forward to Sept 19, 2024, I was door dashing and my car did not work properly. I had my car towed back to the shop on Sept 24, 2024, because at this point my car was not accelerating. Once the car was returned back to the shop, the owner Nella advised a diagnostic was completed and she stated the very same thing that was worked on and paid for in Aug is the same issue the car is having. Nella claims it was faulty parts and they do not warranty other store parts. Then she states it was another part faulty and I would need to pay for another tune-up, oil change and possibly a convertor that was brand new.

  Business response

  10/08/2024

  Dear Ms. Neal,
  
  I am writing to provide a formal response to the complaint filed by Jasmine Stamper regarding the services performed at Sincere Auto Center on her 2013 Hyundai Veloster.
  
  To clarify the situation, the customer and her mom initially contacted us on July 28, 2024, requesting that we perform specific services that included replacing parts she purchased online for her vehicle. These parts included  spark plugs,  ignition coils, front brakes & rotors, knock sensor, and catalytic converter. I offered to look at the vehicle to see what’s wrong with it, but the customer stated that she has the parts and only wants us to put them on (see text message between Sonya Stamper & myself). When Jasmine arrived to the shop on August 8th with her vehicle, she explicitly stated that she had already had a diagnostic performed elsewhere and only wanted the parts replaced. Not only did I discount her total repair bill, we also replaced her brakes and rotors for free. In line with our policy, we informed her that we do not warranty or guarantee repairs involving parts provided by the customer, nor do we assume responsibility for outside diagnostics. This was also clearly disclosed on the receipt, which was accepted and paid for by her aunt, Deana Stamper. A copy was also given to the customer at the time she picked up the vehicle.
  
  After the repairs, the customer contacted us on September 24, 2024, stating her vehicle was not accelerating properly. When the vehicle was returned, in the spirit of customer service, I offered a free diagnostic to help identify her current issue. We  found that the issue was with a fuel injector that was not firing. This problem was unrelated to the parts we replaced, and the vehicle had been driven over 2,000 miles between service visits—further indicating that it was functioning properly when it left our shop.
  
  While the customer mentioned attempts to contact me via text, I have no record of receiving such communications, and she could have reached us directly through our business phone line. She reached out on August 23rd requesting additional work performed to her girlfriend’s vehicle but made no mention of her vehicle running poorly.
  
  We have been transparent in our communication, clearly outlined our policies to the customer, and ensured the vehicle was in proper working condition when it left our shop. I have included supporting evidence and am happy to assist further and provide any additional documentation as needed to resolve this matter.
  
  Thank you for your time and attention.
  
  Sincerely,
  Nella Martin
  Sincere 

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