Complaints

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my vehicle in for a recall repair on October 18, 2024, which was intended to address a safety issue identified by ***. After the repair, I noticed unusual noises coming from the engine, accompanied by a chemical smell emanating from the vehicle.Concerned about these new symptoms, I took my car back to the dealership to have the issue addressed. During this visit, I also asked for brake pads change. The dealership proceeded to replace the brake pads, although they confirmed the pads were in good condition and it was an unnecessary repair.Despite bringing up the strange noises and chemical smell, the dealership failed to check the engine or the other potential underlying issues. It was only during a visit last week, that the service advisor finally informed me that the engine had been damaged during the initial recall fix.Most alarmingly, after the recall fix and subsequent visit, the steering wheel of my car is now locked, rendering the vehicle undriveable. This is an urgent safety issue, and I am unable to drive the car at all until it is repaired.I am deeply frustrated that the engine damage was not mentioned to me immediately after the recall fix. Had this issue been communicated to me clearly and in a timely manner, I could have avoided the additional time, money, and stress involved in addressing the problem later.The engine damage & the locked steering wheel are both serious safety concerns that should have been addressed properly from the beginning. I am now left with an inoperable vehicle and significant repair costs due to what appears to be negligence on the part of the dealership.A thorough and immediate investigation into the damage caused to my vehicle during the recall fix.Full coverage for all necessary repairs related to the engine damage and steering lock, as these issues stem from the initial service.Compensation for any unnecessary repairs, such as the brake pads, that were performed without regard to the actual problem.

  Business response

  01/02/2025

  The recall for changing 8 bolts in the *****. If the recall failure happened it would just put the engine timing out of time. His issue is a noisy banging engine failure form being at 160k.
  That vehicle has a module that if it fails it will lock the electronic steering.
  No one here told him that the recall caused the engine issue.
  He was also advised that he needed an eccentric shaft sensor that he previously refused to replace 

  10/15/2024  repair order #******  recall was preformed ******* miles  

  12/11/2024  repair order #******  brakes were replaced  ******* miles

  12/26/2024  repair order #******  oil change ******* miles

  It is truly unfortunate that the engine failed

  We did offer a goodwill gesture of ******* toward the purchase of any new *** ,  all factory incentives and our discounts would apply.

   

   

   

  Customer response

  01/02/2025

  
  Complaint: 22750317
  
  I am rejecting this response because:
  
  eccentric shaft sensor was removed and the mechanic was replacing it, when I decided not to get it replaced. the issue may have happened when adding it back.  They could have mentioned that adding the old one has a risk. I was charged for this service during the recall fix.  But since that day, knocking noise and smelling was coming. It was reported during both the subsequent visits.  Day after the last visit to show the issues, car is not usable due to steering wheel locking.  How quickly, the car running smoothly until recall/eccentric shaft removal turned into a non functional car.  The advisor did mention something may have happened during the recall visit.
  
  As a goodwill, dealership should reimburse the cost for breaks done during the period when the engine was not functional and the cost for putting the old eccentric shaft back.  Besides the 2 costs mentioned, I had replaced the tires, have now additional costs of getting the vehicle towed.

  I had ordered Tesla to replace the car so, credit for new vehicle will not work. 

  
  Regards,
  
  ****** ********

  Business response

  01/07/2025

  We advised you that the eccentric shaft was worn and advised that it needed to be replaced. We replaced it as per your approval. After we installed it you contacted us and  advised us to remove it as you did not want to go forward with the repair. We can not be responsible for any failures when a recommended repair is not completed. 

  as stated previous mileage and time after was stated in the time line provided prior

   

   

   

   

   

  Customer response

  01/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Business is very well managed and they gave couple of options to resolve the problem with the car.  

  Appreciate their attention to get the issue resolved quickly.

  
  Regards,
  
  ****** ********

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