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:03/17/2024

  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.

  Innovative replaced transmission at the end of last December. This was warranty work. I paid the required diagnostic fee of 150.00 and 293.00 (approx) for items that were not covered by my warranty, I was on told March 15, 2024, by the auto shop that does the regular maintenance on my vehicle that the CV axle seal is leaking. I have their printout stating this. CV seal is part of the transmission replacement. Innovative wants 178.00 (non refundable) to run a diagnostic then they will decide if it's covered under their warranty. The diagnostic should be at no charge to me since they are the ones that replaced the transmission and this seal is part of that process. I expect the repair to be done at no charge to me for both the diagnostic and the repair. I also expect that this repair be completed in one day. I can not be without a vehicle as I am relocating and driving this car across the country at the end of April. I am a senior citizen with a temporary handicap living on a fixed income. By the time the warranty process was complete and repairs completed Innovative had my vehicle from December 6 to December 23. This was a hardship for me as the warranty only covered 1 week of a rental.

  Business Response

  Date: 03/21/2024

  Tell us why here...Innovative Auto Solutions LLC, *************
  March 20th, 2024
  ** ******
  
  We hope to clarify any misunderstandings as well as the process of the Repair to your 2019 Dodge Caravan. In December of 2023, yes we replaced the Transmission in your vehicle. You used an Extended Warranty Co. you have a contract with for Repairs to your vehicle. No problem at all we use them all the time. When using an Extended Warranty, the process can be very time consuming depending on the Repairs that are needed, there are requirements and limits set by them that are out of our control.
  Once we completed the Diagnostics on your Caravan and called the Warranty Co., we were instructed that they were going to send an inspector to determine the Transmission indeed failed, because of the cost to replace it by them. Unfortunately, when they send an inspector it can take 24 to 48 hrs. for them to get to us. Once they finished their inspection it can take another 24 to 48 hrs. for us to be notified to move ahead with the repairs, waiting on their process is a week in itself.
  Unfortunately, in this industry depending on parts needed, they are not always locally or quickly available. Unfortunately, this was the case with your Transmission. It had to come to us from California.
  We completely understand that being without a vehicle for any period of time is a hardship for anyone. We need to be able to visually inspect your vehicle to determine if any Repairs, or seals we had done has failed. If anything we had done indeed failed there is certainly no cost to you. But if nothing failed that we had done there is a Diagnostic fee that would need to be paid. You also requested that the vehicle be completed in one day. Considering if the seal failed, the transmission needs to be dropped to replace it. We will do our best to get the vehicle back to you ASAP.
  We need the opportunity for you to leave the car with us to do a proper Diagnostics to determine the issue. Please understand that we can not just take the word of another facility that there is a leak of that seal. And if it failed to assure there is no cost to you.
  Also please know that if the seal indeed failed and fluid is leaking depending on how much has leaked, can cause the Transmission itself to fail. And if that were to happen, we can not honor any Warranties on that Transmission.
  We want the opportunity to inspect your vehicle and correct a part/seal that may have failed, that we may have installed, to ensure you and your vehicle are safe. Please give us a call so we can get this taken care of for you. If for any reason you don’t’ want to bring it back to us you are welcome to take it to any Napa Auto Care facility.
  
  Sincerely
  ***** **** * ****** ******** **************** ******* ******** * ******* ******

  Business Response

  Date: 03/26/2024

  *** ****** ***** ***** ****
  
  In response to your comments and concerns, Innovative Auto Solutions has always stood by our customers and any repairs done to their vehicles. We requested the opportunity to look at your van when you came in to assure it was leaking. You were not able to at that time.
  After going over what it would take to replace the axle seal if indeed it is leaking would take about 2 to 3 hrs. It was conveyed the seal leaking was from the engine to transmission which is why you were told the transmission would have to be dropped.
  The Seal has been ordered and is here waiting to replace it, if indeed it is leaking. We have put you on our schedule for Saturday the 30th @ 9am to take care of the seal if leaking. I also have let the service writers know that your Diag Fee would be waived as a one-time courtesy for this appointment. If for any reason you can not bring in your van for the appointment, please let us know. Please keep in mind the possibility the Tech may find a leak that is not related to the axle seal.
  As for us giving you a loaner car, we being a smaller business do not have loaner cars to distribute as a dealership would. Our apologies if there were any mis understandings with trying to get this taken care of. Let us know if this process will work for you, we can always schedule another day.
  
  Innovative Auto Solutions

  Customer Answer

  Date: 03/27/2024

  Complaint: ********
  
  I am rejecting this response because: I no longer wish to pursue this complaint.

  Please cancel any appointment for my car.

  The matter has been taken care of
  
  Regards,
  
  ***** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:03/16/2023

  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.

  Complaint for Innovative Auto Solutions located at **** ****** *** ***** *** *** ****** ** *****. Phone number is ************. Invoice date of service not complete and car in worse condition . Invoice date is 3/2 23 In My 2006 Cadillac CTS that has regular maintenance started having a rough startup but otherwise ran fine and got me from A to Z, in fact had just driven perfectly to Espanola with no issues. I thought it may be the cold weather or might need a tune-up, so I was in Bernalillo and decided to have my grandson and uncle look at it. They then discovered that there was oil in the sparkplug area. An immediate concern for me as that is my only transportation. I decided to have the tow truck pick her up, I call her ********** as I am very attached too her. So she was sent to Innovative for a diagnosis and the mechanic was able to stop the oil leak to the spark plugs, and a gasket seal, only to have my car returned to me not able to stay idling and with no brakes that would not stop the car. All this for a whopping 1478.00. I am so stressed out and upset over this I have had contact with ** and *******, and have asked to speak to the owner. He would have the two communicate back and to tell me I need to replace the engine. Nowhere in the invoice I was given was there a recommended engine replacement. They offered to do the engine for 15% off the total price of a used engine that would be a quote of 8000.00 on top of the almost 1500.00 I had already paid. I paid them in good faith for nothing but a car that came back totally disabled and now not drive able. I am a 69 year old single person that has Dr appointments almost once or twice every week. I only get SS and am even embarrassed to tell my family members that this happened to **********. Sincerely, ******* ******* * ***************** ************

  Business Response

  Date: 04/05/2023

  Response from the owner 2 weeks ago 
  Hello ******, Thank you for reaching out. We are so sorry for the hardships you are going through. Just to recap/clarify: The vehicle was towed to us with some of the top half of the engine dismantled. It was evident that someone had been in the engine. attempting to find the cause of a poor performance issue. You requested that we repair the oil leaking into the spark plug cylinder tube, noting that the vehicle had been running poorly prior to the attempted spark plug repair. The repair was successfully completed, but a misfire remained. After vigorous diagnostics, we recommended a compression. and leak down test to pinpoint the cause. You approved the diagnostic and the tests. resulted in an internal failure to cylinder 3. At this point you were advised that the correct remedy to resolve the issue is an engine replacement. You opted to continue operating the vehicle with the misfire still active, stating that you would 'drive the vehicle. into the ground'. While the vehicle is actively misfiring, unburnt fuel and oil is sent into the catalyst. The catalyst becomes plugged up from these fluids and will reduce the engine's ability to breath. This in turn causes low/rough idle, lack of power, stalling, and lack of brake boost pressure. Please note that the brake booster requires proper air flow from the engine to operate correctly. If you are having difficulty applying enough pressure to the brake without the assistance of a properly functioning brake booster, WE STRONGLY ADVISE THAT THE VEHICLE IS UNSAFE AND SHOULD NOT BE DRIVEN. A copy of this will be sent to your email for your records. We understand that much of your review was written during a time of hardship and difficult circumstances. We do care. All of us here drive vehicles and can relate to unexpected repairs,and the costs. involved to correct them. Unfortunately, some repairs can be expensive and create a real hardship on transportation. We sympathize with what you are going through and wish you the best during this difficult time.