ComplaintsforAuto Specialists Boulder City Inc

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my vehicle in to this shop to have a diagnostic done, I was told the charge was $130.00. When I received the call that my truck was done I was then told my charge would be $405.00, when I picked up my truck the charger was $278.00 when I asked why I was told that they had to do ten different diagnostics and that they were giving me a break. I asked arent businesses supposed to tell their customers about chargers before doing the work? *** the service manager said I told you that we had to do another diagnostic. I said no you did not, the conversation was that you did a diagnostic that I had already knew about and that I asked that you diagnose this issue.

  Business response

  10/30/2023

  Mr. ***************************** came in for a diagnostic on his check engine light. After we completed the diagnostic, he added on a "hard starting" issue, which had nothing to do with his check engine light diagnostic. He was charged 2.0 hours labor for both issues, however, we explained to him that if he did the repairs needed with us, we would waive the diagnostic fees, he declined. 

  Customer response

  11/01/2023

   
  Complaint: 20749632
  
  I am rejecting this response because:
  I was never told that there was a second diagnostic fee, according to the businesses own website they would provide a estimate before starting any work. They did not provide any estimate nor said there was a second fee! 
  Sincerely,
  
  *****************************

  Business response

  11/02/2023

  Diagnostic charges vary depending on what the customer asks for. You were given a verbal estimate on repairs, and written estimates are given upon request. ******************, you signed the write up repair order authorizing the diagnostic and/or repair work. See the copy of the write up I already gave you. 

  Customer response

  11/02/2023

   
  Complaint: 20749632
  
  I am rejecting this response because:
  Im assuming you dont read your own information in your website! Nowhere does it say a estimate will be given on request it does state that all estimates will be given in writing before any work is to be done! I was never given an estimate nor did I sign an estimate! I was told that the diagnosis would be $130.00! At no time was I ever told that it would be two diagnostics and the charge would be over $400.00!!!!!! I guess you could say your nothing but a two bit hustler with no integrity! Read your own words. I have provided them for you so it shouldnt be too hard! 
  Sincerely,
  
  *****************************

  Business response

  11/03/2023

  ******************, This will be my final statement. I don't appreciate your comments. You were charged $278.78 which is a fair price for a diagnostic involving 2 issues. 

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December 2022, I took my 2015 VW to Auto Specialists because 2 warning lights appeared simultaneously. A quick web search indicated the most likely cause when this occurs is rodent damage: the soy-based electrical harness cable-wraps are irresistible. I requested Auto Specialists determine if this could be the problem and Auto Specialists indicated they checked but claimed it was a "faulty" auxiliary electrical coolant pump. Based on this diagnosis, I trusted them and authorized replacement of the pump. When I retrieved my car, the warning lights were still on: I showed Auto Specialists both warning lights were still on and they confirmed the new pump - which they'd just installed - wasn't working! They threw up their hands and referred me to VW service. But I still received an $1,100+ bill! Later, VW service quickly determined the problem: a rodent chewed electrical harness, which was easily replaced and solved the problem. I went back to Auto Specialists indicating they misdiagnosed the problem and failed to investigate the possibility of a rodent-damaged electrical harness: they then claimed that the original pump probably was shorted out by the chewed cable they missed and needed to be replaced anyway - a claim which was refuted by VW service since a damaged harness "shorting out" the original auxiliary electrical coolant pump was highly unlikely since electrical connections were severed to any power supply necessary to cause such a "short". Moreover, the severed electrical connections were precisely why the new pump Auto Specialists installed did not work. But, most importantly, if the damaged harness caused the original pump to short out as Auto Specialists claimed, it should have also "shorted out" the new pump Auto Specialists installed, which it did not! Auto Specialists ignored my request to check the electrical wiring harness, misdiagnosed the problem, and replaced an expensive part (auxiliary coolant pump) that did not need to be replaced.

  Business response

  02/14/2023

  Please see attached letter and copy of original write up. 

  Customer response

  02/16/2023

   
  Complaint: 18968988
  
  I am rejecting this response because:

  In paragraph 2, Auto Specialists (AS) indicates "the wiring harness that attaches to the auxiliary water pump (not the auxiliary fuel pump as stated in his 5th paragraph) and the oil sensor both were intact and not chewed by rodents".  When I spoke to ************, and *** in-person on February 1st, I asked how they missed the chewed wiring harness and *** stated that "I inspected what I could see but didn't inspect the bottom portion of the harness".  The bottom portion was precisely the portion which was damaged and which only required the simple removal of the "belly plate" underneath the engine, which AS failed to do, despite my request.  And, which is precisely why VW Service found the problem quickly - and it didn't require any fancy, specialized VW Service "factory scan tools to properly diagnose the issue", as AS claims - just common sense and eyeballs to see a chewed harness!

  Also, AS claims that "After installing the new part, the code for the water pump was able to be cleared" yet, again, the day I retrieved my car the "check engine" light related to the auxiliary water pump was still on, as I indicated in my letter of February 1st (paragraph 3).  I called ******* at AS when I returned home and informed him of this.

  AS paragraph 3 is patently false: the "check engine light on and the code for auxiliary water pump had returned".  Again, it hadn't "returned" - it never went off from the time I picked up my car!  Again as I indicated, I called ******* at AS when I returned home and informed him of this.

  Regarding AS paragraph 4, "Customer came back months later": my son was visiting for the holidays: he arrived the day I brought my car back into AS (December 14th, when they threw up their hands and referred me to VW Service) and my son didn't return home until January 11, 2023.  I scheduled my car for repairs at VW with an intake date of January 18, 2023, and didn't get my car back until January 27, 2023. 

  Regarding "The harness he had with him was a sub harness and not the harness directly related to or located at the auxiliary water pump but it could have caused the problems that he was having" (paragraph 4), I requested that VW Service provide me with the damaged electrical harness responsible for the warning lights.  It is quite disingenuous that AS would claim that the damaged (electrical) harness provided to me by VW Service WASN'T the problem when it was AS that referred me to VW Service - which indicated it WAS the problem!

  Regarding AS claim that "The original pump was faulty but not the only cause of the issue", I again refer to VW Service which indicated to me that "a damaged harness shorting out the original auxiliary electrical coolant pump was highly unlikely since connections were severed to any power supply necessary to cause such a short and further that the severed connections, which were unable to supply power to the pump, were precisely why the new pump AS installed did not work and the check engine light remained on". 

  The fact remains that I requested AS inspect the wiring harness to the auxiliary water pump & oil sensor light as the possible cause for their illumination, which Auto Specialists FAILED TO DO and which VW Service indicates WAS the cause of the problem.  Instead of simply doing due diligence as I'd requested and inspect the electrical harness, AS ignored my request to inspect the harness, misdiagnosed the problem, and replaced a part that didn't require replacement.

  Sincerely,
  
  ***********************

  Business response

  02/17/2023

  *****, We did not deny your request to inspect the wiring. We simply were unaware that there was a sub-harness and when the light returned, we referred you to the Dealer. ****************, as stated before the auxiliary pump was bench tested and it failed, end of dispute. If you would have gone to the Dealer in the 1st place, they would have replaced both the pump and the harness. 

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/8/22 I took my truck to Auto Specialist in Boulder City to have my radiator replaced. They said it would be between $500 and $800. When I picked up the truck it was the high end $800.53. On 6/10/22 my air conditioner no longer worked. When they replaced the radiator they had to disconnect the a/c hoses then reconnect and recharge the a/c system. They did something wrong to cause all the freon to leak out. I took it back on 6/10/22 only for them to tell me it wasn't their fault it was another hose. They are lying. I worked for Nissan installing a/c units and repairs an o-ring does not just start leaking. They ended up charging me an additional $121.11 and said they were giving me a deal. A real bad attitude. I shouldn't have to pay this bill. ''

  Business response

  08/27/2022

  Business Response /* (1000, 11, 2022/06/27) */ As part of customer's radiator repair, an evacuation and recharge of his A/C system was required. At the time of the recharge, the freon was low and he was charged for 10 oz of freon and dye, see H364113. A few days later Mr. ******* returned because his A/C was not blowing cold. After signing the work order to authorize, we found an o-ring on the A/C line leaking. We replaced the o-ring and recharged his freon and only charged him a small portion of the labor along with the o-ring and freon his system lost. When he came to pick up his vehicle, he was visibly angry and swearing. He even told me (the owner) to 'shut up". At that point I walked away from him as he stated he would never be back. A few days later he called and wanted to come back to the shop to have his A/C looked at. He noticed the high side and low side caps leaking but wasn't sure if that was it. I told him he was only allowed back if his attitude was different then the other day. When he came back, we noticed another o-ring at the end of the hose we had not touched leaking along with the caps. We showed him his leaks. He was expecting us to do the repair at no charge I told him we would need him to pay for the parts and we would waive the labor for good customer relations. The customer agreed and after the repairs, we showed him everything so he could see that just like before, at this time we see no further leaks. For clarity purposes, there are at least 25 areas an A/C system can leak from and because freon is invisible we rely on the dye to show us. We always recheck an A/C system after a repair to make sure we don't see any further dye (leaks) at that time. I will attach the signed work orders and paid invoices that show the customer was aware of the repairs and authorizations needed. In closing I would like to say that Auto Specialists was more than fair with the customer's repairs; therefore, we will not be refunding him for the work performed. Sincerely, Lee H**** Owner Consumer Response /* (3000, 14, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Lee is lying. When I brought the truck back the first time for the a/c not working no ticket was written. She told me and my son to wait until they check it out. After an hour she came to the waiting room to tell me they found an oring bad and are replacing it. Once again no mention of a charge, no authorization. After arguing she dropped the price. 3 days later a/c not working again. The second time I brought it back they claimed the same hose was leaking but at the other end. That's when the mechanic told me the hose that was supposedly leaking was the hose they removed. Previously Lee said it was a different hose. Neither were the leaks. The a/c again went warm. Henderson Nissan found a hole in my condenser possibly caused by a bent radiator mounting bracket which caused a hole in my condenser. Since the condenser has been replaced no problems with my a/c. Lee charged me twice to repair non existent leaks because they couldn't find the leak in the condenser without removing the radiator which they never did. This ordeal has cost me over $1200 to repair which I want reimbursed. Business Response /* (4000, 16, 2022/07/06) */ I do not appreciate name calling. The previous statement I made is the truth and I have sent the factual documents. I have been more than fair and will not be offering a refund.

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