Complaints

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I Took my running 2006 ******* Tucson *** into *** auto number#6 at ***************************************** on 7/9/2024 to get it check to see why it had a rough idle when running after waiting for the mechanic to check it I was told what was needed to get the *** running smoothly I agreed to the repair of the *** at the quoted price the next morning I receive a call from the same manager from USA auto#6 stating the *** needs a new engine that mines was saturated with gas all the way down to the catalytic converter and that they had already the night before located a new engine for the car from out-of-state I verbally declined any other work be done to the *** and told the manager to leave the car alone and that I would be there after work once arriving after work the *** had been worked on they tuned up the the BAD gas saturated engine and that i owed the quoted price for repairing it I then asked the manager why would you tune up an engine that needs to be replaced? I was told by the manager that the owner told ****** do the work and they could for an additional cost rebuild the engine even IF I agreed to that which I did NOT why would you tune up an unsafe gas saturated engine and after all this work the *** now does NOT start at all!

  Business response

  10/11/2024

  This repair was completed to specification. All parts were purchased and installed on the vehicle. The vehicle was towed into the shop completely disabled. The customer had no previous ********************** repair records with USA Auto Service, and it doesn't appear there was a mechanic who was recently maintaining the vehicle either. There were several "check engine light codes" present in the system (stored & pending) for engine misfire(s) and engine air flow. The first priority was to replace the parts causing this specific failure. Spark plugs, fuel injectors, etc... Once the components were all new there was still an engine issue. After review of the ****** history repair it was discovered that the vehicle has very minimal general maintenance and or scheduled part replacement by manufacturer recommendations. The vehicle was driven over ****** miles without an oil change. This was definitely causing internal faults and damage not visible unless the engine black was opened. When a vehicle is neglected over time, although the driver may feel that because the vehicle is still operable that nothing serious could be wrong. There are absolutely issues brewing under the hood. Thart is exactly what transpired in this case. The vehicle required additional repairs, and the customer didn't understand the logistics of this matter. The repairs completed were under full warranty and could be used again once the engine replacement was addressed. After careful review of the repair details with the corporate office and the on-site management team, it was determined that USA Auto Service is not responsible for the current repair concerns with the vehicle or any future repairs.  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  12/05/2023. Paid $937.00. I went to this shop for ****************. they had me come into the bay with my car on a rack and showed me my in tank fuel pump was leaking. mgr said by law he could not allow me to drive my car off, which I later found to be untrue. if he was concerned about liability to his shop if something happened, he could have put on the est sheet he considered it unsafe to drive and recommends against it. there is no law giving him the authority to not allow me to drive my car off. I am elderly and disabled with out that kind of funds. my sister paid it with her credit card on the phone so i could get it done and leave. after much research, it appears the job should have been done for less than $500. after research, the pump sells for up to $278.00 and the shop charged me $700 for the pump. greatly over charged for the pump but mostly did not tell truth about legal authority to prevent me from driving off without repair.

  Business response

  12/21/2023

  We understand that different repair facilities have different repair pricing in terms or labor time fees as well and vendor part cost. Having an active fuel leak is a scary vehicle concern to have and technically does make the vehicle a road hazard and extremely unsafe to drive. Not only would you be putting yourself in immediate danger, but other drivers and or surrounding areas as well. It would certainly be our responsibility to repair the current vehicle condition to the appropriate authority. 

  All repairs completed at *** Auto Service are covered under a full warranty "parts and labor" for 12 months or ****** miles (whichever first occurs). If you have any future repair issues, please return to the facility at your earliest convenience for a complimentary inspection at no cost to you. Also, the vehicle is of age and has several other repair recommendations. It is important to try and fix the minor part repairs in a timely manner because excessive neglect will only lead to causing more damage due to failing parts now wearing and tearing on other engine related and unrelated components.  

  Kind Regards & Happy Holidays!

  Customer response

  01/02/2024

  I have also filed a complaint with the attorney general's office as well as the *** legal division. The main problem that ******* Auto Service response COMPLETELY ignored is the **** that the shop manager misrepresented his legal authority in refusing to allow me to leave with my car and instead basically holding my car for ****** unless I got them to repair it. They appear to take advantage of the elderly. Had he not misrepresented his authority in the matter, I simply would have taken my car and left and not be out the $937. Had I known at the time, I should have called the police. 

  Customer response

  01/03/2024

   
  Complaint: 20969037
  
  I am rejecting this response because: I have also filed a complaint with the attorney general's office as well as the *** legal division. The main problem that ******* Auto Service response COMPLETELY ignored is the **** that the shop manager misrepresented his legal authority in refusing to allow me to leave with my car and instead basically holding my car for ****** unless I got them to repair it. They appear to take advantage of the elderly. Had he not misrepresented his authority in the matter, I simply would have taken my car and left and not be out the $937. Had I known at the time, I should have called the police. 
  
  Sincerely,
  
  *******************************

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