Complaints

This profile includes complaints for Sun Auto Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Sun Auto Service has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Sun Auto Service

  9530 W Tropicana Ave Las Vegas, NV 89147-8496

• 

  Sun Auto Service

  8699 W Rome Blvd Las Vegas, NV 89149-1201

• 

  Sun Auto Service

  106 S Stephanie St Henderson, NV 89012-5556

• 

  Sun Auto Service

  7350 S Buffalo Dr Las Vegas, NV 89113-4112

• 

  Sun Auto Service

  110 W Mayflower Ave North Las Vegas, NV 89030-3953

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:02/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I was charged for repairs not done, and unnecessary work.Sun Auto Services, knowingly stated that services, parts and repairs were needed and were not. (DECEPTIVE TRADE *****************

• Initial Complaint

  Date:01/27/2025

  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.

  I contacted business about repairing my vehicle. We discussed the part that needed to be replaced. I then took the vehicle to them and left it with them to be repaired. They informed me of another issue that needed to be taken care of I let them know I would take it to the dealership and have it fixed under warranty and that to fix it.The initial problem that it was brought there to them for. After telling me that it was repaired, I picked the vehicle up and took it to the dealership, where I was then informed that they did not repair what they were supposed to. I then proceeded to contact them and asked them why they replaced a part that was not discussed and not even broken. They then told me they'd bring it back and they'll fix the right part. My car was already at the dealership. Getting fixed. I paid the dealership another diagnostic fee to fix the problem that they stated it had. After having the initial problem fixed, the dealer stated that the head gasket that they said was blowing is in fact not. So now i'm out the money, I paid them to fix the original part that they did not fix and another rediagnostic fee for the dealership. When contacting them, they said there's nothing they can do. They offered me a fifty percent refund. I do not feel I should be charged by them to change. A part that was not faulty also was not discussed with them to be changed. And now added cost for the dealer to look into and diagnose, something that they said was wrong, that wasn't. If I do not get help from you guys.I will be filing legal actions against them.

  Business Response

  Date: 01/31/2025

  To Whom It May Concern,

  We are currently in direct communication with the customer and working to resolve this for the customer. 

  Sincerely,

  Sun Auto Customer Care

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22859936
  
  I am rejecting this response because:
  After contacting them originally. The contacting bbb, the filing a complaint on their corporate website. I have had no further communication with them. No emails,text,phone calls nothing.
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/25/2025

  To Whom It May Concern,

  Customer had vehicle towed in due to car being completely locked up. The lock cylinder broke and car was not able to move. Vehicle arrived to our facility and we verified that part was broken. Unfortunately the part was only available in ******* and dealer told us it would take 3-4 weeks to receive part. We replaced lock cylinder and the vehicle was able to start and run. Custmer was able to drive home after vehicle was locked out for over 1 month. Custmer does need a clock spring as that part was also failed. We explained to customer that we could not have done diagnostic testing on internal clock spring since vehicle was locked out. We have offered tro assist with cost of repairs however stand by our position that customers lock cylinder needed to be replaced to even discover a failed clock spring.  
  
  Custmer has disputed charge with merchant services even after receiving the products that are now in vehicle and working. 

   

  Sincerely,

  Sun Auto Customer Care

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22859936
  
  I am rejecting this response because:
  TheThe response they have given you is not of our vehicle. This has been dragging out. I have still had no communication from them. Whatsoever, I have emailed them four or five times i've sent you guys messages. I thought the bbb was supposed to be here to help consumers, now I want to put in a complaint against the bbb. You are not doing your job properly. I still want a refund for the work that they performed. That was not necessary and the added charges to have somebody else diagnost and fix the right problem, the right way. If you have anybody in upper management that can contact me and speak with me over the phone, that would be appreciated.I'm tired of running around in circles.
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/04/2025

  To whom it may concern,

  Our position has not changed. Parts and services the customer paid for were completed on the vehicle as requested. Ive personally spoken with customer and have tried to explain the details however I dont get very far. Customer has advised us that he will take us to small claims court. We are ok with that as an outcome as we cant seem to find common ground. 

  Sincerely,

  Sun Auto Customer Care

• Initial Complaint

  Date:01/27/2025

  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.

  I asked sun auto to do a full inspection and figure out what it needed fixed and the cause of the leak. They called **** and suggested I get new tires, work on the brakes, and replace the wheel housing which we did. They said the other things such as ac and the oil leak werent immediately needed and we could hold off for now. Never once saying any internal engine issues were present. I trusted their decision and went with what they recommended. I picked ** vehicle up and drove 15 miles away and a strange sound started happening. A few minutes after that a rod blows out ** engine and Im stuck on the side of 159 with smoke everywhere and the car not starting. I was beyond dissapointed when ** fianc called sun auto telling them what just happened. An employee named ******* offered no help since we were in between ******* and *****. When ** fianc let him know that we were going to warn others of the situation Charlies demeanor changed quickly to stating Well if you wanna leave fake bad reviews you can! Many have tried and many have died! Ultimately I decided I should get ** insurance to tow ** van **** to ********, where the damage was obviously done. And you know what happened from there. But, its even more disappointing when ** fianc remembers telling Sun auto that this was kind of a raw deal to have paid, have the van blow its engine, and walk away with nothing. Thats when ******* said Well, hey I can waive your additional diagnostics fees for when we looked at your van when it came ****. What? Now we owe for them looking at the vehicle after they performed work on it and it wasnt running not 15 minutes later? (We didnt know the engine had blown yet) Thats harsh. Sun Auto charging us fees to diagnose problems that magically appear right after they performed repairs and work? But, theyll waive the $214 diagnostic fee to help out afterwards - now that theyd said the engine was blown.

  Customer Answer

  Date: 01/31/2025

  I just wanted to update the situation and make it clear that sun auto reached out once in an email saying they tried to get in contact with me. They called my phone number once claiming they couldnt leave a voicemail which I find hard to believe since my childs teacher left one the same day. They have my fiances number in their records and contacted him the day I posted reviews harassing him and shouting at him followed by hanging up on him before he could respond. They never tried reaching out again. I contacted the number provided in the email Tuesday morning at 8:55am and spoke with someone saying they knew about my case and would take my information down to immediately have a supervisor call me. I never received a call, email, or text. I waited until this evening to give them the opportunity to reach back out, but they never did. So I sent them a response to their email. I dont believe they want to resolve anything and want to act like they are putting in effort to resolve the issue, but their lack of actions speak louder.

  Customer Answer

  Date: 02/24/2025

  Theres not much more I can add to the complaint. The business has made NO effort in the matter of reaching out to me in any way. They have had over a month to do so. I have now had to replace my family car and taken out a loan while walking away from paying ******** to repair my car. Not only did they not repair my car but they did damage to it since I drove away 15 miles from the business and the engine exploded. They offered no explanation, help with me being stranded in the desert, or credit/refund towards the 2000+ I just handed them in trust that I was leaving my car in good hands. I have called them multiple times and gave them my contact information by phone number and email. They also have my fiancs contact information which they used In the past MULTIPLE times. The last time was when the male i complained about having to deal with through-out the ordeal (*******) and how he called my fianc yelling at him and then hung up on him not allowing him to respond to anything. They have obviously seen the posts I have left and how disappointed I am since they had no issues including that in the one response they have given to BBB. ******** obviously does not want to resolve the issue and has made no effort in doing so. Based off their hundreds of other negative reviews online they do not care about their clients opinions or the negative impact they have had on their customers lives. That is why I have taken this to BBB so others can be made aware of how poorly this company treats people and the concerning work they are providing.

  Business Response

  Date: 02/26/2025

  Hello, 

   

  Please see the attached letter as the BBB response to complaint 22856235 regarding ****** ********. Please let me know if additional information is needed. Thank you for your time. 

  ********* *.
  Sun Auto Customer Care
  Phone: ************
  Email: ************************
  
  

   

• Initial Complaint

  Date:01/21/2025

  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.

  On January 17 I had my car towed to Sun Auto because the ignition wouldnt turn. I called them and they said they could fix it for $680. I said great. I didnt get a written estimate which I now regret. So they tore apart my steering wheel console and called me telling me they need a part from ******* that will cost $280 and will take 4 weeks to get. I was like dumbfounded. They did not tell me this. 4 weeks! So I waited, contacting them every week waiting patiently. Then ***** said it could take up to 7-8 weeks to get the part because its stuck in customs. I couldnt believe it. I had no car. If I knew this from beginning I would never have towed it to them. So on Monday, January 13 I went there for an answer. ***** said hes sorry but there is nothing they can do until part arrives. I was distraught, upset and yelling now! I cant believe this. ***** said you can take your car and tow it away if you want! My hands were tied by ********. The car had been sitting in their parking lot for almost a month torn apart without the steering wheel on it. I had to wait it out. Later that day ***** calked me and said part is arriving tomorrow and we will fix your car. I was excited now. They were going to fix my car. I didnt have to wait 7-8 weeks like he said that morning! The next day I called Sun Auto at 2 pm. ***** said car was ready come on down and get it. So I went to get my car. Expecting a bill of $900, ***** says its $1250 but I included a Service Managers Discount Coupn for $350 because I felt sorry for you. What? Why so much money? Labor charges, Using a $50,000 machine to computer my key to work. I was upset but paid them because I needed my car my Doctor appointments. I drove off to find my screwed up! They wanted another $1500 to fix what they tore apart. They didnt know what they were doing. They said it took 90 minutes in labor. But my steering is crooked and the warning on my dashboard says DO NOT DRIVE CAR! They Lied throughout this whole situation!

  Business Response

  Date: 01/21/2025

  To whom it may concern,  
  
  Please see attached letter. 
  
  Thank you, 
  Sun auto customer care 

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22840438
  
  I am rejecting this response because: They lied and deceived me after they tore apart my steering console otherwise I would not have let them finish the work. It was 1 piece for $680 but immediately after that a key and tumbler was needed from *******. Why didnt ***** tell me that from the beginning? The Steering Wheel now is crooked. I fear driving my unsafe car now. I took it back and immediately its the Clock Spring that will cost me money and the traction control to get a signal costs more! He said this has never happened to any other car we worked on. I asked them about the labor charges and they said it only took 90 minutes. They rushed thru it. Had no clue they ripped apart the wires for all these signals going off. They overcharged saying its this $50,000 tool that reprogrammed your key thats expensive no matter how long it takes. ***** gave me a Store Managers Special Discount of $350 because he said he felt sorry for me.  I would have had to pay $1600. I asked ***** why dont you give me 4 coupons to pay this inflated ****.  So I dont agree with there response! And I changed my mind about ******** trying to make right the problems they created in my car by fixing them. I dont want them touching my car again. They screwed it up beyond repair! Its totaled as far as I am concerned.  I dont feel I should have to pay them a dime for what they did and want a full refund of $1251
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/22/2025

  Hello,  
  

  Unfortunately, our position has not changed. Customers vehicle was presented to our facility completely disabled and only repair made by us was to get vehicle started. We have provided customer with a correct Diagnostic and waived diagnostic charge. We also offered to assist with repairs at a heavily discounted rate. All work customer was billed for was done and fully operational. Again, vehicle is now driving after being completely disabled and locked out. 
  
  

  Customer Care team

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22840438
  
  I am rejecting this response because:
  They tore my console apart like they knew what they were doing only to find out that they needed to replace cylinder now and that it would take 4 weeks to get. After I went to ******** on January 13th to find out what is going on. They said it could take 7-8 weeks because its tied up in customs. So, I was really mad because they wouldnt call ** for me to find out where my part is I went to ** for help. The guy in parts department at ** said it could take 8 weeks also. He saw my part ordered on computer and gave me a printout. Attached. ******** also marked the price up on this part to $287.99 from VW price of $229.23. Then the weird thing happened after I went to **. ***** called me 2 hours after I left ** and said my part will be here tomorrow. And we will fix your car. They didnt fix it. Its undrivable. I plan on taking them now to small claims court for the ***** Blue Book of $3800 for my car being totaled by *********************! They did me wrong! And were dishonest about it try to cover it up without test driving my car so I had the warning signs go off driving home from ******** after my car sat in parking lot for 4 weeks! They let me drive off and I could have gotten into an accident! They also said they fixed directionals and that is also a lie.
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/05/2025

  Hello,  
   
  Our position on this matter has not changed. The prior response we provided to you is still valid. 
   
  Thank you,  
   
  Sun Auto Customer Care  

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22840438
  
  I am rejecting this response because: they ripped apart my steering console without a clue what they were doing. Now my car has bad steering and dangerous to drive. Then to fix their mistakes they want another $2000
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/14/2025

  To whom is may concern,

  We will be contacting the customer with a resolution after merchant service dispute is concluded. 

   

  Sincerely,

  Customer care team

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22840438
  
  I am rejecting this response because:
  I am a cancer patient who has CKD Stage 4. I am not up to fighting this huge evil corporation but I will.  I need to send them a Demand letter so I can sue them in Small Claims Court for $3400 the ***** Blue Book Value of my crippled car Sun Auto Destroyed. So I would except them returning my $1250 that they shouldnt have charged me. Overcharged me $350 and ruined my steering console.
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/19/2025

  Hello,  
   
  Our position on this matter has not changed. Weve offered to do service at discounted rate already.  Customer does not need a new vehicle, he needs a steering angle sensor replaced. The prior response we provided to you is still valid. 
   
  Thank you,  
   
  Sun Auto Customer Care  

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22840438
  
  I am rejecting this response because: Now they are saying they are offering me their Horrible Service at a discount. They ripped my car apart clueless and now are blaming me so I will pay them more money for the things that broke when they ripped it apart!  I will now sue them in court. Can you tell me who I can send my certified letter to and what address? Here on ********* or in *******? And NOW THEY SAY ITS A STEERING ANGLE SENSOR. Make up your minds SunAuto. Which is it? Total Ripoffs will be held accountable. I am also going to Channel 13 On your side. They are waiting for the BBB result and then will get involved if I do get satisfaction. Try and drive my car also. You cant steer it correctly. Its a Danger! They ruined my car that had only ***** miles.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/06/2025

  Hello,  
   
  Our position on this matter has not changed. The prior response we provided to you is still valid. 
   
  Thank you,  
   
  Sun Auto Customer Care  
  

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22840438
  
  I am rejecting this response because:
  They did wrong! They are trying to tell me its my fault my car is ruined. They messed up and refuse to admit fault!!! They think they can push me around by having their attorney call me and tell me I dont stand a chance in court!! That my small claim lawsuit wont even make it to court. I think someone needs to hear my side since the BBB cant do anything for me!
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 4/09/2024 I took my truck to Sun auto on st rose for them to fix a leak that was leaking, it was the rear main seal that was leaking. During the process of them working on the leak I received a call notifying me that they damaged I think it was either the upper or the lower oil pan. The person notified me that they didnt had to fix it cause other body shops wouldnt, I said how does that work u guys damaged my truck so its your responsibility to fix it, they did I suppose. From 04/2024- 11/2024 my truck been leaking oil, on 11/14/2024 I took my truck back to them and told them its still leaking oil, they said they would take a look at it n fix the problem, they called and said its the lower oil pan thats leaking, I picked it up on the 11/15. The following morning I seen it was still leaking oil, took it back to them on 11/26/2024 , they called n said its the upper oil pan leaking n theyll fix it. On 11/27/24 I received a call letting me know my battery was dead I said my battery isnt dead, he insisted that it was and he said something about my steering wheel , I completely ignored what he was say about my battery n steering cause I drive my truck everyday n had no issues with either of the problems he was talking about. I asked if my truck was ready he said almost were in the middle of fixing it, less than 5 mins later he called n said it was. I go to pick up my truck my battery is dead n my steering wheel wont turn, when I took my truck to them their was to light on at all. A little more to my problem I can see Im running out of characters, so if someone can call me so I can explain the rest Ill greatly appreciate it. However I had to get my truck towed from there business to dodge dealer , I couldnt afford the amount they wanted so I had it towed to ******* where they fixed it. I think I was cheated by sun auto, because how do I drive my truck everyday with no issues I took for a leak n to this day my truck still leaking oil.

  Business Response

  Date: 01/06/2025

  To Whom It May Concern,

  We will go ahead and refund the $250.00. We are certain this will resolve this matter. This refund will arrive by check and mailed out by **** to the customers address.

  Sincerely,

  Sun Auto Customer Care

  Customer Answer

  Date: 01/06/2025

  At the time I submitted this complaint against ******** I had originally put $250 that I had paid them for the deductible, however I sat with someone at legal aid and made them aware of what was going on. The $250 that I paid them is just partial to what Im owed. When I submitted this complaint I put my phone number down for someone to reach out so I could have finished explaining what was done to my truck by sun auto. Please if you can reach out and inform them not to mail out a check Ill greatly appreciate it. To this day my truck leaks oil. Sun auto damaged my batteries and my rack and pinion in my truck, I lost wages and also had to come out of pocket to pay for something that they did to my truck. If you have any questions please feel free to give me a call at *************. I drove my truck to Sun auto on the 26th of November for them to fix the never ending oil leak that they claim they fix and had to get it towed of their property to get it fix. Once again *** feel free to contact me at the phone number I provided. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22734839
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******-******

  Business Response

  Date: 01/21/2025

  To Whom It May Concern,

  We have already refunded the full amount that the customer has paid, $250.00 under customer satisfaction, that was her deductible the rest of the bill was covered by an extended warranty company. She also stated that we ruined her battery we did nothing other than start the vehicle to pull into the shop, we warned her before she came in that she needed to replace her battery but declined before towing vehicle to the dealer, she has a 2yr or ****** mile warranty on any repairs that we completed if she is still having issues with any pertinent repairs from Sun Auto service we would be happy to look at it again at that location or any other location in the ********* / ********* area.

  Sincerely,

  Sun Auto Customer Care

  Customer Answer

  Date: 01/21/2025

  To whom it may concern, when I took my truck to Sun auto on 11/26/24 my ****************** was working perfectly fine. When Sun auto called me on the 11/27/24 to tell me about my battery they had already did the damaged to my truck, thats the reason I had to get my truck towed from there business. If my battery was dead why did I need to get my rack and pinion completely replaced among other things, and to this day my truck is still leaking oil so what did they actually fixed on my truck, absolutely nothing. To whom it may concern like I stated in the previous complaint they can keep their $250 dollars. I drove my truck auto there property my steering and battery was fine why were they messing with something they shouldve been. I took it there for them to fix the oil leak they claimed they previously fixed twice and the third time the still didnt fix it. 

  Customer Answer

  Date: 01/21/2025

  To whom it may concern, when I took my truck to Sun auto on 11/26/24 my ****************** was working perfectly fine. When Sun auto called me on the 11/27/24 to tell me about my battery they had already did the damaged to my truck, thats the reason I had to get my truck towed from there business. If my battery was dead why did I need to get my rack and pinion completely replaced among other things, and to this day my truck is still leaking oil so what did they actually fixed on my truck, absolutely nothing. To whom it may concern like I stated in the previous complaint they can keep their $250 dollars. I drove my truck auto there property my steering and battery was fine why were they messing with something they shouldve been. I took it there for them to fix the oil leak they claimed they previously fixed twice and the third time the still didnt fix it. 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22734839
  
  I am rejecting this response because: To whom it may concern, when I took my truck to Sun auto on 11/26/24 my ****************** was working perfectly fine. When Sun auto called me on the 11/27/24 to tell me about my battery they had already did the damaged to my truck, thats the reason I had to get my truck towed from there business. If my battery was dead why did I need to get my rack and pinion completely replaced among other things, and to this day my truck is still leaking oil so what did they actually fixed on my truck, absolutely nothing. To whom it may concern like I stated in the previous complaint they can keep their $250 dollars. I drove my truck auto there property my steering and battery was fine why were they messing with something they shouldve been. I took it there for them to fix the oil leak they claimed they previously fixed twice and the third time the still didnt fix it. 
  
  Sincerely,
  
  ****** *******-******

  Business Response

  Date: 01/28/2025

  To Whom It May Concern,

  Our stance still stands with our previous response. We would be happy to address her concerns under her warranty. Thank you.

  Sincerely,

  Sun Auto Customer Care

  Customer Answer

  Date: 01/28/2025

  Ok thank you

  Customer Answer

  Date: 01/29/2025

   
  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. Ok thank you
  
  Sincerely,
  
  ****** *******-******

• Initial Complaint

  Date:12/16/2024

  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.

  On 6/6/2022 you Sun Auto Service on St. Rose in *********, ** replaced the Fuel Pump on my 2002 Chrysler Sebring. On 3/29/24 I took the car to my regular mechanic because the engine light was on. I paid $100.00 to diagnose it and he said it needs a new Fuel Pump. Since this was still under your warranty, I took my car in to the ******* facility, and they said they needed to order some parts and they would contact me once they arrived.Once they contacted me, I took the car in on 6/17 for the repair of the Fuel Pump. As you can see by the mileage, this is a car a rarely use anymore, but I want to keep it in good condition. I took it in to gas it up as I like to keep the tank full. When I opened the gas cap, the piece that holds the has cap is completely loose. At this point, I did not gas up my car because I found this might be dangerous. On 11/1/2024 I went to your facility on ************ to let them know that this was broken when they serviced my car back in June. Also, the engine light had since gone on. I told them this was due to the work done under the warranty. I was told that the part was no longer available and that now I needed $1254.80 to fix the Evaporative Emissions System. The man on the desk kept asking me if I wanted to leave the car to have this done. I asked about the piece where the Fuel Cap sits, and he said the part was no longer available due to the age of the car. He said that things break and there was nothing he can do.If you see that milage when they did the repair, it is 121, 089. On 11/1/2024 the mileage is *******. There was no reason for me to check the Fuel Cap since I had plenty of gas in my car. To add insult to injury, on top of damaging my car (probably because they did not want to replace the entire Fuel Pump), they want more money from me. Now Im, afraid they probably messed with the Evaporative Emissions System to cover up theyre damage.

  Business Response

  Date: 12/18/2024

  To whom it may concern, 

  We are in the process of working with our customer to find a resolution to this matter.

  Thank you, 

  Sun Auto Customer Care

  Customer Answer

  Date: 01/08/2025

  Hello,

   

  I have not heard from the business.  What are the next steps?

  Thank you!

  Business Response

  Date: 01/09/2025

  To whom it may concern, 

  This customer has been contacted and the issue explained to her, but she does not accept our explanation. The original fuel pump was installed in 2022 and was thus out of warranty when they brought it back to us in 2024. However, as a gesture of customer satisfaction, we honored the warranty.

  The part that was given an estimate for was a leak detection pump, which was installed seven months after we agreed to warranty the fuel pump. We are not willing to do anything further, as we have already gone above and beyond by honoring the expired warranty.

  Thank you, 

  Sun Auto Customer Care

  Customer Answer

  Date: 01/09/2025

  Hello BBB,

  ******** has never contacted me via telephone or email.  

   

  Kindest Regards,
  ***** ******

  Customer Answer

  Date: 01/09/2025

  Hello BBB,

   

  Please also know that they offer a 24 month warranty.  They did repair as a gesture of customer satisfaction. Please see below:

   

  Warranty
  24 Month / ****** Miles Warranty
  At Sun Auto Service, we stand behind our work.  Thats why we warranty that services and repairs performed by us on your vehicle will be free from defects in workmanship for a period of 24 months or ****** miles, whichever comes first, subject to the details below.
  Services Covered By This Warranty
  Air Conditioning, heating and climate control systems
  Brake system
  Engine cooling system
  Electrical system, including the starting and charging systems (up to 12-volt systems)
  Engine performance, drivability services and repair
  Exhaust system
  Fuel system
  Ignition system
  Electronic engine management system and on-board computer systems, (engine, body, brake and suspension computers)
  Cruise control system
  Steering/suspension system, wheel bearings, CV joints/U- joints, Half-shafts and drive-shafts
  Timing Belts
  Other minor repairs
  This warranty covers the types of repairs and services listed above, and is limited subject to the details and exclusions listed below.
  Sun Auto Service warranties the above services and repairs performed by Sun Auto Service will be free from defects in workmanship for a period of 24 months or ****** miles driven on the covered vehicle, whichever comes first, measured from the date of service based on the odometer reading on your original repair invoice. This warranty is conditioned on the vehicle being subjected only to normal, non-commercial use, and receiving reasonable and necessary maintenance during the warranty period. This limited warranty will not apply if the original repair invoice indicates that you declined to authorize certain specific labor, parts or service required for satisfactory performance. Warranty repair costs shall in no case exceed the costs of the original repair or service. If there is a defect in either materials or workmanship within the warranty period, ******** has the option to perform remedial service work at no charge to you, replace the defective warranted part(s) without charge to you, or refund the entire charge for the warranted repairs, minus any previous refunds.
  A buyer of covered parts or services has the right to have warranty service performed during the warranty period. The warranty period will be extended for the number of whole days that the vehicle has been out of the buyers hands for warranty repairs. If a defect exists within the warranty period, the warranty will not expire until the defect has been fixed. The warranty period will also be extended if the warranty repairs have not been performed due to delays caused by circumstances beyond the control of the buyer, or if the warranty repairs did not remedy the defect, and the buyer notifies the warranty administrator of the failure of the repairs within 60 days after they were completed. If, after a reasonable number of attempts, the defect has not been fixed, the buyer may return his vehicle for a replacement of parts, if applicable, or a refund, in either case, subject to deduction of a reasonable charge for usage. This time extension does not affect the protections or remedies the buyer has under any law.

   

  Thank you!

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22694482
  
  I am rejecting this response because: 

  Hello BBB,

   

  Please also know that they offer a 24 month warranty.  They did repair as a gesture of customer satisfaction. Please see below:

   

  Warranty
  24 Month / ****** Miles Warranty
  At Sun Auto Service, we stand behind our work.  Thats why we warranty that services and repairs performed by us on your vehicle will be free from defects in workmanship for a period of 24 months or ****** miles, whichever comes first, subject to the details below.
  Services Covered By This Warranty
  Air Conditioning, heating and climate control systems
  Brake system
  Engine cooling system
  Electrical system, including the starting and charging systems (up to 12-volt systems)
  Engine performance, drivability services and repair
  Exhaust system
  Fuel system
  Ignition system
  Electronic engine management system and on-board computer systems, (engine, body, brake and suspension computers)
  Cruise control system
  Steering/suspension system, wheel bearings, CV joints/U- joints, Half-shafts and drive-shafts
  Timing Belts
  Other minor repairs
  This warranty covers the types of repairs and services listed above, and is limited subject to the details and exclusions listed below.
  Sun Auto Service warranties the above services and repairs performed by Sun Auto Service will be free from defects in workmanship for a period of 24 months or ****** miles driven on the covered vehicle, whichever comes first, measured from the date of service based on the odometer reading on your original repair invoice. This warranty is conditioned on the vehicle being subjected only to normal, non-commercial use, and receiving reasonable and necessary maintenance during the warranty period. This limited warranty will not apply if the original repair invoice indicates that you declined to authorize certain specific labor, parts or service required for satisfactory performance. Warranty repair costs shall in no case exceed the costs of the original repair or service. If there is a defect in either materials or workmanship within the warranty period, ******** has the option to perform remedial service work at no charge to you, replace the defective warranted part(s) without charge to you, or refund the entire charge for the warranted repairs, minus any previous refunds.
  A buyer of covered parts or services has the right to have warranty service performed during the warranty period. The warranty period will be extended for the number of whole days that the vehicle has been out of the buyers hands for warranty repairs. If a defect exists within the warranty period, the warranty will not expire until the defect has been fixed. The warranty period will also be extended if the warranty repairs have not been performed due to delays caused by circumstances beyond the control of the buyer, or if the warranty repairs did not remedy the defect, and the buyer notifies the warranty administrator of the failure of the repairs within 60 days after they were completed. If, after a reasonable number of attempts, the defect has not been fixed, the buyer may return his vehicle for a replacement of parts, if applicable, or a refund, in either case, subject to deduction of a reasonable charge for usage. This time extension does not affect the protections or remedies the buyer has under any law.

   

  Thank you!

  
  
  Sincerely,
  
  ***** ******`

  Business Response

  Date: 01/10/2025

  Hello, 
  
  Our position on this matter has not changed. The prior response we provided to you is still valid.
  
  Thank you, 
  
  Sun Auto Customer Care 

  Customer Answer

  Date: 01/13/2025

  I am rejecting this response because:******** has not reached out to me in any way.  Also, Sun Auto did not supposedly repair the Fuel Pump out of the goodness of their heart.  This was still under the 24 month 24K mile warranty.  By not replacing the Fuel Pump and instead they just replaced the * Ring/Fuel Tank Lock Ring, While doing this, they broke the piece that holds the gas tank/cap making the car inoperable and dangerous to operate..  Because this part is no longer available, they refuse to take responsibility and instead now they are saying I need to have the Evporative Emmissions System Pump so theycharge me more money.  The Engine light on my car is on and I need to smog before 2/15.  This is preventing from me using the car and thety either need to repair this or replace the car.  I have all the receipts.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22694482
  
  I am rejecting this response because: I am rejecting this response because:******** has not reached out to me in any way.  Also, ******** did not supposedly repair the Fuel Pump out of the goodness of their heart.  This was still under the 24 month 24K mile warranty.  By not replacing the Fuel Pump and instead they just replaced the * Ring/Fuel Tank Lock Ring, While doing this, they broke the piece that holds the gas tank/cap making the car inoperable and dangerous to operate..  Because this part is no longer available, they refuse to take responsibility and instead now they are saying I need to have the Evporative Emmissions System Pump so theycharge me more money.  The Engine light on my car is on and I need to smog before 2/15.  This is preventing from me using the car and thety either need to repair this or replace the car.  I have all the receipts.
  
  Sincerely,
  
  ***** ******
  
  

  Business Response

  Date: 01/14/2025

  To whom it may concern,

  We have spoken with ***** and told her that we are willing to try to help her one more time by providing her with a discount to replace the leak detection pump so that she can smog the vehicle. We have done nothing wrong, and this would be for customer satisfaction only. She said that she would call back. 

  Thank you, 

  Sun Auto Customer Care

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22694482
  
  I am rejecting this response because the Plastic that holds the Gas Cap was broken by them when they repaired the Fuel Pump which was indeed under warranty.  They should have replaced the fuel pump instead of order parts to repair it.  Maybe this wouldn't have happened.  On top of this, they want me to trust them with more repair work and me paying more money.  Because this part is unavailable, they don't want to take responsibility and instead want more money from me.  
  
  Sincerely,
  
  ***** ******`

• Initial Complaint

  Date:09/26/2024

  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.

  On 10/24/23 I paid $152.54 to have my rear taillights diagnosed due to electrical problems Sun Auto Services #**** decided the best way to correct the issues was to replace the entire LEFT TAILLIGHT ASSEMBLY. This did not fix my problem. When they installed the assembly, it was the wrong size and they did not even bolt it back correctly, it was just smashed into the point where it could fall out. All that needed to be done was to have the connectors replaced and seated in the original assembly correctly. It would have been better if a diagnostic were performed vs a quick temporary fix because we are closing soon fix. When asked why this was done all I received was I was not here when this was done.Again on 07/15/24 I paid $653.65 to have my brakes diagnosed due to the fact my truck was not stopping safely, the key issues were my inner brake pads being worn unevenly. Sun Auto Services #**** decided the best way to fix this situation was to replace my Brake Master Cylinder. Nothing was wrong with this portion of my brake system. My truck continues to have the same issues after this work was done. Then on 08/12/24 we took it back to the same shop with the same complaint, this is when we were told that FRONT LEFT DISC BRAKE CALIPER, FRONT RIGHT DISC BRAKE CALIPER, and REAR DRUM BRAKE WHEEL CYLINDER need to be replaced we then declined this work. After taking it to another shop we were told all the brakes are good and only the left rear brakes have uneven wear and need to be replaced after this was done the truck stops safely.

  Business Response

  Date: 10/03/2024

  To whom it may concern,  
  
  Please see attached letter. 
  
  Thank you, 
  Sun auto customer care   

• Initial Complaint

  Date:09/17/2024

  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.

  I brought my 2016 ****** Sentra in to ******** on Buffalo that would not accelerate when I pressed on the gas. After they had my car and towed it to their transmission location, I was informed that it was the transmission and given the recommendations on what needed to be done. We paid over $5200 to fix the transmission which came with a warranty. Since that date, I have taken the car back a total of 9 times with issues on the transmission! Each time I take my car back, I am out of a vehicle, missing work and money and no rental or loaner car is being provided. At this point I believe that the product sold was faulty and I requested to get a refund on what I paid since the car is STILL having transmission issues even though we paid for a new transmission. We were told they don't issue refunds because of the warranty. Unfortunately, the product they sold me has not shown to be effect and as a result, the shop has my car more than I do and it's not working. I would prefer to get a refund and use that money towards a car that works. It doesn't appear that their parts have fixed the issue and we paid. We were told that there was a leak, took it back and there was another transmission leak, then there was fluid, then there was a part that needed to be fixed in the transmission, then told something was shredded. Its a huge pain especially when we paid for it to be fixed. I am beyond frustrated and want to be in my car and feel safe when I am driving myself and my children. I have been on the freeway a few times and the car wont accelerate and this is AFTER I paid them to fix the car. Warranty or NOT, if it were fixed correctly, I wouldn't have to take my car back 9 times within 3 months. I have 8 invoices to show each time I have taken the car back and as recent as yesterday 9/16/24. I just want my money back at this point so I can get a safe and reliable car for me and my family. Its not safe warranty or not.

  Business Response

  Date: 09/27/2024

  Concerns: " I brought my 2016 ****** Sentra in to ******** on Buffalo that would not accelerate when I pressed on the gas. After they had my car and towed it to their transmission location, I was informed that it was the transmission and given the recommendations on what needed to be done. We paid over $5200 to fix the transmission which came with a warranty. Since that date, I have taken the car back a total of 9 times with issues on the transmission! Each time I take my car back, I am out of a vehicle, missing work and money and no rental or loaner car is being provided. At this point I believe that the product sold was faulty and I requested to get a refund on what I paid since the car is STILL having transmission issues even though we paid for a new transmission. We were told they don't issue refunds because of the warranty. Unfortunately, the product they sold me has not shown to be effect and as a result, the shop has my car more than I do and it's not working. I would prefer to get a refund and use that money towards a car that works. It doesn't appear that their parts have fixed the issue and we paid. We were told that there was a leak, took it back and there was another transmission leak, then there was fluid, then there was a part that needed to be fixed in the transmission, then told something was shredded. Its a huge pain especially when we paid for it to be fixed. I am beyond frustrated and want to be in my car and feel safe when I am driving myself and my children. I have been on the freeway a few times and the car wont accelerate and this is AFTER I paid them to fix the car. Warranty or NOT, if it were fixed correctly, I wouldn't have to take my car back 9 times within 3 months. I have 8 invoices to show each time I have taken the car back and as recent as yesterday 9/16/24. I just want my money back at this point so I can get a safe and reliable car for me and my family. Its not safe warranty or not..
  
  Desired Resolution by ******* ***********: Refund
  
  Response:
  Unfortunately, the customer has had multiple issues in regard to the transmission. We have offered to send it to our transmission department and replace it with a new dealer unit. ****** transmissions that are belt driven are a very common problem and the dealer now offers a newer style unit. We are willing to replace it at no charge, as stated to the customer.
  
  

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22298764
  
  I am rejecting this response because: I have taken my car back over 8 times and the amount of money and time spent and money lost has been significant. I am beyond uncomfortable with driving my vehicle with fear that the transmission will go out. This is a safety concern at this point. Each time that I've previously taken my car back with problems and concerns related to drivability and the transmission, I was assured that the issue was fixed. At this point I can't be so certain that the product sold is reliable. I say that because it has been a total of 9 times that I had to keep taking my car back with the same transmission issues after being reassured that the problem was fixed, but to no avail. I am fearful at this point that I will be in the car with my kids and God forbid the transmission goes out yet again and the results are life threatening. At this point I am still requesting a refund so that I can use that towards another reliable and safe vehicle for both me and my children. I would like for them to do what is right and handle this as if I were their wife, mother or sister. 
  
  Sincerely,
  
  Dr. ******* ***********

  Business Response

  Date: 10/04/2024

  Concerns: "I am rejecting this response because: I have taken my car back over 8 times and the amount of
  money and time spent and money lost has been significant. I am beyond uncomfortable with driving my
  vehicle with fear that the transmission will go out. This is a safety concern at this point. Each time that I've
  previously taken my car back with problems and concerns related to drivability and the transmission, I was
  assured that the issue was fixed. At this point I can't be so certain that the product sold is reliable. I say
  that because it has been a total of 9 times that I had to keep taking my car back with the same transmission
  issues after being reassured that the problem was fixed, but to no avail. I am fearful at this point that I will
  be in the car with my kids and God forbid the transmission goes out yet again and the results are life
  threatening. At this point I am still requesting a refund so that I can use that towards another reliable and
  safe vehicle for both me and my children. I would like for them to do what is right and handle this as if I
  were their wife, mother or sister."

  
  Desired Resolution by ******* ***********: Refund

  
  Response:
  The ****** brand has an issue with the *** style transmission, and it has been well documented. The
  customer has been provided with a brand-new, updated transmission that was purchased directly from
  ****** already for customer satisfaction and the vehicle no longer has a transmission issue. If the customer
  would like to bring it to any ****** dealer, we would be happy to assist if they state that the transmission
  has any issues.
  

  Customer Answer

  Date: 10/24/2024

  I have been ill and unable to respond. Can we please reopen this as I reject their response and even to this day my check engine light is STILL on. 

   

  22298764 Complaint ID

  Business Response

  Date: 10/30/2024

  Concerns: 
  "I have been ill and unable to respond. Can we please reopen this as I reject their response and even to this day my check engine light is STILL on.
  
  Desired Resolution by ******* ***********: Refund
  
  Response:
  Our stance has not changed. A factory ****** unit was provided to the customer for Customer Satisfaction. We informed the customer that we are willing to look into the check engine light. We also informed the customer that the transmission is covered by ****** since ******** purchased a dealer unit and it was new.
  
  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22298764
  
  I am rejecting this response because: There has been a significant loss with dealing with this issue. I am still to this day having issues and the check engine light remains on. Whether the light is for catalytic sensor or something else, I have repeatedly taken my vehicle to this shop to have the issues fixed and at this point the car seems unsafe and I am not convinced that the product is sufficient. I am still experience a lag of acceleration when I press the gas. The initial concern was me pressing the gas and the car was not accelerating. I was told it was issues with the transmission which then we paid to get fixed. That was all that was mentioned. Additionally, we repeatedly took the vehicle back with the same issues and warranty or not, the car was not properly working. And even today 10/30/24 the check engine light is currently on and having acceleration issues. The manager is very friendly when I take the car back, but it is about my safety as well as my childrens safety at this point. I also havent been advised on any additional issues with the vehicle other than using Cataclean to get the sensor and check engine light to go off. That has made me not be able to pass Smog for almost a month and at this point I would like to be reimbursed and use that to get a safe vehicle. 
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 11/04/2024

  Concerns:
  "I am rejecting this response because: There has been a significant loss with dealing with this issue. I am
  still to this day having issues and the check engine light remains on. Whether the light is for catalytic sensor
  or something else, I have repeatedly taken my vehicle to this shop to have the issues fixed and at this point
  the car seems unsafe and I am not convinced that the product is sufficient. I am still experience a lag of
  acceleration when I press the gas. The initial concern was me pressing the gas and the car was not
  accelerating. I was told it was issues with the transmission which then we paid to get fixed. That was all
  that was mentioned. Additionally, we repeatedly took the vehicle back with the same issues and warranty
  or not, the car was not properly working. And even today 10/30/24 the check engine light is currently on
  and having acceleration issues. The manager is very friendly when I take the car back, but it is about my
  safety as well as my childrens safety at this point. I also havent been advised on any additional issues with
  the vehicle other than using Cataclean to get the sensor and check engine light to go off. That has made
  me not be able to pass Smog for almost a month and at this point I would like to be reimbursed and use
  that to get a safe vehicle.

  
  Desired Resolution by ******* ***********: Refund
  

  Response:
  The customer initially brought the vehicle in for a transmission issue with codes for failure in the vehicle
  PCM. All issues pertaining to that issue have been fixed. ******** has replaced the rebuilt transmission
  that the customer was charged for with a new dealer unit after the original complaint. Sun Auto performed
  a diagnostic at no charge and have shown the customer that there is a clogged catalytic converter. This is
  causing the check engine light to have the code of P420 and causing the vehicle to lag

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22298764
  
  I am rejecting this response because:

  When I initially brought the car in, it was because of the check engine light and was informed it was because of the transmission at that time. Unfortunately, I am unsure if I continue to have issues with the transmission and took the vehicle in to be inspected for all issues. However, if the transmission was the only issue then the car would be fixed currently. Apparently that was not the only issue because here we are many months later with the check engine light on and still having issues with the vehicle. Again, the vehicle was brought in for all issues to be resolved and there have been too many issues at this point. As of today there hasn't been any issues with the transmission to my knowledge but I can never be certain because the check engine light continues to go on and off frequently. 
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 11/06/2024

  Concerns:
  "When I initially brought the car in, it was because of the check engine light and was informed it was because of the transmission at that time. Unfortunately, I am unsure if I continue to have issues with the transmission and took the vehicle in to be inspected for all issues. However, if the transmission was the only issue then the car would be fixed currently. Apparently that was not the only issue because here we are many months later with the check engine light on and still having issues with the vehicle. Again, the vehicle was brought in for all issues to be resolved and there have been too many issues at this point. As of today there hasn't been any issues with the transmission to my knowledge but I can never be certain because the check engine light continues to go on and off frequently.
  
  Desired Resolution by ******* ***********: Refund
  
  Response:
  Sun Autos position has not changed. We have performed repairs under the customer satisfaction policy and offered to cover the cost of a 2nd opinion from the dealer of the customer's choice. The goods and *********************** that the customer paid for have been received and the transmission is new and has no issues. We have attempted to explain that this is very common with that model of vehicle, and the customer needs another repair on their aging vehicle.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22298764
  
  I am rejecting this response because:

  Again, When I initially brought the car in, it was because of the check engine light and was informed it was because of the transmission at that time. However, if the transmission was the only issue then the car would be fixed currently. Apparently that was not the only issue because here we are many months later with the check engine light on and still having issues with the vehicle. Again, the vehicle was brought in for all issues to be resolved and there have been too many issues at this point.  I can never be certain because the check engine light continues to go on and off frequently. I think a refund is still the best solution at this point and my perspective and reality of the situation has not nor will it change.
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 11/12/2024

  Response:

  
  Our position will not be changing. The customer paid for and was presented a transmission, and the code 
  pertaining to transmission is no longer present. We have completed a Diagnostic without a charge, and 
  the customer's car requires a Catalytic converter, which is why their vehicle now has the code of a p420. 
  We will still honor any warranty that is left on the transmission repair that was completed and paid for. 
  The warranty is also good at any ****** dealer, since the unit was bought new from a dealer. We have 
  already assisted multiple times and continues to not agree with the repairs that are required on their car. 
  We have even offered to refund the diagnostic fee from any place she would like a second opinion from, 
  as the only code present in the vehicle presently is the code p420 which means the vehicle needs a new 
  converter.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22298764
  
  I am rejecting this response because:
  My opinion and initial position stands with the request for the refund. I was not aware of a fee waiver to get a second opinion. At this point, my overall safety is my priority and I cannot be too sure about what was given and done to my vehicle given the history and multiple times I had to take the vehicle back. In addition to the loss of wages and inconvenience. We are going back and forth saying the same things essentially at this point and there has been no resolve. What can be the next steps at this point. 

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

• Initial Complaint

  Date:09/10/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I attempted multiple times to make an appointment online. Their system says that they'll contact you to confirm or adjust the appointment time. They never contacted me back.So I called and they told me they'd have plenty of mechanics on hand to get my oil change done quickly in the morning. I brought my car in as advised, and was told again that it would be fast.The oil change took 3 hours and 40 minutes. When I complained and told them that I had attempted multiple times to make an appointment, they told me they don't accept appointments. At all. They told me they are strictly first come, first serve, in direct conflict with what their website had told me. They also told me that if I wanted to get an oil change, going to a mechanic wasn't a good idea--but it was their business that sent me a flyer to do just that.They did not offer me any compensation for my wasted time. They also did not provide me with a receipt or a list of services performed.

  Business Response

  Date: 09/10/2024

  To Whom It May Concern,

   We are refunding the customers oil change today and he will be in direct contact with our district manager to see if we can offer anymore assistance in the future. We are certain this will remedy this matter.

  Sincerely,

  Sun Auto Customer Care

   

  Customer Answer

  Date: 09/10/2024

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/16/2024

  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.

  The business in question, displayed negligence and fraudulent business practices. Charged me for work they did not do and refused to give me money back.

  Business Response

  Date: 08/20/2024

  Hello, 

  The part is under warranty, and were more than happy to replace it free of charge, up to the warranty limit. If the customer would prefer, we can also refund the $185 they have requested.

  Thank you, 

  Sun Auto Customer Care