ComplaintsforTilden Car Care

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car to Tilden on 04/03/2023 because it would not start. Once Tilden diagnosed the car, I was called and told of a few issues that were wrong with the vehicle. I specifically told them, that I just wanted to replace the parts that would get the car starting again. To which they agreed they could do by replacing the alternator and battery. I was told they would call me back with a price so I can approve the work. The following day, I received a call stating the work was done and my car was ready to be picked up. Never once did I receive a call with a quote or approve the work to be done. I was charged $700 for this and a few extras that I would not have approved if they were to have called me. I payed and left. The car ran for 3 days and then again was dead in my driveway. I called Tilden and they agreed to have my car towed, free of charge, to their shop. I was called later that day and told that I left my parking lights on and that the car was charged back up and ready to be picked up. I picked my car up on 04/14/2023 and was told to put 50 miles on it and bring it back so they can inspect the vehicle. As I was driving it that same day, when I would park the vehicle, the car would completely shut off by itself while in park. To which I called back and left a message as they were closed for the weekend. Monday, 04/17/2023, I received a return call at 7:45 AM stating that they were going to send a few guys to pick up the vehicle. One of the men that picked it up told me that he didnt even want to release the vehicle on Friday. But they did anyway. I received a call around 11AM from *** who now said that the charging plug-in that was plugged into my cigarette lighter was the problem now and stated an entire list of other issues. When I was explaining my concerns I was told that is ******** and that my vehicle is 20 years old. Now I am out $700 and my car is left in even worse condition than when I originally brought it in.

  Business response

  04/19/2023

  On 04/03/2003, ************** presented his vehicle for repair, oil change and state inspection. It was revealed at that by the customer that the vehicle had been sitting for quite some time. The vehicle was diagnosed with a bad battery and the subsequent codes were found stored in the engine computer : P0621- alternator failure, P0013- exhaust cam actuator solenoid ckt failure, and P0016- CKP-CMP correlation. It was recommnded to ************** that his vehicle needed a new battery, a replacement alternator and a cam position solenoid along with a quote of the cost of replacing these items. ************* approved the repairs with the exception of the exhaust cam solenoid. Repairs were completed and ************* came to pick up his vehicle on 04/07/2023. ************* was quite beligerant with the person at the counter handling the transaction, stating that he could "buy the parts at ****** for less". ************** was reminded that he had previously approved the repairs and was advised of the cost before ANY work was done as our store policy. He was also told that we use quality parts so that we can stand behind our work with confidence. ************** then paid his bill and left. On 04/10/2023, ************* called and stated his car was not starting and nastily demanded that we remove our parts and refund his money. He was told that we stand behind our work and tow it in but if he wanted a refund he would need to speak to the owner later in the week. The conversation ended at that point. ****************** wife then called to apologize for her husband and could we pick up the vehicle as she needed it back in a running state. The vehicle was towed in at our expense,  checked out and it was found with a depleted battery,it was observed that the parking lights were  left on and a bluetooth transmitter was plugged into the cigarette lighter. We then  proceeded to charge the battery and perform a compltete parasitic draw test to determine why the battery was depleted. It was then determined that the bluetooth transmitter was drawing in excess of the recommended acceptable amperage, causing the vehicle to not "go to sleep", therby killing the battery along with the parking lights being left on. *************** was called and was told if she wanted the vehicle she could come and get it, but we wanted to hold the vehicle over to verify that the battery would not go dead again. The vehicle started for the subsequent days with no issue. A few days later 04/14/2023, ************* picked up his vehicle. ************** then called the following Monday 04/17/2023 to state that his vehicle was dead again, and a mechanic was dispatched to retrieve the vehicle. Upon return to the shop, a NEW battery was installed and yet another draw test was performed. It was found with the same draw caused by the aforementioned bluetooth transmitter plugged in, killing the battery. ************** was called advising him of our findings and he proceeded to become beligerant yet again. A day later, a complaint was lodged by ************** with the BBB. We believe that we have been quite accomodating with ************** in regards to this matter as we have paid for a $77.00 tow bill incurred for the first dead battery instance and the following road service we performed that not the fault of our parts or repairs, but was in fact ****************** negligence in not removing the bluetooth transmitter from the cigarette lighter socket when parked.

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