ComplaintsforKCB Inc

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was brought in for a smoke test on 10/13/22 to find an emissions leak, paid $129.60 and was given the diagnosis and estimate. an appointment made for 10/24/22 for the recommended repair cost $254.40. given instructions to drive 50-100 miles before it would pass inspection. at 70 miles my car became very loud and I got an appointment through a cancellation list and brought my car in at 11:00 am on 10/28/22. I was called by the mechanic to tell me the car needed a muffler sleeve, & they would run another smoke test free of charge. They never contacted me again. The only person left was the receptionist whom I know personally who tells me about a gas leak she was previously unaware when she did the work order. There was no gas leak when i dropped my car off. Nor was I informed of a gas leak when i spoke to the mechanic prior to doing the work that day, it was written as though they were going to repair it but didn't have time. When I got within 6 feet of my car not only could you smell gas you could see where it was leaking. I looked under the car and snapped a pic of where the gas leak was & found the hose they repaired was being held on with a twisted zip tie. The same location of the fuel line leak. I left two in person messages for Scott (MGR) to call me & what the issue was. After a week I went in person to speak with Scott he didn't deny my car developed the leak while it was in their possession but said it was my problem because my car was a 2009 and the fuel line leak could be the entire line, you can visually see the precise location of the leak and my car is a 2011, he claims to have called & left a message but couldn't tell me the day or time of day he called. AT&T has record of all incoming & outgoing calls & texts & there are no calls from the business other than the one previously mentioned. Meanwhile the car sits unmoved since 10/28/22 until this is settled.

  Business response

  12/01/2022

  This 2011 ***** *** in question is very rusted/rotted underneath.  We repaired the evap line that was leaking and causing a check engine light.  We installed a rubber hose and zip tied it in place because the customer did not want the expense of the original equipment part.  The evap lines and fuel lines run next to each other and the fuel lines are in the same condition as the evap lines that were rotted and leaking.  We did not cause the fuel lines to leak, just like we did not cause the exhaust to break and the evap lines to leak from rust and rot.The customer is hard to get in touch with about needed repairs while the vehicle is in the garage.  We notated all that was needed on the invoice because communication by phone was not possible.  I feel like we did everything in our power to help this customer and the vehicle for a fair price.  

  Customer response

  12/08/2022

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  firstly the evap hose was never part of my complaint, a minor part of my complaint was the improper use of a zip tie shown in a photo i uploaded with my initial complaint.  In addition to that I was never given the option or given any kind of quote to it's cost.  I have since looked the part up and it sells for as little as $13.63 (see attached).  I false and defamatory remarks trying to make me look cheap is unprofessional. second, I am not mistaken about the calls, on 10/13/22 the manager called me about the evap leak fro ************* and that is not associated with the complaint.  The mechanic called me on 10/28/22 after 48 minutes after my scheduled appt from *************.  i have attached my phone record to back this up.  in addition to that I have the recorded message saved for each one.  I will transpose them and upload them the next time I am required to respond. third, it is important to note that the manager is not a mechanic and was not present for the duration of my car's repairs and therefore would not be able to say for absolute fact that an error was not made. and lastly I met with the manager in person at 11:30 am 11/7/22, on that day when i told him of the leak and where it was told me the leak could be the entire length of the fuel line and it wasn't possible to know for sure without the proper testing.  that is just one of the discrepancies in his statements here.  I do have proof to back this up.  Because he was so difficult to pin down and did not even try to call me back to discuss the matter I decided it would be smart to record my conversation with him.  I will ignore the condescending and dismissive way that he spoke to me as well as working on his computer screen, but what he said throughout does not match what he is saying here.  I will transcribe that as well but it is saved for anyone to hear that wants to listen.  One thing for sure is what he has said to the BBB is a complete contradiction to what he said to me and it is not possible for them both to be true.  He did not deny that the car did not have a gas leak when it arrived, just insisted they didn't cause it he also agreed that you could smell gas which cleary says there is a gas leak somewhere and he couldn't say where.   I also have a micro mechanic which diagnosis your car so I knew what was wrong before bringing it in for repair and the gross evap leak was there when the gas leak was not.  the exhaust would have been the cause of that.  The gas leak was visible to the naked eye.  I don't expect honesty out of this guy just by what i can already prove.  However his constant defamation of my character in Lew of supporting proof of anykind is bordering on a civil suit.   Regards,  **** ******* 

  Business response

  12/19/2022

  The evap line was replaced due to rust and rot.  The price of an original equipment evap line from vapor canister forward is $250.  We installed bulk hose suitable for evap vapors.  After that repair was made the customer brought it back because the check engine light came on and the exhaust was loud.  The light came on because of an evap leak.  The exhaust splitting in half is not an evap leak.  After the exhaust was repaired, we smoked the evap system and found a fuel leak.  The fuel line leak and exhaust breaking happened after we installed the evap line and before it came back in the garage.  I will not respond to anymore going forward.       

*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. ↩