ComplaintsforAdvant Automotive

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the afternoon of Tuesday 6/25/2024, I dropped my vehicle(2016 ***** *****) off at Advant Automotive . For repairs to be done on my engine(camshaft phaser/timing belt). I was told that it was going to be looked at the next day, Wednesday 6/26/24. I hadn’t received any calls back, or any information on my vehicle by Monday 7/1/24, so I called them. I wasn’t given any information, and was told I’d get a call back. I never received any calls back, so I called again on 7/2/24 and 7/3/24. On 7/3/24 I was finally given the information I needed(after never once receiving a call back, and doing the customer service for them). Only to find out my car had just been sitting in their garage/lot the whole time. I finally get a call that my car was finished on 7/9/24. I couldn’t pick it up that day due to working late, so I picked it up the following day; 7/10/24 after work. It was raining l, and elated to finally have my car back I drove it home. The next day, on the way to work I noticed an empty grape freeze pop, a half drank ****** ****** water bottle, two grease stains on the upholstery, and a 2 inch stabbing like gash on the passenger side of my rear bumper. I called and complained about what I found on my lunch break. I came in contact with one of the co-owners Lori. She first said my car must’ve been broken into, which I was never told when picking the car up. Then she revoked those words and apologized, and put me in contact with the mechanic who did the work on my vehicle…Connor. He text me with his personal phone, asking to call him. He said that he needed the serial number on my door jam, because he was going to replace the rear bumper for free. I hadn’t heard from him, so I messaged him on Wednesday 7/17/24. He read the text, but never responded. An absolute disregard to my time and money lost not having my vehicle, and complete disrespect to my personal property .

  

  Business response

  08/09/2024

  Mr. ******** brought in his 2016 ***** **** originally for a check engine light issue. He was not charged a diagnostic fee, in which  5  hours  were spent on his concerns. Mr. ******** did call us and we repeatedly told him he needed cam shaft phasers. We were waiting for his approval to complete the work. We did complete the approved work: Intake and Exhaust variable valve timing actuators with a timing belt kit. He was also given a $200 discount on his bill. Incidentally, 4 of the days we were closed due to the Fourth of July Holiday. We were also extremely busy due to the holiday week with two people out with unexpected illness/surgery. 

  
  

  As far as the freezer wrapper, water bottle and grease marks, that is on us. We apologized profusely to  Mr. ******** and told him we would clean the grease marks. We completely agree this was unacceptable .

  
  

  As far as the gash on the bumper, I do not feel neither Mr. ******** nor Advant Automotive can say for certain where and when that took place. Our mechanics are instructed to inspect each car before and after they are driven into the shop, for scrapes, dings or dents.  Mr. ******** noticed the gash  in his work parking lot-meaning it could have happened after the vehicle left our shop. In good faith, we are going to buy him a bumper. We had found a bumper and was told it would be delivered to us in a week. I emailed and called the company, who never replied in a timely manner.  To expedite this, when I did reach them, I told them I would go to Buffalo to pick up the part. I asked for another picture of the bumper and was told it got scratched during a move. The bumper was deeply scratched and unacceptable. Pictures of the original bumper they sent me and the latest scratched bumper pictures where send to Mr. ********.  He was also told this would take time and thanked him for his patience. We have found another bumper. We just need Mr. ******** to bring the car in, so we can take a piece of the bumper to exactly match the paint color of the new one. This has been conveyed to Mr. ********, along with the pictures of the bumper.  

  
  

  I would like to think we were cognizant of Mr. ********'s time and had several conversations with him regarding this. All m all, I honestly feel there was miscommunication on both parties. We were under the impression Mr. ******** had not made the decision to approve the work and I believe he felt we did not call him.

  
  

  I am not sure why Mr. ******** is disputing $1178.00. The approved work was completed, he received a $200 discount, was not charged  $675.00 in diagnostic fees ( 5 hours at $135/hour), and he is getting a bumper. We will obviously take care of the grease marks.

  
  

  We try very hard to give exceptional customer service, this might sound corny, but true. An example of this would be when our mechanic spoke to Mr. ******** when he brought his car in to show us the gash. Most places do not allow the mechanics to ever converse with customers. Our mechanic gave Mr. ******** his personal cell number and he was the one who initially searched for a new bumper. 

  
  

  We will take full responsibility to what you deem as fair. They are always two side to every story and the above is our side.

  
  

  I can provide invoices and pictures of the bumper, if you would like.

  
  

  Thank you for you assistance with this matter.

  
  

  Laurie M***

  Advant Automotive

  C-###-###-####

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