ComplaintsforShaw Auto Care, Inc.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to **** auto care for an oil leak on June 20, 2022. The issue took till the end of September to be denied. They said they would need to clean all of the oil off my car and engine in order to determine where the leak was and repair it. When I picked the car up Zachary at the desk said everything was handled. No more issues. No concerns about the oil were voiced or put in writing to me when I picked the car up. Then when the car caught fire 10 minutes down the road from the shop, I called, Zachary answered and said that he believes it was the shop's fault. He just didn’t know whether it was the part or the technician's error. But he owned it being their fault on behalf of the shop. I would be willing to bet their calls are recorded and that could be found. Also, when the car was getting extinguished, the fire department made it clear they were fighting gasoline, not oil. If they did clean my engine, which would be necessary to do the repair, they would have had to detach my fuel injectors. I believe they got hooked up wrong. Because after picking the car up, the first thing I noticed when getting on the highway 5 minutes down the road from the shop, the car would not go above 3.5 on the RPM gauge. I could floor it and the car would not go above 3.5 which would happen if my injectors were hooked up backward. I paid $500 to have a totaled car. Their insurance, Central Insurance refuses to pay, they did not inform me of the dates and places my car would be - actually refused. The agent was demeaning and rude and did not bother to get all the details and chose to only look into the part to be defective, continuously telling me to go through my insurance. He sent information to my insurance company, knowing they were not involved, and I was pursuing the issue. I was not given the opportunity to have someone there to look at the car. I would keep this in mind before having any work done. Their insurance will not accept liability even when their customer did.

  

  Business response

  11/10/2022

  This vehicle had an oil leak and was repaired by replacing the vehicles valve cover gaskets. The customer claimed to the fire dept. at the scene that we had replaced the head gasket and fuel pump, neither of which was serviced by this shop. His further claim that we had not given him anything in writing is untrue, because he received a copy of his detailed repair bill. We were informed by a fire inspector the failure was a common problem on Hyundai vehicles with that motor, the brand is currently undergoing a class action lawsuit for vehicles losing power at the throttle, and then catching fire. The customer was given multiple opportunities to view the vehicle with the fire inspector, opportunities both Mr. ***** and his insurance company declined on multiple occasions. The fire inspector concluded the fuel injectors were not the cause of the fire, which was another claim of Mr. *****. The employee Mr. ***** claimed took responsibility for the fire, had actually told him that he was going to contact the owner of the business and the insurance company so that they may begin an investigation, and conclude the cause of the fire. Our insurance company has rejected Mr. Gomes' claim, due to the investigation finding **** Auto Care Inc. not responsible.  This matter is now being handled by Central Insurance company and Mr. ******.

  Customer response

  11/14/2022

   I am rejecting this response because:
  
  The fire department report was off by one work regarding the valve cover gasket - the fire department stated that they smelled gas. The fire was not an oil fire - it was not black - the fire department noted they smelled gas. The repair done would of required the fuel lines to be disconnected, if they were not reconnected on the fuel rails right and checked it would of caused the fire. I had drove my car everyday and never had a problem, I take it for repair and within 15 minutes it is on fire. I tried to attach more documentation and it erased everything so I only supplied one picture. I have a copy of **** Auto bill and more pictures of the fire, the fire was under the hood which is where the repairs took place. Regarding the conversation that is not what was stated to me, I have no reason to make it up. I paid over $500 for a repair that cost me my car and a lot of other expenses that I would not of incurred if the repair did not cause my car to be totaled. I don't understand why this is questionable as I said I drove the car all the time and never had a hint of smoke or overheating and then I get a repair and I no longer have a car. 

  

  Business response

  11/17/2022

  We have submitted the findings of Central Ins regarding the report of Mr *****'s claim and stand by our decision that this fire was not related to any of the repairs we completed here at **** Auto Care.  He seemed to have issues soon after the purchase from Royal Family Motors, who in turn replaced an intake valve.  The report supports our decision to not satisfy Mr. *****'s request.  Again, we feel for his situation but its not related to any of the work performed here.. 

  regards,

  ***** **** 

  **** Auto Care Inc.

  Customer response

  11/18/2022

   I am rejecting this response because:

  
  

  The information is incorrect. I noticed the fire as the flames were coming in thru the front, I immediately pulled over and exited the vehicle. The damage towards the rear is due to the fire becoming out of control, never a problem till the repair, which would constitute with the findings of the hood being severely charred, and the dashboard bulkhead. The fire was not black - which if oil was involved it would of been. The issue of the fuel lines not being correctly reattached would of caused the fire and this issue was not studied, the only thing that was looked at was the oil, which again would of been black smoke. The fire department smelled gas - not oil. I feel a fireman would know if the fire originated from oil. That was not the case. Again, I had been driving this car daily and never was that an issue. The vehicle did not have a problem with acceleration till after the repair, which if the gas lines were not correctly connected would cause a problem with acceleration. And I was not given the opportunity to be at either testing and was not given the information after requesting it more than once. Central Insurance knew that my insurance company was not involved in the issue at all. The notification should of rightfully been sent to me allowing for me to be there for the testing and have my mechanic review the findings and do any testing to refute the claims made from **** Auto and Central Insurance. The insurance company was rude and did not provide requested information nor did they ever ask any questions regarding what took place. That would of been important information to review in lieu of the circumstances. Therefore the findings are only one sided. The chances of this being from anything other that the repair are very slim. The car was not having any problems with accelerating and did not have any fires before the repair, for it suddenly to happen within 15 minutes of picking my car following the repair says volumes.  I am attaching the fire department findings and hope that this will clear up the oil issue so we can move on to the problem.
  
  

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