ComplaintsforFindlay Auto Plus

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/16 I had car trouble and had it towed to the nearest location. I was told they'd get to my car early next week and sure enough I was called first thing Monday morning to discuss next steps with my car. Since then it has been five weeks and I don't have my car or know when it will be completed, or the final cost. While I'm able to borrow vehicles others aren't as lucky and would have spend a large amount renting a vehicle or gotten into attendance trouble with their employer. The business also has a BBB placard on their front door despite no longer being accredited.

  Business response

  04/10/2024

  [BBB Transcription via Attachment]

  Dear Sir/*****, 
  I was recently informed of the above referenced complaint against our company, Findlay Auto Plus. I have  researched the details and discussed the matter with our General Manager, *********************. Below is a summary of  the events involving this customer: 
  1. Customer brought in vehicle on 18 January 2024. It was written up for an oil leak. The customer was  informed that we would look at it the following week. 
  2. The next week we inspected the vehicle and found oil leaking between the engine and transmission.  We advised the customer that it would be at least 2 weeks before we could fit him in the schedule to  remove engine and transmission assembly in order to finish the diagnostic. At that time we already  had a heavy schedule of previously booked jobs, and based on the initial inspection it looked likely  that this repair job would be a sizeable project. 
  3. We were able to begin work on Mr. ******** vehicle on 8 February 2024, which first required  significant labor in order to properly diagnose the problem. The engine, transmission, and sub-frame  were all removed from the vehicle. The engine and transmission were separated. We found the rear  main oil seal to be leaking. The seal was pushed outward. Research and ***************** Bulletins  (TSBs) indicated a PCV issue. We removed the valve cover and intake to inspect PCV components and found ports clogged for PCV intake and V/C. We also found the exhaust manifold cracked, the  timing chain was sloppy (loose), and the water pump was seeping. 
  4. With the customers approval, we ordered parts and began repairs. We did have delays getting the  exhaust manifold from our vendor. The timing chain & water pump were addressed/repaired when  changing the exhaust manifold. The vehicle was returned to ****************** on 28 February 2024. We  have not heard from the customer directly since that date. We had no knowledge that he was  dissatisfied until we received the original AG complaint. 
  5. **************** does recall speaking with the customer several times between the initial appointment on  January 18, throughout the ensuing diagnostics and repairs, and prior to the completion of the repairs  on February 28. While **************** did not log the exact dates and times of each interaction, he does  recall updating the customer at each stage of the process. 
  6. With regard to the customers complaint about the *** discount, we are in fact a *** Approved Auto  Repair location for this area. As such, customers are *********** a 10% discount on labor, up to a $50  maximum. I am enclosing a picture of the sign hanging in our lobby which describes that discount.  However, in the case of ******************, this customer never indicated that he was a *** member, nor  asked for the discount.
  Findlay Auto Plus | ************ | Findlay ** ***** | ************** | ******************************* 
  I would now like to respond to the specific complaints mentioned in Mr. ******** email to you on 27 March  2024. 
  Complaint was entered as it took Findlay Auto Plus six weeks, time I didn't have my vehicle  and had to make other arrangements, as well as poor communication and the high costs. 
  1. it took Findlay Auto Plus six weeks: As described above, after the initial inspection, the vehicle  came in on 18 January 2024, and we informed the customer that it would be at least 2 weeks before  we could get it in for full diagnostic. It turned out to be 3 weeks before that diagnostic could begin on  8 February, and we communicated with the customer along the way. From that point, we worked  diligently to complete the diagnostic, communicated the results with the customer, received  approval to order the parts and perform the labor, and completed that work as quickly as possible. From diagnostic to repair, the work was completed in just under 3 weeks, which is not unreasonable  considering the size of the project and time waiting for parts from our vendors. 
  2. time I didn't have my vehicle and had to make other arrangements: this is simply an  unavoidable part of auto repairs. We performed the work as quickly as possible. 
  3. poor communication: I must disagree with the customer on this point. **************** informs me that  he did in fact communicate with the customer several times throughout the process regarding  scheduling, diagnostics, and approvals for work to be performed. 
  4. high costs: I must again disagree with the customer. Our rates are very competitive for our area,  and we often receive compliments for being below typical market pricing. 
  I am, of course, saddened to hear that this customer had a poor experience with our shop. We strive for high  customer satisfaction on every service order, and we do our best to be responsive to any complaints we  receive. In this case, ****************** claims he had a check engine light come on subsequent to his appointment  with us, yet he never reached out to us. I find this perplexing. If we had been notified of this, we certainly  would have brought the vehicle in for diagnostics, and if the new issue was in any way linked to faulty service,  we would have performed that work under warranty. Unfortunately, we were never offered that opportunity.  We only learned about it once he filed his complaint with your office. I sincerely wish we had been afforded  the chance to address the customers concerns, but at this point, we have no way of evaluating the issue to  determine if we had any fault. Based on the invoice from Ash Auto, it appears to have been a new and  unrelated issue to the work we previously performed. 
  Please do not hesitate to contact me with any questions. 
  Respectfully, 
  ****************** Cooper 
  

  
  

  Customer response

  04/10/2024

   
  Complaint: 21321471
  
  I am rejecting this response because:

  While I was initially informed my vehicle would be looked at early next from the date I dropped it off and I was called the following morning, for the next three weeks I didn't receive any calls or updates unless I was the one making the contact. Several calls and a voicemail went unanswered. On either February 7th or 12th based on my call history I did receive an apology from the tech stating he had called off sick and would get started on it soon; appreciate the apology. By February 15th after some time on hold I voiced my frustration stating it had been 3 weeks and I didn't know date of completion and requested a discount. After this I began to go into the business and was told various dates such as in 2 days, next week, tomorrow, tomorrow again, etc. In the past when I was without a vehicle for a week or more different garages covered a rental car for me, but this wasn't offered and I failed to think to ask. I also forgot the *** discount, that is also on me. At last check the business still had BBB signage up, has this been removed or renewed with the BBB? I was told the BBB would send a letter about that.

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

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