Business ProfileforVan's Auto Service & Tire Pros

My name it's **************** took my SUV for a check engine light I paid for the diagnostic. Told me it was the timing belt. I had the work done on it. I paid over 2000 out of pocket my insurance paid the rest of the remaining balance. I took the car home next day my check engine light came back on. Took it back to the shop. They said it was a sensor. That some wire was broken of so I paid for it to be replaced. Took it back home check engine light came back on. Took it again for the 3rd time to the shop they said it was the same sensor. They keep the car a few days waiting for parts to arrive.. Ones again they said the problem was fix. Once again day later my check engine light came on again. Took it back to the shop. This time they told me that the bearings was bad. If they did the right Diagnostic that I pay for .they would of fixed it the first time. I tool my SUV running to the shop. With the check engine light on. They took my engine apart now I had to tow it to my house. With all engine parts in the back seats with oil all over my carpet and seat. I would like a refund for the money I gave to fix my SUV. Because now because of they doing the wrong diagnostic I have no car. Need for this issue to be resolved.

Hi *******. First of all, I want to tell you that we truly empathize with your situation. Car repairs aren't a fun thing to deal with, let alone when you get into major repairs like what you're dealing with. Im hoping to explain a few things to give you a better understanding of what we did and why. On your first visit, we were able to confirm timing issues with the engine, as well as a comparatively minor issue with a purge solenoid. On certain vehicles (especially those with known problems), we may actually recommend looking at an engine replacement instead of only replacing the timing parts, knowing that further issues can show up down the line. When speaking with your warranty company, they agreed with the diagnosis of the timing parts, but stated they would only consider engine replacement if there were signs of an internal failure. There was no evidence of metal shavings in the oil or on the *** solenoids, and without any other symptoms, there was no honest reason we could condemn the engine at that time. We proceeded with replacement of the timing chain and components, along with the purge solenoid. Admittedly, a couple weeks after your initial visit, the check engine light came back on, and we found an issue with the wiring that connects to that purge solenoid. We were able to replace that with a new pigtail, we replaced the purge solenoid under warranty, and that problem was resolved. The next time you brought the vehicle in, because of new fault codes stored in the system, the warranty company wanted us to perform a tear-down of the engine in order to confirm the cause. During the inspection, we found that the engine had developed major internal issues with the crank / main bearings. We once again talked to your warranty company, and recommended replacement of the engine. They stated that they would only cover part of the repairs because there was evidence the vehicle was driven for an extended period of time while this issue was going on. Per your review, if the light came back on the day following our repairs on the purge solenoid, it was about three and a half months before you brought it back to us. Even so, we tried to argue on your behalf, stating this problem could have started months ago and just finally got bad enough to start showing symptoms. However, they wouldnt concede the point, and stated the original amount is all they would cover. We understand this whole situation is very frustrating, but the vehicle was diagnosed correctly, and weve merely been working within the confines of what your warranty company was willing to do. If anything changes and were able to get a different decision from them, wed be more than happy to help in any way we can. Please feel free to reach out if you have any other questions.