Complaints

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car to todays automotive in Salem ** for repair on approximately Oct 27th 2022. It was determined that the car needed a new water pump. The car sat at the store for over 2 weeks. When i enquired as to progress I was told they had made a mistake and sent the parts back. and they had to order special tools in order to work on the car hence the delay. To fit the water pump to the car it is necessary to remove the front panel. The garage called me to say there was a problem would I come down. I discovered the front panel in several pieces and broken, they said the panel was glued, however I have had this panel removed for work in the past with no resulting damage. It appeared that the panel had been dropped to sustain such damage, It is a plastic panel.They suggested they put the car back together and I take it somewhere else. When I picked up the car the pump was in its box and in the car. The 2 rear windows were down and leaves had got inside the car as it was left sitting under a tree. I now have large holes in front panel the car looks like it has been crashed, I have never received such bad service from any workshop I now have a damaged car that will require a new front panel that costs over $600 plus the problem of finding another shop that can fit the water pump.

  Business response

  12/12/2022

  ********************** brought his VW Phaeton to ****************** LLC for service in October 2022.  The complaint lists Todays Automotive but Rocket Auto is the business now operating at that location. ********************** apparently used Todays ************* services in the past. Rocket Auto took over the space at *************** on September 1, 2022. Rocket Auto is in the location previously used by Todays Automotive but is a separate business.

  We diagnosed a running issue (ignition coils, spark plugs,mass air flow sensors) and a leaking water pump. For leak diagnosis, we had to remove part of the timing cover, accessed through the top of the engine compartment behind the radiator. The bumper cover was not removed at this point. ********************** gave verbal authorization for the repair and indicated Todays Automotive previously replaced the water pump 10/2021. Rocket Auto is a NAPA ************************ as was Todays Automotive. NAPA ********* centers offer a 2 year/24,000-mile nationwide warranty on many services. Warranty work can be performed at any ********* Center. Due to this, Rocket Auto would have been able to get warranty coverage through NAPA for ********************** for the water pump repair. This was not an internal warranty offered by ******************.

  It was relayed to ********************** special tools specific to his vehicle including a Camshaft Sprocket Puller, Camshaft Holder, Pulley Tightener,and Belt Tensioner Lock Pin would have to be ordered, which would take a couple of weeks for delivery. The period for repair on vehicle was stated upfront as multiple weeks, as there would be wait time for tools, parts, and technician availability. ********************** proceeded to call every few days expecting this time frame to change. The vehicle was not disabled during this wait and was parked outside. He was informed on multiple occasions he was able to take the vehicle elsewhere if our schedule did not fit his.

  After receiving all the required tools and parts we brought the vehicle in for service. Upon removing the top pins for the bumper 2 technicians began to slide off the bumper cover. Old broken plastic pieces immediately began to fall from behind the cover and onto the ground. Multiple plastic pieces fell from both the bumper cover and off the vehicle itself. The holding tabs were broken and there was extensive damage on the passenger side. There was a crack across the top of the cover which expanded upon moving. With the discoloration of the plastic, broken pieces, and old glue present it is clear damage had been done previously. Moving the cover compounded this and caused cracks to spread out. Once the cover was unhooked, it could not be reused properly. The bumper cover was not dropped.

  At this point we called ********************** and asked him to come in to see his car. Due to the marred state of the vehicle, there was discussion about uncertainty over what else may have been previously damaged deeper inside. After pointing out multiple instances of broken pieces, old glued pieces both on and off the car, the broken core support, and broken, rusted bolts on the bottom of the skid plate ********************** decided for us not to dig deeper or continue to replace the water pump. Rocket Auto is not a body repair facility and we relayed to ********************** his best option would be to take the vehicle to VW or a body/collision repair facility due to the extensive damage caused previously.

  ********************** asked to be given the new water pump kit to give to someone who was interested in purchasing the vehicle. In addition to the broken and unusable pieces, we placed the new boxed water pump kit in the vehicle for him, even though we paid for it out of pocket and will not get a warranty from NAPA since we do not have the original part to turn in and this was not a Rocket Auto warranty, but one through NAPA *********. Parties agreed for us to reattach and secure the cover back on as best as possible, but it is made of brittle, old, already damaged plastic. Moving caused cracks to deepen/spread, and vibration from driving down the road will expectedly cause more breakage. ********************** drove the vehicle away from our shop. Damage to the front bumper cover will continue to progress, the cover will continue to crack, and pieces will break off until the damage to the core support is repaired and cover is replaced.

  We are sympathetic to the situation with bumper cover, but this damage was not a result of our service. We had the misfortune of being the next repair facility to touch the vehicle and to discover the problem. Any removal or shifting of the bumper cover would have resulted in this outcome, regardless of who was servicing it. The cover and vehicle were damaged previously, and the cover incorrectly reinstalled with glue and over tightened bolts.
  It is possible that the vehicle windows were rolled down.********************** did not provide pictures and the technicians do not remember. ********************* did not complain before filing the complaint. Windows are rolled down while repair work is done to protect the windows from the risk of accidental damage in the shop and to prevent accidentally being locked out. It is a routine and preventative measure.

  We provided, for free, the specialized water pump/timing belt kit so that ********************** could have those parts replaced. Rocket Auto spent $394.19 on those parts out of its own pocket and provided them for free.Furthermore, Rocket Auto spent $380.26 on the specialized tools that were required for the repair and which ********************** approved ahead of time. In total, Rocket Auto spent $774.45 for the materials and did not charge for any labor for the diagnostic work that it completed. In other words, Rocket Auto provided a considerable amount of free labor to **********************.
  

  ********************** did not reach out to Rocket Auto and ask for any compensation to resolve this matter prior to filing the complaint. He did not reach out to us at all after picking up the vehicle and did not give Rocket Auto the opportunity to resolve this informally before filing the complaint.  He did not voice concerns while picking up the vehicle.

  
  Again, Rocket Auto is sympathetic to ********************** and this situation. However, damage to his vehicle was pre-existing and behind a cover where it was not readily seen. Contrary to Mr. ********** allegations, the evidence of prior gluing due to preexisting damage is patently obvious as shown by photos. Photos of the vehicle and explanations are attached.
  
  
  1.Bracket for headlight washer broken. Attached with old glue.
  2.Break on washer fluid bracket.
  3.Break on washer fluid bracket.
  4.View driver side radiator core support/headlight washer fluid spray nozzle for reference.
  5.Passenger headlight washer fluid spray nozzle should be up and attached at #6
  6.Radiator core support broken should go across to #7.
  7.Broken piece of radiator core support still attached to vehicle old glue present where someone tried to reattach core support previously.
  8.Old glue on broken piece of headlight washer fluid reservoir.
  9.Bolt radiator core support should be attached to. Incorrect washer installed.
  10.Top of core support broken and previously glued
  11.Driver side top of bumper cover. Mount to top of core support broken and previously glued.
  12.Driver side core support broken.
  13.Bottom passenger side of bumper cover about 2 left of fog light basel broken off and reattached with old glue.
  14.Parts of radiator core support.
  15.Bracket for headlight washer should be part of the core support.
  a. Piece from core support
  b. Holds in headlight washer
  c. Various broken pieces
  16.Various broken pieces from core support. Pieces fell from vehicle after removing bolts and beginning to pull out bumper cover. Old glue present.
  17.Bumper cover passenger side
  a. Previously broken and glued
  b. Previously broken and glued
  c. Previously broken and glued
  d. Various broken pieces rear of bumper cover
  18.Passenger side bumper cover
  a. Old crack. Dirt and age discoloration present.Cracking spread more when moved.
  b. Mounting bolt hold broken and cracked around.
  19. Air conditioning condenser showing signs of leak.

  Parts/Tools receipts and additional photos showing listed previous damage are available but exceeded the allowed attachments for this online response.  I will gladly provide the additional information if there is another way to do so.  Additionally, our contact email is *************************.  

  Customer response

  12/14/2022

   
  Complaint: 18413965
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Thank you for your response to my complaint to rocket auto as I note the business is now called. I should say right away the pix in the attachment of the damaged panel were not there when i took the car to this facility but are rather a result of their removal of the panel. I further state that at no time was i told that the repair would take several weeks! I was told that special tools would be required, however i was also told that parts had been ordered but mistakenly sent back. I wish to state in the strongest terms i did NOT repeatably call the ********* called twice in the 2-week period that the car was there. In fact, I asked if they would keep me informed of progress but never once did I receive one.

  I read with interest the response form rocket auto, with regard to parts falling out from behind the panel, this does not explain how the front panel was severely damaged in its removal or how the large cracks and holes that are now in the panel occurred. there is a requirement of due care surely.

  Rocket auto did supply the water pump without charge. But they did not suggest taking the car elsewhere until I went to collect it. They showed me one component that they said had glue on it to me this looked like sealer. Again, I thank you for your help in this matter. 

   

   

  Business response

  01/10/2023

  The structure and integrity of the bumper cover was compromised and damaged before Mr. ********** vehicle ever came to our shop.  Cracks and damage were present on the front of and behind the cover.  Photo 18 notations demonstrate previous cracking on the front with road dirt and grime present inside the crack.  Cracking started weeks, if not months before. The cover was starting to come apart previously.  The severity of already present damage was clear at the beginning of disassembly. The cover was no longer a useable part,and the front of the vehicle must be repaired before any bumper cover can be installed correctly.

  Many of the pieces that fell out from behind once the holding tabs were released are vital parts which provide stability for the bumper cover, and some were off the cover itself.  If you have ever handled old, brittle plastic that already has cracking its easy to understand how releasing the holding pins and removing that pressure of glued-in pieces and/or broken pieces would allow the plastic to continue to fracture, causing the cover to disintegrate. Every movement no matter how small, and any vibration will act as a catalyst for damage. 

  I understand the bumper cover now looks worse on the outside over what it did when the vehicle came in.  This is due to the damage behind which spread out the rest of the way.  The cover was not mishandled.  It was released, slid forward by two technicians, and set on the ground.  It was not dropped, pulled, twisted, yanked or anything of the sort.  It was old, cracked, brittle, and previously damaged.  ********************** was shown in person where the holding tabs were broken and had old, yellow, cracked glue. He was shown multiple sites of broken pieces including the previously broken core support (which the cover attaches to) and other previously broken items both on and off the cover.   He asked for the cover to be reinstalled even with the proper holding brackets and supports not present, and at one point asked for the cover to be tied on to secure it for driving. We put a good deal of time and effort into getting the cover attached enough so it was safe to drive.This was no easy task due to the brittleness of the old plastic.

  Although ****************** denies any wrongdoing and already provided free parts and services to **********************, Rocket Auto also offered ********************** $600.00 to settle this matter. There has been no response. Rocket Auto feels that it has gone above and beyond for this customer.

  Customer response

  01/18/2023

   
  Complaint: 18413965
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  In the rebuttal from Rocket Auto with regard to my complaint they state that they have offered me $600 as compensation. However, I have not received this offer from them, either by email surface mail or phone contact and have no knowledge of it. I have tried to contact them by phone but received no reply. If in fact, they have made this offer I have yet to hear of it.

  I am somewhat confused by the pics they have sent you. As file No **** merely shows road dirt ingress where the front cover meets the top cover a natural occurrence from driving the car. It is as installed by the factory. Please note however the large crack that appeared AFTER they removed the cover.

  file **** shows the large hole made when cover was removed by the garage, it is important to know that this did not exist prior to their handling of the cover. Please note their attempt to glue broken pieces back together.

  I maintain that when one takes a car to a repair facility a degree of care is expected, if in fact it was noted during operations that the cover was indeed proving difficult to remove and was compromised surely. it would be sensible to stop before causing major damage and inform the client. 

  If Rocket Auto does contact me with regard to a $600 offer, I am prepared to consider this.  

  Thank you for your attention and efforts on my behalf.

  kind regards

  ****************************

   

   

  Business response

  02/23/2023

  The matter was resolved on February 1st 2023, with ********************** accepting via check the $600 offer for damage he alleges Rocket Auto caused to his vehicle.  Additionally a settlement agreement with  release of liability was signed by both parties.  ********************** received a printed copy of the agreement at that time, and the check has been cashed.  
  
  
  **********************************
  Rocket Auto Repair
  ************

  Customer response

  02/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

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