Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made an appointment for my wife's car in March. The vehicle is still not fixed. We've went weeks and months with no communication. He was reluctant to return calls and made every excuse possible why the car wasn't finished. We are now in August. He still has the car. After a few thousand being payed he says he can't figure it out and says he recommends the car being towed to somewhere else. The car drove fine until It went to him for suspected easy fixes. Now we have a vehicle that isn't safe for my wife to drive to work. We have all emails and call records dealing with this situation. Any help is greatly appreciated. Thank youBusiness response
09/27/2023
- In regard to any communication, the primary manner with client was through email, as it was optimal for efficiently updating & in providing any images/pictures of our findings, vehicle issues, & service update(s). This manner was also the best as per client preference with their work schedule(s). Updates were provided when portions of service, diagnostic, & repair progressed &/or was completed. Client notified on parts orders & status for various items as ordered/received. There was over (45) collective e-mail correspondences, as well as phone conversations when required with client(s).
- After client dropped vehicle off for appointment, & upon initial vehicle start to pull the vehicle in, engine was misfiring & shaking badly with a Check Engine Light illuminated on the dash. Initial scan of vehicle electronic management showed (11) fault codes present in the Engine Control Unit (ECU). Further evaluation of engine mechanical & diagnostic on electronics, was performed based on present (ECU) codes. After evaluation, a number of key items for proper engine & electronic operation were found to be broken, incorrect, or incorrectly installed. After discussing findings with client, notification that these items were required to be addressed before we could proceed any further. At this time client approved. Client also informed us at that time that the referenced items/issues were from client servicing prior.
- Client was billed for parts, labor, & servicing, accordingly & as quoted. Initial evaluation charge was waived as client wished to carry out repairs. Client’s labor charge was also discounted in an attempt to assist with costs on the collective invoice. Parts costs for prior damaged, broken, incorrect, or incorrectly installed items that were required to be done, was the primary cost incurred making up approximately 75% of the total cost on client invoice.
- In replacing parts & servicing vehicle as discussed with client, the initially present (11) fault codes present in (ECU) was decreased to (4). Results with discussed with client further, & informed that now more in-depth diagnostic was needed (such as, but not limited to) Timing Chain Evaluation, wiring, wiring harness, & connectors, engine compression check, & further electronic data logs would be performed. Client approved on the service recommendation(s) in what would be most cost-effective attempt to resolve remaining vehicle issue(s).
- Final diagnostics carried out as per VW tech-line procedures & checks, with in-depth wiring diagram diagnostics & log data checks, including any required parts items required. Process carried out & diagnostics completed, including any related labor/time required. Vehicle was still running out of manufacturer specification(s) & generating cylinder misfire(s) despite any and all reasonable efforts. A determination of more significant cost potential to remedy vehicle issues was disclosed to client. Client was informed of the potential that Catalytic Converter Assemblies, Wiring /Electrical issue(s), and Timing Chains & Component Servicing (with vehicle having over 160,000mi) should be addressed. Due the excessive costs of servicing and significant additional labor/ time, it was offered to client (with their expressed discontent at that time) that we would be willing to incur expense to have the vehicle towed to the local VW dealership, for client to attain a second opinion &/or validation with all of our findings. Any remaining Labor Hours, Diagnostics Charges, Parts Costs, & Shop Fees at this time was not billed to client, & incurred by the business(Collectively over $1250.00) in an attempt in good faith to resolve client dissatisfaction in not fully resolving issues with vehicle. Attempt(s) were made to follow up with client inquiring if a second opinion or dealer evaluation was performed, but no further communication or response(s) have been provided by client(s) to date.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
305 Beaver St
Greensburg, PA 15601-1906
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.