Complaints

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 2013 ****** Altima 4door 4 cylinder service for new radiator. The owner *********************** is not willing to provide me with the necessary details and documentation for this project. I have asked several times for the bill. Owner provided print out of the radiator and will not list what was done for my vehicle. He had my vehicle for over two months. I am disabled and currently on Breast Cancer treatment. It took over two months for me to get my vehicle fixed returned. Caused problems with my windshield reserve which held fluid and now it was damaged with not holding the windshield fluid. Also obtained oil leaks and *********************** stated that he will not provide me with the bill for what was serviced.

  Business response

  08/26/2024

  
  

  This was a previous client/and former employee under the old ownership.  The business was acquired under my current ownership after 4/27/2024. As I was re-structuring, ****** was stopping in the parking lot to say hello and there was a Mass Air Flow sensor the Previous ownership owed to said client. When Client came in to have this installed free of charge, a pool of antifreeze started pooling under her car while running. We took the vehicle right in on the lift to begin Diagnosis, even without full staff being in place, and found the radiator failed. We quoted at our very competitive mechanical labor rates of $89.00 per hour with the correct number of labor hours provided from our full ALLDATA package we have for invoicing and labor times based off the *** labor guides provided. The estimate before continuing was around 800$ per month including parts/labor and taxes on parts (radiator and new hose/hardware). The customer could not afford this repair. So, I presented 2 options. The option of taking it to another shop free of charge without any Diagnostic fees from my company or I would bring parts and labor costs down to as close as my business costs as possible. She wanted to see the cost of the repair at my cost before making a decision but also told me that she did not know any other mechanical shops to service her vehicle. My final breakdown for a brand new Oreilly aftermarket radiator at $175 sell price - part # CU2988 and a new Gates Thermal Pro Coolant Hose - ***** at sell price of $30.00. Total labor cost was ****** with taxes of ***** and shop supplies of 15$. No charges for coolant, we supplied all the coolant at no cost. The total cost of repair was $493.53 for this radiator. Her vehicle is a 2013 ****** ALTIMA S MODEL with ******* miles on it at the time of repair. The initial repair was done in two days when our technician was on site. The next day, he started having health issues with his heart and was out for about 6 weeks. During this time, a week after the repairs were completed , the customer stated was going into a cancer surgery and wouldn't need the vehicle for about two months. She stated to check vehicle over she thinks coolant was leaking on the ground. Customer dropped vehicle off and the 6+ weeks went by I had no mechanic still. Her surgery was completed and had no staff available to take a look at the vehicle so during this 1 last week before mechanic was back, I had my other employees picking her medicine up at the local drug store *********** and giving her rides home if she was walking.

  
  

  I hired a new Mechanic who then looked at the radiator when the customer stated that it was leaking on the ground. but it was not coolant. It is multiple major oil leaks. I have video proof of leaks. The vehicle Also has multiple other DTC's, faults in the *** and traction control.  which were always on previously to the radiator repair as well, which was an emergency repair needed to not cause major damage to a running engine. The oil leaks are the valve cover leaking; oil cooler is mixing coolant and oil in the engine; oil cooler seals need replaced or new oil cooler. Also exhaust phaser seals, never mind all the other fault codes being shown. I recommended the cost to repair this would far outreach the worth of the vehicle never mind the customer did not have funds to cover repairs. The initial radiator repair was completed in two days. During time customer dropped vehicle off during surgery was about 6-7 weeks and customer stated this is okay since they would be in the hospital/or home not cleared to drive. The work we completed was checked, which the radiator was operating as it should. This is a shock to the company and me, especially after everything we have done to go above and beyond. We are a caring and welcoming small business operating in ************ with the most competitive prices and customer satisfaction is our number one priority.

  Customer response

  08/27/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Please let it be known that the information you received from ****************** is completely false information.  Appointment was made with his mechanic at the time who he started the business with. His best friend no longer works with him and is doing his own business.  I do not know why ****************** is not telling the truth. I not only had an appointment my sister ****************************************** had one as well for my niece vehicle to be serviced as well. There was no mention of the hourly rate until the old mechanic told me about it the next day. Totally unaware of the situation.  I advised that he contact *****************. My vehicle has been serviced by **** previously as well as my mother vehicle. Please let it be known that I did tell ****************** if I would have known that I was going to get the run around I would have taken my vehicle to the ****************** who specializes in car repair. The person who fixed my radiator was *********************. He advised ***************** that he will take it apart and he will do it free of charge for me due to my situation and being mutual friends like family. I called him Uncle B because he treated me like his niece. ************** stated that he will do it for his niece and I will pay for the part. I did say no problem. The part was ordered from 1 800 radation.  It cost approximately 113. Please let it be known that this is a true statement and his friend who he opened the business with is no longer working there. I do not know what happened because I was home. If you would like for me to take a lie detection test I will be more than willing to do so. ****************** is definitely not telling the truth. 

*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. ↩