Complaints

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle here to be fixed and had to bring it back 2 more times because it wasn't fixed. on the 3rd trip he kept my car for a week and supposedly he did something different and tried to charge me another $243.00 and i never even knew about the new charges. To top it off he didn't have my key and my truck is still doing the exact same thing it was doing when i took it to him to be fixed. Please help me and thanks.

  Business response

  07/15/2024

  United Auto Repair Inc
  **** * ****** ***
  Anderson, SC 29624
  ***** ********
                                                                                                                                 7/14/2024
  
  Dear Better Business Bureau:
  
  This letter is in response to the claim made about my business on 7/5/2024, with ID of ********.
  
  In an attempt to respond to the complaint presented to you, I want to state that in my business we always try to resolve the mechanical problems of our clients' vehicles, in a way that our clients are satisfied, as this is the way our business progresses.
  
  I want to state that in this case we are willing to go to court if necessary to resolve this matter, because I believe that the client is not right in this matter for several reasons.
  
  The first is that this vehicle had been repaired more than a month ago in relation to the same problem and the client did not claim anything about the work when he initially took the car, which is an indication that the initial repair fixed the problem.
  
  Secondly, the customer took the vehicle without giving me the opportunity to explain to him the reason why the car was having that problem even though I told him that I was going to deliver it to him personally at 6 pm on Monday, July 1, because I had a medical appointment and I was going to return a little late, I wanted to personally explain to him about the parts that were changed and the reason why the part that was initially replaced was damaged, which is causing the vehicle to continue having the problem; because the secondary air pump is receiving water from somewhere causing it to be damaged.
  
  Thirdly, he had to pay for an additional part that was replaced on the vehicle.
  
  Below I explain the details of the case related to the Toyota Tundra 2010 SR5 2WD.
  
  This customer initially brought this vehicle on May 24 of this year, with the problem that it was losing acceleration and he came giving me a fault code, so I told him that I had to scan it with my scanner to correctly diagnose the problem of the vehicle; so the scanner was connected to it and it gave me the code: ***** (Secondary Air Injection System Pump Stuck off bank 2), the customer approved the work, so the part was replaced, he took it and a month later he came with the same problem, the scanner was connected again and It gave me the same code, so I concluded that maybe the part had a factory defect, so it was replaced under warranty.
  
  But the customer brought it in a third time, the scanner was reconnected and this time the scanner gave me an additional code to the one it had given me previously, so I decided to have a video recorded of the (Air Pump Check Valve) disassembly to see what was causing the damage to that part and we found that the part had some water internally, since it was tilted and water was dripping from it, so we looked for a clue that would show us from where the part was receiving water and nothing was found so we concluded that perhaps the customer had exposed the part to water in some way and that is why the part had water, so we proceeded to replace that part a third time along with the part with the additional fault code that the scanner gave me this third time ***** (Secondary Air Injection System Switching Valve Stuck Closed Bank 2), which is the air check valve; for which the client has to pay me an additional amount, I mentioned to him that he would only pay me for the part.
  
  The day of Monday, July 1st, when the client came for the car, I called him to tell him that the car was ready, but that I wanted to deliver it to him personally to explain it to him and I also asked him if he had a second key, since when the car was finished being repaired my brother was in charge of the business and on Friday, June 28th, he accidentally took the key in his pants pocket and on Monday, June 1st, we looked for it in the shop and he looked for it at his house, but it was not found, which I recognize and regret that happened, in that call I mentioned to him about the key and he told me that there was no problem and that he had another key; We had agreed that I would deliver the car to him at 6 pm, but he came before I returned and when he came he spoke to one of the mechanics and told him that he was coming for the car, so he asked him if he had already paid because he knew that an additional part had been replaced, but the client answered that he had already spoken to the owner and that he did not have to pay anything, so he took the car without paying for the additional part and without giving me the opportunity to speak with him to tell him the reason why the initial part was damaged.
  
  My brother found the key a few days later and it is currently in my shop and the client can come for it, but he must pay for the additional part that was replaced on the car.
  
  As I mentioned before, I am willing to go to court to present the case because I firmly believe that the client is not right, in this case he has the problem that water is entering the (Air Pump Check Valve).
  And that is an additional cause or problem that is causing the part to be damaged and therefore is not the responsibility of United Auto Repair Inc.
  
  If you have any questions regarding this case, please feel free to call me at: ***** ********
  
  Attentively,

   

  Edgar J. A****

  Owner of United Auto Repair Inc  

*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. ↩