ComplaintsforTeam 1 Suddeth Automotive, LLC.

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I uploaded messages and more info. I took vehicle to get repairs done. I have had to take my vehicle back for the same issue that was told was fixed originally. The problem was not fixed and the shop has cause more damage to my vehicle. They are telling me that I need to take it somewhere else to fix their problem and the original problem that I already paid services for. I need help. I am being taken advantage of and they are not fixing issue. After multiple times bringing it to them, I asked was there anyone to give 2nd option for the last issue that foreman said( which he said after other repairs with same system that he didn't have proper equipment to see all issues that testing was performed and payed for)...I said I wanted 2nd opinion from dealership and now they are refusing to fix the damage that they did and the original issue that I came in for and payed services for. They are crooks. Guessing on issues after testing. Temporary fixes that cause more damage to keep coming

  Business response

  10/12/2021

  Business Response /* (1000, 17, 2021/10/12) */ ***Document Attached*** The attached documents will show everything that occurred during Ms. *****'s visits with us. A 2010 Chevrolet Impala (Police Edition) was brought in with customer concern of vehicle temperature going up and the driver's side dash vents was not blowing out cold air like the passenger side. Testing, for the engine temperature going up, found that one of the engine cooling fans was not coming on (There are 2 fans), therefore the engine with not being properly cooled down. Technician noticed that someone had already ran some bypass wiring bypassing the original relays to the fans (so there was obviously a prior problem). The technician noticed that there was a short in the wiring. So, with the customer's approval, he rewired where the short was and now the cooling fans are working as they should. * Ms. ***** does not seem to understand that the cooling fans cool the engine. They are not what makes the A/C cold. * As far as the A/C, the customer's concern was that the driver's side A/C was not blowing cold (it was blowing warm). We found that the freon was low and had to add 1/2 pound. Customer brought vehicle back 4 days later. However, each time the customer brought the vehicle in for this problem, the freon level was checked and confirmed that the proper amount of freon was in the system and the driver's side A/C was blowing cold each time. Therefore, we could not diagnose something if it wasn't acting up while the vehicle was in the shop. One day, when the A/C was blowing warm (on the driver's side) the customer stopped by and stated that the driver's side A/C is blowing warm RIGHT NOW. She was asked not to turn the vehicle off, the technician washed up his hands from where he was working on another vehicle and he walked out to see the problem while it was actually happening. When he adjusted the controls on the A/C panel, the A/C started blowing cold again on the driver's side. Customer was informed that the problem is going to be in the A/C control head. However, the customer did not believe that this was the problem and she stated that she was taking it to the dealer for a second opinion. When we returned to the shop on Monday there was a text message from this customer stating that she could not drive her vehicle, there was smoke coming inside the vehicle, and none of the dash lights was working and that she needed to bring her vehicle in ASAP on Monday. The customer was reminded that she said she was going to take the vehicle to the dealer for them to have a look at it because she did not believe what we were telling her about the problem with her A/C. (If the customer did not believe what we were telling her about the A/C issue, then we did not see how we were going to be able to help her with any other issues that occurred with her vehicle) The smoking and the dash panel not lighting up was something completely different from the other issues when the vehicle was originally brought in to us. And yes, we do have all the proper equipment for testing, just like the dealer. The problem with communicating with this vehicle was not due to improper equipment it was due to the vehicle, itself, is not showing any data stream for the HVAC System. As far as the towing. We DID NOT say we were going to tow her vehicle away from here. The customer did not leave the key with us and her vehicle was sitting on the side of N. Millwood Ave. for 2 days and I only informed her that if she didn't come get it then the city would tow it away. (We had no way of moving the vehicle into the garage to get it off the road and if the city sees a vehicle sitting somewhere too long THEY will automatically tow it). So, NO we were not going to tow the vehicle and we never told the customer that we were going to tow her vehicle. Here at Team 1 Suddeth we want our customer's to be satisfied with the work that we provide for them. When a vehicle is brought to us we are going to do everything in a power (and experience) to make sure our customer is happy when they pick up their vehicle. Unfortunately, things DO happen and errors are made but if the errors happen to be OUR fault then we are more then happy to correct the problem at no cost to the customer. However, if there was something pre-existing prior to the vehicle coming to Team 1Suddeth, there WILL be charges/Fees to diagnose and make proper repairs. Business Response /* (1000, 17, 2021/10/12) */ ***Document Attached*** The attached documents will show everything that occurred during Ms. *****'s visits with us. A 2010 Chevrolet Impala (Police Edition) was brought in with customer concern of vehicle temperature going up and the driver's side dash vents was not blowing out cold air like the passenger side. Testing, for the engine temperature going up, found that one of the engine cooling fans was not coming on (There are 2 fans), therefore the engine with not being properly cooled down. Technician noticed that someone had already ran some bypass wiring bypassing the original relays to the fans (so there was obviously a prior problem). The technician noticed that there was a short in the wiring. So, with the customer's approval, he rewired where the short was and now the cooling fans are working as they should. * Ms. ***** does not seem to understand that the cooling fans cool the engine. They are not what makes the A/C cold. * As far as the A/C, the customer's concern was that the driver's side A/C was not blowing cold (it was blowing warm). We found that the freon was low and had to add 1/2 pound. Customer brought vehicle back 4 days later. However, each time the customer brought the vehicle in for this problem, the freon level was checked and confirmed that the proper amount of freon was in the system and the driver's side A/C was blowing cold each time. Therefore, we could not diagnose something if it wasn't acting up while the vehicle was in the shop. One day, when the A/C was blowing warm (on the driver's side) the customer stopped by and stated that the driver's side A/C is blowing warm RIGHT NOW. She was asked not to turn the vehicle off, the technician washed up his hands from where he was working on another vehicle and he walked out to see the problem while it was actually happening. When he adjusted the controls on the A/C panel, the A/C started blowing cold again on the driver's side. Customer was informed that the problem is going to be in the A/C control head. However, the customer did not believe that this was the problem and she stated that she was taking it to the dealer for a second opinion. When we returned to the shop on Monday there was a text message from this customer stating that she could not drive her vehicle, there was smoke coming inside the vehicle, and none of the dash lights was working and that she needed to bring her vehicle in ASAP on Monday. The customer was reminded that she said she was going to take the vehicle to the dealer for them to have a look at it because she did not believe what we were telling her about the problem with her A/C. (If the customer did not believe what we were telling her about the A/C issue, then we did not see how we were going to be able to help her with any other issues that occurred with her vehicle) The smoking and the dash panel not lighting up was something completely different from the other issues when the vehicle was originally brought in to us. And yes, we do have all the proper equipment for testing, just like the dealer. The problem with communicating with this vehicle was not due to improper equipment it was due to the vehicle, itself, is not showing any data stream for the HVAC System. As far as the towing. We DID NOT say we were going to tow her vehicle away from here. The customer did not leave the key with us and her vehicle was sitting on the side of N. Millwood Ave. for 2 days and I only informed her that if she didn't come get it then the city would tow it away. (We had no way of moving the vehicle into the garage to get it off the road and if the city sees a vehicle sitting somewhere too long THEY will automatically tow it). So, NO we were not going to tow the vehicle and we never told the customer that we were going to tow her vehicle. Here at Team 1 Suddeth we want our customer's to be satisfied with the work that we provide for them. When a vehicle is brought to us we are going to do everything in a power (and experience) to make sure our customer is happy when they pick up their vehicle. Unfortunately, things DO happen and errors are made but if the errors happen to be OUR fault then we are more then happy to correct the problem at no cost to the customer. However, if there was something pre-existing prior to the vehicle coming to Team 1Suddeth, there WILL be charges/Fees to diagnose and make proper repairs.

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