ComplaintsforTorbett's Automotive

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle there because it was stalling out while driving. I was contacted by the business two days later, and they told me about several issues, that had nothing to do with why my vehicle was there for. They said that they would have to drive it, and try to see what it was doing to me. They said that they drove it 2-3 times, and it never stalled out on them. They did no work whatsoever on my vehicle. I picked it up after paying $171.57, and no more than 300 yards up the highway, it stalled out and quit. I do not believe that they drove or tested the vehicle, if they did then their not being honest about what happened. I don’t mind paying them some money, but I want $100 refunded to me.

  Business response

  01/05/2023

  11-28-2022 CUSTOMER STATES VEHICLE WILL DIE GOING DOWN THE ROAD AND TAKES 30 MINS FOR IT TO START BACK.
  VEHICLE SITTING AND RUNNING IN BAY HAS NOT DIED.
  
  WATER PUMP IS MAKING LOUD NOISE AND LEAKING. WATER PUMP IS TIMING BELT DRIVEN. THE ENGINE WILL BE DAMAGED IF/WHEN THIS COMES APART.
  ONLY 1 MOTOR MOUNT (FRONT) HOLDING ENGINE. OTHER MOUNTS ARE BROKEN. THIS IS CAUSING ENGINE TO MOVE DRASTICALLY. CV JOINTS/HALF SHAFTS ARE VERY BAD.
  
  IT IS NOT RECOMMENDED WE TEST DRIVE THIS VEHICLE UNTIL ISSUES ARE RESOLVED.
  CAN NOT DUPLICATE CUSTOMERS COMPLAINT UNTIL CAN TEST DRIVE VEHICLE.
  
  CUSTOMER IS AWARE OF THE POSSIBLE DAMAGE THAT CAN OCCUR WHILE DRIVING. CUSTOMER CAN NOT AFFORD WATER PUMP/TIMING BELT REPLACEMENT BUT WANTS THE DIEING WHILE DRIVING LOOKED AT. CUSTOMER SAID TO DRIVE IT AND UNDERSTANDS THE POSSIBLE DAMAGE THAT CAN OCCUR. SPOKE TO CUSTOMER AT 12:05 PM ON 11-29-2022
  
  
  11-30-22 TEST DROVE FOR 2 HOURS   AROUND 100 MILES
  AND VEHICLE DID NOT DIE.
  CHECK ENGINE LIGHT CAME ON, CODE P0431,P0421
  RECOMMEND REPLACE CATALYTIC CONVERTER 
  
  *THIS WOULD NOT CAUSE IT TO DIE.
  CUSTOMER ONLY WANTS THE VEHICLE DIEING ISSUE ADDRESSED. 
  
  12-1-2022 TEST DROVE AROUND 48 MILES, VEHICLE HAS NOT DIED OR ACTED IN AWAY WAY OF COMPLAINT CUSTOMER HAD.
  
  WE HAVE SPENT SEVERAL HOURS ON THIS VEHICLE WITH NO SYMPTOM CUSTOMER IS SAYING HAPPENS. AT THIS POINT CUSTOMER NEEDS TO DRIVE AND WHEN HAPPENS AGAIN CAN BRING BACK

   

  THIS WAS ON THE CUSTOMERS TICKET. 1HR OF LABOR (EVEN THOUGH WE HAD SEVERAL HOURS IN JUST DRIVING IT)

  GAS FOR $25 AND COOLANT FOR $16.99

   

  * MILEAGE RECORDED IN 222032 AND MILEAGE RECORDED OUT WAS 222161.*

  IF WHEN THE CUSTOMER LEFT AND IT "STALLED" 300 YARDS FROM THE SHOP WHY DIDN'T HE CALL FOR HELP, WE ALWAYS TRY TO HELP IN ANY WAY WE CAN. 

  AND YES WE TOLD THE CUSTOMER OF SEVERAL ISSUES THE 2004 KIA SEDONA HAD, IN ONLY TO HELP HIM UNDERSTAND THE DAMAGE THAT COULD HAPPEN WHEN THE WATER PUMP LOCKS UP. 

  Customer response

  01/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I simply don’t believe them! There is no way they drove that many miles, and let the vehicle run while setting, the vehicle would have stalled. Every time I drove it, it would stall, it stalled as soon as I picked it up from them, and they are saying, that it never stalled while they had it. They should have been able to test the vehicle with a machine, and not driving it. I told them the issue, and that was all that I wanted fixed, they are lying about what was or not done.
  Sincerely,
  
  ****** *******

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