ComplaintsforGerman Auto Center

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter brought her car to German Auto Center to have it repaired because it was overheating. She was given a list of repairs needed. We chose only to address the overheating because the other issues could be resolved later. The car was at the repair shop for approximately a week. The repair costed approximately $1500. I paid this and brought the car home. Less than a week later, the car began overheating again. I called German Auto Center to discuss what could be done to resolve the issue. A week passed by and I did not hear back from them; so I called them again. I spoke with someone named ***** or *******. He told me if I brought the car back to them, then German Auto Center would be able to fix the problem. I told him I could have the car towed to their repair facility but I had no way of picking up the car from them. ***** or ******* reassured me that the car would be returned to me. I had the car towed to German Auto Center on September 4, 2023. Three to four days passed and I did not hear from the repair facility; so I called them. I was told they were unable to resolve the issue with the car overheating and I could pick up the car. I told ***** or ******* that I am not able to pick up the car from them and need them to return the car to me. I was told he would talk with someone and call me back. Two weeks passed and I did not get a return phone call; so I called them today, Monday, October 9, 2023. I spoke with ***** and she told me German Auto Center does not return cars to customers. I told ***** I have no way of picking up the car and that I was told the car would be returned to me. ***** then told me I am not being billed for anything and the car would be kept until I pick it up. I asked what kind of deadline or time limit would be placed on me and ***** said, "I'll give you two weeks." I informed ***** that my work hours are the same as German Auto Center's business hours and she told me that we could arrange for after hours pick up.

  Business response

  10/11/2023

  I promptly addressed ******'s complaint promptly upon receipt.As indicated her initial transaction began with an overheating issue in her vehicle. Her daughter, ***, initially brought in the car and served as our primary contact throughout the repair process. While our service advisor made diligent attempts to communicate with ***, we encountered difficulties in receiving timely responses.
  

  Our skilled technician conducted a thorough pressure test of the coolant system, revealing a leak in the water pump/thermostat assembly. We promptly informed *** about this discovery and provided an estimate for the repair, which she authorized. The repair was carried out successfully, payment was made, and the vehicle was picked up.
  

  Approximately a week later, customer contacted us indicating a recurrence of the coolant/overheat issue, prompting her to have the vehicle towed back to our shop. However, **************'s subsequent pressure test found no evidence of leaks, and multiple test drives failed to replicate the problem. During these test drives, ************** noted an unusual increase in timing chain noise, which was not present before.
  

  In response to this new issue, ************** conducted a comprehensive diagnostic and determined that the timing chain specifications were outside the normal range, necessitating a separate repair. We promptly informed ****** of this additional issue and provided a cost estimate. However,she decided to decline this repair.
  

  Concerned for the safety of the vehicle in its current condition, we advised ****** against further driving to prevent potential engine damage. We reiterated our commitment to quality by offering a 12-month/12,000-mile warranty on the prior repair. Despite our evidence supporting the effectiveness of the initial repair, ****** remained adamant about seeking a refund, which we had to decline.
  

  In response to ******'s request for an after-hours pickup,we agreed to accommodate her on Saturday, October 14th, 2023. Our commitment to resolving this matter fairly, in line with transparent business practices,remains unwavering.

  Customer response

  10/15/2023

  Complaint: 20714616
  
  I am rejecting this response because: the issue that I initially paid for has not been resolved.

  My daughter said the car is still running hotter than normal and I believe that is the case. It may be that the car is hotter than normal but not going into the "red" zone but I am not sure if this has been evaluated. When I brought the car to German Auto Center for repairs, I only wanted to have repairs done to stop the car from overheating and instead my daughter came back to me with a laundry list of other repairs that were not related to the problem we wanted corrected. I paid for the repair but I believe there may have been a misdiagnosis or some guess work involved. My daughter also informed me that the cup holder was broken by someone with the repair facility but I chose to ignore that and focus on the maintenance of the vehicle.

  When I had the car towed back to German Auto Center, I encountered difficulty in speaking with the repair person in a timely manner. It could be due to my taxing work schedule, my daughter's school schedule, the repair facility's schedule or a combination of these factors. However, the car was not returned to me as it was promised on two occasions. I made arrangements to pick up the car on Saturday, October 14, 2023 and followed through the plans; but when I arrived yesterday, the car was not outside of the gate as promised nor were the keys left with Discount Tire next door. In order to get to German Auto Center yesterday, I had to take a Lyft ride to the facility because I cannot drive my car to pick up my daughter's car and drive home two cars at once. ***** at Discount Tire was kind enough to call ****** for me and ask about the situation but he was not able to reach him. I waited for ****** minutes and got no response from anyone with German Auto Center. Furthermore, I had to take an additional Lyft ride home to return home and prepare to go to my second job. 

  Because the car is still not in my possession nor my daughter's but still with German Auto Center, this matter has not been resolved. I am unhappy and totally dissatisfied with the service I have received; therefore, my complaint and initial request still stands. 
  
  Regards,
  *****************************

  Business response

  12/12/2023

  Upon its return, our team reevaluated the vehicle, conducting another drive and pressure testing the system. No overheating issues were observed. However, we limited further driving upon discovering that the timing chain was out of specifications, necessitating replacement.
  

  Regarding the reported cupholder breakage, this is the first I've learned of it. To assist in addressing this matter, could you please provide additional details and share pictures? This will allow me to investigate with my team.
  

  I take full responsibility for overlooking the arrangement to park the vehicle outside and provide Discount Tire with the keys. It was an oversight on my part, and I sincerely apologize for any inconvenience caused. I acknowledge that neither myself nor my team received any calls from Discount Tire, possibly due to them contacting our office number.
  To remedy this situation, I offered to personally drive the vehicle to you. However, you opted to proceed with picking up the vehicle yourself, and the pickup was successfully completed. The vehicle is no longer in our possession.
  Thank you for your understanding.
  

  Best regards,

  ***********************

  Owner, German Auto Center

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