ComplaintsforTexas Auto Tops of Austin

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date 1 - 2/9/23 Car brought in to fix leak in sunroof because of mold in the car. Were told they must give the OK before we went to the Wax Shack to get the mold cleaned Date 2 - April 2023 With rainfall, **** noticed on door. Could not resolve issue due to travel.Date 3 - 5/4/23 Car brought back to resolve this new leak. Upon pick up, we were told that what they believed happened was that when cleaning the sunroof, they blew out the hoses and they disconnected. I asked for a resolution because it was $750 to go to the Wax Shack, and we specifically needed their okay beforehand, and this issue was the direct result of their actions.Date 4 - 5/10/23 Called for the third time to find resolution only for the representative on the phone to lie and change their story and negate everything previously said. These are dishonest business dealings.

  Business response

  05/12/2023

  On the 2-10-2023 we performed a standard sunroof maintenance service on 2014 CX5. The service is $150. The service includes a review of the sunroof operation, cleaning of the sunroof track system, checking the drainage of the sunroof system, and making adjustments to the sunroof glass as needed.From our techs notes he found that sunroof was in good working order, showed signs that it has not had a sunroof maintenance preformed on it in an extended time period. He did find the drive side tube was clogged causing the sunroof drainage system to over flow when water was introduced to the system. He unclogged the tube and tested that the blockage was cleared by pouring water through the tube.He continued with the service by testing the rest of the system at all additional corners.The tech was able to state that everything was in working order and cleaned.The car was then returned to the customer and we did not hear for her until the month of April. When she contacted us we asked her to bring the vehicle back in so that we could address her issue as promptly as possible. We had he scheduled multi times and she failed to come in for us to review and take care of her complaint. On 5-4-2023 the customer was finally able to bring the vehicle back to us so we could review what was occurring. After reviewing the sunroof system again, we found that we were needing to drop the headliner and do more then what our normal sunroof maintenance entailed. We found that the tube on the driver side hose clamp was weak and allowed water to pass between the drain tube and the water outlet of the sunroof frame. We addressed the problem. See that this had occurred we dropped the rest of the headliner to make sure there was no other issue and that the rest of the tubes and drainage system was okay. We did not charge any additional fees due to just wanting to make sure the customer was taken care of. We Wish that we were able to get to her car sooner, and resolve her issue, we can only do what we can once the vehicle is brought back to us. ****************************************************************************************************** charge any more for work that was performed. We can only be responsible to a point and we did address her problem.

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