ComplaintsforBoerne Automotive

• Initial Complaint

  03/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This happen on March 9 2022. This particular business charged mi $760 way over. And the only thing they did is diagnostic and change the fuse as listed in the receipt. I ask Him about the amount why? And **************** said they did something by the harness. But, I ask Him can you show me what exactly you did and where? He refused to show me that particular thing He did. I end up paying the amount that day because I needed the car to go to work. I was off from work since March 7 the day they took my car to the shop and promised they are working on it but they did not and my car just seating by the shop garage because **************** told me they are short of staff. On my side. I just wanna be fair and honest. I dont care if He charge me for tow, diagnostic and fuse. I just want honest answer and fair price for what they did. Hopefully they will resolve this problem and give me a refund atleast half of what I paid for to be fair. I just dont want this kind of situation happen to somebody else. Please help me BBB to resolve this problem. Thank you

  Business response

  03/22/2022

  On Saturday, March 12, I received a call after hours from Customer *************************** requesting assistance with his 2012 **** Explorer. Customer informed me that he had worked on his vehicle but that it no longer started. Evidently, he attempted to fix the issue by replacing the battery but that did not fix the issue. I informed Customer that the shop was closed but that I could have the vehicle towed to our location for inspection and computer diagnosis. I offered free towing IF he lets us do the repairs.  Customer agreed and the vehicle was towed in later that day.
  
  On Monday, March 14, I began working on the vehicle and conducted a visual inspection, as well as, performed a computer diagnosis. Unfortunately, the computer diagnostic test did not reveal any common issues, e.g. battery realearn procedure.
  
  Based on these results and the statements previously provided from the Customer, i.e. that he personally worked on the truck, I determined that this was an electronically issue. Consequently, I advised the Customer that electrical diagnoses are time consuming, costly and more complex. I advised Customer that I would charge our standard hourly rate ($) plus parts. Customer approved. 
  
  Accordingly, I continued working on his vehicle by conducting numerous tests to identify the causes of the electrical technical faults. In fact, in order to pin point the problem, I had to gain access to the connector by disassembling the panel, trim, molding, and dashboards. Nonetheless, our hourly labor cost consisted of the following procedures: 
  
  1. Troubleshooting the electrical system to determine whether or not we had continuity;
  2. Determine whether a wire actually goes from point A to point B and isnt broken somewhere in between; and
  3. Check each single fuse to find out if any was blown *Note* one (1) fuse was found burnt (and replaced) that was not related or caused the no start issue. 
  
  After over ten (10) hours, we determined that there was a faulty contact with an open circuit/on one of the connectors on the body control modules. Therefore, we addressed the issue & reassembled the panel, trim, molding, and dashboards and contacted the Customer. 
  
  Customer was dissatisfied with the amount as he was unable to comprehend the ****. I explained that I was being more than fair with the price and did not charge the towing fee. 
  
  Then, Customer ask for us to show him what we did, and I explained that I would have disassembling the panel, trim, molding, and dashboards which obviously would cost more money and time and he refused. I reiterated that when I am working on his vehicle, I am unable to work on other vehicles.
  
  It appears this Customer simply does not want to pay a fair and reasonable amount for services rendered. Accordingly, we request this complaint be dismissed.
  

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