Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid 100 to tow car around may 22 or so, I had called and spoke with car owners ect for several days before sending my car as I was too weak from a major surgery to go and told the shop man, I spoke with 2 men and a lady. I ASK THEM IF THEY HAD A PRINT OUT DIAGNOSTIC MACHINE, THEY BOTH SAID YES, and that it would be *****. And I would have a paper print out and my car would be finish in a few days. But that too was a lie they had my car almost 2 weeks and kept lying to me. Then he say my car would be ****** because they had to look deeper. They begin to speak rude after the 3rd day they had my car. Ans he then said he had 50 cars before me. But he said he was ready to work on my car. Which was why I sent it. They lie after they get your car and talk mean too me. After he told me the high price. I ask if he had the print out. He said yes. But when the tow truck delivered it back, TLC sent a folder with prices for an expensive motor and other repairs. But no receipt for days and to this day NO DIAGNOSTIC print out. They begin to hang up in my face. I called code compliance who said they were about to raid the shop for compliance regulations and complaints anyways, TLC left parts off my car and refused to come put them back underneath my jeep to this day they have not put the part back they took from underneath and left it laying under my hood on my motor. I could do nothing to see them in person because I'm recovering from a major surgery and had no way to get there and still weak and in pain. *** and what they did caused me to have a bad anxiety attack for days. To this day TLC have not refunded me for the service I took it there for and has been mean to me, hanging up in my face. I paid $100 to have it towed back home and they never did the diagnostic test or gave me paperwork. A week later when or so after I was tired of them lying and called code compliance they claim they had my print out ready. How is that when by then my car had been back home? So they lie

  Business Response

  Date: 07/21/2023

  Over the phone, we told ************** that the diagnosis could be as little as $50 or as much as $195.
  Here is an excerpt from the script that we use for all such phone inquiries:
  
  Testing Warning lights / Noise complaints / Steering/Suspension checkout:
  GENERAL RULE FOR MOST TESTING: IT IS IMPORTANT TO GET THE *** TO THE **** SO WE CAN GIVE ACCURATE ADVICE, SO . WE CAN DO THE 1ST ***** MINUTES FOR FREE(NOT INCLUDING TEAR-DOWN), THEN CONSULT WITH THE CUSTOMER.
  
  **Check Engine Light SEE GENERAL RULE 1st . PHONE: FREE CODE SCAN & CONSULT, THEN WELL ADVISE IF FURTHER TESTING IS NECESSARY. WOULD YOU LIKE TO COME IN THIS AFTERNOON OR TOMORROW?Full analysis runs $50 to $195 per system tested
  (UNLESS IT HAS COMPUTER COMMUNICATION U CODES, which is $150 to $575 to diag per system)
  **ABS,SRS, Traction Lights - SEE GENERAL RULE 1st , WOULD YOU LIKE TO COME IN THIS AFTERNOON OR TOMORROW?Full analysis usually $95 to $195 per item tested
  (UNLESS IT HAS COMPUTER COMMUNICATION U CODES, which is $150 to $575 to diag per system)
  **Crank,no-start PHONE: TESTING STARTS AT $50 FOR TESTING OF FUEL,SPARK, COMPUTER, ALARM, PASS KEY, TIMING, & ENGINE. WOULD YOU LIKE TO COME IN THIS AFTERNOON OR TOMORROW?$50 to $195 unless teardown is needed
  
  
  We sent a paper invoice, and 6 pages of computer scan data plus an invoice via email. We left an engine cover off on purpose, because the next person who looks into the problem will need it off, and the Jeep is not driveable anyway.
  
  When ************** called complaining that she wanted the cover back on,and to bring her another PRINTOUT, we agreed to do so. When ************** called to take care of those things, she cussed him and threatened him and wouldnt let him even talk, so we aborted the attempt to come to her house for the sake of the technicians safety.
  
  Well gladly refund the $175 diagnosis, provided that ************** never contact us again, or have any of her people do any of the unlawful things that she threatened against us.
  
  We had nothing to do with the tow.

  Customer Answer

  Date: 07/25/2023

  I am rejecting this response because:   they didn't do anything. I ask if they had a diagnostic machine that can give me a print out. They lied and didn't send me anything. So how did they get the diagnostic after I had my car told back home with parts missing out from under my car. TLC left parts and screws under my hood laying on my motor that go underneath my jeep. And they didn't even have or give me any diagnostic test paper work from no machine texting all lies. I want a refund. Then you lied to get my car. Then said you was backed up with workers out with comic. Even the code compliance told me they was about to raid TLC for doing wrong things to customers and ILLIGAL activities when I reported TLC to them. The code compliance told me TLC was on the list to be raided and searched and investigated. TLC didn't do anything just held my car almost 2 weeks. Then had an attitude once you got my car. They was nice until they got my car. Nothing TLC said was true. Just scammed me out my money. Them took parts off and laid them under my hood and refused to come put them back on. I want refund 

  Business Response

  Date: 07/25/2023

  We did everything that we promised with one exception.  We diagnosed the vehicle.  We provided the computer readouts.  We did it within the agreed upon price. 

  The only thing that we did not do was send a technician to the customer's house to install an engine splash shield.  We left the shield off on purpose, because the next mechanic will need it off to look at the engine.   We agreed to go out and install it, but the technician was cussed at and threatened when he attempted to do so.  So, in regard for the technician's safety, we aborted that attempt.  If *************** wants it installed, we can do it at our location, instead of at her house.

  Even though we have fulfilled our commitment with a diagnosis on the vehicle, we have even offered a full refund, which ************** has rejected. What more can we do than a full refund?

  OK.  Here's our final offer.  A full refund, but wait, there's more.  We'll offer to put the splash shield on at OUR location, but wait, there's more.  Since our diagnostic printouts are so valuable, we'll arrange for the US postal service to deliver not one, but 5 copies of the diagnostic readings, printed on genuine US made paper.
  

   

  Customer Answer

  Date: 07/25/2023

  I am rejecting this response because:  they have not offered me a full refund. Just had been hanging up in my face. I would like a full refund and no I won't be paying another ****** for towing as I already did. And no you didn't have the print out when my car was picked up. So who print out do you have? From what car..WHAT ELSE YOU CAN DO I STOP LYING TO THE BBB. SAME WAY YOU LIED TO ME AND LEFT PARTS OFF MY JEEP. YOU SHOULD BE RESPONSIBLE FOR PART OF THE $****** TOWING FEE.  THE **** COMPIANCE SAID HOW CAN YOU GIVE ME PAY FOR A DIAGNOSTIC MACHINE WEEKS LATER. YET DIDN'T DO IT WHEN YOU HAD MY JEEP. AND I ASK YOU DO YOU HAVE A PRINT OUT BECAUSE I WANTED ONE. WHY I SENT MY CAR IN THE FIRST PLACE AND PAID ****** TO GET IT THERE AND ****** TO GET IT BACK HOME. ONLY TO FIND PARTS OUT OF PLACE. THEN YOU ALL GET UPSET AND DIDN'T WANT TO COME PUT THE PART BACK ON MY CAR. YOU SENT MY CAR BACK WORSE THAN IT WAS BEFORE I SENT IT.  BUT WHY LIE. YOU NEVER OFFERED TO PAY ME MY MONEY BACK. KNOWING YOU DID NOTHING I SENT IT FOR. YET YOU EVEN LIE TO THE BBB ALSO. SHAME ON YOU AT TLC 

• Initial Complaint

  Date:06/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was recommended by my car warranty to fix my car. I took the car in for a misfire and overheating. The held my car for several days then call me to tell me they have to check to make sure my head gasket is still good. Days later after checking the head gasket and confirming that it was good. They told me the warrant only cover around $1400 of the labor and I have to pay the difference which is around $900. The pay difference includes the Labor and to fix the evaporative leak and computer wiring that causing the overheating because they both are causing the misfiring and overheating. I told him I can't afford to pay that at the time so he said he only going to charge me for the labor cost which is $567.36. I went to pay the difference and realize that car warranty (GWC warranty) actually paid $1860, but he still charged me for the difference. I got in the car and it was still misfiring ,overheating, and leaking oil when it was only leaking coolant so I went to my uncle who is a former auto shop owner/mechanic. He changed my spark plugs and coil pack. When he finish the car stop overheating and misfiring. I took the car back to the shop for the oil leak. The said my value cover was damaged and charged my $125 to replace it. My uncle ask why they didn't check it when they reinstalled it and the shop owner said sometimes they don't have time. The next day after driving in my car, it was leaking worse than before. Then I notice the oil was dirty and used, which shouldnt be the case. I got oil change before I took the car to the shop and they charged me for an oil changed as well. I took the car back to the shop. They told me to leave it so they can fix it. I got it back. They told me they told tap deeper threads into the top of the cylinder head (this rigging go against the engineering spec that can shorten the life of the motor and cause future damages) and seal the bolt holes with silicone sealant ( this is will make it hard to service the car later.

  Business Response

  Date: 07/10/2023

  We were working with a 3rd party extended warranty company with this repair. We informed ******************* that the warranty company was not going to pay the full cost of the head gasket repair, and got approval from ******************** that he would pay the difference before we commenced with repairs. This is notated on the invoice as well:
  
  
  ******* pays 100 deduct + *****tax +declined coverage = total $567.36
  1860.05payout from GWC
  
  
  The $567.36 was not all labor costs. $1***** of it was the deductible and sales tax that GWC requires the customer to pay. The remaining $395.59 was for parts and labor that GWC would not cover, such as the head bolts, oil filter, and gaps above amounts capped by GWC for the remainder of the parts and labor.GWC simply would not pay for the full repair. This is actually common with certain 3rd party warranty providers. We got approval from ******************** before commencing with the repair.
  
  
  The misfiring was not approved by the 3rd party warranty company nor ********************, so we did not charge anything to address the misfire. This is notated on the invoice:
  
  
  trouble codes P0300, and P0351 remain - ******* says that another shop is reponsible for taking care of the misfire. the engine will not run on all 4 cylinders until this repair is done
  
  
  We also did not repair the evaporative system, as noted on the invoice:
  
  
  GWC declined thermostat, evaporative system & ignition system diagnosis & repair. head bolts, oil filter (we cannot do the repair without head bolt and oil filter replacement).
  ******* says that the ignition system repair should be under warranty at annother shop.
  
  
  This notice from BBB is the 1st time that ******************** has mentioned anything about overheating. It seems that taking care of the misfire/ignition system also took care of the overheating. We never got authorization to repair the misfire/ignition system.
  
  
  We did take 2 attempts to solve the oil leak. The first repair was to replace the valve cover. The original had a bent channel retainer where the gasket seats. the damaged area about 2 or 3 millimeters on a part that measures about 400 millimenters by 150 millimeters. Yes, we missed it the 1st time. The repair that cured the oil leak (our 2nd attempt to cure the leak) involved a repair on the existing head so that we would not have to replace the head. This is the car's original head which has been through some stress thus the need for head gasket replacement in the first place. The alternative would have been more expense to replace the head.
  
  
  In almost 40 years repairing cars, I have never heard of anyone who would replace clean oil with dirty oil. It just seems so nonsensical. Even if someone had less than honest motives, there would be nothing to gain in doing that. We certainly would never consider doing such a thing. I would like to point out that the car was driven about **** miles between the original repair and the oil leak repair, and has had ******* miles to acquire sludge and deposits over the years. Perhaps the oil got dirty the way that it happens in most cars from normal use.
  
  
  As far as we are aware, the car problems are all resolved; it is the expense that ******************** is not happy with. We would propose to offer a refund for the $125 that we charged to repair the oil leak.