Complaints

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 13 June, my 2008 ****** Highlander got three lights(Power Steering Warning, Brake Warning, and ***). Power steering was disabled, but the brakes worked. I got it off the highway and parked. Once I got a ride home, I grabbed my OBD-II code reader and went back to it. It was a pass with zero codes. I arranged to have it towed to Veteran Auto Repair that afternoon. On 14 June, they called and told me that the *** codes(which my reader does not read) were due to low battery voltage. They load tested the battery and it failed. She also told me that I had a number three misfire and needed coils and plugs. The quote was $1000+. I said I would pay the diagnostic fee and take the vehicle home. A few minutes later, another employee called and said I truly only needed one coil and that would save me $200. I paid the diagnostic fee and replaced the battery myself.My code reader is a quality one, but I did not opt to purchase one that reads *** codes. It will(and would have) read a P303 for a number three misfire. I use repair shops because I don't always have time to do it myself.Be very cautious using this business. They seem to try to sell repairs that are not necessary. I will no longer be using them due to trust issues.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Veterans Auto Repair the first week of December 2022 , December 19, 2022 I paid ******* to Veterans Auto Repair, when I received my car it wasn't fixed , the repair wasn't completed and car broke down and Veterans took it to ****** , ****** could not work on it because Veterans Auto Repair had already tried to program ECU so ****** couldn't touch it , this happened before Christmas, so knowing my car had been taken to ****** I hadn't heard from them so I went to ****** after New Years Veterans had picked up my car without me knowing and took it back to there shop , where once again they were able to get it running so once again they called me my car was ready went to pick it up the next day car wasn't working so I took it back the next time I spoke with Veterans without my consent they took it to *************** **** 38th. St. So I finally get a hold of them and they charge me another ****** for repairs Veterans failed to do , on 01-19-2023 *************** 2 called me and said my car was ready so I went and paid took it home , *****- 2023 I took our son to school on the way to school the car started fouling up and smoking almost catching fire because once again work wasn't done correctly so now it's at the Import 2 Shop and these two companies are trying to get me to pay to do it all over again charging another ******* to fix there mistakes , I've been lied to , deceived and now they are trying to give me the run around , I just want my car fixed I am losing money because I can't work my full hours because I'm having to do all the driving , I'm still paying for this car through ********** and full coverage insurance,

  Business response

  01/30/2023

  **************** has brought his car to VAR for repair and it was repaired. It Originally came in with a melted ignition coil. It was determined through diagnosis that this ECU driver was shorted to ground internal to the **** **************** approved these repairs and picked up the vehicle and was driving it around without issue. However **************** had informed VAR of an issue with the A/C and radio and was advised it would have to be taken beforehand to another shop for that issue to be repaired in which *************** agreed. VAR cannot and will not accept responsibility for another shops work. **************** authorized work at another shop and paid for that work at another shop. *************** has spoken with me on the phone was advised to bring the vehicle in with any warranty concerns. *************** decided rather than try and work with any shop to find a solution to any issue he would rather file erroneous complaints. And speak of deception on the phone when I have only tried to remedy this situation. I cannot warranty anything that will not be brought in for diagnosis to determine if it is covered or not. No refund will be issued nor considered. If *************** would like any warranty work to be performed he will have to bring his vehicle to the shop like a normal customer, and quit thinking that he is somehow special. His vehicle has issues apparently and that cost money if he afford the repairs I would advise to sell the vehicle.

  Customer response

  01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Veterans Auto Shop never fixed the car , the car broke down not even with an hours use and then car was picked up where it broke down , his response was to take it to ****** , the reason was because he originally had someone come in and program **************** module and he couldn't do it but he did send me the car back without being road ready ,the week before Christmas they went and picked up car from ****** , I didn't know this till going the day after new year's that veterans had picked up my car , how disappointed I was to know ****** couldn't do the work because it was already programmed and they couldn't be responsible, well once again after that Veterans sent me the car back and once again it had all the previous issues it was at this point that HE took car to Imports 2 and this time my car starts burning because once again the same issue I paid for the first time has caught on fire and they want me to pay for the same thing I've paid for already , the issue isn't about money , the issue I have with him knowing my car wasn't road ready but still let it go and endangering my family and those around me , all he had to say was I can't do it but he happily took my money , as you can see he couldn't do the work all I need is for him to pay for a ECU since I really put the blame on him because he was the one trying to find someone to bail him out leaving me paying for a car and full coverage , the car was running fine but after catching fire it may not be the same so you see this is just getting started and no he can't touch my car again , Veterans has already caused me financial and emotional distress

  Business response

  02/03/2023

  Without being able to see the vehicle or verify if any warranty can be applied. Or to be able to determine what caused any possible failure. there is nothing i can do. If you would like to bring the vehicle so it can be diagnosed to find out if a warranty is necessary then VAR will be happy to help. Outside of that if we cannot see the vehicle for warranty purposes how cannot complete warranty work via Bluetooth.

  Customer response

  02/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Veterans had plenty of time to fix my vehicle, if he could have done so , Veterans had to go outside there business to find a programmer and in three attempts failed to do so with each time car not starting the next day , Imports 2 had to program it once again to begin working on it , Imprts 2 was the last location Veterans went and left my car and notifying me they had delivered it there , already at a point where I was tired of dealing with this and Veterans inability to fix it , you know Veterans keep speaking of a warranty that probably doesn't exist due to so many hands tampering with it , I would like the manufacturer of ECU phone number along with receipt , at this point there is not really much Vterans can do other then refund my money due to what I payed them for has to be done over , believe me the numbers could go higher with all my losses but I'm praying Veterans does the right thing

  Business response

  02/07/2023

  **************** can bring his vehicle to veteran auto repair for any warranty work to be considered. And VAR will stand behind any and all warranty offered. However no refund will be given if the vehicle cannot be seen and properly diagnosed. VAR has said this from the start, bring the vehicle in and if it is covered under warranty it will be taken care of. No further response will be given.

  Customer response

  02/08/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Veterans gave up that chance when they took my car to Imports 2 broken down and now he wants me to give them another chance after sending the car back multiple times without being road ready , endangering my family and those around me 2 months you had my car , if you couldn't get it right after all the attempts you had and opportunities you had what makes me think you can do it now ? It's. Broken down where you left it because you couldn't fix it , you took it there I didn't and now you act like I can just go get this car and drive it away when you took it there broke down , I'll just send you the bill if he's able to get it running after it almost catching on fire , you couldn't fix it so you went and threw it on someone else hoping you could wash your hands of your many mistakes , you are a grown man do you know what accountability is

  Customer response

  03/08/2023

  That is a incorrect decision, Veterans auto shop went and left my car at another shop without my permission, I had already paid veterans for the work and seeing after several failed attempts he went and left my car at another shop and they had to redo all he was supposed to do because he hadn't done it right , there is no way unless he would have went back and picked up the car where he left it could I have gotten the back to Veterans, it wouldn't start , am I responsible for veterans taking it to another shop? NO IM NOT , had he would have wanted to fix it, why would he take it to another shop , sounds to me like you have taken sides , maybe you should take a look at my Dads record he served in WW2 , Korea and *******, , you have made a bad decision and I want this case to remain open since I am going to take him to court for stealing my money and not doing what I paid him to do , it doesn't make any since on your part , if he could or wanted to fix it why did he go abandoned it at another shop , this must stay on record because this is going to court

  Customer response

  08/09/2023

  I have now received information from an outside agency that the work on my car was not done correctly, therefore causing more damage and costs , I dont think BBB understands that veterans put my family at risk and further damaged vehicle, I dont quite understand your philosophy but I do hope you understand the importance of this issue 

*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. ↩