Complaints

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in April 2022 my wife's transmission needed to be replaced in her ford focus. We used this shop to do so. When we originally picked it up my wife was driving all day and said a noise just got louder and louder as she drove it. She stopped at the tire shop I worked in at the time so I could look over it. I got it in the air and found that the axle nut on the driver side had been loose. I torqued the nut down and drove home. The distinct noise it made was obvious a wheel bearing broke. We contacted Al immediately. The next day they sent someone to pick up the car from our house so they could see what was wrong. Al called after speaking with the owner who had said he had a car we could use for the time being and to give him the invoices from ********** and he would reimburse us. I was satisfied. We got the car back and then in August 2022 the transmission keep whining louder and louder and the outside was always moist with transmission fluid. I contact al about it and he tells us to bring it by anytime and they will fix it. At this point I didn't trust them and the shop is a long drive from our home. So I just refilled the fluid for now until we found the time to bring it in. We finally do and I show him everything on the car that they messed up while replacing the transmission and sent pictures to him of it all. He had the car for two days and didn't tell us what was wrong or if they did anything to it. We have been hearing the transmission whine get worse and the outside is still always slightly wet with fluid. It leaves a huge puddle of it where it parks. So the leak was never address nor anything else that was wrong. Every attempt to contact him since has been ignored.

  

  Business response

  02/16/2024

  Upon reading your message, I genuinely felt your frustration and disappointment, and for that, I am truly sorry. At Liberty auto, we pride ourselves on ensuring our customers have positive experiences, and it saddens me to know that we fell short with you.

  Customer response

  02/20/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed.While I appreciate the apology the problem is my wife's transmission isn't fixed and before long who knows what will happen. If they could hear the noises it makes when it has just started they would I understand the concern. Whomever works in the office of this location is always rude and brushes us off when any concerns are brought up.   Regards, ***** ******

  

  Business response

  04/10/2024

  l have not seen this customer since late 2022.  Surprised to see a complaint from this customer.  Al put a new transmission in this car after the first one put in was found to be defective.  The car is an older model Ford Focus.  With the full 3 year warranty on that transmission, the customers can take this car elsewhere to be serviced since they live far away from Liberty Auto. The car was not being properly serviced.  I remembered explaining to the customer that this car had major engine issues.  Al feels he has done everything that was asked of him and more and it so sorry that these customers are still experiencing issues but without seeing the car since 2022, there isn't much else that he can do.

*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. ↩