ComplaintsforFamily Venture LLC

• Initial Complaint

  06/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2011 Dodge Challenger R/T to this business location for a single start up/possible fuel pump problem. When I picked it up two days later, my vehicle was returned to me with several more mechanical issues than it had when it was delivered. To be specific, my car’s transmission was not shifting from second to first gear anymore, nor would it show on the dash. It showed the car in drive, but the car was really in second or first gear because it was lagging horribly in two test runs, and would not upshift on a regular roadway or the highway. This business requested I pay the entirety of my payment — $********, with no payment plans to get my car back to me and off their lot. Each day without retrieving the car was $***** a day. I had no choice as I needed my car for work and leisure. So I had to pay the fee. Little did I know I would return to a vehicle in way worse condition than I brought it to them in. The company performed everything but the one fix necessary to make my car run efficiently. This put me in debt with my credit card company who was just paid off a week prior, for the amount listed above, $****** in tow fees to and from the establishment, and has now put me in debt with trying to pay back my card company. Both the owner Johnathan and the mechanic George both claimed there was a TCM (transmission control module) issue that was affecting my vehicle previously. This was false. Because before I’d brought my vehicle to be serviced, my Dodge Challenger’s transmission was in pristine condition. I also proved this untrue, as previous service done via diagnostic, multi-point inspection, and road testing to my Dodge Challenger R/T by Haley, Chrysler, Dodge, Jeep, Ram on 5400 S. Laburnum Avenue, Richmond, VA, 23231 on April 14th, 2022 claimed the vehicle checked out and was fine and that, “no further action was needed at this time,”. Turner’s Auto Service is a scam and doesn’t deserve their accreditation from the BBB. Someone needs to investigate this.

  Business response

  06/13/2022

  VEHICLE WAS TOWED INTO OUR SHOP FOR A NO START. MY TECHNICIAN, GEORGE WAS ASSIGNED TO THE VEHICLE FOR SERVICE. HIS DIAGNOSTICS REVEALLED A FAULTY FUEL PUMP RELAY AND RECOMMENDED TO REPLACE THE RELAY AND CUSTOMER REQUESTED A TUNE UP. NEVER WERE WE ENGAGED TO PERFORM ANY DIAGNOSIS OF THE TRANSMISSION, NOR INSTRUCTED TO WORK ON THE TRANSMISSION.
  ON 9 JUNE 2022, CUSTOMER CAME IN TO PICK UP HIS VEHICLE AFTER A TUNE UP SERVICE. CUSTOMER PAID HIS BILL, ASKED TO SEE THE OLD SPARK PLUGS AND WENT TO HIS VEHICLE. HE CAME BACK IN AND ASKED IF THE VEHICLE HAD BEEN TEST DRIVEN. I REPLIED THAT I THOUGHT SO, BUT DIDN’T KNOW. CUSTOMER NOTED A CLERICAL ERROR OF MILEAGE REPORTED AT 45619, WHEN, ACCORDING TO HIM THE  ODOMETER DISPLAYED 45,616.
  CUSTOMER DROVE OFF THE LOT AND RETURNED ABOUT 30 MINUTES LATER. HE STATED THAT AN ALERT WAS ON THE DASH AND THAT HIS TRANSMISSION WOULD NOT SHIFT PROPERLY. I ASKED THAT HE LEAVE IT WITH ME AND WE WOULD CHECK THE TROUBLE. I ASKED MY TECH ABOUT THE ISSUE AND GEORGE SAID THE CUSTOMER HAD TOLD HIM THE CEL WAS ON INTERMITTANTLY FOR AN O2 CODE, BUT DIDN’T THINK THAT WAS AN ISSUE. DURING DIAGNOSTIC, GEORGE RECALLED SEEING A TRANSMISSION HISTORY CODE SEVERAL TIMES- IN DIFFERENT AREAS OF HIS DIAG. THE CUSTOMER ASKED FOR HIS KEY BACK TO GET SOMETHING OUT OF THE CAR AND DROVE THE CAR OFF THE LOT AGAIN, PULLING ONTO THE INTERSTATE ON-RAMP AND WAS GONE FOR ANOTHER APPROXIMATELY 30 MINUTES. ON HIS RETURN, THE CUSTOMER RELAYED HIS CONCERNS TO GEORGE AND INVESTIGATED.
  THE PRELIMINARY CAUSE WAS A LACK OF COMMUNICATION TO THE TRANSMISSION CONTROL MODULE. DURING THIS TIME, GEORGE FOUND A RELAY WAS NOT FUNCTIONING PROPERLY AND SHOWED THAT TO THE CUSTOMER, GEORGE ASKED FOR RELAYS AND I ORDERED FROM A DEALER, BUT WOULD NOT BE IN FOR 3-5 DAYS, BUT FOUND WHAT COULD BE THE RIGHT ONE ON AMAZON AND IT WOULD ARRIVE THE NEXT DAY. I RELAYED THIS INFORMATION TO THE CUSTOMER. HE THEN ASKED FOR A REFUND FOR THE WORK WE HAD PERFORMED; WHEN REFUSED, HE STOPPED COMMUNICATION AND LEFT THE SHOP.

  Business response

  06/27/2022

  The vehicle was towed in for a "no start" situation. We got the vehicle started. He asked for a tune up to make the engine run better. We did that. The customer pointed out that the vehicle was not test-driven by us. He paid for the services we provided. He drove the vehicle off the lot after a no start and tune up condition.

  It was after his test- drive he complained of the transmission issues. We did help find a solution to remedy that issue and pointed out a faulty relay. We explained that the relay would be 3-5 days before it arrived. 

  Customer response

  06/28/2022

  Better Business Bureau:

   

  ***** please.
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID 17413827, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  R.j. ******
  
  
  
  

  
  

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