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Complaint Details
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Initial Complaint
03/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I brought my car into the service department because it was leaking oil through the front hood of my car. After three separate visits totaling almost a month and $1000 of repairs, the issue is still not completely resolved.
Business response
03/14/2023
To who is *** concern,
This customer originally came to the dealership service department with a complaint of an oil leak. This vehicle was not purchased here at this dealership and has not been at this dealership prior to this visit. The engine compartment was covered with engine oil, we cleaned the engine compartment to verify where the leak was coming from. The technician found that the valve cover gasket needed to be replaced. Took on a road test and could not find any other oil leaks at the time. The customer came back a day later with same complaint. The technician found during the second visit that oil was leaking from the oil cooler. Technician also found that the oil level was high like if someone had added oil to it. Informed the customer that the oil cooler needed to be resealed and recommended an oil change. The customer approved repairs. When the oil filter was changed the technician noted on the repair order that there was an excess amount of metal found in the oil. The customer called on March 13th, 2023, indicating the check engine light was on and overheating and the lights on the dash are dimming down. The engine overheating and the electrical complaints do not seem like a workmanship issue from the previous repairs. I would recommend that the customer takes this complaint back to the dealer that she purchased this car from for reimbursement.
***************************
Service ManagerCustomer response
03/21/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Several of Caseys statements in his response are complete lies. Ill start by responding to those. He stated that it looked like I added oil to the car in between the visits which I did not do because they told me that they did. They never recommended an oil change, they told me that they added oil and that I would not need to add more. I did not all of a sudden call on March 13. I left a voicemail for the head manager of this location on 2/15/23, 2/28/23 3/8/23 and to this day have not received a response back, even after ***** told me he would have the Manager call me when we spoke on March 13. ***** called me on March 13 in response to me sending a message to their corporate office asking for someone to help me resolve this problem. I have been trying for over a month to get someone other than ***** to communicate with me. I never said the check engine light was on, but I did say that my car has been continually overheating since I got it back, and the lights on my dashboard keep dimming off and on since I got my car back from the 3rd visit in a row at their shop. The issues that my car is having have nothing to do with the dealership that I purchased it at about 6 years ago, each time I got my car back from this shop it had new problems that I never had before going there.
***** has also refused to take responsibility for the unsatisfactory work that his technicians have done on my car during this whole process. I have photos and videos of proof that after spending $1000 and two visits, my engine was smoking and oil was spilling out of the front of my hood. When I picked up my car for the second time, there was oil pouring down the front of my car which he wiped off and made some excuse for, but more quickly started pouring out after I drove home. After bringing my car back for the third time, they fixed another pipe and did not charge me, but my car is still having issues that I did not have before I brought it into the shop. My car is continually overheating, and the lights on my dashboard keep dimming which means they could have messed with something electrical. I have absolutely no faith that any of the work that they did was done properly. I brought my car to a ***** dealership because I have a ***** car and this is expected that you will get quality maintenance done at the dealership. Their technicians here obviously are not well trained or experienced. All ***** said was that he cant say anything unless I bring my car in again. I dont know why he thinks I would trust them to get the work done when they had three tries and about a month of my car being there to get it right. I would like to take my car to a different mechanic to have the work done properly. I would like a refund of the repairs (and damage) that ***** did
Regards,Siera
Initial Complaint
10/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My car stating it was overheating. I talked to ****** who is no longer working at Mackeys. ****** said it was the thermostat and that I did not have extended warranty (which I asked). I paid for my car being towed and the thermostat out of pocket. In September I brought my car in for an oil change. I was told that my tie rods were broken and needed to be replaced, I felt pressured by the service tech telling me I needed to pre-order the parts that day. I was able to convince the service tech that I was not going to do that at the moment. I was told by ******* that I did have extended warranty, however the tie rods were not covered by the warranty. I asked on 9/20 for paperwork for my extended warranty. Didn't get a response. I got a second opinion on my tie rods. It was not the tie rods, but the left lower ball joint I got a third opinion too. I called them and was told they could look at it. I denied in fear of having to spend more money there. I want to know what my warranty covers.
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