Complaints

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transactions: November 30, 2022 - Auburn Foreign Car Inc January 13, 2023 ************* of ******* Amount of money requested: Repairs: $8985.50 + Kitsap Towing $555.20 + Lyft: $13.91 = Total: $9554.61 = *****% interest What the business committed to provide you:Competency, specialized knowledge, and skill to perform the necessary professional services for repairing my 2007 GL 450 ************* steering wheel leak.The nature of the dispute: Poor and faulty repairs. Auburn Foreign Car Inc (Auburn Foreign and Domestic Car), ************************************** has not tried to resolve the problem.Account/order/tracking number Auburn Foreign & Domestic Car Invoice #: ******* Paid November 30, 2022 ************* of ******* Invoice #: ****** Paid January 13, 2023 Dropped off Auburn Foreign & Domestic Car: November 18, 2022 / Mileage: 143836.Repair Complete on November 30, 2022.Date and Mileage when Front Differential Failed: December 15, 2022 / Mileage: ******; Returned to Auburn Foreign on December 16, 2022, Car released on December 20, 2022.******************************** of Auburn Foreign & Domestic Car (Auburn Foreign **** failed to take responsibility of the front differential failing after installation of the rack and pinion, which required the front differential to be removed from the drive shaft. The front differential developed a significant fluid leak near the front differential input bearings after misalignment of drive shaft. I am requesting a reimbursement of $6024.84 of the cost to repair the front differential.Also, rack and pinion is stiff and difficult to turn the steering wheel, which was not present when I brought the car in for repair of a minor power steering fluid leak. The replacement of rack and pinion did not fix the leak. A power steering control valve replacement fixed the leak. I am requesting a full refund of $2960.66 of the total amount paid from $3336.66 - $376 (speed sensor for steering system leak).

  Business response

  02/17/2023

  To whom this may concern,

   

   

  To whom this may concern,

  To whom this may concern,

  We have already interacted with *************** on this issue, and while it is regrettable that the front differential failed, it was due to age and mileage, and we had nothing to do with it. I provided factory repair information that clearly shows fluid level in differential rests BELOW the level of the drive axles so even IF we inserted an axle incorrectly, the outcome would be it dislodges, and would require towing to a facility to re install. no fluid would come out, no noise would  be heard, and no damage would occur to the unit.  please read my original response to a certified letter  *************** had already sent. She had called saying she was hearing an anormal noise prior to breakdown, the bearing or bearings in the unit were failing, causing the noise. the final outcome *************** encountered is complete failure, with the internal parts so out of align, a drive shaft WAS FORCED OUT OF THE ***** We reinstalled axle here when the vehicle was towed here by her and checked it out but immediately noticed a very bad grind noise from unit with severe binding. 

   

  
  ***************,

  
  Enclosed is the factory repair information for steering gear removal and the front drive shaft removal.  I openly and honestly told you we removed the front axles when you were back with the differential concern. The drive shafts are not removed in the steering gear procedure, but as stated before, many technicians will remove them as the job almost impossible with them in place. The result is the same in terms of cost and outcome to the client.
  Neither of the factory repair instructions to replace the steering gear or the axle removal and re installation call for fluid being added to the differential. The level of the fluid in the front differential rests below the axle level for several reasons, so any fluid that leaks out will be due to failure. When the vehicle came back, it had its driver side axle ejected, but that was due to abnormal internal alignment of components when a bearing fails. The fluid level in the differential was still almost completely full with a very small amount missing that had sloshed around in the housing as the axle was ejected.
  You had possession of the vehicle from November 20th,2022 until it was towed in on December 16th, and accumulated almost 350 miles before you were back. the vehicle was now undrivable.
  I have also taken note of where you had stated in your service request at the dealer you suspected we had errored. No where on the invoice does it indicate they found anything abnormal, or any indication we had done anything to contribute to the failure.
  While it is regrettable that the front differential failed a short time after the steering rack installation, my team is not responsible for the failure, and will not be offering reimbursement of any kind.
  
  Respectfully,
  *****************************

  Business response

  02/21/2023

  To whom this may concern, To whom this may concern, While responding to Ms ******* requests I overlooked the fact she is now requesting a refund on the power steering rack we installed because it is stiff. This is not the case, the rack is fine and cannot cause this concern, she has leakage we documented when rack was replaced. this is causing low system pressure. Please add this info to my response. Thanks, **** We have already interacted with *************** on this issue, and while it is regrettable that the front differential failed, it was due to age and mileage, and we had nothing to do with it. I provided factory repair information that clearly shows fluid level in differential rests BELOW the level of the drive axles so even IF we inserted an axle incorrectly, the outcome would be it dislodges, and would require towing to a facility to re install. no fluid would come out, no noise would be heard, and no damage would occur to the unit. please read my original response to a certified letter *************** had already sent. She had called saying she was hearing an anormal noise prior to breakdown, the bearing or bearings in the unit were failing, causing the noise. the final outcome *************** encountered is complete failure, with the internal parts so out of align, a drive shaft WAS FORCED OUT OF THE ***** We reinstalled axle here when the vehicle was towed here by her and checked it out but immediately noticed a very bad grind noise from unit with severe binding. ***************, Enclosed is the factory repair information for steering gear removal and the front drive shaft removal. I openly and honestly told you we removed the front axles when you were back with the differential concern. The drive shafts are not removed in the steering gear procedure, but as stated before, many technicians will remove them as the job almost impossible with them in place. The result is the same in terms of cost and outcome to the client. Neither of the factory repair instructions to replace the steering gear or the axle removal and re installation call for fluid being added to the differential. The level of the fluid in the front differential rests below the axle level for several reasons, so any fluid that leaks out will be due to failure. When the vehicle came back, it had its driver side axle ejected, but that was due to abnormal internal alignment of components when a bearing fails. The fluid level in the differential was still almost completely full with a very small amount missing that had sloshed around in the housing as the axle was ejected. You had possession of the vehicle from November 20th, 2022 until it was towed in on December 16th, and accumulated almost 350 miles before you were back. the vehicle was now undrivable. I have also taken note of where you had stated in your service request at the dealer you suspected we had errored. No where on the invoice does it indicate they found anything abnormal, or any indication we had done anything to contribute to the failure. While it is regrettable that the front differential failed a short time after the steering rack installation, my team is not responsible for the failure, and will not be offering reimbursement of any kind. Respectfully, *****************************

  Sent from ***************************** (*******************************)

  Customer response

  02/21/2023

   RE: Complaint ID: ********
  
  Hello,
  
  I tried several *********************** to submit my rejecting response to Auburn Foreign Car, ***** response to my complaint and I'm not sure if it went through. I never received confirmation and the "Proceed" button only brought up a message that my response/attachments were too large to display. Included in this email are the attachments, my response, and a clip of the drive shaft that I was not able to attach
  

  
  

  Customer response

  03/02/2023

  I am rejecting this response because: 1. There was no response from ************************ about the stiff rack and pinion steering replacement which did not fix the minor leak of power steering fluid, but the steering control valve did after the rack and pinion was replaced. The steering control valve was a minor repair versus the major replacement of the rack and pinion.  Prior to dropping off my ******** at his shop, the steering was easy to move and not a problem. 2. ************************ admitted to removing the Front Differential when they replaced the rack and pinion and admitted that the drive shaft that went into the front differential was misaligned.  He stated that the fluid was "sloshing around" but failed to check the fluid indicator line or mention that it was leaking fluid.  The misalignment of the drive shaft into the front differential caused the fluid to leak out, which is evident by the supporting pictures. 3. ************************ is incorrect about the date when my ******** was available for pick up.  He stated that I picked up my car on November 20, 2022.  I have documentation that my car was picked up on November 30, 2022. Also, I never told ************************ that I heard grinding gears when my car broke down.
  
  
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/6/2023 $548.77 I drop my car off on Friday for an oil change and & now my car not running I tried to call and explain to him that there were light popping up and that my car acting funny..havent had it more then 48 hrs he became so rude and snobby for no reason hanging up the phone in my face.. and told me if I come to his shop he will call the police on me.. so today 2/9/23 I went there and he flag down the police acting like I was going to harm him.. so I talked with the auburn police and he told me to contact bbb you guys to resolve the issue that they cause

  Business response

  02/10/2023

  Tell us why here. *************** brought his Jaguar in for an oil leak. that work is done. He as an unrelated problem related to the oil leakage. The reason we will no longer help **************** is his anger issues. While our staff was at lunch, he called demanding an update. he was rude and hostile towards my parts man, and my staff member was so upset he trembled while telling me what happened. The situation deteriorated from that point, with my staff member doing all he could to help while taking verbal abuse.

  *************** picked his car up without incident. He again called later in the day being slightly confrontive asking if we had fixed the leak, which of course we had- a strange call but I let that slide too. He called the next morning,stating his battery light was on, and that he looked into his owners manual,and it states the alternator can be damaged by oil. HE READ THAT TO ME FROM HIS OWNERS MANUAL. I told him that yes, the alternator was oily, and may have been damaged by the leak. he then became hostile, stating he never had a problem before we worked on his car, essentially blaming us for the issue. I told him that he had already upset one of my employees with his behavior, and I was not going to take the abuse or hostile attitude, and I have a duty to have a safe,comfortable environment to work for me and my staff, and that we no longer wished to assist him with the ADDITIONAL, NON-RELATED REPAIR.

  *************** then proceeded to call our shop- ***** times, even after being asked to desist, telling him this was evolving into a harassment situation.
  Later in the day, he sent his wife or girlfriends in to talk about doing the alternator repair. I told her that we will not be able to help due to ******************* anger management issues. She than stated to me "I HAVE TOLD HIM HE NEEDS TO BE RESPECTFUL TO PEOPLE, acknowledging his issues.

  We later found out **************** was on our property in her car. After she told him we will not help, He decided to approach me, positioning himself between me,and an 80 year old lady attempting to get in her car, notably upset by his presence. I asked him to leave, he would not. I had to get between him and the car, opening the door so she could get in. This escalated to a 911 call to have him removed from the property, being instructed that he returned he would face trespassing charges. He actually threatened me, and I have staff that heard it as well. I could have pressed charges on that issue, but I chose to let it go.

   

   He has sent harassing emails, and created a very uncomfortable working environment, upsetting my staff.  I first and foremost must ensure my staff are safe and treated respectfully, and with Mr. ******* anger management issues, he cannot be allowed back into the facility.

  Hopefully I wont be wasting additional time on this needless and technically false complaint...

  If Mr. ***********;does not cease and desist, I will file a report on the threat.

  Customer response

  02/15/2023

   
  Complaint: 19379160
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** the owner at the car shop was the one acting very aggressively. I am a security guard at downtown ******* Circle K. All I was doing was asking him what was going on with my car. I had brought my car to him on a Friday I didnt get my car back until Monday. My car completely shut down on Tuesday night will not start. All I did was take my car in for oil change in the oil leak. I get my car back its not working at all now I take my car to a new car shop he looks in over his work he states he put some die or something in my oil, but never fix the oil leak , I paid him $548 for nothing now its going to cost me $7246 to be fixed I can provide you with the other number to the shop that my car is at the first shop that I took my car to that Im making a complaint on  he was the one very aggressively acting police came over there Told me what I need to do. You can get the cameras and see who was being aggressive. One who was calm just asking questions about his car. I just bought this car from the lot six months ago still making payments on it and now I got to pay $7246 and some dollars to get it out another shop which I dont have I got to make payments to this place. The number is **********

*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. ↩