ComplaintsforLake Country Auto Care

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Engine light was on: car was throwing three codes. P0014, P0420, P0013. March 12th, dropped car off for it's appointment. **** called with what was wrong ($2500 repair). We (my husband, ****, and I) discussed if repair was worth it; we did the repair and picked car up on 13th. March 16th, car stalled: I left a voicemail for ****. March 19th, my car stalled again; they said to bring it in as soon as possible. Had it there an hour later (12:45pm); when I called the next day for an update, they had not looked at it yet. March 21st, **** was "cautiously satisfied" car was fixed. It was throwing the same code (P0014) and a part they installed was already filthy. He suspected it was an engine sludge problem, changed my oil for free. Picked up the car and the engine light turned on on the drive home. Same code (P0014). We called: they said to bring it back. We were out of town the 25th to 28th and they said they would look at it then. When we called the 28th, they had not looked at the car. I called again and **** made excuses, but then told me they put in a sensor: not sure what the truth is. When asked why they would send a car home while it is still throwing a code, he said they fix "least expensive repairs first to see it is solves the problem". March 29th, they said it would cost another $1500 to fix. We suggested we should not pay the labor since the extra repair was something they missed; the same code popped up all 3 visits. They already had our engine in pieces once and we should not have to pay for them to take our engine apart again for their error. **** said there was no room for discussion and he was "going to make this right for us". They have a code of ethics on their website, but they did not live up to the standards they set for themselves.They had my car for 12 business days on 3 seperate visits. There was no urgency to correct their error and then they required us to pay the labor twice. It is unreasonable for them to require us to pay labor twice.

  

  Business response

  05/07/2024

  We have settled this issue with the customer on our own.

  Thank you, ***************

  Customer response

  05/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my **** GMC ****** to lake country auto on 4/18/22 for a new starter and some brake light work. I was told by **** they would get to it later in the week Thursday 4/21/22. Didn't get a call back so I called Friday 4/22/22 and was told by **** they were really busy so they would get my truck in Monday morning 4/25/22. Monday comes around with no call back. On 2/27/22 I decided to give a three star review on ****** explaining the situation. After the review I decided to call them to see if they would accept a payment plan after the work was finished and **** said he would have **** talk to me about it (owner?) So **** gets on the phone and tells me he'd be willing to do so, but gave me an attitude about my review for communication errors on ******. And was displeased with my review and I assured him it would change if my truck would be good to go. Fast-forward to 5/3/22 I get a call saying that my truck is done and I can come get it. I asked what the **** was and **** said $837.76 so I said I would have someone call and pay over the phone and I would pick it up after work. He then stated I would need starting fluid to get the truck to start which it never needed prior to me taking it there (the starter was bad it wouldn't turn over) **** was paid I picked it up that night drove it home from there. Was told I'd need diagnostics ran to figure out why it needed starting fluid. Didn't have the funds for that. The next day truck would not start. A couple of co workers found a kinked gas line and redid it and started right up. Was charged for brake light repair ($65) and when I got home it wasn't working again co worker found the problem in 2 minutes they didn't put the rubber seal it the plug so when I hit a bump the connection would disconnect. These issues where found by 2 19 year olds (co workers). I was billed for the brake light and would like my money back on that. I would call lake country but **** always has a attitude that I can't handle. He's very rude. ***

  

  Business response

  06/17/2022

  Customer towed his truck in on 4/18/2022 mid-day with the key was stuck in the ignition.  He also asked us to give it a full inspection, as it was not starting and he put a starter in it 4 months prior,as well as the brake light issue.   He stated he wanted to know if it was worth fixing.  We told him at the time of drop off we would try to look at it by the end of the week (4/25/22).
  
  As far as the ****** review he left, we were already looking at this truck.  Even after leaving us a 3 star review he asked to make payments (which is something we do not do) however **** *************  In regards the problems of kinked fuel line fuel lines and brake light repair that would have been something we would have liked to look at before his coworkers fixed it.  
  If there was additional issues or he was unsatisfied with the work, had he given us the chance to reevaluate the work we would have made it right at no charge and right away.
  On 6/14/2022 he left several messages after business hours. Two of those messages where at 9:00 pm. We made several attempts to contact the customer to discuss this and never heard back from him until after the BBB complaint came in.   We received email notification from the BBB on June 15, 2022.  Customer stated **** was rude however customer was being unreasonable and would not give us the opportunity to fully help him understand what was done and again not giving us the opportunity to reevaluate the work we would have made it right at no charge and right away.       
  Then on 6/15/22 the customer called again and spoke with **** briefly.  Then proceeded to slander us all over social media before we were even able to respond to the BBB letter. 

  Customer response

  06/18/2022

  Better Business Bureau:
  
  First I would like to state that the key was not stuck in the ignition ( I thought it was) but my coworker showed me the location of the cylinder lock lever. It was located right behind the ignition, so my next question is how did you remove the key originally because it was not in the ignition when I picked the truck up? I will attach photos of the cylinder lock disengage lever. Did you guys just pull it out with force?Secondly in your first paragraph you stated that I requested a full inspection, and in your inspection you found a brake line that needed repair work. In your full inspection though your garage was not able to find the kinked fuel line or the missing rubber gasket that provides a tight fit from the wire harness to the brake light. I was charged $65 for the brake light repair and electrical supplies but the first bump I hit I was driving with an out taillight again. So my **** exceeded $800 for the brake light repair, the starter, the inspection, and the brake line. I left a three star review because lack of communication I was told it would be looked at on a set date yet it didn't happen till 4/27/22. The truck was brought to you 4/18/22 as you also stated. **** stated it would be looked at by the end of the week. My truck was finished and ready for pickup on 5/3/22. And **** stated I would need starting fluid to get it running. I asked what it could be and I was told he would have to run diagnostics on it. You ran diagnostics on it to figure out the starter so I wasn't going to have you **** me another charge for a service that was already ran. You're a garage that works on automobiles but during this full inspection no one could find the kinked fuel line or the missing gasket. Third **** was rude. He was rude after the review for me being %100 truthful. There was lack of communication on the garages part. They never made an attempt to follow up until Wednesday April 27 2022. He was also rude by saying "it's an old truck" or everybody and their brother has touched your truck" as if he was say the age of the truck is the reason behind him or the garage not doing what they stated they would do and then billed me for their service. Also they stated I called after hours which I did. I work in the tree industry and that day I was clearing storm damaged trees from the storms that came through ******** county. The next day June 15 2022 I called them and **** was upset about the messages. After we couldn't agree to the situation he then said "*** I think you fell out of too many trees" and then wanted to part ways and rudely hung up on me. I was not being unreasonable, asking questions on the legitimacy of the work done is not unreasonable. My truck would not start without starting fluid, thanks to my coworkers it runs and drives great now. All I asked for was a $65 refund for the brake light repair and electrical supplies that I was billed for and had to have fixed my someone else. As for the comments of slander. Telling people of my actual experience is not slander. In your response to this complaint you not once addressed any of the issues I stated. You have not disputed any of the problems I have brought forth. I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

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