ComplaintsforACT Auto Repair, LLC

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CAR TAKEN IN 08/01/2022. ENGINE LIGHT ON NEED ADRESSED .LEFT AND RIGHT DUST SHIELD LOOSE. WHEN PICKED UP, ENGINE LIGHT STILL ON. REPLACED REAR AXLE SAYING IT WAS BAD BUT WOULD NOT LET US SEE THE OLD ONE. CHANGED DRIVE AXLE SHAFT SEAL..CHARGED US AND CAR SHIELD FOR FRONT END ALIGNMENT. WE QUESTION WHY CHANGE AXLE WHEN BEARINGS WHERE NEEDED. THEN NOT FIXING DIFFERENTIAL . WHEN PICKED UP ON 09/16/2022 .SAID DID NOT DO THE DIFFERENTIAL BECAUSE CAR SHIELD WOULD NOT COVER IT .WE SHOULD HAVE BEEN ADVISED BEFORE IT WAS DECIDED NOT TO FIX. NEVER TOLD US OF THIS. ENGINE LIGHT STILL ON, DUST SHIELDS LEFT OFF, DIFFERENTIAL NEEDS FIX. ALSO SAID THEY WOULD NOT BE ABLE TO PARTS FOR THE DIFFERENTIAL. WE TALKED TO JEEP DEALERSHIP YES THEY CAN GET ALL PARTS.

  Business response

  10/03/2022

  To whom it may concern,

  On July 29, 2022, the customer arrived at our garage ACT Auto Repair requesting a vehicle diagnostic for a check engine light, a popping and gurgling noise coming from the front of the vehicle, a grinding noise in the rear, poor handling, and a vibration in the steering wheel. A diagnostic, test drive, and inspection of the vehicle was performed revealing the replacement of the following components was required: catalytic converter, oxygen sensor, two control arms with ball joints, inner and outer tie rods, sway bar links, front struts, rear wheel bearing, and an alignment after repairs. A claim was initiated with ******** **** ****** *********** to secure coverage through the customer’s contract with *********, which excluded coverage for the catalytic converter, oxygen sensors, and wheel alignment.

  The claim process for coverage was a back-and-forth affair with ACT Auto Repair making numerous attempts to secure coverage for the repair through ********d which required photographic and videos of the defective components. During the process a second claim was started with ********d to gain further coverage of the repairs after the customer complained to ********d. We were contacted by an adjustor and resubmitted the videos and photographs. After several days ********d was contacted for a status update and was given the authorization number to start work. Later it was learned that the authorization was given for the prior claim and did not cover all the components submitted. ********d sent a payment of $561.77 leaving a balance of $714.33 on the invoice. When questioned they stated it was the customer’s responsibility to cover the remaining balance. ACT Auto Repair did not attempt to recover the balance from the customer at that time.

  After completing repairs and test driving the vehicle it was discovered that there was still a noise coming from the rear of the vehicle and the technician believed it to be the rear differential. This was discussed with the customer when they came to pay their bill and pick up the vehicle. Based on prior experience with ********d and their denying of coverage on differential replacement due to lack of service records, we recommended them to drive it as is for now and come back if it worsened as it is a costly repair. A thorough diagnostic was not performed on the differential. Concerning the availability of parts, we would be able to secure parts but not immediately. Due to scheduling and availability, it would not be a fix that we could have rendered immediately.

  Within a few days of picking up the vehicle the customer’s irate spouse called the ACT Auto Repair office and stated the check engine light had come on, asked if we had the replaced axle that he wanted to see it, and that the splash guard had dropped down on the bottom of the vehicle. I initially told him that he could come and see the axle that we would have it in our scrap bin but then realized that bin was nearly full and digging through to find the axle was not feasible. Before I could let him know I had a picture of the axle he said he was reporting the business to the Better Business Bureau for changing parts and hung up the phone.  Attached is a picture of the axle that was replaced that was taken for ********d when I tried getting it covered. The issue as described to ********d was the threaded end of the axle was corroded and the axle nut was seized onto the axle which caused galling.

  Concerning the payment of sales tax on the bill ********d does not pay state sales tax in WV and requires the customer to cover it. I do not know why ********d told the customer they would pay the sales tax, but it simply isn’t true. Also, the stated total paid sales tax of $208.82 was incorrect as that encompassed the customers deductible of $100.

  Regarding the check engine light coming on, the vehicle would have to be scanned to know what it is. It could be the replaced oxygen sensor failed or something else entirely. As stated by the customer it came on while driving home. When we finished with the vehicle the codes were clear.

  Regarding the claim that both ********d and the customer was charged for an alignment the invoices show only one alignment charged to the customer. ********d does not cover alignments. The invoices are provided on the following pages.

   

  Sincerely,

  ******* * ******

  Owner

  ACT Auto Repair, LLC

  Customer response

  10/10/2022

  Better Business Bureau:
  
  This is for case number ********
  
  Per our initial complaint, the oxygen sensor needs replace, as it may be faulty, due to the check engine light remains on. The dust shield needs mounted back in place, as this was not done, this needs done at no cost to me. Again ACT did not notify us of not repairing the rear differential as needed. We were notified only when we picked up the vehicle, ACT told us *********  would not cover the repairs for the differential. Attachment being sent is from my contract from *********. We are still questioning why they would put a new axle into a bad differential. The axle and the differential are part of the drive train. Also I contacted ********* and ACT needs to resubmit additional claim for the remainder of the cost.
  
  Regards,
  
  ***** ********

  Business response

  10/14/2022

  We'll put the dust shield back on. Would have done it if they brought the vehicle back in.

  We'll do a diagnostic and if the sensor is faulty replace it as it would be under warranty.

  The axle had to be replaced in order to put the wheel back on the vehicle after replacing the wheel bearing.

  We did not know the differential was an issue until after all the other work was completed as the vehicle made so much noise from the other items requiring repair. That's why we didn't mention it beforehand.

  All the customer needs to do is call the office and schedule an appointment. As for *** ****** covering the differential, it was stated that without service records they would deny coverage.

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