Complaintsfor360 Diesel & Auto Repair

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Repair facility replaced an oil cooler in a VW Touareg Diesel TDI. After initial repair, an oil leak developed which required repair facility to remove oil cooler and replace base gasket. After 2nd repair, an engine water coolant leak developed which required an o-ring to be be replaced. After 3rd repair, another oil leak developed. At this point concern was expressed to mechanic who performed repair that we felt uncomfortable having them repair vehicle and agreed to take it to a VW dealer that determined leak was related to an oil pan crush washer which resulted in a $287.45 repair including diagnosis that we are requesting reimbursement for. Repair facility is only offering to pay $2 for crush washer and asked us to take them to small claims court. Credit card dispute was denied based on repair facility providing service which is invalid based on continued leaks.

  Business response

  04/03/2023

  In response to the complaint from ********************, I have several comments.
  1.The vehicle in question was brought to ** with an unknown oil leak. We diagnosed the issue and found that the *** cooler was leaking. We rplaced the oil cooler with a part from NAPA. After a test drive, we determined that the leak was remedied and returned the vehicle to the customer. 

  ***** customer called us within a few days saying that the leak was back. We received the vehicle back to the shop and checked the repair. The *** cooler was leaking. We WARRANTIED the defective part with NAPA at not cost to the customer. Once again we did a test drive and found no leaks. We returned the vehicle to the owner. 
  

  3. The customer called at least 10 days later and said that his car was leaking again. He was very angry. I convinced him to come back to our shop and let us make it right for him. We took a look at the leak and found that it was not related to our work. It was a coolant leak. In the interest of good customer relations, we replaced the coolant line at no cost to the customer. We washed the underside of the vehicle and took the car for a test drive. No more leaks were found. We retuned the car to the customer.
  

  ********* days later, the customer called and told us that the car was leaking again. He warned us in no uncertain terms that he was very unhappy with our work and that he was going to take the car to the ** dealer for a the correct repair. He was very angry. 

  
  5.Some time later, we received a notice from our merchant services (credit card) vendor regarding a chargeback. ******************** was refusing to pay his credit card charge because the description of the work we did was not accurate and did not reflect the work performed. He did not file a complaint that the work was inadequate or unprofessional or incorrect. He filed a complaint that the description of the wok we did was "'. . . not as described." We replied to the chargeback and went through arbitration and won our case. ******************** lost the chargeback.
  

  6.******************** called us again almost a week later saying that we should pay for a repair to his vehicle. He had taken the vehicle to the ** dealer regarding an oil leak. All they could find was an o-ring gasket on his oil drain plug was leaking. The dealer did not find any issue with any of the coolant lines or the *** cooler or *** oil cooler lines that we had replaced. 

  
  7.As he stated in his complaint, his claims against us via the credit card company chargeback was denied because there were no grounds for his complaint. Even the dealer that he took his car to did not find an issue with our work. ******************** is now trying to blacken our reputation by accusing us of not doing our job and being unreasonable in not paying for something out of our control. He has cost me a lot of time and money addressing his claims regarding our work and has failed to prove his point.

  Customer response

  04/03/2023

  Complaint: 19846372
  
  I am rejecting this response because:

  1) Original invoice indicates that ** OEM part number was used. This is the 1st I am hearing that an after market part from Napa was used when prior discussions including invoice indicate otherwise. 

  2) I was not aware that an after market part from Napa was used to for 2nd oil leak after ESR cooler was replaced.

  3) This leak was related to repair. The engine water coolant lines are connected to EGR oil cooler and engine water coolant is used to cool engine oil. These lines were disconnected during repair and not replaced. The leak was due to an O-Ring on a engine water coolant line not being seated correctly during repair and needing to be replaced per discuss with **** the mechanic.

  4) After 3 leaks after initial repair, **** the mechanic understood frustration and concern with not wanting to return to shop for a 4th time after initial repair. 

  5) Credit card companies typically dispute entire amount until resolution is determined. The dispute was filed under premise that EGR Cooler continued to leak therefore initial repair was perceived as not described or completed. 

  6) The diagnosis from the ** dealer confirmed that the leak was not related to the *** cooler that was replaced although was related to oil drain plug crush washer that was replaced on original invoice. ******** filter and drain plug crush washer are required to be changed when EGR cooler is replaced since oil can not be re-used and to reduce risk of contaminants from oil cooler failure damaging engine.

  7) Considering that the leak was related to work performed by this repair shop, this is grounds for complaint. Request is for reimbursement of diagnosis and oil change fees from ** dealer. This should not be considered as being unreasonable. As a customer, continued leaks after ********************** are considered un-acceptable and should have been in their control during initial and subsequent repairs.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had my *** towed to 360 Aito Diesel June of 2021. They did not complete repairs until 1/31. The total **** paid was $3600. 4 days later the vehicle broke down on the highway leaving me stranded at 3am on my way to work, in -2 degree temperature. I had the vehicle towed back to them on 2/11/22. To date, they have not inspected my vehicle or attempted to resolve my issue.

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