ComplaintsforStop N' Go Auto Services

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My receipts have personal information on them. Over 12 months of 2023, **** was I thought making repairs to my vehicle telling me he was honest and reliable everything that he said he replaced and repaired he did not. I'm having to make all these repairs From what I'm being told **** stop n go did not use new parts, aamco even called him while I was in the shop. I was taken advantage of. The amount might be more I was paying him $300, $500, $600, every 3 months for a year. My vehicle needs all those same things he said he completed.

  Customer response

  06/29/2024

  Check engine light came on again after stop & Go replaced my canister purge valve after he connected a scan machine to my vehicle. Stop & Go came back out and connected the machine and told me I needed a charcoal canister and he did not do that service. The canister purge valve is still the issue. I can't scan all the reports in. I do have them with dates.

  

  Business response

  07/09/2024

  Initially, the customer contacted me through ********************, asking for a quote. The initial service call was almost two years ago; the customer took her car to the dealer because her car was overheating. According to the glowing review the customer submitted about my work to ******************** on 11/15/22 (Review ID *******, the customer stated she was quoted over $4000.00 in repairs by the dealer.  To date, I have charged the customer a total of $1,743.13 for all the repairs done to her car. There was a time I reimbursed the customer $50.00, and on other occasions, I would waived the service fee in almost two years's period, each time I serviced the customer's car, she stated she was satisfied with my work. She never called me, not even once, to complain about any auto part I installed on her car. According to my records, this customer would send me text messages and recorded messages from her phone every time she wanted work done, and then I would call her back to discuss her car issue further; she would also call me if she had questions about her car, I never hesitate to help my customers, like the time she called me very nervous because a police officer had stopped her and told her that her brake light was out, feeling how upset she was, I reschedule the service calls I still had scheduled for that day for later in the day. I drove all the way to her doctor's ******* I changed the brake light bulb for $20.00, that was one of the occasions I waived the $50.00 service call. I have all the receipts for the auto parts I have installed on the customer's car. I can prove all the auto parts I installed on the customer's car are new.
  
  The customer was the one who called me every time she had a problem with her car. According to my records, the customer called me to work on her car's various issues on 11/11/22,  11/15/22, 01/03/23, 4/10/23, 8/06/23, 10/17/23, and 12/08/23.  This customer requested every one of these quotes; after the customer had an opportunity to review these quotes, she then approved each and every one of these quotes. I would then work on her car; furthermore, this customer watched me work on her car, and after each job was completed, this customer would then ask for the old parts I had removed from her vehicle, and each time, after work was completed, I sent the customer a receipt for the work completed for her records. The customer complained her receipts have personal information on them, I am not an alley mechanic, I give each of my customers the receipt with the customer's name, address, telephone number, email address, and vehicle's information for the customer's records, just like a regular auto repair shop would do.
  
  According to this customer's complaint that the check engine light came on, the customer seems to have forgotten she contacted me to let me know she had taken her car to AutoZone for them to run a diagnostics test; she was given a printout, which she texted to me, stating the canister purge valve was malfunctioning, I was willing to change the part she had already purchased, but that canister purge valve she purchased at AutoZone was the wrong part, she purchased the purge valve for a manual transmission and her car has an automatic transmission. I placed the order for the correct auto part, picked it up, and gave the same price to the customer. Based on the AutoZone diagnostic test results printout she texted me, I sent her a quote for this repair, the customer approved the repair, and on the day of the repair, 12/07/23, I checked the original purge valve, and it did not hold vacuum; therefore, I confirmed that the purge valve needed to be replaced after I replaced the purge valve with a new purge valve, I run the diagnostic test on the new purge valve, and the test stated COMPLETE-PASS, the customer kept the old purge valve. The following day, the customer called me back because the check engine light was back on. I returned to run another diagnostic test with my scanner. I found out that the problem at that time was at the canister valve solenoid (charcoal canister), NOT the purge valve I had replaced previously, which is on top of the vehicle, next to the engine, and the canister valve solenoid (charcoal canister) is located underneath the vehicle, next to the fuel tank. I explained to the customer that the vehicle needed to be lifted therefore I was not going to be able to do that repair, I recommended the customer find a local shop so they could lift the car, I did not charge the customer for this service call, I waived it. The customer contacted me several days later over the phone to let me know that the shop that was looking at her car told her that squirrels, rats, or mice had chewed at the harness by the canister valve solenoid (charcoal canister) after that service call, the customer did not call me to let me know what repairs that shop did to fix the harness by the canister valve solenoid(charcoal canister). Time later, a shop called me asking for information about this customer's vehicle, the customer never authorized me to speak to anyone about her vehicle, I declined giving them this customer's personal vehicle information.
  
  I did not do any work underneath this customer's vehicle, if the shop upon lifting her car found out some rodents chewed the harness by the canister valve solenoid (charcoal canister) that repair was beyond my control as I explained to the customer. I explain to each customer if any auto parts I install are defective, depending on the auto part, they have a specific type of warranty, some have a life time warranty and some only one, two or three years, I also give the customers a warranty on my work as well. This customer never called me to tell me her new shop told her the canister purge I had installed on 12/07/23 was defective, she knew the auto parts I installed on her vehicle were under warranty because the receipt I gave her stated the warranty in writing that the canister purge valve has a lifetime warranty, and got a 90 day warranty on the labor, had the customer called me to tell me the canister purge I installed was defective, I would not have charged her for the auto part only for the service call and my labor (if it was outside the 90 days window) but this customer did not call to inform me of any issues until I got this request from the BBB.

  Customer response

  07/11/2024

   
  Complaint: 21891321
  
  I am rejecting this response because:
  
  Sincerely,
  
  Mz.***************

  

  Business response

  07/12/2024

  Your reply was left blank.

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