ComplaintsforWrench Truck & Auto Repair

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our work vehicle in on July 22, 2024. I called a few days later for an update in which they could not give me one. They said it has not been in the bay yet. On July 30, they called my husband to do a compression test. I called them shortly after my husband spoke to them and let them know we did not want a compression test. The gentleman at the front put me on a hold and told me that it was already halfway done. However, when I called back at 4 o’clock that afternoon, which was five hours later, they said it was still not done and the Mechanic was out to lunch. They charge us almost $500 for replacing a fuel filter, which was never approved by my husband or myself. The gentleman up at the front told me that he talked to my husband and he approved it. My husband said that when they called him, they had already replaced it and he never gave approval when we took the truck. He told them that the boss lady said to go ahead and replace it . They never asked either one of us to replace the gas filter. It was running and needed a hose for the air conditioner, we had to tow it home and now the key will not even work in the ignition. Basically it ran when we took the truck in. We now had to tow it home and the ignition is locked up it won’t even turn now. They also left the cover off of the Fuse box located under the hood with one of the fuses left out of it. We took pictures of that. The person at the front also told me that I did not approve the AC in which I did 7/29 And a gentleman at the front told me it was included in the $1292 charge but was not. I want my money back because it is worse now than when we took it in. It does not run and the key is locked up. If they left the cover off the fuse box and a fuse out of the compartment underneath the hood who knows what else they have messed up besides it not running and the ignition locked up

  Business response

  07/31/2024

  Customer dropped vehicle off for diagnostic without an appointment for 2 concerns. 1) A/C not working and 2) Lack of power when accelerating and has black smoke from the exhaust. We got the truck in to diagnose the A/C concern first since our diesel technician was backlogged. Our A/C tech performed the A/C Evaluation to determine that a hose was in fact leaking and required replacement. We did not proceed with the A/C line repair because the complete diagnostic was not performed yet. Once our diesel technician had become available after a few days he started the diesel diagnostic procedure. Upon test drive technician determined that the truck did in fact lack power and did not run well on arrival. When scanned for diagnostic trouble codes there was code P1093 for Fuel Pressure Low While Power Enrich along with other codes related to lost communication with Transmission Control Module. Tech performed pinpoint test based on the fuel code P1093 as that would directly be related to the customer's concern. As part of the diagnostic steps the test request us to check for a fuel system restriction with a vacuum gauge. When tech hooked up the vacuum gauge it was at 12 inches of vacuum at idle and max is 5 in vacuum indicating a restriction in the system. Next guided step was to replace the fuel filter. We in fact did not get customers approval for the fuel filter replacement but felt as though we were ok to replace the fuel filter to continue our diagnostic as in most cases the fuel filter will correct the customers' concern. Technician replaced fuel filter which causes the system to lose fuel prime. Technician primed fuel system as normal by using primer button on filter head. Once fuel system was primed the truck would crank but not start. Technician performed pinpoint test and found that there was fuel getting to the high-pressure fuel injection pump but only building 229 psi of pressure which is not enough to start the engine. Tech verified his work with the fuel filter to make sure he did not create a fuel leak or air leak in system and was all ok. At this point I made contact with ******* ******* as he provided only his contact information at drop-off. I explained fully and clearly as explained above to him the current condition of the truck and that we had replaced the fuel filter up to this point. He acted as though he understood the situation completely. At that time, we determined that there were 2 possibilities causing the no start condition of the truck, either the fuel injection pump failed once the fuel system lost prime during fuel filter replacement or that the injectors had excessive fuel return values not allowing the truck to build fuel pressure to start. It was discussed with ******* the 2 possibilities and that before we moved forward with either costly repair that it would be best to run compression on the engine to make sure the health of the engine is worth putting a large amount of money into. At that time ******* authorized the complete cost of the diagnostic, fuel filter replacement and the compression test and to proceed with the diagnostic. I gave the technician authorization based on the conversation with ******* to move forward with the compression test. Approximately an hour to 1.5 hour later I received a phone call from a lady that presented herself to be with ***** ******, now determined as *******. ******* stated on the phone that the truck has been giving them problems lately and they just spent a large amount of money i.e $10,000 fixing the truck recently but could not remember what was fixed and that they were not wanting to put any more money into the truck. I put her on hold to see the technicians progress on the compression test or if he had even started, when I found the technician, he had several tools laying out by the truck and was torn apart. The technician stated that he was already halfway done with the compression test. I then returned to ******** phone call as she was on hold and told her unfortunately the work was already started and halfway completed. I could tell she was not enthused with my answer, but I stated that ******* had already authorized the further diagnostic and that we would stop all work/ diagnostic when the compression test was complete. We completed the compression test as authorized by *******. The compression test revealed that cylinder #7 had low compression that was out of spec. The truck was "trapped" in the bay by 2 trucks tore down in the front and the rear of it, so the customer was told that the vehicle was not ready for pickup at that time but would be later in the day or in the morning. When the truck was removed from the bay ******* was notified of the completion and the final cost which had not changed since authorization by *******. I was then contacted by ******* shortly after expressing her displeasure of the cost of work performed and that she had not authorized the fuel filter and was still upset that the compression test was completed. I tried to the best of my abilities to explain and have ******* understand the timeline of what happened during the diagnostic. At that point ******* became very upset over the phone using profanity to further express her displeasure in which I tried to explain again that we were all on the same page yesterday and that both conversations ended civilly. I was truly caught off guard as to her complete change in demeanor from the previous day. The conversation ended with more profanity as to which I explained that the vehicle was ready to be picked up, she continued on that she would be giving us a bad review and reporting us to the BBB and proceeded to hang up. ******* came in and paid for the repair bills and did not ask for any further explanation of the work performed or the current condition of the truck having to be towed from our shop and left. I was then met with an unpleasant Google review later that evening and this BBB review this morning.

  I understand ******** frustrations and sympathize with her. We are not in the business of doing our customers wrong and have been in business for many years with a great reputation. I feel as though this is an unfortunate case of bad timing. Yes, the vehicle was driven to the shop but was in poor running condition on arrival. We tried to diagnose the customers concern within our abilities and was met with a failed component in that process that is causing the vehicle to not run. The customer is unwilling to further repair the vehicle due to the cost and I cannot force them to repair it back to running condition.

  The fuse box cover being left off was a simple oversight while trying to get the vehicle back together and we apologize for that. 

  The ignition sticking was present at the time of drop off and during the diagnostic process, we did not think much of it because it is a common issue with many General Motor trucks of that age.

  Customer response

  08/12/2024

  I just received your email regarding my complaint that I did not respond in time to the complaint this is the first email I got showing that I did not respond. You gave the business 10 days to respond but only gave me 7. Yes I do want to respond. I will open another case if I need to. All of what the business is saying is not true. The tow truck operator even said that they had put it in a very tight place, so it was hard for him to get out and was not gonna charge us extra. My vehicle was running when it went in. The fuel filter did not run then they should’ve taken care of that instead of having us go to it back, they were also very rude at the front desk. When I went in, I didn’t want to speak to anybody because I was trying my vehicle home and I didn’t want to leave it there. Don’t need an explanation from them regarding their business practice. If somebody brings a vehicle in that is running the same way. They did not offer any other of what he is saying I have the paperwork prove it. They have had several bad complaints in the last year. The ones that are good are from years ago, so I’m not sure if it has changed owners. Our ignition was perfectly fine too so that is another lie. There was never anything wrong with the ignition and a small oversight For leaving the cover off to our fuse box ? To me that is not a small oversight. If I have to take them to court, I will because everything that he said is a lie. Being Plumber, we would know what was replaced on a job we wouldn’t need to ask the consumer what was replaced because we would know that. I still think the business is a bunch of crooks. I have talked to other people saying the same thing. Yes, I did tell them that I was gonna be turning in them into the Better Business Bureau because once again my truck ran there was nothing wrong with the ignition when we brought it in, and I had to tow it home. 

  
  

  Customer response

  08/14/2024

  As I told the technician over the phone after days of being at their facility I was more concerned about the AC than the lack of power but seems I was ignored. As it states as problem 1) on the information provided by the business. The first concern was the AC.

  Business stated in their response that the AC problem was found right away, but did not call us to make repairs or to see if we wanted to further investigate the lack of power. 

  ******* states it started and ran just fine it and had lack of power when he accelerated the gas. 
  

  Our first concern is nobody called for authorization to have a fuel filter replaced which cost over $250. When the technician called from the business, he told ******* that the fuel filter was already replaced according to bosses orders, which he referred to as a female. Again, the truck started just fine and ran just fine. The truck Did not accelerate like it should when we took it in. 
  

  The $10,000 cost that I referred to had nothing to do with the AC or the lack of power. 

  This was a work truck and we did lose money because it was in the shop so long. Again, we were never notified that the fuel filter needed to be replaced. We were notified after the fact which wouldn’t have been that big of a deal if the truck would’ve started and drove off the lot just as we took it in. 
  

  Yes, we did tell the business we would contact BBB because when we took our truck in it started and ran just fine. It lost power when the gas was accelerated. In fact ******* was working out of it up until the day we took it in. 
  

  I called several times during the 10 days trying to see what was going on and why the truck was being kept so long . I was never given a straight answer and was told they were still waiting on a bay to get it in but it would be soon. In several  of their reviews on Google customers stated that things other than what was causing issues were done and they were charged. Another review stated that they kept the vehicle for days and it was a business vehicle . Another review stated they did not know what they were doing with diesel vehicles and parts being put in without approval . I guess I should’ve read the reviews before taking it to them. 

  According to the paperwork everything was done the day we picked it up,  also approved at the exact same time of day and by different technicians. This was not accurate because ******* was called by the technician a couple days earlier and they told him that the fuel filter had already been replaced. 
  

  The biggest issue we have was being charged for the fuel filter when it was not approved and not being able to drive the truck out of there as it went in. 

  When the truck driver showed up to get the truck, he said that it was in such a tight spot that he had a really hard time getting it out. He stated he would not charge us the extra to do so. Good business practices! 

  By the time we got the truck home, we tried to start the truck and the key won’t even turn over. We don’t believe it’s even the right key the way it acts. 

  The ignition sticking is not true. We are trying to find the spare to see if we were given the wrong key. 

  Also, leaving a fuse out and the fuel cover off inside the engine is not minor.  If it was running and fell down to the engine it could’ve caused damage. 

  Our biggest complaints are no authorization for the fuel filter to be replaced and not being able to drive the truck off the lot as we took it in. 

  In our eyes this is not good business practice. If somebody takes a vehicle in and it runs, then it should leave the same way. It clearly states in the description of the work done that after the tech changed the fuel filter, it would not start. Therefore, it did start upon arriving. 

  To me there is something wrong there. I will not recommend this business to anyone because I believe they have poor business practices. Never in my life did I take a vehicle in running and get it back with a tow truck after paying  $1300. Again, we are going to try to find our spare key so we could see if that’s the issue because there was no issue of the key turning in the ignition.

  Business response

  08/15/2024

  We have made the decision to decline any type of refund to the customer. We feel as though it is an unfortunate situation but ultimately does not fall on us or our financial responsibility. As stated in our original reply the customer, *******, was made well aware of the situation and status of the truck. At that point the customer authorized further diagnostic, the compression test along with the work already performed and explained, the fuel filter, diagnostic and A/C evaluation. It was not until the following day when the authorized work was complete that the customer became upset. It is quite obvious that there was some miscommunication on the customers behalf between themselves and I feel as though it is being directed at us. From the previous communications and interactions with the customer(s) we are unable to make them understand the situation and that it is not our responsibility. All of the work that was authorized and paid for was completed in its entirety and we will be unable to provide a refund towards those services rendered. Thank You.

  Customer response

  08/16/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  
  The wrench did not address anything in my response. We did NOT approve for the fuel filter to be replaced. It was the “boss ladies orders” is what the technician told my husband. There was nothing wrong with ignition when it was left  at their shop and now it’s locked up. It was running when we took it in. Then we had to have it towed home.  The paperwork is not correct.  Everything was supposedly  approved and stamped on the day we picked it up at the exact same time by three different technicians. The fuel filter was replaced on a different day and never approved. 
  

  - The truck ran when it was taken to them

  - The key turned just fine-NEVER HAD problems

  - It had to be towed home-unbelievable 

  None of that was addressed at all in his response.  
  

   

  What I do want is honesty which you can see he’s not wanting to address. In addition , you can see in his responses, none of those concerns were addressed as to why they happened. 
  
  All of which I stated is true and accurate. The company knows this as well. 
  They are really contradicting themselves when they said that they changed a field filter and it didn’t start. How would they know that when the key is locked up in the ignition?  I think there’s a little dishonesty going on there.

  I just want people to be aware of their practices. None of what happened to our vehicle makes any sense whatsoever. Changing out a fuel filter is not going to make the ignition lock up. Still don’t even know if it’s the correct key. Will have to contact the GMC dealer to get a new one. 

  Do your research before taking your vehicle to someone. We were not the only customers that had the same exact issues with this company and a very poor experience. 

  
  Regards,
  
  ******* *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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