ComplaintsforComplete Automotive Solutions, Inc.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an oil change done at *********. The oil leaked out while parked. ********* sent a diagnostics vehicle to my home and the computer said it was my turbo. My vehicle was towed to this place. They took my engine apart and said I need a new engine. My warranty company refused to pay. I paid $340 for their diagnostics and tow. However they placed my engine parts in the trunk of my vehicle rendering my vehicle undrivable. My vehicle drove perfect fully fine accept for the turbo. I want my car put back together the way it was.

  

  Business response

  08/16/2022

  Hello, Mr. ***** is generally correct in his recollection of the events as he is correct, his car was serviced at another location and when he got home he had oil all over his driveway.  However, he did leave out an important detail, he car did not run fine at that point; in fact during the initial conversation he described hearing a noise and then the vehicle started running rough.  It was not drivable, so he had it towed to our location to check it out and see if it would be covered under his extended service contract.  My ***** gave us the information for ********* Automotive Warranty.  At this point we followed the exact protocol that all professional repair shops need to follow when dealing with customer complaints that are seeking extended warranty coverage.  We called ********* to start the claim, provided all relevant information.  The warranty company then told us the same thing that all extended service contracts say, "you need to call the customer and get their authorization to tear down and diagnose the problem; if it ends up being a covered repair then we will pay for diagnostics, if not the customer is responsible".  Jack H******* the General Manager then called Mr. ***** to get his permission to tear the motor down knowing it would be responsible if it wasn't covered.  Mr. *****'s exact reply was "yes, please do.....there will not be any problem getting this covered because I know a woman over there and as soon as you call it in, she will get this approved".  Mr. ***** was clearly informed of his responsibility to pay any and all diagnostic and tear down time if it was not covered.  This is also clearly stated in his contract with ********* which I have provided a sample copy showing this.  Please refer to the attached PDF document and go to page 3 to the section titled "FILING A BREAKDOWN CLAIM:" and refer to outline number 5 which states the customer will have to provide authorization.  In Mr. *****'s own complaint, there is no question that he provided authorization to tear it down.  An inspector came to our shop to personally inspect the engine (which of course he needed the engine apart to the point of failure).  In the end, Mr. ***** was not able to provide the warranty company with the required proof of proper maintenance records, therefore the warranty company denied his claim.  We reviewed this with him and he understood and agreed to pay the tear down/diagnostic time and he asked that we tow this vehicle back to him home.  He then called and said maybe he would just try to drive it which we of course told him could not be done since it was torn down for the warranty company.  He did not like that and said he brought us the car with the engine together so it should go back to him that way.  We explained that we would be happy to put it back together but he would naturally have to pay for that time just like he did the tear down.  He still didn't like that, but he came and paid us for the diagnostic time and vehicle tow, so we had it towed back to him.  He then called screaming at our service assistant saying that it was wrong that we left parts of his engine in his trunk which we tried to explain is the standard protocol in our industry as you are not going to put the parts on the interior of someone car, but he screamed and yelled and hung up on her.  This seems to be the basis of his complaint but we did nothing wrong.  Clearly he agrees that the warranty company denied his repairs, he agrees he was responsible for the cost of diag and teardown, but he is upset that we wouldn't put it back together for him for free.  In no way is that our responsibility, we would have been happy to do it if he agreed to pay us to do  so and since he didn't want to pay us to put it back together, where were the parts supposed to go....the trunk is the industry standard to put any parts taken off.

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