ComplaintsforBuckeye Complete Auto

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe Complete ********* over charged me for labor and preformed and service I declined.Buckeye ********* charged me $1,221.08 for labor. **************** **** told me they charge $155.00 per hour for labor. With what they charged me and what they charge per hour, would be that they worked on my car for ***** hours. I believe they only worked on my car for 4 hours. I dropped off my car on a Tuesday, They said they would need to keep it overnight. I called the next morning around 11:00 AM to see if my car was ready. A service manager by the name of ***** said they had trouble finding a power steering pump to replace the old one. ***** said he just got one that morning and call back in an hour. I made my way down to the shop at around 12:00 p.m. They were still working on car. Around 2:00 pm I asked what was taking so long, the Grant ********* said call back in an hour, now we are going on hour 3.(11-2) I told the **************** **** **** that you have had my car for twelve hours now. I told him I shouldn't be paying for the slowness of your mechanic. After that my car was pulled out of the bay, about 45 min. to an hour later. Also they were supposed to bleed the power steering system. I don't believe this was done because my car makes a howling noise when I drive it. The mechanic and the service **** said that is caused by air in the system, the noise will go away after you drive it awhile. It has been a week still have the noise. They were also to preform an alignment not sure if that was done or half done. Mechcanics notes "was unable to adjust the rear toe the adjustments are seized up." Last but not least, charged me ****** for degreasing my engine and for a ***** can of degreaser. I declined this when I declined the replacement of the Manifold Gasket.

  Business response

  10/22/2024

  I am sorry that Mr. *********** is unhappy. We did try to explain the situation when he was here. The following are explanations of our processes and procedures related to his complaint:
  
  1. No work was performed without the cost of parts and labor being disclosed and sent to Mr. *********** ahead of time. We only proceed with work after receiving digital or hard copy approval from the customer, which, to be clear, was obtained for this job (see attached).
  
  2. The total time required to complete the repair was 8.18 hours.
  
  3. We explained that the delay occurred because we received an incorrect part, though this did not change the cost of the job. We accept these types of issues as part of our industry, and we communicated this to the customer.
  
  4. We would have preferred to keep the vehicle longer and drive it more to ensure all the air was out of the system, but the customer declined and stated he wanted his vehicle. While this is not our preferred way to return a vehicle, it was not a safety concern and would have resolved itself after a few miles of driving.
  
  5. Regarding the degreaser, Mr. *********** approved which is clearly on the Power Steering quote its use as it was necessary for checking for leaks, given that his vehicle was covered in oil. As with all aspects of the job, this was presented and approved by the customer before any work was done.
  
  6. All work was completed before the vehicle left. Just to clarify, for this particular job, the front cradle holding the engine had to be dropped in order to install the Rack and Pinion, which explains the time it took.
  
  7. For additional clarity, Mr. ************* complaint appeared to stem from seeing his car in our building for only a short time during his visit. We explained that we inspect a vehicle, then move it outside to inspect others while waiting for approval or parts. We do not leave a vehicle in one spot until the entire process is completed.
  
  We are in this business to make money, but I want to be very clear that we aim to earn our money honestly and with integrity. That is what we pride ourselves on.

  Business response

  10/22/2024

  I am sorry that Mr. *********** is unhappy. We did try to explain the situation when he was here. The following are explanations of our processes and procedures related to his complaint:
  
  1. No work was performed without the cost of parts and labor being disclosed and sent to Mr. *********** ahead of time. We only proceed with work after receiving digital or hard copy approval from the customer, which, to be clear, was obtained for this job (see attached).
  
  2. The total time required to complete the repair was 8.18 hours.
  
  3. We explained that the delay occurred because we received an incorrect part, though this did not change the cost of the job. We accept these types of issues as part of our industry, and we communicated this to the customer.
  
  4. We would have preferred to keep the vehicle longer and drive it more to ensure all the air was out of the system, but the customer declined and stated he wanted his vehicle. While this is not our preferred way to return a vehicle, it was not a safety concern and would have resolved itself after a few miles of driving.
  
  5. Regarding the degreaser, Mr. *********** approved which is clearly on the Power Steering quote its use as it was necessary for checking for leaks, given that his vehicle was covered in oil. As with all aspects of the job, this was presented and approved by the customer before any work was done.
  
  6. All work was completed before the vehicle left. Just to clarify, for this particular job, the front cradle holding the engine had to be dropped in order to install the Rack and Pinion, which explains the time it took.
  
  7. For additional clarity, Mr. ************* complaint appeared to stem from seeing his car in our building for only a short time during his visit. We explained that we inspect a vehicle, then move it outside to inspect others while waiting for approval or parts. We do not leave a vehicle in one spot until the entire process is completed.
  
  We are in this business to make money, but I want to be very clear that we aim to earn our money honestly and with integrity. That is what we pride ourselves on.

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