ComplaintsforAuto Service Experts

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently went in to get my car repaired at this shop through extended warranty this was my first time ever using this shop. I told her exactly the issue which was overheating then the car was stuck in park. She then lied and told me i did not tell her about the overheating which i clearly did. I asked her if her calls are recorded, she said NO i thought to myself how convenient for her. Then i asked to speak to the owner which she repeatedly said she was the manager and did not want to let me talk to anyone but her not even the mechanics. Finally, she let me talk to the owner who was very aggressive when answering the phone and he says the calls ARE recorded and that i did not say anything about the car overheating. That is lie Number 2 why would the receptionist that has been there *********************************************************** how long she was there because she never makes mistakes. Customers are wrong never her. So, i got upset and now they do not want to help i just paid 540 on repairs and am still walking with my 2 small daughters who are 5 and 7. They have 0 empathy, and they need to be investigated because my car came out of the shop worse than when it went in. Then i go back and they want to charge me the deductible again not even a week later which is outrageous. No even ************************************************************************************************************* on top of everything else. That is bad business.

  

  Business response

  08/26/2022

  Tell us why ***** customer had her ************************************************************************ park and a transmission light came on. We repaired the shifter problem. The customer picked up the vehicle. After putting 300 miles on the vehicle, the customer called and said the vehicle was overheating. We told her to bring it in and we would look at it at no charge. Upon inspecting the vehicle we saw that the lower radiator hose assembly was leaking. We found electrical tape on the hose and the customer informed us that her neighbor had attempted to work on the vehicle. We let the customer know that the vehicle had a very strong overheating smell and that after the coolant hose repair, a block combustion test would need to be performed to determine if the vehicle has a blown gasket or cracked head. The vehicle's extended warranty does not cover the radiator hose assembly. The hose assembly for her vehicle is also on national backorder. The customer became irate and yelled foul language at our staff. Despite her disrespect, we attempted to help her by calling her warranty company and trying to get them to cover the repair. We also called Carmax, where she had just recently purchased the vehicle, and we talked to the manager, trying to see what we could do to help her.
  
    We repaired the shifter issue the vehicle was brought in for and were unaware of any overheating issues. The vehicle did not overheat while originally in our possession, it did not have the odor characteristic of an overheating engine, it did not have an overheating light on, nor did the scan show a diagnostic code for overheating. The diagnostic code for overheating was present when the customer brought the vehicle back in. The invoice clearly states the problem the vehicle was diagnosed for and all work performed, none of which was related to overheating. We correctly diagnosed and repaired the issue and stand behind our warranty on the work performed. We did not charge a second diagnostic fee, even though it was a completely unrelated issue. Her warranty company determines the customer's deductible.re...

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