ComplaintsforTire Xpress Union Gap LLC

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date everything began was in 2021 in September my vehicle was purchased in July needing a new engine in September they swapped the engine and continued to see issues paid again to get it fixed radiator broke paid again and again until 12 or 15 times in total of more than **** in repairs and currently my warranty for the first engine didnt cover so now I have to pay for a new engine part or repair isnt a few months of repair and come back to do it again they are either not doing a good job or the mechanics arent certified i dont know but what I want is for them to at least pay for half of the new engine or full cost coverage because its been to many times Ive gone here for repairs with no end in sight its just wrong what their doing to me as a customer I want my money back I didnt drop all that money to expect no end result to the repairs like come on and now more money down i its been going on since September ******************************************************************************************************************************* the end I want my money back !

  Business response

  11/16/2022

  Hi, 

  There seems to be a deviation of facts and dates. I am not sure when you bought the vehicle, and this complaint makes it seem as you purchased the vehicle in dispute from Tire Xpress. The vehicle did come in our shop 10/20/2021 and was actually scheduled in by Auto City, where your purchased your vehicle from, and is a dealership we do some mechanical repairs for on some of their vehicle. The vehicle came in with a engine not cranking over. We performed a diagnostic and found the engine was shot, and was the reason why the engine was not cranking over. Auto city then advised us your purchase of your vehicle came with a service contract that covered major break downs with a limit of liability threshold on major components. We started the claim process and the warranty company first declined the claim as they wanted more information on why the failure happened. Auto city got involved with the warranty company, talked to management, and finally were able to get extended warranty to send their own inspector. After two weeks of the claim process your warranty company decided to pay for the engine repair with the limit of liability threshold of $3000.00 that your extended warranty covered for engine failure. The total cost of the repair of the car with a used engine that came with a part and limited labor warranty of 12 months/unlimited miles was $3180.21, and the cost of the tear down for the engine was billed separately in the amount of $907.28 as your extended warranty required us to open the engine to determine what caused the engine failure in the first. Upon tear down the inspector found a piston broke off the original engine causing internal failure beyond repair, and approved the claim up to their $3000 thresh hold of liability. Auto City and you then worked the details on how the $1087.28 that your extended warranty did not cover. You took your car home on 11/18/2021, and the car never came back to our shop until 06/20/2022- which is exactly six months later. On 06/20/2022 the vehicle was brought in for a coolant leak. We scanned computer and found no codes, but upon our inspection and as described in your receipt found the leak was coming from a changed thermostat done elsewhere. We diagnosed car and recommended to change the thermostat and customer was billed for $210.76. Customer also complained of ac not working properly and we inspected for that as well, and found the ac condenser had a leak, and advised customer to change condenser, in which cost of repair totaled $533.50. The customer needs to be a where that the condenser is part of the ac system and has nothing to do with the initial repair. We cannot be held responsible or liable for any future repairs his vehicle will need-just because we did an engine repair for him back on 11/18/2021. The customer then called  us to complain of another leak on 07/24/2022 and a overheating issues. We told customer to bring car in to the shop. Upon our inspection we found the vehicle cooling fan had failed and was needing replacement and is the reason why the car had overheated. We also realized the car was ran at a temperature where the radiator cracked, to the point where it needed a new radiator. We also advised the customer if he had done any other work to the radiator as the radiator currently in the car was an aftermarket radiator different to the *** one. Customer approved repair for new radiator and ac vent, and new ambient temperature sensor to ensure the cooling system of the vehicle was working properly. On 09/21/2022 customer brought back vehicle for inspection for overheating issues. We told customer to bring car into our shop, and that we would look further to find out what was the issue. Upon our inspection we found the head gaskets on the engine were the one responsible for absorption of coolant. We found that the radiator and thermostat we working properly,  and found no evident coolant leaks or water leaks. We performed head gasket test and the test proved that your car had a blown head gasket causing coolant absorption through there, and the leaks were not going anywhere else. Our service writer than advised you that your car had probably been overheated when the fan went out to the point that it had caused a head gasket issue. Customer than argued his engine had a 12 month unlimited warranty which was correct, but we also advised customer that engine warranty through the part provider also had its fine print in reference to seeking coverage based on failure happening due to an overheating issue. Customer was advised of overheating problem- yet customer refused to take our diagnostic of what happened and told us he wanted us to send his engine to ******* where we initially bought the engine from. We then tore down the engine for which we still have not been paid for and sent engine to the  part company( *******) for their inspection. ************ Parts, where the engine was initially purchased and where the part and limited labor warranty is covered upon their inspection found that the engine had been overheated to a temperature beyond ******************* degrees, and the evidence of this is the melted tabs that are installed by them to ensure overheating by the customers is not the cause of part failure. ******* after there inspection for warranty claim replied as follows: : "******* has installed a heat tab on the engine prior to delivery. This heat tab will melt at a predetermined temperature (*see definition below) to indicate that the engine has been over heated by the consumer. Once an engine is overheated like this, it will cause a blown head gasket. This is the reason for the return. Refer to the pictures provided that shows the melted heat tab and provided us with pictures of such melted tab. The customer was then advised of part provider diagnostic and informed his claim on the engine had been denied. Customer has then been unreasonable to come up with a resolution to his car, and has instead chosen to show his frustration by showing up to the shop and drawing inappropriate message with water or pee, I honestly do not know. Customer has also not paid us for engine tear down. At this point we can try and help customer out as a courtesy and not out of obligation to get head gasket repaired at a reasonable price. But customer has been  unable to negotiate with us in a respectful manner. We have at all times tried to de-escalate the situation by acting in good-will. We could have had his car towed by towing company at this point, since customer has came to our business in a disrespectful manner, drawing p**** symbols and driving through our lot at high speed. Customer has been caught on our camera doing such acts, and a police report has also been filed for our records. We were advised to have his car towed, but are in no way trying to incur any additional costs to the customer at this point. We can understand customers frustration, but cannot be responsible for his cars future repairs and cannot predict if the condenser, radiator, ect will go out. If customer is frustrated to the point he no longer wants to repair he can also consider the option of trading in vehicle or figuring out a way to fix his car at a reasonable price. We are not refusing to negotiate with customer in a reasonable way out of courtesy and in good faith, but we want to make something very clear- we are not responsible of future repairs the vehicle will need, beyond our part and limited labor warranties that are provided by the part suppliers or manufactures. Customer can make an appointment with me to negotiate further if he is planning to do so in a respectful manner, and if he is not willing to do so, he can pick up his car at this point and is not obligated to continue to do business with us.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have brought my vehicle here since September of 2021 for repairs I have not seen any changes in my vehicle no signs of repair or getting better. They keep bringing up problems after problems month after month of being here. I have talked to them because they have replaced the same parts twice already and it seems like an endless cycle of no end in repairs. I have been told I need to pay an additional 2 thousand dollars for repairs and this is mechanic negligence I am looking for help since I have already paid ********************************************************************************************************************************* my vehicle I have talked to the shop and they dont want to help or take responsibility for doing my cars labor wrongly. I was disrespectfully turned away from help and said everything is my doing my issues my fault I dont believe after a whole year of different types of repairs and issues month after another its not my fault I want help because its already an endless cycle of repairs.

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