Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thé problem arose when I first purchased the vehicle from T***** ******** He)B****** gave his credit card number to Lounsbury to pay for my vehicle they was not working properly ( he did what was right) when I went in July they had fixed all issues they received money for. This process was done I. July there was an issue with the catalytic converter I was told and was covered under warranty. Usually the life of catalytic converter after it is changed is 3-5 years. Spoke to three different people one lady that was the head one, M E*, B**** G*** they all told me it was fixed back in July 2023 under the warranty now I am having issues upon issues my mechanic told me that this was the probl´em. Error of the same problem I have called a numerous times, with all the same answers like I was the issue. I want what is to be done right.

  Business response

  16/10/2024

  Good afternoon,
  In regard to M** ******* complaint #22392940. M** ******* first made contact with our service department in June of 2023 regarding his 2017 ***** Encore, *****************, and was given an appointment on or around June 12, 2023.
  The issues at hand were as follows.
  The vehicle was towed in, customers had multiple electrical issues; doors lock, unlock etc.
  Cruise control inoperative
  The customer says he has brake pulsation when applying brakes
  Noise over bumps in front end
  Our certified technician spent approximately 4.6 hours on the first job as he was getting multiple loss of communication between modules, checking each one individually. He found the issue to be within the aftermarket remote start that was previously installed by another garage.
  The second job for cruise control was also fixed by the first job repair. The brake pulsation was found coming from the rear brake’s rotors out of round/replaces rear brake rotors to fix his issue.
  Finally, the noise over the bumps was caused by a left front stabilizer link broken.
  All jobs on this repair order were completed and paid for by the dealer that sold M** ******* the vehicle in N*** *******
  
  On July 4th 2023, M** ******* brought his car in for his cruise control inoperative and rubbing noise from rear wheels/ vibration.
  The cruise control was working fine upon inspection and test drive, while the rubbing and vibration was caused by the rear winter tires scuffing causing the issue.
  This invoice/diagnosis was paid internally by Lounsbury in good faith.
  On July 10th 2023, M** ******* came in with a check engine light on. The vehicle was diagnosis by our certified technician, and it was determined that there was a defective catalytic converter.
  The part was ordered and installed on the 20th of July 2023. The job was completed and paid in full by G****** ******* warranty.
  In late August or Early September of 2024. M** ******* called and spoke to our service advisor stating that he was told he would have to book an appointment for diagnostics. M** ******* asked if he would be charged for this. Lounsbury’s advisor reply was “There maybe a charge depending on what we find, we cannot diagnose the issue over the phone”.
  M** ******* stated that he would wait as he didn’t have much money at the time.
  At no point did M** ******* schedule an appointment with us.
  In September, our service manager received a message from M** ******* asking him to reach out to M** ********
  D*** ***** and I called M** ******* and left him a message to return his call at his convenience.
  D*** never received a call back for Mr* ********  Then on October 8th, 2024, M** ******* reached out to D***, service manager, to see if the issue was resolved.
  Once again, D*** called M** ******* and left a message to call him back. That afternoon, D*** had a message on his cell phone from M** ******* stating that nothing more needs to be said at this time and any further communication can be done through email.  And Mr* ******* also advise in his message that he would be calling the Better Business Bureau and they will figure it out.
  M** ******* did not give us a chance to diagnosis his vehicle. We would like to have our ** certified technician verify his issues with his 2017 B**** ******. We still cannot commit to a no charge repair, however we will commit to a no charge diagnosis, as good faith on Lounsbury’s company.
  Copies of previous repairs order available upon request.
  
  N**** *******
  General Manager
  Lounsbury Automotive
  

  Customer response

  29/10/2024

   I am rejecting this response because:
  
  I dont agree with their response. I called them back in September,2024 because I had issues with it. They were paid by Trevor Battist for all the issues that were supposed repaired. I got my car diagnosed by my mechanic the picture will follow. I received numerous calls from lounsbury center to meet with them. Even before they gave a response to you. I spoke with Doug Smith admitting the the life of catalytic converters life is longer then 1.3 or 3-5 years. It would have been more. The problem from day one if they changed it would havane been resolved from the July,2023. The car has been been diagnosed three times with same results. It should have been fixed from the time I went there in July ,2023. I should not have to fight like this for their crookedness. It has nothing to do with anything but doing the right thing which should of been done from day one. Putting something on paper is different then doing it. I will pursue other endeavours for the right thing to be done. They should have fixed it from the time I went their and they got paid to do so. 

  They never fixed the issue from day one, T***** ******* blindly gave his credit card to pay for his part. The brand is theirs I went to them with an issue that was not fixed. D*** admitted to me that the life of catalytic converter was longer then what I had mentioned. I will hire a lawyer if need be. The ball is in their court make it right. 
  

  
  

  Business response

  31/10/2024

  In response to M******** latest complaint, he refers to repairs that M* ******* paid for, this has nothing to do with the catalytic converter replacement in which he said we didn't not do. M.Carrier tells us that his mechanic says that we did not replace this part. We have documented proof that we replace the catalytic converter in July 2023, this was done under the ** emission warranty. 

   M* ******* refuse to bring his vehicle to Lounsbury's shop multiple times for us to verify the issue. This being said, his last words were that he was hiring a lawyer, and we will see him in court. 

  D*** *****, our Fixed Operation Manager, booked an appointment to have the vehicle diagnosis on Monday Oct 28th at 2pm, and that day M* ******* call back to say that he was not bringing the vehicle as his mechanic has already diagnosed the vehicle. 

  At this time, we feel it is not in either party best interest to bring his vehicle back to our shop as he has told us multiple time that he does not trust us.  As per M.******* said, we will wait to hear from his *******

   

  N**** *******

   

  Customer response

  01/11/2024

   I am rejecting this response because:
  From day one again T***** ******* gave his card to get issues fixed they charged him1444. They did not change it as the car would perform better and yes M*** ******* see you ** ****** You lie and expect people to be ok with that. You did not fix it. I will do what I have to do your crooks and get away with hell. Logic says that you don’t want to fix it you said you would only do a diagnosis what makes it difference from one computer to the next. The proof is there black and white. A computer doesn’t change from one to the next. The picture is there again a computer don’t lie also T***** ******* did give his credit card to them. They need to make sure they are certain they want to proceed with court because I will. The credit card bill was added as well received from T***** ******* 

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩