Complaints

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I needed repairs on my truck the engine was acting up , took it to Auto Clearing in Saskatoon , they quoted me $4,567.60 for the work that need to be done which is on the Engine , all engine filters ,all push rods, both head gaskets, intake gaskets, 4y-pipe bolts 4y-pipe j joints , 8 letters of coolant and the oil change. they gave me a written quote which i still have , So at this point I gave them the go ahead to do that work , once the work was done the actual cast was $5,330.64 and as soon as i paid for the work and drove it off the lot mi noticing black smoke i gave it back to them and hey agreed to take a look , they did , and said they will fix it , some time has past , i was told it was fixed again, only to notice the same problem , i have talk to the person that worked on and they referred me to the supervisor ,i have talk to them and at this point he explains that the company informed me that i needed to chance my motor and that it stated on the Quote , It was not explained to me either in writing or in person that i needed to change my engine . The Problem was never fixed infact i was miss led knowingly and had to pay $ 5,330.64 for something that they knew was not going to be fixed. With all the parts they advised me that needed replacing. Now i have taking the truck to a different company and the tehy have Quoted me $8000.00 to change the engine , The resolution i like to suggest is that they give me all of my money back and they can take back all the parts they install, i still have to pay for replacing my motor if i get money back i can put towards the replacement

  Business response

  22/02/2023

  The vehicle came into us July 28/2022 for a check engine light being on. Upon scanning there were numerous codes found for a failing wheel speed sensor as well as an oil pressure issue(out of range, camshaft advance/retard disabled, oil pressure sensor performance). There was extensive ticking from the valve train(upper end area of the engine as well). Upon diagnosing we found the engine in the truck was a used engine and had been replaced at 27071km by another dealership. The customer was unable to supply any maintenance records proving manufacturer routine maintenance had been done. Due to it being a used engine and no maintenance records there was and is no warranty on the engine in the vehicle. Based on customer authorized tear down we found the issue and engine light codes were being caused by extremely dirty oil causing collapsed lifters and most all push rods had been wearing on the ends due to insufficient proper oil supply to the top end of the motor. The quote was given to the customer for replacement of lifters, pushrods, all gaskets, hardware and fluids needed to repair the top end. Spark plugs were found to be badly fouled as well and were changed. Upon contacting the other dealer where the used engine was put in we found that at 27071km the original engine had a piston go through the block. This wasn't warrantied due to lack of maintenance and the customer paid for the used engine replacement and upon a previous conversation with the service manager there, there is still a balance owing on that engine as well. The vehicle was driven after the drivetrain(upper end repair) and no more lifter noise was heard and no related codes returned other than wheel speed sensor codes that were declined for repair. The vehicle sat here for 6 months(free of any storage fees) until it was finally picked up and paid for. 

  Customer response

  02/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  14/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a brand new 2022 Dodge Ram 1500 that is covered under warranty. The truck is also equipped with a *********** box ignition interlock. The truck would not start, so I had the truck towed to the *********** office to be looked at, *********** said the box was fine and it was a mechanical issue with the truck and bypassed the box. I then called dodge and had them tow the truck to their shop under warranty I also told them that I had no intentions of paying for any work and to notify me if work was to be done on my dollar. Dodge then replaced the starter, said the starter failed, then said that the truck would not start due to something with the *********** (unclear information given on this) but I'm assuming the bypass needed to be corrected, so dodge drove my truck to *********** (they started the truck to do this which means the starter was the issue) then *********** fixed the truck so it would start with the button again, and called me saying it was ready. I picked up the truck today. Dodge called me stating they want a credit card for the repair work done. I asked what I was paying for and was told the work that was done. I have no invoice no quote no estimate, I do not think I should be in any circumstance forced to pay anything to dodge for warrantied work stemming for mechanics at their shop that could not properly diagnose the truck

  Business response

  23/12/2022

  Business Response /* (1000, 8, 2022/12/01) */ Truck was towed in for no start. Customer was contacted by service advisor for diagnosis authorization(normal procedure with every vehicle, even if under warranty) We spent numerous time contacting/waiting for *********** authorization for disabling of blow box to determine vehicle or component failure. Once blow box was disconnected and vehicle diagnosed, starter had failed. Replaced starter under warranty for customer. Vehicle still had issues starting. Upon further diagnosis found open/high resistance from circuit T750 being cut and smaller gauge wires going to aftermarket starter disable device, also connected with scotchlock connections. Removed this and used proper gauge jumper wire to test and vehicle started. This likely was the cause of a failed starter as well. Left jumper on to get over to *********** to do wiring repair properly. Informed *********** what we found and they stated the customer would have to pay the invoice and submit for reimbursement. Truck sent over to *********** for proper wiring repair. They released the vehicle to the customer. The customer was contacted about outstanding diagnostic labor invoice and we were told there's no way he's paying us. Warranty is for manufacturer defects, not for third party alteration/install errors. This is not the responsibility of the manufacturer nor the repairing/diagnosing dealer. We were in contact with the customer as well as *********** numerous times as we tried to figure out what was wrong and what the cause was. The invoice is still sitting here for the customer to fully see the detail of the technicians report had he actually come back to the dealership. Our door rate is $157/hour. Our journeyman tech spent 2.8 hours diagnosing/testing wiring/connections/testing starter. That is $439.60 of billable time which I even reduced/adjusted the invoice to an even $300 to help lessen the blow for the customer given the circumstances. The hope was the install company would in fact reimburse the customer in the end as it was their error from what we could tell with what our findings were. Consumer Response /* (3000, 10, 2022/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The truck was not starting prior to the bypass being installed by; a smart start tech. Which means it is a warranty defect. The *********** box had been working fine for 8 months prior to this. Those wires your trying to blame the problem on were not even installed until after the box was tested to be good, but the truck still wouldn't start. So I then towed the truck to you. With the bypass enabled. you replaced the starter. Which your service writer told me was a common issue already on these new trucks. So once again, the issue here is your mechanics didn't know what they were talking about, or couldn't figure out the issue. Wasted time and now your trying to recouperate the lost time through me because your journeyman doesn't want to admit any wrong here. You should've replaced the starter and called it a day there. Starter failed, starter work, give it back to the guys who know what they're doing. I informed the business I was to be called prior to ANY paid service being commenced, unsure why I'm still being charged for nearly 3 hours labour. At most I would pay 1 Business Response /* (4000, 15, 2022/12/23) */ The issue which caused failure was due to a third party interference with the factory set up of the vehicle due to an impairment charge. We stand behind our original response and have nothing more to add.

• Initial Complaint

  17/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used 2019 Ram 1500 Classic from Auto Clearing in Saskatoon in April 2022. A few weeks after I purchased it, I brought it back to their service department to fix the analog fuel gauge and investigate a resonance at 1650 RPM. They fixed the fuel gauge but said the resonance was due to the fact that it didn't have a muffler. All vehicles must have a muffler - they know this. They said the muffler was removed by the previous owner. They knew this because they did the inspection prior to selling me the vehicle. However, they told me that there was nothing wrong with it. I've asked them several times to install a muffler but they refuse (we partly communicated by email, so I have the thread I could provide). They provided me a quote for $3750 to install a muffler. I want them to give me the cash to have the other authorized dealer in Saskatoon install the muffler *****************************

  Business response

  19/05/2022

  Consumer Response /* (2000, 6, 2022/05/19) */ They have agreed to buy the vehicle back. They are currently in process of generating the paper work to make this happen.

*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. ↩