Complaints

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally brought my truck into this shop for an injector repair in August of 2022. It was returned to me at the end of September and I paid 2,701.30 dollars for the repair. However, the truck broke down the following day and I then had to tow it back to the Auto Shop. My truck went through another set of repairs at this shop, and it took them 3 months to get it back to me (December 2022). They charged me again for new parts that I was told were critical to fixing the truck so I paid them another 765.51 dollars. Once I got the truck back on 12/13/2022, it didn't even last the day and the truck was back in the shop that same day. They wanted to try and fix it again; it took them another 3 months to get it back to me and the truck is still not running correctly. I attempted to test-drive the truck on the freeway after it was returned to me but it broke down, and I had to pay for a tow truck to get it out of the freeway and bring the truck back to my house. At this time, I do not feel comfortable taking the truck back to the auto repair shop because they keep asking for more money and the truck is getting worse.

  Business response

  04/26/2023

  We offered a refund for the customer after the first visit, but we advised the customer that he would have to return the new parts that we installed and he declined. The second repair was done and the truck had another issue and they still approved us to proceed. After the 3rd replacement of the injectors which we covered parts and labor 100% we advised the customer it is a fuel contamination issue and the injector company would not warranty them again unless the whole system was cleaned and a additional filter system was installed, again we advised the customer and he agreed. I personally told them we would install the auxiliary filter system free of labor if they covered the parts costs due to the price of it being upwards of $1700.00 just for the parts and cleaning the entire system is very labor intensive and he agreed for us to proceed. The customer never paid us for the auxiliary filter system when the vehicle was picked up, 3 days later they call and said the vehicle is running fine but smoking out of the exhaust, I told them to let us know when the vehicle was back at their house and I would send someone to them to look at it to make sure nothing is wrong. They did not call until 2 days later and said the truck was leaking fuel and the truck was 2 hours away being driven, I advised them just because it's leaking fuel doesn't mean it's something we did but would be happy to look at it when it gets back in town. 2 days later one of the gentleman showed up at our location with a invoice for a line that said needed to be replaced which is metal line, we were very concerned about it and asked if he could bring the damaged line in and he said he would the next day and never returned with the faulty line. This is the last communication we've had with the customer, we have  been very fair and understanding of their issues over the whole situation. 

  Customer response

  05/01/2023

   I am rejecting this response because:
  
  I was never offered a refund and the truck spent 5 months in the shop. The truck was given back to me 3 times and each time the truck needed to be towed back to shop. I was told that I would be refunded the cost of the towing and this never happened. I inspected the truck and the exhaust brake was removed from the truck and never replaced. One of the diesel lines was also broken. The last time the truck stopped working, I was about an hour from the shop. I had tried driving it that day because one of the workers at the shop had authorized me to do so. He told me it would be normal for the truck to blow smoke for a little bit after this kind of repair but the truck also stopped and then started leaking diesel when I tried test driving it. I called the shop and I was told that they didn’t have any time to help me with the vehicle. The truck is currently out of commission and smokes whenever I try to use it. I spoke to the owner previously at the shop and he was supposed to call me back to resolve this issue and I never heard back from him.

*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. ↩