Complaints

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We requested repairs, Oil Pan Reseal and Main Seals replacements, to eliminate the leaks coming from the areas on the way to it. This was our number one concern, we also cautioned them that they should not start the vehicle until they drain old gas, and inspect the oil pan, on the bill they charged us for removing the gas tank and inspecting, but never actually did that they just siphoned the gas but charged for the larger job of removing it. Overall they did sloppy short cuts but charged for more extensive work. The main seal is still leaking, oil . The bolts on the gas tank have never been touched in many years it is glaringly obvious. They wanted to ad a transmission service to be done, and I guess they started it before contacting us to add on additional services we did not request, because my husband found the transmission dip stick bolt missing and the the tube floating around after the service, we explained we do not need a transmission service it was done just ************************************************************************ the same area as the dip stick, we think this is where they were working when they knocked the trim off the fender, The transfer case assembly would need to be dropped to perform the job correctly of replacing the main seals and dropping the oil pan. But they show that as recommended deferred maintenance, but this is what we brought it in for, my husband is an aircraft mechanic, to do the job right it needed to be torn apart all the way up to the Main rear Seal , they never did that, they tried to squeeze a fix in with very little room to work , the transfer case assembly seal was not replaced because of it . Our understanding was they were going to tear it apart and replace the seals along the way out. We were very disappointed, and it is still leaking , they performed sloppy work and we do not trust them to do any more work to our vehicle, we just want our money back, so we can have it done right at another place.

  Business response

  09/23/2024

  To Whom It May Concern,
  
  I am the owner of Eagle Auto Repair. On March 19, the Dahls brought their 1995 ****** 4Runner SR5 to our shop for a number of concerns. We thoroughly inspected the vehicle and diagnosed the issues raised by the customers.We presented our findings to the Dahls and began work on the approved repairs.
  
  1. Fuel Contamination: The vehicle had been sitting for 4 years, likely leading to fuel contamination and potential varnish buildup. Our experienced mechanic, with over 25 years of experience, dropped a bore scope into the tank and examined the surface in detail for traces of buildup or varnish. Finding none, the technician used a suction device to pump fuel out of the tank.
      - Diagnostic charge: $0 (waived from $172 as a courtesy)
      - Repair charge:$416.81
  
  2. TPS Sensor Installation: The customer installed a TPS sensor and was unsure of its adjustment. We examined the installation and confirmed successful operation.
      - Diagnostic charge: $0 (waived from $172 as a courtesy)
      - Repair charge:$0
  
  3. Antenna Operation: We attempted to recreate the antenna issue over several days, but were unable to recreate the issue.
      - Diagnostic charge: $0 (waived from $172 as a courtesy)
      - Repair charge:$0
  
  4. Crankcase Noise: Our mechanic test-drove the vehicle but could not recreate the noise. It is likely the noise occurred upon initial start due to the vehicle's inactivity.
      - Diagnostic charge: $0 (waived from $172 as a courtesy)
      - Repair charge:$0
  
  5. Oil Pan Gasket Reseal: The customer requested an oil pan gasket reseal, which we completed.
      - Repair charge:$1,477.09
  
  6. Rear Oil Seal of the Crankshaft: The customer requested this larger job, which we completed.
      - Repair charge:$2,640.68
  
  After completing the work, we took the vehicle for an extensive test drive to ensure all repairs and concerns were addressed. The vehicle passed inspection and was cleared for return to the customer. The vehicle was invoiced and picked up by the Dahls on April 5.
  
  Several weeks later, the customer reported a leak from the oil pan gasket. While this is rare for us, occasionally we do have parts that fail. We informed the customer of our excellent warranty and offered to fix the problem, no questions asked. The customer declined to bring the vehicle unless they could be present in the garage during the inspection. I informed them that our General Liability policy does not allow non-employees in the garage.
  
  **** **** then accused us of not removing the gas tank because the screws hadn't been removed. I explained that we scoped the fuel tank and confirmed no buildup or varnish, which made tank removal unnecessary. I informed her that we had applied a 10% discount to the entire invoice (a $480.64 savings) for the expedited process. **** **** was not satisfied and kept repeating herself.  In a futile attempt to please a difficult customer, I agreed to refund the entire fuel drain procedure.
  
  **** **** then claimed we had damaged their fender. I informed her that we have security cameras and photograph vehicles upon arrival. She immediately dropped the claim.
  
  **** **** then complained that the front brakes were not working properly, stating that the pedal would go to the floor before the brakes engaged. We informed her that we had not touched the brakes during our service. However, we had recommended that the front brakes be replaced, as they were at 3mm.  The customer had declined this work at the time. **** **** then admitted that her husband had recently installed the brakes and requested that we fix the issue.  The brakes were likely installed incorrectly and were not bled appropriately.
  
  Finally, **** **** complained profusely that we had not filled her vehicle with a full tank of gas. Normally, we request that customers leave their vehicles with at least a quarter tank so that we can test drive and run them in idle. This wasn't possible due to the age of the fuel. Instead, once the fuel had been drained, we filled the tank with a quarter tank to complete our remaining processes. I informed **** **** that she had not been charged for the fuel or the mechanic's time to go to the gas station. However, she was unsatisfied and insisted that we should have filled the tank completely.
  
  In a surprising turn of events, Mr. **** later made an appointment to have the vehicle oil pan gasket repaired, apparently without **** ****** consent. He admitted to our service writer that the fender damage was pre-existing.
  
  Before the vehicle was dropped off, **** **** called again,stating she had filed a chargeback and was organizing a group to smear our name on Yelp. I reiterated that we stood by our work and would fix the oil pan gasket leak. I also mentioned that her husband had made an appointment to bring the vehicle in. She responded that he had "gone rogue" and was not authorized to do so.
  
  The situation escalated to a highly alarming and unacceptable level. **** ***** in an enraged tone, stated that she was so angry that she was going to drive her vehicle through our building. This was not just an expression of anger but a direct and violent threat against our property and the safety of everyone inside. I immediately questioned her to confirm the seriousness of her words, only to hear a different voice in the background demanding she end the call, which she then abruptly did.
  
  Shocked and deeply concerned for the well-being of my employees, who I consider family, I took immediate action by contacting the police and filing an official report, as detailed in the attached PDF.  I want to make it unequivocally clear that such a threat is intolerable and represents a severe risk to the safety and security of our facility and everyone within it.
  
  Eagle Auto Repair has been a pillar of the community for over 60 years, with a 4.8-star rating on ****** and over 200 reviews. This is the first chargeback request we have ever received. Both **** and Mr. **** are now banned for life from our business. I sincerely hope they reflect on their actions, as their behavior has no place in modern society.
  
  Sincerely,

  
  ******* ********
  Owner, Eagle Auto Repair

  Customer response

  09/28/2024

   
  Complaint: 22141385
  
  I am rejecting this response because:

  This is full of lies and half truths, part of the reason I could not allow them to do any further work on my vehicle is because they lie deny and have the gall to accuse me of things that did not happen. 

  They have changed their story multiple times, They know they committed fraud, THE DEFINITION IS BILLING FOR SOMETHING YOU DID NOT DO!

  They lied, I never insisted on free gas, they lied to me and told me they gave a complimentary full tank, but that was just to impress a customer next in line, the gas was not there. I never expected it until they said they did, then , I was disappointed because they lied!!! You do not want to do business with LIARS!!!! I would never expect a full tank, they created the problem. 

  Upon inspection, how could they not notice, the fender trim hanging off the car and not mention it. Please ask them to produce the video, because that trim was on the car when we took it in, we told them not to worry about it being left hanging off because we knew it had been missing a clip and that was why they were able to knock it off, so easily and my husband popped  back in place very quickly, they had not even tried to place it back the way it was, which had held missing a clip for many years. But they never mentioned it.  

  They left other things loose and not hooked up in the engine as well. Then the car leaked, the major job was not completed correctly,  and they now have refused to fix it or return my money!!

  Dealing with these people is impossible, they have no respect for the truth!!!!
  
  Sincerely,
  
  **** ****

*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. ↩