Complaints

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my 2014 ****** sentra here to have the ** looked at since it wasn't cooling well, I was told I would need to replace everything with a kit that cost over $1000. I juggled the decision since the car probably wasn't worth a lot more than that itself. Finally I decided to let them fix it. Once they told us it was "fixed" we and that we had a 2 year warranty we got the car back but it still wasn't cooling.I called and they said to bring it back it would be under warranty. A few hours after I did, I received a text saying "the condenser was bad, and it would cost an additional 460$" I called and asked "why was it not mentioned before as part of the repair so I could make an informed decision originally" (as I would not have spent that much on the car if I knew that would have been the final total) and didn't really receive an answer. I worried about a bad part being mixed with all the things replaced so I called another Napa store in the area, and the manager there told me that the whole thing wasn't right, and that they should "take care of me" and that the bad condenser has probably ruined the whole new system!I called this store back and spoke with the same man that said he "ran the front" I spoke with before, I (nicely) told him what I was told, and said that I think they should "fix this" he IMMEDIATELY started a banter tone that was not in my opinion how I should have been spoken to. I was firm, but not rude or loud (I've been a retail store manager for 26 years and believe in treating people with respect) however when I didn't stop what I was saying as he tried to talk over me he hung up on me! At this point I called Napa corporate where I found there was a district manager and owner I could speak with.I spoke with the owner (*****) who, basically said he is unwilling to do anything to help make this right, very sad.I have spent $1049.00 to get my ** fixed, but it still doesn't work.Basically I received no service for my payment In my opinion.

  Customer response

  10/19/2023

  The issue was resolved by the **** Corp. Office.

   

  I dont see where to remove my complaint?

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my son here to get a thermostat changed. They charged me $140 to do a 15 min job. The very next day his car ran hot again and he parked it. I had my mechanic (who was unavailable when this happened) to check the car and come to find out they didn’t flush the air from the system nor did they ensure that there was enough coolant. My son brought a gallon of coolant with him along with the thermostat when he went in. Common sense would tell you to add more and just charge for the extra. But they didn’t do that. The person (***) who worked on the car (dodge charger) didn’t know what he was doing and blew the engine oil cooler. Due to him not doing the job the right way, I now have to spend at least another $200 for the parts and labor to get the engine oil cooler replaced. Both the mechanic and guy that’s always inside lied and contradicted themselves when I went to ask why they didn’t do what they should have. I was on the phone the entire time my son was in the office speaking to them. They never asked him if he wanted a diagnostic. They never said anything about adding additional fluid if needed. Then the ‘mechanic’ had the audacity to get an attitude with me and my mechanic because he (my ASE Certified Mechanic) told him you never half do a job on a vehicle regardless of what you’re ‘told’ to do. You can put someone’s life in danger being lazy. I felt as if I was treated like I’m stupid because I’m a woman. They overcharge for the simplest things and then want to get an attitude when you confront them for not doing what they should.

  Business response

  08/22/2023

  THE CUSTOMER WAS ADVISED THAT WE SHOULD DO A DIAGNOSTIC ON THE VEHICLE AND THEY DENIED. WE WERE THEN INFORMED THEY HAD ALREADY HAD VEHICLE DIAGNOSED AND ADVISED US TO REPLACE THERMOSTAT ONLY AND REFILL THE COOLANT.WE ALWAYS RECOMMEND CUSTOMERS TO ALLOW US TO RUN DIAGNOSTICS ON THERE VEHICLES IF THE PROBLEM IS UNKNOWN. 

  Customer response

  08/22/2023

   

   Complaint: ********

  I am rejecting this response because: A $100 diagnostic isn’t needed for a simple thermostat change. Yes you filled the car with coolant but any mechanic should know the second the pressure builds more is going to be needed. I know that and I’m not a mechanic. I’ve had enough old and bad cars to know what needs to be changed without a $100 diagnostic. I feel like you put my son at risk because that mechanic chose to do a rush job instead of doing it right. And then got a nasty attitude when he and my regular mechanic spoke on it. Not only that, the mechanic even stated to my mechanic and myself that the car was still running a little hot when he returned it to my son. He doesn’t know much about cars and you took advantage of that. But yet you let him leave. Bad business practice, horrible customer service, bad internet etiquette by yelling, more concerned about money than risking someone’s safety. All you had to do was tell him no. 

  Regards,

  **** ********

  Business response

  08/22/2023

  IM NOT YELLING MY DESKTOP AT MY BUSINESS STAYS IN CAPS LOCK SORRY FOR THE MISUNDERSTANDING. THE DIAGNOSTIC FEE IS TO DETERMINE THE ISSUE. AS PER YOUR RESPONSE PREVIOUS THE CAR HAD MORE ISSUES AFTER IT WAS RETURNED TO YOU. SO YOU ADMITTED THAT THE THERMOSTAT DIDNT FIX THE ISSUE. SORRY FOR YOUR BAD EXPERIENCE. 

  Customer response

  08/22/2023

   

   Complaint: ********

  I am rejecting this response because: No I  didn’t admit to anything  The car was running hot true enough. The issue that followed was due to the job not being done thoroughly. It was due to the negligence of your employee not running the car long enough to built up pressure to ensure there was no air in the line. The air in the line is what caused the engine oil cooler and seals to blow. Luckily my son had sense enough to park the car or we’d be having to replace the engine. 

  Regards,

  **** ********

  Customer response

  08/23/2023

  My son stated that *****’s only informed him of the cost for the repair and never mentioned a diagnostic nor the cost for it. Because had they done so, the cost quoted would have been over $300. My son also stated that once he was quoted the price for the repair, he did in fact inform them that he didn’t have that much money. So he left to get the parts and coolant. Then went back. And again there was no mention of a diagnostic. He just re-quoted the repair cost. My son didn’t know the cost of the diagnostic until I told him after I went to find out what was going on. 

  Business response

  08/23/2023

  I WILL NOT OFFER REFUND OR COMPENSATION FOR A JOB THAT WE WERE TOLD TO DO WITHOUT BEING ABLE TO DO A DIAG ON IT.IF A VEHICLE HAS A BLOWN HEAD GASKET IT WILL INTRODUCE EXHAUST/HYDRA CARBONS  INTO COOLING SYSTEM AND PUSH COOLANT OUT INTO OVERFLOW. A COOLING SYSTEM IS DESIGNED TO ONLY HOLD THE AMOUNT OF PRESSURE THAT IS DESIGNATED ON THE CAP. ALL OF THE CHRYSLER 3.6 ENGINE THEY ARE NOTORIOUS FOR HAVING OIL COOLER ISSUES. IF WE WERE ABLE TO PERFORM A DIAG WE COULD HAVE TOLD YOU WHAT THINGS WERE WRONG WITH THE CAR. ALSO WE NORMALLY DONT DO JOBS WITH CUSTOMER SUPPLIED PARTS AND ALSO WITH SELF DIAGNOSTICS BECAUSE THIS ALWAYS SEEMS TO BE THE ISSUE WHEN SOMEONE SELF DIAGS THE CAR. 

*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. ↩