Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  After my car stopped, I had it towed to Eurauto on December 2, 2024. I was told the problem was with the starter. I gave them permission to replace the starter. I picked the car up on December 4, 2024. The total cost was $1,192.72 I have the receipt. My car stopped again on December 14, only 10 days after it was ostensibly repaired. I paid $140 to have it towed back to Eurauto. They charged me $300 for a diagnostic test. Afterwards, I was informed my car could not be fixed unless I was willing to spend anywhere from $6,000 to over $20,000 to fix it. I now have to pay an additional fee to have my car picked up from the Eurauto. Not only was I cheated out of the $1,192.72 I paid for the starter, I also incurred the towing charges plus the $300 for the alleged diagnostic. I believe I have been horribly cheated. I have a new starter in a car that I cannot drive. I am not a mechanic. However, when I originally had my car towed to Eurauto, apparently they didn't do a proper diagnostic because the so called latent issue was not discovered. Moreover, I don't know whether or not I even needed the starter. As a consumer, when I am speaking with a mechanic, I am relying on the expertise of the expert. In this case, I believe the so-called experts took advantage of me and failed to properly service my car.

  Business response

  12/19/2024

  This not a matter of a failed diagnostic but rather two separate issues that occurred around the same time. The work on December 4th was for a starter issue. The vehicle would not crank when it arrived at our shop. After some diagnosis we got authorization to replace the starter. After replacement the vehicle was able to crank, start, and was driven off the lot. When the vehicle was towed in for another inspection on the 16th there was no immediate sign of why the vehicle would crank but not start. We got authorization to do further diagnostic to find the problem. We explained to the customer before the $300 for diagnosis was authorized that the vehicle may need a new engine from the signs we had seen from initial inspection that day. After authorized we found that a cam follower had come loose in the engine and caused irreparable damage. We would also like to note that this BMW had over 100k miles on it and had considerable carbon deposits built up within the engine indicating it may not have been serviced as frequently as it should have. This vehicle has also had some slight engine noise since we had first begin servicing it.

  Customer response

  01/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  
  I have all the records to prove that I regularly changed the oil in my car.  In fact, Eurauto has been taking care of my car for almost two years.  In addition, Eurauto performed the last oil change on my car.  When I took my car into Euratuo, I told them my car was not running well.  This was prior to the failure of the starter.  Apparently, they did not thoroughly check out the my car.  Moreover, Eurauto suppled me with some outrageous estimates for fixing my car.  I towed my car to another shop.  It is being fixed there.  There is a substantial difference between what European Auto has quoted me and what Eurauto quoted.  I will send all of the supporting documents in the upcoming week.  Unfortunately, we are facing a winter storm, and my car is still being repaired.  However, I will get the information to support my complaint to BBB in the next five (5) business days.

  
  
  Regards,
  
  ***** *****
  

  Customer response

  01/10/2025

  I mailed supporting documentation to the Better Business Bureau on January 8. You should be receiving the documents in your office soon.

  ***** *****

   

*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. ↩