Complaints

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a disabled veteran with disabled license plate I bought my 2016 ******* Santa Fe Sport to Sun Auto on on 2-5-22 They performed multiple point inspection front left suspension and struts And what left lower suspension steering and suspension on 12-9-23 Thay perform front brake and and pad set In rear brake rotor alignment Cool system exchange extended life cooling Chemical kit on 2-3-24 They performed multi point inspection alignment front left suspension strut Front Right suspension strut They charge me for a broken clock spring when it was good when I bought it to them on2-7-24 They performed multi point inspection front left outer tie rod on 3-23-24 They performed a complete Brake inspection front disc rotor And they charge me again for a Alignment inspection front inner steering tie rod when i left the and when i got home the tie rod came off the next day i paid $100 to bring my car to there shop Like I said I have disability VA license plates and he took advantage of me because of that each time he told me ohh the car's not safe you should do this so this is my complaint

  Business response

  12/02/2024

  Trying to get a hold of Mr. ******** to get a better understanding of what he wants to request I will continue to try to resolve issue with him.

  Thank you, 

  Sun Auto 

  #****

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/9/22 Complaint battery light on have alternator replaced under warranty for previous replacement was less tha 1 year prior; rear ac making noise check fan blower. Mechanic noted the dishcarge line was busted during replacement and customer was to be charged for new line & labor. The mechanic charged us $401.75 for a mistake they made.5/1/23 Complaint check engine light is on check alternator based on previous history; change oil.5/17/23 Complaint check engine light is on; front window washer hose disconnected; check rear ac blower; need alignment. We paid $1541.50 alternator and fan blower were not touched.5/22/23 complaint check engine light is on. mechanic said it was catalytic converter.8/5/23 Complaint catalytic converter needs replacement; check alternator check rear ac fan blower air is cold but not blowing out vents. Paid $1908.01 8/26/23 complaint check rear fan blower. while waiting inside I overhear ******* *** at the desk tell a mechanic that even if the mechanic does not know what is wrong ******* will sell it. "I am a salesman, I sell" he said . mechanic "the problem was my failure to turn the fan adjust k*** to increase the air flow". I explained per owners manual it is preset. mechanic "rear controls had been moved " I explained per owners manual the lock button on front controls was on which turns off rear controls. Rep at desk "its fan blower cost $755.48" Parts were $75 we purchased later somewhere else.Five total times I requested the fan ******************* be looked at and paid $3490.50 for work we were told we needed to resolve our check engine light and rear ac problem.9/8/23 vehicle does not start. Spoke with Mgr. ***** explained everything above. 9/9/23 Mgr. ***** tells my husband that our complaints were not notated appropriately & blamed it on former employees. 9/15/23 rep calls states truck is ready & alternator was replaced. 9/19/23 receipt for service states battery was charged. Nothing else.

  Business response

  09/22/2023

  Hello, the alternator issue has been resolved and replaced under warranty at no charge on 9/15/23 Inv *****. The alternator was originally replaced on 12/5/22, and carries a 24 month, ****** mile warranty from the date of purchase. We are sorry you have had so many issues with the alternator that was replaced by us, we hope it's good to go now.

  The repairs to the catalytic convertors, blend door actuators were done to correct other problems the vehicle was having. I am not sure I fully understand the reference regarding the blower motor, all i see is that on 8/26/23, recommendations were made to have the blower motor and the blower motor resistor to be replaced. Those parts were declined on that day. Previous descriptions of customer concerns do not line up with blower motor problems. The function of a blower motor is not to produce cold air but to create air flow from the vents. The clicking noise was caused by an actuator that diverts air in different directions. When they fail, they can cause a clicking noise. The visit on 5/17/23 was for the rear a/c making "tapping" noise. Thus, why the blend door actuator was recommended and replaced.

  If you replaced the blower motor on your own, I would be willing to refund for the cost of that part if you feel it was missed by Sun Auto along the way. 

  Thank you,

  Customer response

  09/22/2023

  Complaint: 20634138
  
  I am rejecting this response because:  The main complaint is the shop failing to write down our complaints correctly. Manager ******************* confirmed & apologize for the inconvenience and blamed it on former employees. The shop "identified" other issues like the catalytic converter & acuator but did not check the alternator or fan blower. Thank you for confirming the function of the fan blower as it does match my complaint made since May 2023. The shop identified other problems & said to us our complaints would be resolved. They were not. (included in attachments please review them).

  To be extremely clear: The complaints are listed below again - As shown in the attachments in original complaint and this response.

  12/9/22 Invoice ***** states "while replacing alternator the discharge line busted, we are covering the evac and recharge Customer is paying for the line and labor".

  12/10/23 Invoice ***** Paid $401.75 for an ERROR the **** made as stated on invoice *****?

  5/1/23 Invoice ***** complaint Check engine light on. we also stated 1) Check the alternator 2) Check the fan blower, it goes out and tapping over the fan blower starts it again.  3) change oil. This did not get written down. We paid for the oil change, van was returned to us stating all was well.

  5/17/23 Invoice ***** Complaint Check engine light on. we also stated 1) Check the alternator 2) Check the fan blower, it goes out and tapping over the fan blower starts it again, rear ac now making noise. 3) Front windshield nozzle not working. 4)Tapping noise under hood. ***** was added for the tapping noise and the problem is a Lifter Arm per new mechanic. We paid $1541.50 van was returned and we were told all was well. This payment aslo includes dagnostic time which in the past has been waived when ACTUAL work is performed.

  5/22/23 Invoice13675 Complaint Check Engine Light on check alternator. We were quoted for a catalytic converter replacement. Quote $2430.58

  8/5/23 Invoice ***** Complaint check engine light 1) Check the alternator 2) Check the fan blower, it goes out and tapping over the fan blower starts it again, rear ac now making noise. 3) Passenger front window slid into door frame 4) tapping noise under the hood still present. Paid $1908.01 told again all is well.

  8/26/23 Invoice 15894  I stayed and went out to speak with the mechanic looking at my car. In front of the young man helping him he blamed my issue 1) not turning fan k*** to increase air flow 2) the kids moved the rear k**** changing the settings. I explained per the owners manual the LOCK activation in the front controls prevents the kids from changing the settings and changing the air flow k*** does not increase the non-existence of air flow and asked him to turn the k*** I said to him "My complaint is not absence of cold air, It IS the cold air not blowing out of the vents. I can tap over the fan on the side panel & it fixes the problem. I believe it is the fan blower"  He simply turned his back to me and I went inside. I denied the work on 8/26 based on the mechanics lack of knowledge, rude behavior & ***'s conversation I heard him say to a mechanic "I am a salesman, I sell what you tell me to, even if you are wrong".

  On 9/8 when the van was unable to start, jump, or charge I called Sun Auto Sales and told Manager ***** all my issues and made clear trust has been lost because of everything the last 3 months and ***'s conversation I heard. I stated " I am only taking the van to the shop because of a warranty for the alternator which we have believed to be the problem all along.

  Invoice ***** only states Free Battery/Charging Check.  It does however have accurate details of complaints because the *********************** admitted the errors in recording on previous visits to my husband and wrote this invoice himself.

  The only things I asked for that were done are Oil change, Connected a new windshield washer nozzle, Fixed side passenger front window & Alignment Package. What was NOT DONE & we wanted was 1) Check the alternator 2) Check the fan blower, it goes out and tapping over the fan blower starts it again, rear ac now making noise. What we were told would fix our complaints were replacements for ********** Pressure Sensor, *********** Pressure Sensor, ***** Oil Stabilizer, Auxiliary Hvac Blend Door Actuator, R&R Rear Blend Door Actuator, Front Left Catalytic Converter/Labor for Engine. Not to mention all the shop fees for each invoice and the diagnostic time.

  Theses are the charges we believe Sun Auto Sales racked up & did not check the alternator or the fan blower between May and August 2023.

  Invoice ***** $401.75 Mentions above the mechanic broke the line & charged customer for replacement.

  Invoice ***** Diagnostic Time $99.99, ********** Pressure $145.23, *********** Pressure Sensor $350.00, ***** Oil Stabilizer $34.98, Auxiliary HVAC Blend Door Actuator $77.99, R&R Rear Blend Door Actuator $472.50 TOTAL $ *******

  Invoice ***** Labor Electrical $262.50, Labor Engine $525.00, Front Left Catalytic Converter $875.69  TOTAL $ *******

  We paid  $401.75 + $ ******* + $ ******* = $ ******* for work to fix the check engine light and rear fan blower. Not Checking the alternator & fan blower as originally requested.

  Once again to prove our complaint of not documenting properly is the Invoice ***** States Free Battery/Charging Check. Not alternator warranty out like invoice *****. Not to mention Invoice ***** was to change a alternator originally placed by Sun Auto Sales in 2021.

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

  Business response

  09/27/2023

  Hello ******************, I have been able to pull all the paperwork dating back to the 12/5/22 Invoice. I think I have a much better understanding of the vehicle, and series of events which let us here. I do agree without a shadow of a doubt, we owe you ($420.46) the refund for the ac line that state was damaged when alternator was replaced. 

  Invoice *****, we did charge a $99.99 diagnostic fee. It is not customary to waive diagnostic charges with repairs, but we do occasionally do that. This fee is something I would be willing to refund as well.

  If you look at the at the last inv, #***** on 9/15, it does show the alternator was warrantied out on that day as well. 

  On the other invoices regarding check engine lights, we have documentation of codes in the vehicle pertaining to the oil pressure switch/sensor, and the catalytic convertor replacement.  

  Inv ***** is a price quote given to ****, per his request, on the catalytic convertors prior to replacement. The vehicle was then brought back in on 8/5/23 for those repairs.

  I would really like to speak with you, or even meet in person to go over all this. I think we will get much further and get to a resolution faster.

  Customer response

  09/29/2023

  Complaint: 20634138
  
  I am rejecting this response because:

  We will not close our complaint until we have discussed with you in person the following problems with

  Invoice ***** $ ******* disputed repairs

  Invoice ***** $1180.69 - $99.99 refund = $ ******* disputed repairs

  I have attached again a copy of Invoice *****, this is what was given to us when we picked up the vehicle. I believe you will agree the line item at the bottom where work completed is notated IS missing alternator replacement notation. This invoice is proof again of the failure to document properly. 

  We only asked for the quote for the catalytic repairs because we were told once again our check engine light code indicated it was needed. And replacement would clear the light. We asked for the alternator and the rear fan blower to be checked since May 2023 and at NO time did any staff member state they were tested and are not needed to be replaced. Each time we were informed by your staff that we needed the other items to clear the check engine light.  This to me is equal to asking for an oil change & being told I need a new motor, radiator and belts. We trusted the mechanics to know their profession & Sun Auto Sales to have integrity. 

  What should have happened was:

  Customer: My check engine light is on, please test alternator and test rear fan blower. Ac is cold and is not blowing in rear of vehicle. Vehicle is showing start issues similar to December 2022 when the alternator was replaced.

  Shop: We did check the alternator and fan blower which tested good. However, the diagnostic test discovered these other codes needed to be resolved to clear the check engine light.  

  Now $ ******* paid to Sun Auto Sales for repairs the shop stated were needed to resolve our problem check engine light. No surprise in September we are told the alternator was bad and the fan blower is bad. Our original request was for these two items to be tested in May.

  I do accept the refund for Invoice ***** $ ****** (per your previous response)

  I do accept the refund for Invoice ***** $99.99 (per your previous response)

  You can reach out to us at the number in the files to schedule a meeting. This complaint is not closed until resolved. We will expect a written resolution from Sun Auto Sales at the end of our meeting before updated BBB.
  
  Regards,
  
  *****************************

  Business response

  02/23/2024

  This customer has been taken care of a month or two ago. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/26/23 I took my suv into Sun Auto to get my AC system refilled with Freon. I arrived at 8am. I was told it would take an hour before they could take it into a bay. 930am came around and suv was still not in a bay. Finally they took the suv in after me asking about four times. Tech hooked up the recharge machine and filled the system up. At **** service rep comes and tells me that I have a leak on the high sides ******** valve. Note: there were no leaks anywhere on the system. I told them to go ahead and make the repair. The tech that was working on my vehicle was standing around talking to other techs and started pulling in other cars and working on them and left my suv for about two and a half hours without any work. Finally at 315pm he started working on my suv again. The service rep comes to me again and shows me that the accumulator ******** valve is also damaged and needs to be replaced. I was already late to work. I told the service rep that I would bring it back Saturday. Service rep tells me that ***** was extracted and the only charge would be replacing the accumulator $285. I was very disappointed, I paid ****** and went home with out a working AC.I had a mobile mechanic come by and replaced the accumulator for me. The mechanic told me that the accumulators ******** valve was pushed in with such force that the valve broke and was pushed inside the accumulator. He said that Sun Auto damaged the high side ******** valve which should never be touched when refilling a system.On sept 3rd I called Sun auto to refill the system since I already had paid for the Freon and it was extracted and saved. I was told they would have to charge me another 189 to fill the system up. Service rep tells me that the best he could do for me is 140 other Than that he could not help me. I am seeking to get refunded the $****** that I paid for no Freon left in my system and broken parts due to the neglect of the Sun Auto service center on ********************************************************************

  Business response

  09/08/2023

  This is a Sun Auto Compliant.  You have forwarded this to Car-X.  We have not operated these locations in 3 years.

   

  ***

  Business response

  09/19/2023

  Hello.

   

  We agree to the refund owed. The original advisor ***** is one of the managers there, and told him after he did the repairs we would in fact recharge his system for free. Maybe ************************ spoke to someone other than ***** regarding the situation when he called back, and that individual did not know all the specifics.

   

  We will have the store reach out to *********************** to get the refund going by the end of the week.

   

  Thank you

  Customer response

  09/22/2023

  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.
  
  Regards,
  
  *********************************

  ***** the Manager at Sun Auto was very apologetic and very professional in handling my issue. He refunded the entire amount that was charged and assured me that next time I come in for a repair that it would be a different vibe and I would be guaranteed to leave happy and satisfied with my repairs.

   

*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. ↩