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Complaint Details
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Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had an issue with my catalytic converter. I brought it into Big ** They said they could replace it and the O2 censors for around $3800. They called me and told me that they had taken it apart, and that the after market part would not fit. They said they were ordering a second part to try, but that they very little faith it would fit and then pressured me to put in the *** part which was $4900 more, bringing the total repair up to over $8,000.This seemed like a bait and switch. Taking my car apart, being unable to install a reasonable replacement, and now saying that I needed to spend $4900 more, or get stuck paying for partial work to get it back in the same condition i left it. I told them to just put the original catalytic converter back in so that I could pick it up and try something else, since this was a lot more money than the car is worth, and more than the dealer offered to charge me. I also didn't want to accrue more labor cost by them trying a second part which they told me they didn't think would fit. They wound up charging me $1189.98 for the diagnosis (which they came to the same conclusion as what I brought it in for) and the labor of taking out the part and putting it back in. I told them I understand that there was some labor involved in removing the part and putting it back in, but since they were unable to complete the job at the agreed upon price, I thought I was entitled to at least a significant reduction in the labor cost. They ultimately took $20 off, and refused to take off the diagnostic charge. In addition to this, they were able to re-install the catalytic converter in about 1 hour after calling them. Yet, they charged me for 5.5 hours to take out the converter, which seems excessive. Total cost was $948.70 for the labor and $179 for the diagnostic fee. My car left in the same condition it was brought in, and has the same issue that I told them it had upon bringing it in. I was bait and switched to try to get $4900 more out of me.
Business response
06/28/2024
The customer approved an aftermarket part to be installed, we ordered the part and it did not align properly with the *** parts, so we recommended using a dealer part, which is more expensive. He declined and asked to have the vehicle put back together and he would pay labor and diagnostic fees. We ended up refunding 2 hours of labor and the diagnostic fee as a customer service.Customer response
06/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.