ComplaintsforAlpha Auto Center

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car to Alpha Auto on 4/3 to get a diagnostic for a check engine light. I was told 2 days later that my car needed a new gas tank and transmission. The price I was given was $5600 and I paid half and was given a time of 2 weeks. I heard nothing from Alpha for over 3 weeks. After calling I was told that they had a problem with a part. I didnt hear anything for another 2 weeks. When I finally got my car I drove it for 4 hours before it broke and wouldnt restart. It was towed back to the shop where I was told about the wrong transmission from a different model being installed. This went on until I got the car back 2 weeks later assured it was fixed. I drove for 2 days until it died on the interstate and had to be towed back to the shop. I got a call from Alpha a day later saying the car had run out of gas! It was showing a half tank and never any warning lights. I was sent on a trip to *********** and told to keep a gas log and fill up every 200 miles so as not to run out of gas. I then discovered while driving that my back seats werent fastened and screws and bolts were on the back floor from the mechanic accessing the gas tank through there! The *************** yelled at me when I showed him this. I have the complete video. This has gone on until today when he told me that he cant fix my gas gauge which worked perfectly until he replaced my gas tank. His excuse is he doesnt have the tooling. I had been a 4 year customer and have spent over $10,000 there. Disrespectful owner shoddy work. Avoid at all costs!

  Business response

  07/05/2024

  ************************* brought his vehicle in with a complaint that the vehicle was stuck in fist gear and check engine light was on. Also there was a smell of fuel in the vehicle. 

  The transmission internal control module had failed inside the transmission and fluid was worn. transmission stuck in 1st gear and no communication with the **** Upon inspection the fuel smell was due to impact to the fuel tank. When the tan was removed there was further damages found to the fuel lines that run from from 1 of the fuel pumps. ***** was advised of the repairs and provided an estimate prior to any removal of components. We did not know the operation of the fuel gauge as it was not discussed, we just could see the obvious impact affecting the fuel tank and lines leaking. The transmission was straight forward for the most part. There were delays in the repair from the supplier that sent a transmission that was discovered to be from an E350 model and not a CLK 350 as requested. We informed ***** of the repairs and apologized. After getting the transmission resolved and working and the fuel taking in, $20 in fuel was added to the vehicle so it could be driven. The fuel gauge operated to show some fuel was in the vehicle. '

  A call came in from ***** a few days later and about ********************************************* park. We sent a tech over, but, he could not fully check the starter under the vehicle. We towed in to the shop and quickly repaired the issue of a clip from the shifter lever that broke and the vehicle did not start because the shift lever did not see park. At that time while inspecting there was a light smell of fuel. We tested the system and found a hairline crack on a pipe built onto the plastic tank that would only leak if the tank was completely full. ***** mentioned when he filled the tank the level on the gauge only showed about 1/2. We had the supplier get another tank and we also replaced the 1 fuel pump under parts warranty with the sender. We also replaced the seat belt presenter motor requested at the first visit and engine mounts as 1 broke during the test drive all as a goodwill to help with the delays. We refunded $1500 to his credit card immediately and a check for $500 was given at pick up. The tank was filled and gauge moved to full but 1 digital bar below the full. tank was full and no leaks.

  ***** then called and said he shut down on 285, had to pull to the side as he lost power. We dispatched a tow truck and after 429 miles of driving found he had run out of gas. $20 of gas after paying the tow bill and the fuel gauge verified it operated and read the 5 gallons of fuel supplied. 

  ***** was not happy with his furl gauge accuracy. We have no way to know how the gauge operated prior to the impact and it appeared to be operating. We did suggest to use the trip meter as a back up plan while watching the fuel gauge. 

  After complaining again about his fuel gauge, we verified the lower range was correctly interpreted from the gauge in the cluster, The upper end toward full not as accurate. We replaced both fuel pumps with senders and verified again that the gauge was interpreting the fuel on the full end about 2 gallons off. This is a part not available for us to even repair. We consulted with a cluster repair person we use and they do not repair the digital gauges and cannot get parts the same as us. We verified all items from the tank are sending to the cluster but the cluster has to be repaired at a ******** **** dealer if the part is still made or a vendor that can make repairs to the cluster. 

   

  We never claimed to be able to repair the cluster and we never touch the cluster, just interrogated the cluster to see what it read from the fuel tank senders.  After 220 miles of driving he sent a picture that the gauge level did drop so we know the gauge is seeing information from the senders. The accuracy of the gauge is the issue and that cannot be repaired by us as we are not authorized to purchase this component if available and a used one cannot be installed due to not being able to burn in the miles. We have refunded the money spent for the fuel tank plus fuel, towing and other repairs. 

  The vehicle has not been seen by the dealer to verify the fuel gauge as requested. An independent Electronics Shop was also recommended to ***** that claimed they could do repairs to the gauge or cluster. 

  We have tried to make things as well as possible, but , cannot satisfy the way ***** views his fuel gauge. The vehicle runs well and no warning lights. 

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid them $4500 for a new transmission in my Jeep and after 8 1/2 months my Jeep is still not repaired properly. It's worse than it was when I took it to them, now has electrical issues that it didn't have before. It's not drivable and he says he can't get parts to repair it but refuses to give me a full refund.

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