ComplaintsforIn-N-Out Automotive, LLC

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was asked to be towed to in and out automotive for diagnostic on transmission going into gear, but not moving. They were also asked to check to see if other replacement part on front driver's side needed to be tightened. Then received call from shop that I owned $1369.00 for work done to front driver's side and alignment to 4 rotted tires. Car was inoperable when trying to drive off lot with mechanic. ******** had to get shop golf cart to push car back on to lot. Battery bad. ******** stated they were trying to keep cost low, by not replacing battery, and leaving windows down for weeks in their care. (would not jump it). I removed car from shop after owner called 3 business days later and threatened with selling car, demanding title to vehicle and charging $150.00 per day for storage. Front end came loose from car when trying to remove off lot. once Again, car not operable and unnecessary and unauthorized work done on vehicle . I had to speak with police, then shop owner called my daughter and threatened her with theft charges, scaring her, when this is a civil matter, but thought he could intimidate us. And they have our key

  

  Business response

  11/06/2024

  Zah ****** called to have the mini ****** towed in for repairs. She needed the front end checked out & why the car wouldn't move when in gear.  We tried to contact her several times with the quote for the repairs but never got an answer.  After about two weeks she finally called in and said to go ahead to fix the car.  After the work was completed we again tried to contact her with no response.  After about three weeks, ***** ******, Zah's mother, finally called in to tell us that her daughter had no money to pay for it and that she would be in to handle it.  ***** came in around 9/15/24 and talked to ******, the shop *******, about fixing two more issues the car had before she picked it up.  Once we completed the repairs ***** requested we add on, we called to let her know it was done & ready to be picked up, but got no answer.  After leaving her repeated voicemails (9/23/24, 9/24/24 @ 3:17 PM & 4:20 PM, 9/25/24 @ 8:57AM) we noticed that someone had come and taken the car with another set of keys while we were closed.  She never paid her bill and never contacted us to arrange picking up her car.  It was basically stolen off our lot by her.  She still has an outstanding balance with us.   
  
  ***** *********
  Owner
  

  
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had originally dropped my car off June to the shop to get fixed due to my car cutting off on my way to work. A week into it being into the shop They had told me that I would need a new alternator and that they would need to order a part which was on a Thursday so then I waited till Monday to ask them what was going on which ***** which is the manager had told me he accidentally ordered the wrong part and we have to wait for a new claim with my warranty company to come through so that he can order the right part. Not to include that this whole time it was my engine that was messed up and no one from his team nor him had called me tried to reach out to me to tell me that it was my engine that was messed up instead of my alternator. furthermore, this company had never called me on their own to give me any updates on what was going on with my vehicle after that or to even let me know what my ETA would be for it to be done getting fixed. since then I had to reach out to them every day To get some type of conversation about my car. my car was in the shop for about a month so then when I try to pick it up July 22 they had told me they had already fix something other than what needed to be fixed inside of my vehicle Which then my remaining balance was not the original balance that was negotiated. Then on July 23 I go back up there to try and get my car once again at 9 AM when they opened and the owner ***** was telling me I would probably have a remaining balance of $300-$400 which the original cost I wouldve had to pay was 100 due to my warranty Place paying for everything in the invoice that was sent to them from this shop. In the mist of all this, there was a lot of back-and-forth with pricing and all that so the owner ***** and my warranty Place both were on the same phone with me at the same time discussing Where, hes getting his prices from which he then got mad and hung up and said I would have to pay that remaining balance, regardless. No choice but to pay it

  

  Business response

  08/20/2024

  Ms. *** bought her car in and we informed her that it needed an engine.  Engines are not quick jobs.  When we informed Ms. *** what her vehicle needed, she was also told about how long this process normally takes 2 to 3 weeks, since we have to order the engine in and then once it comes in, transfer any parts and get an open bay to finish the job.  Even though Ms. *** was told that the job would be a few weeks out, she still called every day to ask about her car, and we told her everyday an updated status, "we are still waiting for your engine to come in", "we just got the engine in, just waiting to get it pulled back into the bay".  She was informed from the beginning that whatever her warranty company didn't pay for, that she would be responsible for.  The amount only decreased.  Ms. *** actually contacted the warranty company and got her deductible lowered somehow, but she was not happy with that either.  There are certain things that all warranty companies do not pay for, fluids, shop supplies, diagnosis time, etc.  We should not lower or waive our costs because a customer thinks that having a warranty means that they do not have to pay anything out of pocket. If she had an issue with what the warranty company and the amount that they were paying, she should have contacted them before any work was done to her vehicle.  

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Check engine light still on! I have been there three times!

  

  Business response

  03/25/2024

  The first step in this process is to call us and get a scheduled appointment to have us figure out why the check engine light is on.  How can we remedy a problem if we do not even know that there is a problem??  We only have 1 record of a phone call to say that the engine light was on after we did the ************.  We did make Ms. ******* an appointment and got the situation taken care of for her.  Since the last repair of the timing and actuator, we were not aware that her light had come back on.  But we would be glad to see why her ligjht is back on for her, she just needs to communicate the problem with us and be patient with the diagnosis process.   

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So in the end of Oct I took my car to get my rims switch over and it was right my tire gage wasn't right so went back and the ended up messing my stock rim and low profile tire up so they then said they fix it well it hasn't been in stock and don't know if they will even be back and when if so ..so now I got 3 rims instead of 4 and I just paid ****** for the rims in June and like 7 for the profile tires I got but now I'm s**** cause it's 3months later and the wanna give me 210 in a check for the rim what am I supposed to do with the other 3 rims and tire I'm just screwed the he write a letter saying if tire and in stock in 6 to 9more month then we talk in the future I just want a new sit of rims if he new the guy he hired never did tires before then why did they let him work on my rims and tires I just feel like I got s**** the owner was voiding my call my text everything he had his worker Emmet do all the work witch.they voided me to till I seen at ******* I went fir simple fix and now gonna have to wait 6 to 9 more months I feel like they should have to buy these rims that I can't use and get me a set equal value of these I've never in my life went for simple fix and have to wait why should I wait for something they did it's almost ****in rims and tires I can't use now cause of in and out I will never recommend this place to anyone they guy at the front was rude if call no answer use friends phone they answered I'm just not happy are sastified I'm not cashing this 210check cause if no rim comes back in stock I'm screwed pls help me it was a birthday give I just got june18 2021 I'm sure I sound confusing call ********** I'll explain..

  

  Business response

  02/03/2022

  The tire was replaced and she did cash the check #**** $210.10 on 1/5/22.  We did tell her that it would be at least 6 months before we could get a rim and that is coming straight from the company who makes them.  Any questions please give us a call at ************.  Everyone makes mistakes and we did apologize to her also.  She just did not want to listen to us about not being able to get a rim for her asap.

   

  Thank you

  *******

  IN-N-OUT AUTO

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

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