ComplaintsforBob's Auto Body

• Initial Complaint

  01/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I originally took my car in for repairs to find out where there was a oil leak in which they had to take my engine apart four times until they figured out what was causing the oil leak. The last time they had my vehicle thats when they had to take it apart three times to find the oil leak, which was why I had taken it in there the first time for! But the last time i had it in there they had for two and half weeks. The last time they had there was a part that was broken and I had to take it to another shop to find out was causing my engine light to be on and the part that was broken during the time my engine was taken apart three times. After first time of having it in there they had placed a bunch of new parts on it and charged me $4653.89 and then I had to take it back in to have more work done to which should have been done the first time they had it that cost me another $219.12. the mechanic kept telling me that that the noise it was making was normal and that I was always going to have an oil due to the type of car and engine, when in all reality was cop out of the sloppy work he had done. After i took it in the last which they didnt give me any paperwork on what had been done to it there are major parts missing on it. Which i do have to take it back to them in regards to the missing parts, or wouldnt be taking it back to them!.

  Business response

  01/23/2023

  Tell us why here..
  

  To whom it may concern,
  
  On June 3rd 2022,*********************** totaled her 2014 ***********. when she was in the process of looking for a new vehicle she called to ask us our advice on purchasing a 2014 ***** Equinox. Based on our experience with the ***** Equinox, we advised *********************** that we have repaired and diagnosed many issues with the 2.4 *************** as to their common issue with the timing chain. When speaking to *********************** she stated that the vehicle had been parked at her neighbors and not been drove for an extended period of time. She asked if we would diagnose the vehicle for her as she was interested in purchasing it, this was at the end of June 2022. She then purchased the ***** Equinox, she brought the vehicle to Bobs Auto Body for the mechanical issues previously discussed upon, before the purchase the vehicle. She advised the estimator of the shop as to what price range she had to spend to fix the Equinox, as there was a chance there would be supplemental parts need.
  We then began repairs to the vehicle on June 29th,based on what was agreed upon with the customer. In this process we stayed in contact with her keeping her updated on all that we had found. After getting the engine tore down we had found that there was scoring on the crank, she was advised that there was the possibility of a minor oil leak. The other option we gave her was the opportunity at this point to get a new motor and not repair the one previously on the vehicle. She advised the shop that she could not afford to get a new motor now as we had already started the rebuild process of the motor. After getting the repairs completed by **** Auto Body she picked up her vehicle around the timing of July 7th.
  She then called after having the vehicle back and made a complaint of an oil leak. We tried to scheduled her for diagnosis, however he did not want to drive the vehicle so we provided her with a loaner car until the mechanic could get the vehicle back ************. We had to try to fit it in to the schedule, as we had previously scheduled jobs for the mechanic for the next two weeks. After investigating the leak, we advised her that the oil leak was the issue we had informed her was a possibility due to the scoring. She was upset by this, so we told her we would see what possible options we could do to fix the issue. After doing some research for this problem we found that there is an aftermarket repair sleeve that is made for this issue specially. We installed the repair sleeve, at no cost to the customer, and returned the vehicle back to her.
  On August 3rd of 2022 the vehicle was making a screeching sound, she brought it in, we replaced the serpentine belt and the idler pulley. She advised us that money was tight for her so we discussed helping her out with a discount through the shop. We provided *********************** a discount on the parts and labor to help keep her within her budget. Months went by with no complaints from the customer.
  
  
  Around the first of this year she came into the shop and said that there was an engine light on. We scanned the light and found it was a Evap code. We discussed repairs and further diagnosis to the vehicle and scheduled her for a time to bring her vehicle back in. *********************** did not want to wait for the scheduled date and took the ***** Equinox to a **************/mechanic the same day. She then brought us back a broken Evap purge valve, that the other mechanic shop had found and replaced. She had expressed he wish for us to pay for the broken part. As she believed it to be our fault that it was broken.She related this part to the motor job we did in June. We then advised her that because our mechanic didnt find/fix/diagnose the repair and solve the issue we can not associate that to be an issue that was created here at the shop. We expressed that if the part had been broken due to the repairs in June the light would not have turned on this far after repairs. *********************** then informed us that the other shop had also informed her of an exhaust issue at the same time of the Evap Repair. She has since called us here, to inform us that she has exhaust brackets missing per the other shop. In speaking to the our mechanic here at Bobs Auto Body he had not known of the issue and had not replaced or repaired anything to the exhaust. The only repairs done to her exhaust we done by the other shop.
  We have not see an estimate for the repairs completed to the exhaust by the other shop nor the evap purge sensor. When she called again in regards to the Evap sensor we came to the agreement that we would work with her and offer her a discount on parts and labor to resolve the conflict on any future repairs, as we have continuously tried to work with her and keep her happy. We have spoke quite a few times with the customer the last month and most of the time it is reconfirming the agreement that we have made in regards to repairs to the on going issues with her vehicle. She has taken her vehicle to the other shop for repair and can not confirm what was diagnosed and or fixed. We can not either especially if she can not provide us with information from the other shop. We have made effort and have reached out to the other shop to speak and or obtain written estimates. We would like to cover all bases to ensure we can diagnose the proper issue with the vehicle without making the issue worse for the customer. We have not heard from the other repair shop in regard to this vehicle. *********************** is unsure of the details the other shop has provide as she can not remember. We would like to ensure she is not replacing or repairing the same parts. All repairs completed by our shop were agreed upon and at a discounted rate to assist her needs. We are always happy and willing to work with the customers we serve at the shop. We will continue to try to come to a solution to ensure customer satisfaction. We appreciate her business.
  
  Thank you,
  Bobs Auto *******.
  
  

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