ComplaintsforSav-Mor Auto Clinic Inc.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/4/2024, my wife took my vehicle in for a routine emissions test. I have owned this vehicle for one year, and last year's emissions test went successfully without any issues. When my wife took the vehicle in, they performed the test and failed us, stating "Fails emissions tamper test due to an extender on the rear oxygen sensor." We were not aware of this and wanted to have it removed, as we discovered it was illegal. They offered to perform this removal, but were going to charge us "$60 to $160." My wife told them we didn't want to pay this amount and would perform the removal ourselves. The technician proceeds to tell her that he could report us to the county if he wanted. My wife now no longer feels safe as we're trying to be in compliance with county regulations when this technician suggests he will report us for being in violation, even though we are trying to get the part removed. We suspect that the technician attempted to blackmailing us into purchasing their services, and may have falsified information about us in order to get us to pay for their services.Due to this legitimate concern, I decided to call and schedule a retest (as I have removed the illegal part). I attempted to schedule for 4/9/2024 at 5:15 or 5:00. I am told that they aren't willing to retest due to it being late, even though they close at 5:30 and emissions tests are usually quick. This has been an extremely frustrating experience, due to the coercion and blackmail attempt in addition to trying to perform a retest (which we were informed would be free.) I am hoping to get resolution on this.

  Business response

  04/08/2024

  I called the customer to talk about their concern and help clarify any misunderstandings.  The vehicle had a emissions tamper device installed that is illegal and it needed to be removed.  This did not have to be done by us, but it did need to be taken off in order to pass an emissions test.  The mention of us blackmailing the customer was not at all the case.  As mandated by the ***************************** program, we cannot pass a vehicle that has been tampered with.  I think the confusion was they may have misunderstood that we needed to be the one to remove it.  There was also a miscommunication about the free retest after the emissions test failed.  We do offer free retests  (that is also mandated by the Emissions program to offer free retests for 15 days, but we will often do it for 30 days), however the customer was wanting to come in when our office was open but after our technicians had gone home for the day and we are unable to do that.  ********* we offer walk in/wait appointments for emissions tests and retests are Monday - Friday from 8am-12pm and 2pm-4pm.  We can also do them between 4pm and 5pm on a case by case basis that is based on our work load at that point of the day. The customer was also concerned about the cost, our labor rate is currently $140 per hour and when quoting things like removing this tamper device there is a range in cost because sometimes the components can be rusted/seized and can take extra time, but we don't know any of that until we start the job.  After talking with the customer on the phone and understanding their concerns and time constraints, I also called the ***************************** office to see if they are able to get free retests at another shop.  They informed me the only options for a free retest is to go back to the original shop or to go directly to their location(the county), but they close at 5pm and stop doing emissions tests at 4pm.  The customer could also choose to go to another shop, and could get a retest for half of the posted rate of that shop.  After finding this information out, I tried to call the customer back but they did not answer.  I left a message, but have not heard back from them at this point.

  Customer response

  04/08/2024

   
  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.
  
  Sincerely,
  
  ***********************

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