ComplaintsforNational Complete Auto Care

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September I had my 2012 **** F150 XLT stolen from my residence. It was recovered by the police out of gas, with a dead battery, a broken tonneau cover & some cosmetic damage. I had it towed to National Complete Auto for repair & spoke with ********************* the ************ agreed to run a diagnostic & repair any damage to the vehicle both cosmetic & mechanical. The repairs were completed on 10/18/2021 & paid in full on the same day via insurance claim funds. After having the vehicle back for less than a week I noticed a large pool of coolant under the vehicle & the vehicle overheating with temperatures of up to 255 degrees fahrenheit (normal *** operating temperatures are between 190 & 200 fahrenheit). I brought the vehicle back to the shop on 10/28/21 & they stated that they would check the vehicle again. They determined that it was the water pump & 2 belts that had failed, the parts were replaced & the invoice paid. For the following month I did not notice any further leaks however I did notice that my engine temperatures would run fairly & unusually high, I did some research but as I am not a mechanic I trusted that it was not a substantial issue as the vehicle still ran. The week of Thanksgiving I attempted to drive the vehicle to ********* & noticed that it would substantially overheat, burned through coolant at a rapid pace & was overall not running well. I brought the truck in to National Auto on 11/30/21 & I was told they repeatedly tested the vehicle & held it for an additional day for ****** the manager to test & saw no issues other than a T Hose leak. That was repaired & the invoice paid. I attempted to drive the ************ overheated completely, multiple error codes etc. I brought the vehicle to ************* to be repaired, they noted it was due to a faulty thermostat & repaired it within a day. Since repairing the vehicle with Uptown I have called 8 times and gone to National with no resolution but a promises and a final promise of one by EOD 1/5/2022.

  Business response

  01/12/2022

  THIS IS THE FIRST IM HEARING ABOUT THIS. WE HAVE REFUNDED THE CUSTOMER FOR THIS ISSUE. PART OF THIS ISSUE WAS THIS WAS A THEFT AND ABUSE CAR, NOT NORMAL BUT ARE MAIN GOAL IS TO KEEP THE CUSTOMER HAPPY THANKS ******************* Tell us why here...

  Customer response

  01/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As I had stated in my complaint, the vehicle was a stolen and abused vehicle, however the point still stands that the thermostat installed was faulty and was never checked by technicians on 2 follow inspections/servicing's of the vehicle. The second shop I brought the F150 to, ************** was able to diagnose and resolve the issue in less than 2 hours. Additionally the statement that it was the "First time hearing of this" is either false or there was a large breakdown in communication between the shop and ownership, as I have call logs of having called the shop 9 times between 12/13/21 and 1/5/22 as well as the email correspondence with ********************* (see complaint attachments). I am rejecting this response as neither the shop nor ownership took responsibility for the fault part install, the repeated failure to recognize the faulty part install upon multiple inspections, and the difficulty in obtaining a response/refund until shortly after this claim was filed. I will note, I was refunded the cost of the repair and replacement of the faulty thermostat at ************** However I was not contacted about a confirmed refund until the Monday following the week in which I had filed my claim with the BBB.
  
  Regards,
  
  ***************************

  Business response

  01/13/2022

  SORRY TO HEAR THIS. WE RESPONDED WITH IN ALLOWED TIME OF 10 DAYS FROM BBB. WE REFUNDED WHAT WAS EXPECTED NO QUESTIONS ASK.AND YES THERE WAS BAD COMMUNICATION WITH MY STAFF. THAT I NEED TO ADDRESS THANK YOU ***

  Customer response

  01/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩