ComplaintsforWestern Automotive Service and Sales Ltd.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I entrusted my 2008 ***** **** truck to Western Automotive Service and Sales Ltd. due to improper shifting. I requested assistance with this issue, explaining that there were no codes when I dropped it off but it was at times giving codes and that the transmission had been recently rebuilt. I suggested a valve body replacement; they declined, citing it was not their procedure and would not warrant the transmission that way. They suggested an alternative. Despite an agreement to involve me at each inspection and repair stage, they did not contact me. Only after I reached out I discovered they had disassembled the transmission. They claimed they attempted to contact me, but I received no messages, calls, or voicemails. When I picked up my truck shifting issues persisted. The technician dismissed them, as there were no troubleshooting codes. The technician's evaluation, however, was insufficient. He aggressively accelerated during the test drive, which did not accurately represent regular, smooth driving. Within a year, my truck displayed a troubleshooting code. They refused assistance, stating they did not work on that part, despite disassembling it earlier. They would not honour the transmission warranty, stating they did not replace the specific part on the transmission, even though they pulled apart this part on the transmission and considered the entire transmission flawless. I spoke to the receptionist, who was uncooperative and distorted her original claims. She promised ****** would contact me, but he did not follow through. When I reached out to him, he was unwilling to listen. He falsely claimed I had previously denied replacing the valve body. His behaviour escalated, involving vulgar language, shouting, and an abrupt end to the call. I conducted my research, sought dealership advice, and replaced the valve body myself. This involved a substantial investment of my personal time, effort, and financial resources, totalling over $2000 in parts alone.

  Business response

  28/09/2023

  ****** is a lying, manipulative person that thought his threats of social media and the BBB would get him his way. ****** declined the valve body repair, then returned from BC over a year later, off any type of warranty and demanded I now install said valve body and cover all expenses. It's rather interesting that everyone's behavior and job performance was unacceptable, but ****** saved the day. 

  Western Automotive is a reputable shop and we stand behind all of our work. With a combined 120 years of auto/drivetrain repair, we go above and beyond in everything we do. 

  We consider the matter closed.

  Customer response

  11/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Western Automotive you have a few people that are far from reputable. I only speak of the true, and will prove it by taking a polygraph test. Can you do the same?  Are you willing to see the true come out and see how one of your employees can make everything so messed up by making up stuff.
  
  The facts are I suggested a valve body replacement from the start west automotive declined, citing it was not their procedure and would not warranty the transmission that way. So do tell me when did I decline the valve body repair? Must be on one of the update calls I never got!  
  
  I did call you will before the  warranty ran out in May when the transmission failed on the road in BC. Where you said you would not help. Then in June before the one year time frame I had spoken again to you with the hopes we can solve the problem and again you refused. I even stopped bye in person and got no help but that it’s not covered under the warranty.
  
  Is that how you go above and beyond by not listening to a customer and  making up things so you don’t have to warranty something you have worked on!
  
  Facts
  
  I paid for a transmission overhaul with a one year/20,000 km warranty and the transmission failed at 8000KM and under a year. The fact that my vehicle experienced such a significant issue within this period calls into question the quality of the initial repair work. . After  I contacted Western Automotive, You did nothing to help after being asked more then once!  This is a fact that tells the whole story. Please tell me where I’m wrong on this matter?  
  
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This happened on August 2nd of 2022. I went to Western Automotive to get my door handles replaced. I brought my own door handles for them to replace. First they took apart the drivers handle when I didn't even bring one for it. It took them longer then usual so I just told them to put it back together and I'll get it done somewhere else. So I finally get my car back after I paid them $227 and then the drivers door didn't open at all even though it did before it entered the shop. I talked to them and they claimed it "broke" while they removed it even though the mechanic told me it was seized. So he would've had to use force to break it off. So when I ask what they were gonna do, they said nothing cause it wasn't their problem it broke. And didn't give me a refund or attempt to solve the situation. Took my $227 and left me a car that was better off before the shop. This caused the buyer I was supposed to sell it to, back out of the sale. I would not want Western Automotive to fix my car. I would like to be refunded my $227 plus a new door handle on their expense since it was working before taking it in. I did tell them to look at drivers door too but if they looked at the handles I brought in before they took it apart, they would've seen I only had for the passenger door so they had no rights taking apart the driver side door. They acted very unprofessional and nobody tried to talk to me about what to do next.

  Business response

  24/10/2022

  Business Response /* (1000, 5, 2022/09/14) */ Customer called and complained that three of his doors would not open. We agreed to let the customer supply his own used parts but was quoted 1.5 hrs per door latch for repair. On the day of the repair 09/02/2022 we agreed to get the driver side door working as it is the most important to them and for safety. The technician had to crawl through from the backseat as neither of the front doors would open from the outside. The latch inside the door was removed and after careful diagnosis the cause of the complaint was found to be that the latch actuator had seized and failed to unlock the doors, preventing them from opening. We talked to the customer about the cause of the issue as well that the parts supplied were incorrect. It was at that time that the customer decided to wait for repairs, inquired about obtaining the correct part and asked us to put it back together using the old part. We did try to repair the driver side door by using one of the parts supplied for the rear door(thinking it might be the same) however it did not work. We did not charge any additional time aside from the 1.5 hrs agreed upon by the customer. It wasn't until after the customer paid for the repair with no complaint we were bombarded with phone calls of accusations that we broke his vehicle(doors were not functioning at the time of arrival) and the customer and his father were demanding a free latch($100 part plus labor) and a refund of the agreed upon price. Obviously we do not feel responsible for the present complaint. Consumer Response /* (3000, 7, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) They said my door handle was no functional at time of arrival. I've had the car since February. I would know if it was functioning and it was. The mechanic told me the part was seized and they continued on it without talking to me about it. If they were gonna forcefully break it apart, I at least would've liked to have had them talk to me about it first. They keep saying it wasn't functional at arrival. But it was just harder to open. You had to pull on it harder but it still opened. I would still like a $250 refund. Thanks.

*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. ↩