Complaintsfor3A Automotive & Diesel

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My auto ** was not working and was replaced by 3A Auto in June 2021. Within a short period of time the ** failed again. A part of the radiator broke, and then the head gasket, and I was told fluid was in the spark plugs. I had to have the engine replaced. It took 3 weeks to find a new engine for the car, one they told me they tested to make sure it was good. Within a month of receiving the car back with the new engine and radiator and **, the ** again failed. The problem was supposedly fixed. Due to health issues I had to move to be with family in Oregon. The car got me to Oregon and then the heater and defrost did not work. I took the car to a recommended mechanic who took photos of the issues and told me that I needed a new engine. They spoke to 3A Auto in ******* about the problems which were directly related to their work on the car, work that they told me had a warranty and that they would honor this warranty even if I was out of **************), to have the mechanic talk with them and they would take care of me. They refused to honor this warranty. They hung up on me when I tried to talk to them about their warranty. I spent over $4,000 between June 2021 and August 2021 to fix the car and ended up having to get another car all together being told it wasn't worth trying to put another engine into my car, a 2006 ****** Altima 2.5S with 90K miles on the original engine. I felt I had no recourse except to take the car back to 3A Auto as they told me their work was warrantied, guaranteed, and as far as I can tell, it was all downhill after they worked on the car, it never ran right again and these people did not honor their warranty on the work that they did. I would be happy with even a partial refund for what I spent with them on the car, resulting in me needing to purchase a different car!

  

  Business response

  01/08/2022

  Hello, We received notification that this customer was having issues with her car and followed up with the repair shop in ******. In the process of trying to gather information on their findings, the repair shop did not respond to our request for several days. Once we did get a hold of them, we were informed that the customer drove the vehicle away from the shop and that they could not give us any more information. Most all of our work comes with a nationwide warranty and like any other company we have to go through our process of gathering the facts of the situation, evaluating those fact, submitting the facts of the situation to the warranty company that takes care of our warranty claims when they happen to be out of town or out of our range geographically.  After several attempts to contact the customer, we received this complaint through the BBB. We are totally willing to initiate a warranty claim for this customer but it has to be done through the proper steps of our warranty process and partners. At this point, we have not been given any of the information we requested and therefore are not able to do anything further to assist this customer. Thank you.

  Customer response

  01/12/2022

  Hello,
  
  I disagree with what 3A Automotive has written to you.  The day I dropped off my car to be inspected as to why it was not working properly, ************ & Automotive in ***********, ****** went over my car, took photographs of the issues they found, and then I gave them 3A Auto's information.   Absolute Air emailed the photographs they took to 3A Automotive and, I was told, tried to explain what they found, but got nowhere.
  
  I tried to talk with 3A Auto, requesting to speak to *****, their office manager, who had told me they would honor their warranty and all I had to do was put them in contact with the repair company wherever I was located, to talk to them about fixing the car.  I was told ***** was not available and the person to whom I was speaking at that time hung up on me, quite rudely, and that was the very last communication I have had with 3A Automotive.  They never contacted me again.
  
  The problem with my car started a week before I was to move to ******, and less than a month after I had taken the car to 3A Auto when they replaced the engine of my car.  It had started to overheat - AGAIN.   I took it back to 3A, telling them I was leaving in just a few days for ****** - supposedly, they fixed whatever was wrong, and the car did get me to ******.
  
  However, due to rain and cold weather when we reached ******, we tried to use the heater and defrost functions, which did not work.  I took the car to *********************** in *********** after arriving in ******, ******.  They kept the car a couple of days while I tried to reach 3A Auto in ******* to find out if they would honor the warranty I was told came with the work they had done on my car.
  
  *********************** took photographs of the issues they found with my car, which ended up being problems with the same parts 3A Auto supposedly fixed.  3A Auto had just installed a new engine into my car only a month earlier, and *********************** was telling me what I needed, was a new engine - AGAIN!  This just isn't right.  I did take my car home as I could not leave it at *********************** indefinitely while waiting for 3A Auto to decide what they were going to do, nor did I have the money for yet another engine.
  
  3A Auto never did call me after my initial conversation with someone named ****, who told me ***** was not available.  He hung up on me and was rude.   
  
  Sincerely,
  ****** Tree

  

  Business response

  01/12/2022

  Hello, Like I said in the first response, we have a nationwide warranty which needs to be submitted with the full details of the problems found with the vehicle.  We do not pay for these repairs directly. We pay for insurance so that we can offer such a warranty nationwide. When an engine is condemned, there are certain tests that need to be performed in order to show that the engine has failed. One of the tests that we requested from the shop in Oregon was called a block test. This test is very common and simply uses a chemical to show if there is exhaust fumes in the engine coolant. To our knowledge a block test was not performed and when we asked for that test specifically with pictures the shop did not respond. I'm getting the idea that maybe Ms. **** does not have the vehicle anymore so our nationwide warranty is of no use to her any longer. I understand this is very frustrating for her as she spent a lot of money to get her car repaired. We do not like these situations either and do our best to resolve them when they do occur. But without communication directly with Ms. **** or with a shop that can get us the required information we need to file a claim for a warranty, this situation will not resolve. As a matter of goodwill, we will offer her $500. But without further information and direct communication on the details of what the full diagnosis is on her car, that is all we can do to resolve this complaint. I personally tried to reach out to Ms. **** and the number we have on file for her says it is no longer in service. We don't have an email or a new address to try and contact her directly. Thank you.

  Customer response

  01/18/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

   

  I accept the $500 offered, although I still think that the service I received from the business is less than what I expected from them.  If I receive the money, it will cover the testing I had to have done on the bad engine that they installed.
  
  Regards,
  
  ****** Tree
  
   

  
  

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