ComplaintsforWest Lake Auto Center

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2010 ***** cobalt from them within the first month it was overheating I told them about the problem and they said it was the thermostat which the stated they fixed. Then my car stopped working so I took it back and the radiator was cracked, the water pump needed to be replaced and a seal they stated the repairs would cost $1,300 when it finally was ready they told me the repair cost would be $1,700 and that they already did the repair so I had to pay it. I have had my car back not even 3 months and now my car has a blown head gasket due to overheating. everything that was repaired should have resolved any over heating issues. So here I am a single mom paid over $7,000 for a car that in the short 2 years I have had it I have had to have something repairs multiple times and now its to the point that I can not repair another thing due to them not having the car actually functioning. the new repairs will cost over $1,000 so now I'm forced to get a new car.

  

  Business response

  06/12/2023

  On January 22. 2021 ********************* purchased a 2010 Chevrolet Cobalt *** *** *****************, from West Lake Auto Center. At the time of purchase, ***** signed the buyers guide acknowledging that she was buying the vehicle As-Is with no dealer or factory warranties attached to the vehicle. ***** also did not purchase an extended warranty or service contract. At the time of purchase the vehicle miles were 137134.
  On or about February 2, 2021 the above vehicle was serviced at the West Lake Auto Center ****************** and a thermostat was replaced at no cost to the customer, even though there was no warranty or service contract for the vehicle. At the time of the repair there were no other noted issues or complaints by ***** and the vehicle was driven away by ***********
  On or about October 6, 2022, the above vehicle was moved to the West Lake Auto Center ****************** from a neighboring automotive repair shop and it was inoperable. The vehicle was moved to the West Lake Auto Center ****************** which had been agreed upon by ***** as ***** was behind on her vehicle payments and West Lake Auto Center was to maintain possession of the vehicle until ***** caught up her vehicle loan payment.
  Between October 6, 2022 and February 27, 2023, ******* vehicle was at West Lake Auto Center ******************. The vehicle was stored for approximately 5 months and as a courtesy to ***** she was not charged any storage fees, which are normally $45.00 per day.  ***** did make random payments to catch up her vehicle loan. Also during this time, West Lake Auto Center ****************** diagnosed ******* vehicle as ha***g a broken timing chain, which would need to be removed and replaced. 
  In February 2023 an agreement was made between ***** and West Lake Auto Center to repair the vehicle and once the repairs were completed, ***** would pay the shop bill,  pay off her vehicle loan and take possession of the vehicle.  After the repairs were completed, during a test of the vehicle engine, it was discovered that the radiator was also in need of being replaced. West Lake Auto Center ****************** was unable to diagnose the radiator previously as the vehicle was brought to the facility inoperable and there were no signs of a faulty radiator. ***** was made aware of the need for the radiator and advised that the shop bill would be increased due to the cost of the radiator and its installation. ***** agreed to the additional repair. At this time the vehicle miles were noted to be ******, showing that ***** had driven the vehicle a total of ***** from the time of purchase up until the time the was in need of repair.
  On or about February 27, 2023, ***** had previously paid off her vehicle loan and arrived to pay the shop invoice and take the vehicle.  ***** took possession of her vehicle and has not had any further contact with West Lake Auto Center or West Lake Auto Center ******************.
  This is the first we have heard of ****** car ha***g a blown head gasket and cannot confirm this as fact. The vehicle was not brought to ** for diagnosis, nor could the vehicle have been driven for three months if indeed there was a blown head gasket present when it left our shop. 

  Customer response

  06/12/2023

   
  Complaint: 20132069
  
  I am rejecting this response because:
    What was stated about the recent repairs on the car is wrong they knew about the radiator as shown with the invoice i have provided. They verbally told me that the ordered the wrong parts and that is why cost went up. Also my car was there for as long as it was because i was told they wouldn't release the car until it was paid off including the repairs. Also the new problem has not been brought to them because of this whole situation. I don't trust them. They repaired the thermostat because it was withing weeks of the purchase. With this all being fixed the thermostat the radiator the water pump the crankshaft seal a fresh oil change my car shouldn't have a blown head gasket or any problems with my oil which it was 2 quarts low.I paid ******** on 2/27/2023 my car started having issues on 4/3/2023. It just is wrong specially when parts are cheaper than what i paid. I bought the car 02/22/2021 paid the car off by 2/15/2023 23 month agreement and i was only a few weeks past pay off date. I have also attached the original agreement.  The business did the repairs prior to e agreeing to the ******** we had agreed on ******** on 10/26/2022. This is where the problem lies plain and simple the repairs, they did should have not caused a blown head gasket my car doesn't even show that its too hot which means the thermostat is not working properly either. i feel i have provided enough information for the complaint to be found true in my favor.
  Sincerely,
  
  *********************

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/29/2022, I purchased a **** ***** XC70 from West Lake Auto Center, and took possession of the car on 2/1/2022. Between 2/2/2022 and 4/1/2022, the car was in their repair shop on 2/2-3/2022, 3/3-4/2022, 3/7/2022, 3/15-17/2022, 3/21-4/1/2022. On 3/20/2022 the timing belt broke on the car. After the repair done on 3/21-4/1/2022, I discovered that the timing belt was moving laterally back and forth across the camshaft sprocket. When the new timing belt was installed during the repair of 3/21-4/1, they did not install a new tensioner pulley, a new idler pulley, or a new water pump; replacement of these parts is considered to be standard when replacing a timing belt. The name of the salesperson who sold us the car is ***************************, the names of the two mechanics on staff are *******************, and Durango (no last name obtained), the name of their receptionist is ******, the name of their head salesperson is *** (no last names obtained), and the owner's name is *************************. At no time were we given any written estimates for the work done on the car; for the repair on 3/3-4/2022, a new pump for the washer system was installed without prior authorization from me, and for the repair done on 3/15-3/17, a used camshaft sprocket was installed without notifying me that this was a used part. Total amount spent for car, towing, and repairs is $7,480.83.

  

  Business response

  05/04/2022

  Please see attached business response

  Customer response

  05/06/2022

   
  Complaint: 17107728
  
  I am rejecting this response because: This is my response to, and rebuttal of, West Lake Auto's response to my complaint of 04/24/2022.On 1/29/2022, we purchased the car. We took delivery of the car on 2/1/2022. The morning of 2/2/2022, the car would not start. We had the car towed to West Lake Auto Center. When we picked up the car on 2/3/2022, the reason given by the mechanic for the car not starting was that the electrical connection between front and back battery terminals had loosened, and the starter was not getting any electricity, thereby making the car unable to start. At no time was there any mention of a problem with the starter itself, nor were we advised that the starter had been replaced, nor did we receive any type of invoice for same.For the repair done on 03/03/2022 our three complaints were oil leak, windshield washer bottle, turn signal flashes intermittently, instrument cluster dimmer doesnt work. The washer fluid reservoir leaked. We authorized a used reservoir to be installed, however, we did NOT authorize the installation of a new pump. After picking up the car on 3/4/2022, I drove the car back to Clearlake from Lakeport, I noticed that it would shake and vibrate upon acceleration, and it seemed to lack power; it just feel not feel or sound right. I then called Westlake Auto at 4:42 pm and spoke with ****** the owner. He said that it sounded like the engine had a misfire, and to bring it back in to be looked at, however, this could not happen until Monday March 7th since the shop was closed on weekends. We decided not drive the car back to Lakeport to avoid any possible or further damage to the engine. On March 7th, I once again had the car towed to the shop by All American Tow. It was determined that water had gotten into three of the engines five cylinders. This occurred when *******************, the mechanic, washed off the engine with water so it could be determined as to where the oil leak was coming from.On 03/15/2022 we took the car in for repair of another oil leak. This was attributed to a faulty camshaft sprocket, which was replaced with a used part. Despite West ********** assertion that we authorized installation of a used camshaft sprocket, neither of us recall being asked for said authorization.On 3/20/2022, the timing belt broke. According to our friend who towed the car back to West Lake Auto, the belt broke because it was not put back on correctly after the repair done on 03/17. In order to replace the camshaft sprocket, the timing belt needs to be removed and then put back on. Our friend is an ASC Certified Master Technician. When discussing the repair to be done on the car, ************************* stated the following work would be done: a new timing belt would be put on the car, new valves to replace the bent valves, a new head gasket, a new water pump, and re-machining of the engine cylinder head. During the eight days the car was in the shop, we told the personnel of West Lake Auto no fewer than four times that we wanted to see the old parts. When we picked up the car on 04/01/2021, we received all of the old parts in their entirety except for the timing belt; apparently all that was left of the timing belt was a piece about three inches long. All of the promised parts were installed except for the water pump. Also not installed were a new tensioner pulley,or idler pulley; installation of these parts is considered to be standard when replacing a timing belt. When asked why these parts were not installed the response was that this was "not in their budget." On April 8, I found what appeared to be a piece of some type of belt on the ground in front of the car.I looked under the hood, and found the timing belt to be shifted all the way to the left of the camshaft sprocket. Later examination of the timing belt showed it to be moving laterally back and forth across the sprocket as it spun around. When this latest issue was brought to ***************************** attention, he agreed that the car was not safe to drive, and it needed to be repaired, but he did not seem to want to entertain the idea of either making the necessary repairs, or to allow a trade-in for another car. It is our assertion that all of the problems with this car were all due 1) Mechanics error, and 2) cutting of corners by the owner/mechanics. We are therefore asking for full reimbursement of all tows, and full reimbursement for all the repairs we paid for done by West Lake Auto.Sincerely, *********************

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