ComplaintsforA-1 Automotive & Transmission Center, Inc.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against A1 automotive and transmission repair located at ** ******* *** *** ******* ** due to a severely mishandled repair service on my vehicle, resulting in significant inconvenience, financial loss, and further damage to my vehicle. In August of 2023 I took my 04 **** ** to A1 automotive for what I believed to be a relatively straightforward repair. My vehicle was experiencing some issues that I suspected were related to the mass airflow sensor. The vehicle was fully operational when I drove it to the shop, and I expected a quick and professional repair. After the initial diagnostic, the shop confirmed that the mass airflow sensor needed to be replaced. Upon completion of the service, I was informed that my vehicle would no longer start nor drive. The shop failed to provide a clear explanation for why the vehicle, which was running when I brought it in, was now inoperable. To make matters worse, I was forced to arrange for my vehicle to be towed from the shop on a flatbed truck, incurring additional costs and inconvenience. I received my vehicle in a worse condition than when I left it, and the shop has been uncooperative in addressing the issues they have caused. This situation has caused me significant frustration and financial burden, and I believe A1 Automotive should be held accountable for their actions. I am requesting: A full refund for the cost of the original repair, as the service was not completed to satisfaction and resulted in further damage to my vehicle. Reimbursement for the cost of towing my vehicle from the shop. Compensation for any additional repairs that are now necessary to restore my vehicle to its prior working condition. I have attempted to resolve this issue directly with the shop, but their response has been unsatisfactory, and they have shown little interest in rectifying the situation. I am seeking assistance from the BBB to mediate this dispute and ensure that appropriate action is taken.

  Business response

  08/27/2024

  The customer brought his vehicle to A1 Automotive in August 2023. The customer had recently acquired the vehicle. On arrival, the vehicle was running badly, had a check engine light on and was generally in poor condition. The vehicle had multiple problems and it was apparent that the vehicle previously had extensive poor quality repair work attempted. The customer was made aware of the initial findings. Over the course of the vehicle’s evaluation and repair A1 Automotive identified numerous problems to multiple mechanical systems. Due to the condition of the vehicle and the extent of the issues, A1 Automotive contacted the customer and recommended that he come to A1 Automotive in person to see the condition of the vehicle first hand. The customer came to A1 Automotive and spent approximately an hour with the technician and me discussing the condition of the vehicle, repair scenarios and whether to move forward with additional diagnostics or repair work. After the in person evaluation and extensive dialogue, the customer instructed and approved A1 Automotive to dedicate additional diagnostic time to the vehicle. The additional diagnostic time identified root causes of the existing problems as well as additional issues. A1 Automotive notified the customer of the findings and cost estimates. Additional lengthy discussion ensued with the customer regarding the cost versus the benefit of undertaking the extensive repairs on the vehicle. The customer declined additional repair work and elected to remove the vehicle from A1 Automotive. The customer subsequently towed the vehicle from A1 Automotive. The customer made no further contact with A1 Automotive.  
  
  A1 Automotive went to great length to communicate clearly with the customer during the diagnostic and repair process. Our communication included a lengthy in person evaluation of the vehicle for the purpose of making certain the customer understood the condition of the vehicle and the extent of the required repairs. A1 Automotive performed extensive diagnostic and repair work per the customer’s instruction and approval. No compensation or reimbursement is offered. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my 2013 ******* ******** ***** off to them 01/04/24 negotiated the work performed regarding either a new engine or a cylinder head rebuild. they had informed me that the head was sent out to a machine shop (in front of witnesses) and that the machinist had to clean/ replace all valves in the cylinder head or I'd be back in the same position within 3 months, and continued with that lie up until 06/21/24. I had gotten my car back from the shop around 03/12/24. My car ended up having the same issue that I just spent $5,000 to replace 4 months prior. My current mechanic sent me photos of my new cylinder head (they had replaced my original cylinder head without my knowledge) and one of the exhaust valves cracked. Something that wouldn't happen in 3 months. They want to replace the cylinder head and not the valves, but charge me labor even though they had sent me an email that said I had a 12 month / 12,000 mile warranty on parts and work performed. I would like a partial refund for the parts paid for since I had originally gave them $2,000 deposit for a machine shop, a job that never got done that I now have to redo

  Business response

  08/27/2024

  Due to issues with the BB website we were unable to respond to this customer's complaint for several weeks. After multiple calls and attempts to contact BB the issues are now resolved.

  The customer reports that the head for her vehicle was sent to a machine shop for repair. This is accurate. The head was sent to a machine shop. Upon evaluation at the machine shop, it was determined that the the head could not be repaired. Upon learning this information, A1 Automotive informed the customer of the circumstance. A1 and the customer discussed options and the customer elected to repair her vehicle by replacing the head with a remanufactured head. At no time did A1 Automotive represent or attempt to represent otherwise. The vehicle was subsequently repaired and delivered back to the customer. Approximately 3 months later the customer contacted A1 and reported that the vehicle was again having issues with the head. The vehicle was at another shop. A1 Automotive explained to the customer that if the failure was related to the part or the work performed at A1 Automotive, the part would be replaced under warranty and the labor would be covered as well. The customer's repair invoice does state that the parts and labor are covered by warranty and A1 Automotive was willing to honor the stated warranty. In order to honor the warranty, A1 Automotive must verify the cause of the failure. The customer was insttructed to bring the vehicle to A1 Automotive or bring the failed head to A1 Automotive for evaluation. To date, the the customer has done neither.  

*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. ↩