ComplaintsforBrandon's Auto Repair & Diesel Service

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid them for a new motor to be put in my ********* Ive had nothing but issues with the motor, it wont go over 80mph. I have warning lights coming on. Ive taken it back to them and they had an excuse for everything. I have also paid for extra repairs that didnt fix anything. I finally took it back one last time because it started stalling and every dash light possible came on. They finally said the motor is bad and they are going to fix it at no charge. Its been four months in there and they and the warranty company that they chose are pointing the finger at each other for whos taking responsibility. Ive sent them my oil change receipts and still nothing is getting fixed on my *********

  Customer response

  06/20/2024

  When I picked up my car this is how they gave it to me.  My car was misfiring due to they left one ignition coil on my floorboard and one hanging not connected.

  Customer response

  06/20/2024

  When I picked up my car this is how they gave it to me.  My car was misfiring due to they left one ignition coil on my floorboard and one hanging not connected.

  Business response

  08/12/2024

  Customer brought vehicle in for *********************** September 2022,  motor was replaced and customer left with a 2 year/24K mile warranty on 1/20/2023.   Customer returned on 9/20/2023 with some suspension issues and stated that the vehicle would not go over 80 mpg,  we fixed suspension components and could not duplicate the engine issue.  Customer Returned on 1/4/2024 stating again that the vehicle will not go over 80mph, after diagnosis it was determined that the engine had something wrong internally.  We attempted to get the engine warrantied for the customer but the customer could not produce proof of required maintenance (oil changes) done since the motor was put in.  Due to mileage there should have been at least 2 oil changes in the time frame the customer was driving the vehicle.  ******** stated that he probably did the oil changes himself or the guy he used didn't give him receipts.  No maintenance or other services were done at our facility.  Without proper documentation proof of the required maintenance the warranty was void.  ******** took several months to try and get the information to us to properly process this claim in a timely manner, once final customer is understandably upset but we did everything in our power to warranty the motor. 

  Business response

  08/12/2024

  Customer brought vehicle in for *********************** September 2022,  motor was replaced and customer left with a 2 year/24K mile warranty on 1/20/2023.   Customer returned on 9/20/2023 with some suspension issues and stated that the vehicle would not go over 80 mpg,  we fixed suspension components and could not duplicate the engine issue.  Customer Returned on 1/4/2024 stating again that the vehicle will not go over 80mph, after diagnosis it was determined that the engine had something wrong internally.  We attempted to get the engine warrantied for the customer but the customer could not produce proof of required maintenance (oil changes) done since the motor was put in.  Due to mileage there should have been at least 2 oil changes in the time frame the customer was driving the vehicle.  ******** stated that he probably did the oil changes himself or the guy he used didn't give him receipts.  No maintenance or other services were done at our facility.  Without proper documentation proof of the required maintenance the warranty was void.  ******** took several months to try and get the information to us to properly process this claim in a timely manner, once final customer is understandably upset but we did everything in our power to warranty the motor. 

  Business response

  08/12/2024

  Customer brought vehicle in for *********************** September 2022,  motor was replaced and customer left with a 2 year/24K mile warranty on 1/20/2023.   Customer returned on 9/20/2023 with some suspension issues and stated that the vehicle would not go over 80 mpg,  we fixed suspension components and could not duplicate the engine issue.  Customer Returned on 1/4/2024 stating again that the vehicle will not go over 80mph, after diagnosis it was determined that the engine had something wrong internally.  We attempted to get the engine warrantied for the customer but the customer could not produce proof of required maintenance (oil changes) done since the motor was put in.  Due to mileage there should have been at least 2 oil changes in the time frame the customer was driving the vehicle.  ******** stated that he probably did the oil changes himself or the guy he used didn't give him receipts.  No maintenance or other services were done at our facility.  Without proper documentation proof of the required maintenance the warranty was void.  ******** took several months to try and get the information to us to properly process this claim in a timely manner, once final customer is understandably upset but we did everything in our power to warranty the motor. 

  Business response

  08/12/2024

  Customer brought vehicle in for *********************** September 2022,  motor was replaced and customer left with a 2 year/24K mile warranty on 1/20/2023.   Customer returned on 9/20/2023 with some suspension issues and stated that the vehicle would not go over 80 mpg,  we fixed suspension components and could not duplicate the engine issue.  Customer Returned on 1/4/2024 stating again that the vehicle will not go over 80mph, after diagnosis it was determined that the engine had something wrong internally.  We attempted to get the engine warrantied for the customer but the customer could not produce proof of required maintenance (oil changes) done since the motor was put in.  Due to mileage there should have been at least 2 oil changes in the time frame the customer was driving the vehicle.  ******** stated that he probably did the oil changes himself or the guy he used didn't give him receipts.  No maintenance or other services were done at our facility.  Without proper documentation proof of the required maintenance the warranty was void.  ******** took several months to try and get the information to us to properly process this claim in a timely manner, once final customer is understandably upset but we did everything in our power to warranty the motor. 

  Business response

  08/12/2024

  Customer brought vehicle in for *********************** September 2022,  motor was replaced and customer left with a 2 year/24K mile warranty on 1/20/2023.   Customer returned on 9/20/2023 with some suspension issues and stated that the vehicle would not go over 80 mpg,  we fixed suspension components and could not duplicate the engine issue.  Customer Returned on 1/4/2024 stating again that the vehicle will not go over 80mph, after diagnosis it was determined that the engine had something wrong internally.  We attempted to get the engine warrantied for the customer but the customer could not produce proof of required maintenance (oil changes) done since the motor was put in.  Due to mileage there should have been at least 2 oil changes in the time frame the customer was driving the vehicle.  ******** stated that he probably did the oil changes himself or the guy he used didn't give him receipts.  No maintenance or other services were done at our facility.  Without proper documentation proof of the required maintenance the warranty was void.  ******** took several months to try and get the information to us to properly process this claim in a timely manner, once final customer is understandably upset but we did everything in our power to warranty the motor. 

  Customer did provide us with an oil change receipt that was prior to the motor being replaced. 

  Business response

  08/12/2024

  Customer brought vehicle in for *********************** September 2022,  motor was replaced and customer left with a 2 year/24K mile warranty on 1/20/2023.   Customer returned on 9/20/2023 with some suspension issues and stated that the vehicle would not go over 80 mpg,  we fixed suspension components and could not duplicate the engine issue.  Customer Returned on 1/4/2024 stating again that the vehicle will not go over 80mph, after diagnosis it was determined that the engine had something wrong internally.  We attempted to get the engine warrantied for the customer but the customer could not produce proof of required maintenance (oil changes) done since the motor was put in.  Due to mileage there should have been at least 2 oil changes in the time frame the customer was driving the vehicle.  ******** stated that he probably did the oil changes himself or the guy he used didn't give him receipts.  No maintenance or other services were done at our facility.  Without proper documentation proof of the required maintenance the warranty was void.  ******** took several months to try and get the information to us to properly process this claim in a timely manner, once final customer is understandably upset but we did everything in our power to warranty the motor. 

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In reference to warranty repairs being made to a 2018 ****** C-HR: Vehicle was brought to *******'s in June of 2023. *******'s is the shop whom the warranty company had the vehicle towed to for repair. A faulty gear selector and transmission was diagnosed fairly soon after arrival (i.e., within one month). As of late November 2023, repairs to the vehicle have yet to be made. Multiple contacts with employees at *******'s have resulted in conflicting and/or vague communications as to the status of repairs. Attempts and requests to contact the owner and/or management for status and resolution have gone unanswered.

  Business response

  02/02/2024

  On June 6th of 2023 ******************************* car was towed in at 2:25pm and the receptionist received the keys from the towing company at 2:****, at that time she got the car all checked in and she had to contact the customer several times via text, phone calls and left Voicemails in order to get all needed customer information. Technician stated he would start inspecting the vehicle with what the tow truck driver informed us, which was that the vehicle would not shift into gear.  Again we did not get lots of information from the tow truck guy. At 2:43 ***** (Driver of Vehicle) called and provided all the information we needed to start our diagnosis. On June 7th the technician pushed the car in and started his diagnostic, the technician went to the service advisor and asked for one hour of pre approval. The service advisor shared the estimate at 10:12am to the customer (*****) and tried calling him, the service writer couldn't get ahold of the customer so she did leave a voicemail for him and also tried to contact the customer through text and didn't hear back from him until 6:14pm after closing time. The next day the 8th the advisor told the technician the customer approved the diagnostic time for the transmission. At 10:27 the technician found the transmission fluid burnt and the transmission shifter cable broken, that's when the tech put an estimate together so the service writer could call the warranty. On June 9th the writer called the warranty at 8:57am and they said the name on the ** does not match the name for warranty so she had to call the customer to see what name it is under. Advisor called the customer with no answer so She had to leave a voicemail for them to give me a call back also texting them, at 11:38am ***** text her saying ******** or ***********************." is the name on warranty. About 1:30pm sameday the writer called the warranty back and went over the estimate on what the car needed, that's when the warranty requested pictures of the broken shifter cable and the transmission fluid, that's when the advisor sent off pictures to the claims department. From the 9th-14th of June the writer did not hear anything from the warranty so she called them on the 14th at 9:06am and they said they should get back to her sometime this week. On the 15th advisor called the warranty again and they said they are sending an inspector out within ***** hours. They also said they need to know why the shifter cable is broken but we can show the inspector when he gets here. On the 18th the inspector came out and met with the tech and adviser and that's when he took his pictures he needed for the warranty. On the 20th Advisor called the warranty for an update and they said they have not looked into it. They got the pictures late yesterday, once they look at it they will call us with an update. For six days the writer did not hear anything from the warranty, that's when she called them on the 26th at 3:57pm and that's when they stated they are waiting for the customer to call them back because they need more information from them the customer.  The Advisor called the customer ***** at ****** to inform him that the warranty was trying to get ahold of him, ******** (*****) stated okay I will call them. From the 26th of June to July 11th Advisor did not hear from the warranty and she reached out to the warranty on the 11th at 9:14am and that's when they said they have a few more questions for the customer and have not been able to get ahold of them,  that's when ** from Alpha Warranty asked the Advisor to call ***** and tell him they have been trying to reach out to them and if he can give them a call so we can get this thing rolling. On the 12th-13th the advisor was still waiting to hear back from the warranty. On the 19th  of July ** from Alpha Warranty emailed her the advisor at 8:11am  giving her an update saying

  EMAIL----"just a quick update as to where the claim is at.  We are waiting for the customer to send in all of her tire replacement invoices. She (the customer) has sent two of them, but the we are in need all of them to proceed with the claim.  Could you send us the ALL-current tread depths by either calling them in or simply responding to this email" END OF EMAIL.  SEE ATTACHED EMAIL.

  This is when the advisor went out to the car and got all 4 current  tire depths and emailed them off to JJ at Alpha warranty at 9:49am same day. August 3rd advisor  got an email from Alpha warranty saying

  EMAIL---"Sorry for the email, but due to call-out restrictions due to staffing, I cant call out for a couple of hours.  The reviewer for this claim wants to see if you still have the sample of CVT fluid and if so, could you pour some across a white paper towel or coffee filter to show the debris in the fluid or the transmission?: END OF EMAIL SEE ATTACHED EMAIL

  The Advisor then sent the pictures again to the warranty. On the 16th of August the warranty called the Advisor and they approved the transmission and the shifter cable to get replaced.

  From this day our Parts Manager was in search for a Transmission and shifter cable. On 9/26/23 we were informed during search for parts that the Shifter Cable was on National Backorder.   On 10/19/23 Advisor received a call from the warranty stating that they had found a transmission. Transmission was not sent to us for unknown reasons.   10/31/23 Shifter cable was still on backorder but warranty called stating that they had found one and would be shipping to us and it would be 4-5 days out.  ******** then advised the Advisor that they were still in search of a transmission to send to us. The search continued for a Transmission. 

  Advisor called the Warranty on 12/11/23 and was told that they were still trying to find the parts to send us.  

  12/21/23 Warranty called and advised that they have found a Transmission and that it would be 3-4 days to be shipped to us and due to the holidays could be delayed. 

  Transmission was received on 1/3/24.  Transmission install was complete on 1/5/24.  Customer added other *********************** to be done.  Vehicle was officially done and picked up on 1/12/24.  

  Vehicle was received from the tow truck on original drop off with the shifter/center console completely disassembled,  upon reassembly after repairs it was found that the parking brake switch within the center console was not working and appeared to have soda spilled on it.  This was brought to the customers attention and a new claim was started with the warranty.  Customer left with vehicle and returned on 2/1/24 to have the part replaced for the parking brake, part was fixed and customer left same day with vehicle in full working order. 

  I will also like to state that during the entire process of dealing with the warranty company and customer that the person we were legally supposed to be dealing with was *************************** (mother of *****) per warranty and there were several incidences where a young woman (****** Girlfriend) would call and answer the phone calls from the advisor and claim to be ***************************.  This would cause miss information to be shared or received and making the process harder and longer as well. 

  Business response

  02/02/2024

  These are the emails between Advisor and Warranty. 

  Business response

  02/02/2024

  The Customers Vehicle has a 24 month/24K mile warranty. 

   

   

  Customer response

  02/02/2024

  I am rejecting this response because:   Although repairs have finally been made, my wife ********* provided to the same people her requests to be called directly about the status of repairs.  When she'd call, she'd normally speak to the same people and would be given different reasons why progress was stalled.  One of the final reasons was to state that they are a small business that cannot afford paying for the transmission upfront resulting in them only being able to complete one large job at a time.  While this is somewhat understandable, 6 months of waiting was too long and should have been started upfront.

  My wife also had to call the warranty company many times, being told that they had called the repair shop and could not successfully speak to anyone.  

  On more than one occasion, my wife and myself requested to speak directly to the owner, whom never once attempted to return our calls.

  While I do also understand my son's interference may have been frustrating, the shop was told my wife's direct phone number, which was rarely (if ever) called to tell her what needed to be done, if anything.

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