ComplaintsforPotranco Automotive, Inc.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: Nov 3, 2022 for 1) AC not cooling service; 2) Check GPS FOB no data and 3) Oil and filter change. Total estimate was about $500.00 but I was not given a copy.For what should have been about $50.00 oil and filter change, I was billed $673.00 for a leak coming from the engine which I did not prior authorized. The mechanic took upon himself to remove the oil pan to check rear engine seal oil leak.I had a better explanation but was somehow missing now. I apologized for this explanation.The truck was released to me after paying in full $2, ****** on Nov. 8, 2022

  Business response

  01/03/2023

  To whom this may concern,

  I spoke with ********************** about this over a month ago and thought we were all good. I am very surprised to get this complaint as there was nothing more clearly we could do. Please know that we would never continue with ANY repairs with out a customer's approval. I am enclosing all of the paper work associated with this transaction. Included is the write up at the front counter upon receiving the vehicle on 11-2-2022 signed by the customer. Also is the final repair order from 11-8-2022 also signed by the customer. Two other important pieces included is the free courtesy ck. of the vehicle stating the oil leak with a picture as well as the other repairs needed, as well as a conversation between ***** (my service writer) and **********************. We went to a texting platform several years ago. We use it to communicate with the customers. We are able to send videos and pictures as well thru this platform. In this case we sent a video of the bad tie rod ends and a picture of the oil leak we found at the pan. You will see in the texting conversation how we told the customer bout the oil leak and ********************** replied saying "Please proceed to do what is necessary to fix the leak from the oil pan. Just want to let you know I have not seen any oil droppings in the spot where I parked the truck." as you will see the texts are dated and time stamped. These texts are saved in our system on every customer. Again i do not know what else we could have done differently. Please let me know if there is anything else I can explain about this situation. 

  Thank you,

  ***************************

  Customer response

  01/04/2023

  Complaint: 18657156
  
  I am rejecting this response because:
  

  Dear ********************,

   

  1) In response to your email, please note I can not open the message about loose tie rods. Anyway, I have no complaint about this particular job and accepted and paid all the charges.

   

  2) You will see in the original estimate, that I only asked for oil and filter. I did not asked at all, to remove the oil pan. The courtesy checks were listed only after the fact and I was given copies of the estimate.

   

  3) The mechanic called about the oil leak behind the engine, just before the transmission and that to fix it, it will cost me well over $2, ******. The mechanic apparently decided to removed the oil pan, before he spoked with me and did not asked for permission. I have not think or budgeted this expensive job.

   

  I am over over 70 years old, but my mind is still sharp enough to know that removing the oil pan is not part of oil and filter change service. This is contrary to the statement from ********************** that I approved to remove the oil pan (to check the leak) and replace the oil pan seal. I approved the job to replace the oil seal, reinstall the oil pan and change the oil, only after the fact the oil pan was already removed. Do I have another choice?

   

  Of the three job orders completed, this is only portion (oil pan removal) the I am complaining for. The rest, I am at their mercy what they do and charge me.

   

  I am glad there is BBB we can turn to assist how handle dishonest mechanical jobs. Thank you!

   

  Best regards,

   

  *************************

  
  Regards,
  
  *********************************

  Business response

  01/05/2023

  I have nothing else to add. I can only stress that we would never perform a job without the customers consent. It has been this way since we opened over 30 years ago. 
  ****

  Customer response

  01/05/2023

  Complaint: 18657156
  
  I am rejecting this response because:
  
  Regards,
  
  *********************************

  Customer response

  01/06/2023

  Complaint: 18657156
  
  I am rejecting this response because:
  

  Dear BBB, 

   

  I have nothing to add too but it don't mean I concur with any decision.

   

  Sincerely,

  *********************************

  
  

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to this shop August 29th, I heard good reviews about them so I was confident that they could help me. The man that helped me get checked in said that they would get my car looked at by tomorrow afternoon. Its a big shop, so I gave them some time before I called to check in with them. Im a single mom who has to work, so after couple days of not hearing anything I called to see what was going on. With an attitude (like I was wrong for asking questions) the man told me he would get back to me when they got a technician to look at my car. I said okay *** and found another way to work. Another day goes by still nothing. Friday morning I call to ask for an update, because by this time these people have had my car for a week, and I dont know anything. The technician I spoke with said they were going to charge me $998 for a part that cost $125.. so I said absolutely not no thank you I will come pick up my car. I got my car back and my dash was lit up like a Christmas tree, two of my tires were completely flat. Diagnostic that they charged me for, was no way for my car. They approved things I know for sure havent been worked on. It was just a waste of time, a waste of money, and now I have to figure out why these lights keep coming on in my car. It now jerks when I drive, and when I turn on my ac the whole car shakes and before I gave it to them you can hear it trying to work. Now it makes absolutely no noise, so Im not too sure if they kept the old compressor thats not something I can figure out on my own. *** also had to glue, yes glue the front of my car together. The front bumper as been lose for sometime but if was completely hanging off. None of these problems I had before I dropped my car off. I did call back afterwards to see If they knew why all these lights have come on. Whoever I spoke to was so nonchalant and didnt sound interested in helping me out. They got my money, I got more problems in return.

  Business response

  09/26/2022

  Good Morning,

  Not sure why this customer is so upset with us. The vehicle was dropped off Aug. 29 at 3:19 PM and picked up on Sept. 1  at 5:10 PM. We had the vehicle here for 3 days. The vehicle came in for an issue with the a/c not blowing air. We diagnosed and recommended a blower motor and blower motor resistor. The quote was around $900.00 plus tax, this was for diagnosis, parts, and labor. The customer opted not to repair and picked up the vehicle. We never heard from the customer again. I am enclosing some documents from my credit card processor showing how the customer decided to try and take back the money  we charged her for the diagnosis of the vehicle issue, which we rightfully earned. We treated the customer with respect as we do with all of our customers. As for the 2 flat tires and the bumper hanging down, I am at a loss of what to say about that. I looked back at my cameras of when she picked up the vehicle. I have several angles from different cameras showing her pick up the vehicle and drive off and you can clearly see there are no flat tires and the bumper is definitely not hanging down. This video is saved and I would be happy to share with anyone. I would like to say that if a customer is dissatisfied with us. I recommend they contact me (the owner), before all of this. I have been here 31 years and am a very reasonable person.

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