Big Apple Automotive, Inc.

Honda Civic was towed in on 2/17/as a no startThe customer authorized diagnostic to pinpoint problem with vehicle not startingCustomer also had concern with with fuel leak coming from the fuel filter after customer attempted to repairDiagnostic revealed spark was not present due to
defective distributor assemblyAlso fuel leak could only be corrected by replacing fuel filterCustomer authorized repairs and repairs were madeVehicle started and ran with no problems after repairs were made
The daughter of the customer brought the vehicle back on 5/13/at 8:am with the complaint of vehicle running roughDiagnosed for rough running at no charge and found spark plug wires on cylinders #and #arching through insulation due to defective wiresShe was advised that the wires were defective and was advised that spark plugs were fuel fouled from misfire conditions on cylinders #and #and wires were defective and needed to be replaced to correct the problemCustomer was also recommended the induction service for excessive fuel debris in systemCustomer states they run fuel injector cleaner in vehicleInduction service addresses throttle body and intake manifoldThe daughter authorized all repairs in person at 8:am on 5/13/Repairs were completed and system was rechecked with no problems foundA complementary courtesy inspection was preformed and items of concern were noted downThe daughter and wife of the customer were walked through services that were advisedSome were based on leaking or damaged partsSome were based on mileage onlyThe wife paid for bill with no concerns toward anything on the billThe daughter and wife were informed if they had any questions to please not hesitate to call or stop byFinal invoice was signed and the daughter and wife of the customer left
June 7, *** ***, Owner of Big Apple Automotive, called the customer and offered to reinspect the vehicle in his presence to confirm our recommendationsCustomer stated he had no time to bring it in and declined further inspection

11/10/17 Response to Complaint ID 12462555: I am responding to this complaint's second notice because I could not reach the customer directly to resolve.  I was not aware of the complaint until the first notice was sent by mail. No refund will apply to said complaint and the following is...

why: Mrs. [redacted] brought this truck in for an ABS light, brake light on dash, no rear running lights, no rear brake lights and a smog test.  The ABS light diagnosis came first with a discrepant rear wheel speed sensor, we recommended replacement of the sensor (along with fluid service as preventative maintenance) and further diagnosis, we also advised the customer that during the test drive, the vehicle hit a bump and the ABS light came on, further inspection found severe rodent damage to the wiring, likely affecting the ABS system and the rear light issues, customer was advised and aware that this type of repair can be very time consuming. Customer picked up this vehicle and returned it on Monday for continued diagnosis and smog test.  We found at that time that the wiring repair that was previously done had been compromised and advised the customer. We also found that the hazard lights come one when left turn signal used and right turn signal flashes rapidly, different problems than when it left). Customer was very upset that we asked about the "new wiring" and said that they had done nothing.  We were able to take pictures of this new wiring and have saved it to the file.  The customer's son "[redacted]" came by and confirmed that new wiring repair existed. We proceeded to smog the truck and decipher the new wiring.  Customer insisted on picking up the truck before it was completed.  We towed the truck to her residence because none of the rear lights were functioning properly  preserving  the safety of the customer.  Customer was very aware of this situation.  This truck did not return the following week for completion, we attempted to contact the customer with no response, we finally were able to reach Mr. [redacted] who promptly told us that he took the truck somewhere else and some other things that were not nice.  Big Apple did not have the chance to complete the repair and the customer was aware of all events.    Sincerely, [redacted] Manager

Big Apple Auto & I reached a satisfactory resolution which included me pulling my complaint. Please let me know how this can be accompmished.

Initial Business Response /* (1000, 9, 2015/07/20) */
Contact Name and Title: [redacted] MANAGER
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@BIGAPPLEAUTOMOTIVE.COM
My name is [redacted] I am the manager here at Big Apple Automotive, I dealt directly with Mr. [redacted]. 2004 Chrysler...

300 license [redacted] came into the shop June 26, 2015 for a smog test. The vehicle failed a visual inspection due to a damaged pcv hose. To replace the hose properly, a hose assembly was needed and a quote given. Mr. [redacted] declined the repair and promptly complained to Big Apple Store 1. We then offered to replace the hose for him if he purchased it the next morning. Mr. [redacted] did not show up or call. He came in again on Monday June 29, 2015 and requested a re test. We brought the car in and found that the original hose had been replaced and also found another piece of hose damaged. (likely happened during the installation of the original damaged hose) We fixed the other hose at no charge and smog tested the car and it passed. Since then Mr. [redacted] has complained to AAA and Revdex.com. We tried to contact Mr. [redacted] to resolve his issue, but he did not return our calls.
This smog test was not done with motivation to "upsell" anything, it was done strictly by the rules that apply to a state certified smog technician.
It is my conclusion that Mr. [redacted] is not due any refund at all. Big Apple went beyond their responsibility to help Mr. [redacted].
Initial Consumer Rebuttal /* (3000, 11, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Line 4) Why didn't they offer to replace the hose on the first visit?
Line 7) The hose was not ripped or cut it had a wear crack all the way around the hose. It was overlooked. On the second worn hose the pvc assembly was never mentioned. Why was it offered on the first hose and not the second hose. They failed it the first time with a bad hose why not on the second hose?
In summary: I am sure Consumer Affairs will agree with this. The whole assembly did not have to be replaced the hoses were available at Napa and Car Quest auto parts. Proper visual inspection should of caught them. Also Consumer Affairs says nothing about having to fall smog test to repair. No I don't agree. I have never been contacted by the company.

Final Consumer Response /* (2000, 5, 2015/08/06) */
Per consumer....
Company has resolved the issues.