United Auto Repair

Review: I initially brought my vehicle in to have them check a leak coming from underneath the vehicle. While it was there I asked them to check overheating I noticed from driving an extended period of time. It happened once or twice before on long road trips with stop-and-go traffic.. They called me to let me know that the repairs were done. I pick the vehicle up and a few miles into driving the vehicle's temperature gauge is near the red.I call the shop and they arrange for it to have it towed back so they can check. They tell me it needed parts replaced and that they were not going to cover it. They returned my vehicle to me worse than when I dropped it off. My vehicle did not overheat to this extreme. My car is now no longer roadworthy. My vehicle is in worse condition than before I dropped it off. I paid for repairs not to have my vehicle worse off than before I dropped it off.This shop should be held accountable for their actions.Desired Settlement: I would like for my vehicle to be returned to the same condition as when I dropped it of not worse.

Business

Response:

[redacted] towed the vehicle to our shop to primarily repair her vehicle's power steering fluid leak. When the vehicle was here, she requested for us to also check the vehicle's issue with overheating. We were able to determine the power steering fluid leak and ultimately able to repair the leak. When we first checked the issue with overheating, we were unable to identify any coolant leaking from the vehicle. We also were able to confirm that the cooling fan does turn on and the thermostat functions properly. We were able to identify coolant residue on cylinder #4 spark plug, which allowed us to confirm a small head gasket leak. We then recommended to [redacted] to conduct a head gasket service to possibly (not guaranteed) seal the leaks in the head gasket area (does not require removing any cooling system components). [redacted] agreed to the the service. On Friday, 9/11/15, our employee conducted a final test drive. At the end of the test drive, the employee found coolant was leaking through the water pump gasket. We immediately contacted [redacted] and recommended the water pump and timing belt to be replaced. [redacted] declined the service and moved forward with picking up the vehicle and driving the vehicle out of the shop. She contacted us a short time after stating the vehicle is overheating, so we towed the vehicle back to our shop to confirm the issue. We reiterated again to [redacted] that the vehicle is overheating due to the water pump leak. We paid for the tow and reimbursed her for the head gasket service. We also stated to [redacted] that there was nothing that we could have done to cause the vehicle to overheat. [redacted] pointed out that we removed the water pump and reinstalled it incorrectly, but in fact we did not remove any cooling system component on the vehicle. The only item replaced was the rack and pinion to fix the power steering fluid leak and sent the vehicle out for a front end alignment. We then added sealing solution to the cooling system, flushed the coolant, and refilled the coolant. These items would not tamper with any cooling system components nor will it cause the vehicle to excessively overheat. We are willing to work with [redacted] because she is a great person and customer. We believe that the car was not overheating as much as it did when she towed it here, but there was nothing the shop did for the car to overheat more that what it already was.

Business

Response:

[redacted]:We are here to make sure things are right and the customer is satisfied with the end result of the repair. My proposal to resolve this matter is if you are willing for us to stop the excessive leak through the water pump, please tow the vehicle to the shop and we will see what we would need to do to stop the leak (even if it's replacing the water pump). But I cannot guarantee any further concerns with your vehicle overheating (including head gasket issue) since there already was a history of your car overheating. [redacted]

Consumer

Response:

I am rejecting this response because: I have requested for this complaint to be closed as unresolved.

Review: I took my truck into United auto to see if I needed to replace the engine.. Due to the overheating issue. [redacted] had the mechanic look at it, found that yes it does need a replacement engine. I authorized the engine replacement. I was called a week into repairs and that I needed a water pump as well. I authorized the replacement of the water pump. I was told to come get my truck as it was now finished with repairs. I get to the shop and get told the mechanic bent the oil pan while installing the engine and they would be replacing it but needed more time to do so. A day later I was called to come and pick up the truck as it is finished with the oil pan repair. I paid in full, took my truck home and noticed a small drip from the front, initially I thought it was a/c dripping and a normal thing.. After driving up hill I realized it was overheating so I called the shop and talked to [redacted] about the overheating and told him what I noticed. He told me a week later to bring it in and he'd have the mechanic check the engine for me. I brought it in and was told it was my radiator cap as it was broken. [redacted] said they replaced it with an old one they had at the shop and my truck should be running fine now. I went to drive it uphill and noticed the temperature was rising to fast I called [redacted] back and let him know it was still overheating and it looked like one of the coolant lines was leaking. A week later (after no response from the shop) I stopped by and spoke to [redacted] about the overheating and what I thought was leaking that hadn't been a problem with the old engine. [redacted] said they didn't have time to look at it that day as they were swamped for the week. I told him I was worried about the line leaking and the overheating causing damage to the replacement engine or other parts. He apologized again for not having time to look at it. I went to leave and he came after me saying he did not want the overheating to mess with the warranty on the replacement engine, so he would have the mechanic look at it that day.Desired Settlement: I want a full diagnostic on the engine and coolant system as well as the transmission. I am worried that the transmission coolant line leaking from not being properly installed has caused permanent damage to the transmission. I also would like in writing how many miles was on the engine at the time of installation. If the vehicle must remain at the shop during the time of inspection past one business day I would request rental car reimbursement

Business

Response:

In response to Mrs. [redacted]s complaint, I did email her back on May 6th that I would be able to further look at her vehicle for any additional leaks. I recall her bringing her vehicle in the first time after receiving her vehicle back from the engine replacement for a check engine light being on and she required a smog test to be done. The code that came on was for an evaporative leak (smog related - not coolant leak). I personally removed my fuel cap from my personal vehicle and installed it on her vehicle for free to remedy the problem with her evaporative leak. The second time she brought the vehicle in was for a coolant leak. When we pressurized the cooling system, we found coolant leaking from clamps from a hose as well as a cracked upper radiator hose. I replaced the clamps as well as the upper radiator hose for free. Again, I emailed her back May 6th stating that I would be able to further look at her vehicle for any additional leaks but did not receive a phone call or an email response after that day. I feel that I have been very reasonable working with Mrs. [redacted] and haven't requested for any further payment after the engine replacement (except for the smog test) and I will continue to be fair and reasonable with Mrs. [redacted]. The only request I would like to ask of Mrs. [redacted] is to communicate with me.

Consumer

Response:

I am rejecting this response because: I was told on 5/26/16 by another engine shop the engine in my truck was never replaced and or the heads are bad in the engine currently in my vehicle. I was told I need an engine replacement before my vehicle is inoperable. My vehicle is also still overheating and leaking transmission coolant as well now (since the repairs were made at United Auto).

Business

Response:

Ms. [redacted], What would you like for us to do to resolve this matter Ms. [redacted]? If you would like to see your original engine, you are more than welcome to swing by the shop at anytime. I saved the core here for you as tangible proof that we replaced your engine. If you would like for us to repair your leak, then again I would request that you bring your vehicle in for us to inspect and repair for you. If it's a AT cooler hose, I would be more than happy to replace that for you free of charge.

Consumer

Response:

I am rejecting this response because: I still have no idea where the "swapped in" engine came from or how many miles were on the "new" engine at time of swap and the truck is now making a horrible noise to the point it is undrivable. I had my truck towed to the United auto shop originally because of the noise my engine my making, not just the overheating issue. It sounds as though it is still in the same conditions today. I blindly trusted United Auto and [redacted] to fix the problem I paid for and as it appears that trust was broken and I don't know how to take my truck back to the same place who broke that trust and failed to perform the work originally thought to have been done. According to the bureau of automotive repair I am lucky to have gotten my truck back in the first place. I was also told they (bar) mainly helps those consumers with problems getting their vehicle back from a shop. I am now scared to take my vehicle to United Auto as I may not be able to get my truck back from them without further damage and trumped up charges billed.