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Honarai H.

Louisville, KY

06/18/2023

Went in with a blown engine left with a hole in my catalytic converter and transmission leak

First let me start off by saying if I could give less than one star I would. My issues started when I needed service on my car due to engine failure. I was scheduled an appointment for 2/09/2023, I dropped the vehicle off on 2/07/2023 with 129,036 miles on it to ensure they had the vehicle when needed. Then 02/09/2023 comes and goes and I don't hear anything in regards to my vehicle. Next a week goes by and I still hear nothing in regards to my vehicle. I called the store multiple times and left messages for the service department and never got a call back. After 2 weeks go by without hearing anything about my car I contact the corporate office and they assign me a case manager and I finally start getting information. At that time my car still has not been looked at but was in line to be looked at. Time passes then I hear back from the case manager that they have an engine on order and when it is scheduled to be in. By this time a whole month has gone by and I was just getting information about my vehicle. My wife and I were sharing rides with each other to get to work due to not knowing for the first month any information regardless of how many times I called. Once a case worker got involved I started having some sort of communication. Fast forward to 3/28/2023 I received an email regarding my vehicle being completed. My wife and I make arrangements to pick up our vehicle they did their inspection and stated that I needed the transmission fluid changed and the rotors turned and brakes replaced. I opted for them to change the transmission fluid but not the brakes. They also said that after the engine replacement I would need need drive belts and a new air filter. I picked the vehicle up and was not directed or told anything about the sticker with the mileage on the car when the engine was replaced, I was not told if it was a whole new engine, if it was a used engine, or if they just rebuilt the engine with new parts replacing the old parts. I paid for the transmission flush got in my vehicle and drove off. 27 miles into my drive the check engine light comes on the car has felt and sounded really badly and not like a car that just had an engine replaced, so I pull into the driveway and park the vehicle. After this I called the store multiple times and left messages to not get any calls back, I also emailed the email address that was listed on the front of my paperwork, with no answers. Finally after multiple daily calls I was able to actually reach a person and was told to bring my car in on 4/20/2023. I took the car in and left it with them. Since then I called a few times to inquire about my vehicle and got no answer. Then yesterday I receive a text message telling me that my vehicle has been inspected and it needs a new oxygen sensor and new catalytic converters due to failure, They also included the prices for these services but never contacted me to talk about what was wrong, how it happened or any details just a message asking if I approve the services or not. I didn't have the chance to inquire if the previous engine failure could have led to either one of these issues happening. Just a message that felt like it was asking am I paying for this or not. I am no mechanic or not but could a catastrophic engine failure cause other issues and if it does, are those things not covered under warranty? One of the main things that has aggravated me other than the lack of communication is the fact that I drove my car less than 30 miles after service and have multiple codes and then being expected to pay $200 for diagnostics when I feel that these issues should have been caught and/or noticed in the 2 months my car was in the service department not in the 30 minutes of me picking my car up after service and and inspection was said to have been completed. I came to find out from a third party mechanic that I had a huge hole in the bottom of my catalytic converter that he suspected not happen naturally nor was it caught when they changed the transmission fluid. But the third party mechanic brought me right to see the hole and with the car on the lift it was plain as day. The RO# is 198322 for reference and with this review I would say if you have the chance or ability to take your vehicle elsewhere I would. Fast forward to me being at 129344 which is a little over 300 miles after having the transmission fluid changed I now have a transmission leak.

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