Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Boyd Au***otive on 22Dec2022 replaced timing belt and tensioner on my 2009 Honda Odyssey at 110,840 miles. On 22Mar2024 at 139,290 miles, the tensioner failed causing engine valve damage, with Boyd's $5000-$18,000 estimated repair cost. I instead replaced the van with a similar 2009 Honda Odyssey for $6685. Failing timing belt tensioners provide warning signs including check engine lights, misfires, ticking noises, then hammering noise prior to complete failure. Following the timing belt change, Boyd serviced this van at mileage 114,127 (check engine light and misfire), 121,399, 122,402, 122,680, 128,920, 131,627 (check engine light and misfire), 133,068 (check engine light and misfire), 134,480 (check engine light and misfire), 139,045 (metal-on-metal hammering noise), 139,218 (Honda reported belt tensioner), then lastly 139,290 (engine failure). At mileage 139,170, at Boyd's suggestion, I paid *** ***** Honda to troubleshoot oil consumption. Honda reported TIMING BELT TENSIONER HAMMERING. One hour later at mileage 139,218 I gave Honda report to Boyd, prioritizing belt tensioner. Boyd replaced the wrong tensioner, then discovered using stethoscope the hammering noise. Boyd told me they'd need to tear into the engine to fix the noise, and I requested Boyd's soonest appointment to fix noise and complete Honda's list. Van died 2 days later. During services at mileage 114127, 131627, 133068 & 133068, under Boyd's 2-year/24,000 mile warranty, Boyd missed signs of bad timing belt tensioner. At 139,045 and again at 139,218 with Honda's TIMING BELT TENSIONER HAMMERING report, Boyd missed it. Boyd's post engine-failure service report erroneously states I took the van to Honda after Boyd discovered engine noise. Boyd refuses warranty, with report accusing me and Honda of ignoring piston rings lining up and software update as oil consumption causes. Boyd's huge store-front sign advertises CERTIFIED MASTER TECHNICIAN and their BBB rating is A+.

  

  Business Response

  Date: 04/11/2024

  Customer brought vehicle in for repairs. Customer was informed of Honda bulletin for oil consumption.
  that pertained to customer's issue. Vehicle was three quarts low on oil between oil change when vehicle came into shop. Customer was instructed to take vehicle to a Honda dealer to address Honda's recommendation according to Honda bulletin for oil consumption. Customer claims *** ***** Honda told him that the Honda bulletin recommendation would not help him. Customer declined the repair that Honda recommends and declined to follow Boyd Automotive recommendation. Customer gave us a copy of his *** ***** Honda Invoice which detailed *** *****'s recommendations of repairs on invoice and timing belt was not included in recommendations which *** ***** stated that customer declined all recommended repairs.
  Customer purchased another vehicle that was same year and model. Vehicle also had approximately the same mileage. Customer came to Boyd Automotive and requested that we file a false warranty claim with Napa and Boyd Automotive refused to file a false claim on an ac compressor. Customer then requested Boyd Automotive to install a used AC compressor on to the recently purchased vehicle of the same year and model. Trying to help customer out we agree to install used compressor. If customer was not satisfied with our work, then why would he request us to work on his new recently purchased van. Customer was informed that we would have to remove the front engine cover to see what component was failing and declined to have us further diagnose engine noise and continued to drive vehicle. Please read the attached statement explanation which was agreed to by the customer who sign the statement.

  Customer Answer

  Date: 04/11/2024

  Complaint: ********
  
    Boyd's response sidesteps my complaint and I reject it. My complaint is that Boyd's 15-month trend of negligence toward timing belt installation killed my van engine and forced my spend on replacement van. Boyd's own service orders plus Honda's service order (attached) recounts this negligent trend.  Boyd's internal record also affirms my stated primary concern at mileage 139045 was ENGINE NOISE, which I mentioned may be related to my observation of high oil consumption, as I had just added 3 quarts of oil after 4565 miles since Boyd's last oil change. My uploaded evidence also includes troubleshooting advice from Honda and Express Car Care listing Loose Timing Belt as a frequent cause for misfires – a Certified Master Technician would know this as it affects many makes and models.
      Boyd's trend of negligence:  1) Boyd at mileage 110840 purchased and installed a low-quality timing belt kit from AutoZone, industry-known to not last the Honda-recommended 105,000-mile service interval. It failed after 15 months (timing belt kits are sold with limited lifetime warranty, but Boyd refused to honor even their 24 month shop warranty); 2) Boyd at mileage 114127, 131627, 133068, 134480 failed four times to properly discover that the timing belt Boyd installed was loosening, causing misfire (note 05Dec23, 28Dec23, 04Jan24 - three visits in 30 days for misfire, all during the 24,000-mile Boyd warranty). On all four misfire visits, Boyd simply sold me coil and plugs, failing at the 134480 visit to also notice a ticking timing belt tensioner; 3) At mileage 139045 to my urgent "ENGINE NOISE" concern, Boyd invoice 32348 replied "pulley noise and AC doesn't work" (ok . . . what about the hammering engine noise?). Boyd then advised I either buy another van to avoid “nickel and diming” or drive to Honda to discover if piston rings were lining up and if software update could be made.  The Honda Technician told me to ignore for now the cylinder rings and software update, as the urgent thing was TIMING BELT TENSIONER HAMMERING, which he circled on his report; and 4) An hour later at 139218 Boyd argued with the Honda Multi-Point Vehicle Inspection Checklist technician comments, then changed the wrong belt and tensioner, then failed to discover TIMING BELT TENSIONER HAMMERING even with a stethoscope onto the motor, then advised he'd have to "tear into the engine" to discover the noise, to which I scheduled his next available appointment to finish the Honda list.  Van died two days later.
      While unrelated to timing belt, because Boyd response mentions AC compressor, I will discuss; 5) Boyd on 05Jul23 installed to old van an AC compressor for $1500, which failed 8 months later.  Boyd planned to bill me fully again to replace it, until I proved during the 18Mar24 visit that his warranty should cover it.  After old van died, I had spent in one week $151+$442 with Boyd, $181 with Honda, and $6685 for a new van, and then I discovered new van needed AC compressor.  Since I just unexpectedly spent $7459 using credit, and Boyd owed me an AC compressor, I asked Boyd to show kindness and honor the compressor warranty onto the new van.  Boyd in anger suggested we "break ties" and my request was illegal.  I suggested he put the warranty compressor onto the broken van to legally fulfill the NAPA warranty claim, then move to new van that compressor without warranty.  He agreed, then billed me another $447 for that work.  Boyd refused to release either van until I signed invoices and paid in full.
  My choice in 2022 to exclusively use Boyd for car repair on 2 cars was partially proximity to my home, and mostly due to 1) a friend telling me "he's a Certified Master Technician", 2) Boyd's bold building sign "Certified Master Technician", 3) Boyd's A+ BBB rating, and 4) Boyd's lobby display of 10 to 20 plaques boasting *** Boyd's 20+ years of rigorous training as Certified Master Technician.  I trusted Boyd, followed all Boyd advice, paid all bills promptly without complaint, and treated all Boyd staff kindly.  In return, Boyd through months of negligence damaged my vehicle beyond repair, blamed me angrily for the breakdown, and ejected me from their business.  Boyd lost nothing through this endeavor, and I lost $7459 in one week.  This is not the treatment that I should have received from a seasoned Certified Master Technician operating an auto shop rated A+ by BBB.
  Sincerely,
  **** ********

  

  Business Response

  Date: 04/24/2024

  I AM A CERTIFIED TECHNICIAN AND HAVE BEEN FOR OVER 39 YEARS WITH A GOOD REPUTATION. ON MARCH 18TH **** ******** CAME IN AND STATED THAT HIS VEHICLE HAD A NOISE AND WAS 3 QUARTS LOW ON OIL AND HE HAD ADDED 3 QUARTS OF OIL TO VEHICLE AND NOISE WENT AWAY.  CUSTOMER WANTED DRIVE BELT TENSIONER CHECKED FOR A BAD PULLEY. I FOUND A BAD TENSIONER PULLEY AND CUSTOMER OK'D THE DRIVE BELT TENSIONER REPLACEMENT. THEN I ADVISED CUSTOMER AFTER, THAT HE HAD AN INTERNAL NOISE INSIDE THE FRONT TIMING COVER.  I ADVISED CUSTOMER THAT THE FRONT TIMING COVER NEEDED REMOVED TO FIND HIS NOISE AND CUSTOMER DECLINED. I WAS UP FRONT IN WAITING AREA SPEAKING WITH CUSTOMER WHEN HE DECLINED. MY SERVICE WRITER AND OTHER TECHNICIAN WERE PRESENT AT THE TIME THE CUSTOMER DECLINED TO GO DEEPER AND REMOVE FRONT TIMING COVER WHICH IS THE ONLY WAY TO SEE THE BELTS, PULLEYS AND TENSIONERS DUE TO THE LOCATION BEING UNDER THE FRONT TIMING COVER.  THE CUSTOMER CONTINUED TO DRIVE HIS VEHICLE UNTIL IT QUIT RUNNING AND THEN HE TOWED IT TO BOYD AUTOMOTIVE SO I COULD CHECK IT OUT. AT THIS POINT THE DAMAGE WAS ***E. THE CUSTOMER BOUGHT ANOTHER 2009 HONDA ODYSSEY KNOWING THAT THIS YEAR AND MODEL IS KNOW FOR PISTON FAILURE THAT CAUSES THEM TO USE OIL. THE PISTONS ARE ON NATIONAL BACK ORDER, WHICH CONFIRMS THE PROBLEM WITH THESE VANS. THE CUSTOMER WANTED ME TO TAKE PARTS OFF HIS ORIGINAL 2009 HONDA ODYSSEY AND INSTALL THEM ON THE 2009 HONDA ODYSSEY HE JUST PURCHASED. BOYD AUTOMOTIVES WARRANTY IS FOR 2 YEAR OR 24,000 MILE WHICHEVER COMES FIRST. CUSTOMER WAS OVER WARRANTY REQUIREMENTS BY MILEAGE AND I WAS UNABLE TO WARRANTY HIS PART (TIMING BELT KIT). CUSTOMER WAS ARGUMENTATIVE AND I TOLD HIM THAT I WOULD NO LONGER WORK ON HIS VEHICLES DUE TO HIS BEHAVIOR (THROWING HIS KEYS TO THE RECENTLY PURCHASED HONDA VAN ON THE COUNTER AND WALKING OUT DEMANDING WE WORK ON HIS NEW VAN WHICH WE HAD DECLINED TO DO) TOWARDS MYSELF AND MY STAFF. MY SERVICE WRITER AND TECHNICIAN WERE ALL PRESENT AT THIS TIME. I BELIEVE THE CUSTOMER DID NOT FOLLOW MY RECOMMENDATION WHICH RESULTED IN HIS ISSUE. BOYD AUTOMOTIVE WILL NOT CONTINUE TO DEBATE THIS ISSUE.

  Customer Answer

  Date: 04/26/2024

  To Boyd cus***ers:
    Not only is the auto workmanship and advice at Boyd poor quality, please read Boyd’s responses above.  Notice the strong disrespect shown to a cus***er including blaming the cus***er for all events.  Notice Boyd insulting my choice to buy a 2009 Honda Odyssey so that I could salvage parts from my broke 2009 Odyssey.  Notice the poor spelling, grammar, punctuation, and incoherence in two official and public BBB responses – more poor workmanship.  Notice story-telling which conflicts with mileage timeline.  Notice Boyd response begins with “I” and ends with “Boyd” – there is no honor of warranty nor ownership of slightest fault nor empathy toward cus***er.  Boyd Au***otive is focused on Boyd only.  A cus***er-focused shop now will receive all my business and my referrals.