Complaints

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• Initial Complaint

  Date:02/06/2023

  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.

  I had scheduled an appointment on February 6th 2023 with Lucore Automotive Services at 8:00am. The car “symptoms” I gave were as follows. (2014 jeep grand Cherokee) Jeep over heated 1x No heat coming from the front dash or floor (only coming out from on top of dash and back window, setting you typically use to defrost windshield and or back window) Smart Screen works aside from using heat functions. All dials/ buttons below screen do not work and eco button flashes. I SPECIFICALLY told them it could be a few things 1) fuse is bad 2) need a coolant flush Or 3) there is a clog The worker at the desk said “well let’s not get ahead of ourselves and see what the diagnostic says” Calls later on and tells me I need to replace the whole ICS ( integrated central stack/ climate control… the whole screen and dials/ buttons below it) I obviously decline the work because the screen works. Only thing that doesn’t work is the heat functions. I then go to auto zone, look for the 49 fuse ( fuse for the ICS system.) replace it and EVERYTHING WORKS. I’m upset because they charged me 240$ for a diagnostic that was not correct. Even if (hypothetically) I went ahead and replaced what he said was “needed” to be replaced the new parts wouldn’t of worked because AGAIN THE FUSE was bad and they didn’t check the fuse like I asked them too. All I want is a refund and to never deal with this company again. (The fuse cost like 5$ and took a min or two to replace)

  

  Business Response

  Date: 03/01/2023

  We recommended repairs after diagnosing the vehicle.  The fuse is blown,  due to a fault in the system.  it will likely blow the fuse again.  hence the recommendation of component replacement.  Customer declined repairs.  

  Customer Answer

  Date: 03/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19343776
  
  I am rejecting this response because: they never looked at the fuse and never said anything in relation to the 49 fuse being blown. I stated upon initial conversation my concerns in relation to what I believed was causing the issues. During ANY conversation had they DID NOT STATE the fuse was blown. All they said was that they wanted to replace the “integrated central stack/ climate control system”. I REFUSED their false diagnosis due to the fact the system they wanted to replace functioned aside from the heating control functions and sound control. I will AGAIN reiterate the fact that if I ACCEPTED their false diagnosis my ICS system would still not work because AGAIN they disregarded my concerns with the fuse being potentially blown and never looked at it to confirm if IN FACT it was blown. Not only did they disregard my concerns they said “let’s not get ahead of ourselves” as if to say what I was trying to relay to them in regards to my concerns as to what’s causing the issue was invalid because I’m not a “mechanic”. 
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 03/22/2023

  We are sorry the customer feels they should not have to pay for services she authorized us to provide.

  A blown fuse is a result of an electrical load higher than the rating of the fuse to protect circuits and wiring from damage.  

  the component was recommended for replacement due it its known high failure rate.

  the fuse being blown is a result of the component issue, not the cause.

  customer declined to repair the module in question.  that is their choice.

  diagnostic fee was charged for time spent working on flow charts and researching vehicle trends.