I brought my 2022 vehicle to Triangle Auto Center after first confirming via their text messaging system that they could perform warranty-covered repairs. I explicitly stated that the issue was related to my vehicle's AC and that it was still under powertrain warranty. Their response was, "Yes, we can cover warranty work."
Based on that confirmation and because their location was significantly more convenient than the dealership, I scheduled a visit. After the diagnostic process, I received a phone call informing me that the issue was a leak in the condenser and that the repair was indeed covered under warranty but that Triangle Auto Center was not able to perform warranty-covered work after all. I was told my options were to either take the car to the dealership and still pay Triangle Auto Center a $271 diagnostic fee or move forward with the repair at Triangle Auto Center for $1,600 plus the diagnostic fee.
I explained that I never would have brought the car in had I known they could not honor the warranty, and I requested a discount or some customer consideration since I was misinformed from the outset. I was told "I'm just doing what I'm told," and that any customer recovery decision would come from the owner. The owner declined to offer any discount and instead suggested I ask the dealership to reimburse the diagnostic fee. When I brought the vehicle to the dealership, not only did they decline to reimburse the fee, but they also informed me that Triangle Auto Center had overcharged the AC system, which could potentially cause long-term damage and that they were unable to confirm any leak in the condenser.
While I understand and respect the time Triangle Auto Center spent diagnosing the issue, I believe it is reasonable to expect accurate communication about warranty work before a vehicle is brought in. This experience could have been avoided with a clear and correct response at the start. read more