Complaints

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to bring to your attention certain unaddressed and persisting problems related to repairs and services carried out on my 2015 Range Rover, which was initially brought in for an oil leak and illuminated engine light on March 5, 2024. At that time, mechanic D Cull and Service Advisor ************ identified the problem as a damaged front lower crankshaft oil seal. The vehicle was serviced again on April 17, 2024, at which point additional problems, previously unnoticed, were reportedly discovered. These included the need to replace the water pump and the coolant hose, leading to an additional cost of $437.59. The crankshaft issue was addressed at a further cost of $959.75. The engine light issue was initially ascribed to an oxygen sensor, which, upon further inspection, was found to be functioning correctly. An alternative explanation concerning the tow hitch wires was subsequently provided - a matter that strikes me as perplexing, considering the car's long-standing use of tow hitch wires without a prior engine light illumination. Now, three months later, the oil leakage persists, causing damage to my garage and driveway. The engine light, likewise, remains lit. Due to the improper handling and failure to resolve these persisting issues, I asked for a full refund of $1,950.68 for the charged services that did not adequately address the problems. I spoke to service manage ************************* on several occasions. His response was for me to bring the car in for a 4th time to re-evaluate the problems. Given *******'s inability to fix the issues twice and the "new" issues that arose on each further inspection, I decline and asked for a refund. There has been no response from *******.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is my first time ever going to Meineke. I came in for an appointment because my cars front passenger suspension was creaking and tapping. The service advisor, ****, told me I would receive updates through text on my phone. After a little while I get the update saying I need a cv axle replacement. I accepted the replacement. Later in the day I picked up my car and started driving back home. The backing plate was rubbing up against the brake rotor making a loud grinding noise and the creaking and tapping noise was still there. I got home and bent the backing plate back until it wasnt rubbing against the brake rotor, and then I realized they replaced the front drivers cv axle. I took it back the next day and told the service advisor the noise is still there and I payed 500 dollars for a part that didnt fix my issue. He then told me I shouldve received a text showing the inspection and showing the recommendation to remove and replace the left cv axle. The left CV axle had little grease leaking but noise was coming from the right side. I never received that text showing that they were changing the left side with photos of the left axle with grease on it. The only text I received was to approve or deny Remove and Replace front CV Axle Assembly (One Side).Had I known they were replacing the left side I wouldve denied it. When I pressed accept I assumed they were replacing the passengers side CV axle because I told them the noise was coming from the right side. Even on the paperwork it says front right side noise. He then told me they drove it around after and they didnt hear the noise ,but how did they not notice the backing plate rubbing noise. I asked if theres a way I can get a refund because they replaced a part from the wrong side of the car and it never fixed the issue. He said there is nothing he can do about it. I am looking for reimbursement because I didnt know that they were replacing on the wrong side and I did not get the the noise fixed.

  

  Business response

  03/05/2024

  Dear ********,
  
  It seems we could have done a better job at communicating. The electronic version of the inspection is meant to provide additional information through photos and explanations, not make things more confusing.
  The technicians were unable to duplicate the squeaking noise on the right side during the initial inspection, however they find that the left cv axle was torn. Sounds can be transferred under the vehicle and make it difficult to tell what side its originating on.This is why they thought it was causing your squeaking noise.
  I apologize that we did not notice the backing plate rubbing. When you came back the second time we discovered that the control arm bushing was cracked on the right side. This was pointed out to you, but you declined a repair at this time. The technician applied some lubrication to the bushing and the squeaking stopped.
  In light of your decision to repair the left cv axle being based on half information from the inspection report, we have decided to provide you with a full $499.63 refund. 

  Customer response

  03/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************************
  
   
  

*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. ↩