Complaints

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in on 2/12/24 & requested to have front brakes done & an oil change. Upon pick up that day, the car was making a loud squealing, metal on metal, noise. We gave it some time, to see if the sound would improve. I called on 2/14/24 & spoke w/Michael, who said everything went fine with the brake job & new brakes can be a little noisy. I called again on 2/15/2024 as the sound was loud & unbearable. I expressed this wasn't a normal, and wanted the car rechecked. They checked the car the next day & reported back the front brakes were installed correctly, and the sound was coming from the rear brakes. I was told on 2/12/24 that the rear brakes were ok, but would require attention in the future. 4 days later, I'm told now the rear brakes are recommended to be replaced. I questioned that the sounds did not start until after they had done the front brakes, and this didn’t make sense that doing the front brakes would cause the rear brakes to squeal. We hesitantly agreed to the rear brake job. The sounds continued after the rear brakes were done. I called on 2/21/24 to let them know that we were continuing to have the same problems. I got the car in that day & took their tech on a test drive to ensure he would hear the sound. At that time, they replaced the front brakes. The sound continued after we picked the car up. Given the difficult time we were having with getting any answers, we informed DriveTec that since they cannot find anything wrong, that we were taking the car to another mechanic for a 2nd opinion. This mechanic found that the brakes were incorrectly installed. I called DriveTec the next morning to discuss this. I went in person to talk to Lee, as I was told that he can’t talk on the phone due to hearing loss. Lee does not believe the report that I received from the ******* mechanic. I intend to have the repair done at *******, and am requesting a refund for the brakes done at DriveTec. This amount is $1208.66 minus labor cost for the oil change.

  

  Business response

  03/09/2024

  ***** ***** authorized and paid for the repairs listed on invoices attached to this complaint. Repair were completed by DriveTec Automotive.

  ***** ***** has not provided any professional supporting invoices, pictures or digital video inspection evidence to support the complaint of improper installation.

  All repairs at DriveTec Automotive are fully covered for 3 years or 36,000 miles as a Gold Level NAPA Auto Care Center.
  DriveTec Automotive is partnered with Lyft rideshare and will provide transportation to and from DriveTec Automotive, free of charge, to our customers for a covered warranty repair visit if requested.

  DriveTec Automotive is fully committed to our customers satisfaction. DriveTec Automotive encourages ***** ***** to schedule an appointment as soon as possible to enable DriveTec Automotive to resolve the stated issue.

  Customer response

  03/11/2024

  I have attached the notes/invoice from ********s mechanic. I did not realize that I had missed that attachment with the initial filing. I would also love to send videos that demonstrate the sound initially experienced, and then the sound after DriveTec did work on the rears & after the warrantied work. Let me know if there is a way to submit videos for this case. 
  

  Customer response

  03/11/2024

  Complaint: ********
  
  I am rejecting this response because:

  My husband & I did approve the rear brakes to be replaced, as we were being told repeatedly that the sound was not coming from the front. DriveTec insisted that the rear brakes were the problem on the 16th. We expressed that doing the rear brakes was not going to fix the problem, but were pushed to replace them by Michael at DriveTec. 
  

  I did go ahead & attach the invoice/report from *******. I did not realize that I had missed that attachment. 
  

  I have called to let DriveTec know that we were electing to have the repairs done elsewhere. I did request a refund at that time, but was told that I could have the work done with DriveTec or could go __ miles away from there to have the work warrantied with NAPA still. Getting a ride to work was less of a concern, as not having the car for the side work that we do. I also missed a decent amount of work due to having to take the car in multiple times just to be told there was nothing wrong with it. 
  

  The brakes have since been replaced with a new mechanic, and the issues we were experience ceased immediately upon replacement. 

  Regards,
  
  ***** *****

  

  Business response

  04/01/2024

  DriveTec Automotive has reviewed the additional information submitted by ***** *****. 

  DriveTec Automotive Stands by our initial response to the complaint as stated below.

  ***** ***** authorized and paid for the repairs listed on invoices attached to this complaint. Repair were completed by DriveTec Automotive.
  All repairs at DriveTec Automotive are fully covered for 3 years or 36,000 miles as a Gold Level NAPA Auto Care Center.
  DriveTec Automotive is partnered with Lyft rideshare and will provide transportation to and from DriveTec Automotive, free of charge, to our customers for a covered warranty repair visit if requested.
  DriveTec Automotive is fully committed to our customers satisfaction. DriveTec Automotive encourages ***** ***** to schedule an appointment as soon as possible to enable DriveTec Automotive to resolve the stated issue.

   

  Customer response

  04/02/2024

  Complaint: ********
  
  I am rejecting this response because:

  DriveTec is not providing any consideration or response to my request of a resolution. The car has been fixed with a different mechanic, and does not need to be re-evaluated or repaired by DriveTec. I am requesting a refund for the work done. 

  I had provided multiple opportunities for DriveTec to correct the issue & had notified them prior to having a second opinion. I had brought the car to them on multiple occasions & called every other day with no actual resolution. 

  If DriveTec continues to refuse any other resolution option, then I would like to pursue the mediation option that BBB offers.

  Regards,
  ***** *****

  ***BBB offered mediation to help settle the matter. We did not hear back from the complainant either accepting or rejecting our offer of mediation.***

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/2/23 I brought my car in to get a sensor fixed and when I brought my car down I told them I had a breathalyzer in it. They decided to try and call to override the breathalyzer but couldn't and decided to still work on my car without using it which they kept turning my car to the on position but carelessly worked on my car causing the relay to get messed up. Now I sat in my car for over a hour getting a tow truck to bring my car to another shop to get it fixed. They refused any liability and blamed me for having a breathalyzer in my car. I spent $250 on this repair and they told me they didn't even start my car or test drive it so I'm not sure if the repair was 100%

  

  Business response

  03/13/2023

  Owner requested we replace a cam sensor and very specifically stated he did not want any diagnostics done. With owner not paying for any diagnostics, we do not perform a test drive. Normally we would drive the vehicle into the shop and then back out of the shop but due to the breathalyzer we performed this small repair in the parking lot. We did not breath into breathalyzer or try to start the car. Service writer called breathalyzer company to try to over ride the breathalyzer so that we could drive vehicle into shop. They were very unhelpful. We asked owner if he had a fresh mouth piece so we could use the breathalyzer. He claimed he did in the center console. Service writer checked in center console and only found drug paraphernalia. Owner stated if it wasn't in the center console, he didn't have one. Owner was then mad at check out that service writer could not find mouthpiece in a different cubby than what he indicated. It is not standard practice to go through owner's personal property and even with authorization we are not interested in searching for items in a car filled with drug paraphernalia.
  

  Customer response

  03/28/2023

  I did not see the message and would hope this wouldn't be closed. All the business mentions is how I didn't pay for a diagnostic and how they couldn't find a mouth piece and I told them I'd bring my car somewhere else then but they said they can call the intoxalock customer service and bypass it which I said if they couldn't to let me know and they never did and went on to make the repair without any regard for my relay inside the engine too. They clearly bumped it or messed with it and even if by accident it doesn't matter because I had to get a tow truck to go from one mechanic to the other and when I started driving off I had issues right away which the mechanics at the shop tightened the sensor and that's all. They didn't take the time to make sure their repair was 100% so that's really bad customer service. They also never mention that I have to pay for a diagnostic for them to test my car if the repair was done correctly. This is negligence on their end and all because I had one pipe I forgot about in my car which is now put away, they are going to try and say I had my car filled with drugs which is such a huge lie. Unprofessional of them.

  

  Business response

  04/06/2023

  We never said there was drugs in the car.  Two times the term drug paraphernalia came up in our response, which the customer confirms that there was.  Two times the service writer asked the customer if he wanted diagnostics before we installed the part he was requesting replacement of.  He said no both times.  Service writer called the shop the car was towed to and the mechanic there confirmed that replacement of a camshaft sensor, which is on top of the engine, will not damage a relay that was located behind the dash of the vehicle. Customer also has 27 Google reviews.  20 (74%!) of them come off as negative and have 3 stars or less.  Several of these companies are locally owned small businesses in Northern Colorado that have been in business for decades.  

  Customer response

  04/07/2023

  Complaint: ********
  
  I am rejecting this response because:
  They have nothing better to do than attack stupid stuff like Google reviews. This owner is stooping really low because they know they're wrong.
  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. ↩