Complaints

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These people are thieves and threatened me. They broke the law twice. They failed to give me a legal documented quote. They then charged me for work I did not consent to. They told me they did work they did not do and charged me for that as well. I took my car to them because it was overheating when I got my car back it was still overheating. I took my car back to them less than 24 hours after they gave it to me. I stood in their shop while 5 men yelled, threatened and cussed at me. They would not let me even speak. I called my father who is a mechanic to talk to them and they then threatened my dad and told me my car was a piece of**** and that they would not refund me or fix the problem I paid for. We thenhad to call the cops and one of the mechanics continued to threaten my father. This was the most unprofessional interaction I’ve had with any mechanic in town. Now I have to pay more money to a lawyer to take these people to ***** ***** because they refused to provide the service we agreed on and I paid for. By any means do not take your car here they will rob you and do a awful job and if you stick up for yourself they will threaten and berate you and tell you that you know nothing.

  Business response

  05/22/2023

  This is in reference to the complaint filed against McKenzies Automotive on 04/19/23. We repaired a coolant leak on the engine in *** ***** mini van and she returned the next day with an overheating problem. We quickly discovered that one of the cooling fans (vehicle equipped with dual fan setup) had stopped working and was causing the vehicle to overheat. *** **** proceeded to argue with us about why the vehicle was over heating so she called her father on the phone. Her father just talked over everyone in the conversation and began to scream at everyone. Then he proceeded to threaten the shop and all employees because his daughter was upset. This escalated very quickly tensions were high but just a few minutes later *** ***** father showed up with 2 *********** ****** ********** ******** who had to work diligently to keep *** **** at bay in the parking lot. It was very evident that he was very irritated and looking for conflict. After speaking with one of the officers for about 15 minutes we tried to offer a solution and repair the vehicle at no labor and only our wholesale cost on the part just to rectify the situation but to no avail *** **** would not agree. His ****** *** ******** almost got him ******** ** *** * ******** who were talking with him. The arriving officers had to call in backup due to his behavior. We run an honest business and have for many years as our records with the *** will show. This was an unfortunate situation in which could have been avoided if the customer was not being totally unreasonable. As for *** ***** statement about being yelled/cussed is not true at all, the only yelling was in defense of the situation being created by *** **** on the speaker phone. All of our employes were actually very cor**** to *** **** until her father started threatening and screaming at everyone. McKenzies Automotive will continue to provide service to the community and to our customers and customer service is our main goal

  Customer response

  05/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: this is completely untrue. I brought my car to them with an overheating problem. They said they would fix the problem. They failed to legally provide me with a document quote. They gave me a verbal quote which they tried to charge me over 10% of. I paid 1400$ to these people to fix the overheating and flush my coolant system. They did not flush my coolant at all. They also did work on my car that they did not communicate to me. They also created damages to me car like breaking my throttle body cable, putting my windshield wipers on wrong, breaking my pulley system and more. When I brought my car back to them after I paid all that money they told me that now it was my fans. They also made it very clear that if they noticed the fans they would have fixed them which was verbally taking ownership that they were not overlooking the car correctly. While I was in there explaining to them that they did not flush my coolant and that they caused damages they started yelling at me and reasoning their voice. I was the only customer inside and the only woman. They continued to tell me my “car was a piece of ****” that they didn’t have to fix anything. I was scared and I called my dad. My dad heard them o er the ohine yelling at me and he personally called the cops and brought them up there with him. The cops let us know this was a civil manner and even with the cops there the mechanic said to my dad “* **** *** *** ** *** ******”. I am a manager of a customer service business and I would never say anything of these things to a customer ever. This was so unprofessional and they caused more damages than they fixed. Because of their faulty work I have to buy a new car. This is ridiculous that they are even allowed to remain open as a business especially in a college town where woman need their cars fixed. Woman are not safe going here. 

  Regards,

  ***** ****

  Business response

  05/23/2023

  McKenzies automotive has offered a solution to repair the vehicle but ******* refused the repair. We have previously offered to replace the cooling fans at no labor cost to the customer. The cooling fans failing are not our fault nor our responsibility but still we offered to remedy the situation. I would even be willing to replace the cooling fans at no cost for the parts and labor just to rectify the situation but im sure ******* would refuse that repair as well. *** **** needs to understand that simply the age and mileage of the vehicle can cause future problems with the cooling system. On another note *** **** is having trouble telling the truth in this matter because the course of events definitely did not happen as she stated. Further more if she persists and takes this matter to court and the involved officers are called for testimony then the truth will definitely come out. *** ****s father was asked to leave the property and was very close to being arrested due to his rage and anger with the officers outside. Never did we threaten anyone including *** ****s father as he stayed in the parking lot under close watch for the officers. I believe by law we are allowed to be within 10% of the estimate we provide the customer and we were inside that 10% on *** ****s invoice. 

  Customer response

  05/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: this is completely false. Not only was everything I said true I’ve also had to pay over 2000$ to fix everything they broke. My car only has 140000 miles which is not extremely high. On top of that when I got my car back from them my headlights and radio and hatch would not work because they messed up my fuse box they also broke my idle and pulley, messed up my alternator, didn’t push my spark plugs all the way in, put my windshield wipers on wrong and charged me for work they did not do. They also pumped ny engine full of stop leak which I only found out after taking it to a real mechanic. My father was not escorted from the property. We brought the police up there ourselves because the mechanics not only made me feel incredibly vulnerable and scared they threatened to put my dad “** *** ******”.  This is insane these people are thieves. Of course I would refuse to let them work on my car again they treated me like I was stupid. They yelled at me and disrespected me. Bottom line is that is not customer service. This business should not be allowed to treat customers  this way or call their vehicles a “piece of ****”. I have proof of their negligence from the real mechanics I went to after they ruined my car. 

  Regards,

  ***** ****

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  05/23/2022

  Please see attached

*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. ↩