Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We brought our car to Service Street for basic service. They recommended changing the transmission fluid so we had them perform this service. My wife was driving to the airport at night and the car started smoking. She had to park overnight with the Valet at a hotel and had to have the car towed to Service Street the next day. They determined that the transmission plug they installed was defective and they re-did the job at no cost and also agreed to compensate us for tow truck and Valet parking by giving us a store credit for these cost of $250. Later, we found the car was leaking transmission fluid so we took it back to Service Street who said there was a problem with the Valve Body. We did not trust that this was true so we took it to a different Auto shop. This auto shop said there was so much oil that was spewed under the car that we had to do degrease treatment to find out were the leak was coming from. They determined the leak was coming from the breather tubes because Service Street had overfilled the transmission. The ****** Outback transmission cannot be checked, the only way to make sure the transmission fluid was accurate was to drain the fluid again and fill it up with the proper amount. We contacted service street and explained they had made so many mistakes that we could not trust them anymore and demanded they pay us in cash rather than the store credit and also pay us for the cost to repair their mistakes. Our damages are about $800. They refused to pay anything even though they had already agreed they were liable. They also refused to pay us the $250 in cash rather than the store credit.There is significant correspondence in this case which I have attached as well as the receipts. Please contact me for questions.Thank you

  

  Business response

  01/14/2025

  Hello, please see attached response regarding the BBB complaint. Thank you! 

  Customer response

  01/21/2025

  Complaint ID ********

  Your response states I am to accept or reject the business response. However, I did not revceive the business response. Can you explain what I should do?

  ***** Dark

  ************

  Customer response

  01/22/2025

  I did see the busuness response and it is totally unacceptable. They are not taking this seriously and not accepting responsibility for their multiple mistakes. They need to read my complaint closely to understand what they did wrong and why they are liable. I already took it back to them and they tried to sell me $400 service that was not the correct diagnosis of the problem. Furthermore, they already admitted liability and gave me a store credit for $250. All I am asking here is they send me the money instead of a store credit beacuse we cannot take the car back to them after all the problems and mistakes they made. I also want them to pay for the damages they caused me which are detailed in my correspondence. 

  

  Business response

  01/24/2025

  Please see attached BBB response. Thank you! 

  Customer response

  01/24/2025

  Service Street is offering $247.00 for the Tow Truck and valet parking. Please inform them we will accept this amount provided it is paid with a check. The check can be sent to 4833 Front Street, ****************************************. The check should be made out to ***** Dark. The credit card we paid with has been closed so the refund cannot go to any of the credit cards we may have used in the past at Service Street. As a good faith request, we did pay ****************** $95.29 for the degrease service which we feel Service Street should have done after the transmission flush was redone. Therefore, we would appreciate if Service Street would split this cost with us. If so, the refund check would be $294.65. If they refuse to split this cost, we will still accept their settlement offer of $247.00 in order to close this matter. The invoice from ****************** is attached. 

  Also, we do still have one prepaid oil change with Service Street that we want to retain. Considering the Settlement, we will give them another try when we need our oil changed again.

  Thank you,

  ***** Dark

  

  Business response

  01/30/2025

  Please see attached BBB response. Thanks! 

  Customer response

  01/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I also appreciate the integrity Service Street has shown in resolving this matter. 
  
  Sincerely,
  
  *********** ****

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brake repair done incorrectly. Calipers placed on the wrong sides. Loss of braking ability. Work done on November 5.Charged *******. Paid. Returned a week later as noted a loss of braking ability. They said needed to bleed the brakes and did no charge. Braking ability noted to be unchanged. Truck taken to **** ******* **** and they alerted us to the problem of incorrectly placed calipers. They repaired it. Cost of 568.09$ I have returned to Pride, ****, manager reports , he notified corporate, Drive Auto and the have not responded. I also contacted and no response. This has gone on for a month.

  

  Business response

  01/09/2025

  Hello, please see attached BBB response. Thank you! 

• Initial Complaint

  12/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11-26-24 I brought my car to have a free inspection done. I was aware I had some issues with my car, that's obviously why I brought it in. Once they had completed the inspection they sent me a link to finance the charge of 2400$ they said was absolutely necessary and need to be repaired immediately. I asked them multiple times if the other issues we talked about were going to be as serious as this one and they assured me I would be on the road and the car would be in working order. I picked up the vehicle the night of November 26th and the car died in the middle of the road 6 times. I made it home and the next morning I tried to make it back to the auto shop and ended up having to have a tow truck come and town it back to there facility. After the holiday was over I called them multiple times only to be put on hold or promised a call back. Which never happened. I finally went down there to see what the issue was and they tell me I have a blown engine. They also said I denied services in which I was told they were going to be doing, I never denied anything. The general manager I spoke to initially told me that my engine and my transmission could give me at least another ****** miles. So I financed a repair and my engine is blown the next day and now they're saying they're not liable for my engine being blown. They knew that my engine was blown when they let me leave that night and didn't tell me anything about it they put a code reader on my car and the codes that it was admitting was telling them that something was wrong with my engine but they mentioned nothing like that to me in the initial meeting about the repairs. And now they're trying to tell me that they're not liable to fix my vehicle and I'm basically not their problem anymore because I don't have the money to buy a brand new engine for my car. I can't even move my car out of the parking lot because of the engine being blown. I don't know what I'm supposed to do.

  

  Business response

  12/10/2024

  Hello please see attached BBB response and invoices. Thank you! 

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The first time I brought my car to Service Street Auto for misfiring on 9/18/24, it took until 10/8/24 to get it back from a coolant flush, fuel flush and coil packs. Immediately, it was difficult to start and would stall, and now hesitates during rapid acceleration and it never did that before bringing it to them. Then it started leaking coolant 10 days later, because they broke the radiator drain plug and never said a word even after I paid for a new coolant reservoir, per their recommendation during the initial visit. Now, $2,600 later, I brought it back on 11/4/24 and still havent received it back. Not even an update as to what needs to be done. No responses to my inquiries. Its been three weeks now and not a peep since 11/7 when I asked for an update and was told, specifically, the technician is still inspecting - will have update shortly and nothing since. Despite my asking again on at least 11/17, 11/21, 11/23 & 11/24. Ive not even received an estimate for work to be done or a reason why its leaking coolant. I even provided them on 11/4 with a lengthy email detailing problems and what the car was doing at the time based on audio, video, pic recordings, OBD2 fault detection reports and freeze frames and monitoring information and pics of the cracked drain plug and now cracked radiator so they shouldnt have to do any inspecting. They are just down right refusing to respond and they still have my car!! They specifically told me they would look at it on 11/4 or 11/5 and I told them I would come back for it on 11/7. So on 11/7 when I inquired I was told they were still inspecting and would have status shortly and have heard nothing in 17 days despite repeated inquiries. I have written proof of contact dates as I always communicate with them via text so that I have proof of work to be done, dates, prices, etc. I have all communication via text since they initially contacted me on 9/18/24 to tell me they received my car from the towing company.

  

  Business response

  12/02/2024

  Hello, please see attached BBB response and invoices. Thank you! 

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  $754.21 Regarding F-150 *Dropped off 2017 F-150 on 7/24 Truck check engine light was on. *I called 7/29 to get update, nothing had been done, was told **** would be my service advisor & would call me after they looked at the truck. *Got a return call 7/31 (I have the voicemail) from ****. **** stated an inspection was needed to "exactly diagnose the issue" It would be approx. $247. I authorized the inspection. I told him that if repairs exceeded $1000 I would not be able or willing to do any furter repairs. *Got a call saying the issue was a cam position sensor and the repair would be approx. $500 plus the $247 inspection for a total of around $750. I authorized the repairs. *Got a call on 8/2 from *** (I have the voicemail) saying the truck was fixed.*Picked up the truck 8/2 & paid @$750. Check engine light came back on. *8/2 Dropped the truck back off & **** told me the truck was never test drove & was not supposed to have been picked up. I asked the cashier to void the transaction and that I would pay when the repairs were actually completed. She said the charges would be voided and should drop off by the end of the day. *I received a call from **** a few days later saying further repairs of $3000-$4000 would be needed to fix the truck (replacing the cams completely). I told him I would pick up the truck & did not authorize any further repairs. *I picked up the truck & took it Big-O tires in ********* a few days later. They digoinsed that the truck was low on oil. They did an oil change and that was all that was needed to fix all the problems. *I relayed this info to the manager of Elite Auto *** ****** & request my money be refunded. He said that this was something they should have checked before charging me to diagnose the problems and that returning my money wouldn't be an issue & that I should not have been charged if the repairs did not fix the issue. *Since then I have called & left messages 5-6 times for *** & have not received call back.

  

  Business response

  11/27/2024

  Hello, please see attached BBB response and invoice. Thank you! 

  Customer response

  12/20/2024

   
  Complaint: 22583013
  
  I am rejecting this response because: The company stated that I picked up the Truck and then returned it for the same issue which is correct. They then went on to say that I did not leave it for further inspection which is incorrect. I left it and the called me and told me it needed all the cams replaced which would be an additional $3000 - $4000 dollars to fix the truck, They said the sensor they replaced was just a starting point and needed done before they could go further. They said they would need more time to work up the full quote but gave me that range of $3k-$4k. I told them not to do anything further then returned and picked up the truck. I then took that truck to Big O Tires and they inspected the truck and said it was simply low on oil and only ever needed an oil change. They did the oil change and all there check engine lights turned off and it drove perfect after. That is when I request my money back from Elte auto and they at first said they would refund me but never have. I had initially disputed the charge with my bank but my bank denied the dispute. The manager at ***** said he would have to wait for it to be out of dispute before he refunded me. Its been out of dispute for a long time now. When the dispute was removed I called and left at least 5 messages to call me back and they have ignored my calls since. 
  
  Sincerely,
  
  ******* *******

  

  Business response

  12/26/2024

  Hello,

  Please see attached BBB response.

  Thank you.

  Customer response

  01/09/2025

   
  Complaint: 22583013
  
  I am rejecting this response because:

  First off if I returned the truck for you guys to remove the Cam ******** Sensor you unnecessary installed you would not be able to reinstall my original because there is no way you saved it and even if you had it, there is no way I would trust you to work on my truck again. Secondly it is only a $20-$35 dollar part, I'm more than happy to have you retain $35 from the refund. Third, I traded in the truck in December which is what I told your service advisor I was going to do when it was first looked at. 

  Also, the invoice you provided is not even the invoice I paid. I paid $754.21. It was not for  "REPLACE BOTH INTAKE AND EXHAUST CAM SENSORS": $457.90" as in the invoice you provided. It was one sensor, and the inspection. Just the fact you charged me $150 for the inspection part and failed to correctly diagnose that the truck was simply low on oil, then proceed to charge me to replace a sensor which did not fix the problem is absurd. Then when I returned the truck you **** told me it would be $3000-$4000 to replace all the cams meaning you failed a 2nd time to diagnose that the truck was simply low on oil is either complete incompetence or FRAUD. On top of all that you provide a false invoice for an an amount and repairs that is incorrect. 

  I am again requesting that my money $754.21 be fully refunded ASAP. If you feel you need to retain $35 for the part that was unnecessarily replaced my refund would be $719.21. Again, even I did still have the truck it is crazy to think after this gross negligence I would leave it with you after all of this. 

  
  
  Sincerely,
  
  ******* *******

  I've already provided the bank statement for your charge of $754.21. 

  

  Business response

  01/17/2025

  Hello, please see attached BBB response. Thank you! 

  Customer response

  01/29/2025

   
  Complaint: 22583013
  
  I am rejecting this response because:

  I had already provided a copy of the receipt from Big O directly at Elite Auto directly. Furthermore it was included in my original BBB submission. I have reattached and i'm providing it for a 3rd time now. 

  The service manager *** ****** had said that he would be happy confirm over phone as well. 

  
  Sincerely,
  
  ******* *******

  

  Business response

  02/06/2025

  Hello, please see attached response. Thanks! 

  Customer response

  02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  All the contact and payment info is the same for the refund. 

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car towed here for a seized water pump, I also had to have the timing belt removed and replaced to reach the water pump, I knew this would be the case and would be a timely and probably costly repair. Pride is located with in walking distance of my house so I figured that would be the best scenario. They quoted me a bit higher than I was expecting but I went ahead with the job. A couple days in to the job they called to let me know some sort of hose had been damaged during the repair and would have to be replaced, this would be an additional almost $1000 dollars. Hesitant, I agreed. I was told it has ****** miles things are going to start to crumble like that. I needed my car so again agreed to the cost. Once my car was ready, about a week and a half later they said once they got everything back together they noticed a ticking sound and I would need to have my cylinder head basically sent out to be rebuilt, at an additional cost of $4600! I refused and said it was not making this sound before, and I definitely couldnt afford such a repair. I paid for the work and left. My car was now ticking and sounded like the engine was going to die. I had it towed to a friend recommended shop for a 2nd opinion on the suggested repair. He said he didnt see any reason for the suggested repair and that the ticking sounded like the timing was off and just needed to be re- put on to fix the problem. I called pride and let them know, and was just short of hung up on, I was told they already did that, and the timing was spot on all they get is codes, we got the same code. I said so theres nothing you can do after I spent all that money? He responded we already did everything we could do and said keep me posted. I took it to the new shop had them reassemble the timing belt, and it is running great! Clearly Pride auto was never equipped for the job and knew they messed something up. What if I had agreed to the $4600 repair?! I would like a good chunk of my money back.

  

  Business response

  10/22/2024

  Hello, please see attached BBB response and invoice. Thank you! 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 14th, 2024, my vehicle was stuck, in the parking lot of the Kerry's Car Care location at ***************************************** *******, AZ *****, by a ******* technician who was backing a customer's car out of a ********************** bay.The police were called, a incident report was files with phoenix, PD. Damages were photographed and information was exchanged with the store management.I was told by the manager of the location, ***** ******, that there was security video footage of the incident that they would be reviewing. I asked for a copy of the video and was told he would need to find out if that could be provided to **** was given no names or contact information for anyone at ************ to deal with this situation.Since then, i have submitted 2 inquiries through their customer ********************** online form. And left 6 messages through the only phone number available for *******/Drive Automotive corporate office which is ************ and have received no return calls.

  

  Business response

  09/18/2024

  Hello, please see attached BBB response. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to this shop after my battery cable corroded off. After replacing the battery with a brand new one, we started having issues with the transmission. We took the vehicle in to get looked at. They ran diagnostic and said the *** + Transmission needed replacing. That seemed ridiculous, the car only had 54k miles and the transmission was fine before the battery had died. I asked for an explanation on how that could be, only to be met with the response of "it's a ****** I rejected their recommendation under advisement from another mechanic. We then began individual part replacements. During this process, I was refused the ability to speak to any of the mechanics for insight or technical explanations on what was happening, being left with "it's a ***** as the reason for this abnormal failure. After the *** replacement, my car now can not keep a battery charge, which is due to it being wired incorrectly, nor can it sense my key FOB. They asked us to get a battery for the key FOB, which we did, but I told them it wouldn't work ahead of time. Even worse, nobody on their team could figure out or explain how to get it into neutral expect one guy. Now I'm stuck with a car that was robbed today, due to the window being LEFT DOWN by them and having no power to my car. They said the battery died after sitting, but guess what? It's been 1 day since you charged it and now it can't keep a charge. A BRAND NEW BATTERY!!! We are looking at potential legal action to seek reimbursement plus damages if this is not rectified.

  

  Business response

  09/16/2024

  Hello please see attached BBB response and Invoice. Thank you! 

  Customer response

  09/16/2024

   
  Complaint: 22261465
  
  I am rejecting this response because:
  

  The business didn't offer any guidance or advice throughout the entire process in regards to the repairs. After their TCM replacement, my car can no longer hold a charge. They tried to blame it for sitting in the lot, which is absurd and totally false. It is in worse condition than before. They didn't even bother to undo their mistake and seemed clueless on why it happened, creating a huge issue when I had to get the car out of the lot. They also refused to let me speak to any of technicians working on my vehicle.

  Sincerely,
  
  ****** *****

  

  Business response

  09/20/2024

  Hello please see attached BBB response. Thank you! 

  Customer response

  09/20/2024

   
  Complaint: 22261465
  
  I am rejecting this response because:

  ******* **** was able to successfully reprogram the *** and get power to the car. The installation of the *** was done poorly and I am awaiting documentation from ******* ****. However, we discovered that the clutch had broken off. ******* did not know how to reprogram the *** and failed to do so, causing extra issues when we needed to get the car off the lot. They couldn't even figure out how to get it back into neutral. I would be satisfied with a partial reimbursement for the *** installation that was done incorrectly. There is no electrical issues at all with the vehicle. 

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2015 Jeep Wrangler Unlimited to Service Street Auto on North Carefree here in **************** at the end of July 2024. I had assumed this shop would be able to complete my warranty work my Jeep needed. Supposedly a Diagnostic test and vehicle inspection were performed, which I was charged for. Service Street Auto came back at me with a few things that needed repaired as well as the warranty work. The main warranty work to be fixed was replacing the engine oil filter housing, this had been causing a slight but noticeable oil leak coming from the bottom of the engine. At the point they claimed the repairs had been finished I picked my Jeep up and paid. That night my Jeep was leaking in my driveway again, looked underneath and it was very dirty and looked worse than before the repairs with oil still dripping. I took my Jeep back to this shop 4 different times, each time they e insisted the correct work was done and they couldnt see any leaking or dripping oil. Other issues came up with my Jeep upon taking it home from the shop after repairs were supposedly completed. Lights flashing on my climate control nobs, still dripping oil in my driveway as I type this, the wires and plugs I paid to have replaced look like the same ones that have been on there for the life of the Jeep. I have rubber plugs missing on my transfer case that were there before I brought my Jeep in, they are meant to keep dirt and debris out of there. Service Street Auto has insisted these things were already like this when I brought my Jeep in. I have contacted there main corporate office in ******* last week and reported this to someone there. I have not gotten any response back. I am now at a point where I have to be careful with my Jeep and pay this off before going elsewhere to have it looked at. Some or all of these repairs were obviously not completed or not completed correctly at this shop.

  

  Business response

  08/30/2024

  Hello, please see attached BBB response and invoices. Thank you! 

  Customer response

  08/30/2024

   
  Complaint: 22213689
  
  I am rejecting this response because: Lies from technicians at this shop. Never asked the shop for a full refund while I was in there. My jeep had to be taken back to the shop 4 times, not 2. They did find leaks, the technician claimed he could only spray down the engine to clean it up. Very shady people working at a very shady auto repair shop. They robbed me. Good job guys you got your $2K from me. Your technicians have already been paid for the work as my Jeep sits here still leaking.
  
  Sincerely,
  
  ***********************

  

  Business response

  09/09/2024

  Hello, please see attached response. Thank you! 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09/07/2023 I took my 2006 ****** Tundra SR5 4x4 to ******* to diagnose two issues I began having at the same time: inexplicable power steering fluid loss and intermittent smoking from the tailpipe at start up.After evaluating the problems ******* diagnosed them as two separate issues: 1. the power steering fluid was leaking into one of the boots on the rack and pinion assy and that the entire R&P assy would need to be replaced (which also involved having to refill the power steering fluid and perform a front end alignment; and 2. That the smoking at start up was due to a bad *** valve. ******* advise the total cost (inv #***-19200), $2,219.51, and i approved the work. When I pick up the truck ******* advised my leak was fixed but i may need to add a bit more PS fluid as everything got worked in, and that I may see a bit of residual smoke for a while from the *** job but it would go away. Two months later, after giving after the power steering leak persisted and the smoking at start up never changed, I went back to advise i was still having these issues. I also asked if they actually performed the alignment they charged for because the truck seemed to have a slight pull to the right. After evaluation, ******* said they could not duplicate any of the issues i was still having, but did feel the need to quote (inv 890-20135) me another $2K+ worth of work on my control arms and ball joints...i declined and picked up my truck.I waited until after holidays to look for someone to properly diagnose my issues, i found a shop that diagnosed the problem as a broken power steering pressure switch, this was pulling power steering fluid into the system (power steering fluid loss) and burned it at combustion causing the smoke. This was fixed by ANW automotive in 30 min at a cost of (inv 6212) $335.92.I went to Kerrys after that and asked for a partial refund of the original invoice as well as an "oil change pack" i purchased. This request was not met.

  

  Business response

  08/26/2024

  Hello, please see attached BBB response and invoices. Thank you! 

  Customer response

  08/26/2024

   
  Complaint: 22171086
  
  I am rejecting this response because: Regarding the return visit 11/2/23: I stated the pulling slightly and *asked if the alignment had actually been performed* as well as reporting the continued fluid loss and smoking, which was the problem they were supposed to fix. 

  "It is important to note that both on September 7, under RO#*****, and on November 2 RO# 20135, we informed the customer that replacing the power steering lines was necessary for the
  most effective repair." I get that, but it wasnt necessary to fix the immediate problem.

  "Additionally, when replacing a power steering pressure line, the pressure sensor would be replaced as well." That's all well and good, but the immediate problem was the sensor/breaker that was picked out by ANW...IN MINUTES.

  The power steering lines were weeping, but not enough to cause the fluid loss. After the repair at ANW my lines still weep, but so little that I have had to neither add fluid to the reservoir nor had ANY smoking since ANW replaced the vacuum breaker.  

  ******* did nothing but advise an unnecessary replacement of the rack and pinion assy and the *** kit, and quote for work in an effort to **** as much out me as possible. Regarding the oil pack, ******* the non-GM/GM advised that that was the only thing "corporate back east" did approve and pretended to be surprised that I hadn't seen a check as of my last follow-up in the shop in May.
  

  Sincerely,
  
  *********************

  

  Business response

  08/30/2024

  Hello, please see attached BBB response. Thank you! 

  Customer response

  08/31/2024

   
  Complaint: 22171086
  
  I am rejecting this response because: Although they did refund $299.91 to my original payment method, which I admittedly missed as I was looking for a mailed check ******* the shop manger said was on the way. ******* never fixed the original problem regardless of whether or not my lines weep. The problem was the vacuum breaker that another shop diagnosed and fixed in less than an hour for 7x less than the "fix" ******* suggested and I approved out of trust. I am asking now for reimbursement of the labor labor from invoice #***-19200 in the amount of $730.96 as NONE of this work did anything to solve the problem I went in for originally. I believe this is fair. 
  
  Sincerely,
  
  *********************

  

  Business response

  09/09/2024

  Hello, please see attached response. Thank you! 

*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. ↩