Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an engine which was represented to have 60k miles on it for $11k from this establishment. The first day I picked up the vehicle it started smoking and was apparently not in good shape. I immediately called back to the shop and was told they drove the car and noticed nothing wrong with it, which is laughable, and to bring it back to them which I did. Within 30 mins of the shop opening I received a call my car was checked out and it was a sensor issue which was corrected and come pick up my car. I picked up the vehicle and same issues. I notified the shop again and asked for the return of my money for the part, I was willing to let this unethical business keep the money for the labor. I was approached with an attitude of uncooperative mess and essentially told I am not getting a dime ba k and I must allow them to resolve and keep wasting my time. I immediately took the vehicle to an actual ****** dealership and was advised I need a brand new engine, $17k, and this engine they installed was infiltrated with sludge and was worthless even if I attempted to trade in the car, after just spending over $11k. I was still met with no attempt to return my money. I provided this establishment the name and number of the ****** dealership, at their request, and I have had no contact since. My lawyer is prepared to draft a demand letter. Working multiple angles to out this shady business and get my hard earned money back. This place is a scam and very unethical. Wonder if they would let their kids ride in this dangerous car that was misfiring back into the engine. I have a disabled daughter and a toddler and this is unsafe for my family and the engine not worthy more than 500. *** also asked for paperwork verifying what they paid for the engine and any identifying info on the engine nothing!! It is worth noting I attempted to call customer service for this establishment to not have to take this route and got the recording the person is t available multiple times.

  Business response

  01/13/2025

  We do apologize this customer has had to deal with this issue.  I am now enlisting the help of our district manager to figure out what's going on and what we can do to assist this customer.  

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 11th 2024 I had Precision Tune Auto at ******************************************, install a new radiator in my 2001 Tacoma V6 4x4. I provided my own OEM ****** part for the job, which they agreed to install. The final cost was $177.93. After picking up my vehicle, I noticed ATF fluid spilled throughout the engine compartment. I returned to ask about it, and I was told to follow up in a few days when the technician who worked on my vehicle would be available. Upon following up, I was told the fluid leak was due to an air bubble in my transmission, which caused the spill. This explanation doesnt make sense to me, as it seems more likely the fluid was spilled while topping off the transmission fluid. Further inspection revealed additional concerns. The transmission fluid level is dangerously low, despite being charged for fluid, indicating it wasnt topped off correctly. Additionally, the fan shroud isnt flush with the radiator, which I believe it should be, and the bolts/toggles securing the radiator appear to be improperly ************ very frustrated with this situation, as I trusted Precision Tune Auto due to their good reputation. These issues feel sloppy and unprofessional. The work done was not up to standard, and Im concerned about potential damage caused by these installation mistakes.Resolution Requested:A full explanation of the fluid spill and why the air bubble theory is being suggested.A 50% refund for the subpar service, as I will need to address these issues myself.Confirmation that any other potential damage caused during the installation will be addressed.I hope to resolve this matter promptly to avoid further damage or costly repairs.

  Business response

  12/23/2024

  We apologize the customer is unhappy with the service he was provided.  Because the customer supplied his own parts, there's no warranty of any kind that we can provide.  For customer satisfaction, we did invite the customer into our ************. location in ******* to ensure the customer's radiator was installed properly.  The manager at our ************. location found that the radiator was indeed installed properly with all hoses properly attached and clamped.  Our Atlantic Ave manager did find one spot of transmission fluid on his intake hose that goes from the engine air filter housing to the engine.  The customer requested that we not clean it up.  Since the work was done properly and the only spot of transmission fluid was found that the customer did not allow us to clean up, there's nothing further that we can offer this customer.  

  Customer response

  12/31/2024

   
  Complaint: 22691368
  
  I am rejecting this response because:

  The cleaning method they suggested, using ************* posed a risk of degrading the rubber components in my vehicles engine compartment. Given their initial error, I was understandably apprehensive about allowing them to proceed, as it could potentially worsen the situation. While I appreciated the safety check they conducted, the inconvenience of having to return for additional inspections was unwarranted and unfair.
  
  
  Additionally, I had to top off the automatic transmission fluid myself during the original service, despite being charged for it. Furthermore, I noticed on the original receipt that my vehicle was driven four miles during their possession. This distance seems excessive and is an unexplained circumstance that raises concerns.
  
  
  Sincerely,
  
  ********

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my car to this shop in July due to my transmission going out and them being a repair pal for car max who I purchased a warranty through. I contacted them prior to paying to tow my car up there to verify the transmission was something they could fix and they told me to tow it up there they would diagnose it and fix it if it was the transmission. After it was towed up there they called me and told me to take it somewhere else I advised them that they told me they would be able to fix it and that I wasnt going to be able to tow it anywhere else. They stated they would fix it and then tried to charge me an additional $500 after 4 weeks in the shop they did decide to wipe that balance and fix it for what the warranty company was offering. They told the warranty company it was a 2 year 24 month warranty on the transmission and told me it was 30 days which meant there would be a 23 month lapse that I was responsible for if the transmission went out again. Finally got the car over a month later and had it for 24 hours before it broke down again. They towed it back in and tried to tell me I was wrong nothing was wrong with it. I rode with them for 5 minutes in the car and proved it was still broken after they tried to convince me I was wrong. Had it for 3 more months I get it back today and its POURING transmission fluid. I will not take it back there I will not have them do another minute of work on this vehicle. They didnt offer to cover any rental or any expense that I have accumulated due to this issue. I will be contacting a lawyer for this business also for American credit acceptance due to having a 6 year car loan that lasted me 11 months I hope its covered under lemon law

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was taken to the auto shop on August 31, 2024, because the truck was not turning over. The shop diagnosed the issue as the battery and after I requested to have the vehicle checked again, because I knew it was not a battery issue, it was stated the fuel module was the issue. On September 10th I received a call stating my vehicle was fixed, the fuel module was replaced, and I was charged $661 for a battery replacement. After I took the vehicle back and I returned home I realized the fuel cap door was messed up, and I called them on September 11th to inform the shop the fuel cap door was messed up. The fuel cap door had no issues prior to the shop working on the truck. Today on September 14th I opened my toolbox (that was locked prior to my vehicle being towed to the shop) and realized all of my tools were missing, which is well over $2,000. I called the shop about the theft, and they asked me to head to the shop to talk about the issue. When I arrived at the shop, they stated they have no liability for the fuel door or the theft. My truck was on their property under their care, and I essentially was screwed 3 times, and the shop will not do anything about it. 1. Stating the battery was the issue with my truck when it was a fuel module, 2. My fuel door was tampered with and they aren't fixing it, and 3. My truck was vandalized and pilfered under their care and at their property.

  Business response

  09/16/2024

  We are sorry that this person has had an experience like this at one of our NC area locations.  I've attempted to look up this person's customer info in our database but the name, address and phone number provided on this BBB complaint doesn't return anything.  I would need to know which location this customer visited, the customer's name and phone number as it appears on their invoice.  The customer is welcome to contact our customer service center at *****************-227-8863 or ********************************************.  

  Customer response

  09/16/2024

   
  Complaint: 22286643
  
  I am rejecting this response because:

  The vehicle is under my husbands and my name. The name the work was done under is ****** ****** the invoice number is ******, the work order number is ******. Speaking with the auto shop in ************ got us nowhere because apparently the only words they can say is "we have no liability"

  I will not make a call into any offices, because I prefer to have a written document trial for reference purposes.

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

  Customer response

  09/23/2024

   
  Date Sent: 9/16/2024 1:15:27 PM
  

   
  Complaint: 22286643
  
  I am rejecting this response because:

  The vehicle is under my husbands and my name. The name the work was done under is ****** ****** the invoice number is ******, the work order number is ******. Speaking with the auto shop in ************ got us nowhere because apparently the only words they can say is "we have no liability"

  I will not make a call into any offices, because I prefer to have a written document trial for reference purposes.

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

  Business response

  09/23/2024

  In regards to the price we charged for the battery, we did overcharge the customer by $191.57.  We do owe them that much of a refund.  If the customer would like to provide a good mailing address, I will be happy to setup the refund for that dollar amount.  In regards to the missing tools, it's stated at the bottom of each workorder and invoice that we do not accept any liability what so ever for any items left in or on a vehicle that come up missing.  We do apologize but there's nothing we are going to do about the missing tools.  The tools should have been removed from the vehicle before bringing the vehicle to a repair shop.  We did not provide any kind of service that would have required any of our technicians to remove the tools or toolbox from the truck bed.  We are sorry but that is our final answer.  

  Customer response

  09/24/2024

   
  Complaint: 22286643
  
  I am rejecting this response because:

  Aside from the missing tools and the over charge of a battery what about my gas door housing that was messed up while at your shop? The housing was just fine when my vehicle was dropped off at your location and then all of a sudden when I picked up my vehicle the door would not stay closed properly. 
  
  
  
  Sincerely,
  
  ****** ******

  Business response

  11/18/2024

  We cannot issue a refund for the battery replacement.  During the diagnostic stage, the battery did fail multiple tests and needed to be replaced.  Because the battery was not providing enough electricity, it's not possible to diagnose a faulty fuel pump.  We did not have to remove the fuel door or fuel filler neck to replace the vehicle's fuel pump.  This is why we are not accepting liability for the fuel door.  As for the missing tools, it clearly states on all of our workorders and invoices that we are not responsible for missing/stolen items.  Having said that, we will be happy to comply with any police investigation that the customer would like to initiate.  We would not have keys to the lock on the toobox.  Nor did we provide any service that would require the toolbox to be opened or removed from the vehicle.  

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for a free diagnostic evaluation. After sitting there for an hour, the woman told me they needed to do a more advanced evaluation. Nothing was said about cost. I even checked with the woman to man to make sure I wasn't confused. I was left with the impression they were making sure what it was before they fixed it. Then a bit later she tells me it was $138 and it would cost $410 to fix my car. When I told her I never agreed to any charge and was never told of one she said if I wanted my keys back to my car I had to pay. I did wind up getting the repairs at a reputable mechanic who didn't need some fake extra evaluation and the whole repair cost less than the "evaluation" they charged me for

  Business response

  09/09/2024

  As a company, it is our policy to have our customers sign any and all workorders and invoices.  This customer did sign an updated workorder reflecting the fees he would have to pay to have us diagnose his vehicle.  We do offer a free technician evaluation which is 15 minutes of free labor to determine which type of diagnostic service would be required to determine the vehicle's issue(s).  With today's automobiles, there's is no "one size fits all" when it comes to diagnostic services.  Each system of a vehicle requires a different type of diagnostic service to find the malfunction.  This customer was provided a written estimate for the diagnostic service in which he signed.  We do apologize, but we cannot issue any refunds at this time.  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/19/24 I went to Precision Tune Auto Care to have my brakes inspected. I was not hearing any noise from them at the time but was told at my last care servicing that I would need them soon. I was told I needed front brake pads. I asked them to put them on and paid $276.26 for the service. I went back on 1/26/24 because the brakes were squeaking. They replaced the front brakes at no charge. I continued to hear the noise and went back on 2/16/24 and they said I needed rear brake pads. I had them put on and paid $353.52. I continued to experience extreme squeaking and went back three more times to get it fixed the last date being 4/26/24. The squeaking has continued and is getting worse.

  Business response

  08/16/2024

  We greatly apologize for the serious inconvenience to the customer.  We will be having a district manager reach out the customer to discuss the next steps including any possible refunds.  

  Customer response

  08/20/2024

   
  Complaint: 22135483
  
  I am rejecting this response because: I received a call from *************** Saturday, August 17th stating she was the General Manager and wanted the details from my complaint. I shared with her what transpired. I also sent her by email the dealership inspection of the brakes and them stating the problem was caused by cheap aftermarket brakes. I also sent her by email an inspection done by ********* pretty much stating the same. She said she would get back to me. On August 19th I reached out to ************** to ask if she had any response for me and she stated she had sent the information to the Regional Manager and was waiting on him to get out of a meeting. As of August 20th at 6:30pm I have still not heard from anyone. It's very concerning to me that Precision Tune don't value their customer that have been loyal to their business for over 10years and not want to see this matter resolved.
  
  Sincerely,
  
  *******************

  Business response

  08/21/2024

  Good morning.  We apologize for the inconvenience to the customer.  After reviewing all relevant information provided to us from the customer, neither ********* nor the local dealership can find any safety concerns with the customer's brake components that we've installed on the customer's vehicle.  They are however noisy and that was able to be confirmed by both of the other auto ***air facilities.  Obviously, this is unacceptable.  At this time, we will be happy to order ***lacement brake pads, brake rotors and related hardware from the local dealership and install them for the customer.  We do provide a 24 month/24,000 mile nationwide warranty on all ***air parts and labor.  As part of our warranty, we will not be charging the customer for the difference in cost for dealer/factory parts vs. the aftermarket that installed.  We will also not be charging the customer for the additional labor required to install the dealer/factory brake components.  Our customer service *** will be reaching out to the customer to make all the necessary arrangements.  

  Customer response

  08/24/2024

   
  Complaint: 22135483
  
  I am rejecting this response because: Once again promises made are not promises kept. On 8/21 Precision Tune Auto Care responded that they would replace brake pads, rotors, and all hardware at no charge to customer. Also, on 8/21 around ******* I received a call from customer service rep ******* He stated he was asked to give me a call to go over replacing all four brake pads and all four rotors and would be ordering them from the dealership. I asked could they do it at a different store location and was told yes. We chose the location on ********* and ********** to do the repairs. On 8/21 at 7:22pm *************** called me and reiterated that they would be ordering the parts from the dealership and would email or call me once she ordered them the next day which would be Thursday 8/22. As of Saturday, 8/24 I have not heard from anyone. Friday 8/23 I took my vehicle to be inspected again because the noise is getting worse and I'm starting to experience vibration when braking which I informed *************** of on 8/21. The inspection results are still pretty much the same, but due to the rotors not being properly installed they're now warping causing the vibration. I have the written inspection. At this juncture I'm asking for reimbursement so I can get my car fixed because now I feel unsafe driving it. The 26th of August will make 7 months that I've been dealing with this matter, not to mention two weeks of no results since  the negotiation with Precision Tune Auto Care, 
  Sincerely,
  
  *******************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The technician failed to properly reinstall the engine undercover. When I left the center, I started hearing a noise. I called back to the center and spoke to ***** about the issue. He advised me to bring the vehicle back. In route to return to the center, the noise stopped. I assumed the issue had resolved itself. However, what actually happened was the undercover fell off completely. I returned to the center on the morning of 7/25/24 to have this issue assessed and resolved. I was told that only a few screws needed to be tightened and there was no missing part. I was asked if I had pictures of the underbody of the car before it was serviced. The lack of accountability is appalling. They refuse to replace the missing part. I will be filing additional complaints and consulting an attorney until this matter is resolved. Review of the owner's manual depicts an undercover that is no longer on my car.

  Business response

  08/05/2024

  This customer met with one of our district managers at one of our other ******, ** locations.  It was discovered that the splash guard under the vehicle was indeed missing.  We have ordered a replacement free of charge from the local dealership.  Once it arrives, we will be installing it free of charge to the customer.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle has been at the repair shop going on 3 weeks. I have called them as well as the warranty company regarding the service pertaining to my car being fixed. I havent received any type of update from either company. I was told a video inspection was to be done on 7/18 and 7/19 but when I called to see how things went. I keep being told that no one has called.

  Business response

  07/22/2024

  We are sorry to hear a customer is having an experience like this.  Unfortunately, I need a little more information.  I need to which of our 33 locations their vehicle is at.  From there, I can get involved and help to find out what the hold up is and hopefully expedite the process.  Please have the customer contact me at ************ or ************.  Just push 1 for customer service.  The customer is also welcome to email at ****************************** if that's easier for them.  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Precision Tune in **********, ** to get an oil change on 12/26/2023. I was later notified that day that one of the technicians wrecked my vehicle and that they would take care of the damages. I was told a week later after several phone calls that I would have to file a claim myself to get the damages repaired. Now Precision Tune will not communicate with my insurance company to reimburse for the repairs. It's been 6 months. The insurance company has tried to contact them several times.

  Business response

  11/18/2024

  We have been in contact with the customer's insurance company.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/28/2024 and 4/22/2024 I went to the business to get an oil change, they provided me the service. Almost a month later on 4/20/2024 my car started stuttering and when I checked the oil in my car there was nothing in there. I added about 3 quarts then I went back to precision on the 22nd and one of the employees confirmed there was not enough oil put into my car when the service was done if I needed to add more. They also informed me that my valve cover gasket and a spark plug needed to be replaced, on the way to my mechanic my car started smoking from under the hood and the back of the car. I had to get it towed to my mechanic he replaced both of those parts only to find out more spark plugs were misfiring and losing compression, which he replaced all of those as well. I get the car back home and was still shaking, I go back to precision and they charged me to get a diagnostic test and said that I needed a new engine. Since then my car will just cut off, I have not been able to drive my car since the diagnostic test. I also have sent all this information in to the BBB but was told you all have not received it.

  Business response

  11/18/2024

  The customer's vehicle is a 2018 ******* with nearly ******* miles on it.  Sadly, ******* is known for having oil consumption issues.  The customer did bring their vehicle in for an oil change service on 3/28/24.  During this service, we informed the customer they had an oil leak coming from their engine valve cover gasket.  We provided the customer with a written estimate.  Unfortunately, the customer chose not to have this repair completed.  The customer did come back in for a recheck visit on 4/22/24 nearly ***** miles later.  During this visit, we provided the customer with a free technician evaluation to see if we could determine the source of the customer's issue.  We again informed the customer that she still has a valve cover gasket that needed to be addressed.  We also informed the customer that the valve cover was leaking motor oil into the sparkplug tubes causing damage to the vehicle's sparkplugs and now those would need to be replaced as well.  We never told the customer that we didn't put enough oil in the vehicle.  We informed her that she had a major leak and was losing oil.  The customer returned again on 5/2/24 because the vehicle was running poorly.  The vehicle had been driven 335 miles since the time of the last visit.  The customer stated that she had taken her vehicle to another auto repair shop who replaced her vehicle's valve cover gasket and sparkplugs.  upon check the vehicle's engine oil level, we found the vehicle had had consumed a 1/2 quart of motor oil.  We did provide the customer with a diagnostic service to determine the reason for the poor engine performance.  We found cylinder number 2 was VERY low on compression, meaning very low pressure inside that cylinder.  Every combustion engine requires a specified amount of pressure in each cylinder in order to run properly.

  Unfortunately, the customer needs a replacement engine.  This is likely due to the customer neglecting required maintenance that's needed to keep the vehicle running optimally.  When it comes to our customer's vehicles, we can only make the necessary recommendations for repair & maintenance services.  We cannot force them to purchase those services.  Today's vehicle require more maintenance than vehicles of 30 + years ago.  

*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. ↩