Complaints

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our 2013 Land Rover into Woodie's 2/23/2024 for a few things to be worked on...at this time the technician said he changed the power steering fluid and did a flush. He also told us that our car had ****** miles left on it until we couldn't drive it any longer. He never told my husband when to change the oil next, we called him 3 times. Then on 4/25/2024, we took the car back in as we were having a check engine light come back on and low battery on the key fob. The technician changed the battery on the old keyfob and it still didn't work(so he said). At this time, they called my husband and said that we needed a new keyfob and the old one wouldn't work anymore. We were told that this would be $500. When my husband picks the car up, he is charged $839. When he turns the car on after asking if the low battery and check engine light were off.....they came right back on. They ran another diagnostic at that time and it said the same thing was wrong that we just paid to get fixed. At this time, we didn't feel comfortable with anyone from this business touching our car. As we get home, we notice that now there are 2 keyfobs, both work the same. The low battery ight on my car goes off a day or so later, so both work and we never needed the new one. The old keyfob always worked and turned the car on,,,,when i asked ***** about why would they charge us for another keyfob when the original was working at the time the car was there. And also, why were we told $500 and charged $839 with zero explanation? I called the Manager, *****, on several occasions to try to work it out and he never called me back after he said that he would talk to management about a refund. We have always had one key to this car....we never asked for 2 keys. We just wanted a working key. In the end, we had to take our car to Land rover to get it fixed,so we have paid twice for this car to be fixed. Land rover is also saying that my car needs another power steering flush.....and it shouldn't.

  Business response

  05/30/2024

  Mr. ************************* brought his 2013 Land Rover with ******* miles in for maintenance 9/1/23. We advised the vehicle was running poorly and was in need of maintenance and the oil should be changed more frequently.
  
  The vehicle was past due for spark plugs, had a worn out belt, air filter, bad coolant cap, the power steering, brake fluid were in poor condition. All of the previous items *********** approved to replace.
  
  There were a number of other items we noted that the vehicle was in need of, but ************ declined those items, including diagnosing the Check Engine Light. We told ************ if he does not take care of the vehicle it may not last much longer. The vehicle is in poor shape with almost 200k miles.
  
  On April 22, 2024 *********** brought the vehicle in for the check engine light and that the vehicle was not recognizing the key. The mileage at that time was 211,285.
  
  The key he gave us was missing buttons  and the vehicle was not recognizing the key. ************ wanted to, and agreed to replace the key. We ordered a new one from Land Rover and programmed it to the vehicle.
  
  We diagnosed the check engine light as an evaporative leak in the emission system. The first step to fixing this issue is to replace the gas cap. We advised ************ if the light comes back on we would  need to look further into the evaporative system as there may be more leaks than just the sealing of the fuel cap. He approved the fuel cap.

  We advised ************ that the vehicle was not being serviced often enough and recommended he replace the engine oil more frequently.  

  We replaced the key fob per **************** request and the vehicle now recognizes the key but the low key battery light is on. We offered to replace the battery on the fob but the offer was refused. ************, was advised of the price of the initial diagnosis and the fuel cap repair cost. The 500 dollars was roughly the cost for the new key and to have the new key programmed. All of these items were approved in advance by ************. 

  Customer response

  05/30/2024

   
  I am rejecting this response because:
  They did check the engine light the first time my husband came inwhy would he have brought it in the first place? And after doing the power steering flush, it now needs it again. Which it shouldnt. Your technician never told my husband when to come back and change the oil. And when I ask you *****, you acted like you had no idea, your technicians are not great communicators and never call people back, guess they get that from you!!! We know the car has high miles but telling someone the car only has 50k miles until the engine blows is not good businessthen not returning calls to tell them when to change it, for the key fob, your technician said $500 total not $839.so obviously, they cant add either. And he told us all lights were off and what do you know, that came right back on, your company did nothing but waste our time and money. Hire better technicians, return phone calls and stand behind your service. 

  Business response

  06/06/2024

  Mr. ************************* brought his 2013 Land Rover with ****** miles in for maintenance 9/1/23. We advised ************ the vehicle was running poorly and was in need of maintenance and the oil should be changed more frequently.
  The vehicle was past due for spark plugs, had a worn out serpentine belt and air filter, a bad coolant cap, and the power steering and brake fluid were in poor condition. All of the previous items *********** approved to replace.
  There were a number of other items we noted that the vehicle was in need of, but ************ declined those items, including diagnosing the Check Engine Light. We told ************ if he does not take care of the vehicle it may not last much longer.
  *********** brought the vehicle in to diagnose the check engine light and that the vehicle was not recognizing the key.
  The key he gave us was missing buttons, in very poor shape and the vehicle was not recognizing the key. ************ wanted to, and agreed to replace the key. We ordered a new one from Land Rover and programmed it to the vehicle.
  We diagnosed the check engine light as an evaporative leak in the emission system. The first step to fixing this issue is to replace the gas cap. We advised ************ if the light comes back on we would  need to look further into the evaporative system as there may be more leaks than just the sealing of the fuel cap. He approved the fuel cap.
  We advised ************ that the vehicle was not being serviced often enough and recommended he replace the engine oil more frequently. The vehicles engine runs rough and is not in great operating condition.
  We replaced the key fob per **************** request. The vehicle now recognizes the key but the low key battery light is on. We offered to replace the battery on the fob but the offer was refused. ************, was advised of the price of the initial diagnosis and the fuel cap repair cost. $500 was roughly the cost for the new key and to have the new key programmed. All of these items were approved in advance by ************. 

  Customer response

  06/06/2024

   
  I am rejecting this response because:
  All of this is not truemy husband was never told that if the check engine light didnt go off by replacing the fuel cap that we would have to pay more money or try something else?? Our money is not Monopoly money. No one refused a battery as we told you it was working-by working-it was turning the car on and off. As both fobs did before the vehicle left your facility, at that time why would u charge us for a second key fob if the first one worked? Your technicians are not professional and have no idea how to service our car. Land Rover said everything your technicians said to do was not true.that the oil does not need to be changed at 3k miles.and the car runs fine per Land Rover. You put our family in ***** way by touching our car in the first place when you and all of your technicians have no idea how to work on a Land Rover. We had to end up paying Land Rover $3,000 more dollars to fix the issue that you had no idea how to fix but took our money anyway. We are requesting a refund at this time. Your company should be shut down for lying to us and not returning calls we made to you for help. Your technicians are not trained to work on land rovers and they all know it!! Shame on you!  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been through nothing short of h*** with this company. I took my car there because it wasn't running properly. I took it there on feb 28th. They fix what they thought it was and charged me over 4 600 Got my car back with engine light on and had to take it back to them this time I wasn't charge because I told it was my o2 sensor got my car back a couple days later and while leaving my car completely cuts off in the middle of the road and now I have to take it back to them couple of weeks later they car me and tell me they have to redo my intake manifold that was done on Feb 25.. and it going to be another 3600 dollars I tell them what was the point of the other 4600 I had already paid and my car wasn't fixed talked with manager who took price down when I picked up my car the next time which was on 17 th or 18th of April and it ran great come to find out they didn't need to redo the the intake manifold and all of my problem was coming from a sleeve from a bolt that fell in the top of my engine head I was charged 2700 this time .. Get my car home thinking this nightmare is over only to have an oil leak .. this time I decided to go to other shops to see what was going on and was told it's coming from 2 spots the oil pan and the value cover gasket .. I went to 3 shop which told me the same thing and the price to fix to my surprise when I called woodies and told them they quoted me 1400 .. I check my receipt and found out they replaced my valve cover gasket and that should be cover under the warranty. Called back only to get different story after different story and when I told them they replaced my valve cover gasket because it was on my receipt I was told I was quote 1400 just for the oil pan. At this point I just want a refund for the valve gasket that I now have to pay someone else to do. I can't believe after tell you my car is leaking oil because something yall did wrong you would make me wait 3 weeks before bring my car back.9

  Business response

  05/23/2024

   ***** brought her car (2002 Mercury Grand ******** to us on February 28th complaining about her engine running rough. We diagnosed it as having several issues. We found that it needed spark plugs and one fuel injector. We also discovered that due to a broken timing chain guide, it needed a new chain, guides, rocker arms and lifters.
  
  On March 11th, she brought it back to us complaining about a misfire. We found what appeared to be a bent valve and quoted her to replace the valves. Once we were in the engine, we found a bolt sleeve from the intake manifold that had obviously been dropped in the engine and had worked it's way down below a valve. It was keeping the valve from moving properly, therefore causing a misfire. Since we had never removed the intake manifold, we asked her if someone else did. She said a friend from her car club had recently replaced the intake manifold gasket. Since the valves were not actually damaged, there was no need to replace them, so her bill was less than she expected. Upon completion of vehicle her wife informed us that she had been admitted to the hospital. We kept the vehicle for a week with no storage fees.
  
  Lastly, on March 26th, she came in and stated that her mechanic said that she needed a new oil pan installed. We told her that we would need to look at it first, but she was adamant about just getting a quote. We gave her an estimate of $1,493.40. I don't remember any mention of a valve cover gasket,but if, in fact, they are leaking, they would be covered under her warranty since we did recently replace them.
  
  We had an appointment scheduled for her on May 14th, but she did not show up and we haven't heard from her since.  

  Customer response

  05/23/2024

   
  I am rejecting this response because: because company is supposed to record conversations if this was the case you would be able to replay every thing that was said .. which was the something why would I take my car back to a shop that quote a high price and when the work is complete and doesn't equal the amount they quote instead of said ok your work was much cheaper they find other to fix just cause they still want you to pay the quote price. 
  On the Picture as you can see I paid for 8 spark plug only received 7. Per picture you can see because of the poor job you did with my gasket I had to get it redone. So again I am just ask for the refund for the gasket which I had to have another company do for me. And yes I was in the hospital  when yall call to say my car was ready but would have been out the hospital if the car was ready on the day you said it was.

  Business response

  05/23/2024

  We offer a 3 year/36,000 mile in house warranty. Had the vehicle returned to us, the valve cover gasket would have been replaced under warranty. At this time, since the repair has already been performed there is nothing we can offer.

  Customer response

  05/23/2024

   
  I am rejecting this response because:
  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They fixed my serpentine belt but they destroyed my alternator. My cousin the mechanic who I took it to after said it looked like took a crowbar to my alternator.

  Business response

  03/13/2024

  Customer arrived with complaints of belt noise. We diagnosed then replaced serpentine belt and tensioner. After pick up, customer returned to shop with complaints of driver seat not functioning. Technician went out and tapped on the seat and it began to function again. ******** then returned later with complaints of alternator trouble. Technician then diagnosed the alternator not charging. Nothing during initial repair would have damaged the alternator or it's ability to charge. 
  

  Customer response

  03/14/2024

   
  I am rejecting this response because:
  They aren't taking responsibility for completely destroying my alternator. 

  Business response

  03/26/2024

   Customer arrived with complaints of belt noise. We diagnosed then replaced serpentine belt and tensioner. At no point during replacement of belt or tensioner is anything pressing on or striking alternator. After pick up, customer returned to shop with complaints of driver seat not functioning. Technician went out and tapped on the seat and it began to function again. ******** then returned later with complaints of alternator trouble. Technician then diagnosed the alternator not charging. An alternator that is not charging is an internal failure of the alternator and has nothing to do with outside appearance. Nothing during initial repair would have damaged the alternator or it's ability to charge.   

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my car in for state inspection and was failed due to window tint percentage. I have a medical waiver for tinting up to 20% which I had installed 6 years ago and have had no issues with passing inspection during that time. I even had my inspection done at this VERY SAME LOCATION last year and passed without incident. My main concern was that I was told that window tints darken over time and I'm really going to have to ask you to cite the source on that. I also requested regular scheduled maintenance as my car's display was telling me it's time, however that was not done and was told it's not really time. I asked if they could reset the message on the display if that was the case, but was denied.I ask that you either re-calibrate your tool for light transmission or find an alternate method of measurement as this all makes no sense to me. My visit last year for inspection went lovely and smooth, hence my return this year. Please find a way to correct this.

  Business response

  03/01/2024

  We have calibrated our window light transmission tool. We would be more than happy to retest your windows and redo the state inspection at no charge. If any maintenance is due on your vehicle we are happy to service it for you. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They told me I needed an oil change, new water pump, new radiator hose, new spark plugs, new oil gasket. They quoted me 1700 dollars for the water pump, and 1200 for spark plugs and oil gasket. I paid the 1700 for the water pump and radiator hose. Before dropping the car off to them I explained my situation with needing an inspection but was concerned about the tint and asked them if it was okay and if not, to let me know because I bought the car that way. They told me it wouldnt be an issue so I proceeded and decided to get a second opinion for the rest. Picked it up and they failed my inspection and charged me for it on top of that.Had another shop look at it. They said my spark plugs were fine, I just had an oil change so that was never needed, and I definitely didnt need a new oil gasket. They had no clue why this other place told me this. My car started over heating and couldnt make it 30 miles without having to pull over. I finally got it to another shop because it wasnt going to make it back to Woodies because I was about 30 min away. The new shop told me Woodies messed up because they didnt replace the thermostat. Whenever you replace a waterpump and radiator hose you typically replace the thermostat. By that point I was pretty upset. I called and spoke with the manager and he was extremely unprofessional and argued with me. I had multiple shops quote me and tell me they should have replaced the thermostat and that they over charged me by 700 dollars. He refused to resolve the issue and I refuse to let this happen and get over charged for poor quality work. It isnt fair and i hope they dont do this to other people. I am requesting a partial refund because I believe that is fair. I could have ruined my car because of the poor service on top of being charged 700 over the other quotes I received to replace a water pump , a hose and a failed Inspection that I explained before hand. Totally unprofessional.

  Business response

  03/01/2024

  State inspection was failed because according to ** state law window tint cannot be darker than 32%. 

  We recommended spark plugs be replaced due to the year and mileage of the vehicle and the fact we saw your valve cover was leaking oil the spark plugs could be replaced at the same time which would save money on labor costs for the customer.

  Replacing the thermostat can be recommended when replacing the water pump. This is not required and does increase the cost of the repair. Our pricing is competitive in our market and we give a 3yr 36k mile nationwide warranty on all repairs like this. If there was an issue with the work done our warranty would have covered it. Unfortunately the customer did not choose to use our warranty.   

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 16 November, my car had an oil change and other work done at an independent certified auto repair service. The battery had died there & would not take a charge. Since I had no options, I had the battery replaced for $352. The original battery was installed by Woodies Auto service,***************************************************, approximately 1.5 years ago for over $450.On 17 November, I stopped at Woodies to get a prorated refund on the faulty battery. I asked the counter clerk, *****, if I bought a battery, would they stand by it. He assured me that Woodies would do that. I then showed him the bad battery which he tested & confirmed to be bad. He then made a phone call to someone, after which he told us to leave the shop, go home and look up the phone number of the battery manufacturer. I reminded him that we had been dealing with Woodies, not some one else, so I asked him if he would look it up & call whoever it was needed to authorize the refund. He refused to call, but finally gave me this number: 800-452NAPA. I called & was told that they did not cover batteries, & that Woodies should have made good on their promise to take care of it.I then wrote the owner seeking some monetary relief. He did not even respond!

  Business response

  12/12/2023

  Good Afternoon ********************,

  
  Thank you very much for taking the time to bring this concern to **. First off, I would like to say if the other service center was an interstate dealer they should not have charged you in the first place. They should have been able to warranty your battery just as we would have done if you had come in for service with us.

  
  We would certainly stand behind our battery, but, as is the same with all warranty work, one must return to the original facility to obtain the warranty. However, this does not apply to someone 25 miles away from the initial repair in which case you would call the warranty number listed on your invoice,and they would ensure you were taken care of.

  
  While we are not typically allowed to do this,***** stated he would be willing, if you have the battery, to take the battery and speak to interstate to see if we can receive any credit that we could then refund to you. We cannot make any promises, but ***** stated he would be happy to try if you still have the old battery. Please do note that we cannot guarantee any refund until we speak with Interstate due to the circumstances.

  
  If you would like to proceed, please respond to this message and I will have ***** reach out to you.

  
  Have a great day,
  ****

  Customer response

  12/13/2023

   
  I am rejecting this response because:
  The response is totally unacceptable. I did return to Woodies as soon as immediately possible, directly after being able to operate the car. **** suggested that folks should walk home from a totally disabled car to find an invoice from over a year previous?? Really??***** FINALLY looked up the invoice & highlighted the warranty phone number, but would not call it when we were in the shop he sent us home to call. I did call the number ***** gave & they explained that they do not cover batteries & I would need to get satisfaction from Woodie.
  **** said ***** would be willing to speak to Interstate if I brought him the battery. ***** knows that he KEPT the old battery that day (perhaps he did not disclose that to ****). If Woodies indeed was willing to make good, why didnt he do so that day & not wait till the BBB investigation?
  This all begs the question of the Woodies questionable business ethics & practices. When we arrived & asked if they would stand behind a battery, ***** said of course. When I said we had bought one from him, he asked to test it. He verified it was dead. Then he called someone, & then afterwards told us Woodie would now not make good (contrary to what he had just said when we arrived). So sad! Let the buyer beware.
  
  

  Business response

  12/26/2023

  Good Afternoon ********************,

  
  I in no way suggested you would need walk home. If you did not remember where you had gotten the battery,  the service provider could have told you it was an interstate battery and that you could call the Interstate Battery help line to find a dealer. This warranty policy is stated on our invoice and this policy is actually a policy held by every service provider.

  
  As stated earlier ******************************** is more than happy to try to see what he can receive in terms of a credit, but he was correct at the outset because you asked for a full refund and that unfortunately is not how the warranty program works. He was simply offering that as a good faith gesture, but it is totally up to you whether you would like him to do that.

  
  As stated earlier, ***** would have stated, did state, and was correct in stating that he would stand behind the battery. The warranty program is in place to replace any parts and or labor required to repair your vehicle due to a part failure. However, the warranty program would not refund your money. They could have jumped your vehicle off and you could have driven it back to us, or you could have gone to any of the national Interstate Battery dealers and they could have assisted you with the warranty as well. Should you decide you would like to take ***** up on his offer, please let us know and we will certainly be in touch!

  
  Have a great holiday,
  ****

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/20/23, I took my truck to Woodie's Auto Service - ************ for a battery replacement. I had explained that the battery died and AAA jumped me off yesterday. Per AAA I only have 1% power on the battery. Without my knowledge nor consent, Woodies performed a "Complete 28 Point Vehicle Inspection" for $111.30 and an Alternator test for $49.00. The cost of these unnecessary, unwanted and unrequested services totaled $160.30. They ended up replacing the battery and a battery terminal for $197.99 for a total cost of $400.60. I would like the $160.30 refunded.

  Business response

  12/03/2023

  Good Evening Mr.  *******,

  
  I truly apologize for any confusion regarding the replacement of your battery. Thank you very much for reaching out to us with your questions and giving us an ability to explain the charges.

  
  The complimentary 28 point vehicle health inspection was not charged on your invoice. This inspection is done on every car that enters our building as a complementary service. We perform this complementary service to ensure you know everything that is currently going on with your vehicle both good and bad.
  The ****** was actually the charge for replacing your battery. We use an independent outside labor guide for all of our labor services.This independent labor guide dictates the amount of time needed to replace and or repair any part on the vehicle and gives the consumer peace of mind that we are charging the time it takes to complete the repair.

  
  The final item of question was the Battery and Alternator test. We do this to ensure the battery is actually defective. The last thing we want to happen is assume the issue is simply a bad battery, replace the battery and charge you for a new one only to end up with another dead battery due to the fact the alternator was bad not the battery.

  
  I did want to note we also replaced a battery cable as part of your service and did not charge you any labor to do so.

  
  I hope this answers any and all of your questions. Each of these charges were necessary to complete the job effectively. Please do not hesitate to reach out to us if you have any other questions.

  
  Have a great day,
  ****

  Customer response

  12/04/2023

   
  I am rejecting this response because:  This is a simple request for a battery change for which I was charged over $400. I was quoted a price for the battery as approximately $200 over the phone before I even came in.  I had to jump the vehicle off to get to you.  I was never informed that the labor to install a battery would be $111.30.  I even told ******* on the phone that Auto Zone would install the battery for free if I bought the battery from them.  That labor cost is excessive by anyone's standards and again was never communicated to me prior to performing the work. I never requested nor authorized an alternator test.  When you tested the battery and saw that it was at 1% (part of your multipoint inspection), you knew the battery was the issue, and therefore an additional test was not necessary.  This is blatant price gouging.  When I complained about these amounts at the shop, they said "don't blame the messenger".  Based on the previous BBB complaints and your response, a larger investigation of your practices should be warranted.  
  
  

  Business response

  12/20/2023

  Good Afternoon ******************,

  I hope this message finds you well!

  I am not sure where the discrepancy is but the 28 point vehicle inspection was not charged on your invoice. That was actually for the labor to replace the battery. The test was required to ensure we were replacing the right part and that, at the time, the battery was the issue not the alternator. I truly apologize for the misunderstanding but the charges were approved or the work would never have been done. We would never commence the work if we did not have approval.

  You do have a great warranty that accompanies that battery and we will be happy to help you in any way we can in the future. Again we sincerely apologize for any misunderstanding.

  have a great day,

  ****

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had the car towed to the by AAA on 10/19 for a large coolant leak. I was told the cost would be $2400 and after discussing he said he would get some off brand parts to the cost to me would be $1900. I agreed. After a week I was called and told there was now a problem with the oil filter housing and it needed to be replaced and would be $300. After another full week the car was done, I picked it up after paying $2,418.46 on 11/1/23. After only 12 hours there was a HUGE oil puddle on my driveway so I called and took the car back to them. They told me it would be $1500 and I was Furious. He said he would talk to the manager and call me back the next day, Friday 11/3. I did not hear from anyone and I called Monday 11/6 and they said they were working on a fix. They called me 11/7 and said it was done with no charge. When I picked it up he said that someone damaged the aluminum oil pan and it would need to be replaced. They only made a temporary fix to stop the leak and it would now cost $2,500 to fix. He said they would not replace even though they are the only servicer I have taken the car to since I bought it in 2022. They noted on the receipt that they did Oil Change and Filter service. They worked on it and now its damaged and they will not take care of it when it was NOT leaking oil prior to them working on it. 3 weeks they had the car and $2400 spent and it is NOT fixed.

  Business response

  11/17/2023

  The vehicle came in with an oil leak after repairs were made and an oil change was performed. After further inspection we found the oil pan had a heli-coil installed on a prior service from another repair facility prior to the customer purchasing the vehicle in February 2023. As a company we do not install or recommend installing heli-coil for oil pan repairs due to oil leak and fitment issues. We do have a *** certified repair kit for oil pan repairs at one of our facilities. We can take care of this issue at no cost to the customer, all we need is for the customer to call and make an appointment with ************** location and give us 1 day for the repair. This repair is certified and permanent and will be performed by a *** certified tech. 

  Customer response

  11/17/2023

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

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 15th, 2023, I had my 07 ***** Tahoe towed to woodies on mallard crossing. The original service writer named **** called me and I explained that my vehicle needed a simple crankshaft position sensor relearn procedure and he told me that he had never heard of it on my particular vehicle but to send the car over to be diagnosed. I did that and then **** called me with an estimate for **** dollars for spark plugs and new coils. I called back and told them I just wanted to pay for diagnostics and pick up my car. A manager then called me back and said that ***** pricing was way off and then quoted me a price of $1538. At the urging of my wife, I agreed and assumed that at the least I was getting a full tune upNope! What I got was 3 new coils and 8 spark plugs. All of which were grossly overpriced! I came to pick up my car on that Friday after work and waited 2 hours at the shop. When it was ready, the technician pulled the car out and brought the keys into the office without ever test driving the vehicle. I pay for the service and head home which is literally 5 miles away and the car stalls out again in my driveway! Now just a side note here, all of my symptoms that my car is having is due to the crankshaft sensor not being relearned so the computer doesnt know how to fire the ignition properly! But **** the service guy said theres no such thing. So I called back, obviously furious and **** again says something stupid.Can you drive the car to *********** location? It was like 13 miles away! My vehicle just shut down and you want me to drive it another 12 miles to another shop? Just dumb and inappropriate! The next day terron calls me and has the car towed back to the mallard crossing location. He had his technician thoroughly drive the vehicle after whatever repairs were made and the car repeats the same actions. So now theres nothing more they can do. Terron says its the ecu. The scanner says its the relearn still! $1538 bad tuneup?

  Business response

  06/29/2023

  Please see attached for detailed response.

  Customer response

  06/29/2023

   
  I am rejecting this response because:
  The response is all lies and theBBB does not give me enough room to give a full response or provide proper proof to the said response 

  Business response

  06/30/2023

  Today's automobiles are very complete and very difficult to explain in laymen terms especially when there are multiple issues with the vehicle. The vehicle did not have any codes concerning the crank sensor, it did have codes concerning random misfires which is what we addressed by replacing the coils and spark plugs (this is standard procedure address the primary code first). We addressed the only codes in his vehicle when it came to us on the first visit. He returned with different codes which we addressed and we did complete a relearn on the sensor as he requested at no charge to him. Doing it again will not solve his problem. He is having issues with an unrelated component on his vehicle. There are intermediate communication failures with the **** He left and  installed his own computer and it needs to be reprogrammed. We offered to do this for him at a discounted price since it is not related to the repairs we made and we did not install it. The procedure he is requesting has been done what he needs is a completely different procedure which requires more time. The work we completed solved part of his issues and there are no more random misfires and is cover by a 3 year / ****** mile National Warranty. The offer to do the relearn on his PCM at a discounted rate is available.

  Customer response

  07/04/2023

   
  I am rejecting this response because: although woodies has drafted yet another elegant response, all of the symptoms described are related with the crankshaft sensor, which was my original complaint!  PERIOD!  Im dont trust anyone at the Mallard Crossing facility because when I asked about the relearn after installing the new computer, they had to check to see if they could do it although they said it was done. All they have done is make excuses and quote their 36k warranty.. I drove the truck literally 20 miles since then and if they did the relearn free of charge, isnt that too under the quotes warranty?  So what if it has to be done again and if it doesnt work out then they have covered their warranty fulfillment.  But pay another dime to these crooks.. not happening 
  
  

  Business response

  07/05/2023

  Unfortunately the facts do not support the customer's theory, the vehicle came in with random misfires not a sensor issue which we addressed. He returned with a completely different problem unrelated to his random misfire issue. We advised him of the issue with the *** on his vehicle and he took it upon himself to replace it rather than pay us to do it and now he wants us to reprogram it at no charge for something we did not install. We offered to reprogram it at a discounted rate to help him and he refuses. We are happy to honor the previous offer at this location or at one of our other locations.  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/20/2023 - Dropped the car off for an oil change. Sales rep called me and recommended air filter to be replaced and said that labor would be $10. When I went and paid for it it was closer to $100 for 10mins worth of work. Went back on 6/21 to ask about the drastic difference in price and was basically told off. Very disappointed in the lying and deceptive business practices.

  Business response

  06/23/2023

  I reviewed the customer's account, he had been in for one visit. He had an oil change done, we recommended a CV Axle replacement and several fluid flushes based on the mileage of the vehicle which he declined. We did not recommend or sell him an air filter on his vehicle. ll us why here...

  Customer response

  06/23/2023

   
  I am rejecting this response because:
  The charges were on my wifes account - *******************************.

  Business response

  06/29/2023

  The vehicle was brought in under the complainant's wife's name we called her for authorization for the brake service and filter replacement. We didn't speak to the complainant until after the repairs were made,there was an exact price quoted which she authorized. If she is dissatisfied we will be happy to give her a oil change and tire rotation at no charge the next time her vehicle needs it in the spirit of customer satisfaction. 

  Customer response

  06/29/2023

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