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Complaint Details
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Initial Complaint
05/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have been loyal customers with oil changes at **** Smith for years. I took my Grand Cherokee in a few months ago for a regular oil change. After waiting 4 hours they realized they had overlooked me right before they closed. They rushed my vehicle back and did a very quick oil change. About a month later we started having trouble with it running good and parked it. We had other vehicles to drive. Finally got it to the shop and our trusted mechanic said the engine code it was throwing stated incorrect oil detected. He quoted a $210 fix for this. I called ***** the manager and explained to him. He spoke with the owner and informed me that they would not pay to correct this nor would they correct it. Trying to discuss options with him he simply stated " we are just exchanging words now" and hung up. Poor customer **********************. They should fix the problem they created.
Business response
05/15/2023
There are several discrepancies to ********************** story. We only have record of two oil changes and two tire repairs to her vehicle. In both cases the invoice clearly shows the correct oil was installed into the vehicle. The code she is referencing that refers to the incorrect oil installed has several things that would cause it, mainly contamination. If the wrong oil had been installed the code should have set within a few days. She indicated to *****,my store manager, the vehicle currently has ****** miles on it. Our invoice clearly shows the vehicle had ****** miles on it when we last changed oil and four months had passed. The vehicle had been driven *************************************** it. *****, told her it was time to change the oil anyway, but she indicated to him she only changes her oil every ***** miles, which is well past the manufacturer's recommendation. She also let him know she had already had the engine replaced once before. The engine in her vehicle is known for having a lot of troubles and doesn't tolerate extended oil change intervals well.
It is important to note that she returned after the *********** change to have a tire repaired in March, but didn't mention anything about any problems. Clearly the vehicle wasn't parked as she has tried to show and she wasn't having any problems with her engine then. It is also important to note the invoice shows how we documented the "check engine" light was already on before we changed the oil in January. These are part of the discrepancies I referenced earlier.
In response to her "poor customer **********************" comment, I know this to be untrue. ***** has been with me for several years and is known for his customer ********************** skills. After the initial call from ******************, he called to inform me of her actions over the phone. Her tone and accustory nature from the start is why he let me know early on. It was she that hung up on him once she realized he had the accurate records recorded in her vehicle file. The invoices for her vehicle are attached.
My company prides itself in having the best customer **********************. It's what we're known for. With that being said, my people did nothing wrong. The correct oil was documented on the invoice and my manager made his best attempt to explain to ****************** she just needed to change her oil. Given her history of not changing the oil enough and the fact that this engine has known issues, I am reluctant to have any ownership of her issues. While I can't predict the future, I know there is a good chance she will have issues with her vehicle in the future. I don't want to be "looped" into her coming problems.
In an attempt to rectify this situation, I am willing to pay ******************** the $210 if she removes all social media she has posted and promises not to post again. Her posts are inaccurate and there are people tagging on pretending to have been former customers we have wronged. We keep very precise records and most of the people have never been customers of ours.
It is crucial to note we are not taking responsibility for her issues. We did nothing wrong.
Sincerely,
*********************************
President, Pete Smith Automotive Group
Customer response
05/16/2023
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.
Sincerely,
*******************************Initial Complaint
06/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I brought my car in to this shop located at *** ***** **** ******* *********** ** ***** on May 3, 2022. The car was held in the shop until May 19 when he called me to pick up the car. Mechanic said he replaced spark plugs, intake manifold and EGR valve gasket with a cost of $854.87 - which I paid. I am not sure if this work was done because there was no change in the car from how I brought it in. The car continued to have the same problems. I returned the car the next day (May 20) and informed him that the problems persisted. He performed more diagnostics and then made another recommendation for more repairs - with no reference to the repairs he had allegedly already made.Business response
06/08/2022
Customer has been contacted and agrees there was a miscommunication. We have settled the matter and she has agreed to remove the complaint. Thank you.
***** *****
Customer response
06/11/2022
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.
There was never a miscommunication on my part. I am happy Smith Repairs reached out to me because of the Better Business Bureau. I am satisfied with the resolution reached. The complaint can be remove. Thank you!
Sincerely,
******** *****
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3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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