Complaints

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Car was brought in for service 8/28 for a starting issue. Shop had the vehicle for over one week, during which time we were told it was possibly an alternator issue, then the catalytic converter, then an internal motor issue, and finally back to the catalytic converter. The part was ordered and replaced all with the O2 sensor, and we were told the vehicle drives real good now. We paid ******** for repair (parts + labor), & drove 15 minutes home at which point there was smoking coming out from under the hood, the engine was sputtering, and the vehicle did not start again in the driveway. We called the merchant and they refused to help resolve the issue.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I dropped my 2015 **** Escape off on Friday 8/2 with a pickup for Monday 8/5. I requested transmission fluid change, transmission filter changed, and rear differential fluid changed. I also asked them to drive my car because it is making a loud noise with movement. When picking up on Monday morning staff said they did not change either fluid or filter. They stated they needed to check on the car's wheel bearings to see if that is where the sound is coming from. Around 12:30 pm they called my significant other and quoted $1,700 for new rear brakes, and two new rear wheel bearings. My significant other asked them to not do any work on the vehicle until he consulted with me about the price. Between 1:00pm and 1:30pm we called the shop back and stated again that we would not like any work done to the vehicle and asked when we could pick it up. The mechanic stated they had already started/almost completed one of my wheel bearings. When confronted about why they proceeded without our consent, they stated they "forgot to call us". At pick up I was charged $342.50 for parts (BR ******) and $300 for labor. They did not offer to refund or take fault for working on the vehicle without my consent. My significant other returned the next day to discuss full/partial refund, the mechanic said he "could have charged us more" and that he "did not search for cheaper parts". Note the consent box in the invoice is not signed in the attached form. The work I originally asked them to do was NOT completed and they replaced a wheel bearing after I asked them not to.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My girlfriend dropped off her 1994 Chevrolet Cavalier due to an overheating issue, after a week of no communication, we reached out to the business, was told there was management issues and they needed our contact information again & the car hasn’t moved. Another few days pass before we receive a call, the water pump needs to be replaced, my girlfriend was quoted $670 over the phone. When the car was finally “fixed”, the total came out to almost $1,000. We were not notified of this price/estimate change until the work was completed and we were there to pick up the car. We paid the 900 and change, picked up the car. Within 1 week of picking up the car, the coolant light was on again and after inspecting it the coolant in the tank was low again. Called the shop, and brought the car back. After another few days we reached back out to the shop again, they said the thermostat may need to be replaced as well as two coolant hoses, we denied the work on the two hoses (quoted too high, $600) Instead we get quoted $125 over the phone for replacement of the thermostat. When I went to pick up the car today, I was told that the total was $495. I was told we approved the work and as proof “the box is checked in our system”. They charged $250 for thermostat replacement and part, $125 over the original estimate, and also added a coolant flush which we did not approve of for $250. One of the employees told me that minutes before I came in, they were discussing how I would react to the sudden unexpected price increase, and that there were a lot of “management” issues that caused this problem. They would not return the car until I paid the $500 they said we owed. I did so just to get the car back as we need it for transportation.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  7/3/23 Drove to Strafford Tire 1630. Shut car off & went inside. I had noticed a rattle sound going over bumps. Walked in. Expressed need to be looked at. Driving beautifully, except the rattle sound hitting bumps. While speaking with#1 tech, #2 tech long haired older man says "I'm taking it for a test drive". He DID NOT return to shop. 20mins later the #1 tech comes & tells me #2 broke down. He asked if I wanted to go with and said yes. We drive & see him on side of rd in drivers seat. Hood of car is up. #2 tech is repeatedly trying to start the car which is screeching an awful sound! #1 tech tells #2 to stop & get out! We all look at car & it appears the Timing belt they say has gone. They offer a tow back to the garage for fee. I use my own Geico, which covers tow. Wed 7/5 stop in after work and am told it could take several days now, maybe next week until he gets to it. 7/6 I'm told he hopes to get to it Friday 7/7. I ask him to call me Friday afternoon. I am a travel hospice nurse I explain & need my car. No return call 7/7. Mon 7/10 I call. #1 Tech is rude & wants to argue. I quickly end that. Thurs 7/13 I receive a call from Strafford Tire 1030AM #1 Tech stating not only timing belt is shot but, looks like head gasket, piston etc. I'm in shock & tell him I will call Geico & get back to him today. I drive over 1700, car is not parked where it has been 10days! I drive around & see it on Pearl Street snuggled aside a bldg. surrounded by 28ft camper, van & pickup. My day off 7/14/23. I arrive at shop 0915. I ask for my car keys which he WOULDNT give me until I paid $125 for diagnostic test! They pulled all the cylinder wires off engine & left it. Walked/waited for tow on Pearl St. #2 long haired tech walks over. I ask him to please leave 3 times. He says, "You don't think I broke your car do you?". He had no business walking over to Pearl St. I had not seen the whites of his eyes since he drove off in my VW Jetta 7/3/21. Car towed to *******, Rochester.

*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. ↩