Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to get spark plugs and ignition coil replaced. When tech was done he asked has there always been a vibration and engine light flashing I said yes that's why it is here. Had 3 prior diagnostics done. We went for a ride and it was driving the exact same. He said it only had 3 cylinders and that he would get rid of car. ****** told me to come back on Monday because the other scanner is locked up to see what is going on. I then took to the dealership who told me the parts they put on weren't working at all. I asked ****** about the warranty first and was told will have to ask the owner. After I confirmed that there was no change in vehicle I requested a refund for at least the labor and cylinder. ***** called me back saying they wouldn't do anything because I refused diagnostic which wasn't true. Wasn't offered and was told the tool was locked up and not available. Terrible customer service

  Business response

  12/26/2024

  Good afternoon, 

  We need to know the location of the shop that the customer took vehicle to have serviced, to determine if it is a franchise shop or a company store shop. 

  Thank you, 

  ***** ******

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

• Initial Complaint

  11/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  the date I had service for air conditioning in my car was on 08/05/2024. the air conditioner worked intermittent. I was told that the service was guaranteed . I was charged $440.83 for this service, however they could not repair it and was told to take it to the dealership. my vehicle would not start so they jumped it and told me I needed a new battery. So I tool it to the dealership and I replaced the battery. turnes out that the battery was the problem all along. I asked for a refund and was denied. I feel this was a scam from the start to charge me a large sum for repairs that I did not need.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had the engine in my vehicle replaced at Tuffy in ******, ****, on Airport Highway at a cost of $7,975.09. This year, I returned to the shop due to continued issues with the vehicle. They kept my car for approximately six weeks, during which I incurred $1,200 in rental vehicle expenses.Throughout this time, communication from Tuffy was inconsistent; I had to reach out for updates each time. I later learned, through a recorded call, that my car was being worked on alongside several other vehicles of the same model, leading to a mix-up with the engine I received. This error not only resulted in my vehicle not receiving the proper repair but also voided any warranty associated with the engine replacement.Despite my efforts to resolve this, I have received no satisfactory solution. I am now left with a vehicle for which I paid nearly $8,000 for an engine replacement that was never correctly completed or warranted as promised. I am requesting a full investigation into this matter and a resolution that reflects the value of the services I paid for.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Went after work Saturday 10/26/24 To get an alignment done on my jeep took them about 35 to ******************************************************************************* so I tried taking it home got right on the interstate It instantly had a death wobble. My whole front end was wobbling like crazy. I called them up instantly. They told me to bring it back so I went home after stopping three or four times because of the shaking grabbed gas grabbed my woman took it back. They said they would fix the problem. They redid it test drove it again. The *** said he had it 80 mph and there was no wobble. He lied to my face not sure what they did to my vehicle but its up to me to fix it, they had a very bad attitude (manager) in his worker lied straight to my face also drove my car like it was a race car when they test drove it. My car is pretty loud so you can hear it. I dont know if it was because it was a pretty nice car. They thought they could damage something and need to come back. I dont shop in the first place. I just needed a wheel alignment and now Im $400 deep into buying parts of this place. I am very frustrated. Use my car just to go to work and I cant even use the highway no more. I have to use side roads to get to work until my car is fixed. Thanks to the shop. You need to put these people out of business asap No telling who else they lied to and ****** up their s***

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the service I received regarding a tire I purchased. I am also addressing the verbally abusive behavior of your employee, ******. On June 25, 2024, I purchased a tire from Tuffy. Within two weeks, I began experiencing problems with the tire. It would not hold air and made unusual noises while driving. I notified Tuffy of these problems on July 9, 2024. Upon inspection, Tuffy claimed there was no noticeable issue but instructed me to maintain the air in the tire before sending me on my way. Despite following this advice, the same issues persisted. I decided to seek a refund under the 12-month warranty provided at the time of purchase. Meanwhile, I purchased a replacement tire elsewhere. This process took approximately two months due to research and shipping times. On August 28, 2024, I had the new tire installed and returned the defective tire to Tuffy on August 29, 2024, to request a refund. I was met with rude, disrespectful, and aggressive behavior from ******. ****** stated that I could not get a refund because the tire was not on the car or a rim. I asked how I could return the tire if it were on the car or rim, but he aggressively reiterated that I would not receive a refund. When I inquired about the 12-month warranty and mentioned seeking legal advice, he became even more hostile. ****** became enraged, raising his voice and instructing us to leave the premises immediately and never come back, also threatening to have us escorted off the property. His behavior was completely unprofessional, verbally abusive, and intimidating. Both my mother and I were left feeling distressed, and shaken. For over five years, we have been loyal customers of Tuffy, always paying promptly and in full. To be treated in this manner is deeply disappointing and unacceptable. I’m requesting a full refund for the defective tire, as well as appropriate action to be taken regarding ******’s appalling behavior. ***** & ****** *******

  Business response

  09/24/2024

  Ms. ******* came in with a bad tire, which had blown out.  We advised Ms ******* that she needed 4 tires due to the age, wear, and condition of her tires. She opted to only buy 1. The tire was installed and the DOT number registered with the government. 
  
  
  Several weeks later she came in complaining that we had sold her a used tire. She claimed that the tire had failed.  We told her that she has warranty on the tire and assured her it was a brand new tire. We showed her the DOT registration indicating it was new at the time of installation.  We asked her to let us see the tire she claimed had failed, and she responded "I don't have to show you that!", and then she demanded her money back.  We explained that we have to see the tire and send it to the manufacturer to determine why it failed.  She again said she did not have to do that.  She said she already had the tire replaced somewhere else.  We asked her why she did that when she had warranty through us, and it's even a Nationwide warranty if she happened to not be in town.  All she had to do was call the 1-800 number or bring the tire to us. She continued to claim that the tire was used, the tire was bad, and she wanted her money back.  We told her that without having the tire back we could do nothing for her. We explained that if she bought a toaster at Target and it was defective they would require her to bring the toaster back to get her money back. We have the same requirement: we need the tire back in order to issue a refund or warranty. If Ms. ******* would like to stop by with the failed tire, we will be happy to work with her. Also, I can not comment regarding her assessment of ******'s attitude. I was not there and that is a subjective matter. 
  
  

  Customer response

  10/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Tuffy Tire & Auto Service
  6574 E Riverside Blvd
  Loves Park, IL 61111
  Dear Tuffy Management,

  
  Thank you for your response. However, I am deeply disappointed by the misrepresentation of the situation in your letter, especially coming from someone who acknowledges that they “were not there” I feel compelled to clarify the events to ensure transparency in our communication.

  
  First and foremost, I never claimed that the tire sold to me was used. My complaint was that the tire was defective, not holding air, and causing unusual noises while driving shortly after installation. I promptly returned to your location on July 9, 2024, to report these issues. Your team inspected the tire and found "no noticeable issue" but advised me to maintain air pressure, despite the tire continuing to malfunction.

  
  Regarding your claim that I refused to return the tire, this is entirely untrue. On August 29, 2024, I brought the defective tire to your location and requested a refund under the 12-month warranty. It was at this point that ****** refused to process my refund request, claiming that the tire was not eligible because it wasn’t mounted on the vehicle or rim. This was contradictory and confusing, especially since the tire was defective, and I had already purchased a replacement tire elsewhere after the prolonged difficulties.

  
  Furthermore, ******’s conduct was not just unhelpful but verbally abusive and intimidating. The issue at hand goes beyond a simple product return; it extends to the appalling treatment I received from your employee, which you failed to acknowledge appropriately in your response.

  
  As a loyal customer of Tuffy for over five years, I am appalled by the disrespectful, aggressive behavior I encountered and the subsequent dismissal of my concerns. I expect that your company, which has built its reputation on customer service, will take these matters seriously and address both the refund for the defective tire and the employee's unacceptable conduct.

  
  I would appreciate it if we could resolve this matter promptly. I am once again requesting a refund for the defective tire, which is still under warranty, as well as a formal acknowledgment of the poor treatment I received from ****** during my visit.
  
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Needed an engine replacement in my 2009 Lexus. Tuffy Tire & Auto located at ***** ** **** **. **********, ** *****. **** quoted $6500. Almost $9000 later I get my car back and they put dog excrement (not solid) on the side and under my drivers seat. I have proof (as it is still there) and can take pictures also. I am contacting the police tomorrow.

  Business response

  08/12/2024

  Good afternoon,

  The complaint has been sent to the franchise owner and district manager for review. Typically, it takes 1-2 business days for management to respond to inquiries.

  With true appreciation,
  ***** ******
  Office Administrator
  ***************
  Tuffy Corporate
  7071 W. Central Avenue, Suite C
  Toledo, OH 43617
  Office: ************

   

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to Tuffy's in Oswego IL to have various maintenance done to my car including replacing the fuel sensors on May 3, 2023. For a couple of months I notice that the check engine light appears until my gas is low. I took it to Infiniti who mentioned that there could be probably with the fuel sensors. I went up to the shop to speak with Stacey, the Manager, who stated that they would replace the sensors but the items are on back order. I reached out to her several weeks later and Stacey mentioned that she did not know when the items would be in but she would contact me once the items are in. Several months later, I had another diagnostic done at Infiniti which indicated that something is wrong with the fuel sensor. I reached out via email and was told that Stacey was no longer with the company and the new manager did not have a record of this issue. I was contacted in January and was told that someone would contact corporate about this matter. Unfortunately I'm still waiting on feedback. This matter needs to be resolved asap.

  Business response

  04/17/2024

  I can tell you that I spoke to **************** on 4/10/2024.
  
  I apologized for this experience and let her know that there were some management changes. I advised her that we would source the part,
  
  and I would follow up with her on 4/11/2024 once I have more information about the part needed and up to set her appointment to have the part replaced. 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a disabled elderly woman. I brought my car into Tuffy and told them specifically that the reason I was bringing my car is because it is shaking and hesitating when stopping. They looked at it and told me decisively that it was the motor mounts. I reiterated that it is the motor mounts? He confirmed with certainty that that was the problem and once replaced the issue would be fixed. I agreed to the repair. They called once finished, I went to pick up my car and as soon as I started and back up to drive away the same issue in which I brought the car in for was still present and car sounded very loud, never did before. I went back into establishment and informed them problem isn’t fixed and did they not test?? They had a mechanic ride with me who observed same issue and they requested car be left again to be fixed. Car was never fixed. Manager, **** said he would specifically be the person to look and car and have the issue fixed. Later once I finally reached him he said he looked at it and doesn’t know the issue. He stated it might be coil but I will need to keep driving the car “until it gets really bad” before he will be able to tell. I have drove hours between going back and forth, been given the run around, treated with no courtesy nor are they taking responsibility for fixing something that did not resolve the issue for which I brought the car in for. I brought my car in for a specific reason and requested that issue be fixed, nothing else. They clearly misdiagnosed the problem and now I have to take my car somewhere else to actually be fixed and have no money for it because they have robbed me and basically said oh well, your problem. I have called several other establishments who have said they will be able to diagnose and fix for sure. My car may have many things wrong with it or not but I brought it in to Tuffy to have a specific issue fixed and nothing else. They did not fix what I brought the car in for but took 1537.00 from me.

  Business response

  03/05/2024

  Hi ****,  Here is the response. You may need to correct the value of the spark plugs and any facts I missed.  Then copy and paste it into the BBB site.  Let me know if you want me to proofread it before you send it.
  
  
  Tallahassee Tuffy Response:
  
  ***** ****** is the customer who brought the vehicle in. ******* ********* we believe is the daughter.  The vehicle is a 21-year-old car with 122,000 miles with multiple service issues. When we diagnosed the vehicle, the motor mounts were diagnosed as not operating as intended, causing a bad vibration. The rubber in the mounts deteriorated from age and oil saturation. When the motor mounts stop functioning as intended, this allows the engine to have excessive movement within the engine compartment and causes drive line vibrations and wear on other driveline components. According to the Motorist Assurance Program, this is a required repair to restore the motor mounts to their original operating conditions.
  
  After the repair, ***** returned and stated that she still is experiencing a vibration. This was a misfire in the ignition system of the engine. This was not pronounced enough to cause a Check Engine light condition. As a courtesy to her, we installed new spark plugs free of charge, a $389.99 value. There could be additional items that still need to be addressed, however, this is not a case of misdiagnosis. We simply report the worst conditions first and as you resolve the major issues, the smaller issues surface.
  
  We are willing to work with ***** on a resolution, but a refund is not warranted. The vehicle has multiple issues.
  
  Sincerely,
  
  Tuffy Tallahassee

  Customer response

  03/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  This company is a rip off and takes advantage of women and elderly. It does not matter what other issues the car has, I brought car in for one particular issue and THAT issue was NOT fixed! I have since taken my car to two other places who immediately confirmed what I already suggested was the initial problem and they will be providing a diagnostic write up of the problem. Tuffy simply made a “guess” at what was wrong that did not fix the issue then proceeded to call me and tell me car was ready and fixed without even test driving to ensure issue was resolved. I was then told by **** that since they don’t know what is wrong with car I should just “drive it until it’s almost not driving then bring it back.” Two other places have ran appropriate tests and determined EXACTLY what the problem is and didn’t guess costing me unnecessary money! If Tuffy did not have the appropriate testing equipment to make an accurate diagnosis they should have stated that BEFORE MAKING A GUESS and I would have taken it elsewhere as I I should have! Tuffy DID NOT FIX THE ISSUE IN WHICH THE CAR WAS BROUGHT IN FOR and caused much inconvenience and costs that could have been taken care of later at my discretion. Car repair isn’t a guessing game. It your staff aren’t skilled enough to diagnose correctly say that don’t fix whatever you chose too!! The moral of this company is despicable and unprofessional! 

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

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The last 3 times we have taken our cars in for an oil change, we get a call saying our vehicles are unsafe to drive. They tell me every time someone got in an accident a week before with the same thing that is wrong with what they say is wrong with my car. Last time I was there they mechanic was giving the same spiel to a young girl giving her an estimate for $2800. Lucky the girl called her dad and he told her to leave. Today we go in for a conventional oil change, of course my daughters car is unsafe to drive and needs about $2000 of work. We said no, and he was very pushy. Oil change came to $80 we asked why is was more than the $44, he told us that it was because they used full synthetic. We told him we specifically that we asked not to use synthetic. He said oh ya I wrote that down but they used full synthetic anyway so you can have 50% off next time :/. I would like my money back for the service I did not request. This was an error on their end and they have done the same thing to other customers.

  Business response

  11/14/2022

  ****** is no longer with Tuffy Corporate office. You can respond to my email ***************

  To proceed on our side, we would need to know the location where the customer took their vehicle and a copy of the invoice for the oil change. 

  Here is my contact information - 

  ***** ****** - Customer Service Representative / Operations & Training Administrative Assistant

  Email: ***************

  Phone: ************, ext. ****

   

  Customer response

  11/14/2022

  
  Complaint: ********
  
  I am rejecting this response because: She asked for a location, **** ***** *****, *****, ** ***** so this is in response to her message
  
  Sincerely,
  
  *** *****

  Business response

  11/14/2022

  Good afternoon, 

  The customer has reached out to us via email., and we referred her to ****** ****, as Tuffy Corporate no longer operates the location at ***** ***** ******, *****, **. 

  Thank you, 

  ***** ******

  Customer Service Representative / Operations & Training Administrative Assistant

  Office: ************

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Sept. of this year, I took my truck to Tuffy Tire and Auto to be checked because it kept wouldn't start. I left my truck because the owner stated that he was going to check it. I went back the following morning and he told me that the truck was ready and aske me how much money I had on me and I told him that i left my card at home. He then told me that The repairs were $300.00. I went home went to the ATM got the $300, came back into the shop and gave him the money. He didn't put the money in the cash register like he normally does, He out it in his pocket. I asked him what did he do and he said something simple. I also asked for a receipt, and he told me he will have it for me later. I have yet to receive that invoice. However, I later found out from several people who hang in that area that my car never moved from the spot it was parked in and one of the mechanics stated that no one ever got around to my truck. So the following two weeks my truck acted up again and I had it towed back to this same shop for the same reason once again. This time he stated it was something else and ended up going into debt with a finance company to get my truck fixed. Now once again my truck is back to not starting again and I called them again and the owner told me to bring it this morning and he will take care of it. However after calling him, he stated yeah I am looking at your truck right now (not knowing that my husband was sitting outside his shop at that time) so I asked him why didn't he look at my truck like he said he would since I was the 2nd person there this morning. I was there before any of his employees arrived. He started getting smart, loud and nasty telling me that if I can't wait, then I need to come and get my truck! I am tired of being nice! That is our only transportation for work and he knows this. And there is a warranty on the parts and service. I am not the only person this guy has s****ed over. Fix my truck or pay off the finance company

  Business response

  10/27/2022

  Please confirm what Tuffy store the customer took the vehicle to, type of vehicle, dates the vehicle was serviced, and copies of invoices for the repairs that were made to the vehicle. The Tuffy stores are independently owned and operated; we would take the information provided by the customer and forward to the owner of the shop and the district manager. Please advise. 

*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. ↩