Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September ******* I brought my 2010 Camry into the ****** DRIVERS EDGE #**** located at *********************************************************************. Phone Number ************ as I have done for many years. I asked for two things- one was an oil change and the other was to just check out the A/C and let me know if it needs freon. The lady who is the manager called my wife and said that we needed $2,000 worth of evaporator work done. She said NO and that we only wanted to see if there is FREON or anything easy. I NEVER authorized AC work or a full-blown diagnostic.When I went to pick up my car I was told I had a charge of $250 because they had to run an A/C diagnostic. I was NEVER told about the price or didn't see anything published in the showroom and would NEVER have said go ahead if they told me upfront what it would cost. At the end of the day when I picked up by truck they charged me $177.97 I am asking that the company repay the $177.97 diagnostic because it was NEVER communicated and agreed to that the cost was necessary for what I was asking. INVOICE ATTACHED Thank You ****

  Business response

  01/08/2025

  Concerns:
  "On September ******* I brought my 2010 Camry into the ****** DRIVERS EDGE #**** located at **************************************. Phone Number ************ as I have done for many years. I asked for two things- one was an oil change and the other was to just check out the A/C and let me know if it needs freon. The lady who is the manager called my wife and said that we needed $2,000 worth of evaporator work done. She said NO and that we only wanted to see if there is FREON or anything easy. I NEVER authorized AC work or a full-blown diagnostic.When I went to pick up my car I was told I had a charge of $250 because they had to run an A/C diagnostic. I was NEVER told about the price or didn't see anything published in the showroom and would NEVER have said go ahead if they told me upfront what it would cost. At the end of the day when I picked up by truck they charged me $177.97 I am asking that the company repay the $177.97 diagnostic because it was NEVER communicated and agreed to that the cost was necessary for what I was asking. INVOICE ATTACHED Thank You ****
  
  Desired Resolution by **** ******: Refund in the amount of $177.97
  
  Response:
  On 01/03/25, a refund check in the amount of $177.97 was processed to be mailed to address:******************************************. The refund check was mailed on 01/05/25, the customer should expect to receive the refund check in 7-10 business days.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We brought in our F150 on June 14th for engine work [vehicle had a rattle at startup and a check engine light on]. Driver's Edge quoted a price of $4500 to fix the items and work began on/around 6/14. The vehicle was not returned until 6/25 and immediately had issues with driving such that we had to bring it back to DE, where they had it until 7/11 with no resolve. We had to have the vehicle towed to a **** dealer to review and brought it back to DE a few days later to allow them to attempt to resolve the issues identified. The vehicle was with DE until 7/31 when they finally told us they could not figure out how to fix it. At this point they had charged us an additional $2200 for them to try and fix the original work they were hired to do. On 7/31 we have the truck towed to another shop that is able to address/resolve all issues within 3 days at a cost of approximately $3150. 4 days later the truck is leaking oil in 4 places where work was performed by DE mechanics. Due to the negligence of Drivers Edge mechanics, we were charged over $10.4K to try to fix a $4500 job and lost use of our vehicle for almost 2 months. We are demanding a full refund of all money incurred by Driver's Edge, additional shops to fix the DE caused issues and ancillary costs incurred during this time period from loss of use.

  Business response

  10/16/2024

  To Whom It May Concern,

  When the customer originally started this process with us, they did not want us to diagnose the original problem because they paid for a diagnostic with the **** dealership, but felt that they were too expensive, so they wanted us to install the recommended parts to fix their high mileage 2015 **** F150. Upon completion of the list, the truck was still running poorly, and we spent time to make sure that the parts we had installed were correct, which required re performing the job. At the end of this check, the vehicle was still performing poorly, so we recommended some parts based off of the codes that it ran. Trying to troubleshoot the issue, we replaced a fuel pump and a couple sensors at no cost to the customers. Upon completion, we recommended some parts that the ******* ended up declining, mainly suggesting that the turbo chargers may be faulty based on the codes the vehicle was displaying at the time. At this point, they decided to have **** diagnose the problem, **** recommended parts that we had just replaced and told the customers that we must have installed something backwards, which we provided proof that we had not. Ultimately our only fault, was an error based of the description of the parts that we were initially furnished with, cam phasers (referring to VVT solenoids and not just the gears as we had originally installed). Upon follow-up with the dealership, we got a recording from the service advisor and or mechanic that inspected the truck, that we hadn't installed anything incorrectly. The original ask was for us to pay the dealership to fix the issues that were present. At that time, I declined that option, as we only ever installed parts that we were asked to install, not diagnose the problem in its original failure state. I told ******* that if we had done something wrong, I would be willing to refund that part of the job, but the difference in price between us and the dealership was substantial. He explained that he didn't have the money to spend with **** and asked for me to cut him a deal on fixing these issues that were still there, which would also give us an opportunity to redeem ourselves and avoid any escalation.  I agreed that we could do that, especially since if we found any of the parts that we had installed were faulty that we would be able to replace them under warranty.  I explained that if he wanted me to fix these issues that **** was outlining at a heavily discounted rate, that if we did this and it was still not running properly, that it wouldn't be our fault (providing the installation was correct) and that they would be satisfied with that as we would not be continuing to work on the vehicle. During this process we independently tested every component we installed, and photo documented the entire installation process to be able to defend our work.
  
   In summary, we were never commissioned to diagnose any particular issue with the vehicle, only install parts based on dealership diagnostics. We performed that service and then went the extra mile multiple times via parts & installs at no cost and heavily discounted rates to help this long-term customer with their vehicle repair. We were validated by that dealership on the work that we had performed. The last conversation that I had with them I was told that the only thing that they would accept would be a complete reimbursement of all funds they had spent, which I believe is unfair considering the vehicle had arrived to us on a tow truck due to the condition it was in and we performed necessary repairs, despite it not completely addressing their problems.

  Sincerely,

  Sun Auto Customer Care
  
  

  Customer response

  10/16/2024

  I am rejecting this response because:   When the vehicle was originally brought into Driver's Edge it was in working/running condition.  Driver's Edge negligently performed the original agreed to repairs and was provided numerous opportunities to diagnose and review the status of the vehicle.  They chose to keep the vehicle in their possession for weeks at a time but still failed to sufficiently resolve any of the issues.  During their time working on the vehicle they created numerous additional issues such that the vehicle was no longer driveable.  This is a very clear situation of a shop agreeing to perform work outside their scope of knowledge/expertise and rather than stop work, they continued negligently, causing significant additional damage to the vehicle and to their customers.

  Business response

  11/14/2024

  To Whom It May Concern

  We have received documentation that the customer is wanting to go through a legal route process. We are currently working with the customer to resolve this issue.

  Sincerely,

  Sun Auto Customer Care

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I came in to Drivers Edge to get a diagnostic on my car for that they charged me $108 for a picture of my fuel tank leaking when I left I had no diagnosis and instead they quoted me $670 to actually get a diagnosis for a fuel leak and said it would take 3 hours to diagnose it because thats how long it would take to take the fuel tank down and check to see the problem. I had called around to surrounding auto shops and all of them asked what did I pay for? All of them said I would have to pay for a diagnostic again and then it would go towards them fixing it. The next auto shop took 25 minutes to diagnose and only charged me $220 for the labor to diagnose and replace a fuel pump not $670. This company is taking advantage of women and charging them money for services not completed. I have written a review about my experience and only got the same man ***** to call back and tell me the same thing and offered no solution and then wouldnt let me talk to a manager and said they would call me back and hung up. I am out an extra $108 for a diagnosis I never got just a picture telling me my fuel was leaking which I already knew I came there wanting to know why it was leaking and instead just left with a bill of $108 and a quote for another $670 to actually find out why it was leaking. They are not rendering services that are being paid for and not issuing a refund back to me.

  Customer response

  09/03/2024

  The ** reached out to me and decided to refund me. They said it will take a couple of days for corporate to refund me thank you for your help. 

  Business response

  09/03/2024

  To whom it may concern,  
  
  Please see attached letter. 
  
  Thank you, 
  Sun auto customer care   

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/30/23 took my wife small SUV to service. The complaint was an Oil Leak. I was told it needed an Engine Mount total was *******. On 6/1/24 took it back due to error message "check oil level" ask the shop to check to see if it was related to their previous work, I was told it was coming from the drain plug from an oil change from another business. Had Driver's edge repair it which cost ******. On 7/3/24 got the same message "check oil level" Driver's edge told me it was the crankcase vent valve breather hose, cost *******. Picked it up on 7/12/24 drove off the parking lot to the gas station fill the car up and the engine light came on. Took it right back and was told it needed a high-pressure fuel pump and bolts after engine light code was cylinder is too rich. They installed a direct injection high pressure which they did not charge me for due to at this time they did not really know what my wife truck needed. Took the truck back as the engine light was still on. Now Drivers edge stated they had to do a throttle body relearn which they did not charge me as it was stated that was the original issue due to now the same message came across to "check oil level. So now they added oil to the truck and told me now a new engine was needed that will cost *******. The end issue was Driver's edge never put the oil needed into the truck which has affected my engine and fuel pump they installed in my truck now as fuel fume. and gas leaking. My wife SUV has high mileage although has never had any major issues on this Mrecedes-Benz GLK 350 until Driver's edge started this entire ordeal. They need to refund all the money I have paid and replace my engine that they messed up by not placing the needed amount of oil that they also charged for. As well as experimenting since they had no clue of what was needed.

  Business response

  09/10/2024

  To whom it may concern, 

  We've been in touch with the customer and have arranged a visit to our store to diagnose the issue.

  Thank you, 

  Sun Auto Customer Care

  Customer response

  09/13/2024

  I have reviewed the business response and accept this resolution. I will allow the business to pick up my car as stated and take in for an inspection.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday, May 5th, the clutch to my car, a 2014 ************, died. I had the vehicle towed to a ********* in the area.When I dropped off the vehicle, the car would start buy only the engine light came on. It was due to a reoccurring issue that I was experiencing. I have made multiple attempts to repair. I am making this point because it was the only issue (other than the clutch) that I was experiencing with my vehicle. Monday, ********* looked over my vehicle and stated that the clutch needed to be replaced. They stated that they could not find the parts, and suggested I take it to a transmission place. I stumbled across Driver's Edge. The shop manager was polite and informative on the phone. Gave similar pricing that I found from competitors, but the winning factor was that they can have it done by the end of business the next day. I agreed and called ********* to release the vehicle. This was on a Tuesday.End of business Wednesday, the vehicle was not ready. An excuse was given. Thursday, another excuse given. Friday, the tech working on it was off today. Saturday, its ready.I pay my bill. Get into my car and the first thing I notice was that I have three additional warning lights on. 4WD!, anti-traction, and ABS. I asked about the lights. I was told that it was on when it arrived and walked away (after tightening my lug nuts). -- when I got into the car, the tech approached me and asked that I move the car to the garage door so that they can tighten the lug nuts!I left the shop, drove to Autozone to get power steering fluid per the report given to me, and then straight home. The next afternoon, Mother's Day, I attempted to use my vehicle. Clutch pedal went straight to the floor. Transmission would not engage. The following Monday, after renting a car, I contacted the shop and explained that the clutch is not working and what I found about the 3 lights. Per Jeep forums, this is a common issue when the wheel sensor goes out. Did some more research and found that the wheel sensor needs to be removed/handled when replacing the clutch. I explained that all to the shop manager. Said that he would look into this. Next day was told it would be ready by end of day. Crickets. Wednesday, I was told that the clutch has been repaired and that it would be an additional $377 to fix the lights. They found a short. I am sorry but it is obvious to me that this occurred during their repair. Before any major work should have been started, the battery should have been disconnected. Instead, they created a short, damaged the wheel sensor, and then have the gall to charge me for it.

  Business response

  05/21/2024

  Concerns:
  On Sunday, May 5th, the clutch to my car, a 2014 ************, died. I had the vehicle towed to a ********* in the area. When I dropped off the vehicle, the car would start buy only the engine light came on. It was due to a reoccurring issue that I was experiencing. I have made multiple attempts to repair. I am making this point because it was the only issue (other than the clutch) that I was experiencing with my vehicle. Monday, ********* looked over my vehicle and stated that the clutch needed to be replaced. They stated that they could not find the parts,and suggested I take it to a transmission place. I stumbled across Driver's Edge. The shop manager was polite and informative on the phone. Gave similar pricing that I found from competitors, but the winning factor was that they can have it done by the end of business the next day. I agreed and called ********* to release the vehicle. This was on a Tuesday. End of business Wednesday, the vehicle was not ready. An excuse was given. Thursday, another excuse given. Friday,the tech working on it was off today. Saturday, its ready. I pay my bill. Get into my car and the first thing I notice was that I have three additional warning lights on. 4WD!, anti-traction, and ***. I asked about the lights. I was told that it was on when it arrived and walked away (after tightening my lug nuts). -- when I got into the car, the tech approached me and asked that I move the car to the garage door so that they can tighten the lug nuts! I left the shop, drove to Autozone to get power steering fluid per the report given to me, and then straight home. The next afternoon, Mother's Day, I attempted to use my vehicle. Clutch pedal went straight to the floor. Transmission would not engage. The following Monday, after renting a car, I contacted the shop and explained that the clutch is not working and what I found about the 3 lights.Per Jeep forums, this is a common issue when the wheel sensor goes out. Did some more research and found that the wheel sensor needs to be removed/handled when replacing the clutch. I explained that all to the shop manager. Said that he would look into this. Next day was told it would be ready by end of day.Crickets. Wednesday, I was told that the clutch has been repaired and that it would be an additional $377 to fix the lights. They found a short. I am sorry but it is obvious to me that this occurred during their repair. Before any major work should have been started, the battery should have been disconnected.Instead, they created a short, damaged the wheel sensor, and then have the gall to charge me for it.
  
  Desired Settlement: Finish the Job
  
  Response:
  ****** called originally from ********* asking for an over the phone price quote for a clutch, stating he'd already gotten the vehicle diagnosed. We provided him with a price quote and offered him towing service information, should he decided to have the repairs done with us. He called back shortly after and asked us to set up the tow and do the repairs at the quoted price. We arranged for a tow to pick up the vehicle and bring it to the shop. When the vehicle arrived, we were unable to test-drive it due to the clutch failure. We performed a digital vehicle inspection and confirmed the concern free of charge. The vehicle inspection found multiple other concerns, including: the **** light on, the check engine light on, the 4WD light on, the traction control light on, the *** light on, the front headlight lenses fogging over, the power steering fluid level below minimum, the engine coolant level below minimum, the engine oil change due by time/mileage, a noticeable leak under the vehicle, and one radiator hose damaged. As well as five other preventative maintenance items were recommended by time/mileage. This information was composed into a digital report and sent to the customer via text message. The clutch job was completed,and test driven. The clutch functioned as it should. After sending the vehicle home with the customer, the clutch stopped working shortly after. We sent another tow to pick the vehicle up and bring it back to the shop. Upon inspection, the clutch release bearing locking tab had been manufactured incorrectly, not allowing the hydraulic line to stay properly fastened. The failed part was replaced under warranty. The customer voiced their concerns of the front driver wheel speed sensor (*** sensor) not being bad before the service. We performed a complementary diagnostic for the front driver wheel speed sensor, replaced the front left with the front right, and the issue followed to the front right side of the vehicle, confirming failure of the wheel speed sensor. Visual inspection of the part did not reveal any physical damage to the sensor, wiring, or connection pins on the harness. We quoted the customer on replacement for the sensor, but the repair was declined.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  * 01/11/2024 & 01/12/2024 * $1530.60 * Committed to provide me with a free brake ************************ Pricing * Nature of the Dispute: Need adjustment on the total amount owed to them...Need the Diagnostic Time Labor Amount Removed and the Alignment Labor Amount Removed *Business did not even call me to tell me that they were charging me those additional amounts *Workorder # ***** *Invoice # ***** *Advertisement was on the bottom of their sign outside their shop saying free brake inspectioin

  Business response

  02/28/2024

  Hello, 

   

  Please see attachment for the response to complaint ******** regarding ***********************. 

   

  Thank you. 

  ********************** 

  Sun Auto Customer Care

  Customer response

  03/01/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today February 19, 2024 I went to drivers edge with the intention to get my ** inspected for free. They accidentally ran state inspection instead, and uncovered a bunch of other issues within the vehicle. They went over my statement and how much it would be for the diagnostic to fix the engine light on and there was some issues with the brakes. I was confused when the cashier approached me with these issues because my intention was not to get a state inspection done and I was like OK did you guys look at the ** problem because its not blowing the way I would like for it to. They did not exactly disregard my question, but they pretty much said that I had to address this issues or else I would fail my inspection in a few months. So i just decided to let them run the diagnostic and I called back the store and asked about the ** issue and they apologized for not getting to that when that was my initial request. I had left the shop but came back. (Note i went it around 9am and left at 1pm and came back from pick up around 3pm) and they got one of the employees to drop me off back at home. when the cashier gave me the total of how much it would be to fix the ** issue the engine light on in adjust the brake problem. It was over $2000 and due to some financial strains I was not able to go through all of it. Instead, I just addressed the engine light and the brake problem and I would just take care of the ** issue at a different place. I feel like I was manipulated and taking advantage of although they did a really good job with the work. I paid so much money, and I left the shop in tears because, I just had no other option but to pay that amount. I dont know what to do.

  Business response

  02/27/2024

  To Whom It May ************************ customer came into our shop for a state inspection and obviously needed brakes and the check engine light was on, which was addressed and taken care of. After this, the customer called back stating her ** was not working. **************, ****, offered to check it out at no cost. **** checked the vehicle and found that the ** had a bad resistor and quoted the customer $229 to fix it. The customer declined to have the resistor fixed.

  Respectfully, 

  Sun Auto Customer Care

   

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 7, 2023 I had my car serviced at the Driver's Edge West ***** location, which included a battery replacement on my 2015 ****** Rav4. They installed a battery that was too large for my car which ultimately caused my battery to come loose. The last several months I have heard knocking in my car. I wasn't sure what it was until my car died on Jan 4 **** at work. When I lift up the hood, the battery hold down was missing bolts and my battery had come completely loose. The negative terminal had come completely off. The loose battery could have caused a fire or engine damage. When I brought my car into the ****** dealership, they said I came right in time. I tried contacting corporate and sent messages on social media with no response.I'm looking to resolve this complaint with reimbursement of BOTH battery replacements due to faulty install plus damages, totaling $394.96 (breakdown provided below). Video of the missing bolts can be found by clicking on "overall inspection report" here: (****************************************************). Pictures are also attached, along with both receipts.Drivers Edge battery fees are $272, minus service discount of $86, plus part tax $16.49, totaling $202.49.****** Grapevine fees are $192.47.TOTAL REIMBURSEMENT REQUESTED: $394.96

  Business response

  01/19/2024

  To Whom It May ***************** are currently working with the customer and will be refunding $394.96.

  We are confident this will exceed the customer expectations and handle the situation accordingly.

   

  Sincerely,

  Sun Auto Customer Care

  Customer response

  01/19/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This shop worked on my car August 28th and they put a transmission in in September. It didn't work. They put a second transmission in. I had to take it back. They had it until October 16. The car was fine initially, but then this Friday and it sat in the driveway over the weekend. This morning I noticed transmission fluid was leaking. I called them and told them what was happening. The person I spoke with said that he couldn't work on it. I got bills from the toll company saying my car was charged during the time when the car was in their possession. We asked for a refund for the toll. He said he would not work on the car because of the toll issue.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/18/2023, I took my ****** Corolla 2020 to Driver's Edge (***************************************************) for an oil change. I was charged $889.25 for the service, which included $572.02 for labor.When I was waiting for my service to be done, I was told that the brake needed to be replaced immediately. I was not aware of this issue prior to taking my vehicle to the shop. The shop employee told me that the brakes were in dangerous condition and that I needed to have them replaced right away.I agreed to have the brake pads replaced, but I was not given an estimate for the cost of labor. I was surprised to see that I was charged $572.02 for labor only, as I believe this to be an excessive amount. The total service time was from 8:11 AM to 10:38 AM, which is a total of 2 hours and 27 minutes.I have contacted Driver's Edge to discuss this issue, but they have refused to refund me the difference. I am requesting that the Better Business Bureau investigate this matter and help me to resolve it.

  Business response

  12/29/2023

  Please see attached letter. 

  Customer response

  01/10/2024

  I am rejecting this response because:   

  They said they put two technicians, but they didn't inform me until right now.

   They also didn't inform me that the labor cost was nearly $600 high when I was informed to change the brake.

  Also, they lied about "When he called, I explained everything to him once more". I wasn't able to reach them by calling their number.

  Overall, I believe they are overcharged.

  As per the attachments, the average cost of change brake is $259-$303 ($91 PARTS + $168 LABOR), and they charged $444; the average cost change filter is $67-82 ($26 PARTS + $41 LABOR) and they charged $115; etc...

  Thanks for helping,

  Best Regards,

  Shuangzhou

   

  Business response

  01/27/2024

  Hello, 

  Our position on this matter has not changed. The prior response we provided to you is still valid.

  Thank you, 

  Sun Auto Customer Care 

*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. ↩