Complaints

• Initial Complaint

  09/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I need to talk to someone about a recent repair done at the Buckys, at the ******** location. I have a 2012 Dodge Durango and in 8/2024 (multiple days in August). I had the car towed in had a fuel pump replaced. Afterwards the check engine light came on, PO456 code comes up. Indicating there is a small leak somewhere in the fuel assembly. There was NEVER a problem before this repair. When talking to ***** the manager, he said "oh yes, we had that problem while fixing it" I asked for them to figure out what they did and rectify the situation. He indicated that I had to pay a diagnostic fee. Why? After all, I paid almost $3000.00 to have a fuel pump replaced. I expect to not come out of a repair with an additional problem created by the mechanics repairing my car. I should NOT be responsible for a diagnostic fee as this was never a problem to start! Please advise how we can best rectify this. Is this fraud? Did they create another problem to create revenue. I seriously do not want to get the BBB or Attorney General involved. Hpwever, I will if this is not addressed properly and immediately. I would like to have the car diagnosed and this leak created by the repair fixed. Thank you for your time and help in this matter. I am extremely upset and need the car back to normal.

  Business response

  09/09/2024

  Sorry to hear about this, I will look into it immediately as to insure a prompt resolution.  Regards, **************** 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im really upset with Buckys because we that travel are very tired and we would like to be able to Overnight to sleep in your parking lot because as well lit and safe, especially for single females!! I understand people coming there, trying to stay every day and getting riffraff, but not everybody is like that so we shouldnt be punished with the ones that are!!!!! Please reconsider as your parking lot is huge and you should designate a place for overnight parking and reinforce the overnight parking!!!! Shame on you

  Business response

  09/03/2024

  I am almost certain this complaint is for a business in a different state, I assume they meant Buckees the travel and convenience stores, not related to Bucky's here in ***********  Let me know please, thanks.  **************** 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my car to Bucky's in ****** for a transmission replacement and they have had my car for almost 2 months and I still don't know when they can fix it. I keep getting empty promises (strung along) and now my car has been transported to the Bucky's in ******** and they SAY they ordered a transmission that doesn't work and would need to haggle it out wit the people they bought it from. Meanwhile, they are still making me wait while they do so instead of ordering one from some place else while they do so. This is not right and not fair to me. What does them ordering one that doesn't work have to do with me? I am so hurt because I could have taken my car elsewhere and now they have it in ********, ******.

  Business response

  08/15/2024

  Sorry to hear about this, I will look into it ASAP.  We need to get this handled for the customer.  Thanks, **************** 

  Customer response

  08/15/2024

   
  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

  08/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an oil change at Bucky's, and this is not the first time this has happened. The first time, I took my husband's FJ to get an oil change, and all the oil leaked out in my driveway. They had to tow it back to the shop to fix it. This time, I took my son's *** in for an oil change, and over the months, it has been leaking oil. We have been adding oil, not knowing what's going on. We have spent a lot on refilling it. Plus, the stress of not knowing and the car started hesitating. I hope we don't get engine issues in the future with this. So, we took it to ****** Auto, and this is what they said:"Performed visual inspection to verify oil leaks. The worst leak is the oil drain plug."This has cost me ****** I would like to be reimbursed for this.

  Business response

  08/06/2024

  Sorry to hear about this, I will look into it as soon as possible. 

  Customer response

  08/06/2024

   
  Complaint: 22084619
  
  I am rejecting this response because:

  I received a call and was told that they didn't think it was something they did because we supplied the parts. However, the plug was cracked and I don't think that happened by itself. They said they would refund me $29 for the oil change I had, stating that it was too long for it to be their fault. I don't agree and I wouldn't have complained about it if that was the case. We have spent so much money refilling the oil repeatedly due to a drain plug issue.
  
  Sincerely,
  
  ***************************

  Business response

  08/22/2024

  Sorry to hear the customer feels this was an error on our part, unfortunately over time parts fail and multiple shops have touched this vehicle.  To pin it on us is just not right.  Thanks. 

  Customer response

  08/22/2024

   
  Complaint: 22084619
  
  I am rejecting this response because the vehicle was not at multiple repair shops. It was at Bucky's, and then I had to take it to a different repair shop to have it looked at. I didn't think it would be something so simple causing this big issue. So saying it's not right to blame Bucky's is misleading and incorrect. I understand that you don't stand by your work, and I find that terrible customer service and very disheartening.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 8 July, my 2002 ***** Civic stopped working on the freeway and I had it towed to Buckys repair shop in ******, who promised that it would be fixed by the end of the next day. Upon calling nearly every day for 2 weeks, it was not done and they said they needed a timing belt. They ordered the part, then said that they dont have the staffing to be able to do it. They took apart the engine (there are pieces in the front seat), and upon hearing they could not fix it I took it to another shop. The new shop (Hiline Auto Repair) said that since the engine was in pieces, and that parts were not secured properly before it was transported there (Buckys assured me that it was ready for transport) that they would need to replace the engine due to the condition it arrived in. The nature of my complaint is twofold: first of all Buckys said that it would be done by the 10th of July, and secondly after they failed to do what they promised there, the condition when the car was transported made it so that Hiline Auto cannot even repair it without replacing the whole engine. They did not charge me for the work done on it at Buckys, but since it is now damaged beyond repair I am seeking restitution/money for the damage they caused to the vehicle.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My first interaction was on for 11:22 I took my vehicle in for a Groupon for a complete maintenance package. It was basically for an oil change. I paid the remaining shop costs and disposal fees. On the following Monday 4:15 I went to go to appointments for ********** where I live to ******* and the car started to break down. At Bucky's when I did the maintenance package they recommended that in my CV joints and my back brakes be done he said this if you joins for more important than the back brakes. Up to this point prior to the maintenance package my car brand perfectly fine and I had absolutely no problems with it at all. I was basically going to get an oil change. I asked him about the cost of these two things and he told me a very high price totaling almost *****. I told him I would have to think about this. So on 4:15 while going to an appointment my car seems to almost break down it is smoking it is doing all kinds of bizarre things I am very afraid and I have to leave my car where it is and *******. Have friends assist me with two and from appointments and to get my car home as well. Now I have paid for an ordered parts from ******** totally an amount of almost 125 dollars. My friend who was in ASE certified mechanic installs my back brakes that were recommended to be done. And on 4/22 I am heading again to ******* on a Monday to my appointments and the car starts doing the exact same thing. I have the CV joint parts, I go to Bucky's and ask ***************************, to please check it out. Master Cylinder $550.!! I tell him to put in my CV joints that r my own parts I paid for which will be $400+. He tells me the car will be ready tonight. I go to pick it up, I am now stranded at 6pm, they don't know what is wrong with my car! They took it for a test drive and it is locking up! I never had a problem until they touched my car! My friend *********************** had the same thing happen a Year ago!

  Business response

  04/24/2024

  I am sorry to hear about this issue, I will look into it as soon as possible.  Regards, **************** 

  Customer response

  04/30/2024

  After my initial complaint, the next morning I was informed the Manager was let go due to his conduct and behavior at the workplace. The Cash difference I paid for the shop costs and supplies during my initial Groupon that I noticed were not on my bill, just the credit card difference I paid, was credited towards my bill. The Manager was doing all sorts of misleading conduct. I went to pick up my vehicle and was told it was completed, with the c joints mean the original emergent problem, and they were still brand new in the boxes I had purchased in the back seat. I confirmed with the new manager that they were installed and she said looking at the paperwork that they were not and this also caused me great frustration. She resolved this by offering that I can bring it in whenever my convenience was and they would put these in at no cost to me. I hope in the future though this business does not go on trying to scam women when other women are not there it seems to me that if I did not advocate for myself, have a mechanic boyfriend, and no about my previous experience with my friend who bought her car there 2 years ago that I might have gotten taken completed. But I really want to thank the new manager for going the extra mile and resolving this problem with me in particular. 

   

  Customer response

  04/30/2024

  There were some typos on the previous message. Meant to say if I had no previous knowledge of any experience going there. Then I might have been taken completely advantage of. Customers should always get a second opinion when going to Bucky's, unfortunately. ***************************;

  Business response

  05/01/2024

  It sounds like we dropped the ball on this, again I apologize.  ****** and *** will take good care of you.  If you have any more issues feel free to email directly at ************************************  thanks. 

  Customer response

  05/01/2024

  Yesterday while driving my vehicle to ******* to an appointment my car began was not accelerating to 60 miles an hour when I needed it to. I then called in the manager and she coming to bring it in however the lead mechanic was at lunch and it was noon and he wouldn't be back in until 1:30. Frustrated I pulled over and waited until then even though I had many errands and an appointment to get to. I then brought my vehicle in again at 1:30. The lead mechanic said he drove my vehicle on the freeway from ******* to 116th on the freeway going over 60 miles an hour and had no problems with it. And the same on the way back. They do not know what is wrong with the vehicle at this point. Obviously there was no charge for this as there shouldn't be.. with all of this missing appointments, financial stress, emotional stress, and stressing me making me physically sick this has been the most unforgettable experience. I do not know if I can trust my car to ever be touched by another mechanic again. I definitely will not be coming back when my car was completely fine, until Bucky's got there hands on it. The Manager did the Best she could, her **************** is very Honest and Appreciated. I think something is to be said when I made my complaint to the BBB the night before the previous Manager was Fired. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $1859.20 for repairs on my vehicle. I initially took my 2001 chrysler sebring lx in for a diagnostic. The oil service light was blinking on my vehicle. The receipt states 7 services performed. 1 service (power steering belt) was unauthorized and another was unfulfilled (timing chain tent cover plate). I was told that the timing chain tent cover plate #*******AA would be repaired at no additional charge (apparently it's obsolete and the part can't be found). So, knowing they were not going to be able to repair the actual problem they performed unnecessary repairs. Now, they are saying I need additional repair services and it will cost more money. They have not ordered part #*******AA and repaired it although it's listen under services performed. My car initially only had a blinking light as a symptom and I didn't notice it losing oil. Now, there is a 2ft puddle of oil in my parking space at my residence. I also checked the box to have my parts that were removed returned to me and they were not.

  Business response

  04/08/2024

  Sorry to hear about this situation, I will look it as soon as possible, thanks. ****************

  Customer response

  04/16/2024

  I called the corporate office for Bucky's since I filed the complaint with BBB. A man named ****** called me and said I can communicate with them through the BBB now.  The letter from BBB was addressed by someone named ******. I have not been contacted by Bucky's to resolve this issue by ****** and was referred to BBB (which I initiated) by ******. It doesn't appear that they are willing to resolve this. I don't know what to do.  

  Business response

  04/17/2024

  The customer was not charged for the timing cover because it is not available.  It might be available through a wrecking yard. Regardless I will offer to reimburse the customer $300 as a gesture of good faith.  If this is acceptable I just need a good mailing address. Also,  If she can find the part used we can install it at a discounted rate.  Thanks, ****************

  Customer response

  04/29/2024

  Since they have worked on my vehicle and it's in worse condition then when I brought it in I would prefer to have any work on it done elsewhere. I think they should reimburse more than $300, my bill was exceeding $1800. My address is ************************************. I filled out my address on the same paperwork I signed that asked them to return my parts they removed (which were not returned).  Thanks.  

  Business response

  05/08/2024

  Ok we will send a check out promptly,  thanks. 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was given an estimate of $1350 for my car. The mabager called me and said it was going to be less because thry figured out it was not the fuel injectors and so subtract the $350. I showed up to pick up my car and the bill was over $2300!

  Business response

  11/29/2023

  I will look into this as soon as possible, thanks. 

  Customer response

  12/18/2023

   

  ** Response taken over the phone by BBB staff **

   

  This still hasn't been resolved. The last thing the manager told me was that they would get the phone logs and video logs of the visits so that they could get it resolved. I would also like copies of that as well. I still have not heard back from them. I keep getting pushed off and then they don't follow up with me. They still billed me for more than $1,000 than what they said the estimate was. 

  This has been going on since May, why is this still being looked into? I keep calling and they keep blowing me off. 

   

   

  Business response

  12/18/2023

  Can I please have the invoice number or license plate number, thanks. 

  Customer response

  01/05/2024

  ** Response taken over the phone by BBB staff **

  The license plate number is WW ***** 

  Business response

  01/05/2024

  I am unable to find the invoice, if the customer is ever able to provide a copy of it I could investigate this further. 

  Customer response

  02/12/2024

  ** Response taken over the phone by BBB staff ** 

   

  I reached out to ****** at Buckys with a text message letting him know I didn't appreciate him acting like he didn't know who I was. He knows and he has acknowledged that he knows who I am, so please reach back out. I will go ahead and drive over to the shop and get an additional set of paperwork on it. 

  Business response

  02/12/2024

  If the customer can provide me with a copy of the invoice, or at least the invoice number, that would be helpful.  **************** 

  Customer response

  03/01/2024

  * Number taken over the phone by BBB staff *

   

  Invoice Number: 0220054281

  Business response

  03/05/2024

  I am unable to find any evidence that the customer was not told what the price would be. 

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a **** ****** Tacoma to the Buckys location in Fife on October 13, 2023, for replacement of the driver side front wheel bearing. I had told the service advisor on the telephone that the front driver side was the one that needed replacing. I requested this service after receiving a diagnosis from ***************** on August 24, 2023, where the front driver side bearing was the one causing the problem and have enclosed a copy of their report.On Saturday, October 14, I was told that the repair was completed, and went to pick up the truck. The service advisor ******* told me that they replaced the passenger side wheel bearing because they believed it was making the noise. After driving away, I noticed that the noise was the same as it was before I dropped off the truck and the repair I requested was not completed.When asked for an explanation, and the service advisor said they decided to fix the passenger one instead believing that it was worse, even though I did not ask them to fix that part. We asked what could be done about it, and the service advisor only blamed me for not having them do a diagnosis. However, I had already had a diagnosis at a ****** dealer, which was to only replace the front driver side wheel bearing. I only provided one wheel bearing and hub knowing what repair was needed. No one called me to double-check on which wheel bearing to replace, and the staff unilaterally decided to repair the wrong one. An appropriate response might have been to repair the driver side as requested, and then suggest repairing the passenger side. The Fife locations service advisor is unwilling to address the issue, and I am appealing to you as the next step. I would like the original repair completed as promised.

  Business response

  10/17/2023

  I will look into this immediately, thanks. **************** 

  Customer response

  10/22/2023

   
  Complaint: 20738493
  
  I am rejecting this response because:
  The business has not responded with a resolution or concern. 
  Sincerely,
  
  ***********************

  Business response

  11/09/2023

  The vehicle has well over ******* miles and is in need of numerous repairs.  If the customer would like to buy the parts they want installed I will offer to do the job for half price on the labor.  Regards, **************** 

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The manager said that the service animal was not a service animal when she is a service animal in training with no vest but have papers on the service animal

  Business response

  10/06/2023

  This is a complaint for a different business, it is not a complaint against Bucky's auto repair corporate office in ******, **. Thanks.

*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. ↩