Complaints

This profile includes complaints for Hines Service Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hines Service Center

  419 Bruce St Conway, AR 72032

• 

  Hines Service Center

  714 Harkrider St Conway, AR 72032-5636

• 

  Hines Service Center

  1290 Dons Ln Conway, AR 72032-4753

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was taken to this shop where they replaced the engine. A day after the car wouldn’t start and had to be taken to the dealership. The dealership did in depth diagnosis and found much wrong with the installation of the engine which they well documented and determined cause the $3700 in damages. The original shop refuses to honor its warranty for either labor or parts

  Business Response

  Date: 04/29/2025

  Customer brought their vehicle initially for engine noise on 02/22/2025. We discovered the oil change was over due by 5,000 miles and the timing components of the engine were beginning to fail due to lack of maintenance on the engine. 

  Customer asked us to tow the vehicle up here to replace the engine on 03/01/2025. We towed the vehicle for free for the customer. We replaced the engine with a used engine, that has 42k miles on it. There was a 1,000 mile part warranty only. Which was discussed with the customer and is on the final invoice. I will attach herein. 

  We were never able to drive the vehicle on a test drive, before the engine replacement due to the "lower end knock" that was diagnosed on the first visit on 02/22/2025.

  Once engine was installed and the vehicle was running. We performed our normal "quality control", post repair test drive. On this test drive, we noticed during idling when the STOP/START function of the vehicle would engage, the vehicle did not want to start back up. 

  In order to get the vehicle started back up, we would have to turn it all the way off, open the door and let the vehicle sit for 2-3 minutes. Vehicle would start every time if these steps were performed. 
  Since we were not able to drive the vehicle before the engine replacement, we did not know if this was a normal occurrence the customer was dealing with. We called the customer, and they stated " yes this has been happening since last June." Which would be June of 2024. Long before Hines ever looked at the car. 

  We inspected everything we performed with the engine replacement, and everything passed our QC check. 

  Advised customer this may be a computer or software issue and advised customer to take to the dealership. 

  We have not heard back from the customer until this complaint and one phone call of her on the day of this complaint. 

  If you look on the invoice of ******** ******, not one time did the customer mention that the starting issue was a pre-existing condition of the motor replacement, which started in June 2024 according to the customer. 

  Our GM Todd spoke with the customers on the morning of this complaint and explained to them, they are the ones who said this has been happening since June of 2024. This conversation is all on recording. 

  ******** ****** did not know this information as the customer withheld it from them. The customer got charged 3700 for the dealership to sell them a crankshaft sensor. 

  In the invoice from ******** ******, they state the reluctor wheel is severely damaged. On the parts list that ******** ****** invoiced the customer for, there is not reluctor wheel on that list. If it was " severely damaged", then it would need to be replaced as well. 

  Warranty work is provided through our shop, and only our shop. If there was speculation of anything wrong with the installation of the engine, the customer and the dealership needed to inform of us of that, so we could have done our part in ruling out any warranty work needed, not after the fact and approving 3700 worth of work at a different shop. 

  The issue here is, ******** ****** making the judgement that the engine replacement caused the START/STOP function issue. This is not the case. This issue was an issue already present 9 months previous to the engine installation, which is what the customer told us after the engine replacement, and on the date of this complaint, via phone call, which is recorded. 

   

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So when I took my VW in and it was looked at, I was told a spark plug and coil had to be replaced because of carbon build up, ok....******** checked the code for me and it said nothing about that area, but I said hey they should know better then me right?
  
  I'm just a single women who doesn't know that much about cars.
  
  So I gave them ALL of my savings I had spent 4 months saving up and THOUGHT I got the issue fixed.
  
  Literally the next day, same issue is still happening, car can't idle without check engine light blinking and coming on, it sputters when it's warming up.
  
  ******** had said the code showed the mass air flow valve was faulty, this place NEVER ONCE fixed that issue, they in fact ignored it all together and did what they wanted.
  
  At this point, they let me come back and they do the testing for free, and tell me we can replace everything again incase the parts were bad, again they do this for free, BUT here's the kicker.
  
  They never actually did another fix and here's how I know they lied to me.
  
  My carfax shows EVERY SINGLE TIME I have work done on it, no matter how small, it's on there automatically. My carfax shows the first "fix", but it doesn't show anything else ever being done to it.
  
  Hines Service Center, not only didn't fix my issue, they LIED to my face about fixing it a second time, AND they couldn't even give me paperwork on the second "fix" either.
  
  In short, I am out 550.00, nothing got fixed, they scammed me because i'm a woman and I can not recommend this place if you are a female driver, thank you.

  Business Response

  Date: 10/14/2024

  ******** came in here with misfire codes in her engine on her first visit. She had a  Cylinder #2 and cylinder #4. We recommended spark plugs, and ignition coils. She couldn't afford it that day, and she was trying to keep the cost down, so we offered to install a cheaper spark plug. Autolites. She came back in the next day after the recommendations and got those services done. When she left after the repairs the first time, her engine was running good. There was never a mass air flow sensor code that she states ******** is telling her. 

  She came back in a couple days later on September 16th. Her check engine light was on and she has code P0303. Which is a cylinder #3 misfire. We warranted out the spark plugs and installed NGK spark plugs in them. NGK is a better brand spark plug and Original Equipment equivalent. This is the spark plug brand we offered her the first time, as its the manufacture recommended plug, but she couldn't afford it. Unfortunately when using cheap parts, you tend to have a higher fail rate. This is why when she came back in, we upgraded the plugs, AT NO COST TO HER. We can provide the vendor invoices which will include the purchase order numbers associated with her invoices for each time she came in. If needed. 

  We also performed a Fuel Induction service to her at no cost to her. $188.95 value. This was a service to help rid her engine of carbon buildup from having prolonged misfires. We did that at no charge to her. After the warranty work performed and the upgraded spark plugs, her vehicle was driving normal and there was not a check engine light on. 

  You will see in all three attachments here, what we performed, and the warranty work we performed. She thinks we are lying to her, and we are not lying to her. I have attempted to contact her to try and resolve this, and she just hangs up on us, and tells us to stop calling her. She has a warranty on all the work performed. We have attempted to remedy this with the customer but she will not respond to us, and if she does respond to us its by calling us liars, thieves for stealing her life savings. 

  She has written reviews about another shop in town one year ago for the same thing. They replaced spark plugs and her engine light is still on. It seems that this issue with her check engine light is deeper than just spark plugs. I have offered her to come in and talk about it, and we can look at it again, and give her a professional opinion on what's going on. We can warranty out something if its indeed a warrantable issue. 

  Hines Service Center doesn't lie, doesn't cheat people, and definitely doesn't "prey" on woman. 85% of our customer base is women. I would like ******** to remove her baseless claims and her slander about us online. 

  Business Response

  Date: 10/28/2024

  We have offered ******** to come in and let us try to make it right. She refuses. ******** doesn't want resolution in this matter. She wants to acuse us of false "scamming". That's all she wants to do. Hines Service Center doesnt "prey" on woman. Business who have been in business for almost 50 years, don't get there preying on woman. There is no scam here. She got the services she paid for done on her vehicle. We have the proof. We provided the proof. 

  Customer Answer

  Date: 10/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my issue is still not fixed. I'm not looking to accuse People falsely. I am simply sharing the experience that I personally had.

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