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Business Profile

Auto Repairs

Automaster of Leesburg

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/21/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    On 4/3/2017 they replaced a convertible top for $2018.47 . On 2/27/23 they rebuilt the convertible top with a 3 yr warranty for *******. On 4/14/2025 top would not work,Brought it in for service, they said there was nothing wrong and charged $217.90. On 5/15 top not operating again they said nothing wrong and charged $210.00. Got in the car and tried lowering top and it didnt work. The mechanic came out to diagnose the issue and the owner said it could not fix it and it would have to go to the dealership to be fixed. I think there were issues in 2024 also and I have requested a copy of their service on the vehicle. I asked him for reimbursement to no avail.

    Business Response

    Date: 05/23/2025

    So Mrs. ********* brought her 2003 **** A4 to us on 04-15-2025, stated that here convertible top would not operate properly. The technician, checked out the convertible top, scanned the system for any fault codes to determine if there was an issue with the electronic portion of the top. No issues, no codes were found in the system, the technicians then opened and closed the convertible top without an issue, he did it a dozen times. I open and closed the convertible top a have dozen times, and it worked as designed. Called Mrs. ********* told her there was no issues found, and she owed us just for the 1 hr of diagnostics, Of course she was not happy and was very rude when she picked up her vehicle. she paid her bill and left. 

    A little over a month later again I get a call  from Mrs. ********* she wanted to apologize for her behavior that last time she was in and then stated that her convertible top was not working again, we set up the appointment for 05-21-2025.She dropped her vehicle off again, once again we scanned for codes, no codes were present for the convertible top, the technician opened & closed the top 3 times, he came and got me, I opened & closed the top twice. left it in the closed position and parked the vehicle out front for the customer to pick it up. I called the customer, told her that her top was working just fine and did not know what she was doing differently than us. but she could come & pick it up, told her that she owed another diagnostic fee. She came in, paid and went to her vehicle and started to put the top down and it stopped half way through the cycle, she came back in, I told the technician to bring the computer to scan to see why it stopped. The technician scanned the vehicle to have a code now for the convertible top control module. the technician brought me the computer and showed me the code. I then explained to Mrs. ********* that her convertible top module was malfunctioning and this was not a repair we can do at this shop because the module has to be replaced and programmed to the vehicle, a service that we do not do. She would have to go to the dealership.  She wanted her money returned, I told her no, that there were no codes in the system earlier, and the top was working just fine, an electronic part that is 22 yrs old, I can not control when it works or doesn't, there a possible short in the circuit board of the module, that didn't show up earlier for us, and that is our hour of diagnostics that we charge and there is no refund. Of course she was not happy, and vocalized it. I told her "WE DO NOT WORK FOR FREE!" She left and that was it. 

    So to sum it up she had 2 visits with diagnostic done each time, she had to pay diagnostic fees, and because we were unable to fix her problem, she feels entitled to a refund. She is not getting a refund!  And she is no longer welcome here at AutoMaster of Leesburg, 

  • Initial Complaint

    Date:06/12/2023

    Type:Product Issues
    Status:
    Answered
    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.
    The vehicle was towed to Automaster in Leesburg, Fl. for a diagnostic to be repaired. Automaster said the Left Fuel Pump Sending Unit needed to be replaced, Struts, Power Steering Return Hose, Hood Lift Supports, Engine Air Filter, Cabin Air Filter, and Right Front Side Marker. We agreed to have the work done costing $3500.00 with 12 mos or 12000 miles warranty. Two weeks after the repairs were done the car stopped. We had it towed back to Automaster for repair. They said they couldn't fix the problem and suggested we take the car to *** for a module repair that they couldn't program. We towed to vehicle to *** in Ocala for repair. *** did a diagnostic and recommended replacing the Left Fuel Pump Sending Unit and the Struts as they were all scarred up from being forced into place. We have a video of the *** diagnostic. We went back to Automaster with this information asking for a refund and took the Sending unit for the to look at. They took part numbers and said that's not their part and *** was lying. We are asking for a Refund of $2027.21 of Automaster.

    Business Response

    Date: 06/12/2023

    So yet everything was definitely wasn't told. I told Mr. ****** that if he brought back the fuel pump that we installed that was defective that a refund for the part & labor would be refunded to him. So when he showed up with a part that we did not install, he got mad because I told him that we did not install a continental pump we installed a VDO pump. And if the original part would have been returned to us there would have been no issue at all. But I can not and will not take back a part that we did not install. That is the only thing that was to be refunded. I told Mr. ****** that if there were other things that needed to be taken care of I would do it under warranty. So it still stands, if we get the original part that we installed which is a fuel pump manufactured by VDO back, I will have no issue giving him his refund on this part and the labor to install it, which totaled $720. If the original part is not returned, then no refund will be issued.

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