Complaints

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:04/03/2024

  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.

  Brought my car in as it was leaking coolant and overheating. *** replaced an inch and a half of random tubing bc it looked old, bled my coolant system and said there was air in the lines makes sense for a car that is leaking coolant he said they pressurized my system and couldnt find any leaks, said they idled and test drove the car and it didnt overheat(remember they just topped off with coolant, no surprise there) . I asked at pick up, how could there not be a leak, Im literally leaving puddles of coolant wherever I park, and he couldnt give me an answer? While sure, he didnt charge me for the inch of hose he replaced, he managed the total just under $400 to not solve the issue. Called after the weekend ((holiday/6days later) truthfully upset, as I drove the car trusting his word and work) to explain he had failed to properly diagnose my car, only for him to reiterate the things he had done to my car and not offer any real way to rectify this situation. So I see it a few ways, either very little inspection was actually done to find my leak, or they are just bad at diagnosis. Because if a client tells you there is a leak, and you dont find it with your first test, WOULD YOU STOP THERE and go I DONT KNOW?? do you work like these guys and replace a random part to feel like you did something, and charge the client for not finding or fixing the issue. OR do you keep inspecting until you find the leak? All in all, in my case, this mechanic failed to properly diagnose or fix my vehicle, charged me $400, and said he wasnt willing to make this right bc I didnt call the next day.. SORRY I TRUSTED YOUR WORK. Now others will know not to do the same and search elsewhere for a mechanic that might actually fix their problem. Best of luck to anyone who chooses to leave their vehicle in this mans hand

  Business Response

  Date: 04/17/2024

  Customer came in for his concern and the technician did find a leak in the bad hose that was replaced the customer was charged for the diagnosis and labor after part was replaced there was a pressure test to make sure there were no other leaks at the time. Everything checked out fine the customer took the vehicle and had it for a few days he came back into shop upset that the vehicle was he says was leaking again we offered to have the vehicle towed back into the shop at no charge to check the vehicle again the customer did not accept and left. We have no way of knowing if the work we performed failed or did another line rupture which is possible after one leak is repaired if you have another hose that is getting weak can rupture also after some time of pressure which did not happen during us pressure testing the vehicle.

• Initial Complaint

  Date:01/25/2024

  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.

  Presented my 2020 Chrysler Pacifica with ****** miles to the garage on 01/10/2024. The manager called and acknowledged receipt. I called on the 11th to see if anything had been found out. I was told not yet.Early in the day on the 12th, the office manager called and said that they had determined the problem was the starter. The cost of the repair would be $2200+. I agreed to have the work done as soon as possible. He stated it could be done as soon as he gets the part. At 4:36PM, I received a call from the manager advising the part was in and the technician could begin first thing 8:00AM on the 13th. Around 11:00AM, I called the manager. He said they sent the wrong part. He was waiting for the correct one. It arrived near 2:00PM. The technician installed the new starter to no avail. He said the engine had seized and was not repairable. It was 2:30PM. I was given a reduced bill of $1557.70 which I paid in full immediately. I decided to salvage the car. On January 16th, my wife went back with a knowledgeable person and decided to have the car brought to another **************** The next day, the car was started. Dealers Choice Complete Car Care Center was either not knowledgeable or did not do any diagnostic work at all. I believe we are *********** a full refund.

  Business Response

  Date: 01/25/2024

  Dear Mr **************************** will have a member of our team contact you regarding this complaint to collect further information about your concern and our findings 

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21195136
  
  I am rejecting this response because:

  Now knowing that, that reply was from the Dealer's Choice Company that I had lodged the complaint against, I would have been happy to be contacted by them. I was not.

  
  

  Since I first lodged the complaint, the vehicle in question is being driven to my home in **********, **. 

  At my expense. By right, I would like to add the transportation cost to the initial amount I was seeking of $1557.70. I am ready to forego that additional expense in order to clear this matter. 

  
  

  I understand the process of arbitration and would be more than willing to enter into it if that is what is necessary to have this issue resolved. I can be reached at ********** for both voice message that will be transcribed and texting. Whichever Dealer's Choice would like.

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

  Business Response

  Date: 02/20/2024

  In response to the complaint the customers vehicle came in not running after diagnosis technician found the starter was burned out, when applying direct power to the starter it would not engage, the technician also found the vehicle was low on engine oil and also low on engine coolant, which is also why the oil change was recommended. Once the new starter was installed and services performed technician attempted to start the vehicle and the starter began to engage which the old starter did not. Technician performed an additional diagnosis to find the engine would not turn over which was most likely the reason the first starter failed due to engine lock the customer paid for the services rendered which was also discounted to help the customer since he was not able to drive his vehicle off the property. We see that the customer is saying that he took the vehicle to another shop but we do not know what the other shop did to get it running keep in mind that this vehicle has over 250k miles on it.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21195136
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/08/2023

  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.

  I contacted with the business on 8/25/2022 to work on my **** Cadillac XLR. Invoice attached. Part of the work included 4 new tires including mounting and balancing. After completing the work, I drove the vehicle home and noticed the plate covering the lug bolts on the left rear tire was missing. I was upset but went online found a new plate and ordered it. When it arrived, I asked my husband to put it on the rim. He immediately noticed that the small bolt that held the original plate on the rim was still there. He IMMEDIATELY drove to Dealers Choice and bought the manager ********** out to see the problem. CLEARLY since the plate had been removed by the shop to take the tire off AND then reattached by the shop when the new tires were installed the ONLY people that removed and installed the bolt was the shop. ********** had his technician come out and inspect the situation. The bolt was frozen in the rim. I suspect the bolt was cross threaded when installed after the tire replacement. Since the bolt was cross threaded and NOT fully seated the plate was loose from the rim and broke off when I drove home. The technician proceeded to get an impact wrench and applied it to the bolt. No movement. The bolt was clearly very tight. Sadly, the technician went back and returned with a very large torque wrench. Applied the wrench and ******* the bolt off in the rim! ********** indicated he would fix the problem and drill the bolt out. This is where the problem began. I brought the car in multiple times for the repair. ********** never repaired the rim and needed another tool to extract the bolt. He attempted to blame my husband for the problem even though he removed the plate and reattached it when changing the tires. His technician sheared ************! I have had multiple exchanges with ******************** the shop owner in an attempt to resolve the issue. I have taken the car to the Cadillac dealer, called machine shops, tried to buy a new rim. All has failed. I have asked to either repair the rim, replace the rim, or replace all four rimes. ******************** has stopped communication. All communications and pictures are attached.

  Business Response

  Date: 02/22/2023

  This response was taken verbally by BBB:

   

  Vehicle came in for service and the customer picked it up. While driving a cap came off they brought new one to put on but the bolt snapped in place due to being an older vehicle/parts. We are willing to cover the cost of one of the wheels although we are not acknowledging any wrong doing but rather as a goodwill gesture. The * is saying these wheels are no longer being made and want us to purchase 4 new wheels which we will not be offering.

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19347355
  
  I am rejecting this response because:
  The bolt did not break due to age as stated by the garage. The bolt was broken by their technician using a torque wrench at the garage in front of my husband. I would certainly except one rim if it was possible to purchase just one. Since the rim is no longer in production I did extensive internet searches, but was unable to find a matching rim. The garage was also unable to find a matching rim. I will not have my car with one different rim. In addition they did not define the cost of one rim in their response. I am certainly willing to work with the garage to find and install 4 suitable rims. 
  Sincerely,
  
  ***********

• Initial Complaint

  Date:12/28/2022

  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.

  I had my 1998 Mustang towed by AAA when it failed to start. yhe tow truck driver suggested taking it to Dealers Choice on ********************. I met with the write up man, explained my problem, I left the car with them the end of September.. Afew days later they called with a diagnosis bad fuel pump. I ok'ed the repair . **** few items were lacking after driving home.The fuel gage did not work and I could detect .a gas, took the car back and those things were repaired. I they stopped to have the gas tank filled, parked the car in the garage, the next morning gas had leaked out of the tank melting the paint on the garage floor . Took the car back To the dealer for fix gas was still leaking ( I hace a video of gas running to the ground) . the dealer called a few days later and stated the gasket between the fill pipe and the gas take was not installed properly. They repaired my issue became the repair to the finished garage floor. After repeated calls they said someone would come and inspect the damage. They no longer return my calls and no has come to inspect the damage

  Business Response

  Date: 01/26/2023

  This response was taken verbally by BBB:

   

  We have spoken to the customer to try and resolve the issue. We are waiting for the customer to get back to us on a acceptable resolution with a quote to clean the garage floor.