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:11/28/2022

  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.

  On November 1, 2022, at approximately ****hrs I dropped off my car (2009 ********** Civic SI) to have the serpentine belt replaced. On November 2, 2022, Three Brothers Total Car Care replaced the item and called me to pick up the car. Upon arrival I paid for the repairs and drove the car home. Once home I noticed my Check Engine light was on and the motor seemed to be overheating. I contacted Three Brother Total ******** to return the car and have it examined to resolve the overheating and check engine light issues. I was contacted later and told that my radiator needed to be replaced, along with all the hoses and would cost roughly a little over $1,200. I asked if that would resolve all issues the car had. ***** (Front Desk Associate) reassured me that with the completion of the repairs the car would no longer have overheating issues and all the cars issues would be fixed. I agreed to have the repairs done. On November 4, 2022, I was notified that the car was ready for pick up and that all was fixed. Upon my arrival I entered the office and ***** informed me the car was fixed. I processed my payment of $1,139.62, asked for the warranty information, and concluded my business. I approached the car, opened the hood, and did a brief visual inspection with all appearing to be in order. I drove the car home where it sat for four days. During that time, I noticed my car was leaking coolant from underneath the radiator. I contacted Three brother Total ******** to report the issues and ***** informed me that was normal and it should stop after normal driving. I began driving normally and noticed the car still had overheating issues and after inspecting my garage floor noticed leakage stains where the car is normally parked. I have not reached out to the business; I no longer trust their integrity and dont feel safe leaving my car in their possession. To resolve this matter, I would like a full refund to have the car taken elsewhere where it will be repaired properly.

  Business Response

  Date: 12/01/2022

  Three Brothers Total Car Care rebuttal:
  Coolant is a clearer liquid, and not dark black like the spots in the photos. However, we would be glad to put ********************** vehicle on the lift and look at the vehicle, together to identify the cause of the leak.  We have called ********************* SEVERAL times to offer this inspection to him but he has yet to return our call.
  
  ********************* brought his vehicle into Three Brothers Total Car Care on November 2nd noting his drive belt snapped and wanted it replaced, as reflected on the attached signed invoice #****** under Concern, Cause and Correction. Per his request and approval, his drive belt was replaced. The approved repairs were completed, and the vehicle was ready for pick up on November 3rd.
  
  The guest returned later noted his engine light was on, and the vehicle seemed to be over-heating as reflected on the attached signed invoice #****** under Concern,Cause and Correction.
  
  Upon a COOLING system inspection for possible over-heating, we found:
  The radiator was cracked, someone tried to band aide it with *************, and it was leaking. ALSO, ********************** was notified that someone FILLED the cooling system with some kind of Stop Leak that gummed up the inside of the entire cooling system, restricting flow. I am not sure if that was what caused the radiator to blow but it did cause extensive damage to the cooling system. Due to the product added, we also needed to flush the cooling system for it to operate as designed. Additionally, this vehicle had the engine swapped with a larger engine that this vehicle does not come factory with. Therefore, parts are not easily found to retrofit.
  
  ********************* approved the repairs, and the vehicle was completed and picked up on November 4th.
  
  If/when a customer notifies the shop that they see ANY type of fluid coming from their vehicle we suggest they have it towed in if they feel it is not safe to drive because we are not there to identify how bad something is. NOT ONE PERSON of the Three Brothers staff would tell a customer that ANY leak would stop after normal driving. That doesnt even sound right. If there is a leak, we would have liked the chance to identify the cause, and in most cases, we try to do repairs at no additional cost to the guest as a courtesy. Seeing this is an oil leak and NOT coolant, we still would have extended the courtesy to identify his oil leak.
  
  
  Respectfully,
  
  *************************, owner
  Three Brothers Total Car Care
  5234 ************
  ***********, ** 34609