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:07/09/2024

  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.

  This complaint is being filed because I believe a refund of at least $1,200 is more than justified from Franks Automotive for faulty repairs, damage done to the driver side door handle, and ineffective window switches. After paying the first total of $842.28, the discount provided for the additional repairs for the timing chain doesnt justify the poor communication and overall horrible business experience. I pushed for more discounts on top of the second quote of $924.58 after waiting over a month to pick up the car, but there was no consideration or room for negotiation on top of the initial discount. I have no problem paying for effective and efficient work done, but the customer service, horrible communication, and overall terrible business experience dont warrant paying a total of $1,867.52 in repairs and not having a car for over a month and a half.My experience with Franks Automotive was the worst business experience I have ever dealt with in my twenty-five years of life. The customer service was helpful in the beginning, but quickly deteriorated after my mother and I started to call every few days questioning why the repairs took as long as they did. The excuses started to pile up quickly which made the experience even more frustrating. Im requesting the BBB to step in and demand a partial refund of at least $1,200 from Franks Automotive after the major inconvenience and overall nightmare of an experience they subjected not only myself to, but also my mother who owns the 2017 ******* Elantra.Franks Automotive needs to be held accountable to the highest degree for their overall negligence, faulty work, and poor customer experience. During my times at their location, I witnessed other customers arguing with employees and visibly not having a pleasant customer experience. Thank you for your time and consideration in this pressing and important matter.The full report is attached as a PDF.

• Initial Complaint

  Date:02/05/2024

  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.

  I was referred to *****'s to repair an exhaust manifold (Driver's side) on my 2014 Doge Ram **** HEMI. I told the front desk representative I was trying to get my car passed emissions and another shop (Midas 1/3 mile away) referred me to them to have my exhaust manifold repaired. I gave the representative the paperwork from *****/she told me they would have to run their own diagnostics to see what was going on with the truck. They ran the diagnostics and she told me I was right the exhaust manifold was leaking on the driver side. At that point I was quoted a price to repair the truck at $400-$500. After 3 weeks I begin to call more frequently to check on my truck. I was told my car had ***** parts and the mechanic was working as fast as he could . *****'s had my car 6-7 weeks before I finally picked it up. The pickup cost was $708 without anyone calling me for approval for the upcharge. Upon picking up my truck I noticed my drive side tail light was busted/and the service engine light was still on. ***** (A Tech that work at *****) called the actual tech that worked on my truck and he said he forgot to reset the engine light. ***** reset the light/***** promised to replace the tail light and I left. I noticed my car running really rough/the service engine light come back on less than 1/3 mile down the road. I took the care back immediately and was told there is not an additional code and I will need a engine coil pack ($42 for the part/no labor). The owner told me to come back the following Monday (This was a Friday). I called Monday- the truck wasn't ready to I let them have it for the entire week. The following Monday I called and the front desk lady said the truck was ready/however she hesitated when I asked about if the truck was ready to pass emission. I picked the truck up /paid $186 (Another upcharge without consent) and my truck is literally shaking with service engine light flashing. I got a 2nd opinion from another mechanic - engine replacement $5400

  Business Response

  Date: 02/06/2024

  TO WHOM IT MAY CONCERN:

  ****************** CAME IN REFERRED BY ***** STATING THEY TOLD HIM HE NEEDED AN EXHAUST MANIFOLD AND HE WAS EXPERIENCING MISFIRES. HOWEVER, WE DO NOT GO BY ANY OTHER SHOPS DIAGNOSTICS AND INFORMED HIM THAT WE WOULD PERFORM OUR OWN DIAGNOSTICS, NO CHARGE TO CUSTOMERS AS LONG AS THEY ARE GETTING REPAIRS DONE IN OUR SHOP. UPON INSPECTION, WE DETERMINED THAT VEHICLE DID IN FACT NEED A MANIFOLD ON DRIVER SIDE AND TOLD HIM THAT THE MISFIRES COULD BE COMING FROM THAT. CUSTOMER AGREED TO REPAIRS. AFTER REPAIRING EXHAUST MANIFOLD, CAR STILL SHOWED SYMPTOMS OF   MISFIRES COMING FROM CYLINDER #3, SO WE DID WHAT ANY SHOP DOES AND STARTED WITH THAT CYLINDER REPLACING A COIL, SPARK PLUG, AND FUEL INJECTOR CHARGING THE CUSTOMER ONLY FOR PARTS NO ADDITIONAL LABOR. AFTER TECHNICIAN CHANGED OUT THOSE PARTS, VEHICLE STILL HAD A PRESENT MISFIRE. WHEN SYMPTOMS PERSIST, WE USUALLY CALL CUSTOMERS AND TELL THEM VEHICLE NEEDS FURTHER DIAGNOSING WHICH IS A $200 DOLLAR CHARGE ANY FURTHER DIAGNOSING AND OR ELECTRICAL DIAGNOSIS. WE CHOSE OUT OF THE KINDNESS OF OUR HEARTS, NOT TO BOTHER ****************** ABOUT THE $200 DOLLAR DIAGNOSIS AS WE WANTED TO TRY AND FIGURE OUT THE CAUSE AND OR ISSUE WITH VEHICLE. AFTER CLOSELY INSPECTING THE VEHICLE, MY TECHNICIAN CAME TO ME AND INFORMED ME THAT VEHICLE NEEDED A CYLINDER HEAD JOB ON D/S AND DETERMINED THAT VEHICLE HAD BEEN DRIVEN TOO LONG WITH THE MISFIRES WHICH WAS WHY HE NEEDED THE CYLINDER HEAD JOB. CUSTOMER AGREED TO REPAIRS SO WE TOLD HIM WHEN WE HAD OPEN AVAILABILITY, WE WOULD CALL HIM TO BRING VEHICLE IN AND WE WOULD ALSO NEED A DEPOSIT TO PROCEED WITH REPAIRS. CUSTOMER SAID HE WASN'T PAYING A DEPOSIT AND WOULD BE PAYING AFTER COMPLETION. UNFORTUNATELY WE DON'T OPERATE THE WAY THE CUSTOMERS WANT US TO, WE OPERATE THE WAY OUR OWNERS WANT US TO, SO UNFORTUNATELY WE WILL NOT BE PROCEEDING WITH HIS CAR UNLESS HE IS READY WITH A DEPOSIT. ANY AMOUNT OVER $500 REQUIRES A DEPOSIT OF HALF THE AMOUNT. IF YOU HAVE ANY FURTHER QUESTIONS OR CONCERNS, PLEASE FEEL FREE TO CONTACT ME(*************************)SHOP MGR. OR (********************* OWNER MON-FRI 8:30 AM TO 5:30 PM. ATTACHED IS HISTORY OF WORK ORDERS WITH QUOTES. SHOWING WORK PERFORMED AND REPAIRS NEEDED. THANK YOU, HAVE A WONDERFUL DAY

   

  Customer Answer

  Date: 02/06/2024

  I reject the claim my car was misfiring when I dropped it off.  Secondly additional parts that were added Out the kindness of their hearts were not approved by me. I firmly believe the business knew they messed up and started throwing additional parts at the problem in an attempt to cover up the issue at hand (My truck  running horribly).  Thirdly any job over $500 requires at deposit? Well the first job completed cost me $708 without a deposit (I paid this amount in full). In an effort to make this right the owner asked me to bring the car back and for a $750 deposit to get started on the job. I was flabbergasted as to why he is asking me for $750  for a service to have yet be performed. I declined the $759 deposit and the owner verbally agreed to take care of the $750 charge with his own credit card. Finally I was told to bring my truck in two weeks ago to start the process and got an excuse the tech working on my truck was out (Monday). I called the following Thursday and was told the owner was going on a business trip. I finally caught the owner yesterday and was told the tech is not there and he has no other techs to to the job. Furthermore the owner started talking loudly and made the assumption I want free services ****** it I paid both invoices $708 and $186).  I want my money back, my engine repaired , not more or less. The business can say whatever they like I know my truck wasnt running this horribly when I dropped it off. Furthermore I would like clarification how did my driver side tail light get busted and why do I have light scratches by that light (The light has since been replaced by the business but I want clarification ). I will continue my efforts via small claims court if necessary to recoupe my funds/engine repair. This is not how you treat customers. Other people have experienced the same similar fate with this shop according to ****** reviews (I will be reaching out to them and an attorney if needed) 

  Business Response

  Date: 02/06/2024

  AGAIN, WE PROVIDED PAPER WORK SHOWING JOBS PERFORMED AND JOBS NEEDED, OUR BUSINESS HAS BEEN OPEN AND RUNNING FOR OVER 13 YEARS AND WE AR FLABBERGASTED  THAT ANYONE WOULD ASSUME THAT MY TEAM WOULD HAVE ANY REASON TO JUST THROW ON PARTS THAT A VEHICLE DOES NOT NEED. HOWEVER, THE ***** IS OVER 10 YEARS OLD AND THINGS OF THAT AGE DO TEND TO NEED MAINTENANCE. ****************** CAME IN WITH A DIAGNOSTIC FROM ANOTHER CONSUMER AND I TOLD HIM THAT WE DO NOT TAKE DIAGNOSTICS FROM OTHER CONSUMERS AND WE WILL BE DIAGNOSING THE VEHICLE OURSELVES WHICH IS HOW WE DETERMINED THAT THE VEHICLE DID IN FACT HAVE MISFIRES. IT IS NOT OUR FAULT THAT HE DROVE A VEHICLE TO THAT EXTENT WITH PRESENT MISFIRES. LOOK IT UP PLEASE.

  Can driving with a misfire damage the engine?
  
  
  The longer you ignore the problem and drive the vehicle in spite of the misfire, the more likely it is that your engine will suffer serious damage. A misfire on its own does not usually signal a serious mechanical problem. Very often, it is just a spark plug, ignition coil or a fuel injector that needs to be replaced

  ******************, POINT BLANK PERIOD, IN FACT DROVE HIS CAR TOO LONG WITH PRESENT MISFIRES.

  PLEASE BBB CONTACT OFFICE FOR ANY CONCERNS. ATTACHED ARE DOCUMENTS TO BACK UP EVERY WORD. AND YES, WE DID TREAT ***************** WITH KINDNESS FROM OUR HEARTS, CARE AND CONCERN. 

• Initial Complaint

  Date:02/03/2023

  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 took my car to this shop to get a new catalytic converter put on. They replaced it and my engine light came back on within two weeks. I took it back to the shop and they claimed to fix it and the light came back on. They told me they would order me a part from the dealership and they would call me when it arrives but that was 2 months ago and they haven't called. They also said I would have to pay the difference but I've already paid over $1000 for the initial part.

  Business Response

  Date: 04/05/2023

  WE SENT AN EMAIL AND CALLED CUSTOMER, CUSTOMER IS REFUSING TO RETURN PHONE CALLS RESPOND TO MESSAGES AND WE LEFT A COUPLE LETTING HER KNOW THAT THE PART WAS OFF BACK ORDER AND WE WON'T AUTHORIZE A REFUND ON REPAIRS THAT NEED TO BE DONE AND WE WON'T BE HELD ACCOUNTABLE FOR PARTS ON AND COMING OF BACK ORDER. I ALSO SENT AN EMAIL STATING THAT ANYONE CONCERNED CAN CALL THE DEALER TO QUESTION THESE THINGS THEMSELVES. PARTS ARE AVAILABLE AND WAITING FOR A RESPONSE FROM CUSTOMER. THANKS

• Initial Complaint

  Date:08/22/2022

  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.

  My vehicle was towed to *****'s Automotive Center on 7/11/22. At that time, they projected that it would take 1 week to make the necessary repairs. On 8/2/22, I spoke with them, and they stated that my vehicle would be ready on 8/4/22. I have called several times since then and continue to be told that they are attempting to identify the problem. Since my vehicle has been at this facility, the repair cost continues to increase. I am also incurring several hundred dollars in transportation costs since I do not have the use of my vehicle. I am requesting that all repairs be completed within the week, and the balance be adjusted to reflect the 1.5 months (vs 1 week quoted) that *****'s Automotive Center has been in possession of my vehicle. If an accurate time frame had been provided initially, my decision to use this provider would have been affected.

  Business Response

  Date: 01/16/2024

  GOOD MORNING,  ATTACHED IS A WORK ORDER WITH THE WORK PERFORMED TO THE VEHICLE. WE MADE SEVERAL ATTEMPTS TO CONTACT CUSTOMER LEAVING VOICEMAILS AND TEXT MESSAGES FOR HIM TO PICK THE VEHICLE UP OR RELINQUISH THE ****** WE NEVER RECEIVED AN ANSWER.