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Business Profile

Auto Services

Drive Automotive Services, Inc.

Complaints

This profile includes complaints for Drive Automotive Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Drive Automotive Services, Inc. has 52 locations, listed below.

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    Customer Complaints Summary

    • 95 total complaints in the last 3 years.
    • 28 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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:08/29/2024

      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 took my 2015 Jeep Wrangler Unlimited to Service Street Auto on North Carefree here in **************** at the end of July 2024. I had assumed this shop would be able to complete my warranty work my Jeep needed. Supposedly a Diagnostic test and vehicle inspection were performed, which I was charged for. Service Street Auto came back at me with a few things that needed repaired as well as the warranty work. The main warranty work to be fixed was replacing the engine oil filter housing, this had been causing a slight but noticeable oil leak coming from the bottom of the engine. At the point they claimed the repairs had been finished I picked my Jeep up and paid. That night my Jeep was leaking in my driveway again, looked underneath and it was very dirty and looked worse than before the repairs with oil still dripping. I took my Jeep back to this shop 4 different times, each time they e insisted the correct work was done and they couldnt see any leaking or dripping oil. Other issues came up with my Jeep upon taking it home from the shop after repairs were supposedly completed. Lights flashing on my climate control nobs, still dripping oil in my driveway as I type this, the wires and plugs I paid to have replaced look like the same ones that have been on there for the life of the Jeep. I have rubber plugs missing on my transfer case that were there before I brought my Jeep in, they are meant to keep dirt and debris out of there. Service Street Auto has insisted these things were already like this when I brought my Jeep in. I have contacted there main corporate office in ******* last week and reported this to someone there. I have not gotten any response back. I am now at a point where I have to be careful with my Jeep and pay this off before going elsewhere to have it looked at. Some or all of these repairs were obviously not completed or not completed correctly at this shop.

      Business Response

      Date: 08/30/2024

      Hello, please see attached BBB response and invoices. Thank you! 

      Customer Answer

      Date: 08/30/2024

       
      Complaint: 22213689

      I am rejecting this response because: Lies from technicians at this shop. Never asked the shop for a full refund while I was in there. My jeep had to be taken back to the shop 4 times, not 2. They did find leaks, the technician claimed he could only spray down the engine to clean it up. Very shady people working at a very shady auto repair shop. They robbed me. Good job guys you got your $2K from me. Your technicians have already been paid for the work as my Jeep sits here still leaking.

      Sincerely,

      ***********************

      Business Response

      Date: 09/09/2024

      Hello, please see attached response. Thank you! 
    • Initial Complaint

      Date:08/20/2024

      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.
      On 09/07/2023 I took my 2006 ****** Tundra SR5 4x4 to ******* to diagnose two issues I began having at the same time: inexplicable power steering fluid loss and intermittent smoking from the tailpipe at start up.After evaluating the problems ******* diagnosed them as two separate issues: 1. the power steering fluid was leaking into one of the boots on the rack and pinion assy and that the entire R&P assy would need to be replaced (which also involved having to refill the power steering fluid and perform a front end alignment; and 2. That the smoking at start up was due to a bad *** valve. ******* advise the total cost (inv #***-19200), $2,219.51, and i approved the work. When I pick up the truck ******* advised my leak was fixed but i may need to add a bit more PS fluid as everything got worked in, and that I may see a bit of residual smoke for a while from the *** job but it would go away. Two months later, after giving after the power steering leak persisted and the smoking at start up never changed, I went back to advise i was still having these issues. I also asked if they actually performed the alignment they charged for because the truck seemed to have a slight pull to the right. After evaluation, ******* said they could not duplicate any of the issues i was still having, but did feel the need to quote (inv 890-20135) me another $2K+ worth of work on my control arms and ball joints...i declined and picked up my truck.I waited until after holidays to look for someone to properly diagnose my issues, i found a shop that diagnosed the problem as a broken power steering pressure switch, this was pulling power steering fluid into the system (power steering fluid loss) and burned it at combustion causing the smoke. This was fixed by ANW automotive in 30 min at a cost of (inv 6212) $335.92.I went to Kerrys after that and asked for a partial refund of the original invoice as well as an "oil change pack" i purchased. This request was not met.

      Business Response

      Date: 08/26/2024

      Hello, please see attached BBB response and invoices. Thank you! 

      Customer Answer

      Date: 08/26/2024

       
      Complaint: 22171086

      I am rejecting this response because: Regarding the return visit 11/2/23: I stated the pulling slightly and *asked if the alignment had actually been performed* as well as reporting the continued fluid loss and smoking, which was the problem they were supposed to fix. 

      "It is important to note that both on September 7, under RO#*****, and on November 2 RO# 20135, we informed the customer that replacing the power steering lines was necessary for the
      most effective repair." I get that, but it wasnt necessary to fix the immediate problem.

      "Additionally, when replacing a power steering pressure line, the pressure sensor would be replaced as well." That's all well and good, but the immediate problem was the sensor/breaker that was picked out by ANW...IN MINUTES.

      The power steering lines were weeping, but not enough to cause the fluid loss. After the repair at ANW my lines still weep, but so little that I have had to neither add fluid to the reservoir nor had ANY smoking since ANW replaced the vacuum breaker.  

      ******* did nothing but advise an unnecessary replacement of the rack and pinion assy and the *** kit, and quote for work in an effort to **** as much out me as possible. Regarding the oil pack, ******* the non-GM/GM advised that that was the only thing "corporate back east" did approve and pretended to be surprised that I hadn't seen a check as of my last follow-up in the shop in May.

      Sincerely,

      *********************

      Business Response

      Date: 08/30/2024

      Hello, please see attached BBB response. Thank you! 

      Customer Answer

      Date: 08/31/2024

       
      Complaint: 22171086

      I am rejecting this response because: Although they did refund $299.91 to my original payment method, which I admittedly missed as I was looking for a mailed check ******* the shop manger said was on the way. ******* never fixed the original problem regardless of whether or not my lines weep. The problem was the vacuum breaker that another shop diagnosed and fixed in less than an hour for 7x less than the "fix" ******* suggested and I approved out of trust. I am asking now for reimbursement of the labor labor from invoice #***-19200 in the amount of $730.96 as NONE of this work did anything to solve the problem I went in for originally. I believe this is fair. 

      Sincerely,

      *********************

      Business Response

      Date: 09/09/2024

      Hello, please see attached response. Thank you! 
    • Initial Complaint

      Date:08/10/2024

      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.
      Had car diagnosed for poor acceleration. Was called and told it was catylitic converter and that's it to get my car running again. They ordered the part from ***** The part from **** is $824.29 MSRP, plus $500 core charge. I was charged $1402.11. initially prior to agreeing to leave my car to be looked at they assured me I wouldn't be charged for core charge just the part cost that **** charged.Then when they gave me estimate they said no we have to charge me the core charge and the part cost and then extra on top to make money off the part. Service advisor ************************* told me three times that the core charge was included in my part cost as they need to make money and since they pay it upfront that they have to extend that core charge to me. The ** at pickup refused to give me the old part back said I need to pay $500 more and said they didn't charge me the core charge essentially calling me and his service advisor a liar. This is 170% more then if I got the part myself through ***** Prior to pickup they called and said that it wasn't the catylitic converter it was the turbo and that I would need to pay a 30% restocking fee. I said no cuz not my issue they misdiagnosed. When I went to pick up car they said we were wrong again it is actually both and that they already started tear down. I was quoted $1083.18 for turbo to be ordered from **** (**** msrp is $495 plus $250 core) this is 218% of what I would have been charged if I just went to **** to get part myself. Core charges are refunded when old part is returned for those that don't know. This is deceptive, wrong and predatory to consumers. When talking to the ** ***************************, he said he can charge whatever he wants and was super unprofessional and did not care as to what I had to say and what other customers in the lobby had to say. He also will try to call customers idiots in a passive aggressive way asking do you have a baroscope when I said I wanted my old catylitic converter back to be inspected elsewhere

      Business Response

      Date: 08/15/2024

      Hello, please see attached documents regarding the BBB complaint. Thank you! 

      Customer Answer

      Date: 08/15/2024

       
      Complaint: 22123967

      I am rejecting this response because:

      1. The service advisor did tell me over the phone multiple times that core charge was being charged. Go look back at your recorded calls.

      2. Look back at the initial call and it will show they said there would be diagnostics done prior to working on vehicle.

      3. Your shop actually caused damage to my car. The hardware connecting catylitic converter and turbo was damaged and a bolt was completly stripped, costing me more money out of pocket. Also your shop drained my battery of my car as well. 

      My final offer to make this right and make this experience better with Service Street is to quit calling the customer a liar and actually going back to listen to supposed recordings and also please forward all recordings to me as well so that we can review them together for transparancy which I highly doubt your willing to do based on non transparency over the course of years if you want to ask public opinion as evidenced by your ****** and yelp reviews. I would like Service Street to make this right due to the damage that was done by Service Street technicians or if you prefer send me your insurance information and I will go through your insurance on the damages caused by your work. After you review the recordings and hear ******** tell me multiple times and hear me argue with him over that core charge being included I expect a $500 check to settle that dispute. 

      Sincerely,

      ***************************

      Business Response

      Date: 08/21/2024

      Hello, please see attached response and invoice. Thank you! 

      Customer Answer

      Date: 08/21/2024

       
      Complaint: 22123967

      I am rejecting this response because:
      1. Your shop has already proven itself to not be trustworthy. So saying the shop should review the paperwork is biased and only works in favor of the shop. If i was to do that then they would make automatic judgement in favor of the shop as the shop pays their paycheck. I am simply requesting to go through the shops insurance so that there is a third party non-biased person that specializes in these claims to make a non biased determination.

      2. Your automated system when calling says that calls are recorded and being that my last response asked for those recordings and you did not even address that also goes to show that Service Street is hiding behind lies and once again calling me a liar. So i will ask again, please provide the recordings of all calls placed to and from the shop regarding this car, as your service advisor ******** did in fact say core charge is included in the cost of the part charge of the invoice on the phone multiple times.

      3. If service street is deadset on not providing insurance information for the shop as well as not willing to provide every phone call to and from the shop regarding my vehicle, I am then requesting at what address and to whom is the shop requesting be served by the sherrifs office legal paperwork to place this issue in the courtroom.

      Sincerely,

      ***************************

      Business Response

      Date: 08/30/2024

      Hello Please see attached BBB response. Thank you! 

      Customer Answer

      Date: 08/31/2024

       
      Complaint: 22123967

      I am rejecting this response because:
      1. You keep ignoring the fact you have recorded calls and the fact that you refuse to acknowledge that and refuse to provide such calls, just goes to show your hiding behind your lies. Also you keep calling me a liar. I will not be returning and everyone I come in contact with I will tell them how shady your business is. 

      2. Again, please provide your insurance information because you are biased. You are required to provide this information when it is requested when a customer wants to file a claim for damages you caused. I have a consumer right to not go through the shop directly. So please provide your insurance information that way we can come to a resolution and close this issue for good.
      Sincerely,

      ***************************

    • Initial Complaint

      Date:08/01/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore 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 A/C stopped cooling so I took it to Kerrys ********** They diagnosed it as the compressor and changed it. When I picked it up on 6/27/24 I seen the temperature displaying in my car was not correct and according to ***** you need to drive it 10 miles to reset. I drove it 10 miles and it reset but the A/C was blowing hot so I went back. They checked it out and said the new compressor failed, they would replace it. It took three days for them to get the part and reinstalling it took another 3 days or longer. After install it didnt work and they have had my care ever since, it is now 8/01/24 and still no update even though I have been in contact with the corporate company. Over 30 days I have not had a vehicle. I would think they would be trying to keep me informed as this is a ridiculous amount of time. I guess the next steps I will have to take is a lawyer as it seems they dont really care about either using insurance to reimburse me for my car or getting it fixed. I live in AZ so A/C is a must. I would like to say the service technician and Manager are really great people and I have no issues with them but as a corporation I think they should do something to get this resolved.

      Business Response

      Date: 08/08/2024

      Hello, please see attached BBB response and invoices. Thank you! 

      Customer Answer

      Date: 08/08/2024

       
      Complaint: 22079982

      I am rejecting this response because:
      The ac worked fine until the clutch started to fail, I stated that it worked when I would drive but not at idle.  The plastic wire connection was broken, not any wires. I removed the tape and from it just so they would not have to and could see it.  It still stayed together but not protected.  When I arrived at the shop I paid over 1500 for the services, received my keys.  When I got into the vehicle the engine light was still on but I figured they obviously didnt test drive it, ***** states for the ambient sensor to reset you need to drive it 10 miles so I did.  Still the engine light and A/C was not working so I took it back.  They called me and said the compressor failed and blew up.  Now it seem they are trying to blame it on the car being a salvage title.  I went to the current shop today August 8th and my car was parked outside with the window open.  I get no information from them unless I call or e-mail them.  This is AZ and we have 100s of dealerships so saying its going to be another month is not going to work for me.  I dont have multiple vehicles in my possession to drive.  Im starting a new job that is 1 hour from my house so no this is not acceptable.  I need a my vehicle working or compensated for.  As a large company I would expect a lot better customer ********************** but it seem that they dont care because what can I do.
      Sincerely,

      *****************************

      Business Response

      Date: 08/14/2024

      Hello, please see attached BBB response. Thank you! 

      Customer Answer

      Date: 08/14/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *****************************

       

    • Initial Complaint

      Date:07/30/2024

      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 had my towed to Service Street ********* and Repair..They had my car for about two or four days after running a digital test and putting in battery that cost me $339.98. Then they replaced my ECU and ignition performance module and reprogrammed my PCM they could not get my car to start. So was told to pay them $1,496.21 and come get my car. They had my car from 3/8/2024 until I paid picked it up on 4/18/2024.To this day my car is not repaired,so I dont have running car. I dont know what else I can do since they couldnt repair it.

      Business Response

      Date: 08/07/2024

      Hello, please see attached BBB response and invoice. Thank you 
    • Initial Complaint

      Date:07/18/2024

      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 took my 2010 Lexus IS 250C for oil change on 7/13 to Kerry's car care store #***. Received report that need to replace lower engine oil pan because drain plug threads are stripped out of oil pan and they cannot fill the car with oil. And, instead of fixing the problem happened during service, they gave me a repair estimate of $800 plus. I decline to have extra services done except synthetic oil change. Adviser ************************* suggested that I buy drain plug bolt from local auto store which I did and went back but, he did not even took that to try. I waited almost 2 hours in shop thinking they are working on my car. Adviser never came to update so, as was checking, he told me that either I pay and repair drain plan and other services with that or need to tow car because they cannot put oil so car will not work. I did not tow my car as was not fixed by shop after what happened during the service. I asked for drain plug bolt with damaged threads from my car, he did not gave it to me.Went back on July 15th to discuss. GM *************************** was not there. Gave my cell number to **** to have GM or someone to call me back. Until now, have not heard back from GM or anyone from car shop at all. I emailed corporate office email listed on BBB site, but no response so far. My car is still sitting there in parking lot, last I saw, hopefully not more damaged, as it is in open parking lot for last six days. I asked, if they allow my car mechanic just to see damage what they are claiming, not repair or work on it while in there shop, but advisor **** declined that.So, what I am looking for is to have business satisfactorily repair what was damaged/happened during service at no cost to me and return car to me.In ****** and BBB, Kerry's car care as business has 1.14/5 BBB rating and similar complains/experiences with multiple other customers. If this is a recurrent issues with this business and there business practice, may be BBB need to look into further. Thank you.

      Business Response

      Date: 07/25/2024

      Hello, Please see attached BBB response and invoice. Thank you! 

      Customer Answer

      Date: 08/01/2024

       
      Complaint: 22011059

      I am rejecting this response because:

      As per invoice recommendations and per service advisor, it was drain plug bolt threads are stripped out of oil pan, not damage to oil pan or otherwise. Not sure how technician can check/inspect that before even without opening the pan/bolt. So, technician has to be doing oil change process, as all oil was drained from car engine. No reported issues about oil pan or bolt until then. And, as I understand, this car has steel pan so not likely damage unless process was not done correctly. So, likely it was damaged, when tightening the bolt, accidently or otherwise. As noted in letter, I do not believe, technician tried oversized plug as car was stilling on same spot in parking lot from the morning, as I spent almost hour and half or so in shop thinking they are working on my car. I got drain plug bolt from local store as was suggested by adviser, but when I got it and went back to give, adviser did not even took it to try.

      Shop had my car for almost 2 weeks, but no one contacted me from shop about car or offered to fix the repair, no charge to me, happened during the oil change process. Instead, when I went back on 7/26 to speak with GM, I was told that shop will charge $25/day, if I did not remove the car from parking lot that day.

      Car was not drivable as no engine oil, so, I called towing company and towed car to my home. Another car mechanic came home and was able to use drain pan bolt what he had and was able fix the problem and did oil change with same drain pan and other stuff same day, which was suggested to replace by shop with estimate of about $800 or so. It is holding oil so far without any leakage. So, I do not believe, shop had any interest to fix problem happened during oil change process at no charge, hoping that customer will agree for work and pay them lot more money.

      Corporate office/BBB/other authorities need to review/investigate, if not already, why BBB rating is only 1/5 for ******* car center as a business and other complains like my situation. Also, should review other online reviews with similar complains, and may be need to check/investigate if any issues with business practices.

      Sincerely,

      *********************

      Business Response

      Date: 08/07/2024

      Hello, please see attached BBB rejection response and communication log. 
    • Initial Complaint

      Date:07/17/2024

      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.
      traveling cross country in ******** MO engine light came on and stopped at ****** dealer Dealer did not have time but ran diagnostics and said it was air sensor Said to check for air filter and hole in hose as that was most common Took to vendor and told them what dealer said and left car they called said they must run diagnostics - $200, then called back and said they must run re learn- $100. Picked car up and light came on. Left car almost two days and they said air filter was inserted backwards. Probably when oil was changed by ********* in *************New air filter $50. So I paid $350 for an air filter that should have been inspected first and could have been just turned around. This is a prime example of a scam, unethical practice and incompetence. THEY DISREGARDED WHAT I TOLD THEM AND WHAT WAS CORRECT THE WHOLE TIME. Had they perfomred a correct inspection, I would have paid some labor but not $350 for an air filter.

      Business Response

      Date: 07/23/2024

      Hello, please see attached BBB response. Thank you!
    • Initial Complaint

      Date:06/30/2024

      Type:Customer Service 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 brought my truck in for a service based on an in network provider for maxcare. Which I am supposed to have ****** dollar detectable. which they said I would have to pay extra for the fix on top of the detectable. Which I did. The truck was there for a starter which did get replaced and the truck had zero issues before that went out. In my own findings yes have to remove a motor mount and exhaust manifold to get to the starter. After getting my tuck back I now have an exhaust leak that they say is from a catalytic converter that wasn't there before I brought it to service street. I want the exhaust leak fixed at no extra cost and for my truck to be repaired in the same condition that I brought it in.

      Business Response

      Date: 07/09/2024

      Hello, please see attached response and invoices. Thank you! 
    • Initial Complaint

      Date:06/26/2024

      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.
      Hello I'm ***********************.On Monday June 24th at 3:30 pm i brought my car at Service Street Auto Repair to repair my **** Fusion 2011 **.Prior to my appointment that i booked myself on the company's website the previous night i called the shop and questioned if i was going to be charged for diagnostic.They never gave me a straight answer however i decided to still go in and discuss this in person.I would like to point out that i was driving to my appointment straight from work mid day in a very high temperature without an ** and the time off that i have from work to arrange a car repair is limited.Repairing the ** in my car is crucial taken the fact that i suffer from SVT for years.When i arrived at the shop i was told from **** that they would charge me $100 for diagnostic and would call me in a few hours to tell me how much the repair is. I took a taxi back home and shortly after i received a call from ****** telling me that they needed to do a second round of diagnostics and dig farther since they discovered a wire that maby at fault and i had to pay around $215 instead of a $100. I told them that they were misleading when I was at the shop and they clearly did not tell me that they maybe charging me additional for a 2nd round of diagnostics. I decided that i should pick up my car because at that point their dishonesty was getting me deeper in to a financial burden. I called them and offer to pay them $50 instead of $100 to get my car since they were misleading and they would not allow me unless they had there $100.I went in and paid $102.17 with my debit card took my car and left. I'm using my son's car because my car broke down and im left with no car. Working hard and trying to fix my ** so i can commute to work and back without the fear of getting heart palpitations is not much to ask.Now I'm $120 shorter with no ** because of unethical people that try and take advantage of others. I think is unfair.

      Business Response

      Date: 07/03/2024

      Hello, please see attached BBB response and invoice. Thank you! 
    • Initial Complaint

      Date:06/21/2024

      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.
      On Monday, June 10, I took my ****** CH-R to Kerry's Car Care for a transmission flush. This was routine maintenance as suggested by ******. I picked up my car later that day and drove it home (1.4 miles). When I drove it to work on Tuesday, I noticed the transmission slipped on my way to work. On Wednesday, I again noticed the transmission slipping and making a noise. I called ******* and spoke to the General Manager, who was very rude and said the problem sounded like a power steering issue. (I grew up around mechanics and know about cars and when I am being talked down to) I knew there was a good chance the transmission was low on fluid and I took the vehicle back to *******. The nice gentleman behind the counter said there was nobody qualified to look at a transmission and that they would keep the car overnight and have it looked at in the morning. On Thursday, I again picked up my car and was told they could not find the problem, but they completed another transmission flush to fix the problem. When I drove the car away, I immediately noted the same issue. I took the car to *********************** ****** and explained the problem. On Friday, June 14 they advised the transmission was "extremely low" on fluid and the whole transmission would need to be replaced at a cost of $9,278.98. Before spending this kind of money, I towed the vehicle to RC Auto for a second opinion. On Monday,June 17, I was advised there was one cup of transmission fluid in the transmission. They did not see damage that would require replacement of the transmission but advised the life of the transmission would be shorter due to being driven without fluid. They charged me $431.10. I went to ******* on Friday, June 14 and explained the situation.They apologized and advised me to call ****** at corporate for a resolution. I called on Friday and was told I would be called back Monday. Called again Tuesday, Thursday, and Friday, every time being told I would be called back, and still no call back.

      Business Response

      Date: 06/27/2024

      Hello, please see attached BBB response. Thankyou! 

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