Complaints

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

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  Drive Automotive Services, Inc.

  4255 Wade Green Rd Ste 420 Kennesaw, GA 30144

  
• 

  Service Street

  2039 Scenic Highway 124 Snellville, GA 30078-2680

  
• 

  Service Street

  21845 E Quincy Ave Aurora, CO 80018-3155

  
• 

  Service Street

  19601 Hess Rd Parker, CO 80134-3491

  
• 

  Service Street

  11965 Lioness Way Parker, CO 80134-5302

  

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:03/13/2024

  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 went in the other day to get my Jeep looked at because it was overheating. They charged me $200 to Diagnose it and charged me an additional $350 to resolve the issue. After they claimed to have fixed the problem the technician suggested I also replace the thermostat for an additional $700. Before I refused, I confirmed with the technician that the thermostat was not causing the issue. That replacing the sensor solved the problem. He said yes. As I was driving home for the day my Jeep began to overheat once again. It did not solve the issue.I took the Jeep back the following day and they were no help. The technician said we have to go to the next step and replace the thermostat. I refused and decided to take it somewhere else. They work As if they just fix things hoping it resolves the issue and if it doesnt they just move on to the next thing like its a guessing game and charge you every step of the way. And to top it all off, I requested an oil change during my initial visit and they did not complete it.

  

  Business Response

  Date: 03/19/2024

  Hello,

  Please see attached BBB response and invoices.

  Thank you, 

• Initial Complaint

  Date:03/05/2024

  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.

  On March 5, 2024 I wanted to get my valves adjusted on my ***** Accord because it was making noises. I look online and found this company. I went down and explained to them of my situation and I was told to get a diagnostic first to save money until they could pin point what the problem was. I agreed. I waited around for about 35 minutes until the diagnostic was done, and I was told that it did in fact sound like a valve adjustment issue. I left and told the service guy to call me if they found anything else. I got a phone call a while later, and the service guy told me that it was more than just the valves. It was multiple issues in which then he quoted me around 9000. dollars. I declined that service. When I went back to get my car, the service guy told me that they were not able to adjust my valves, the main reason why I went there and that they did change the engine valve cover gasket, fuel injection plenum gasket, changed the oil filter and engine oil pan gasket. I asked the service tech how much did it cost to change the gaskets and oil. He replied ******* plus tax for a grand total of *******. I was taken back and said what. I looked at the receipt and noticed that I was charged ****** in labor. This is absolutely ridiculous and this is why I am filing a complaint. My car was not even there at the location that long and the job was not even done that I expected. The whole reason for a visit there was to get my valves adjusted. I left there with a ******* payment for not what I wanted done and the service guy telling me that If I wanted to sell my car, a couple of techs would buy it and repair it.

  

  Business Response

  Date: 03/11/2024

  Hello,

  Please see attached BBB response and invoice.

  Thank you. 

  Customer Answer

  Date: 03/14/2024

   
  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:03/05/2024

  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 have a 2002 Jaguar that needed to be repaired and it was not drivable. I had one tow left with AAA so I called Elite Auto Repair and I have explained the problem and I asked them specifically if they could work on a Jaguar. I was told that they had a specialist who works on European cars who would be in 3 days later on Tuesday and to go ahead and have it towed in. So I did. I went in on Tuesday to see how it was going and I was told to remove my vehicle that they could not work on it and if it was not removed in the next few days it would be towed. I am a single father of 4 and I used my last free tow to get it there and now I had no money for another tow. Well without another word they had my car towed to an impound lot being charged an outrageous amount of money that I cannot afford they refuse to tell me where my vehicle is and at this point I dont know what to do as I am in danger of losing my vehicle.

  

  Business Response

  Date: 03/11/2024

  Hello,

  Please see attached BBB response.

  Thank you, 

• Initial Complaint

  Date:03/04/2024

  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.

  March 4, 2024. I have been overcharged and charged for services I did not authorize. I brought my car, a 2012 Jeep wrangler to Pride Auto Care, ********************************************, for minor work.1. I asked for an oil change that they advertised for ***** 2. I asked for them to check the rear passenger door hinge that was sticking and fix it 3. I asked them to check the "check engine light" that I was told was due to a thermostat that was not sending properly and they told me it was common in this jeep 4. I asked them to loosen a lug nut on the rear spare tire mount that was on the exterior of the rear door I told them I had an extended warranty from ************** Service Contracts and they told me they can do the work and have the warranty insurance pay for the diagnostic work they would do and the repairs. They told me they do this all the time. Then when I left the car with them for three days, they told me on day three that they were told the insurance would not pay for the repairs, and they would pay if the work was done at a Mopar repair shop or dealership. I would up paying ****** for minor work and diagnostic fees. I feel they misrepresented to me about being able to do warranty work, and then charged me for their diagnostic work and not being able to collect from the insurance company. I feel they overcharged me for $357.87 I feel they are taking advantage of me, and recommending services that are not needed, and are unethical in their business practices.

  

  Business Response

  Date: 03/11/2024

  Hello,

  Please see attached BBB response, invoice and digital vehicle inspection report.

  Thank you, 

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21384446
  
  I am rejecting this response because:

  When I  brought my jeep into the repair shop, I was told they would do an independent diagnosis of the check engine light, but I had told them I already was told it was a faulty thermostat from a previous diagnosis I had had done previously on the road when the check engine light came on. they said that the diagnosis fee would be added to the repair bill when the insurance company paid for the repairs, and that is what they do all the time for these extended warrantees.  I had given them my complete warrantee  policy paper work at that initial time for them to look at and do the repairs.  I feel that charging me for the diagnosis fee is unwarranted, as the shop made the determination to do that work, and had the information on the extended warrantee in their hands to check and make sure the work was covered.  

  The billing sheet I was given stated that I had metal on metal on my brakes and needed all four wheel brakes replaced, but this is incorrect and represents unethical solicitation of unnecessary work on unwary customers.

  I think a billing adjustment is needed to make this problem tolerable for the customer.  Billing adjustment for the diagnosis of the "check engine light" as well as for the sticking rear door hinge that should not have had any work done on it when the repair shop found out that the work would not be covered by the warrantee policy.

  Paying for the oil change, and the loosening of a stuck bolt stud on the spare tire is all I should have to pay for in my estimation.

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

  

  Business Response

  Date: 03/15/2024

  Hello,

  Please see attached BBB response, invoice, and photos of rear pads and rotors. 

  Thank you, 

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21384446
  
  I am rejecting this response because:

  the Repair shop is being unreasonable with their efforts to rectify this problem with excessive billing   It was their responsibility to contact the warranty company before the excessive charges were done and billed to me   The repairs were not done   The rear door was left with unattached hinge wiring and tools were left in the vehicle   ******* change was billed at not the advertised price and I had to point that out to them   I never asked them to check my brakes at all   They were hoping to prey on an unsuspecting client   They are in need of a continued poor review of their service and a poor rating with the BBB

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

  

  Business Response

  Date: 03/25/2024

  Hello,

  Please see attached response, digital vehicle inspection and invoice. 

  Thank you. 

• Initial Complaint

  Date:02/28/2024

  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 2/26 I dropped off my 2015 ******** **** for and oil change and brake replacement, my charges exceeded $2,000. Not a problem I was wiling to pay that amount for good service. I was told they did not have the brake in stock and would need to keep overnight and the car would be completed next day and ensured my car would be kept in the garage. On 2/27 I returned to pick up my vehicle only to discover my nephews ******** Switch which was left in the back seat mistakenly was missing, 2, 2 dollar bills that were in a wallet in the passenger door were not gone as well. I immediately asked that staff return these items as my nephew is ******** and uses the ******** daily for educational purposes. In speaking with **** it was clear no one was going to take accountability, I was told there was cameras however only the **************** could view. I was also told, it was possible a door was left open when the car was complete and left outside. I then contact *************** to file a report, again not much they can do. I was not treated with empathy or understating from staff, I am not looking for money I just desire my ******** Switch back so that my nephew can communicate . I have not received a call back from ****************.

  

  Business Response

  Date: 03/06/2024

  Hello, 

  Please see attached BBB response and invoice. 

  Thank you. 

• Initial Complaint

  Date:01/01/2024

  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.

  I went to this business when I was having a lot of car problems and heard about ***** car care plus it was the nearest spot I could take my car to. Basically they fixed my car but every time I got it back from them a day later my engine light would come on. So it got to a point they told me to go to *** ********** so they can remove the codes, but when I got to *** they told me thats not their problem thats for them to fix because I guess they kept giving the wrong radiator. When I went back to ***** they swore they fixed my ******* was good till my car was having problems again. So I took their advice and I went to *** to see what the real problem was and basically they told me everything they did on my car was all misplaced with the wrong parts and everything need to be replaced, the funny thing is *** only changed me **** for the fixed when the other company charged me way more by like **** more. When I told them everything they did was wrong they tried to pull the you went somewhere else and wasnt trying to either give me my refund or cancel the payments cause I wouldve been cool the other way, but instead they are still trying to take money out of my bank and is ruining my credit score, in my honest opinion I dont even think he called to see if I could get my refund because after he told me he was I never got a call back or anything from that place. And also when you look at the reviews online they all are poor reviews. What I uploaded on the imagine are all the problems that was wrong when I took my car to *** to see what the REAL problem was.

  

  Business Response

  Date: 01/03/2024

  Hello,

  Please see attached BBB response and invoices.

  Thank you. 

  Customer Answer

  Date: 01/03/2024

   
  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,
  
  *******************

  Customer Answer

  Date: 01/03/2024

  I took the car back after they fixed it about 7 times before they were talking about charging for the work they didnt get done. This caused me to miss work at the ***************** made everything stressful and tried to tell me I should be still okay driving w the engine light on just wait for it to go off or delete the code. When really everything needed to be fixed again.

• Initial Complaint

  Date:12/26/2023

  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.

  In February 2023, I had contacted Kerrys ******** because my car broke down, they said they would have my car towed into them and take a look at it.A few hours later, the business called me back and told me the issue was with the wiring harness going to the electronic fuel pump located in the gas tank. They also told me they would need to order the part. I agreed to the repair. Almost a week later the car was fixed and I went to Kerrys ******** to pick up the vehicle and paid them $772.25 for the repairs and towing costs.About a month later, my car stalled out again and assumed I would need a new fuel pump, I opened up the fuel pump area of the car to replace the fuel pump and noticed the wiring harness the shop replaced had a wire that wasnt connected, I took the car back to the shop, told them about the fuel pump and the wire as well, they said they would check it out. A couple of days later they told me the car was fixed. Went again and picked up the car, this time there was an issue with the door handle being broken on my driver side door, went back inside immediately and talked to the manager of the shop, they agreed to fix it at no cost to me but would have to order the part. I agreed and questioned them about the wiring harness they originally replaced, the manager advised there wasnt any issues with it.Over the summer, I had the same stalling out issue occur again with my car. Kept taking the car to mechanic after mechanic and no one could figure out the issue, I recently took the car to another repair shop and they advised me it had to do with the wiring harness going to the fuel pump. The wire which had never been connected to the fuel pump by Kerrys ******** was the issue with the car the entire time. Kerrys was contacted and still no resolution has been made by them. In fact, I dont get any phone calls back from them or their corporate offices.

  

  Business Response

  Date: 01/02/2024

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

• Initial Complaint

  Date:12/04/2023

  Type:Product 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.

  Dealt with Kerrys ******** for months concerning a faulty gas gauge. They kept taking my money, but never fixed the problem. I finally had it and filed a complaint with the small claims court. The court ruled in my favor. Since I hadnt received my money from Kerrys I called the court. Coincidentally Kerrys had called the court shortly before I did. The lied to the court claiming they had tried to get ahold of my. The have my phone number, email address and the change of address I hand delivered to them. They are, my their actions, refusing to pay me the amount I was granted by the court. On top of the $3104.38 they now owe me interest.

  

  Business Response

  Date: 12/05/2023

  Hello,

  Please see attached BBB response. Thank you!

  Customer Answer

  Date: 12/05/2023

  They havent been the most trustworthy.  Can I wait until I actually receive the check to accept their response?

  

  Business Response

  Date: 12/07/2023

  Hello,

  Please see attached BBB response. Thank you!

• Initial Complaint

  Date:11/21/2023

  Type:Product 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 disrespected, humiliated victimized by an employee. He's bald, white and wears glasses.

  

  Business Response

  Date: 11/27/2023

  Hello,

  Please see attached BBB response.

  Thank you. 

• Initial Complaint

  Date:11/09/2023

  Type:Sales and Advertising 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.

  I am requesting a refund of $305.36. Kerry's Car Care, **** incorrectly installed a serpentine belt. I had the serpentine belt replaced only a couple thousand miles later by a ****** dealer, per their independent inspection. Per Kerry's Car Care, **** warranty policy, they offer 5 years and a 50,000-mile warranty.

  

  Business Response

  Date: 11/15/2023

  Hello,

  Please see attached BBB response and invoice.

  Thank you.

  Customer Answer

  Date: 11/15/2023

   
  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,
  
  *********************************