Complaints
This profile includes complaints for Drive Automotive Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:08/15/2023
Type:Service or Repair IssuesStatus: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.
Dishonest charge, and dishonest repair estimate.Note that I have spent more than $3k across previous services by Pride and was satisfied.In this instance however, they acted dishonestly. My car overheated so I had it towed to Pride. *** called me the next morning to say they would start with a free visual inspection to look for the source of coolant leak. Then he called me back and said they needed to run diagnostics, which would cost around $100. I approved this. Then he called me back and said diagnostics showed that they would need to replace the water pump assembly, costing around $2200 for parts and labor.I found a shop that would replace the assembly much cheaper so I had it towed away from Pride. However the new shop noted that there was a "huge" coolant leak from a hose on the top of the engine, far away from the pump assembly. They sent me a video of the leak, which I'm happy to provide. So they replaced the leaking hose for $250 total, and the water pump assembly was fine, did not need to be replaced.So I was given a fraudulent charge for diagnostics, given that it was impossible to visually miss the leak. And then I was given a fraudulent repair estimate, given that the pump worked fine. I want a refund of the diagnostic fee of $99.45.Business Response
Date: 08/17/2023
Hello,
Please see attached BBB response and invoice.
Thank you.
Initial Complaint
Date:08/12/2023
Type:Service or Repair IssuesStatus: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 been trying to collect a paycheck since I had to leave because I was being evicted from my complex a month ago and Kerrys auto care has owed me a weeks paycheck that I have been trying to collect. They have faulsy acussed me of being intoxicated when I come in to collect my paycheck even though I dont drink and have been told to come back three separate times to fill out online work to get one week and one days paycheck. Im homeless and desperately needing this paycheck if you can help me?Business Response
Date: 08/14/2023
To whom it may concern
I have attached our response about this former employee direct deposit information.Thank you
Kerry's Car Care
Initial Complaint
Date:07/22/2023
Type:Service or Repair IssuesStatus: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.
July 21, 2023 One of the technicians there had told me as he was changing my oil that the the brakes needed some work. He quoted $1300 for all of the brakes to be replaced and said that it was possible to get just the front brakes done for $600. My fianc took it back today to get the brakes worked on and they told him it would be an extra $180 to get the brake fluid replaced (which for some reason was not mentioned when he quoted the price for the brakes). We ended up paying $816.78 for the entirety of the visit and as my fianc drove home, the car skipped 1st, 2nd, and 3rd gear, immediately going into 4th no matter what speed he was going. This was NOT a problem before we handed over the car. We had never had that problem before. When we called to discuss the matter, they insisted we bring the car in again.Business Response
Date: 07/28/2023
Hello,
Please see attached BBB response and invoices.
Thank you.
Customer Answer
Date: 07/28/2023
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,
*******************Initial Complaint
Date:07/19/2023
Type:Service or Repair IssuesStatus: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 on June July 16th 2023 I took my car up to service Street repair shop located on *************** ******** ******* and proceeded to have a AC system inspection for free as a part of one of their promotions when I took it up there I dropped it off at 7:00 in the morning they called me later that afternoon to come and pick it up and told me my car cannot read any codes because I needed to be programmed to my TPM module and I needed to take it up to *** so I said okay and went to go get my car when I went to go get my car it could barely start and it was doing all these crazy things that it never did before and when I proceed to tell them what was going on they said that they didn't touch my car and they didn't do anything to it so I talked to the mechanic and he said that they did do something to it they plugged it up but they reset some codes on it which they were not told to do and now my car is messed up also I called the police and made the police report the police were not trying to help me and that the guy up the front proceeded to sell the police that he didn't want me back up here so the police gave me a no trespassing and if I would come back up to ************** that I would be arrestedBusiness Response
Date: 07/21/2023
Hello,
Please see attached BBB response and invoice.
Thank you.
Initial Complaint
Date:07/14/2023
Type:Service or Repair IssuesStatus: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.
Invoice #***-26795 I brought my car in on 07/01/2023 for an oil change. On 07/03/2023, I noticed a puddle of oil under my car. The car has never had an oil leak before. I notified the shop the same day and brought my vehicle in for them to address the issue. After looking at it, they confirmed the existence of the leak, but say they did not cause it. They claim the leak had existed prior to their work. The oil leak was in the same area where the drain plug is, as they let me observe the underside of the car. I observed the service manager touch the drain plug and his finger was covered in oil. He then wiped it off on his pants afterwards and told them to drop my car off the lift. I asked multiple times how it could be a pre-existing leak when they did not mention it less than 48 hours prior when they were working on. He only stated because I did not ask them directly about any leaks, they would not alert me to it. The oil change comes with a 23 point inspection as well. I pointed out how they would have had to do additional observations, therefore, any observation should have been pointed out when I checked out. The invoice also includes no additional notes regarding the status of the car indicating no inspection was actually done which would support their claim that a pre-existing leak was factually there.The service manager indicated he thought I was lying, and told me to leave. His assumption was that because I was a new customer I brought a car in with a pre-existing leak and was looking to defraud them. This assertion holds no weight, if they truly thought I was doing this they would have pointed out the leak when I first brought it in. Afterwards on 07/05/2023, I brought my vehicle and original invoice to another mechanic and requested they perform a diagnostic and repair for the oil leak. Their report, alongside my original invoice have been enclosed. In part, the documentation clearly defines the improper job which was performed by Service Street.Total refund requested: $246.40Business Response
Date: 07/20/2023
Hello,
Please see attached BBB response and invoice.
Thank you,
Customer Answer
Date: 07/21/2023
Complaint: 20322697
I am rejecting this response because: shop did not review page 4 of my submittal which outlines improper torque used and no rubber seal used for oil plug. I would not have had to perform a second oil change had the shop performed it correctly to begin with.
Sincerely,
*******************Business Response
Date: 07/21/2023
Hello,
Please see attached BBB response and invoice.
Thank you.
Customer Answer
Date: 07/21/2023
Complaint: 20322697
I am rejecting this response because: the shop is blatantly ignoring my response and lying about what was observed. The shop had it on a lift and we both watched it drain oil. Your shop told me it wasnt your fault. The existence of a leak wasnt in question.
Sincerely,
*******************Initial Complaint
Date:07/10/2023
Type:Service or Repair IssuesStatus: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 7/7/23 during a drive from Scotts Bluff, ** to ******************** we started smelling diesel in our ******** ******** Campervan. On 7/8/23 we called many mechanics trying to find one that could work on it quickly. We first went to ********** at *************************************************** to have it looked at. When we got there they told us there was a miscommunication and they cannot work on ********. However, they were nice enough to look at it and tell us they noticed a small diesel leak from the return line. We then called this Service Street location and ******, the ** was extremely happy to help us. We drove to the location, parked in their lot and told them about the small leak which was previously barely noticeable to the eye. After about 2 hours of waiting we went to lunch. When we came back after an hour they told us the fuel return line was now completely severed and was spraying diesel fuel about 1 gallon per minute. Now you could see fuel on different parts of the engine as well as underneath the van. This was not the case before they looked at it.We had to get a hotel for the weekend while they waited for the part and we decided to read online reviews. There are many cases of them damaging vehicles or trying to overcharge/doing work without consent. Many call out ****** by name as being unethical.On Monday, 7/10 we requested a quote and were quoted over $700 for a part that only costs $80-$140. When we asked about the additional damage to the van and the significant up charge ****** basically told us to leave.Now we have to get the vehicle towed to another mechanic at my expense (hopefully insurance covers it), have additional damage to our property that endangers our safety and will cost more to fix.****** and this business tried to take advantage of us and extort us to make more money. They left us without many options and made it much harder to take my business elsewhere. They know how hard cases like this are to prove and take advantage of it.Business Response
Date: 07/14/2023
Hello,
Please see attached BBB response and invoice.
Thank you,
Customer Answer
Date: 07/14/2023
Complaint: 20298743
I am rejecting this response because I believe Service Street and in particular ****** and ***** knowingly and intentionally tried to overcharge me for service. They quoted me over $2,000 including $700 just for the part which they said they couldnt get until Thursday or Friday plus over 5 hours of labor.After declining, I went to a different mechanic who got the part on Tuesday and had the repairs done by Wednesday for $527.33 in total, labor being 2.5 hours and the part costing $233.10.
I understand that businesses need to make money and that a markup on parts is sometimes how they do that. But when the part costs less than $150, charging $700 without even disclosing the markup is simply unethical.
I also believe ****** intentionally disabled my vehicle as well to make it harder for us to go somewhere else. We drove it into their lot with a small, barely noticeable leak (aside from the smell), even after driving many miles and right after they look at it were leaking a gallon a minute. By itself I wouldnt assume anything, but combined with the quote, online reviews and my interactions with ****** its clear it was not a coincidence.
Because of the additional damage they cause that we had to wait over 3 hours for a tow at my expense (with roadside assistance insurance) which also caused additional damage to our rear bumper.
I believe ****** and *****, knowing we were from out of state, living in the campervan and unfamiliar with other mechanics in the area, tried to take advantage of us.
If you read their reviews on ****** and Yelp, this wouldnt be the first time either.
I did not pay them anything, yet Im still 100% invested in making sure no one else has to go through the experience I went though. Consumers need to be protected from ripoffs and scams. This is not how businesses or people should operate.
Sincerely,
*******************Business Response
Date: 07/18/2023
Hello,
Please see attached BBB response and invoice.
Thank you,
Customer Answer
Date: 07/18/2023
Complaint: 20298743
I am rejecting this response because this business and its employees ****** and ***** are unethical and their attempts to brush this off as no big deal and two parties simply deciding to not to business together is insulting.I believe they are aware of what they tried to do and are hiding behind a he said/she said argument because they know consumer protection laws around mechanics and car repairs are so weak.
They point to their warranty as the reason they up charge a part by 500%. Does that explain why they charge 5 hours of labor for a 2 hour job? Both of these business practices are unethical and should be stopped before they take advantage of more unsuspecting customers who just want their cars fixed.
The have countless public reviews from customers recounting being ripped off or charged different amounts for the same service. According to these reviews they have also rejected valid coupons and done work without approval.
****** and ***** should not be allowed to continue operating their business in an unethical and illegal way.
Sincerely,
*******************Initial Complaint
Date:07/04/2023
Type:Service or Repair IssuesStatus: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.
The work performed was not adequate to fix the presenting problems and, in fact, caused more damage to the vehicle. Kerrys car care was given multiple opportunities to fix their mistakes but failed to do so. The work they performed was negligent. Some of the faulty services include, but are not limited to, failure to restore vehicle to normal operating condition, properly check and fill required fluids (Zero transmission fluid present even after specifically asking **** if fluids had been checked and topped off prior to leaving the shop with the vehicle). Unfortunately, after allowing them to work on the vehicle for the second AND third time to re-do the work they had previously provided there were even more issues that arose including the same original presenting issues. After the initial work was deemed inadequate I was told there would be no additional charges for the services being provided and not to worry about it, but was charged an additional amount of $1,719.84 on 05/06/2023. This was on top of the original $1,422.33 paid on 04/21/2023. I was under the impression the vehicle would be back on the road after these services were performed. Come to find out the issues still had not been resolved and the vehicle is still inoperable. Additionally, I was told by Kerrys mechanic, *******************, that the mechanic who worked on the vehicle previously also provided inadequate mechanic services. That work was also performed by Kerrys Car Car at a different location on 10/23/2020, well within their 5 year/50,000 mile warranty. The total amount paid on 10/23/2020 was $4,632.36.Kerrys ******** responded to all of my complaints by requesting I bring the vehicle back (on multiple occasions) so they could fix their mistakes but each time they failed to do so.Business Response
Date: 07/11/2023
Hello,
Please see attached BBB response, invoices and DVI reports.
Thank you,
Customer Answer
Date: 07/24/2023
Complaint: 20273793
I am rejecting this response because:
To whom it may concern:
Im emailing in regards to complaint number ******** on behalf of ***********************. My name is *********************** and I am his wife. The complaint is about mechanic work performed on a **** **** Galaxie 500 car. Im requesting you reopen the original complaint to allow an answer to the business because most of their response was inaccurate and they omitted quite a lot of pertinent information. The reason for our failure to respond within the time frame allotted was due to Mr. ******** phone was lost or stolen. By the time he purchased another one and regained access to his email account the complaint had already been closed. He then tried to open another complaint in order to submit his response under the new claim. I will include his answer to the business in this email.
***************** response to the business is as follows:
To Whom It May *************** began your letter by referencing work performed on the vehicle while still in the previous owners care. However, I am not requesting any of that work be refunded. I simply added it to the original complaint to help further prove my point that Kerrys car care is not adequately trained to repair this vehicle(as stated by **** at Kerrys car care on Mariposa in regards to the work that was previously performed at the Lake pleasant location. Although at the time he didnt know the work was performed by another Kerrys location). You also mentioned the detail work performed but failed to mention the reason they had to do this. The reason is because while working on the car they somehow spilled or tracked oil inside the cab of the car; enough to fully saturate the custom carpet on both the front drivers and passengers side. They also were seen using windex to clean the exterior paint of the car. You also mentioned that on April 17 that Kerrys on Mariposa did an inspection and found the starter, solenoid, wiring issue, and flywheel were the problems but that most of this work was declined. This is not true. The vehicle was dropped off to fix the starting issue(which may or may not have something to do with the viper alarm), check and seal all leaks, and fix the convertible top. When Kerrys called to inform of the work that needed to be completed they did not say anything about a wiring issue, the flywheel, nor the shims. They simply stated the starter and solenoid needed to be replaced in order for the vehicle to start. I told them to do whatever needed to be done without any argument or quote needed because I just wanted the car to be in top mechanical condition prior to a car show it was entered in. I didnt even mention that the solenoid had been replaced just a week prior by a different mechanic. I assumed at this time they would also fix the previous concerns mentioned when I brought the vehicle in. They called to tell me the vehicle was ready to be picked up on 4/26. However, upon arriving at the shop I was told to wait in the lobby for **** to come and speak with me. So I paid the $1,422.33 bill and waited 2 hours for **** to speak to me. Finally, ********, asked me if anyone had talked to me yet. I told her no. She then told **** that I was waiting for him. I had never met **** before this point but he had walked past me in the lobby several times that morning without acknowledging me. When he spoke to me he said ..the car started last night but it wont start again this morning. So, we can get you a Lyft home and continue to investigate the issue. I agreed and again told them that I just wanted the vehicle fixed and to do whatever they needed to do to get it in tip top shape again. ******** apologized profusely and told me not to worry about being charged again. That they would take care of everything including throwing in a full detail before I picked it up. They called me a complimentary Lyft ride home because I had been dropped off with the expectation of being able to drive my vehicle home. I left the vehicle at Kerrys for the work to be performed. At this time they decreased contact with me and I had to call them every couple days to find out what was going on. First, on 5/3 I called and they told me it was an electrical issue having to do with the ground. Then, on 5/6 I called and was informed that it was not an electrical issue, it was in fact the flywheel. So, even though I was told there would not be any additional charges, I authorized all work to be done and paid the $1,719.84 bill over the phone. I was still under the impression that the previous issues of leaks and the convertible top had been addressed and fixed. On 5/10, in the evening, I was told the car was ready to be picked up. I arrived to pick up the vehicle and was greeted by **** who told me everything was now in working order. Before leaving with the vehicle I asked him if all the fluids had been topped off and everything had been checked to make it ready to hit the road. He said ..yes it had and he had personally had it checked to make sure. Upon entering the vehicle I noticed a very strong oil smell but was informed it was from the oil that had been leaked into the carpet of the cab. When starting the vehicle it took two attempts before starting on the third and made a horrible screeching/grinding sound and also sounded weak, to which **** said ..that was the flywheel and not to worry because it just needed to be broken in and the noise would go away on its own. So I left with the vehicle. While on the way home I had my wife following me in her own vehicle. I noticed almost immediately the car was shifting rougher than it had in the past and the smell of oil became a burning smell. My wife informed me she could see smoke coming from under the hood of the car. When we arrived home I checked the fluid levels and found there was zero transmission fluid in the vehicle. Praying more damage had not been done I refilled it immediately with the required 2 whole quarts. I also discovered loose wiring had been pulled from under the dash. My wife and I had personally checked, covered, grouped, and tied all the wiring and tucked it all back under the dash prior to ever bringing it to Kerrys. We had also installed an after market stereo prior to ever bringing it to Kerrys and we found that it had also been removed and pulled from the dash. When they put it back in they didnt actually install it back into the dash. They just set it in the slot at a bit of an angle so it was a slight angle but not secured into the dash at all. At this time I bowed out of the car show due to the weak start and terrible screeching sound because I was embarrassed to start it in front of people. This was not a slight sound. It was very loud, sounded very painful, and when it did finally start it was very weak and sounded as if it would die at any second. I called **** back the next day and told him my concerns. He again informed me the flywheel needed a break in period so just give it some time. On 5/16 the vehicle would not start. I reached out to the corporate office and was told to refer back to Kerrys. They told me to bring the car back in for an inspection to figure out the issue. I brought the car back in on 5/18 but was told they would schedule an appointment for the following Tuesday 5/23. On 5/23 I called to inform them I was uncomfortable having them work on the vehicle again and that I was looking for an alternate way to address the issues. They told me they didnt even have an appointment a scheduled for the car. After speaking with corporate again and trying to reach out to ******************************* personally as well as leaving messages for her with the corporate office, she read and ignored my requests for her to contact me. So, with no better solution available I agreed to bring the car back in one final time for them to inspect it and for them to clean up the mess they made inside the car. I called Kerrys and was told they would send the tow truck at 9am on 6/12. They arrived around 9:30-9:45am. After inspecting the vehicle they sent a text message with details about the work needing to be performed which included another new starter because the two they had previously installed were the wrong ones for the vehicle. The flywheel had more teeth and the starter it needed actually functioned in a completely different way than the two they had previously installed. They told me they had to order and build the part themselves. I found the part available already assembled and ready to bolt on at multiple parts dealers in ******* but was told by **** he had to order the part and it would take about a week to arrive. I agreed to wait as long as the car would be finished and available to be picked up by 6/23 because it was entered in another car show that weekend. On 6/22 I arrived to check the status of the repairs and was told everything was going as planned and the car was scheduled to be detailed the next morning and ready for pick up after noon on 6/23. In order to show me their progress I spoke to a mechanic they said was the classic guy that they had transferred in from another shop in other to work on my car. He sounded like he knew a bit more about classic vehicles and we had a slight increase in confidence that the car would actually be fixed this time. However, upon starting the vehicle, it started and ran fine. However when turning the key to the off position, the car would not turn off, or allow the key to be removed. Unable to stop the motor from running the mechanic had to manually unplug the motor forcing shut down. They told us they would figure out the problem and take care of it before we picked the car up the next day. At this time we again reminded them of the leaks (which they told us they already fixed) and the convertible motor(to which the classic guy mechanic told **** to make him a list of all the things that needed to be addressed because the convertible motor was never mentioned to him. The next day I arrived to pick up the vehicle. The convertible top still had not been fixed, the detail work was rudimentary at best(there was still wax around the side emblems that had not been wiped off or polished, the white walls on the tires were still black with smudges, the windshield was hazy with clearly visible wipe marks, there were black handprints on the white steering wheel, among other small details). The car ran fine on the way home. After arriving home I shut the car off to let it cool down before loading it onto the trailer to transport to the show. When starting it again about an hour later, it would not start but got stuck in the start position and continued to crank over and over. I had to run inside to grab pliers to disconnect the battery to get it to stop. Feeling defeated I closed the hood and went inside. I lost all faith in Kerrys mechanics to work on or even clean my car. I called Kerrys(and corporate) to let them know what was happening and they told me to go ahead and take the car to another mechanic for diagnostics. So, the vehicle was taken to a mechanic that specializes in classic vehicles. It was found that Kerrys car care cut and removed part of a wire that should have been connected to the starter solenoid. Thus preventing the vehicle from starting. Other issues found were multiple nuts had not been tightened (including the one connecting the power wire to the solenoid) and were left loose and just resting on their bolts. This, along with their failure to check and top up required fluid levels and lying about having done so (as previously mentioned: Confirming that the vehicle was finished and ready to be picked up and driven home and allowing it to be driven off the lot without any transmission fluid in the transmission even after ****************** specifically asked if they had checked and topped off all the fluid levels immediately prior to him starting the vehicle and proceeding to drive it home) shows a failure to perform even basic repairs by lacking to check their own work for completion before stating that the vehicle was finished and allowing it to be removed from the shop. This also shows a lack of concern for the basic safety of their customers, property, and other people on the road by stating the work they performed was complete and deeming the vehicle safe to drive when it was not.
Reviews on yelp and ****** have also been checked and it seems that we are not the only ones who have had experiences with Kerrys much like our own. Additionally, while checking those reviews, ****************** noticed some unusual activity on his ****** account. A five star review had been left under his name for Kerrys ******** stating he had a great experience and would recommend them to others needing mechanic services. However, he has never left any review for any company, especially a gleaming review of the mechanic that continuously failed to repair his vehicle. He was confused and upset over it so he immediately deleted the review. We do not know who posted it or how they gained access to his email account in order to do so but we cant think of anyone other than an employee of Kerrys that would do such a thing. But it should be noted that ******** was very adamant about everyone leaving a 5 star review for the company, as witnessed by my self when she requested a 5 star review be left by an Amazon delivery driver who did not even share words with any of Kerrys employees. He simply dropped a package off at the front desk and turned to walk out when the request was made. I know this is in no way proof that she was involved but it leads me to believe she may have had something to do with the hacking of Mr. ******** account for the reason of leaving a false review.
So, again we ask, that a refund be issued in the sum of $3,142.17 for money paid by *************************** for faulty repair work performed on his vehicle after he purchased and obtained legal ownership of it.
Sincerely,
***********************Business Response
Date: 07/28/2023
Hello,
Please see attached BBB response, invoices and digital vehicle inspection.
Thank you.
Customer Answer
Date: 08/09/2023
Complaint: 20273793
I am rejecting this response because:
We reject the business response because it is based on false information and lies.
It seems to me you do not understand this situation at all. You were not there and apparently have not even read through the documents or discussed any of this with someone who was there. Did I forget to mention we have videos taken and recordings of **** explaining to us some of the issues with the car. I also have on video the time when the vehicle would not shut off while **** as trying to show us what good work they had done on it the last time they had it there. Furthermore, We never declined the services you are referring to. In fact we werent even told about them before paying the initial bill. Kerrys seems to substitute a declined memo rather than actually speaking to the client about it if they dont want to do the work. ***** exact words when they called him with the first estimate was Yes, thats fine. Lets do it. I just want everything taken care of. All the leaks and everything taken care of and anything else that needs to be done, just go ahead and do it. I want to make sure the car is in peak condition for the upcoming car shows Ive entered in. How would you like me to pay? Do I need to come down to the shop or can I just go ahead and pay right now over the phone? Then he read his debit card information to them and they sent him the invoice, receipt, and inspection photos (with descriptions) they had taken earlier that day prior to beginning work on the vehicle. It seems to me they are lazy and would rather get paid to sit around rather than do any physical labor. More evidence of this includes when my wife brought her car in for an oil change, fluid top off, and tire rotation. They did not add any coolant to the car (which my wife had checked before and after bringing the car to them. She also watched them as they performed the services) and they told her they were unable to perform the tire rotation because they couldnt get one of the tires off and quoted her $200 to complete the rotation even though it was covered in the price of the oil change. She went directly to discount tire and they rotated the tires in about 2 minutes for free. No problems what so ever.
Shop: The customer claims that there wasnt transmission fluid present in the vehicle. However, per attachment, the shop notated that the transmission pan gasket was leaking fluid and the customer declined that **********************. During that service, the shop generally performs a fluid top off of: washer fluid, coolant, and power steering. Transmission fluid is not a fluid that we top off, especially when we advise that a leak is present
****: The reasons I brought the car to Kerrys in the first place were to find and fix the transmission leak (and any other leaks that were found), and diagnose and fix the convertible
motor and the starting issue that I assumed was due to viper alarm system. When I paid the first bill of roughly $1400 I was under the impression this was to fix all the issues that I had brought it in for. So when I arrived to pick it up and **** told me that there was a leak in the transmission pan, as if he was unaware that It was one of my main concerns when I dropped it off, I was a little confused. I also pointed out they failed to fix the convertible top motor or to even diagnose it at all and I have documented proof in the form of a video recording that shows us discussing our concerns about the vehicle with **** and what we wanted Kerrys to fix. After this video was taken and we picked up the vehicle we again found that Kerrys did not perform all the requested work.
You referenced the time I picked up the vehicle and I asked him specifically if they had checked the transmission fluid and other fluids because I wanted to make sure it would be ok to drive home. He assured me it was and that he had checked all the fluids, including the transmission fluid and oil, himself. However, immediately after leaving Kerrys the vehicle was shifting roughly and smelled strongly of oil and my wife could see white smoke coming from the exhaust so I knew there may be a problem. So as soon as I arrived home I checked the fluids myself and there was no transmission fluid whatsoever. Not even a drop registering on the stick.
As far as us declining the flywheel this is not true. The shop DID replace the flywheel and starter at the same time. I included the original invoices in the complaint. Upon picking up the vehicle it was making a terrible screeching and grinding sound when starting but **** told us it was just that the flywheel needed to be broken in and the sound would resolve itself. This coupled with a week start had me feeling like that couldnt be correct. It turns out Kerrys had installed the incorrect starter for the flywheel and needed to completely replace it again with one that functioned in an entirely different way. **** himself told us that they had made the mistake and even sent me an article and information on the correct type of flywheel and starter set up. So they had to order special parts and when they arrived they sent the tow truck to pick up the vehicle and bring it back yet again for them to replace the started for the third time and the flywheel for the second time. **** is also the one that said the previous Kerrys mechanic had incorrectly installed the valve gasket seals. And we never requested this work be performed free of charge. It seems obvious Kerrys chose to do this because they were very aware of the mistakes they had made with my vehicle and they were trying to satiate customers who were growing increasingly upset over their apparent lack of knowledge or time. **** also told us that yes they did indeed s**** up because when we originally brought the car in they did not have the proper time to look at and fix the vehicle so they pushed it to the side and got to it when they got to it. This is why it took them 3 and 1/2 months to work on something that shouldve taken a day.
Maybe you misread what I was saying about the reviews. What I said was, while I was looking at Kerrys reviews on ****** to see if anyone else had similar experiences with them, I noticed something strange. There was a beaming 5 star review under MY NAME! I certainly had never left Kerrys any review, much less a 5 star one. Then after my wife witnessed ******** requesting 5 star reviews from every single person who stepped foot on the property, including a delivery driver who had zero contact or interaction with anyone at all and then giggling about how she doesnt have any shame about doing anything and everything she needs to do to get those 5 star reviewsleft me feeling suspicious as to who had actually written that review under my name. To what purpose would anyone other than an employee Kerrys have of stealing my information to write a review for kerrys?
Ive since taken *********** to a machanic that is qualified to work on it and it was discovered that Kerrys had cut a wire going to the starting solenoid that brings power from the ignition to the starter. This wire was cut clean and left just hanging there. Because of this the vehicle would not and could not start because no signal was getting from the ignition to the starter telling it to start. The only reason it did start once or twice is because the wire had made contact momentarily by resting on the solenoid. Its assumed this was done by Kerrys the day before we picked up the vehicle after they finally installed the correct starter/flywheel set up. Which made that the 3rd starter and the 2nd flywheel they had installed in it since we initially brought it to them, contrary to what you said in your response. Lies like this that we have proof of in the documents you provided to us make your company extremely untrustworthy. As for the reason the parts failed; they failed because kerrys had installed the incorrect parts on the vehicle causing them to malfunction causing irreparable damage the then and requiring them to be replaced again. **** told us himself they did not understand what went wrong at the time and that he needed to do some research on the vehicle to find out. He said none of them had ever encountered this issue before and they had always installed these same parts on similar vehicles with the same classic *********** That tells me that out of a whole team of mechanics, not one of them has ever worked on a classic ********** before and were completely unaware and uneducated on how they function and how to perform repair work on then. Then he sent us an article about **********s having more teeth on the flywheel and how the starter mechanism engages with it in an entirely different way than a typical set up on more modern vehicles. This explained why the parts they had previously installed were incorrect which is why they had failed to perform as they should.
You have done nothing but lie about and omit the facts that we have well documented. And at this point we have lost all faith and trust in your company and its employees. You are engaging in I care treatment of your customers and taking advantage of people you think dont know any better. We also have more documented proof in the form of videos with audio recording of us discussing our concerns with the vehicle and **** explaining what work they had done and what still needed to be done. This video also documents the time the vehicle would not shut off while it was in the care of Kerrys and ***** response to the problem and his plan to resolve this issue. The video also shows another employee of Kerrys demanding **** write
Him a list stating all the services they were supposed to be performing on the vehicle due to **** again forgetting to relay such information to his employees tasked with working on the vehicle. He specifically states he needs this information in order to know what he was supposed to be fixing on the vehicle. He also calls **** out by asking I thought you said you had someone start the vehicle already.? It was apparent this employee was upset about the lack of instructions given to him. I also have other bedrooms, audio, and photographic evidence taken of the vehicle while in their care.
Since you have chosen to lie multiple times in your response to my complaints I have no choice than to pursue this matter in court. *** already spoken to my lawyer and hes confident we will win a case against you. Unless you issue the refund for the amount owed to us for money we paid you for faulty repairs your company performed on our vehicle we will instruct the lawyer to proceed with filing the correct paperwork to submit to the courts.
Sincerely,
***********************Business Response
Date: 08/11/2023
Hello,
Please see attached BBB response and combined invoices.
Thank you.
Customer Answer
Date: 08/18/2023
Complaint: 20273793
I am rejecting this response because:
Complaint: 20273793
I am rejecting this response because: the information contained in your response is innacurate and untrue. I never declined any services related to the flywheel/flex plate. Ive attached the invoices given to me by Kerrys car care. They replaced it twice; contrary to what you are saying. Im not sure where you are getting your information or how you think you can back it up. Because I have the paperwork for both. However the second time they didnt charge me because it was under warranty and had failed (and also caused the 2nd starter to fail) due to being the wrong part for the vehicle entirely. When I picked up the car after they finally installed the correct parts they did not have an itemized invoice ready to show me. She quickly scrambled to make me a quote for the transmission service. Rather than making an actual quote she wrote it up on the invoice screen and marked everything as declined so as not to actually submit as actual charges to the system. But still able to show me the estimated costs in black and white.
And agains, about the leaking transmission. I was so disheartened with the way the rest of the work had been completed on my vehicle that I was really hesitant about letting them work on it again. And I am extremely grateful I didnt after you made excuses as to why your mechanic would lie right to my face about having checked the transmission fluid when he obviously hadnt. I understand there was a leak and the fluid level is constantly changing. But your response to the that transmission fluid isnt one they typically check, especially when theres a leak is ridiculous. Its ridiculous because if a customer specifically asks if you checked/topped off or will check/top off the transmission fluid before they drive home in the car because they want to be safe, you dont tell them that you did indeed check and top it off just a few minutes prior, if you hadnt actually done it. That makes your response stating that typically you dont check or top it off irrelevant. The question was not what do you normally do.. it was did you you check and top off the transmission fluid on this specific occasion. The car never leaked that much that fast ever before and did not leak that much that fast after replacing the fluid either. That tells me he did not actually check the fluid as he said he did. In shock case he lied directly to my face. But why? The same as you are doing now when you stated I declined the flex plate replacement when in fact they replaced it twice because they first time they put a part on my car that was not compatible with it causing awful screeching and grinding, failure of both the flex plate and starter, and who knows what else. Then they replaced the starter for the THIRD time and the flex plate for the SECOND! please see attached invoices and remember the final invoice was actually an unfinished invoice to which she tried to add a quote so she marked the complete: work as declined only because the work was performed under warranty and she didnt want the prices to interfere with the quote for the transmission service that she wrote up on the same form.
Sincerely,
***********************
Sincerely,
***********************Initial Complaint
Date:06/27/2023
Type:Service or Repair IssuesStatus: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.
1. We originally took the car in to have the ** tested and repaired. They said we needed a new ** Compressor ($1,275) and a new ** Dryer ($377) as well as the ** system Evac and Recharge ($293). They did this work, and gave us the car back still not working. It actually blew cold air for a couple of minutes, and within 15 min was back to blowing hot air. We returned the car, which they agreed would be under warranty and they would take care of it. At that time, the mechanic said maybe it was the condenser.When we questioned if they misdiagnosed the issue and we paid for something we shouldn't have, they assured us that the condenser had to be working or it wouldn't have blown cold air in the beginning. They said the ** was under warranty and would repair it. So my first complaint is that I have no confidence that the ** compressor and dryer really needed to be replaced. When I asked, they could not provide any pictures of it before they fixed it or any proof of their diagnosis. 2. They determined I needed a new condenser and charged an additional $476.28 without contacting us, informing us,or requesting our approval for this charge.Business Response
Date: 06/29/2023
Hello,
Please see attached BBB response, invoices and permission signature.
Thank you.
Customer Answer
Date: 06/29/2023
Complaint: 20243174
I am rejecting this response because: as clearly stated on the receipt, no quote was provided, but I had to pay the $ 478 in order to get my car back. This charge was never quoted, nor did we authorize Service Street to perform that repair. I did sign the form saying that estimates and authorizations can be verbal, however this was never done. The shop informed us about the condenser after the job was done.When I dropped off the car, the mechanic did mention condenser, and when I questioned misdiagnosis the first time, they stated that if it were the condenser, it wouldn't have been cold for even 15 minutes, so that must not be the problem. Then later I'm told they replaced the part and I owe $478 for the work.
Also, I know the shop stated both in person and on BBB that they were charging us for the part only, and not the labor, however, we believe they just rolled the cost of the labor into one line item since the total is about what it would cost to have the work done elsewhere. Per websites: The cost to replace your car AC condenser depends on various factors, such as the type of vehicle, the location, and the labor fees. However, the average A/C condenser replacement cost range from $450 to $6501, with about half of that amount going towards the labor cost and the other half going towards the parts2. cost to replace a car condenser - Search (bing.com)
I would like to see some concrete proof that the compressor and dryer needed to be replaced. Whether pictures, a copy of the diagnostics report, something. When we were asked for support, we were basically just told "we're right, you needed to do both and we just didn't catch the condenser until later".
Sincerely,
*****************Business Response
Date: 06/30/2023
Hello,
Please see BBB response, invoices and permission signature.
Thank you.
Customer Answer
Date: 06/30/2023
Complaint: 20243174
I am rejecting this response because: you cannot keep claiming you advised us the repair needed to be done and what the estimate charge would be before doing the work when you didn't. Your call records will prove that you did not contact us with an estimated cost of repair at any point after we dropped off the car and before you called to tell us to pick it up and pay. Also, you still have not shown any proof that you did not misdiagnose the issue the first time.I have been a loyal customer since I moved to this area 5 1/2 years ago, and it's sad that this is how you would treat a customer. There is absolutely no excuse for doing work without customer pre-authorization, and now instead of an apology you are flat out lying regarding what happened. Call records from either your office or all of our phones would prove this.
Sincerely,
*****************Customer Answer
Date: 07/03/2023
Better Business Bureau:
I would like to reject the offer of Mediation for complaint ID ********.
Regards,
*****************
Initial Complaint
Date:06/21/2023
Type:Service or Repair IssuesStatus: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.
They lied to me on 6/15/2023! They sent me a coupon for an oil change + tire rotation and digital vehicle inspection for full synthetic for $54.95 + tax. Once I dropped off the vehicle they called a couple hours later and said the coupon doesn't cover the oil my car needs and said that the price would be $70. Since my car was already there I said "fine, go ahead". When I picked up my vehicle and looked at the invoice after paying, the oil change was over $80 instead of the $70 I was told on the phone, plus they did not perform the tire rotation.Business Response
Date: 06/27/2023
Hello,
Please see attached BBB response, invoice, permission signature and digital vehicle inspection.
Thank you.
Initial Complaint
Date:05/22/2023
Type:Service or Repair IssuesStatus: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.
So on Saturday, May 20th 2023, I bring my car in for a diagnosis and repair. The business calls and tells me I need to have my right front wheel bearing replaced, and they say the total should be around $1,200 and ask if they can get started working. I reply, "yes, but I'd like to recieve an itemized bill before I sign anything into action". So next, they sent me my itemized bill in the form of an email with prompts on each of the repairs asking me to either "approve" or "deny" the repair transactions. Once I realized the entire operation should cost no more than $500, I immediately DENIED ALL of the online transactions that evening. I wanted to pick my car up, pay the diagnosis fee and take my business elsewhere for the ridiculous pricing, but the business was closed on Sunday and I had to wait until today, Monday, to speak to any employees about it. Anyways, today I got a call from Service Street stating that my car was ready to be picked up and that they had gone on ahead with replacing the one wheel bearing even though I denied all of the repairs two days prior! When I told the man on the phone this, and that I didn't want to pay for something I didn't approve of, he said that because I denied the online transactions too late in the evening on Saturday, it was null and void. This doesn't make sense to me because if they started working on my car the next day, surely they checked their computer system and saw that I didn't approve of the repair. Anyways, the employee wouldn't back down and said that all he needed was my "verbal confirmation in the *****************" which he claims I gave to him on Saturday. He's referring to when I asked for the itemized bill! Now they're holding my vehicle unless I pay them and I don't know what to do. If this information helps at all, my vehicle is a 2011 white ****** Camry LE. All I want is to not have to pay this bill that I never approved, to get my car back, and take it somewhere else if possible.Business Response
Date: 05/26/2023
Hello,
Please see attached response and invoice.
Thank you.
Customer Answer
Date: 05/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and although the business failed to mention they broke the law, I find that this resolution is satisfactory to me.
Sincerely,
Chance Vilcan
Drive Automotive Services, Inc. is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.