Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2024

  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 06/17/24, I went to Palmer Tire and Auto Service to find out what was wrong with my car, because it kept not starting.
  The man at the front desk made me an appointment for 06/24/24.
  On 06/24/24, I took my car to Palmer and was told that my starter was going out. I agreed for them to replace. When they were finished, I paid $469.01 and left.
  When I started my car, I heard a weird noise, like what you hear when you go to start a car that is already running. At first I thought nothing of it, but it happened every time I started my car.
  Around 06/28/24, I took my car back to Palmer and told the man at the front desk what was going on. He goes out to start my car. Giving what I had told him, he slowly starts the car and stops as soon as the car starts so that it wouldn’t make the noise. I told him what he did. He tells me that I’m turning the key to far. I told him that that’s not true. I’ve never had that problem in all the years that I have started my car or any other car. I also told him that you can only turn the key far enough for it to start. The key should not continue to turn past that point.
  He starts to argue the point. I told him that he was wrong. Then I got in my car and left because I was not going to argue with him.
  Later, I told a few guys that I know about the situation, and they agreed with me and said I should take the car back and have them fix it.
  I am a 67 year old woman and I was not going back there and argue with that man.
  I want Palmer Tire and Auto Service to fix my car OR give me my money back so that I can take it somewhere else to get it fixed correctly before more damage is caused.

  Business Response

  Date: 07/10/2024

  On June 24, 2024, we successfully replaced Ms. ********** faulty starter without any issues. On June 28, 2024  Ms. ******** returned, mentioning a grinding noise during car startup. Together, we inspected her vehicle and I personally started it three times in her presence, each time without any grinding noise occurring. However, when Ms. ******** started the car she continued holding the key in the start position even after the car had started, which inevitably causes a grinding noise in any vehicle.
  
  I made efforts to explain the correct procedure of releasing the key immediately after the car starts, as I demonstrated.
  
  Ms. ******** insists she starts her car as usual and believes there is a mechanism that disengages the starter after the car starts, which is not the case. The most plausible explanation is that her previous starter was weak, requiring a longer turnover time before starting. With the new starter, the engine turns over quickly and starts almost instantly upon turning the key.
  
  There are no issues with the starter we installed or with the quality of our work.
  
  Continuing to hold the key in the start position after the car has started can potentially damage the flywheel and starter teeth.
  
  As indicated on her invoice, we provide the Napa Peace of Mind Warranty for two years or 24,000 miles, along with a toll-free hotline. Ms. ******** is welcome to contact Napa, explain her concern, and they can guide her to another Napa Autocare Center for re-evaluation.

  Customer Answer

  Date: 07/15/2024

  Today, 07/15/24 I contacted Napa Peace of Mind Warranty, per Palmers suggestion. 
  I spoke with ***** (reference #******) ***** said that I need to return to the original place of repair if it’s within a 25 mile radius, which it is. He also said that they have no control over what a independent shop does. 
  My first step in resolving this issue, WAS to go back to the original place of repair.

  Maybe there’s an unseen malfunction in the starter they replaced for the old one, I don’t know. However, I need HELP, suggestions or something.

  Business Response

  Date: 07/20/2024

  I have contacted Napa warranty 7/19/24 to find out if ***** ******** had contacted them about the starter issue and if they were able to direct her to another napa center to verify the starter operation.  They told me they were unable to recommend another shop because she was less than 25 miles from our facility.  This is not what my Napa sales rep told me would happen.  I would like to suggest if ***** ******** would stop by the shop again and I can video with my phone me starting the car and then her starting the car, she can see how quickly I release the key from the start position compared to her.  I was hoping that if another shop started her car without issue maybe they would be better able to explain to her that the key is being held in the start position too long causing the starter to stay engaged in the flywheel after the car has started causing her noise.  

  Customer Answer

  Date: 07/25/2024

   I am rejecting this response because:

  Please see attached document. 

  I would first like to say that I can’t understand why this company (Palmer Tire and Auto Service) is not doing the right
  thing for their customer.
  The starter in my car was purchased and placed in my car by Palmer. The starter (which is a faulty one) is still under
  warranty. There is something in the mechanism of the starter that is causing it to not function correctly.
  I took my car to another car repair shop, and this time, I DID NOT tell them what the problem was like I told the man at
  Palmer. Instead,
  I asked them if they could start my car. They wanted to know what the problem was. I told them that that’s what I was
  trying to find out. The guy started my car, and sure enough, it made the same noise that it makes when I start it. While
  talking to the man at the other shop, he said it was a faulty starter and me starting the car has nothing to do with it.
  Even though he verbally told me this, he didn’t want to give me a written statement. I have also had different friends
  and family start the car, all with the same results as when I start it.
  I’m sure none of the mechanics in this area would give me a written statement, because they probably all know each
  other. If I have to drive (yes, I can drive and start a car) out of town to get the proof about the starter that was put in my
  car, I will.
  
  Thank you,
  *****