Complaints

This profile includes complaints for New Concept Auto Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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New Concept Auto Service has 4 locations, listed below.

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  New Concept Auto Service

  9573 W 87th St Overland Park, KS 66212-4552

  
• 

  New Concept Auto Service

  6032 Merriam Dr Merriam, KS 66203-3164

  
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  New Concept Auto Service

  128 N Mahaffie St Olathe, KS 66061-3738

  
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  New Concept Auto Service

  4119 Bonner Industrial Dr Shawnee, KS 66226-2106

  

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:01/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to this specific car repair place at the instruction of an extended warranty that I had to cancel for misrepresenting their terms. The car repair place stated they need to fix a part and take apart my engine. The engine was filled with sludge. The car repair place stated that it was my fault, despite the car being a premium car and can only take synthetic oil and has a completely closed system. My transmission would also need to be replaced soon. This was not a surprise due to the brand of car. They sent a claim and estimate for costs for the engine problem. They provided a courtesy car that also had engine issues. They took almost a month to care for my car. When I get my car back they told me they fixed it, however the check engine light was still on and was giving the same error code. They refused to keep the car and told me to drive it. A few days later after driving the car I called to report that my car was functioning worse and that I was smelling oil. They told me to give it a few more days. I call back about a week and a half later with the same complaint, they told me to take it in. On the day I was planning to take it in the car completely died, the engine wont even turn over.
  They stated the car had total engine failure and blamed me. They refused to acknowledge the work they did or that they let me drive off without the issue resolved.
  They are now refusing to refund the work, refusing to fix the engine without charging me more. They are not acknowledging that they did anything for my car and blaming me for the lack of frequent oil changed.
  I am now without a working car and I am facing having to relinquish this car that they most likely made worse.

  

  Business Response

  Date: 01/31/2025

  Hi ******, after reviewing your situation, we can confirm the work we performed on your engine was done in line with industry standards. However, it seems there were pre-existing issues with the vehicle—particularly the transmission, which was noted by our team when you first brought it in. 
  
  We understand the car's condition and the frustration caused by the situation. However, I do want to emphasize that your warranty company did not cover the repair because your car was 37,000 miles overdue for required oil changes, which led to sludge build-up and other issues. It’s unfortunate, but we were not able to proceed with the warranty’s help due to these factors. We worked to keep you informed and offered the necessary repairs based on our findings.
  
  We are committed to working with you to find a reasonable solution, and are more than happy to discuss this further. Please reach out to us directly, and we’ll do our best to get this resolved in a way that addresses your concerns. Thank you for your patience, and again, we apologize for the inconvenience you've experienced.

• Initial Complaint

  Date:11/22/2024

  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.

  11/21/2024 paid $250 to fix heater. They didn't do what they said heaters not fixed still paid. They knew I was disabled with special needs blind grandson with low income and still the done us wrong they didn't fix anything

  

  Business Response

  Date: 12/23/2024

  Hello,

  We have contacted the customer directly and have reached a resolution with them.

  Thank you,

  J**** ******ll

• Initial Complaint

  Date:03/08/2024

  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.

  First, I want to say that I once was a happy customer of New Concept Auto (OP Location) I took a Audi there and they were prompt, efficient and communicated well. Something has changed and honestly it’s a nightmare and makes me question morals.
  My 2016 Ford F-150 has having a grinding noise come from the left front wheel well. It has been happening for awhile and I finally took it in, this time to the New Concept Auto – Bonner Springs office. From the very beginning it was all going very wrong and I should of pulled the truck immediately.
  
  2/7/2024- Brought the vehicle in and described the issue. ****** told me that she would get the vehicle checked in and would call me later with their thoughts. No further contact for the day.
  
  2/8/2024- Nothing
  
  2/9/2024- Call ******, ask if they have had time to look over the vehicle. Tells me she is unsure. I ask if she knows if the truck has been brought to the bay, she is unsure. RED FLAG- she is the service advisor. I call the OP location because I have dealt with them in the past and ask if I can transfer the vehicle to their location. The manager says he will reach back out. **** (Bonner Springs Manager) reaches out and tells me “That should of never happened”. And says he will take care of everything. Later he calls me and gives me a price of $1,015 for the bearing. I agree and pay. The part will need to be shipped in and so I pick up the truck.
  2/12/2024- I drop the truck off with ****. I ask him to drive with me so that we can both hear that noise I am describing. He agrees and we drive, luckily the truck makes the noise. I leave the truck with him.
  
  2/13/2024- Service is completed and I pick up the truck. While driving home the vehicle is making the same noise. I call New Concept and tell them that I will drop it off tomorrow.
  
  2/14/2024- Drop off car. Tell me loaners are unavailable. Fine, that’s all good.
  
  2/15/2024- Nothing
  2/16/2024- I receive a quote for a Transmission Flush. Wait, what? It literally had nothing to do with my truck. I call in and ask for ****, they tell me he will call back. Nothing the rest of day.
  
  2/17/2024- Nothing
  2/18/2024- Nothing
  
  2/19/2024- Make contact with ****. He tries to explain the transmission thing but is unable to and says he will have a tech relook everything over.
  
  2/20/2024- Nothing. Try and make contact with ****, receptionist says he is unavailable.
  
  2/21/2024-Nothing. Call Tech, say they are still trying to locate issue.
  
  2/22/2024- Nothing. I call and tell them I needed something out of the truck. When I go up there, tech tells me that there is a pump in the bumper that he believes could possibly be bad. Along with some hoses that were damaged. Asks for more time to test.
  
  2/23/2024- Nothing
  2/24/2024- Nothing
  2/25/2024- Nothing
  2/26/2024- Nothing
  
  2/27/2024-Nothing. I call up there. Mechanic hops on the phone and says it the hose issue. I ask for the quote and he says he will get with **** and ****** and I have them send it over. Nothing after that
  2/28/2023- Nothing. I text and they tell me they are testing the 4WD system still. I ask them when it will be completed, no response.
  
  2/29/2024- I call ****, I tell him that I want to pull the truck from them and come up with a discount on the price I had already paid, due to the issue not being resolved. I knew that I wouldn’t get all of it back but thought a discount was fair due to the situation. **** explains that he has already ordered parts and that he was going to take care of me, free of charge because that was the right thing. I cool down and agree to leave it with him. He agrees to give me a loaner vehicle.
  
  3/1/2024- Pick up loaner car.
  3/2/2024- Nothing
  3/3/2024- Nothing
  3/4/2024- Nothing
  3/5/2024- Nothing
  3/6/2024- Receive text from **** advising me that the vehicle is ready
  .
  3/7/2024- Arrive to New Concept to pick up vehicle. Unknown employee tells me that it will be $1,065.00. I tell her that I am already paid up and she tells me that is incorrect according to my system. She makes a couple calls, tells me **** will be back in an hour. I show up an hour and 15 min later, still not there. I tell them to call me when the are ready for me to pick up my truck and not charge me for what **** promised he would take care of. I see where this is going, and contact the Bonner Springs PD to see what is legal or not. About an hour later (this time, I am recording) I come back to the office, and **** explains to me that he is doing ME a favor by only charging me $765 for the work. I explain that he agreed to work on his dime because they charged me over $1,000 for work that did not fix the issue. Luckily, the conversations are recorded on their lines and I tell him to play back our phone call where he agreed to do the work. He tells me that he wont play it and to leave his office until the police arrive. The police arrive and listen to both my recording of my earlier interaction and that of the phone recording. They then tell me that their hands are tied because this is a civil issue. I paid the money to get my truck back.
  Don’t trust these people. They will not honor their word and will take a MONTH to do a very simple job. Video coming soon to ******* and Social Media near you.

  

  Business Response

  Date: 03/13/2024

  The owner was able to connect with this customer and a mutual resolution was reached.

  Customer Answer

  Date: 03/13/2024

  
  
  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:03/06/2024

  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.

  In later January of 2024 I had New Concept Auto Service replace a leaky seal in the rear differential of my 2016 *** **. The day after this work was done the rear differential experience a massive failure. I contact the Manager of this business and they recommended a contact their warranty company ( Technet) which I did ...to find a certified BMW dealer to deal with the issue. The service manager at this BMW dealership indicated the not enough fluid was likely placed behind the seal which lead to the failure of the entire differential. They took pictures and sent them to New concept Auto service as well. The dealership indicated it was going to cost $4,000 to fix this which I authorized because I was told by **** that they would take care of it. Fast forward almost a month later and no fair and equitable resolution is in site. I have called this business over a dozen times and spoken to **** and was told I would get a call back. I NEVER have received a call back and after each call I'm promised the same with no follow up. I'm looking for this business to stand by its poor workmanship. refund the $1,200 I paid them to repair the seal which they did incorrectly and reimburse me the full amount $4,000 of the cost of replacing the rear differential which was damaged due to their poor workmanship.

  Customer Answer

  Date: 03/08/2024

  This situation was successfully resolved with the business owner . No further action needed