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:10/20/2022

  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 paid $400 for a line to be run from the motor to the radiator. When I got home I checked the oil and there was too much oil in it. they shouldn't have been messing with that. There was oil on the underside of the hood that could have caused a fire.

  Business Response

  Date: 10/21/2022

  This customer brought his vehicle in for a massive oil leak, where the oil hose to the oil cooler at the radiator had popped and sprayed oil everywhere. It is nonsensical for the customer to question why we added oil. Of course we added oil, it was leaking profusely. Oil under the hood was caused by the leaking condition. We did offer to drain some oil, as it was filled to slightly above the full line, and we did so. The customer became very verbally abuse, cursing out my receptionist and manager with illogical complaints, saying we should never have added oil when he just brought it in for an oil leak. It would have been negligent to not top off oil in this case. We were not asked, nor did we perform a complete under hood detailing, as that would have raised the cost significantly. There was never any danger of fire.
  As always, STS stands by our reputation of conducting quality repairs for a fair price. I believe we lived up to that in this case. If there are any concerns, we are more than happy to hear them and offer solutions. We do not, however, expect our employees to accept abuse, verbal or otherwise.

• Initial Complaint

  Date:07/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my ** ***** ******* in to get a new water pump put on. When I picked up the vehicle it over heated almost immediately. I called the shop the next day after having to find alternative transportation to work and they said to bring it in. My car wouldn’t start so they came to towed it to the shop. After accepting responsibility Initially they completely changed their mind once they seen they caused the head gasket to fail. They wanted to charge me $2200 for an issue that was caused by then not doing the water pump job properly. I have a copy of the receipt and work was under warranty

  Business Response

  Date: 08/19/2022

  Thanks for the opportunity to respond. This is a situation we are well aware of, as this customers attempts to falsely accuse our business and scam for free service is well known. Rather than re-write and explanation, I will merely quote what was clearly written on his last service ticket, as it covers everything. 
  
  
  
  
  "CUSTOMER STATES THAT HE HAD ATTEMPTED TO REPLACE THE WATER PUMP BUT FAILED TO COMPLETE THE JOB. HE THEN BROUGHT THE CAR TO US, DRIVING IT WITH A BROKEN WATER PUMP AND WITH NO COOLANT IN IT. HE SPECIFICALLY REQUESTED A WATER PUMP REPLACEMENT. WE DID NOT DIAGNOSE VEHICLE OR MAKE ANY RECOMMENDATIONS PRIOR TO COMPLETING THE REQUESTED SERVICE. 
  AFTER THE WATER PUMP WAS REPLACED, WE TESTED FOR COOLANT FLOW, THERMOSTAT OPENING, AND FAN OPERATION. WE WERE NOT ASKED TO PERFORM A HEAD GASKET TEST OR ANY OTHER DIAGNOSTIC PROCEDURES. WE DID NOT DRIVE OR OPERATE THE VEHICLE, AS IT WAS IN A STATE OF DISREPAIR AND HAD NO COOLANT. THE CUSTOMER, HOWEVER, DROVE THE VEHICLE, FOREGOING A TOW, AND RISKING SEVERE DAMAGE DUE TO OVERHEATING
  
  
  CUSTOMER STATED AFTER PICKING THE CAR UP THAT THERE WAS AIR IN THE COOLING SYSTEM AND THAT IT OVERHEATED. THIS IS A CHARACTERISTIC SYMPTOM OF HEAD GASKET FAILURE, AS EXHAUST GAS BUILDS UP IN THE COOLING SYSTEM. HE DROVE IT OVERHEATING AND IT SUBSEQUENTLY WOULD NOT START. WE TOWED THE VEHICLE BACK AND CONFIRMED THE PRESENCE OF OIL IN THE COOLANT AND EXHAUST GASSES IN THE COOLING SYSTEM, CONFIRMING HEAD GASKET FAILURE.
  
  
  UPON EXPLANATION OF THE CIRCUMSTANCES, CUSTOMER BECAME BELLIGERENT AND VERBALLY ABUSIVE, HANGING UP AND CALLING BACK MULTIPLE TIMES TO SWEAR AND CURSE AT STS EMPLOYEES."
  
  
  STS stands behind our good customers and believes strongly in integrity and honesty. We can only wish that all of our customers did as well. This customer was offered a fair price on repairing the damage that was done driving his vehicle with no coolant. He responded very inappropriately. I do not expect my employees to put up with any abuse or threats from ANY customer. We will continue to be fair and honest in all our interactions.
  
  

  Customer Answer

  Date: 08/23/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: they didn’t do the job properly also damage was caused by them only putting water in my cooling system. Also when you replace a water pump you have to pressurize the system which they failed to do. My car overheated immediately and I pulled over and burped the system since they failed to pressurize it properly leaving air in the line. Called the next day and explained was told to bring it in. Car overheated again on way home from work once again from failure to fill and pressurize the cooling system properly. I changed the oil the night I picked up the car and there were no signs of coolant being mixed with oil. They don’t want to accept responsibility for the damages they caused. The service manager and I were very cordial with each other until he called me a scammer and I became rude.  They originally said they would pay to fix the damages I have a recorded phone call where he states such.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *****