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:01/30/2025

  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 am filing a complaint on behalf of my elderly father-in-law, ****** ********. On October 16, 2024 Mr. ******** took his care to be serviced at Meineke ******** 2267 at ********************************************. Meineke removed & replaced the radiator, removed & replaced the Engine Coolant Thermostat, removed & replaced the water pump and flushed the coolant system. Apparently, the staff advised Mr. ******** to apply for a Meineke credit care to pay for the work. Mr. ******** didn't recall agreeing to the credit card but his signature was on the paperwork. I spoke with ********* ****** the service advisor on the phone trying to figure out what was going on. She told me that "she could tell he was confused" yet tried to assure me that they were not taking advantage of his confused state. It was the end of the day so we took the car and it broke down two days later. The car was taken back to Meineke, they did not repair it, it was then towed to AutoNation where it remains to this day. Now my father-in-law is paying a credit card bill for repairs that did not last. No one seems interested in resolving this issues so we are hoping that the BBB is able to help us. My father-in-law is on a fixed income and is without transportation since October. He had a warranty on the vehicle which is also not being honored for some reason so I'm also filing a complaint against ***********.

  Business Response

  Date: 01/31/2025

  Mrs. ********,

  My name is ****, The District Manager for the Meineke that Repaired this vehicle. You have a 12 month, ****** mile warranty, nationwide that covers the repairs that were made on your fathers vehicle. We would be more than happy to see what took place, at not charge of course! As to the costs and payment, The extend warranty company only covered a little over ****** of these needed repairs, and we are not in the habit of making anyone sign anything they are not fully aware of. Again, I would be happy to assist in any way I can! Please email me at ********************************************************** so we can get this car back on the road!

• Initial Complaint

  Date:10/16/2024

  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.

  hen I went to the shop on 8/5/24 I was told of possible repairs needed. It was late in the day so I scheduled an appointment for saturday. I was told to put a downpayment for parts and pay rest later, so I did. I was told to pay $333.99 to order the parts. Later that day I realized it would be best for me to trade/sell the car. I called the same day to let them know I no longer needed the parts but it was too late, the shop was closed for the day. I called the next day and spoke to someone ( *****, I think is his name) . I explained I would no longer be needing the parts and explained the reason, but at this point he told me I signed a contract showing the fee was non refundable and to look at the paperwork. I explained to him I was not given paperwork, only paperwork given was in regards to issues found . I tried to explain I was never made aware of fees not being refundable. He said there is nothing I or he could do and the only option was to come get the parts. I then asked if I came to get my parts could I get a detailed invoice so I can return parts myself and get my money back that way? At that point he said NO, the shop does not know where the parts come from and has no idea where to return and to dispute with my bank. The reason for my email is to seek help. I feel I am treated very unfairly. I have been going to your shop for a few years now and have never ever had any issues until now. No one told me I was signing a contract with non refundable payment. All I was told I was paying for parts I would need for a future repair. All I am trying to do is to see how I can get my money refunded.

  Business Response

  Date: 10/17/2024

  To all Concerned, 

  My Name is **** ******, District Manager  for meineke car Care. I have sppoken with this customer, and to the Crew present on this day. We have a very clear policy on deposits, with signs posted in our lobby, as well as notation on the invoices and estimate, that deposits are non-refundable. The customers estimate, which was signed by her has this statement on it:

  Customer has left a deposit in the amount of ($333.99) by (****** ******), customer was informed that this deposit is non refundable even if they decided to not get the work done the deposit cannot be refunded . The customer understands and agrees to these terms by signing this invoice.

  Unfourtunatley, there is noting further we can do here.

   

  Customer Answer

  Date: 10/17/2024

   
  I am rejecting this response because: They keep saying they told me it fee was non refundable and that is a total lie. The mechanic told me to put a down payment to buy the parts and when I went to the lobby the person had me tap my car and told me where to sign. I was NEVER told verbally or directed to look at my paperwork showing their policy. When I called store back and asked to get a refund and was told no I then asked if I could get a detailed invoice of all those parts so I could return them myself. I was told NO. I was told they don't know where they get their parts and where to return them but to feel free to come get them. All I am trying to do is be made whole. If I can not get a refund then I think s fair for them to give me those parts with details of what they are and how each part is and where they were purchase so I can return them. This totally unfair on their part.
  
  

  Business Response

  Date: 10/18/2024

  Again, it was on the document you signed, **** we have signs posted in clear view in every one of our stores. 

  Customer Answer

  Date: 10/21/2024

   
  I am rejecting this response because: again I don't feel.I am being treated fairly. No one ever mademe aware parts were non refundable. How do I pick up the parts I am being charged for? And will there be a detailed receipt for the cost of the parts?
  
  

  Business Response

  Date: 10/21/2024

  Again, we have signs posted in the lobby, and you signed a document stating you had a full understanding that deposits are not refundable, and it was highlighted in the comments section at the to of your invoice. 

• Initial Complaint

  Date:07/30/2024

  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 7/12/24 I drove my car for a vehicle health inspection, there was a knocking in the engine. They offered to work on the car. I declined. I believe the oil pan drain plug was removed and not replaced. Because as I drove off all the oil leaked out the car immediately. I put oil in the engine and it leaked out immediately. I cant drive the car due to the car not retaining oil. I want Meineke to **** the car and see if they did not replace the drain plug. And if the plug is missing I would like for them to replace the plug.

  Business Response

  Date: 07/31/2024

  Good Morning! AS to this complaint, this vehicle was seen but no work was performed. all work was declined. we also have pictures of the drain plug prior to svc, which is firmly in the drain pan. the customers was sent a digital health inspection on the day of service that clearly shows this. This vehicle needs an engine, and the car was leaking oil and knocking prior to srvice. the oil had metal saprkes on the dip stick due to internal damages.

• Initial Complaint

  Date:02/09/2024

  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 Friday Feb 2,2024 my car had a false reading of overheating I had already had the vehicle inspected and was told it needed a sensor replaced and a thermostat. I had a warranty on the thermostat sensor which is why I went to Meineke for the replacements. I had no other issues and was able to drive my vehicle. On Saturday Feb 3rd a manager called me and stated that I had a blown head gasket ( which I knew was incorrect) I asked for the proof of the test they performed to confirm their diagnosis I was told they didnt have it. I declined the extra service and informed them I only wanted the sensor and the thermostat replaced because the vehicle never overheated even though it gave the message engine hot/ac off I was informed the thermostat had just come in around 4:30pm and the vehicle will be ready by Monday by noon. on Monday Feb 5th I called and asked for a update on the vehicle at 11:55am I was told they were still wanting on a part because they needed a gasket for the thermostat because they couldnt use the old one and that I also needed a new radiator because it now has a crack in it and motor because it completely blown. I informed them they couldnt b try because I had no coolant leaks prior to bringing the vehicle there and no motor issues On tues Feb 6th I was informed they needed *** holes because the cracked it. I called later to check the status I was told the car was ready the just needed to add coolant . Upon picking up the vehicle the tech informed me the check engine light might still come on and to jus turn the car on and off and it will go away. That his findings was not enough to confirm I actually had a blown head gasket. Soon as I started the car the temp gauge went to high immediately the car was no longer drivable. The car started to knock, shake, a message that now stated no engine oil, add oil now, and all the coolant came out i was told it was nothin else they could do and I had to get the car towed to another shop for more repairs

  Business Response

  Date: 02/10/2024

  This customer came in, and our initial test results showed combustion material was present in the coolant. The customer has been sent an inspection, showing the results clearly. The customer stated she just wanted the warranty repair from the Meineke center in ********, and the thermostat that was not opening. The reason for the delay in delivery, was due to availability of a gasket for the thermostat. At the end of the day this vehicle was overheated multiple time BEFORE we ever worked on it, and the evidence is clear.

  Customer Answer

  Date: 02/12/2024

   
  I am rejecting this response because:
  The vehicle never actually overheated. The new shop has performed the same test and stated there is no gasket leak and no coolant leaks. However something has been put into my coolant system the material is constant with a coolant sealant( which Meineke stated there was a coolant leak in the radiator after bringing them the vehicle that wasnt there prior to) I didnt add coolant to my system before head because it wasnt needed the only work done to the vehicle was a tune up and oil change. ( which upon picking up the vehicle I was told they needed to add coolant and the engine oil was low) the other shop also stated that the chemicals that are mixed with the coolant in my car has caused the coolant to not fully move through the system and is now causing the car to overheat. My vehicle ran smoothly beforehand the ONLY issue was the faulty sensor previously fix by Meineke and the thermostat which was confirmed before the visit. And again at another shop after the visit when they stated those issues Meineke listed on their inspection was indeed false! And the that thermostat was still not opening if it was even replaced so I had to pay for them to replace the thermostat AGAIN ONLY A DAY AFTER MEINEKE WAS SUPPOSED TO HAVE FIXED IT 

  Business Response

  Date: 02/12/2024

  The customer literally stated her car was losing coolant and overheating, but the temp gauge was not working before we even got started during check in. Again, our block test reveled that the vehicle has coolant mixing with oil. The simple fact of the matter is the vehicle was run hot MULTIPLE times before it even came to our shop for servicing.  

• Initial Complaint

  Date:11/27/2023

  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.

  On Nov. 4, 2023 I was driving my van to Meineke to my scheduled appointment when my van shut off. I knew in advance my Cadillac converter was getting to much air due to my exhaust and ******* being damaged previously. I had taken it to ***** car center and was told they couldn't fix it and was referred to Meineke on ******************. I had it towed in fear of causing further damage. I explain to **** the District Manager of the store as well as the guy who towed my vehicle he confirms what i said previously. **** said no problem. They probably wouldn't get to it today because they were busy. I said ok no problem. I get text, phone calls explaining to me the issue. It aligns with what I already knew and what i stated previously. I agree to the $1174.00 to fix it. I go to pick it up on Nov 6 I pay by way of a loan I applied for and was approved for through Meineke. They give me the keys and my car won't start. I say hey **** whats going I've paid you and you didn't test drive my car to make sure it was working. At that time, **** was very apologetic. Its near closing time for the business so I leave my van. **** says he'll make sure my van is looked at first thing in the morning, even if he has to work on it himself. The next day Nov 7 I'm not getting no calls or text messages. I call them on my lunch at 1 pm and they say somebody will give me a call back because nobody has looked at my car. What. I cant believe what I'm hearing. I explain im at work, where I work and why I won't be able to talk. **** calls me strong arming me. He says I can either have my van towed somewhere else or pay another $900.00 because he told me before in my prior estimate I needed all this additional work done and I either pay for that to get my car to start. I pay it because i feel i have no other option.. My check engine light is still on reading codes with my Cadillac converter, exhaust system. I take it back they trying to get me to spend more money and cleared the codes.

  Business Response

  Date: 11/27/2023

  Upon ******************* initial visit, we gave her a full inspection and explained everything that she needed, and she agreed to fix her hanging exhaust issues, which we corrected. It should be noted her vehicle is extremally rusted, and was in poor shape overall. When she retuned to pick up the vehicle, it has an issue starting, so we kept the vehicle to determine what the issue was. Further work was needed in a replacement of spark plugs, and ignition wires, plus a new distributor, due to the failure of the camshaft position sensor within that unit. Prices were slashed deeply to assist this customer. At no point did anyone "strongarm" anyone, as that sort of behavior is not tolerated by our company. *************** at every step of the way had a choice. As far as the code present for a catalytic converter, *************** has a 12 month, ****** miles warranty at ANY MEINEKE she chooses to ************ wide, and If the catalytic converter we replaced, one of three on her vehicle, is defective, it will be replaced free of charge! Again, at no point were we rude, non comital, or in any way pushy with ***************. We value all of our customers, and treat them all with the upmost respect! We would be more than happy to check the Quest out free of charge to determine is our work was faulty, or if there is another one of the three catalytic converters that has gone out.

• Initial Complaint

  Date:05/15/2023

  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.

  Good Morning my issue started with this company 3/15/2022 at the Freedom Drive shop #****. I went to get a differential leak fixed. The shop advised for a drive line replacement be done all so. I got the replacement done and a few weeks later it feel out about two months later. I was driving and the truck started vibrating. I got it back to the Freedom shop and it feel out when they was doing a road test to see what the problem was. The line did a lot of damage to the fuel tank and the exhaust pipes. I paid to get the damage fixed for the pipes and some of the parts for the line when they put another one in. I was told it was a defected part that' why it feel out. I know it was a botch job. It had ******* miles and it fell out around *******. Here are the invoice repair numbers at the Freedom Drive store #****. Invoice starts here #**** 7/13/2021 #**** 7/20/2021 #**** 3/12/2022 #**** 4/30/2022 #**** 6/9/2022 all of this for the diff. leaking service. So I said let me take it to another store where they can fix what Freedom messed up. Meineke Mt ***** store on Mt ***** huntersville road. This is were the truck is now. invoice # ***** 3/7/2023 #***** 4/182023 and I taken it back 4/25/2023 and it's still there. No communication from them for a few days at a time when I call. Two weeks ago the Dist Manager **** called me about the issue i told him the history and he said that he will talk to the owners and call me back. Well it didn't happen. I texted him a few days later for an update. He sad he'll get back with me and it hasn't happen. I am sending out an SOS for my truck to be fixed the right way. Yes it has high miles and an oil leak from the diff cover not the whole diff area coming from multiply mechanics working on the truck.but The issue started with a botched job.

  Business Response

  Date: 05/15/2023

  I have contacted ******************, and so have my store manager and my Floating manager. The reality here is the truck has very high milage, and we have attempted to help the customer here several times with warranty work, in an attempt to assist with re sealing a very worn out rear end assembly. We have even gone as far as using dealer parts to seal up these re occurring leaks. The bottom line is there is a severe vibration coming from the rear end, causing seals and parts to come loose, and the diameters' of the seal ports are just to worn out. We have Offered ****************** options with a new part replacement, and a used part replacement. He has declined both of these options. There isn't anything else that will fix this issue. None of the issues with the rear end were caused by a "botched job"

  Customer Answer

  Date: 05/17/2023

   
  I am rejecting this response because:

  Good evening I have read the response from Menieke for a new part replacement and a use one.I spoke with **** this morning stating I wanted the new one with the three year warranty. Yes I did decline the offer like I told him my truck didn't start loosing the oil until the shaft fell out gaping the diameter to hold the seal. Before I go any further the communication  is bad with this company especially coming from the * G M ****. He has told me three time about calling me back from speaking to the owner. He today when I asked  for the service price and he'll call me. Well he hasn't.
  I have been a customer with this company since 6/6/2015 for the service of my truck until now. I have spent thousands of dollars with this company to keep my truck going.  With end the last two years I have spent ten thousands dollars for the oil leak, shaft repair, and the exhaust repair from the damage the shaft did when it fell out. I had gotten the shaft replacement done I drove it for a few hundred miles and it started vibrating. I got it back to the shop a few days later Freedom did the test drive that's were the service was done. They called me and told me that they had to push the truck back to the shop for about two miles cause the shaft fell out. And over a year ago at the Freedom shop I got a tune-up On  7/13/2021 I went to get the truck in the parking lot the engine light came on. I drove it to the bay I was told to leave it because the engine had gotten hot. I got the call the next day to come and get it. The engine came on due to they put the wrong spark plugs in it.  It was ready to go after they  changed them out. Well a week later I had to take it back because it was missing fifing the had to get a master tech to fix the service. #invoice numbers #**** / #****.I am asking for a free replacement on the differential service for emotion stress  if that can not be done i'll pay half of the $5,755.38 I need my truck and this has gone on far to long.My heart needs to be at PEACE. Thank You---------------------------------------
  <***********************************************>
  
  <************************************************>
  

  
  

  Business Response

  Date: 05/17/2023

  We have Been in contact with *** ******* frequently. I have called him 3 times today and have yet to get back a response. We are waiting for him to call us back so we can help him resolve this issue

  Customer Answer

  Date: 05/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.