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Business Profile

Mobile Auto Repair

Gene's Tire & Auto Care Specialist

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Auto Repair.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/28/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Work not completed and or preformed by Genes Tire

    Business Response

    Date: 04/03/2023

    While we completely understand the customer's frustration, we feel we were more than fair with our process of handling this situation.  The customer's initial repairs was completed on 4/5/2022 when the vehicle's mileage was at ******* miles.  On 12/15/2022, the customer returned with a check engine light.  The vehicle mileage at this point was ******* miles, so ****** miles after the initial repair. Upon visual inspection, we noted that there was excessive blow by found in the intake manifold.  Additionally the vehicle was 1 quart low on oil and, to our knowledge, had not had an oil change in over ****** miles. We ran through our diagnostic manufacture set protocols to determine where the issue was.  During diagnostics and out of good faith we replaced 2 of the electronic components at no cost to the customer to be certain they were working properly so we could continue with the diagnostics protocol (we have to ensure certain parts in the system are working properly to access parts further down the same system).  The vehicle also had a TSB (technical service bulletin from the manufacturer to the service centers that describe a specific problem that is occurring with a specified vehicle year/make/model) for the *** (the vehicle's engine computer module) to have a software reflash.  The customer agreed to us performing the reflash recommended by GM which he did pay for.  Ultimately it was determined that the camshaft phasers were damaged and need to be replaced.  This is a problem caused by lack of proper engine lubrication aka regular oil changes which for this vehicle should be performed every ***** miles.  Due to the lack of oil changes and the fact that the repair was outside of our typical warranty policy which is clearly stated at the bottom of every invoice we explained that the repair would not be warrantied.  He decided not to address the repair at that time and that was 4 months ago.  Again, we understand the frustration, but don't feel we were at fault for the current problem.

Gene's Tire & Auto Care Specialist is NOT a BBB Accredited Business.

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