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:09/01/2023

  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.

  Date of service , first day Aug 22.
  ********* gave me a Freon recharge due to my AC not working. That didn’t take, they told me to take it to tuffys (assured me no charge over 10 times) tuffys couldn’t fix it, took to wood house, they stated Tuffya diagnosis was wrong and nothing needed to be fixed. I went back and forth with tuffys and ********* all week due to the heat wave I needed AC. I wanted a refund but they told me in order to get one they have to take the Freon out of my car. SO I had Tuffys look at it one more time to PROPERLY diagnose. Never spoke to a tuffya employee the ********* guy pretty much made my appointment for me. I didn’t want tuffys to fix it I just wanted a PROPER diagnosis.
  I take my car in yesterday 8/30/23. To get checked out again, I call at 11 to check on it and again at 1, each time they tell me to call back because they’re still finding out what’s wrong. NO ONE told me what the issue was I asked multiple times. THEN Rodney, the manager calls me and says it’ll be $280 for service that I did NOT CONSENT to them doing. And they won’t let me take the car without paying. He said “the ********* guy told me to fix it” he never got any verbal consent from me Or even TOLD ME what needed to be done. I don’t have $280 to give he did NOT give me a heads up HE FIXED IT WITHOUT MY CONSENT. I was going to take it elsewhere. I just wanted a proper diagnosis since they got it wrong the first 2 times. I wanted to have someone else fix it NOT TUFFYS, but they went ahead and did then charged me $280 even though I was assured I wouldn’t get charged ALL WEEK when I called customer service, the managers, etc.

  Business Response

  Date: 09/26/2023

  The customer scheduled an appointment with us to have us look at her air conditioning. She had her air conditioning serviced at the ********* next door. The ac charge did not last very long, it would intermittently blow cold and then hot. The customer was informed that she would not be charged for another ac recharge as she had already paid for one. We used our scan tool to read any engine codes. We looked on our web site to find issues that would cause the symptoms she was having. It said that the computer program needed to be updated. I recommended to the mother that she go to a specific calibration business that we work with. She took it to a dealership and asked them to scan the computer, to which they found zero codes. The customer called back to the ********* and said she wanted the vehicle fixed. We rescheduled the customer to come in again. We sublet the job to a mobile service to come in and update the computer program on her vehicle, which they did and the ac began to work normal. I contacted the customer to let her know that her vehicle was completed. I gave her the total for the computer update. She said that she didnt get paid until the next day and would be in to pay for it. Her mother then called and was very upset because she felt that they should have to pay for anything. I believe that they didnt understand what i was saying and misunderstood what they were to do in regards to the computer program.

  Customer Answer

  Date: 10/25/2023

  
  
  Complaint: 20547465
  
  
  
  I am rejecting this response because:

  they’re ignoring the reason I’m upset. Obviously not listening or comprehending anything I say  

  It’s being said I misunderstood, I didn’t.
  The employee told me on the phone they were still working on figuring out what’s wrong. She said call back. I did an hour later and then my car was ready to be picked up. She never told me  what was wrong. And if it was the same issue as before why didn’t she relay that info to me again ???? I wanted a diagnosis because the car dealership said the original was wrong. So if the diagnosis was the same and the dealership had it wrong- why didn’t she tell me that? THATS WHY IM UPSET. I DID NOT GIVE CONSENT TO FIX. 
  If you had a specialist come out obviously you know what services I need and the employee told me she didn’t know. She obviously did know. She lied. I’m just supposed to magically know that the diagnosis didn’t change? When a car dealership is telling me that’s not what my car needs. Obviously, I’m going to have you guys look again to properly diagnose. and since nothing changed and the dealership had it wrong why didn’t she say 
  “It’s the same thing that was wrong before” BUT SHE DID NOT. She said call back and find out then when I called back the car was DONE. NO CONSENT ASKED. 
  So I didn’t misunderstood. She lied to me and told me nothing was found yet and to call back. why did she say ‘they have it in the bay they’re figuring it out’ when you guys knew! THEN y’all just fixed it without contacting me. I did NOT ask for that. it’s up to ME THE PAYING CUSTOMER. I did not want tuffys to do it. I just wanted a DIAGNOSIS and my services done elsewhere. I know it was diagnosed once, but the reason I returned was because we were told that it was diagnosed incorrectly so I just took the car back to be RE DIAGNOSED.  
  NOT FIXED. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 11/27/2023

  This was a known issue with this make and model.  I spoke with the customer's mother.  The consumer took it to a dealership after I gave them the name of a company to solve the problem.  It was a computer issue that was solved by a third-party.  We only charged them what we were charged.

• Initial Complaint

  Date:04/17/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 went to tuffys the end of February 2023 for an exhaust leak. I was told I needed a piece of pipe and 2 gaskets replaced. For a total of $******. My car was to be there at 10am on a staurday..I left it there over night. I showed up at 230pm to pick it up and they were just then pulling it into the garage. It was finished at 430pm. I paid and left. My car was so quiet for less than 2 weeks. Took it back and was told the mechanic failed to clean the connection where a new gasket had been installed by her. My car was quiet for 2 days. Took it back and they doubled up the gasket on top of the gasket previously installed by tuffys. My car was quiet for 2 hours. The mechanic who did the work this time said " I found the problem". Oh so it wasn't the pipe and 2 gaskets that I paid $****** to have replaced. Nope... it's the resonator. So for another $*** I can have them replace the resonator. They had me bring my car back. They removed the resonator and replaced it with a piece of $* pipe at no charge of course. I would like a refund of the $****** that was for parts that I did not need to replace on my car. I had my car there 4 times before they figured out the true problem. I feel that they were just yanking me around while they tried to come up with someone smart enough to figure out the problem. I was lied to by a mechanic. My request that a certain mechanic not be allowed to work on my car again was not honored. She worked on it the first 2 times it was there and when I was there to make appt #3 she denied working on it. This place caused me to miss out on several hours of work for each appointment. They left me with out a vehicle for hours on 5 separate occasions. They charged me for parts I did not need. I believe I deserve a refund. I've tried several times to contact the owner..he won't even send an email acknowledging I exist. He seems to not care that a customer is upset and angry over the whole ordeal. For him to completely ignore me makes it worse

  Customer Answer

  Date: 04/28/2023

  I have tried over and over again..very unsuccessful..in getting a response from the owner of this business. Hes good at ignoring unsatisfied customers. I feel that this place has completely ripped me off and they know it. That's why the owner will not contact me. My emails go through customer care....the person that "forwards" them to the owner will not give me his email address..a phone number or a name. Pretty shady way to do busìness!