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:04/29/2025

  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.

  My 2018 **** ******** was making a loud vibrating/humming noise from the rear both at idle in park and while driving. I took it to Oakwood Service Center on 1/14/25, and was told there was nothing wrong, that the noise was 'normal exhaust noise' and that there were 'no leaks'. The noise persisted. I was charged $135 for this diagnosis. The noise persisted. Both mufflers on my vehicle had large holes in them, which was the cause of the noise. Both required replacement in April 2025. On 4/28/25 I requested a refund of the erroneous diagnostic fee from Oakwood, which was denied. I was told I 'should have come back sooner'. I've been using Oakwood since 2008, and had no previous cause to doubt their diagnosis, and in good faith continued driving my vehicle until the noise became unbearable. The photos of the mufflers show that these were not holes that developed suddenly - rather they were the result of long-term rust. They were the original cause of the noise, which Oakwood failed to diagnose.

  Business Response

  Date: 05/06/2025

  On January 14, 2025 she brought her vehicle to our repair facility  with the concern of a  humming noise when driving and when at idle in her 2018 **** ********. My technician put the vehicle on the lift and observed no leaks underneath in the exhaust system through the naked eye. Since it was one of the coldest winters in our area and that the roads were heavily salted it would not take long for a little rust spot to turn into a large hole. Especially since the picture clearly shows that the rust was on top of the exhaust and mufflers and would not have been seen from below when on the lift.

  The customer did call us on  4/28/25 to asked about a refund of $135.00 for the diagnosis that was done on 1/14/25. I looked up the invoice in question and noted that it had been 3 months since we saw it. I told her that I was sorry for the inconvenience and that if she had made another appointment when it seemed to get louder we could have addressed the issue at that time.  Our standard diagnostic fee is $125 plus 8% tax which equals $135. 
  

  If she still had concerns after the diagnosis and since she has been a customer since 2008 she would have known that we pride ourselves on quantity service and would have re diagnosed the concern at no charge. But she choose not to made another appointment in a timely manner. Since it was 3 months before she got a new diagnosis at another repair facility. I stand by our original diagnosis and invoice.  

  As a good faith measure I will reimburse her half the amount $67.50 even though I feel that a refund is not warranted or necessary at this time.

   

   

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that a partial refund is satisfactory to me.  For the record, I did not go to another repair shop for a diagnosis (nor did I claim to have done so).  I saw the rotten mufflers and replaced them myself.  Sadly, this business’ quality has declined since a change of management.
  
  Regards,
  
  ***** ********