Complaints

This profile includes complaints for Advant Automotive's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Advant Automotive

  451 W Ridge Rd Rochester, NY 14615-2834

  
• 

  Advant Automotive

  400 Avis St Rochester, NY 14615-3304

  

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:11/22/2024

  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.

  Advant Transaction Occurred on 11/14/2024 -$1,248.21
  Sought other auto shop on 11/15/2024 -$347.48
  $71.19 to replace the parts they broke.
  
  We went in for the replacement of the brake calipers (covered by my warranty). They called and heavily urged me to also replace the wheel bearings, rotors, and brake pads. I did not ask for them to inspect, I knew these parts weren't in perfect condition, but they were working perfectly. On the phone they told me that they were dangerously worn and I needed to replace all of them. They also told me none of the parts were covered by warranty.
  We called the warranty and it turned out Advant had only called in the wheel bearings, which were not covered, but had never mentioned the calipers. The warranty said Advant would have to call and make the claim with them. Advant yelled at us on the phone and complained about the car and how seized the bolts were (we had removed these bolts easily 1 week prior). The person on the phone refused to call back the warranty until we asked several times.
  We called back later to check if they had made the claim and they had not. At this point we asked them to stop all work. They refused and tried to convince us we should just let them do it all. It took 3 phone calls to get them to stop and let us pick up the car.
  They told us the car was ready, but when we arrived the car they made us wait an 1.5 hrs after we got there to get the car. (The car was visibly put back together)
  On the drove it home, we heard a grinding noise when turning left and lots of shaking on the highway. Before we had dropped the car, there was mild shaking while breaking and slight squeaking of the serpentine belt but no other noises. Because of this, we took the car to another shop and they told us Advant auto had made the car dangerous to drive
  
  I have not reached out the business because, I don't feel safe having any further contact with them. However, I do not want this to happen to other people.

  

  Business Response

  Date: 12/10/2024

  Good Afternoon,First and foremost, ****** ******** is neither a customer of Advant Automotive nor listed on the *** Warranty for the vehicle we serviced. For clarification purposes, we called *** Warranty again on November 26, 2024, to confirm we did our due diligence regarding the 2014 ****** *******. ' *** reviewed the work invoice and confirmed this work was not covered. (See attached declination letter). The owner of this vehicle and the person named on warranty purchased a Powertrain Plus Coverage. This particular coverage does NOT cover wheel bearings or calipers. The Essential Coverage however, does cover wheel bearings and calipers. When a Warranty company declines coverage, they will not reverse their decision, hence why the manager did not make a second call. The customer's friend called and asked why we were doing the work if it wasn't covered, but the owner instructed us to do the job. At that point we put the vehicle back together. This is not what we recommend  because our customer's safety is of utmost importance.The brakes did make noise and shake because we were instructed by her friend to put the old brakes back on. Time spent, which was not charged to the customer.We cannot attest to what another mechanic said, however we take pride in our work and customer service as evidenced by our five star reviews.Please contact me if you have any questions or concerns.Best Regards,Laurie M***President of Advant Automotive###-###-####

• Initial Complaint

  Date:07/22/2024

  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 the afternoon of Tuesday 6/25/2024, I dropped my vehicle(2016 ***** *****) off at Advant Automotive . For repairs to be done on my engine(camshaft phaser/timing belt). I was told that it was going to be looked at the next day, Wednesday 6/26/24. I hadn’t received any calls back, or any information on my vehicle by Monday 7/1/24, so I called them. I wasn’t given any information, and was told I’d get a call back. I never received any calls back, so I called again on 7/2/24 and 7/3/24. On 7/3/24 I was finally given the information I needed(after never once receiving a call back, and doing the customer service for them). Only to find out my car had just been sitting in their garage/lot the whole time. I finally get a call that my car was finished on 7/9/24. I couldn’t pick it up that day due to working late, so I picked it up the following day; 7/10/24 after work. It was raining l, and elated to finally have my car back I drove it home. The next day, on the way to work I noticed an empty grape freeze pop, a half drank ****** ****** water bottle, two grease stains on the upholstery, and a 2 inch stabbing like gash on the passenger side of my rear bumper. I called and complained about what I found on my lunch break. I came in contact with one of the co-owners Lori. She first said my car must’ve been broken into, which I was never told when picking the car up. Then she revoked those words and apologized, and put me in contact with the mechanic who did the work on my vehicle…Connor. He text me with his personal phone, asking to call him. He said that he needed the serial number on my door jam, because he was going to replace the rear bumper for free. I hadn’t heard from him, so I messaged him on Wednesday 7/17/24. He read the text, but never responded. An absolute disregard to my time and money lost not having my vehicle, and complete disrespect to my personal property .

  

  Business Response

  Date: 08/09/2024

  Mr. ******** brought in his 2016 ***** **** originally for a check engine light issue. He was not charged a diagnostic fee, in which  5  hours  were spent on his concerns. Mr. ******** did call us and we repeatedly told him he needed cam shaft phasers. We were waiting for his approval to complete the work. We did complete the approved work: Intake and Exhaust variable valve timing actuators with a timing belt kit. He was also given a $200 discount on his bill. Incidentally, 4 of the days we were closed due to the Fourth of July Holiday. We were also extremely busy due to the holiday week with two people out with unexpected illness/surgery. 

  
  

  As far as the freezer wrapper, water bottle and grease marks, that is on us. We apologized profusely to  Mr. ******** and told him we would clean the grease marks. We completely agree this was unacceptable .

  
  

  As far as the gash on the bumper, I do not feel neither Mr. ******** nor Advant Automotive can say for certain where and when that took place. Our mechanics are instructed to inspect each car before and after they are driven into the shop, for scrapes, dings or dents.  Mr. ******** noticed the gash  in his work parking lot-meaning it could have happened after the vehicle left our shop. In good faith, we are going to buy him a bumper. We had found a bumper and was told it would be delivered to us in a week. I emailed and called the company, who never replied in a timely manner.  To expedite this, when I did reach them, I told them I would go to Buffalo to pick up the part. I asked for another picture of the bumper and was told it got scratched during a move. The bumper was deeply scratched and unacceptable. Pictures of the original bumper they sent me and the latest scratched bumper pictures where send to Mr. ********.  He was also told this would take time and thanked him for his patience. We have found another bumper. We just need Mr. ******** to bring the car in, so we can take a piece of the bumper to exactly match the paint color of the new one. This has been conveyed to Mr. ********, along with the pictures of the bumper.  

  
  

  I would like to think we were cognizant of Mr. ********'s time and had several conversations with him regarding this. All m all, I honestly feel there was miscommunication on both parties. We were under the impression Mr. ******** had not made the decision to approve the work and I believe he felt we did not call him.

  
  

  I am not sure why Mr. ******** is disputing $1178.00. The approved work was completed, he received a $200 discount, was not charged  $675.00 in diagnostic fees ( 5 hours at $135/hour), and he is getting a bumper. We will obviously take care of the grease marks.

  
  

  We try very hard to give exceptional customer service, this might sound corny, but true. An example of this would be when our mechanic spoke to Mr. ******** when he brought his car in to show us the gash. Most places do not allow the mechanics to ever converse with customers. Our mechanic gave Mr. ******** his personal cell number and he was the one who initially searched for a new bumper. 

  
  

  We will take full responsibility to what you deem as fair. They are always two side to every story and the above is our side.

  
  

  I can provide invoices and pictures of the bumper, if you would like.

  
  

  Thank you for you assistance with this matter.

  
  

  Laurie M***

  Advant Automotive

  C-###-###-####