Complaints

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

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  Ulmer's Auto Care

  6389 Salem Rd Cincinnati, OH 45230-2749

  
• 

  Ulmer's Auto Care

  3850 Lansdowne Ave Cincinnati, OH 45236-3052

  
• 

  Ulmer's Auto Care

  9305 Montgomery Rd Montgomery, OH 45242-7737

  
• 

  Ulmer's Auto Care

  301 Loveland Madeira Rd Loveland, OH 45140-2503

  
• 

  Ulmer's Auto Care

  7209 Burlington Pike Florence, KY 41042-1507

  

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:06/21/2024

  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.

  This complaint is for Ulmer's Auto Care at *** ******** ******* *** ********* ** *****.
  
  I did not get my repairs approved through ******** Warranty for work done by Ulmer's. According to ********, Ulmer's had already done the work when their inspection team arrived because I gave approval, which is correct but incomplete.
  
  They took advantage of my approval and did not perform the job properly despite assuring me they would.
  
  I gave approval on 06/12/24 at 11:11 AM EDT, but later realized I had warranty coverage from ********. I shared details with Ulmer's on 06/12/24 at 12:07 PM EDT when I picked up the loaner car. The Ulmer's employee said he would handle it and did not need my assistance.
  
  I further shared my warranty details via email
  
  Ulmer's never called me with updates. I called them almost every other day to inquire about my car and warranty
  
  From 06/12/24 onwards, I never received a call from them. I found out on 06/18/24 that the warranty was denied because the job had already been done. I only found this out upon calling them
  
  This was my first experience using the ******** Warranty
  
  Whenever I called Ulmer's, they said they were working on the warranty and would call me with an update but never did
  
  I picked up the car on 06/18/24, expressing my concern, and was offered a 10% discount by a different employee. I want a 50% refund on my bill
  
  After picking up the car on 06/18/24, I spoke to Ulmer's again on 06/19/24 and requested they replace the old parts for the warranty company to inspect. ******** mentioned the parts needed to be installed in the car for inspection. I did not approve discarding old parts. Ulmer's said they did not have the parts but would check and get back to me. No update was provided
  
  Their business practices are questionable
  
  ******** Warranty covers:
  Diagnostics: First hour is covered
  Labor on all covered repairs
  Cooling System: Electric radiator fan motor, Fan, Radiator, Thermostat
  Drive Axle: Drive shafts
  Steering: Tie rod ends

  Business Response

  Date: 06/29/2024

  **, I am sorry that you are not 100% satisfied with your recent experience at Ulmer's Auto Care Loveland. I assure you we did everything we could to get the warranty company to approve the repairs despite the confusion and misunderstanding with the warranty company. The repairs were approved by you before the extended warranty coverage was brought to our attention. It is typical of an extended warranty company to do anything possible to deny the repairs which is what occurred in this instance. We strive for 100% customer satisfaction 100% of the time and the fact that you are not satisfied with the end result is on us. We will refund you 50% as you requested due to the miscommunication with the understanding that we followed proper procedures getting the repairs approved by the customer before any work was performed. We will send a check in the mail for the requested refund.

  Customer Answer

  Date: 07/13/2024

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

  However, I would like to wait until I receive my refund before closing my case.
  
  
  
  Regards,
  
  
  
  ** *******
  
  

• Initial Complaint

  Date:03/25/2024

  Type:Sales and Advertising 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.

  I have contacted them directly in the past only be told by someone they don't know who or where their "marketing team" gets my personal information to spam me flyers in the mail. I have successfully been able to remove all *unk flyers coming to my house but Ulmers Auto Care. I would like to figure out how am I supposed to have my info remove from their system to send *unk flyers, I've never once used their services either, which also means I can't figure out who they even bought my information from.
  
  How can we figure this out? I don't want the flyers, and it's ridiculous every other service, in the double digits we're talking I have been able to remove from being sent *unk flyers in the mail except these folks, and they don't even have a clue where the information comes from is *ust as frustating.

  Business Response

  Date: 03/27/2024

  We are sorry that you receive our flyers and it has become an inconvenience for you. We use a company called ******* Marketing located in Marietta GA. Mailing lists are provided by your USPS. Please feel free to contact ******* directly at ************** to request to be taken off of the list.

  Customer Answer

  Date: 04/02/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me assuming ******* honors the request and I do in fact stop receiving this spam.  Frankly this should be on the business in the first place to control their marketing, not the end user to stop their spamming.
  
  
  
  Regards,
  
  
  
  *
  

• Initial Complaint

  Date:03/21/2024

  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.

  I came to Ulmers to have my car looked at a few months ago. They assured me that they will be fixing the fuse box and then they will find the problem with my car. They didn’t fix the fuse box and they kept my car for a couple of days due to their “long labor” for fixing the fuse box. I just went to ***** **** and got it fixed again, it took about 30 minutes and it was free with the brake service I bought. Ulmers saw an opportunity to take money from a woman who they saw was unknowledgeable about cars, and they took more money than they should have. They also didn’t fix anything and basically told me my engine is bad and my car is good for nothing. They never fixed a thing and they took over $400 from me.

  Business Response

  Date: 03/26/2024

  Both the inspection sent to the customer and the invoice indicates that there is an internal engine problem with this vehicle along with a main fuse box failure. We documented all testing including using a borescope in each cylinder with damage found in the #2 cylinder causing the misfire, oil burning and rough running. It also stalls when the oil is low. Engines do not perform well without lubrication. Our goal is 100% customer satisfaction and have never taken advantage of any customers. We have been in business since 1936 and we are very proud of our impeccable reputation. If this customer does not find the value in our service, we will issue a full refund in the amount of $428.51.

• Initial Complaint

  Date:02/08/2024

  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.

  I had my car towed to Ulmers Repair shop in Milford off **** *** on Jan.22nd for a fuel line leak. ***** told me they wouldn’t be able to get to it until Friday, the 26th. They sent me an invoice that same day, quoted me $2,018.78 (with $30 off included). On Monday they called to say it would be done by Thursday or Friday (Feb.1st & Feb.2nd). I called Friday & they said it still wasn’t done & needed to order bolts that would cost $40 & that it would be wrapped up by Monday(Feb.5th). So i had to get a rental from Hertz costing me $193 after taxes, fees, insurance & gas. From Saturday-Monday. I called them again on Monday and they said it still wasn’t done and that they’d have it finished up on Tuesday. So i called Tuesday, STILL not done! So i told them I’ve been missing work and needed to get a rental so they need to give me some type of discount for the inconvenience and having to pay out of pocket for a rental. *****, who I've been speaking with the whole time, said he had some discounts he’ll put on there for me. I go to pick it up yesterday (so they’ve had it from Jan.26-Feb.7th), there’s no discounts were on there and the final bill was $2,068.78! They have done nothing to try to accommodate me. I’ve lost money from missing work and having to spend almost $200 on a rental. They should have offered me a rental AT LEAST for pushing the finish date back by almost a week.

  Business Response

  Date: 02/16/2024

  Our recollection of the events'
  time dramatically differs from what the customer feels happened. We will be
  happy to issue a check for $193 to accommodate the customer's request to choose
  to get a rental car during this time. 

  Business Response

  Date: 02/16/2024

  Our recollection of the events'
  time dramatically differs from what the customer feels happened. We will be
  happy to issue a check for $193 to accommodate the customer's request to choose
  to get a rental car during this time. 

• Initial Complaint

  Date:10/07/2023

  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.

  I asked Ulmers auto, Southgate, to give me a price to fix an oil leak in my car. They gave me an appointment time and day. I questioned the possibility of fixing the problem that day and they responded that sometimes it is possible. I dropped off the car at 7:30 AM and received a call at about 1:00 PM with a long list of repairs needed. The oil leak turned out to be transmission coolant lines. They also found a long list of other needed repairs. When I went to pick up the car, they were unable to fix anything that day, I was told of a $140 fee for assessing the leak problem. All the other problems were found at no charge. My issue with all this is that they never mentioned a fee for the assessment until I went to pick up the car. Had I been told beforehand it is unlikely that I would have even asked for an appointment.

  Business Response

  Date: 10/10/2023

  We have attempted to contact the customer to discuss the issues at hand. When there is technician time spent to pinpoint a customer concern accurately we do have to charge to cover the time, materials and expertise required. It is our policy that if an inspection charge or testing charge is required then we are responsible to have that conversation and it must be authorized by the customer. My advisors were sure that they discussed it but obviously there was a breakdown in communication.  Our philosophy is 100% customer satisfaction and obviously Mr. ******* is not satisfied. We are happy to offer a full refund.  Can Mr. ******* please call the shop so we can process the refund? Thank you.

  Customer Answer

  Date: 10/19/2023

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

• Initial Complaint

  Date:10/22/2022

  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.

  I did a key drop at a garage the night before service was requested. On the envelope for customers to write repairs requested, I wrote that the left turn signal didn't work, the right turn signal didn't work, and the hazards didn't work. In the regions of the envelope where additional maintenance could be checked, I wrote "none" along each column. The car obviously provides basic transportation only. Safety of vehicle signals was my only interest. When Ulmer's notified me the car was "done", I went to collect the car. To my shock and horror, I was presented with a bill (RO #*****), I saw the amount was $358.53. The only repair they had made, was to replace the left taillight bulb. And for that repair, they included the need to "remove all obstructions to gain access to the bulb. This was nonsense at best. A piece of shaped carpet against the back panel of the trunk needs pulled forward a few inches. The taillight housing is held in place by four or so plastic wingnuts. Once pulled free a bit from the car, the socket for each bulb is readily available to replace. Ulmer's made no repair to the front right turn signal, which needs the socket replaced. Their RO states that both headlights of the car need replaced to enable replacement of the "broken wires" (for which they wanted to trouble shoot the car's entire wiring harness) and removal of water. They said a sealing cat for the light was missing. It isn't, I rechecked, couldn't find water either. When I expressed my dissatisfaction upon responding to a "Would you recommend us?" email, I received a phone call from an "Alex" I believe. He maintained that the headlights needed replaced ($736.69 price listed on the RO, in order to repair the front left turn signal. This is incorrect at best, deceitful at worst. As has been true for Ford, Toyota, and Chevy vehicles which we have owned, the front lights for headlights and turn signals, are in a "housing". Each bulb has its own socket. It needs to be t

  Business Response

  Date: 11/03/2022

  Tell us why here..To whom it may concern,
  
  I am writing in response to the complaint filed this week by
  ***** ******. Last week, Mr. ****** was in the shop for repairs and diagnostic
  services authorized by his wife. We have time stamps for all authorizations.
  Unfortunately, he was not happy with the conclusion that his vehicle was not in
  safe, reliable condition, and we cannot change that fact.
  
  The vehicle was picked up from our shop, and we received a
  bad review from our in-house CRM system within one hour. My manager from the
  Milford location called Mr. ****** to offer to refund his money spent because
  we require 100% satisfaction from all customers. He belittled Alex repeatedly,
  cursed at Alex, and called him a crook before hanging up the phone. Alex called
  once again and left a message offering to refund his money. We never heard from
  Mr. ******. On Monday morning, we returned to the office to threatening text
  messages with derogatory acronyms such as "sfb." I will not tolerate
  these messages and will file a police report if it happens again.
  
  I'm astonished the BBB would tolerate a customer with such a
  complaint and take the consumer's side at this point. It tarnishes the BBB
  reputation within the small business community.
  
  We have offered to return his money, and he is still
  complaining. The resolution to this complaint is to return the money to Mr.
  ******, although we have offered it and he has not returned our calls. I am not
  sure where to go from here. He is unreasonable and, quite frankly, out of
  control.
  
  Sincerely,
  
  Bryan K*******
  Ulmer's Auto Care
  Owner.

  Customer Answer

  Date: 11/06/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.  The narrative given by Ulmer's is grossly inaccurate.  A short, and honest complaint would be that Ulmer's was tasked with the job of repairing the turn signals on the car.  Those, and the emergency flashers were the only repairs I wrote on the "key drop" envelope.  They replaced one bulb in the taillight which allowed it to operate.  They made no other repair, replaced no other parts.  "Alex", or whoever, said that both headlight housings needed to be replaced to make the right turn signal operate.  This is plain wrong, or untruthful.  Each bulb of the headlight housing has a plastic socket that twists in.  I received no offer other communication from Alex, or Ulmer's.  At the end of Alex's one phone call to me, he said he would send me a check for the bill because, "We don't need your money anyways!"  I have received no check in the mail.  No message has vbeen left on my land line's answering machine, nor cell phone.  They remain, a dishonest, preditory shop.

  
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 11/10/2022

  As you will see attached, his money spent has been refunded and will be put in the mail today. If Mr. ****** was a reasonable human being to begin with
  this is what we offered. We will no longer waste any of our time on this
  matter. We are extremely disappointed the BBB did not step in and mediate this
  matter after we offered to give the money back several times. How long were we
  going to go back and forth? As Mr. ****** stated we do not need or want his
  money.
  

  Customer Answer

  Date: 11/14/2022

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