Complaints

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

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  Turner Auto Services

  249 Fornoff Rd Unit B Columbus, OH 43207-2460

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  Turner Auto Services

  525 Sycamore St. Pickerington, OH 43147

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:02/16/2023

  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.

  I took my car in to Turner Auto to get the timing chain fixed/replaced, and they advised that other items would also need to be fixed/replaced. So I agreed and paid them approximately $4,487.25. I drove my car home, drove it once or twice (I work from home, didn't go out much). Then when I went to go drive it, it wouldn't stay started; kept cutting off and was driving rough (I never made it out of my apartment complex parking lot). I called Beany's Auto bc I figured it was the sensors that was making my car drive this way and not stay started. Beany's agreed to take a look at my car (the next week) to give me an estimate on replacing the sensors. When Beany's finished the diagnosis on my car (about a week later) they advised that I did need some sensors replaced but my major issue was the timing chain and they could do all the work for about $6,000. I advised them that I had just had the timing chain replaced and they advised that I take it directly back to whoever replaced it because it was not fixed. I called Turner Auto, advised of the issue and they scheduled me to bring the car back in. I had the car towed back to them and they determined that the timing chain had come off/was loose/ or broke can't remember which. They stated they would have the parts sent back to the manufacture for a refund/replacement but it was going to take 8-10 weeks per the manufacturer. So they finally received a new timing chain kit from the manufacturer along with a letter stating their thoughts on the matter. I was told they were working on the car and I should be able to pick it up hopefully by Christmas (that didn't happen). I was told it wouldn't start bc I needed a battery. I then got charged for a battery they said I didn't have to pay for bc of the manufacturer refund. Then they stated I need Catalytic converters, so I spent an addt'l $634 for them to put them on then call back the next day and say that my engine was damaged and they couldn't fix my car after spending $8,932.94 not including the tow. I printed all my invoices (3) and realized that Catalytic converters were previous bought and billed for and ask why did I need another set and what happened to the first set. I was told that I was reading my invoice wrong and I should clearly be able to see that I wasn't charged for them. If you look at my invoice I was definitely charged a month ago for the same converters. Long story short I requested a refund of at least the 3rd invoice and converters that are none returnable. Requested $4,446 and received a decline message. My car is now worse that when I brought it in bc the stated the engine is now damage which was not the case when it was brought it.

  Business Response

  Date: 02/18/2023

  Thank you for reaching out. Turner Auto Service installed a timing chain with additional parts and services as shown on Invoices #3870 and #4014 attached by the customer that were paid for by the customer. The timing chain service was done in March 2022, the customer claim she wasn't driving the vehicle and when you went to drive the vehicle she experienced problems and had the vehicle taken to another local auto repair shop were they worked on the vehicle but per the customer "they replaced only the sensors" customer wasn't sure what sensors were replaced but they advised there could be a problem with the timing. We spoke with the customer September 2022 at which time we advised the customer to have the vehicle towed to us as the repair could be covered under warranty. We received the vehicle 9/22/22 at which time we reached out to the warranty company to submit the claim. They advised us to send the damaged timing chain and components to the manufacturer and it would take 8-10 weeks before we received a response notifying us if the claim was approved or denied. 

  We advised the customer of the response from the warranty company. Weeks later, the customer advised she had applied for government funding to cover the cost of the repair in the event the claim was denied. We later received a response from the warranty company that the claim was denied due improper care that resulted in the timing chain breaking. We spoke with customer and explained that when the timing chain broke it may have caused internal engine damage and that we would not know if there was internal damage to the engine until the timing correlation is repaired. (Please see screenshot where we followed up and advise again by text message) 

  After completing the repair the vehicle would start but cut off immediately which lead us to perform additional diagnostics. We replaced the fuel pump at no cost to the customer as the vehicle was not getting enough fuel to ignite resulting in the vehicle shutting off. After replacing the fuel pump the vehicle no longer shut off but the vehicle chocked causing it to run rough. We ran an additional DTC scan which returned code for catalytic converter. When inspecting the catalytic converter which the vehicle was running, we noticed it turned red which confirmed why the vehicle chocked while running and what caused the timing chain we installed in March 2022 to break, hence why the warranty company denied the claim. 

  We followed up with the customer and explained... "the catalytic converters need to be replaced as they are causing pressure to build in the engine which resulted in the timing chain breaking and may have damaged the engine already but we need to replace them in order to eliminate the chocked/ air restriction in the exhaust". We emailed the customer Estimate #3912 in which she attached to show the cost of the repair if we ordered and replaced the catalytic converters at which time we advised she could order them offline from RockAuto Parts and have them sent to us if she preferred, as we had included the part # and company information on the estimate. The customer opted to order them and have them shipped to us. The estimate was updated to reflect a zero quantity for the catalytic converters as they were being provided from the customer which removed the part cost.(See attached updated estimate)

  The customer order the parts online and had them shipped to us. After installing the catalytic converters we saw little to no change in the engine performance which confirmed internal damage had been done to the engine resulting in the engine needing to be replaced. We spoke with the customer to advise the engine was no good. The customer said she was going to junk the vehicle and asked if "we could remove the catalytic converters that she just purchase so she could send them for a refund". We advised she may not be able to return them as they were installed and used but we would remove them if she want. The customer also requested the manufacture catalytic converters that we replaced be given to her spouse so he could sell them for profit. Her spouse later came to the to pick up the manufacture catalytic converters at which time we provide to him in the boxes that the new catalytic converters were shipped in with any paperwork that was sent with the parts. (See attached screenshot of her request by text) 

  RockAuto Parts refused her refund request as we had advise was a possibility which resulted in the customer requesting we refund her the money issued by the government to cover the cost of repairs from estimate #3912 (not paid by the customer) as well as the payment she made to RockAuto Parts that they refused to refund. 

  Turner Auto Services do not owe a refund for any repairs made to the customer vehicle and would be unlawful to return government funding to any entity other than the government entity itself. 

  Customer Answer

  Date: 03/02/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19420043
  
  
  
  I am rejecting this response because: 

  My engine was not damaged when I took my vehicle to Turner Auto, I drove it in and towed it out and it cost me $9,085.04.  Turner Auto continued using my car as a learning tool when they did not know what was wrong with my vehicle and continued working on it and subsequently damaged my engine.  I gave them the benefit of just asking for a partial refund so that I could use that money to purchase another vehicle so I can get to work bc we are going back into the office.  I am without a vehicle and no transportation to get to work. I am out of 9,08.04 which is all 3 invoices plus $633.79 for the Catalytic Converters, $130.00 Tow, and $22.00 shipping return cost for the CC I never received in which Turner signed for and received on 02/14 as I just received a copy of the signed receipt after I contacted Rock Auto because I had not received.
  

   

  In regards to the statement that another auto shop did work on my car and replaced the sensors, that is untrue.  The other repair shop I towed my vehicle to only checked out my vehicle and did some diagnostic testing and advise me that the main issue with my vehicle was the timing chain and stated they would repair it and the cost.  I then told them I had just had it replaced and they told me that I need to get my money back or have them repair it again. I then had it towed to Turner as soon as they stated they had an opening which was 2 days later.  

  In regards to the text it states that truck may have more damage than we were able to diagnose due to engine timing being off.  NEVER did they mention engine damage, and if you thought the engine was damaged why would you continue to work on it and then have me purchase additional parts?  Because they were doing trial and error at my cost, without actually knowing what was wrong with it or because they already knew they had damaged my engine and was trying to figure a way out of it.  

  In regards to the NEW/updated estimate/invoice attached, that was NEVER sent to me!  I have never seen or received that invoice, but all of a sudden it appears.  I did ask them to remove the CC so that we could try and salvage some of the $9,000 lost but only because it showed that there were 3 sets of CC, the original set the set that was ordered in October and the set I just purchased in January and spent $633.79 on them for Turner to tell me an hour after they put them on that it didn't work they assumed I needed new CC but that was not the case.  I just received an email from Rock Auto asking where my CC where bc I paid to have them shipped back and they stated they were shipped and received by Turner Auto on 2/14 but yet they have failed to call or text me to state they received the and to return them back to me.

  
  
  Regards, In regards to it being unlawful to return funds to me that were given to fix my vehicle I was told that any refund including Impact would be returned to me (please see attachment); not to go shopping but to buy another vehicle to replace the one that was damaged. An actually I was told to lie to the manufacture (Rock Auto) and wait a month and return them and tell them my engine light came on.  Why would I do that, its unlawful! I was not able to receive a refund not bc they told me I wouldn't although they told me to return after a month but because the paperwork was missing (I was told that they threw it away bc they didn't need it) and the hardware was missing.  It was one gasket in the seat of the car but it was old and rusted which means it came off the one they were trying to replace (please see attachment from Rock Auto stating they would refund once they received the original paperwork and hardware).

  It is unlawful, disrespectful, and bad customer service to take $9.085.94 to supposedly to perform a service and then say oh we think your engine is damage after having my car for months and then be like "oh well", we got your money come and get it or you will be charge a $20 storage fee.  AGAIN, my engine was not damaged when I brought it to Turner Auto but it was said to be damaged when I picked it up!  "Make it make sense"!
  
  
  
  ******** *******

  Business Response

  Date: 03/03/2023

  Thank you for your concerns we will take them into consider going forward. Turner Auto Service have no additional comments and is under no obligation to provide a refund for any services rendered. 

  Customer Answer

  Date: 03/06/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19420043
  
  
  
  I am rejecting this response because: if my car was not damage when it was brought in and is was damaged when it was picked up then yes a refund of at least the last invoice should be given. Besides that where are the Catalytic converters that were shipped back to Turner Auto? Either return them or replace the $634.00 that was paid for them . I have the signed receipt where they were received but never got a call or text to pick them up. Therefore they need to be shipped to me or picked up up.
  
  
  
  Regards,
  
  
  
  ******** *******