Complaints

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

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• 

  Bush Auto Place

  1850 Rombach Avenue Suite 3 Wilmington, OH 45177-2087

  
• 

  Bush Auto Place

  PO Box 788 Wilmington, OH 45177-0788

  

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:06/23/2024

  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.

  We purchased a used Auto for my son that ended up having major issues. We took the SUV crossover to be repaired at Bush because they are a dealer for the type of auto we purchased. The car needed a new Catalytic converter, I was given a price over the phone and told them to move forward with repairs and to do a tune up (spark plugs and what ever else that involves). So we get to the payment part and they tried charging more than quoted. Felt like I got called a liar over the price I was quoted even tho I had it on video because I spoke to the man on speaker phone and we have nest cameras in our home so the entire conversation was on video. Then we get the car home and it is still running poorly, push come to shove and when they put the NEW spark plugs they put the SAME COIL pack with new plugs but all the coils were in the coil pack UPSIDE DOWN!!! Car was throwing a misfire in cylinder 3. Code *****. This is when de discovered that the mechanics put the coil pack back together wrong or simply didn’t inspect it properly and put it back in incorrect… either way it was NEGLIGENT. We handed Bush Auto $2200.00 for that work and they didn’t do it right. This weekend we had to fix it in our driveway for a total of $221.00 with ALL NEW PLUGS AND A NEE COIL PACK… starting to wonder if we needed that expensive catalytic converter changed out to begin with or if we just had a misfire because I’m now finding out that is very possible.

  Business Response

  Date: 06/26/2024

  We apologize for the issues you encountered with the
  repair of your son's vehicle. This is not the standard service we strive to
  provide. We would like to address and resolve this matter promptly. Please
  contact us directly so we can investigate and rectify the situation to your
  satisfaction.  As unfortunate as it is,
  no one has contacted us.  I see this was
  in March.  Upon arrival in March the car
  was showing code ***** Catalyst System Low Efficiency the status was Current.
  As seen in the repair order.  That was
  the reason for the Catalytic converter. 
  I was not part of any conversation on the estimate, I only have what was
  in the computer.  The estimate is
  attached.  It is not uncommon to put new
  spark plugs in and continue using the same coil pack.  The coil packs are an assembled unit.  We take the 2 screws out of the middle,
  unplug it coil pack and pull straight to remove and gain access to the
  plugs.  Then plugs are installed, and the
  coil pack replaced and screws back in. 
  There was not a code for **** at the time the car was here.  If there was a problem recently, I wish
  someone would have notified us.  We stand
  behind our work. 
  Thank you.
  Angi H*****

  Customer Answer

  Date: 06/28/2024

  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.
  
  When I brought the car in it was throwing TWO codes it was throwing the code for the catalytic and it was throwing the **** code and I said  as much when I called and arranged for the work and repeated that information when dropping it off. It absolutely had both codes showing on the reader when I took it in for the work. Why would you change the spark plugs and not evaluate if the  coil pack was part of the problem? It took us all of one day in our drive way to conclude this and we are not trained certified mechanics we just have common sense and can watch a video showing us what it was supposed to look like and how it was supposed to be installed. I stand by what I said we informed the dealership garage of both codes when we spoke. We paid a lot of money for that repair and if any of that $2200.00 worth of work is compromised due to the failure of your mechanics taking 5 minutes to evaluate the coil pack before putting it back in over brand new plugs and a catalytic converter change out I will expect it repaired at zero cost OR I expect a decent refund on the work we had done so I do not have to come back to you ever. Trust in your business is broken here for me. We were very upfront about the problems we were having with it what codes it was throwing and how we had been taken advantage of during the sale (at another used car lot) and that we were really in need of a good repair and I wanted it done at a Buick dealership to ensure good work, which honestly is not what we were given considering the coil pack was faulty and probably played a part in the initial catalytic converter failing. 
  Regards,
  
  
  
  ******* *****
  

  Business Response

  Date: 07/16/2024

  *** ***** and I, Tim H*******, spoke on
  7/1/2024 and again in the am of 7/2/2024.  After complete review of repair
  documents dated March 26, 2024, the only fault codes present in the vehicle at
  time of check-in for service were ***** and *****.   *** *****
  insists code ***** was also present, however during initial scan at check-in,
  as indicated by our "eAdvisor" scan-tool print-out, was not present at check-in.  *** ***** also asked for a lifetime warranty on the catalytic converter, which we
  aren’t able to provide.  I offered resolution in the form of reimbursement
  for expenses incurred ($221.00) out of interest in customer satisfaction. 
  Customer declined that offer by stating it wouldn’t provide any satisfaction at
  which point I told her we would be offering no assistance.  With the
  initial reimbursement offer not satisfactory, the offer was removed from the
  discussion, and the call was terminated.

  Customer Answer

  Date: 07/20/2024

  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.
  
  Code ***** was present when we dropped the car off which is a misfire. There was a second code as well. This is the second time you have pretty much called me a liar,  to be honest I do not appreciate. The first time was with the initial quote magically being $500 higher than the quote given to me over the phone. The words used was “ I don’t want to call you a liar but that’s not what I have in the computer”… when I mentioned I had you on speaker phone when I took the call and I had been in my kitchen with one of our nest cameras so I had the conversation on my app I could show them immediately the price was adjusted but no one wanted to see that video… still verbally walked around the topic like I was not being honest. Then this entire verbiage of that code not being present upon exam of the car is inaccurate. We have a code reader we pulled the codes and that is how I knew we needed to have it looked at by a good mechanic because it was probably going to be beyond our scope of watching utube and fixing it… which now I’m not so sure of considering we found the coil pack in that condition placed over brand new spark plugs your mechanics installed! So what you are saying is your mechanics didn’t look at the coil pack to catch that the rubber boots and coils were on incorrectly or they did look at it and are so untrained they didn’t catch it?…. it’s one or the other? If you don’t think the poor work completed by placing that coil pack in like that could damage that CAT converter you just charged me $2200.00 to install then why can’t you warranty the work? It’s not like this is a car that will be on the road in 15 years. It’s not like you will be warranting it for decades lol. Something else may go bad long before that UNLESS… you know what I’m saying is right and it’s very possible that BRAND NEW CAT CONVERTER could very well be damaged by your mechanics negligence. The reality is even if the ***** code wasn’t being triggered your mechanics put those new plugs in and placed that used coil pack back in SO….they didn’t inspect it or weren’t trained enough to know it was put together incorrectly and placed it back in like it was correct…which it was not and lord only knows if that wasn’t the actual reason for the misfire because wouldn’t you know it the rubber boot that was on incorrectly with the coil in upside down was the 3RD CYLINDER!!!  You need to warranty this CAT repair for the life of my son driving and owning this car or you need to simply refund the cost of the repairs your mechanics possibly ran afoul with what anyone would view as bad work. 

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

• Initial Complaint

  Date:12/20/2023

  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.

  Brake on our vehicle were done in 2020. It has had a squealing issue and had to be brought in for 3-4 times to this dealership to fix (and charged for each time). The issue persisted and was taken to another dealership who determined the brakes were installed incorrectly (upside down and on the wrong side of the vehicle). New dealership said only way to fix brakes to make them stop squealing was to replace them. I asked the dealerships to talk and that never occurred. After lots of back and forth, the dealership said they would replace the brakes (rotors and brake pads). It took 3.5 months and lots of messages and phone calls to finally get this scheduled. Once schedule, they determined that they were no longer replacing the brakes as they did not squeak, but were also not lubricated and blamed the GM factory brake pads for being squeaking for them They also said it was impossible that they were installed incorrectly. I asked them to get in contact with the other ******** dealership with me on the call. They did and agree, talked to service manager and still did nothing, even after agreeing to replace the brakes. After them having my vehicle I was told it was cost about $1,100 to replace the brakes. I was very clear that this was not an acceptable outcome and not what was discussed and agreed upon. They never even called me back or let me know when I would be getting my vehicle back. I would have never waited that long and driving with a squeaky vehicle, would have never agreed to take it back to the incompetent technicians, especially based on the outcome. Seems retaliatory in nature and that they had NO real intention to fix the issue, but just wanted to give me the run around. Would never recommend this place for service. I asked on multiple occasions if I could get the work done at another dealership and they work it out with them as it could have been done sooner.

  Business Response

  Date: 12/28/2023

  To whom it may concern,
  On the 8th of September 2023 at approximately
  4:22 pm, I spoke with ********* ***** about her brakes.  She sent to me copies of the invoice and
  quote from another dealer that she wanted to have paid by us.  The other dealer alleged we installed
  non-factory parts but were in good condition. 
  They suggested replacing the front pads and rotors to deter the noise.  That invoice from the other dealer is dated
  08/24/23. She visited the other dealer on the 6th of September also. 
  On record at our dealership are 7 visits from Kassandra
  Bates.  Of those visits I am listing the
  brake visits.
  On 11/13/20, RO# ******* 51,480 miles we replaced the front
  and rear brake pads and rotors.
  On 06/29/21, RO# ******* 56,586 miles customer states when
  backing up and turning wheel to the right it makes a scraping noise.  Turned out to be the wheel liner.
  On 09/01/21, RO# ******* 58,548 miles customer states brake
  diag, squeak when using.  We test drove,
  found the noise in rear brakes, cleaned and lubed the pins and test drove
  again, no more noise.  Lubed the slide
  pins on caliper.
  Then nothing for 2 years.
  The customer and I (Tim) spoke over
  the phone about trying to find a solution to getting her brake noise diagnosed
  and repaired if needed.  She stated she
  had it inspected in ********* **** and was told the brakes were installed
  upside down and backwards.  She stated it
  had been weeks since she heard anything and wanted to get this resolved.  She asked if we would pay for another dealer
  in Columbus, Oh for her brakes to be replaced since she no longer lived in
  Wilmington.  I explained that we should
  have the first reasonable opportunity to look over the vehicle and that we
  would not be paying another dealer to perform a brake job on her vehicle.  She stated she could bring the vehicle to us
  but would need alternate transportation. 
  I apologized and explained we did not have alternate transportation
  available and asked if she could bring the vehicle to us and wait while we
  inspected the brakes.  She declined,
  stating that she didn’t want to wait while we performed our inspection.  I attempted resolution by offering to provide
  pick-up and drop off services but again the customer stated she did not have
  alternate transportation options.
                  After
  several weeks, the customer agreed to let us pick up her vehicle and bring it
  back to the dealer for an inspection, which we found on the inspection date of
  December 19, 2023.  Per our inspection
  notes, we found the front brake pads, which we installed new in November 2020,
  were installed properly and had 7mm of brake pad life remaining.  The test drive showed no signs of brake noise
  or any abnormal brake performance.  For
  this attempt at resolution, we exhausted over 6 hours over the two days of one
  of our own employees in just drive time between Bush Auto Place and her
  location, plus approximately one and one-half hours performing our inspection.
                  We
  called the customer and explained our findings and returned the vehicle to her
  the following day, December 20, 2023.
  Tim H*******
  Fixed Operations Director
  Bush Auto Place
  1850 Rombach Ave.
  Wilmington, Ohio 45177
  
  
  I (Angi) never told the customer we would replace.  I told the customer I would not do anything
  without looking at it.  I have more dates
  and information I can provide as well as photos.
  Angi H*****
  Service Manager
  Bush Auto Place

• Initial Complaint

  Date:02/14/2023

  Type:Product 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.

  Bought a **** *** ****** from Bush Auto Place on 6/6/2022
  Within 3 weeks of owning it the car was consuming and burning oil, took the car in within the first 30 days and was told it needed a new engine, I paid for the Lifetime Power Train Warranty, the car has now had 3 different engines in it. Was told it was going to be a new engine but they are all used, junk yard engines. Still consuming oil, censors have been bad, bolts were not put back in after engine replacements. I have had 7 rental cars, I have had to leave work to return rental cars when they need them back. Now being told to get a new engine I will have to pay out of pocket, even with having the lifetime warranty

  Business Response

  Date: 06/23/2023

  We traded **** ****** *** for a **** car on March 9th. this case should have been closed.

  Sorry i did not realize we had not responded.

  Mark Bush

  Bush Auto Place