Complaints

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

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  Arthur's Automotive

  8804 SE Stark St Portland, OR 97216

• 

  Arthur's Automotive

  104 NE 80th Ave Portland, OR 97213-7014

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:11/16/2023

  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 was trying to get my car fixed through Arthur's Automotive that my daughter was employed by. I was given a quote, that was more than I could afford. My daughter was terminated so they notified my daughter that my car needed to be out of there lot by Thursday November 2, 2023, I was never notified of this, she received a email and responded on Wednesday that we could get my vehicle and engine on Friday morning, which they never responded. I had to pay for a truck and trailer to pick up my car and engine, when they arrived my car was already towed and refused to give them my engine because of a review my grandson did, which had nothing to do with me. They stated he had to take it off before they would give me my engine. So, my grandson did it. Then I had to rehire the mechanic to go back and pick up my engine. I then had to hurry and get to ******** to ************************ by 6:00 pm since, I was the only one they would release my vehicle too.The vehicle was towed by ******** Police, which meant they had to push my car onto the street and call them to pick it up. It was pick up on Friday by eight in the morning. Otherwise it would have just been towed out of there lot. So, now I probably have a ticket too. I feel as the customer I should have been informed of this directly and felt they had no right to have my car towed and should have worked with me the customer on this situation, instead of having all this expense on me. I'm not sure why they handled it this way but feel it wasn't right and not very compassionate to me.

  Business Response

  Date: 12/05/2023

  ***************************** Wrote this For Feedback for us 11/5/23
  
  Karma is a b
  They are the worst in this business, bad customer service, and only interested in making their monthly quota. They did nothing to my car and only wanted to charge me more after they quoted me. Called police to tow my car off the street not their lot ?? Huh Wouldn't recommend or trust this place.
  
  Veille A. from Arthur's Automotive responded on 11/06/2023 05:45 PM
  ********,   I am So Sorry about Your car Being Towed,  It sat in our Parking lot for over 3 weeks, and it sat at our shop for Over a Month.  Your Daughter told us many times she would have the car towed away and or picked up.  She did not follow through.  I reached out to let her know it would be towed and if she or you could not tow it to call me and make other arrangements, I would have been happy to do whatever she needed, but she did not call.  Her car was also towed a few weeks back buy the car lot she purchased from and when I contacted the people that Repossessed the Vehicle they had not been contacted by her about the payment being late and expressed if she would have called they would not have towed it.  This is a pattern and I am sorry you feel we are to blame, but i disagree.  I hope you can find a way to forgive us and I hope you get your car back on the road soon. 

  The Car Was abandoned in our parking lot and they failed to remove the car on multiple occasions, At this time I believe we have done everything we could to work with them and help them and if there was more I could do to help I would.  We Had to call and have it towed away since they had the keys to the vehicle and this was just an unfortunate situation.   We made no repairs to this vehicle and we have never met or had a chance to work on this vehicle,  All repairs were declined and it sat on our property for over a month. 

  Customer Answer

  Date: 12/10/2023

   
  Complaint: 20882553
  
  I am rejecting this response because: 

  I I feel that I was not notified, as the customer, of what was going on with my vehicle. Yes, my daughter worked there and she was trying to get it fixed for me. I was not aware that there was a problem of it being there until it was going to be towed, again, they never notified me. My daughter did contact him the night before, but he never responded and had it towed the next morning by 8:30. We had arranged for it to be picked up that day when they showed up it was gone. She was let go and that's when it became a problem. If I would have been notified I would have taken care of it.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/11/2023

  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.

  My Jeep was being held at Arthur's Automotive. I was informed on 08/11/2023, by the manager, *************************, that my roof-top tent had been stolen. She had been informed "a few days ago" however, did not call police herself or notify me. She could not tell me when the tent was stolen or where my car was parked. Arthur's Automotive had had my car on their property for a month. The tent is over 100lbs and had to have been un-bolted and lifted off the top of my car to take it. I would like to press charges against Arthur's Automotive as they were responsible for my car at the time and it is completely unethical to not notify me an/or call the police as soon as they noticed it was missing. I have had a very horrible experience with with their shop and owner and I do not doubt that this was an 'inside' job. Arthur's Automotive has cameras all around their business. The value of the tent is ******* (does not include installation.) Previously, Arthur's automotive was in procession of my car for repairs. They failed to do their due-dalliance of showing the warranty adjuster the root-cause of a clutch failure. Arthur's Automotive assured me that the cause was from the transmission, however the adjuster said that the auto shop did not show that. Therefore, my claim was denied and I had to take out a personal loan for ******* for repairs. ******'s had my car for about three months, with-in that time I was called twice that my car was repaired and ready. The first time, I couldn't get it into gear and could not get it out of the lot. The second time it worked for one drive and then failed. Finally, it was repaired, worked for about 3 weeks, and then failed again. ******'s got the car on July 5th and released it to me on august 11th. The owner faulted me for the cause of the repair break down.

  Business Response

  Date: 08/16/2023

  I am so sorry for the complications and lengthy down time with your jeep. When you brought ** your jeep in Late March, We established it needed a Clutch Right away and you had asked us to work with your third party warranty company to see if they would cover the repairs.   They were very bad about following up with us after numerous phone calls and also needed you to approve the repairs which took a few weeks time to work through that process.   Once we tore it down we had received the incorrect parts and found out the correct ones were back ordered with no ETA which also took a number of weeks.  Once we completed the Repairs you had expressed an issue with the Clutch and we had found the return spring at the clutch pedal was weak and causing the pedal to stick down and could have led to the failure of the clutch.  That part also took about a week to get in and install.  Once the repairs were completed you had called with an issue that the truck would not go into gear and were close by the shop so we were able to send a technician out to help you and he reported that you had put in first gear and then looked behind you to start backing up and then once you were able to get out of the parking area on the road he reported that you had taken off in second gear which as I said on the phone can be ok in some applications (large trucks) but is very hard on this light duty clutch.   The Clutch Slave cylinder had failed and caused your vehicle to get towed in and we replaced the clutch and slave cylinder and flywheel free of charge (Also Again Parts Took weeks to receive being on backorder) but reported that the clutch and flywheel had extensive wear from severe use and That's when i called you to talk about the operation of the clutch and had offended you which i was very apologetic about and I still feel bad about since that was not how I wanted or expected you to feel after talking with you.   While your jeep was on our property you had a roof Tent installed that was stolen and We being a small business in ******** with all the crime/ drug use and homeless issues just can not be responsible for theft of items that should be removed from your vehicle prior to dropping off for repairs.  When you bring in your vehicle for repairs we have an intake form signed explaining this and we are very upfront about it.   I hope you understand our position and find it right to forgive us.  We would never take anything out or off of your vehicle and my employees also would never do such a thing.   We just covered a **** Dollar warranty repair that we could have easily declined due to abnormal driving conditions but we chose to do the work for you and eat the cost to take care of you because we care about you, your satisfaction and I believed that was the right thing to do.   We are so sorry that the Tent was stolen but we are not the responsible party.  I believe there was a discrepancy with the value of the tent,  my wife said it was ***** dollars plus installation and today our conversation 8/16/23 you expressed it was ***** dollars.  If You want to share the brand with me maybe I can Locate you one at a discounted price and Install if for you to make this up to you.   I look forward to resolving this and will provide the Intake form, and invoices for you right away. 

• Initial Complaint

  Date:08/10/2023

  Type:Product 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.

  07/5/23 thru 07/31/23 Left Vehicle and described issues on original visit and secondary at Arthurs after continued failures. Vehicle was taken to a differen shop for service without my knowledge or approval. Vehicle was in there possession a total of 11 days 8 business from 7:15 a.m.to 5:00 pm and a complete weekend, numerous excuses,non call backs no communication,Asked to have old parts returned, it did not happen,asked for more conclusive estimates with detail,it did not happen,picked up vehicle on final visit with the instrument panel reading incorrectly and the A/C when after 5 minutes failed,Left another message of the failure again that evening July 31st at 5:15 and never received a phone call back or show of concern. Collected the money however each visit they wanted more parts to repair and made excuses each time, I was told one of the owners would contact me again on Monday and that did not happen,Called again on 8/7 asking where was my phone call, 8/8 no phone call all day I'm calling them as they called me then all the excuses in the world started including a workmanship issue prior to there repair which has nothing to do with there diagnosis and repairs from the original day as all is great and okay, then problems and issues each visit it keeps changing.The owner was very argumentive and I stated my request for a total labor refund,which she refused and stated they have a warranty and she needed to verify that it was warm,why would I call for fun? then it started getting worse and everything was my fault parts, not leaving the car over.I ended the conversation made my request again and was denied,I told her I would tale it to another level now she blew up and said I was threating her and the conversation was being recorded, I told her great she should listen to it and ended the phone call. They had the vehicle in possession 11 full days of the month of July with no proper call backs and I have paid and gone with there requests, though I very much doubted, with no change from the on set on July 5 2023 I have an Automotive background and not once did I question price I did questioned a few repair methods which I can discuss with someone and there is much more detail then what I have noted here.

  Business Response

  Date: 08/21/2023

  I am So sorry for the inconvenience and time it has taken for the car repairs.  It did take multiple trips to fix your car and it was difficult to find the problem and now it sounds like there is possibly an issue with the repairs.   We have a warranty on all of repairs that spans nationwide for 3 years or ****** miles.   We would love an opportunity to make this right with you,  For us to do that you would need to drop the car off with us and let us look at it to find the issue and we would do that free of charge of course.  I did call you back and left a voicemail and I am sorry we have not connected since then.  For me the goal is to get the car fixed and also go above and beyond to make this right with you.  We would like a chance to look at it and figure out what the issue is and then we may be able to fix it same day for you or make arrangements from there depending on what the issue is.   If your 25 miles away from our shop and would prefer to go somewhere closer your welcome to call our warrany number and they will refer you to a shop near you and they will cover 100% of the cost.   Technet Warranty Number is  **************       My Name is ******************* and My Contact Number is ************.    Please forgive me sly, we value your business and your trust and will make this right with you.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20449012
  
  I am rejecting this response because: They have not answered  my complaint issues or email requests through the entire thread of information given.

  Eight (8) times is more than adequate and my level of trust and integrity has been diminished,each visit to the next.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/22/2023

  The entire email thread and chain I supplied, shows they have not responded or honored my requests including stating repairs or processes were done,that in fact were not.

  They have allowed nearly the full 14 days to respond  11-12  While no contact was made on how I or the vehicle was from the last visit,7/31/23,  which follows how they respond and inter act with from my visits. I also have taken the vehicle in to a GMC dealership,and a diagnosis has been made to rectify the vehicle problem,which should be complete tomorrow 8/23/23.

  Also on the warranty,I have difficulty thinking that an extended policy will cover a repair  never completed properly,The vehicle,which are referenced in the documents should have never left the repair facility, when not in full working order.

  Yes I received a call from a person only stated a first name which I did not recognize and  left a message that stated; Hi I would like to talk about your 2019 GMC Acadia call me at 77777.

  I called thinking it my be a solicitation because it had been in for repair, Extended warranty people swarm at this time,the call answered to a voice mail with no name,information,Identification as to who they were.. I have much more information as needed.
  

  Customer Answer

  Date: 08/24/2023

  Hi ******,

  I have much more on this case, however the owner V ****** reached out today for resolution and is offering a partial credit,all though I would like full credit' I need to be ethical and fair even under the negative experience. The *** dealership found an A/C compressor not performing properly and replaced it. I asked **************** for re embursement of what I spent with *** in fairness to them.

   

  I felt I should reach out and let you be aware, something lit him up to reach out and resolve.

  I'll advise you if I do receive the credit to my credit it card and close this case at that time.

  Thank you for your time.

  *********

  Business Response

  Date: 09/08/2023

  Sly and I Came to a Settlement and Everything has been Resolved if You could please close this case.

  
  Thank you very much for your help

  Veille ************ *********************************

  Customer Answer

  Date: 09/10/2023

  Not totally satisfied,however let us close this case,they made an attempt.

• Initial Complaint

  Date:01/12/2023

  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.

  in the Middle of December I reached out to Arthurs Automotive on ***** regarding a Mutual customer who's vehicle was brought there for an inspection at which time a lady by the name of ****** answered and informed me the vehicle had a Blown head Gasket and bad motor.I informed ****** the vehicle was under warranty that I was the Legal Owner of vehicle and we would be sending a tow truck to pick up vehicle to take it to shop that warrantied there work we would pay what was owed for Diagnostics and move on,when the tow company arrived 2 days later the business was Closed and their answering machine stated would not be back until January 2nd.I called on January 2nd and once again spoke to ****** she apologized for being on Vacation and not informing me but that was fine at that time I got the exact amount of bill from her and I sent tow company out the following day with a check once they spoke to ****** and Verified the amount a second time. My GM ************************* also Called and spoke to ****** and was given the SAME amount I was given ****** I believe.21st Century Towing showed up with a check and a flatbed to pick vehicle up at that time ****** stated the Bill was over $1400 as they were adding storage to the bill while they were Closed for over a week on vacation might I add. I immediately called ****** and she became very combative and rude stating that's the amount now and that she just works there and doing what she's told. I asked to speak to an owner or person in charge and I was told that was **** and he was gone for the night so I never got the vehicle I Own and was told they would have him call **** have called every day since then asking for him to no avail so we could work this out without attorneys etc but by law they have to notify the Legal owner of any lien on the property which we have NEVER received to this date. This is a form of vehicle theft on their part. We have spoken to our attorney and intend to move forward in the legal system subpoenaing their phone records if need be as all their calls are recorded per them. All we are asking for is our vehicle released for the amount their employee stated to not only myself but to 2 other people as this is a very shady way to do business and I've been doing this for over 35 years and NEVER have has a repair shop try and pull this on me EVER.

  Business Response

  Date: 01/12/2023

  ***************** Owns this Vehicle, an Audi Q7 and She purchased it from a Car Lot I believe this gentleman owns.  She Purchased the car from them with a Blown Head Gasket.   We were Brought Illegal Repossession paperwork and demanded to release a vehicle that we have legal obligation to the person who dropped the vehicle off at our shop.  Repossession paper work was not from the **** it was not Stamped, Dated or even signed and carried no letterhead what so ever.  We have never met or done business with this person filing the complaint and are very sorry for any inconvenience.  We do need authorization from the person whom dropped vehicle off to release to anyone other than them.  We have been verbally assaulted and threatened by this person on the phone during our last conversation.   I Believe thats enough information for you to understand our side of things.  At this point we have diagnosed the vehicle and stored the vehicle for weeks without contact from the customer.

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18730562
  
  I am rejecting this response because:They are 100 percent wrong and inaccurate  we are the Legal owner of said vehicle NOT Miss O day and if they would have done due diligence they would have known the vehicle was not sold with blown head gasket as she had vehicle for over 6 months before she blew then she stopped making payments and ****** law does not require a DMV stamp to repossess a car the sad reality is we showed with all the proper documents as weve done this for almost 30 years this company has broken the law and we will handle it legally period when all they had to do was STOP lying accept what the supposed owners wife stated was the bill owed and moved on but instead they chose to try and Steal a broken worthless vehicle from us that they will will have to pay for once we attach their bond and business license real simple release the vehicle we LEGALLY own for the amount the owners wife stayed and go on with your life and stop trying to steal from people 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/26/2023

  Please Cancel Complaint against Arthurs Automotive as it has been resloved Thank You 

   

  ******* (****) ******

  ****************** LLC

  5401 ***********

  ******** ** 97220

   

  ************ cell

  ************ office