Complaints

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:08/31/2023

  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.

  On 6/14/2023 Car Care 1 changed all of my spark plugs ($379.91) after changing my oil on 6/2/2023. I continued to have problems with my vehicle and on 7/28/23, they changed my shutter assembly ($1,344.50). I picked the vehicle up after work at the end of their day and within an hour my check engine light was back on and I had white smoking coming from the back of the car. I took the car to Smail Ford who was unsure why they did either of these jobs and had informed me that I was overcharged for both services. Ford stated their codes were reading the engine block which is common and under warranty. I called Car Care 1 and at first they told me all of their work was the correct price and right. I did tell them I would take further action as I had already spoke with an attorney and our judges. About an hour later I received a call back that they did over charge for the spark plugs and their codes were reading the engine block and not the shutter assembly. I was reimbursed the $1,344.50 for the shutter assembly and $64 for the overcharge for the spark plugs. I just got my car back yesterday from Ford Smail and they had to re-do the spark plugs. They are saying the spark plugs looked old and were full of gunk. They report that it looks as if Car Care 1 never replaced them or they used very old parts to replace what was there. I did call Car Care 1 back this morning and was informed that they did the work they said they did and I am waiting for the owner to call me back. I feel they have been very dishonest and sneaky with me. They did refund $64 of the $379.91 and I am just looking to get back the other $315.91. I know this is alot of information. If you need anything further, please give me a call at *** *** **** ** ***** ** ** ******************* 

  Business Response

  Date: 10/19/2023

  
  October 17, 2023 
  

  Complaint ID ******** 
  

  On June 02, 2023, we did a routine maintenance oil change for **** this would not have created a check engine light to occur 12 days later. The vehicle came in on 6/14/23 with a check engine light with a stored code of P0300 which is an engine miss fire. Our technician found filed sparks plug and suggested replacing spark plugs, we replaced all 4 spark plugs. 

  ********* returned on 7/28/23, 44 days later with multiple codes. Our technician misdiagnosed the air flow shutter assembly replacement performed. When ********* made Car Care 1 aware of the situation, I reviewed the data on this repair. I admitted our mistake and refunded the entire amount of $1,344.50 on repair order number *****. Also, when reviewing her previous repair order, we also saw that she was overcharged on the spark plugs and refunded her an additional amount of $64.00. 

  
  When ********* went to Smail Ford, they provided her with a diagnosis and a Customer Satisfaction Program #21N12 which duplicated her concerns. The information was that coolant intrusion occurred in the cylinders. That is obvious that would file spark plugs. The spark plugs were replaced, and I find it unprofessional that they would make an accusation of us taking advantage of our customers. We are far from unprofessional, dishonest, or sneaky. If we were we would have denied everything opposed to admitting our errors and issuing ********* a $1408.50 refund. 
  

  Sincerely 
  

  Paul M. Er******** 

  See Attachments

   

  Customer Answer

  Date: 10/19/2023

  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, details of the offer I reviewed appear below.
  
  

  When I first spoke to Paul, he had informed me that his staff would have not made code mistakes or over charge me for items. He had told me if I needed to get my lawyer involved, I could. Not even an hour later, he had called back apologizing and did report that the codes were reading something else and his employees did the wrong work AND that they also over charged me for the spark plugs. To me this is dishonest work as this is 2 occurrences in less than a month to the same customer. YES Paul did do the right thing and refunded me that money. My concern is that after this, I still had issues and that is when I went to Smail Ford. I no longer trusted Car Care 1. That is when Smail had fixed the concern (that was covered under warranty) (this was the code that Car Care 1 saw but didn't fix as Paul had admitted to me). Smail had to replace the spark plugs that Car Care 1 had just replaced. When I reached back out to Paul again to get refunded for those spark plug, he told me he was nothing but fair and was not refunding me. He had told me that if there was engine trouble then yes it would have caused problems with the spark plugs. BUT if Car Care would have fixed the problem with the code that was showing, then the engine problems would have been fixed and I would not have needed new spark plugs. It appears that since they did not do the correct work the first time, the engine was never fixed hence causing more issues with the new spark plugs. I am just looking to be refunded the money that I was charged for those spark plugs as I need to pay for them to be replaced shortly after they did their work. 

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