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:07/01/2025

  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 dropped off my 2017 Jeep Patriot to get a quote of $199.00 to fix a couple of scratches on the driver side back door. That is what ***** told me and my boyfriend, ***** in person last week of June 2025. Yesterday, 6/30/2025, when we picked my Jeep up, the bill was $802.50!!!!!!!!!!This is ***** typing now. I went in to the auto shop offices 2x this morning, 7/1/2025, and nobody could help me with the wrong amount charged. ***** was supposed to call me and he never did. So, I CALLED HIM just 1/2 an hour ago and they said they "painted" the doors even though some *** said to the cashier - NO paint was required and the invoice/bill says "paintless" dent removal spots, which we did NOT ask for dent repair. ***** also said to me that they decided on their own to buff out and treat the quarter panel and bumper!!!! WE DID "NOT" ASK FOR THAT AT ALL!!! Absolutely ridiculous and illegal to do whatever they feel like doing without asking the Owner of the vehicle and charging them 4x the amount agreed upon. Settlement would be the difference of the agreed upon amount of $199.00 deducted from $802.50 bill paid in full which would be $603.50 and that would be the end of it.

  Customer Answer

  Date: 07/02/2025

  Attached is a picture of the invoice which even says paintless dent removal and we didn't even say anything about any dents at all. Just a couple of scratches on the back driver door. Like I mentioned before the *** on the phone told me that his autobody *** decided to do the quarter panel and bumper on his own which were never mentioned and those words never came out of my mouth. He told the *** he goes well I have to get this or it won't look right, so if that's the case then they should pay for it; not just do it and make the customer pay for what they didn't ask for. I just wonder how many other customers they took advantage of and made them feel helpless. I just paid $1300 a few weeks ago for bodywork on the opposite side of my jeep and when the *** told me just $199 to fix a couple of scratches I thought great but then the bill came up to be $802.50? No way would I have ever agree to that especially since I never asked for the wheel well and bumper to be done and didn't know anything about any dents because they are the ones that probably put the dents in it.

  Business Response

  Date: 07/03/2025

  Customers had brought their Jeep Patriot into our body shop,approximately a month prior to the date of the appointment at issue, for body work done on the passenger side of the vehicle: body repairs, sanding, painting, clear coating, etc.  They were happy with the work and paid the bill approximately $1350.  While that work was being done, Customers inquired about getting some scratches on the drivers side of the vehicle buffed out.  It was explained that buffing is a cheaper alternative to having the affected area re-painted, like they had just done with the passenger side, but it would not yield the same result.  At that time, they were provided with an oral quote of $199 for just buffing, no paint involved.   

  Some weeks later, Customers made an appointment with our Body Shop Manager, over the phone, to have the drivers side doors of their Jeep Patriot painted.  Customers then dropped the Jeep off overnight after the body shop was closed.  Customers left the keys in the night drop-off box with an envelope that was handwritten and signed by ***** *******, stating,Jeep Patriot Driver side Doors Painting. (A copy of the envelope is attached hereto.)
  Consequently, our body shop took the needed steps to paint the drivers side doors: repairing scratches, dents, sanding, painting, clear coating and buffing and provided customers with a bill for such, in the amount of $750. Plus, sales tax.  Ms. ******* came to pick up the vehicle, was happy with the work and paid the bill with no comments, questions or concerns about the amount of the bill or the work being anything other than what was requested.

  A day or so after Ms. ******* picked up the vehicle, we received an angry phone call from her boyfriend stating that customers were overcharged, that we did more work than was requested and the bill should have only been $199.  At that time, it was explained that Customers requested the doors to be painted and that is what was completed.  It appears as if there was miscommunication between Customers, themselves, as to what each expected, that is unfortunate, but it is not our concern. It is clear from the phone conversation with our manager and the hand-written, signed envelope, that Customers commissioned us to paint the drivers side, not just buff the scratches, and that is what was done, done well, charged for and paid for without complaint at the time of pick up and therefore are not entitled to any recompense.

  In addition, it is upsetting and out of line for Customers to accuse us of putting dents in their vehicle and of taking advantage of our customers.  We have worked on thousands of customersvehicles in our twenty -three (23) plus years of business.  We have many repeat customers, including these Customers.  We are a ********************** A+ rated business, and an AAA approved auto repair center because of the trustworthy service we provide.

  Customer Answer

  Date: 07/03/2025

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *******

  First of all, this *** is lying through his teeth and did not mention the fact that he told me, *****, in person that his auto *** said he took it upon himself to work on the ""quarter panel and bumper"" because it will not look right if I don't do it."" which we did NOT request!!! I said that is NOT your call and you are supposed to call the customer first to get approval on ""NON-APPROVED"" work. Do you remember that??  It was NOT "weeks" later but only one week later we scheduled to have two scratches on the driver side rear door repaired for $199 as told "in person." You also said we will use touch up paint for the scratches and that is what ***** was reminding you of in her note because she did not want you to forget what you said. We are asking for the last time, a refund in the amount of $603.50 or we will take you to small claims court and take advantage of my Veteran status as I pay in to an attorney. Ridiculous that you have no integrity or honesty and lie and "forget" to mention the actual details of your words to me in person. I will also put it out there on social media and mention it to the channel 4 news crew to see if this draws out any other ex-customer that has been taken advantage of and has been afraid to speak up; just like the "ME TOO" movement.

  Customer Answer

  Date: 07/07/2025

   

  I have two attachments to add to my complaint that will clarify everything to the Scammers at Steubenville Pike Auto.

  Business Response

  Date: 07/10/2025

  As was explained to you both, much more time and labor goes into prepping and painting a door, rather than just buffing scratches, and consequently you get a better result. You had just had the other side of the vehicle painted, so even though there were discussions about just buffing the driver's side of the vehicle, there was no reason to believe that when ***** spoke with our manager over the phone and made an appointment to have the doors painted and left the keys with a note stating that the doors were to be painted, she meant anything other than having the doors painted.  We prepped and painted the driver's side doors and you were both satisfied when you picked up the vehicle and paid the bill without complaint.  In fact,our body shop manager said that you commented on how good it looked.  It wasn't until the next day that you called and were upset about the price paid for the work that was done and we believe that is a result of the receipt you were given.  Regrettably, due to the absence, on the day that you picked up your vehicle, of the employee who would normally prepare the invoice, the invoice you were given did not accurately reflect all the work that had been done, that the door had been sanded, prepped and painted as requested and instead mentioned buffing and paintless dent removal.  Then when you called, you somehow got the impression that you were charged for additional work to the bumper and quarter panels.  This is not true.  You were only charged for having the doors painted as requested.  Clearly there was miscommunication at the heart of all this and we take responsibility for not documenting things better.  However, a lot of work was done on your vehicle to make it look great.  You state that you thought you were having only buffing done for $199, given conversations and the envelope that was left,we understandably thought you were asking to have the doors painted, which was done at a charge of $750; a difference of $550.  We have incurred the expenses of painting the doors and you have received the benefit of having the doors painted.  It is obvious that there has been miscommunication, and it is unfortunate that you call into question the integrity of our business rather than just trying to work through the issue at hand.  Nothing done to your vehicle was done maliciously or intentionally to cost you more money; it appears to be a terrible miscommunication.  Therefore, we propose a refund of $275 which is half the difference between the work that was done vs. just having the scratches buffed.  Please let us know if this compromise is agreeable to you.

  Customer Answer

  Date: 07/10/2025

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *******

  (Then when you called, you somehow got the impression that you were charged for additional work to the bumper and quarter panels.  This is not true.) This is your statement. THIS "IS" TRUE. IT WAS NOT A PHONE CALL BUT THE AUTO MANAGER TOLD ME "IN PERSON" THAT HIS BODY *** SAID I HAD TO DO THE QUARTER PANEL AND BUMPER OR ELSE IT WOULD NOT LOOK RIGHT. I SUPPOSE YOU DO "NOT" BELIEVE IN GOD OR ARE ANY KIND OF CHRISTIAN TO SIMPLY LIE ABOUT THOSE FACTS. YOU "DID TELL ME THAT IN PERSON" AND WE DID "NOT" SAY ANYTHING ABOUT DENT REMOVAL AT ALL AND YOU TOLD ME DENT WIZARD CHARGED YOU $200 FOR THE PAINTLESS DENT REMOVAL WHICH WAS "NOT" ON ******* ENVELOPE NOTE. TELL THE ***** AND IT WILL SET YOU FREE. GODSPEED. 

  Customer Answer

  Date: 07/21/2025

  ---------- Forwarded message ---------
  From: ***** **** <*******************************>
  Date: Mon, Jul 21, 2025 at 11:29 AM
  Subject: Re: You have a new message from the BBB serving ******************** regarding complaint #********.
  To: Better Business Bureau <*******************************************************************************>
  
  
  We decided to accept the $275.00 refund from Steubenville Pike Auto.

• Initial Complaint

  Date:01/16/2025

  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 looking at a truck at Steubenville Auto. I didn't negotiate the price down. I had a trade in. They offered me an amount and I accepted it. They gave me a bill of sale and told me to go to my lender to secure a loan, and I did. The bill of sale makes no mention of the number of keys they expected, but in our conversations, they asked me at least twice about how many keys I had to accompany my trade. I informed them that I had one. When I went to complete the purchase, they told me that they had to increase the price beyond the price stated on the bill of sale because I didn't have a second key. I refused to give them the additional requested $200, and now they will not sell me the truck. During the process, they asked me to come to their lot multiple times for reasons beyond my understanding. I complied, taking PTO at my job to do so. I have had my credit run, and still need to purchase a vehicle, and will now need to have it run again. I'm concerned, among other things, that I will not find a comparable vehicle at the same price, that my interest rate will be higher, and that I'll lose more time and money in my search. For these reasons, I'd like to have the credit inquiry related to this purchase removed from my credit report. I've attached our bill of sale for this agreement. You can see that there is no mention of the number of keys.

  Business Response

  Date: 01/23/2025

  
  Better Business Bureau
  Serving ********************
  ****************************
  ****************; 15106
  
  January 23,2025
  
  RE:  complaint ID:  ********
  
  
  I received your letter dated January 16, 2025, regarding **** *****.  I have reviewed the issue complaint and discussed the issues with our sales manager.  ******** was scheduled to purchase a truck from us but did not have the extra key needed for the vehicle that he was going to trade in.  We explained that there would be a $200 additional fee for the replacement of the extra key that he did not have.  He was told on multiply occasions that the trade in price was based on the truck with two keys.  He did not want to pay for the replacement cost of the extra key.  We chose not to move forward with the deal and canceled the transaction before any paperwork was signed.   We never arranged any financing for Mr. ***** nor did any credit inquiry. Therefore, we have no ability to help with anything related to his credit report. 
  
  Sincerely,
  
  Steubenville Pike Auto