Complaints

This profile includes complaints for Paul's Car Care Center Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Paul's Car Care Center Inc

  160 College Park Rd Ladson, SC 29456-3517

• 

  Paul's Car Care Center Inc

  3298 Ashley Phosphate Rd North Charleston, SC 29418-8408

• 

  Paul's Car Care Center Inc

  7930 Dorchester Rd North Charleston, SC 29418-3106

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:07/08/2024

  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 took our car in for a simple oil change and for routine maintenance and they ended up messing the car up and their employers fried the computer in the car. Then promised to fix it..it's been a month and they still have not fixed our Volkswagen Jetta, they did not give us our money back either. We finally had to have it towed elsewhere and now their mistake is going to cost us $1500

  Business Response

  Date: 07/10/2024

  This is the second complaint filed for the same issue. We offered to help correct the issue. The husband made a scene and cursed out an employee. All this is recorded on our security video footage. The husband had the vehicle towed away. The part in question ,to get a "new" one from the dealer, is on backorder. Verified by the husband his self. We offered to get a used one to put in until the new one was able to come in. He declined that as well. We wanted to help but they have to let us even if that means installing the used one until the new one comes in (The used is stilled considered a permanent and adequate fix). That also means not causing a scene in front of other customers and children. If we can help let me know.  

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2011 vw jetta at the Ladson Paul's car care center at 4659 ladson rd unit a. It was for a safety check and replace some parts. I paid for the repairs around $400, and they said I was good to go. I got in the car turned it on and it cut right off, wouldn't start again. I went inside and talked to the service manager, he said the pcm is now broken. After reviewing Mike told me when they moved the wire harness it shorted out the computer, and he would get it fixed.
  
  It is a month later now and they keep telling me the same thing, they'll call back they can't find the part. I would like them to fix what they broke so I can get my car back.

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 vehicle to Paul's Car Center on 5/6/24 due to engine light, car shaking and white smoke that started 5/6/24. Within 30 minutes of leaving my vehicle I received what was supposed to be a detailed diagnostic. I was told I needed spark plugs, oil change, system cleaning. I paid $1,592.44. The car was paid for and picked up next day 5/7/24. On 5/8/24 the car was again shaking, white smoke and the engine temp light was now on. I returned the car immediately. There was no communication after 5/9/24 when I called due to not hearing anything and was told there was an internal oil leak that they coud not repair it. I went in person on 5/11/24. I spoke with the Fleet manager Bobby who stated I should have never been offered the services received based on the issue the car was dropped off for. While there, they damaged the fuel injection resulting in a gas pouring from my vehicle. This was repaired per the repair shop on 5/15/24 when picked up. On 5/18/24 the engine light came back on, the car is shaking and there is a cloud of white smoke. The vehicle is unsafe. I am a victim of mechanics hustle. They began to come up with additional issues and told me that they are unable to repair after doing unnecessary work and collecting payment. I should have been told to pay for diagnostic and sent to Ford directly. To date I have note received a follow up call from the general manager Josh, The fleet manager Bobby, who assured me he would assist and also advised me that the services should not have been offered on my vehicle or Mike S*******, who Bobby advised would contact me. When I requested direct contact information from Bobby, I was told no and that I would receive a call. I was provided an email for the general manager Josh after asking multiple times. Bobby, the fleet manager gave me his card and personal cell number, however when I reached out he was unwilling to help and denied me contact information for upper management. I still have not received a call back.

  Business Response

  Date: 06/10/2024

  We are checking into this. Once we come to a conclusion we will update.  

  Customer Answer

  Date: 06/11/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: The business has not been truthful from the beginning, there has been no resolution , and management is not helpful at all. Paul's Car Care towed my car to their location on Ashley Phosphate Road on 5/31/24. I had an extensive conversation with the General Manager Josh C**** on Tuesday 5/28/24, at that time he was supposed to decide which location he would tow the car to and call me back. I never heard anything until I text him on Wednesday 5/29/24 and he replied on Thursday 5/30/24.  On Friday 5/31/24 the car was picked up and I received a call from an employee at the shop with no knowledge of my issue until I explained. I did not hear anything from Josh again.  I received a call from Mike on Tuesday 6/4/24 simply advising me that the diagnostic was not originally done and that I need an engine while quoting me $8,000 for rebuilt and $12,000 for new. I advised mike that I would not be paying for an engine or any additional work from this business. I requested a refund and was advised by Mike that "I have to dive into this this more, I will call you right back". I never received a call back from Mike or Josh, who was initially supposed to be taking care of this matter. On 6/8/24 I went by the shop and my car was in the same place that it was sitting in when it was initially towed, and the vehicle was also unlocked. Subjected to theft because of additional negligence.  The first day it was sitting with the hood open, Saturday 6/8 I sent Josh a text after leaving the location requesting a call back. He replied that he was in a meeting and would call me back.  I received a call back from Josh on 6/8/24 asking "how can I help you"? I advised him that I was following up because I had not received a call back from him regarding my vehicle. His response to me was " I didn't know I needed to call you back, you need an engine". At that time, I advised Josh that his shop charged me for unnecessary work and that I wanted a refund. My car is still shaking and smoking and there has been no resolution offers to fix the issue. Josh told me that I can get a refund for the diagnostic, but nothing else. He then told me that all the work done had to be done to test my vehicle. There was never any testing done on my car. He also attempted to act as if his shop was not responsible for the fuel leak due to additional damage by their technicians. I advised him that I would be there to pick up my car. I went to pick up my car and there was no documentation for any testing or diagnostics done on my vehicle. I specifically asked, “is there any paperwork for my car being here’? He simply said “no”. He had my keys ready and as soon as I left the business he got on the phone. This place has robbed me of $1,592.44 and refuses to refund me anything other than the diagnostic. There services were done without any diagnostics or reason other than the technician guessing he knew he issue. The Fleet manager Bobby advised me himself that I should have never been offered tune up or services provided with white smoke and shaking paired with the engine service light. No one wants to take accountability. I have been without a working car for over one month. There has never been any paperwork with diagnostic findings, engine codes or anything. I also had to push the manager Dave to give me paperwork for the fuel injection system that was damaged, however when I speak to Josh he refuses to admit. There is always a different story anytime I speak to someone there. No one is helping with resolving this matter. This place is using unethical business practices to take advantage of customers that are unknowingly going in for repairs. The response that was sent is not true. No one is checking into anything. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:05/10/2024

  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.

  Overcharged for all the repairs and car is already broke down and had to get towed again today for the same issue of my starter and it was supposed to be replaced and is doing the same thing like they didn't replace it I know I got ripped off and they overcharged me for everything

  Business Response

  Date: 05/10/2024

  The vehicle came in for missing parts. The catalytic converters were stolen. Replacement was cut and dry. All repairs are approved by the customer and tracked via IP address prior to repair. The starter was replaced and has a warranty. If this is the cause of the new issue it is under warranty and explained to Mrs ***** that it will be covered. The vehicle has well over 125k miles and unfortunately cars break down. We can only replace what's needed at that time and cant predict any future breakdowns. We also cant effect someone stealing her original catalytic converters. We can also provide the IP address of approvals and digital signatures for repairs from Mrs *****. We are sorry her car has some issues however it has nothing to do with the prior converter repair(due to theft) and if the new issue is related to the starter, then it will be covered under warranty. Any other findings will be presented to Mrs ***** prior to repair and she will have the option to repair them or not at that time.  I also provide pictures of the cracked battery and messed up terminals and cables on the same repair order. Please let me know if you need anything else.  

• Initial Complaint

  Date:03/15/2023

  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.

  In August of 2022 I had a car Air Conditioner compressor replaced at *****'s Car Care which has since gone out of business. The Air Conditioner worked on and off four months. In March of 2023 I brought my car to ********* **** **** at **** *** ******* **. Summerville SC. **** ****** the manager diagnosed my car as needing a new compressor. Since **** is a good person, he called Paul's Car Care because Paul's Car Care is a **** parts repair shop and ********* **** **** is not. **** was trying to save me money as Paul's Car Care could replace the compressor for free as they are a **** parts dealer and Precision Car Care is not and would have to charge me. On March 6th I was told by Paul's Car Care that the problem was not the compressor at all but the compressor had been plugged in incorrectly and also was low on oil. They said they had to do research on my car and all of this would cost $114.19. I did not want to pay this amount because I brought the car there to get a new compressor. On March 13th I went to pick up the car and had to pay the $114.19 or I could not get the car back. They assured me it had been miss diagnosed at ********* **** **** and did not need a new compressor and was not working fine. Needless to say, On March 14th when I went to turn on the AC it would only blow out warm air. I called Paul's Car Care and they said to bring it back in and they will find out whats wrong with it. I declined saying that I just wanted the new free compressor that I asked for which they refused to install. I asked for my $114.19 back and they said they would not refund me. All I am asking for is the $114.19 back on my ******** credit card. On March 14th, I disputed the charge with ********. I am a senior citizen on a fixed income and the $114.19 is a lot of money to spend for no good reason.

  Business Response

  Date: 03/20/2023

  This isn't how that specific warranty works. There is a process done for ****/******. Since we weren't the original shop that worked on it we have to do our own inspection/diagnostic. That's the fee Mr ******** was charged. Upon that inspection we found a connector issue( obvious when we checked the wires it started working). However it did not quit again til the next day(We had no way of knowing). It worked when it was here. This could have been resolved with returning for another look. However the customer did not and disputed the charge. There will not be a refund as the customer stated above he disputed this with his card company on the date stated above and got his money back. I know certain processes Mr ******** may not have liked or agreed with, but these are not our policies and procedures. ****/****** set these in place. We do what they say. Its not as simple as just "getting a free part" when you like. We strive to do the best we can and not sell anything that's not needed. This includes false warranty work that may cause us to lose our **** Car Care Center privileges. Lastly When the part is shipped back to the manufacturer for the warranty inspection and if/when they deem it to be a bad connector issue it will then be charged back to our company at full price. Thus making us lose money on a car we DID NOT originally do or install the parts on. Once again we are sorry for the outcome but we did what we deemed to be honest on our end considering the compressor was working while it was there and when the vehicle left. 

  Customer Answer

  Date: 03/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because we were never told before hand that there would be this $116.19 charge. We have been told that this would be a free service. We never would have authorized this work if we knew there would be a charge. We are on a fixed income and we are senior citizens. This is not right at all.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:07/21/2022

  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.

  Carried my 2012 Dodge Journey to the Ladson shop with transmission issues and overheating August 23, 2021. I was informed I needed another transmission and that something had melted and that would be more due, told them to go ahead. Received the car back September 24, 2021 and paid everything in full $4428.40. On September 25, 2021, while driving the car the transmission kept slipping and the reverse light was on when the car was in drive and moving. I immediately called the shop back to let them know. I returned the car September 27th to the shop and a replacement transmission was put in. In October I was informed it needed a new water pump, I said go ahead when I got the car back I paid the balance. In late October the car started overheating AGAIN and had to remain parked. I called them back and explained that it was in my initial complaint but they had no record. I added that a part was needed that was melted due to overheating, so how would you not know it was overheating if this part had to be replaced? A complete check needed to be done to assess the extent of heat damage, cause, solutions, etc. Apparently none of that was done. On November 29, 2021 the car was towed from my address to the shop and I was informed it needed a new engine. The vehicle has been there since. I have gotten little information regarding the replacement engine and many excuses such as high work load, incorrect parts received, high work volume and employees resigning. None of which have anything to do with me the consumer. In this time I had to purchase a new car to be able to transport my family to their daily activities. I have been patient, sympathetic, understanding up until July 1, 2022 when I drove to the shop requesting my car be completed or my intent to sue. The owner met me at the shop and promised 2 week completion date, July 15. A mechanic called on July 14 to ask for another extension until July 19 to have the car completed. I went to the shop July 20 and car not finished.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 8, 2022/07/28) */
  Once the initial repair was started (transmission) and completed we found the vehicle had been overheated (this was never stated prior to the transmission repair agreement) as well as it needed a transmission. In the complaint stated above you see the customer knew about the overheat and failed to disclose this information prior to transmission repair. we diagnosed the problem and she authorized repair. We installed a used transmission due to cost to meet the customers financial needs. The car was picked up but then over heated again. Thats when we found the extent of the overheat. They overheated it to the point it melted the plastics attatched to the vehicle and from there we recommended an engine. The customer didnt have the money and told us to not fix it. after several months went by and dealing with the husband as well they finally agreed to do the engine. The initial used transmission had a code in it so we warrantied it out as well. In an effort to help the customer we offered to do the engine at no labor cost since it was just an addition few hours to pull the engine at the same time. In the months that had passed since the initial conversation and price on the engine that engine had sold. we then found another engine that was more money. at no additional cost to them we were willing to do it at the same price. once that engine arrived we found it was damaged and requested another. they didnt have one so we sourced another. once it arrived we found that it had the same initial failure as the other. Rocker arms fell out and cam shaft was chewed up. We then called the salvage yard and they sent another. keep in mind the logistical issues we all face due to covid and no employees at a lot of these places. Between engine pull time and ship time most of these engines take 2-3weeks to get to us. so the lst engine arrives to us. At this point we are almost double the initial estimate at no extra cost to the customer and still no labor charge to install engine. All this because the customer didnt have the money to buy a new engine which was roughly 5 times the cost of the used. The last engine shipped in had the same issue as the prior two( rocker arm and lifter failure) It was at this point that i met with ******* and gave her the choice to either buy a new- which they didnt have the money for, call the salvage yard and have them ship another, or i would repair the last one shipped at no cost to her. Repair to that engine cost me 900 in just parts and roughly 7-8 hours labor to repair. She opted to take me up on the offer to fix it. I told her the parts had to come from the dealer and give me two weeks to complete. The dealer ended up taking longer to get one part and we complete the job 2 days later then expected. It was then i talked to ******* and her husband to find out that they didnt have the money to pay for the repairs authorized by them and filed this complaint. We have given given and lost completely on this job to the tune of giving them roughly 2000.00 in labor and well over 2ooo.oo in parts. The vehicle has been ready for days now and customer stated it will be next month before they intend to pick up. We've been fair and taken into consideration time and logistical issues we all face.