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:03/27/2023

  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 charged $900 for having a fuel pump fixed when I took it there my gas gauge worked just fine but after wards it stopped working when I contacted them they were going to charge me again to fix it when they were suppose to reset it when they did the fuel pump. The fuel pump when I called to a different shop he said the pump is only $270 brand new and would fix it because he would have to replace the pump again because they wired it wrong I do have a receipt if needed I feel like I was taking advantage of because I was a single female who didn’t really know much about cars

  Business Response

  Date: 04/17/2023

  Maxi Auto Service received a phone call about a broken down vehicle at a local gas station. On the phone they stated that they were unaware of what had happened, they may have ran out of gas but that they put some in and it did nothing towards getting it to start. I advised them that I would need to see it in order to see what was wrong with it. I was then advised by the client that they would not have the money to have it towed for a day or two. In order to avoid it being towed by the city I offered to allow her to have it towed and have the bill placed onto the invoice.
  3/2/2023
  Maxi Auto Service diagnosed the 2002 GMC YUKON as having a bad fuel pump. The client was called and made aware of our assessment and a detailed breakdown of the cost of repair to include; parts,labor,taxes and the sublet (tow service). The customer made the statement they would like the repairs completed however, they would need a couple of weeks before they were able to pay it in full. The customer and I (***** *****, Front end Manager) came to an agreement to hold the car without the customer acuring storage fees; which typically become applicable after 7 days at a rate of $35.00 per day. The customer then let me know that she would be in to make the first payment on 3/3/23.
      3/6/2023    Led- ker  
  The customer's grandmother called to see if I would be willing to allow her to retain her vehicle and make payments. I informed the grandmother that we offer 2 separate finance options and
   
  have several local loan places we could refer her to if need be. The client was sent the applications to her cell phone for the finance companies (SNAP and KOALIFI) both applications were declined. The customer then called back asking what further options I had available, which the customer was informed that I had already offered all that we have in house that her next
  step would be to consult an outside finance company and/or family, if she wished to retain the vehicle sooner. The customer was then made aware that I would still be willing to waive storage fees and hold her vehicle until she was able to pay the bill.
  The customer came in on or about March 7th in need of an item from her vehicle, she then started she would be in on the 10th of March to make the first payment towards her total.
  3/15/2023
  The customer's grandmother called Maxi Auto Service again to demand that her granddaughter's car be returned without 100% payment and let her make payments going forward, that she was going to lose her job. I informed the Grandmother that I was unable to return the vehicle , without payment and reminded her that I have yet to receive any payment towards the total. The grandmother proceeded to harass the front end manager over the course of the next week wanting the car to be picked up on partial payment or by allowing the customer to postdate a check.
  Customer picked up the vehicle on 03/23/2023 with payment in full.
  3/23/2023
  At pick-up the customer was told that she maintained a 12 month parts/labor warranty over the  fuel pump. A few hours after pick-up the customer called and said that her fuel gauge was not working, and the customer was advised that it could be an issue within the fuel pump or an outside issue that would have to be diagnosed to find out. Customer was recommended to drive it a little further and see if it is just where she had run it out of gas.
  3/24/2023
  The customer called to say that it still was not reading properly, she was instructed that she would need to bring it in to be diagnosed to see if the problem is with the fuel pump or if it lies elsewhere since the vehicle came in with not enough gas in it to move the needle off of empty.
  The customer then asked about possible cost that would be associated with it, they were informed that the reason for the issue would need to be known to see if it falls under warranty or not. The customer then began yelling that she would just take it elsewhere and would be contacting the BBB because the warranty should include the entirety of the vehicle . That afternoon the grandmother called back wanting to know why we were not holding up the warranty, in which I informed her that the warranty does in fact apply if the issue lies in the fuel pump and not a pre existing issue or a secondary issue, the warranty covers the fuel pump and the fuel pump alone.
  3/28/2023
  During testing the fuel level signal seemed inconsistent coming from the fuel pump so the pump float was repaired, the customer was encouraged to keep an eye on the gauge as the gauge intermittently seemed off but could need a couple of cycles.
  3/30/2023
  Customer called and said the vehicle had stopped in Benton,TN. The customer was asked if they had been keeping up with their mileage and monitoring the gas gauge to note inconsistencies. Customer claimed that there was plenty of gas in the tank, and the vehicle was towed under warranty. Up on arrival the vehicle was noted to be out of gas with the gas hand reading empty. After speaking with the customer she noted that the gas tank was reading at a quarter tank. We put $10.00 of gas into the vehicle to begin testing, we went ahead and
  replaced the fuel pump under warranty due to customer request and ran testing afterwards, the readings at the fuel pump were accurate but the gauge cluster is reporting inaccurately. The customer was informed that due to testing and everything being done under warranty that we could try and fix the issue that at this time her fuel pump is performing as desired and she does in fact have a secondary issue within her gauge cluster. Customer was informed of repair steps and corrective action that could be used until they complete the repair.
  The tow bill and diagnosis was covered under warranty as a courtesy.
  Since the first instance of harassment a flag has been placed on the customers account, warranty coverage on fuel pump only, no future work due to abuse of staff and failure to maintain payment schedule, resulting in retention of vehicle longer than agreed upon without storage fees.
  
  

  Business Response

  Date: 04/17/2023

  Maxi Auto Service received a phone call about a broken down vehicle at a local gas station. On the phone they stated that they were unaware of what had happened, they may have ran out of gas but that they put some in and it did nothing towards getting it to start. I advised them that I would need to see it in order to see what was wrong with it. I was then advised by the client that they would not have the money to have it towed for a day or two. In order to avoid it being towed by the city I offered to allow her to have it towed and have the bill placed onto the invoice.
  3/2/2023
  Maxi Auto Service diagnosed the 2002 GMC YUKON as having a bad fuel pump. The client was called and made aware of our assessment and a detailed breakdown of the cost of repair to include; parts,labor,taxes and the sublet (tow service). The customer made the statement they would like the repairs completed however, they would need a couple of weeks before they were able to pay it in full. The customer and I (***** *****, Front end Manager) came to an agreement to hold the car without the customer acuring storage fees; which typically become applicable after 7 days at a rate of $35.00 per day. The customer then let me know that she would be in to make the first payment on 3/3/23.
      3/6/2023    **** ***
  The customer's grandmother called to see if I would be willing to allow her to retain her vehicle and make payments. I informed the grandmother that we offer 2 separate finance options and
  
  have several local loan places we could refer her to if need be. The client was sent the applications to her cell phone for the finance companies (**** *** *******) both applications were declined. The customer then called back asking what further options I had available, which the customer was informed that I had already offered all that we have in house that her next
  step would be to consult an outside finance company and/or family, if she wished to retain the vehicle sooner. The customer was then made aware that I would still be willing to waive storage fees and hold her vehicle until she was able to pay the bill.
  The customer came in on or about March 7th in need of an item from her vehicle, she then started she would be in on the 10th of March to make the first payment towards her total.
  3/15/2023
  The customer's grandmother called Maxi Auto Service again to demand that her granddaughter's car be returned without 100% payment and let her make payments going forward, that she was going to lose her job. I informed the Grandmother that I was unable to return the vehicle , without payment and reminded her that I have yet to receive any payment towards the total. The grandmother proceeded to harass the front end manager over the course of the next week wanting the car to be picked up on partial payment or by allowing the customer to postdate a check.
  Customer picked up the vehicle on 03/23/2023 with payment in full.
  3/23/2023
  At pick-up the customer was told that she maintained a 12 month parts/labor warranty over the  fuel pump. A few hours after pick-up the customer called and said that her fuel gauge was not working, and the customer was advised that it could be an issue within the fuel pump or an outside issue that would have to be diagnosed to find out. Customer was recommended to drive it a little further and see if it is just where she had run it out of gas.
  3/24/2023
  The customer called to say that it still was not reading properly, she was instructed that she would need to bring it in to be diagnosed to see if the problem is with the fuel pump or if it lies elsewhere since the vehicle came in with not enough gas in it to move the needle off of empty.
  The customer then asked about possible cost that would be associated with it, they were informed that the reason for the issue would need to be known to see if it falls under warranty or not. The customer then began yelling that she would just take it elsewhere and would be contacting the BBB because the warranty should include the entirety of the vehicle . That afternoon the grandmother called back wanting to know why we were not holding up the warranty, in which I informed her that the warranty does in fact apply if the issue lies in the fuel pump and not a pre existing issue or a secondary issue, the warranty covers the fuel pump and the fuel pump alone.
  3/28/2023
  During testing the fuel level signal seemed inconsistent coming from the fuel pump so the pump float was repaired, the customer was encouraged to keep an eye on the gauge as the gauge intermittently seemed off but could need a couple of cycles.
  3/30/2023
  Customer called and said the vehicle had stopped in Benton,TN. The customer was asked if they had been keeping up with their mileage and monitoring the gas gauge to note inconsistencies. Customer claimed that there was plenty of gas in the tank, and the vehicle was towed under warranty. Up on arrival the vehicle was noted to be out of gas with the gas hand reading empty. After speaking with the customer she noted that the gas tank was reading at a quarter tank. We put $10.00 of gas into the vehicle to begin testing, we went ahead and
  replaced the fuel pump under warranty due to customer request and ran testing afterwards, the readings at the fuel pump were accurate but the gauge cluster is reporting inaccurately. The customer was informed that due to testing and everything being done under warranty that we could try and fix the issue that at this time her fuel pump is performing as desired and she does in fact have a secondary issue within her gauge cluster. Customer was informed of repair steps and corrective action that could be used until they complete the repair.
  The tow bill and diagnosis was covered under warranty as a courtesy.
  Since the first instance of harassment a flag has been placed on the customers account, warranty coverage on fuel pump only, no future work due to abuse of staff and failure to maintain payment schedule, resulting in retention of vehicle longer than agreed upon without storage fees.
  
  

  Customer Answer

  Date: 04/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ********* *******