Complaints

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

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  Driver's Edge

  2648 Fm 407 E STE 225 Argyle, TX 76226-7028

• 

  Driver's Edge

  6020 W Park Blvd Plano, TX 75093-4302

• 

  Driver's Edge

  8450 N Macarthur Blvd Irving, TX 75063-4203

• 

  Driver's Edge

  1213 W McDermott Dr Allen, TX 75013-6305

• 

  Driver's Edge 4223

  2050 Glade Rd Grapevine, TX 76051

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:02/22/2024

  Type:Sales and Advertising 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.

  * 01/11/2024 & 01/12/2024 * $1530.60 * Committed to provide me with a free brake ************************ Pricing * Nature of the Dispute: Need adjustment on the total amount owed to them...Need the Diagnostic Time Labor Amount Removed and the Alignment Labor Amount Removed *Business did not even call me to tell me that they were charging me those additional amounts *Workorder # ***** *Invoice # ***** *Advertisement was on the bottom of their sign outside their shop saying free brake inspectioin

  Business Response

  Date: 02/28/2024

  Hello, 

   

  Please see attachment for the response to complaint ******** regarding ***********************. 

   

  Thank you. 

  ********************** 

  Sun Auto Customer Care

  Customer Answer

  Date: 03/01/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/19/2024

  Type:Product 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.

  Today February 19, 2024 I went to drivers edge with the intention to get my ** inspected for free. They accidentally ran state inspection instead, and uncovered a bunch of other issues within the vehicle. They went over my statement and how much it would be for the diagnostic to fix the engine light on and there was some issues with the brakes. I was confused when the cashier approached me with these issues because my intention was not to get a state inspection done and I was like OK did you guys look at the ** problem because its not blowing the way I would like for it to. They did not exactly disregard my question, but they pretty much said that I had to address this issues or else I would fail my inspection in a few months. So i just decided to let them run the diagnostic and I called back the store and asked about the ** issue and they apologized for not getting to that when that was my initial request. I had left the shop but came back. (Note i went it around 9am and left at 1pm and came back from pick up around 3pm) and they got one of the employees to drop me off back at home. when the cashier gave me the total of how much it would be to fix the ** issue the engine light on in adjust the brake problem. It was over $2000 and due to some financial strains I was not able to go through all of it. Instead, I just addressed the engine light and the brake problem and I would just take care of the ** issue at a different place. I feel like I was manipulated and taking advantage of although they did a really good job with the work. I paid so much money, and I left the shop in tears because, I just had no other option but to pay that amount. I dont know what to do.

  Business Response

  Date: 02/27/2024

  To Whom It May ************************ customer came into our shop for a state inspection and obviously needed brakes and the check engine light was on, which was addressed and taken care of. After this, the customer called back stating her ** was not working. **************, ****, offered to check it out at no cost. **** checked the vehicle and found that the ** had a bad resistor and quoted the customer $229 to fix it. The customer declined to have the resistor fixed.

  Respectfully, 

  Sun Auto Customer Care

   

• Initial Complaint

  Date:01/15/2024

  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.

  On April 7, 2023 I had my car serviced at the Driver's Edge West ***** location, which included a battery replacement on my 2015 ****** Rav4. They installed a battery that was too large for my car which ultimately caused my battery to come loose. The last several months I have heard knocking in my car. I wasn't sure what it was until my car died on Jan 4 **** at work. When I lift up the hood, the battery hold down was missing bolts and my battery had come completely loose. The negative terminal had come completely off. The loose battery could have caused a fire or engine damage. When I brought my car into the ****** dealership, they said I came right in time. I tried contacting corporate and sent messages on social media with no response.I'm looking to resolve this complaint with reimbursement of BOTH battery replacements due to faulty install plus damages, totaling $394.96 (breakdown provided below). Video of the missing bolts can be found by clicking on "overall inspection report" here: (****************************************************). Pictures are also attached, along with both receipts.Drivers Edge battery fees are $272, minus service discount of $86, plus part tax $16.49, totaling $202.49.****** Grapevine fees are $192.47.TOTAL REIMBURSEMENT REQUESTED: $394.96

  Business Response

  Date: 01/19/2024

  To Whom It May ***************** are currently working with the customer and will be refunding $394.96.

  We are confident this will exceed the customer expectations and handle the situation accordingly.

   

  Sincerely,

  Sun Auto Customer Care

  Customer Answer

  Date: 01/19/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/04/2023

  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.

  This shop worked on my car August 28th and they put a transmission in in September. It didn't work. They put a second transmission in. I had to take it back. They had it until October 16. The car was fine initially, but then this Friday and it sat in the driveway over the weekend. This morning I noticed transmission fluid was leaking. I called them and told them what was happening. The person I spoke with said that he couldn't work on it. I got bills from the toll company saying my car was charged during the time when the car was in their possession. We asked for a refund for the toll. He said he would not work on the car because of the toll issue.

• Initial Complaint

  Date:11/21/2023

  Type:Product 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 11/18/2023, I took my ****** Corolla 2020 to Driver's Edge (***************************************************) for an oil change. I was charged $889.25 for the service, which included $572.02 for labor.When I was waiting for my service to be done, I was told that the brake needed to be replaced immediately. I was not aware of this issue prior to taking my vehicle to the shop. The shop employee told me that the brakes were in dangerous condition and that I needed to have them replaced right away.I agreed to have the brake pads replaced, but I was not given an estimate for the cost of labor. I was surprised to see that I was charged $572.02 for labor only, as I believe this to be an excessive amount. The total service time was from 8:11 AM to 10:38 AM, which is a total of 2 hours and 27 minutes.I have contacted Driver's Edge to discuss this issue, but they have refused to refund me the difference. I am requesting that the Better Business Bureau investigate this matter and help me to resolve it.

  Business Response

  Date: 12/29/2023

  Please see attached letter. 

  Customer Answer

  Date: 01/10/2024

  I am rejecting this response because:   

  They said they put two technicians, but they didn't inform me until right now.

   They also didn't inform me that the labor cost was nearly $600 high when I was informed to change the brake.

  Also, they lied about "When he called, I explained everything to him once more". I wasn't able to reach them by calling their number.

  Overall, I believe they are overcharged.

  As per the attachments, the average cost of change brake is $259-$303 ($91 PARTS + $168 LABOR), and they charged $444; the average cost change filter is $67-82 ($26 PARTS + $41 LABOR) and they charged $115; etc...

  Thanks for helping,

  Best Regards,

  Shuangzhou

   

  Business Response

  Date: 01/27/2024

  Hello, 

  Our position on this matter has not changed. The prior response we provided to you is still valid.

  Thank you, 

  Sun Auto Customer Care 

• Initial Complaint

  Date:09/28/2023

  Type:Product 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 took my car to be looked at today for a coolant leak. When I took it there, my car only had the leak and it wasnt overheating. I took it there for a diagnostic which they charged me $150 for. When I went to pick up my car, I noticed a long line of coolant that had been dripping from my car but I thought maybe they had drained when looking for the leak. As Im driving it home, it started over heating. At this time, they were already closed as it was 6:05 and they closed at 6. When I checked the hood, all of the hoses were loose. They hadnt put things back in their place and the coolant had sprayed all over the engine. Now my car overheats anytime I drive it and I wont be able to get it to any mechanic. My car wasnt overheating like this before I took it there and now I have no idea what else could be wrong with it.

  Business Response

  Date: 10/02/2023

  Please find attached our response to this complaint.

  Thank you,

  ***********************

• Initial Complaint

  Date:07/16/2023

  Type:Billing 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 06-30-2023 I took my vehicle back to Road Runner for a continuing problem with the a/c not working ( no cold air) When they said it was ready I picked it up. They told me it was a defective compressor, covered under warranty and no charge. I left and discovered the next day that the problem had not been fixed. I took it back on 07-05-2023 and told them it still wasn't working and before any work was done I wanted an estimate to fix it. Additionally I asked them to check my brakes but do not do any work without giving me and estimate to fix it. I got a call the next day and was told that the problem was the condenser/dryer and would cost about a thousand dollars (973). I asked why this is the first I have heard of this in spite of the multiple times it had been in the shop. He had no answer. He then told me the brake problem was a master cylinder and would be about 700 or so to fix. He calls me the next day and tells me that in addition to the cylinder it needed the *** control module. I asked him again why they keep seem to find additional things wrong. At this point I told him I wanted ALL PARTS held for me when I picked the car up. I explained that my brother in law was a retired shop owner and would inspect the parts as I felt something wasn't right with this. He said the module repair would be about ****** I was expecting a bill around ****. he told me the bill was just under **** and he had reduced the price ****** to keep it under 3k. The only part he gave me was the master cylinder. I asked where the other parts were and he said he thought I only wanted the cylinder. I checked part prices online for 3 major parts they replaced. I paid at least ****** more for each part than I could've bought them for elsewhere. They charged ***** for BRAKE FLUID!!! its **** a bottle at Auto Zone. I don't feel confident that all repairs were needed and overcharged for parts. This cant be the first time they have done this. KC is the guy I dealt with.

  Business Response

  Date: 07/28/2023

  Both the District Manager and Store Manager have tried to reach customer to discuss her issues with no call back. Our pricing is well within our industries standards. As far as what was needed to do repair properly, those decisions are determined by **************. We put the recommended parts on vehicle and as far as we know vehicle issue has been resolved.  We are sorry for any confusion we may have created in our communications.

• Initial Complaint

  Date:05/19/2023

  Type:Product 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 came in yesterday asking for an alignment and struts (if needed) and they came back with a $3,000 quote saying basically everything in the front suspension needed to be replaced. I was shocked at the price for the struts. Because I had already looked into replacing them, I already knew the price was less than $70 each. They wanted $355.99 each for the exact same part number. This was the same markup on every part they quoted, almost all of which was the exact same model number. I completely understand a markup, but this was unreasonable. When I asked about the pricing, the desk clerk said, "We have to mark it up, and if you buy them on your own no one will warranty the work." These are suspension parts that are usually considered wear and tear, and I wouldn't expect they would be covered under a shop warranty anyway.Labor was quoted as if each component would be individually removed and replaced, not by the total job. These parts are all connected and would require being removed anyway. You can't replace the A-arm, sway bars, control arms, tie rod end to end, and struts without removing something in the way before it. Everything would be done at the same time, (again these would be removed anyway) probably in less than 2 hours. Labor charges were just shy of $900. Worst of all, they still charged me for an alignment and told me they couldn't get it true, until I replaced everything they quoted. So I paid for an alignment even though I told them upfront I needed struts. No struts were installed obviously, but they did the alignment anyway!Inner tie rod same part # from Summit was $54.99 each, Drivers Edge price was $173.99 Struts were $63.95 from Summit and Drivers Edge price was $355.99 Same part # for Control arm was $93 from Summit and Drivers Edge$333.Tie rod ends same part #.... Summit price was $27.99 Drivers Edge was $175.99 SAME PART

  Business Response

  Date: 06/02/2023

  We have submitted a refund request for ****************** and will keep him notified of it's status.

• Initial Complaint

  Date:10/16/2022

  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.

  In July of 2022, my car - 2019 Ford Ecosport - was brought in to the Arlington, TX location of Driver's Edge due to a fuel pump issue. This was my first experience with this business, but I have an extended warranty and they recommended DE. Eric at DE knew of said warranty but did not follow any of the procedures required and did a lot more work than what was approved by them or by us as customers. They approved the necessary repairs which were quoted to cost about $2,000. My car is only 3 years old and had no more than 70,000 miles on it at the time but somehow this man found $6,000 worth of work to do - replacing engine when it had been deemed unnecessary, changing tires, and doing all kinds of extra work. Not to mention it took 6 weeks for me to ever get my car back. Every time we called to check on it, something new needed to be done. By the time it was all said and done, $4000 was paid out of pocket for repairs that we had never agreed to. My dad agreed to $2,000 out of pocket but was misled as to what was actually necessary. The notes on the account are inconsistent with the prices charged and repairs done. DE did not apologize or do anything to explain why it took so much time or why they didn't follow the expected procedure. We feel truly cheated, $4,000 is a lot of money to spend unexpectedly especially due to someone else not doing their job correctly.

  Business Response

  Date: 12/30/2022

  Business Response /* (1000, 5, 2022/10/25) */
  Zee (store manager 4214) has contacted client's father who authorized and paid for repairs. Client had extended warranty that would only cover oil pump belt and tensioner despite signs of internal engine damage (metal in oil pan and internal engine noise). Client authorized to proceed with engine repair at estimated price. Client's complaint is not that the repair was not authorized but more that it took so long to repair. The engine from approval to completion took approximately a week to perform. Including time to obtain engine once approved by client. The vehicle was at the shop approximately a month total, but 3 weeks of that time was due to the warranty company (Easy Care) delaying the process. Which Zee explained to client during conversation. The complaint seems to be more with why Easy Care denied engine recommendation despite obvious signs of damage and took so long to get inspector out.
  
  
  Consumer Response /* (3000, 7, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yet again, the business is not listening to us as customers. When speaking with my dad, he said that store manager offered "a couple oil changes and some tires" as a way to rectify this. We are not upset with the warranty company, we are upset with Driver's Edge for being misleading and not following procedure. When you look at the notes, there are a lot of inconsistencies. As an example, there are no measurements left for what the tire tread was and yet my tires were completely replaced. Another example shows that client DENIED engine replacement and the engine was still replaced. Again, our complaint is NOT with the warranty company because we trust that their inspectors did their due diligence in diagnosing what truly needed to be done at the time. Our issue is that Driver's Edge did unauthorized work and charged us for it when they were told multiple times that they needed to go through the warranty company. Yes, the amount of time the process took was frustrating but that was just the tip of the iceberg and the way the manager has responded to this complaint has now made us feel dismissed and as though he really does not care that his business cheated us. I do not want "a couple oil changes" and thanks to them, I already have new tires that I did not ask for. We are looking for a $4,000 refund and will continue to pursue this action as we feel that this business was absolutely dishonest and disrespectful in their entire handling of myself and my dad from early July to now.
  
  
  Business Response /* (4000, 9, 2022/10/28) */
  I spoke with ***** **** this morning and a resolution has been made. We will be issuing a partial refund in the amount of $2452.32 due to poor communication on authorized amount totals and customer satisfaction. Ms. **** has agreed and finds the resolution fair.
  
  
  Consumer Response /* (2000, 11, 2022/10/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The District Manager I spoke with was very understanding and respectful about the situation, and it felt as though he actually cared about helping us out. We were able to compromise on a partial refund, which I am happy with. I will most likely return to Driver's Edge in the future due to my interaction with Mr. Cochran.

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service 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 9/24 - Significant other took vehicle to location (it had trouble starting). We assumed it was the starter/battery. They did a diagnostic and said it needed a new alternator - which seemed odd but they insisted. Picked vehicle up same day - invoice attached.Still trouble starting, we called back and were told they needed to "flash the battery" - a sublet operation and only one person in all of DFW can do this. Not sure why the vehicle was released if the repair was incomplete, but we continued to wait.After several days with a dead vehicle and no communication from Driver's Edge (after phone calls and physically going back to the store), we decided to let the dealership diagnose on 9/29. And as expected, the alternator was fine - the starter needed to be replaced. They replaced the starter, which is what we believed to be the issue to begin with, and now the vehicle works perfect. That dealership invoice is also attached.So we are left with a brand new alternator which we did not need because they completely misdiagnosed this issue, and released the vehicle stating the repairs were complete when they were not (by their own admission). I don't believe only one person can do this sublet repair (which is irrelevant because it wasn't the issue anyway), but I believe they have a contract with someone locally they've promised all this sublet work to. I have no issue paying for the miscellaneous maintenance they also did, but we are seeking reimbursement for the alternator replacement, which is approximately ~$1200 on their invoice. Figured we would try our hand here before filing a civil motion.
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/10/25) */
  Contact Name and Title: Andrew D*****
  Contact Email: **********************
  District Manager Andrew D***** spoke with the customer last week and agreed to refund the customer due to our miss diagnoses.