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 has 12 locations, listed below.

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  Driver's Edge

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

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  Driver's Edge

  1160 E Prosper Trl Prosper, TX 75078-5524

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  Road Runner Lube & Tune, LLC

  5000 North Tarrant Pkwy Fort Worth, TX 76244

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  Driver's Edge 4225

  945 Davis Blvd Southlake, TX 76092

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  Driver's Edge 4231

  1300 N Holland Rd Mansfield, TX 76063

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:08/25/2022

  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.

  Mid-July, the "check engine" light came on in my 2015 BMW. I took my car to Driver's Edge in Little Elm (DE) 7/21/22 to have the light checked out. DE stated I needed a new oil pressure switch, charged $530.54. On the way home from picking up the car, the light came back on. I took the car back to have it checked again. I was told next day they were still looking for the cause & it was like trying to "find a needle in a haystack". Next day, Kenny (mgr) tells me I need to replace the "DME", which is an electronic control unit. He said a new one usually runs $4K but could install a used one for roughly $1,500 Agreed with the used DME option. At the time, nothing regarding warranty was mentioned. While my car was in the shop being repaired, DE mgt switched from Kenny to someone named Kevin. Paid $1,516.02 at completion. Driving home, the light came back on. Took it back a couple days later. After review, DE determined they installed a bad DME & were unable to obtain a new one. They reinstalled my old DME & suggested taking my car to a BMW dealer. So, I left DE with a "check engine" light on & my car NOT fixed. Requested refund - Kevin told me that they spent a lot of time on my car & that he would have to run it by his mgr. After I picked up my car, I took it to a shop that specializes in European vehicles. When they checked my car, they found no issues with my DME & that the problem was completely unrelated. This European shop fixed my car and the light went away - cost $1,718.67. Back to DE: was told I would be called on 8/22 with the response to my request for a refund. No call, so I went to the shop on 8/25 to see about my refund. Was told that mgt would split the cost with me. Told Kevin I found this unacceptable because, not only were they not unable to fix my car, they misdiagnosed the problem in the first place. Was told I would receive a call from reg'l mgt, no call rec'd. Requesting $1,516.02 refund. Appreciate any assistance.

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/08/27) */
  Contact Name and Title: Scot Davis
  Contact Email: ***********@sun.auto
  We are sorry for the miscommunication on our part. The new store manager spoke with you and advised that you will receive a full refund on this ticket. We apologize for not diagnosing the vehicle correctly. It was certainly not done on purpose and we will train better so we don't make these kind of mistakes again.

• Initial Complaint

  Date:08/03/2022

  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.

  Under ******* ********, 8/3
  
  Came in to get inspection. They told me it would take 30 minutes. It actually took 1 hour and 15 minutes.
  
  I believe it did cause they put a massive crack in my window and were trying to figure out what to say.rned it to me as is anyways cause the crack ran towards the top of the window behind the rearview mirror and were hoping I wouldn't notice. It is hard to see if picture isn't at the right angle. I could see a glaring line 15 minutes after i left that wasn't there.
  
  I called to tell them that this happened while my vehicle was there and asked them to look at footage while it was there, He said there wasn't any, but feel free to bring my car in so they could look at it and tell me what may of happened. He said they don't touch windshield's during inspection. Well they broke mine somehow. Convenient he can't be liable, but "could look" and tell me what could of caused the crack.
  
  You were very rude on the phone and I was rude back, but it's very convenient what you are saying. I expect very little from this.

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 5, 2022/08/05) */
  I spoke with the customer after reviewing photos and interviewing the team and have concluded that there is no way we could have cracked the windshield. Customer then began to get aggressive and cussed me out in addition to letting me know he was going to have everyone he knows, even if he must pay them, to continue to put up negative reviews on us.
  
  
  Consumer Response /* (3000, 7, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I didn't cuss him out. I got rude though, the guy sides with himself and says "we didn't do it" and saves himself money. I told him when he first called he was just going to do that, why wouldn't he? I can't prove it he knows that and is taking the cheapest option. The guy said he has sided with his mechanic has not offered to pay anything at all. His whole staff has been rude since the first call. The first guy I talked to lied to this guy about how the our call went and wouldn't help me at all. That's why I had to go this route.
  
  The main reason I contacted BBB is the initial guy refused to work with me or look at damage so I told him I would go to BBB and post reviews everywhere. He told me to go ahead so I obliged. People need to be warned about companies like this. When they treat customers like liars as soon as they speak they should be reported and not trusted.
  
  I have no clue why he said that if he paid for it I would leave reviews I posted. We never discussed removing any or him paying for anything. I told him when he called he was going to say they didn't do it. There was absolutely no surprise, why wouldn't he? I said I would leave them I would try to warn as many people as possible about his business though, after our call though.
  
  They especially need to be warned about the rude staff as well. People get mad when they are treated like crap, me as well. I didn't miss seeing a 2 foot crack across the top of my window before I went there. He needs cameras and needs to monitors his workers of course this time it is very beneficial to himself.
  
  They made a 30 minute job take an hour and 15 minutes and he knows his explanation about a machine that takes 5-10 minutes isn't justifiable. 5-10 minutes doesn't cause a 45 minute delay and he knows this. They are also reporting the time I gave them my keys incorrectly and saying I was there less than an hour, only 57 minutes I believe. Google can prove when I got there. I think it is much more likely discussing the damage caused the delay. That is definitely my belief at this time.
  
  
  Business Response /* (4000, 9, 2022/08/09) */
  We are sorry if our staff came across as rude. We will address that with them to make sure customers are being treated with respect. We are also sorry that we could not come to an agreement on this situation, but the damage was not caused by our shop.
  
  
  Consumer Response /* (4200, 11, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  You honestly have no clue if you caused the damage or not you are just saving yourself money. I don't believe you remotely it wasn't you and you have never explained why 30 minutes turned into an hour and 15 minutes. A machine that takes 10 minutes tops does not explain that. Suspicious at the very least.
  
  You have been rude since the start and refused to see the damage. You have left no route for discourse and your employee told me to leave the reviews and go to BBB. I was happy to oblige. I got an alert my review for you had over 100 views already so hopefully I get my money back through other ways and warn people about how you treat customers.
  
  You should have cameras to protect yourself and customers. I will warn as many people as possible about the way you conduct business.
  
  "The customer should be treated bad and is a liar unless they can prove it" is probably not the best business motto. I have never seen a business that refused to see the damage even. If you want to treat people like this you shouldn't be in business.