Complaints

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

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  Cortez Car Care

  1001 S 11th St Beaumont, TX 77701-4740

  
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  Cortez Car Care

  805 Ih 10 S Beaumont, TX 77701-3711

  
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  Cortez Car Care

  2895 College St Beaumont, TX 77701

  

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:07/02/2025

  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 took my car in to have the A/C fixed. When I picked it up it was not blowing and he said he fixed it and it was fixed! But it was not. I also ask about the sticky stuff on my dash board and he got mad and told me he was nice enough to look at it again and how could I treat him like that. I was not treating him bad, I just wanted my car fixed and was asking a question. After he had looked at the car when we went back to get it he didn&#**;t want to have anything to do with me any more and said if I came back on his property he will call the cops. Whenever I asked him something, he acted like he did not hear you, so I gave him a piece of paper with an estimate from another place to fix my car. He got mad again and told me not to come on his property again and I said if I have a year warranty how will I be able to get it looked at? He didn&#**;t care.

  Business Response

  Date: 07/02/2025

  Complaint Regarding Invoice #******
  Customer: Mrs. ***** *****
  Thank you for the opportunity to respond to this matter. We take every complaint seriously and strive to uphold our commitment to integrity and transparency, as reflected in our motto: Where Honesty and Service Meet.
  On or before May 13, 2025, Mrs. ***** contacted Cortez Car Care specifically requesting the price for replacement of the evaporator core. As clearly documented on the attached invoice that was provided by Mrs. ****** the work performed was based solely on the customers request and not our own diagnostic testing. We made this clear on the invoice with the note: CUSTOMER REQUESTED REPLACEMENT OF EVAPORATOR CORE - WE DID NOT DIAGNOSE. The customer had previously declined our diagnostic services due to cost and stated she had already received a recommendation from another shop or person. We provided a quote based on that external recommendation, which she accepted.
  After repairs were completed, Mrs. ***** called to state her air conditioning was not working. At that time, our office manager reminded her that we did not perform the original diagnosis and offered to inspect the vehicle at no charge to determine if there was an issue with the parts or installation we provided. She became upset and did not allow for much more communication. The owner called her the next day and asked her to bring her vehicle in for inspection. This was an attempt to help her at no additional cost, despite not being obligated to do so.
  When the vehicle was returned for inspection, our team performed a full diagnostic at no charge. We informed the customer of our findings and explained that the system's issue appeared unrelated to the replaced evaporator core. At this point, the interaction unfortunately escalated. Mrs. ***** began shouting, using inappropriate language, and causing a disruption in front of other customers. She also raised concerns about a sticky substance on the dashboard, which we explained could not have been caused by the work we performed. After being insulted we were not willing to help any more than we already had. 
  A few days later, Mrs. ***** returned with two other individuals. While we initially declined to discuss her vehicle with anyone other than her, we eventually did so out of courtesy. During this visit, the situation again became confrontational, with one of the individuals threatening our staff and directing racial slurs at our office manager. Even after all of this the part removed from the vehicle was shown to them for transparency, and one of the individuals even apologized for their conduct and asked if we would still be willing to assist with further repairs.
  Although our team made several efforts to assist Mrs. ************* a free diagnostic, attempting to re-inspect the vehicle, and fully disclosing our workwe ultimately decided to end the business relationship due to the repeated verbal abuse and threats made toward our staff. No one should be expected to work under such hostile and unsafe conditions.
  We regret that the situation escalated to this point and that the customer feels dissatisfied. We stand by the work performed and the documentation that supports our role and communications in this matter. Cortez Car Care remains committed to respectful, honest service and fair treatment for all of our customers.
  Sincerely,
  Cortez Car Care *******************start="3494" data-end="3497"> ***************
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  **************
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