We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Auto Repairs

Automotive ER

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Repairs.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/16/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Took ****** Sequoia in for a brake squeal that I was confident was coming from rear brakes only. Front had new rotors/pads installed exactly 1 year (~***** miles) ago at ********* ******** Automotive in ******. Auto ER texted and said squeal was coming from both front and rear and I would need new rotors and pads (they did disclose when I dropped off that they only do these together, so I'm not disagreeing with the rotor recommendation). I had also mentioned an issue unrelated to the brakes when I dropped it off, and the shop recommended thousands of dollars of work - replace upper and lower control arms as well as the struts because they were "bad".All seemed very suspicious, so I paid them their diagnostic fee, picked up the vehicle, and dropped off at ********* ******** automative without telling them I had another shop already check it out.********* ******** responded that the issue was that the rear brakes were dry and needed to be cleaned and regreased. They reported the rear pads were at 7mm, so I reached back out to confirm what Auto ER's brake pad measurements were. I was told 7mm in the front and 5mm in the rear. This A - contradicts the measurements ********* ******** took, and B - is not even a level that would warrant a recommendation for replacement (New pads are 11mm and ****** minimum is 1mm)I called ********* ******** and specifically asked them about what I was told from Auto ER. T Are the front brakes squealing - NO Are the front brake pads low - NO (reported by ************** as "practically new")Do I need to replace upper and lower control arms - NO Do I need to replace struts - NO I'm requesting a refund of the diagnostic fee because I feel Automotive ER didn't even inspect the vehicle or just threw together a bunch of parts replacement recommendations because they thought I would say yes. ********* brothers cleaned and regreased the rear brakes only and issue was corrected. Automotive ER lied - plain and simple.

    Business Response

    Date: 12/18/2023

    **************** left his vehicle for diagnosis due to a brake squeal, we then created an estimate for repair for his brake squeal to resolve his issues. He neglected to tell us that he had previous service for his brakes done at another shop. We instructed **************** to take the vehicle back to the previous shop that had repaired his vehicle so that they could honor any warranty he had with the parts.

    **************** is upset that we charged him a diagnostic fee for the work performed by ************, but we clearly have a posted sign at the front desk that **************** saw on drop off and pick up of the vehicle. This is a non-refundable fee unless there is work performed, and in ****************** case, there was not. He then texted our shop front desk staff demanding a refund or else he would leave reviews and complaints, as well as issuing a charge back on his credit card, unless the money was refunded. 

    **************** is trying to blackmail us into giving him a refund on a service performed by ************, and this is not acceptable. 

    Customer Answer

    Date: 01/02/2024

    I do not believe this resolves my complaint. While I understand they have a policy, I believe they knowingly lied to me about repairs my vehicle would need. I dont believe such a policy is applicable in instances of fraudulent behavior.

    I can hang a sign in my business that says you still have to pay me even if I knowingly lie to you and you have proof, but I dont think that absolves the business of responsibility here. I think a refund on this fee is more than fair, and they dont seem to care about addressing the actual heart of my complaint - only that I offered them the chance to rectify the situation without me disclosing their poor business practices. Why have they not addressed the fact that their claims about necessary repairs were proved to be false?

Automotive ER is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.