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:09/06/2024

  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.

  Took my 2011 ***** Civic regarding my ac 7/10/24. I had ac but long distant trips it would fade and not be as cold. They did $189 diagnostics and then the total to fix it by the end of the day guaranteed would be $1976. I generally do cash but needed ac due to Texas 100 degree. Told ***** I am a senior (68 turned 69 Sept. 1) on a fixed income it has to be $1976 and assured it would ****** the financing approved for $1980 and gave $239 the rest went through Phil's Service. Close to evening got a call from ***** problems not getting my car til next day. Next day same but this time service lady problem not getting my car broken piece they put in had to order and was part of my bill. Next day ***** called car is ready. Driving my car no cold air called *****.Following week still nothing brought it back but this time not a priority will just sit because only 2 mechanics. Now **** called and told me another broken piece that I have on my bill and need order another one. Asked why broken pieces and he said do not know when they get them. This time getting a special mechanic which I had ****** so if all are Certified made me feel regret and sorry I went there. Asked him if they knew what they are doing and did the owner know about my car. Yes. I did emails to the one on my bill and service about my concerns. This was on my bill and they charged $657.93 on 2 year warranty they gave me covers ac. **** called car ready sat in heat give time get cold. No cold ac. Took car back this time he called 8/5/24 valves leak $785 but this is on my bill I paid and what about warranty. That was it and nothing more for my car and ac. Now hot air blows out of the *********** for financing is over $2000 (in 90 days). Very deceptive and unprofessional. Have to go early doctor but still hot with windows down. Still have to find a reputable shop to see what they actually did and to fix my ac. Stressful, shameful to treat anybody like that especially a senior. Disgusted.

  

  Business Response

  Date: 09/17/2024

  The customer came in to have her air
  conditioner inspected on 7/10, and we found that the compressor was failing
  internally. As a result, we recommended that we start with an air conditioner
  compressor kit that included the compressor, expansion valve, condenser, line
  seals, and replacement valve cores and caps. On 7/18, the customer returned,
  stating that the a/c was no longer blowing cold air. At this time, the
  technician discovered that the vehicle had developed a leak between the
  condenser near the receiver drier, which was replaced under warranty at no
  additional expense to the customer. The technician also noted the presence of
  oil and dye under the valve caps and, as a precaution, replaced the valve cores
  and seals once again.
  The
  customer returned on 8/2, stating that her a/c was starting to blow warm and
  would like to be looked at. We informed the customer we were working
  short-handed as we were down two technicians that day but, would get her
  answers back as soon as a qualified technician became available. Upon
  inspection, the technician noted a small leak from the valve’s on both the high
  and low-pressure lines and suggested replacement as they would not correctly
  seal, even with replacement valve cores. It was explained to the customer the
  lines would need to be replaced, to seal the system correctly and, as the lines
  (as mentioned above) were original to the vehicle, they would have to be
  replaced at the customer's expense. However, we would run the evacuation and
  recharge of the system at no additional charge and lower the labor charge to
  assist her as best we could.
  The
  customer expressed frustration that the lines were not covered under her
  warranty for the previous repair, even though we explained that our warranty
  only covers parts and services performed by our staff. While we attempted to
  explain that our warranty covers only repairs made by us at our facility, it
  appears that Mrs. Correia is under the impression that because she had her
  compressor replaced, we could warrant the entire HVAC system “if and when” it fails. While we certainly appreciate Mrs. Correia’s business and understand
  her frustration over her need for further repair, we cannot warrant parts
  initially installed by the vehicle’s original manufactures why here...

  Customer Answer

  Date: 09/17/2024

  Complaint: 22250197
  
  
  
  I am rejecting this response because:  My ac was working and blowing cold air.  When this service station touched my car and after I paid 7/10 $1976 it never again blew cold air.  In fact that visit it blew warm to hot air which it continues to do today. On 7/10 after diagnostics was done by Xavier it was on the Compressor. Condenser, Evaporator and Valves and that was all that was needed and per Sally with that financing would be done in 4 hours.  There was nothing else needed.  That is the only way I did the financing.  This is a Verbal Breach of Contract.  After the numerous times back and forth all the repairs are your responsibility because you failed fixing what I was told needed to be fixed.  Also that is CPA. Consumer Protection Act.  You touched everything regarding my ac and that is why now it is not functioning correctly and I only wanted my ac which worked to go longer distances.  The 2 year warranty should cover everything you touched and you touched everything regarding my ac.  Admit that you do not know what you are doing and refund my money.  Get to know your customer and my last name is Correira.
  
  
  
  Regards,
  
  
  
  Carolyn Correira

  

  Business Response

  Date: 09/18/2024

  I'm Confused, all the complainant issues were addressed in our initial
  response.  
  Acknowledge Customer Concerns:
  The customer feels we did not do a proper job on her car and
  would like her money back.   We disagree insisting
  we can’t warranty parts installed by someone other than ourselves.  (In this case the vehicles, manufacturers). How
  much clearer can we be? Please read the original response this matter was addressed.
  
  2. State the facts as you see
  them and avoid emotion:
  Please read our reply carefully!
  Further, customer is now stating: “My ac was
  working and blowing cold air. When this service station touched my car
  and after I paid 7/10 $1976 it never again blew cold air. When this
  service station touched my car and after I paid 7/10 $1976 it never again blew
  cold air.
  Please read” the
  attached customers initial intake interview signed by customer “highlighted in green”.
    Customer obviously did have problems with
  her ac.  Further we disagree Sally would
  ever state “There was nothing else needed, in the initial repair or any other
  repair.     Sally is a seasoned service advisor with numerous
  years’ experience.  Knowing no repair is absolute
  in the automotive industry!  However, we
  always warranty the work performed by us.
  We also disagree
  the contract was verbally breached. Requesting that any legal matter should be brought
  to a court of law, not the BBB. It is customers privilege to bring this matter
  up with CPA.  However, the customer should
  have the facts straight!  Regarding customer’s
  name. Once again, we are confused with the irrelevancies of to the matter on
  hand.
  
  3.Explain the actions you can
  and cannot take to resolve their concerns:
  It appears that
  Mrs. Correira is under the impression that because she had her compressor
  replaced, we could warrant the entire HVAC system “if and when” it fails. While
  we certainly appreciate Mrs. Correira’s business and understand her frustration
  over her need for further repair, we cannot warrant parts initially installed
  by the vehicle’s original manufacturers.”     

  Customer Answer

  Date: 09/18/2024

  Complaint: 22250197
  
  
  
  I am rejecting this response because:

  1.  You had my car numerous times from 7/10 - 8/5.  Ever since you had my car it never again blew cold air.  Hot air comes through the vents even closed and gets hotter more in my face and legs and that is not turning it on so there is a bigger problem you caused. 

  2.  Certified ASE only in Killeen and Blue Seal to fix my ac.  3 or 4 includes Jeff worked on my car so that in itself tells about your service.  Each time I went to pick up my car I was told it was fixed.  But it is not cold give it time it was parked in the sun.  You are the owner and took my money you should have fixed my car and not returned it broken.

  
  2.  It was GUARANTEED by Sally 4 hrs my ac would be fixed and introduced the financing.  That was why I signed everything and trusted which I regret now.  First visit Compressor - broken part, Second visit Condenser - broken part and Valves that was it.  That was what I was told by Sally from diagnostics.  Evaporator was included when she called me at the end of the day because she knew she GUARANTEED I would get my car with ac in 4 hrs but it might be more than $1976 which she knew when I signed the financing that is all I could afford because I am senior on a fixed income.  Service lady called 7/11 long story short not getting my car broken Compressor had to order the part be 7/12.

  3.  In good faith I trusted and felt secure that my car was going to have stronger ac for longer trips and already had ac.  This has been a horrible unhealthy experience being that I am 69 and on a fixed income in 100 degrees Texas weather with HBP.  Do not need to have a medical emergency over this since you feel comfortable taking my money but incomplete or should I say not knowing what you are doing service.  Very deceptive and unprofessional. 

  4.  I am done here not wasting my time explaining what you already know about my experience with what your business did and did not do and getting myself stressed and upset.  I deserve better.

  
  
  Regards,
  
  
  
  Carolyn Correira

• Initial Complaint

  Date:09/25/2023

  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.

  Our fleet Truck was taken to Phils service on 08/11/2023 for a truck AC not blowing cold air. I was quoted $525.42 for a blower motor replacement, and that was a new motor they wanted to replace, then I receive another quote for $344.10 to replace another part then another $350.99 for program said part. The owner of the Mainscape then went to talk to the owner of Phils service, after them speaking to each other he said that he will have it blowing cold air this was on 9/19/23. On 9/22/2023 he was called to look at the truck and Phils service stated it needed another part for $750. Further repair was declined AC NOT FIXED. They did tell us it needs an electrical inspection which turned out to be not true for another $350. They told us the Truck needed XYZ then lied about needed more work.

  

  Business Response

  Date: 09/25/2023

  We would like to note that at the time this vehicle had been dropped off, there were repairs performed to try and fix your concern that were performed incorrectly not to mention the fact that when the vehicle was dropped off several components were removed and not reinstalled. We were not only having to diagnose the concern, but we were also having to go behind someone elses incomplete work. Yesterday you wrote a review stating that you "took the truck to ************************************** in Temple and they fixed it for less than $205.00". We are confused though, because not only at the time that this review was written, but as of the time that this response is being written, we are still in possession of your vehicle, yet you state it was fixed by another facility? There were multiple issues with the vehicles A/C that were exasperated by the work performed prior to us servicing the vehicle. It is my understanding that ultimately the vehicle will need to have a pigtail replaced but after a national data base search, none of our parts venders (including dealerships) have access to just the pigtail. The only way we can get it is to buy the entire harness. The only way we can replace it at this point is to replace the entire harness. We could purchase the entire harness and cut and splice only the component necessary but the the Technical Service Bulletin (TSB) which pertains to your vehicle suggest replacing the entire harness. Regardless the work performed would have had to be done regardless where you would have taken the vehicle and the blower is now responding however; the harness needs to be replaced as well to ensure proper as well as consistent functionality.  We tried to reach out to you this morning to discuss the matter, but were unable to get ahold of you. Our Service Manager did leave you a voicemail to call use back. Please give us a call so we can try to resolve the matter.

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  We just don't care anymore; the trucks paperwork was taken took ********************* not the truck itself. We will advise anyone to not take car here including our Partner's on *********. We will pick our truck up have ***** fix it the right way and not rip us off this is a horrible shop. They stole $1,887.77 and they say incomplete work, and they are ASE certified but I'm out $1,887.77 and still no working A/c. 
  Regards,

  *************************;
  
  

• Initial Complaint

  Date:11/21/2022

  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.

  I took my wife's car here on 11/14/22 for a steering/suspension inspection and paid $70 they told me all that was needed was the replacement of three rims two new tires and an alignment so I went and took my car to another place to have three new rims put on and two new tires and took the vehicle back to Phils Service to have an alignment done on 11/18/22. They then told me they would not be able to do the alignment because the rack and pinion assembly needed to be replaced and it would cost over $2000 to get done. I was upset and confused because they told me all that needed to be done was three new rims and two new tires plus the alignment after asking for a refund back for the inspection I purchased because they had not told me about this other problem they refused. I put $600 worth of repairs into getting the two new tires and three new rims because that was what they told me needed to be done.

  

  Business Response

  Date: 11/28/2022

  The wheels and tires were necessary to replace!   Because, of the severe damage you caused to this vehicle, a test drive was unsafe for us to perform, making the rack and pinion unnoticeable at the time of inspection.
   It appears you feel that only one problem should exist per collision. That is not always the case.  We did not break your car, you did!!! Further, unwarranted complaints will not fix your car! Certainly, we have no obligation to fix it for free.
  

  Customer Answer

  Date: 12/04/2022

  Complaint: 18441751
  
  I am rejecting this response because:

  This seems to be a new excuse that I am being told. I as the paying customer if the inspection was unable to be completed fully should have been told this information. Its unprofessional for me to be told this now that Ive gonna the extra mile to leave a complaint to then be told that the inspection was unable to be completed fully and the car was to unsafe to have a test drive done on it. I was not told this the day the inspection was done.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 12/05/2022

  Attached are just a few Pics of your cars,driver side wheels. We also have recorded copies of the pugnacious way you and, your spouse addressed my employees over the phone. I have your signatures of your card slip, estimate, and invoice. All of which proves that we were in commutation with you and, at first, you agreed of the work we performed. None of our explanations have changed! It is not our fault you recked your car!!! We used equipment worth approximately $100,000 and, provided a ASE certified technician to perform the correct diagnose. When you first came in, your car was too unsafe to test drive. The pictures of the wheels show the damage you did to your ********, you did need wheels. FOR A START!!! Obviously, your mechanical aptitude is even less than your driving skills. We offered you competent, & skilled craftsmanship but, because you didn't like your situation you chose to blame us!   You are not the only ones to blame others for your own lac of Ineptitude your nasty reviews only show your true colors and, despite what you are trying to say, the fact is we are a credible business, well liked through the community with many satisfied customers. 

• Initial Complaint

  Date:10/18/2022

  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.

  I took my car in because my AC was not cooling. They called me a few days later and said car was ready and they told me to bring it back on 7 to 10 days to check their service. I called them back around that time frame and spoke with **** to tell her I had been sick and I wasn't able to bring it in at that time but o am having some issues. I told her I could not change the temp in my car and my heater is no longer working. She said it was fine that I could not bring it in right now just bring it when I can. So due to my illness, I called them a few months later to see if I could bring it in so they could check their work. This was supposed to be a free service. They tried to charge me for the diagnostic and the conversation got heated and I asked to speak to t he owner. He calls me later that day and I explained to him the problem. He was very condescending and began lying about the conversation that we were having. My sister witnessed both conversations. So he told me to come pick up my car because he said that I said," no matter the conclusion. I was not going to be happy". That's a lie. He said the conversation was being recorded. I said great cuz my lawyer will probably need the recording. I actually said let's run the diagnostic test but I will only speak to ****. Then he started making up more things that I had said. He tried accusee of not know if my heater was working prior to bringing it in. He alede if ran my heater in 100 degree weather? Then the conversation got heated. I told when I get off work in the mornings, I'm a little cool so I will run my heater but I cant run my defrost either. He told me to pick up my car and hung up. I picked up my car the next day and **** basically said that my heater not working now and my climate control not working was a coincidence. I recorded the conversation with her. She was not working when I had the conversation with the manager or the owner. He told her I refused the free diagnostic.that's a lie. Cost over $1300.

  

  Business Response

  Date: 10/21/2022

  Please read this true and accurate report of customers complaint.Note, documents and phone recordings are available to support the true and accurate history of this issue.
  
  Customer originally brought the vehicle in complaining the air Conditioning was not working. Claiming, it was just blowing hot. The customer further explained, the a/c system was replaced, in 2019 and, while taking it back to the original repair shop to address the issue, they replaced something for around $600 but she did not know what it was. After being replaced the a/c seemed to work for a while then it failed again. That shop then advised a new a/c kit was needed. that's when customer brought it to our shop for a second opinion. 
  
  Our technician found that the evaporator core had a leak, and it was replaced.
  
  After the evaporator core was replaced the a/c was tested and, worked as normal. 
  
  Customer picked the vehicle up May 27 after initial repair.Customer called back on June 10 and told us the heater would not work. We requested to bring the vehicle in at customers earliest convenience. Customer requested to bring the vehicle in on Tuesday May 14th for an 8am drop off. We agreed.
  
  On Tuesday the 14th of May we received a call from the customer at ******* telling us their vehicle would get it in later that day and if not, customer would give us a call.
  
  On Wednesday October 5, Customer called again stating the a/c was working but the heater was not and, asked to drop it off the next morning.Customer asked if should be charged for the visit and was told that we would double check our work, at no charge.
  
  On Thursday October 6 customer dropped the vehicle off to have our work checked.  Stating the a/c blows cold but only on defrost. 
  
  Our Service manager called customer back at (4:19 pm on the 6th of Oct) informing,customer the evaporator core and, the a/c system repair was in good working order. This was the repair we had performed, but we discovered an issue with the heater.
  Please note: Customer was informed this issue was not part of the initial concern, or repair performed by us and, we would have to go further with an inspection to find the problem.
  immediately the customer accused us of braking her car and, stated we were trying to get one over on her because of gender and, race. Demanded to get our corporate number. Customer, eventually asked to have the owner call her back.
  
  On October 6, 2022, at 5:10 pm the customer was called back and,all concerns were herd.   While attempting to explain our work was reinspected and performed properly. The issue with the heater is a separate matter. It was further explained, to fix the heater issue,an inspection is required for a repair.
  As a courtesy we would perform, this inspection, at no additional charge to get answers back.
  
  The customer then stated we damaged other components within her system and asked us why after running a diagnosis did we not catch everything. We again attempted to explain, when it initially came in it was for a a/c concern and now it was coming in for a heater concern. 
  
  Customer, stated for $1,300 dollars everything should have been fixed and, we were just trying to get one over on her because of gender and,race.  
  After allowing customer insults and hollering, for quite some time Customer was told, "it does not appear as though anything we say to you is going to be to your satisfaction. Customer agreed.
  
  At that time, customer was informed of the national warranty, and it would likely be best to take the vehicle to another shop within there, network.Get another opinion if any of our work performed on the vehicle has failed, within the warranty period it would be taken care of.
       The customer immediately called us liars, our response was we could not waste with our time unsupported arguments. Customer was also informed;all calls were recorded. Customer then requested the recordings be sent to her attorney. informed her at that point when legal action was threatened, we could no longer speak to her directly and that her vehicle would be put back together and available for pickup in morning.  We are now waiting for her attorney to contact our attorney.                                            

  Customer Answer

  Date: 10/25/2022

  Complaint: 18187295
  
  I am rejecting this response because: due to the lack of integrity by the owner of the company , there were incorrect statements and information in the business's response* I am unsure how BBB handles misinformation, but if I could possibly get a refund so that I *** get my car repaired properly* He stated my ac is working properly and it is not* My climate control does not work* He stated my heater is a new concern which is correct because it was working prior to me bringing to ****'s and now it doesn't* He stated that *** ac was working but only through the defrost which is incorrect* My defrost also no longer works since I brought it go Phil's * If  I had these issues prior to ****'s, I would have asked that these things be checked also but I didn't ask to check them because they were already working* He stated that I said for $1300, these things should have been repaired and that is also not true* I  Said these things should have been checked* I was informed that with the initial check any other issues with my unit would have codes pop up* If they didn't give a code then there was no issue, which means these issues occurred after they "repaired " the ac* So now I have more issues than I started with which means I have to take it somewhere else to get my new issues addressed which are my climate control, my defrost and my heater which will cost more money on top of the $1300 I was charged ****'s incomplete work due to their negligence and unprofessionalism and lack of integrity* When I picked up my car I was also told that these new issues are coincidences * Which is recorded* The document that was presented with ****'s initial statement,  I do not have* So I'm not sure when that was generated because I asked for all information and ducument on my account which I submitted to the BBB in my initial message*
  
  Regards,
  
  *******************

  

  Business Response

  Date: 10/26/2022

  No further action will be takin by us with this customers concerns! Our services were completed properly, the issue was rechecked, the customer was told of the warrantee, which is good all over the nation. Customer has the ability to have our work checked by one of ****** other shops in the US which backs our warrantee. The first letter we sent. Acknowledge customer concerns, we stated the facts, without being emotional The customer was never lied to, All the facts were presented to the customer prior to her complaint to the ********************! Customer is presenting a new problem with her car, months after the repair was complete, expecting us to fix it free of charge. 
    

  Customer Answer

  Date: 10/26/2022

  Complaint: 18187295
  
  I am rejecting this response because: my initial issue was nit completely fixed if I can't control my climate in the car because all I car all I have is cold. My temp can no longer be adjusted. All of these issues are not a coincidence and further more, I never said anything about race in my complaint or on any call that i made to the company. Again lies! See these shops pretend to fix things and do other things so people will continue to bring the car back and the shops can continue to charge and this is a very popular tact played on women. When does this end! Women can't trust some of these shops for this reason and this is a disgrace!
  
  Regards,
  
  *******************