Complaints
This profile includes complaints for Steve's Automotive Specialists's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Initial Complaint
Date:04/03/2025
Type: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.
March 23rd I dropped my 1991 **** ranger off because I broke down on the freeway. Prior to dropping it off I installed a remanufactured starter on it. March 31st they called and said it started right up but the starter went bad and it had a broken ignition wire. So I said Ill tow it home and fix those things and bring it back. When I went to tow it home they had it blocked by another vehicle so I replaced the parts with new parts where it was parked. April 1st I returned the keys to have them figure out why it wasnt starting. They told me the starter I put in it was bad which makes no sense so I asked if it could be something else causing it to kill the starters. They told me they dont trust this brand of starter and I need to use their starter so I had them put it in. Now they are saying its something else and they need to pull my transmission to find why the starters arent working. And they want me to pay 450$ and they havent fixed anything. Im feeling completely ripped off and taken advantage of. I havent made any payments to them as that is all the money I have and I told them that.. they arent willing to work with me on it at all.
Business Response
Date: 04/04/2025
We have contacted our client regarding their concerns have agreed upon a mutual satisfactory solution, thank you!Customer Answer
Date: 04/07/2025
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.
Sincerely,
****** ****Initial Complaint
Date:01/21/2025
Type: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 2013 Ford F-150 into Steves automotive to get some repair work done. They told me the part had a 3 year warranty. After about 6 months I started having the same issue that they supposably repaired. I took it back to steves Automotive and they told me "their is no issue" so I took it to two other mechanics , One being the dealership and they both told me indeed it was the Same issue that Steves Automotive denied. I have tried several time now over a lengthy amount of time to get them to take care of this and they will not fix this issue. All I want is the part to be replaced with a new one and be done with them.Business Response
Date: 01/28/2025
Here are the facts as I found them. Randy brought in his truck on 5/5/2023 with a complaint about a noise on a cold start. We found the exhaust manifold gaskets needed to be replaced. It looks like Randy was unhappy about something during his visit (the notes do not explain what the issue was) so he was given a $1,000 discount on the job and paid $1,342.73 instead of the original estimate of $2,342.73. 5 months later on 10/19/2023 Randy brought the truck back and said there was a noise on a cold start. At this point, we were unable to duplicate the noise. Then 8 months after the original repair Randy brought the truck in again on 1/2/2024 saying there was a noise on a cold start and that he could get it to do it for us. We were not able to duplicate the noise and Randy tried to get it to do it while 2 of our employees carefully listened for the noise, one on each side of the truck, and they were not able to duplicate the noise. We follow a reasonable and fair procedure for warranties and treat any warranty claim with the utmost attention and seriousness. In a case such as this, we need to confirm exactly what is making the noise before we can proceed. This is the same procedure followed by all shops in our industry. Unfortunately, another shop telling Randy that we need to replace a particular part doesn't meet standard industry procedure and there isn't any other shop that would do that. If he is willing to give us the opportunity to duplicate the noise so we can confirm that the work we did is in fact the cause, then we absolutely will take care of it. Now a year after his last visit or communication with us, Randy is requesting that we warranty a job we have been unable to confirm is the cause of his issue, or refund the money he paid for work done almost 2 years ago, again, without confirmation. I don't know how we're supposed to do that.Customer Answer
Date: 01/30/2025
Complaint: 22839913
I am rejecting this response because: They are only telling half truths! They came out and I showed the technician the sound. They heard the sound and took it into their shop but stated that they couldn't replicate the sound. That's when I took it onto the dealer and they stated that the cam phasers needed to be replaced. So either the dealer is not telling me the truth or Steves automotive isn't telling the truth. The reason for the time frame is only due to the lack of response from steves automotive. I have tried for years and get them to own up to this and they refuse to be honest. They have heard the sound and two other shops are telling me the same thing and that the phasers need to be replaced. Steves automotive should own up to this and replace the faulty parts and that's even if they ever did the work in the first place. Being so dishonest about this hole situation leaves me questioning that they ever did anything.
Sincerely,
Randy JamesInitial Complaint
Date:01/05/2023
Type: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 had extensive work done on my 2005 Ford Explorer 05/15/2019. The work cost me $3,128.71. I paid this amount. I drive my vehicle almost daily. On this last snow storm I got stuck and had to use 4x4. Which wasn’t working so I took it to Steve’s for diagnostic and an oil change. Was told I have several issues that needed to be fixed, but couldn’t fix 4x4 without doing a “level 2” check. I agreed to the $200 diagnostic. Then was told they couldn’t find the issue and need to tear my transfer case apart for $1,527.82. I said no, I provided my old paper copy bill that showed that they had fixed almost all these issues in 2019 and 23,000 miles ago. Was told that my “warranty” was up and that don’t matter at this point. I was led to believe that on the first work done they stand by their work and product which I found out they don’t. Looking at the new bill they are now charging more and doing a 5 year warranty. No where on my old bill does it list any warranty of any kind, just an assurance from them in the store when I had original work done. I feel that I was scammed out of the $3,128.71 and mislead only to return with the same failed parts and now need to pay approximately double and according to them and paperwork this still doesn’t cover the cost of fixing the 4x4. I would like a refund of the $3,128.71 so I can seek out another mechanic and get my vehicle fixed the right way. First job was done at Steve’s in SLC and this time the one in Sandy. Same company same owners.
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