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:04/28/2025

  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 to Peter’s creek auto to get a motor replacement,new battery, fix my broken window & my turn signal it took them well over 2 months which was okay to an extent I get things take time. After doing a look over on my car they made me aware I needed front & back brakes so I told them to hold off for now since I was already paying 3200 for a motor replacement. Well he called and said due to the inconvenience he was doing them for free then he called and said I needed a thermostat & water pump so he was doing that instead of the brakes. I stopped by and talked to the mechanic and he said he did the front brakes but didn’t do the rear and would before I didn’t it (he was also drinking so I wasn’t sure what to believe) I still don’t know if brakes were actually put on or not I will say I went to ** **** right before my car broke down and they were fine. I don’t know how in that short of a time brakes get that bad I mean I literally rear ended someone two days after getting back because my brakes would work. Fast forward to the day I pick it up I called him & told him I was running a few minutes late he went over ever thing and said he didn’t fix the window but we would set up another day to do so. I pick my car up my ac isn’t working (he fixed it a few days later) I asked when I should bring it back to fix the window and he tells me he’s not fixing it because he decided to do the thermostat & water pump instead without my knowledge. They work on your car & make decisions for you without even talking to you about. So I got the invoice with a break down of everything and I noticed he charged me an extra 1500 and when asked about it he kept avoiding and then told me the motor cost more than expected but the motor only cost 1680. I do have messages from him providing proof as well. I’m reaching out to see if y’all can help get that money taken off.

  Business Response

  Date: 04/28/2025

  Dear Ms. **** & BBB,On February 16, 2025, Ms. ***** **** contacted our business to request an estimatefor an engine replacement job. After reviewing the preliminary information provided, we quotedher an estimate of $3,200 covering both engine parts and labor.On February 26, 2025, Ms. **** had her vehicle towed to our shop, and we honored theoriginal $3,200 estimate. However, once we conducted a full inspection of the vehicle, wediscovered additional urgent issues beyond the engine itself. Specifically, the brakes and rotorswere severely worn, the battery needed replacement, the window regulator was malfunctioning,and the turn signal combination switch was faulty. After adding the costs of these necessaryrepairs, the total service estimate came close to $5,800.On March 2, 2025, Ms. **** contacted us and requested that we not perform the brake,rotor, and window regulator repairs. We immediately adjusted the estimate accordingly andexplained the changes to her both over the phone and through a written invoice sent via textmessage. Ms. **** agreed to proceed based on the revised estimate.During the engine replacement, we further discovered that the water pump, thermostat,and spark plugs also needed replacement to ensure the engine’s proper functionality and vehiclesafety. Understanding Ms. ****** financial situation, and out of good faith, we completed theseadditional repairs free of charge.Upon completing the engine repairs, we encountered another critical issue with thehybrid battery system, which required removal, recharging, and reinstallation. This process alonetook approximately 16 hours of labor. Despite the additional work, we did not charge Ms. ****for this service. We would like to emphasize that our team went above and beyond to assist Ms.****, especially knowing that her mother had taken out a loan to help fund the repairs. Wechose not to charge for many of the extra services and labor provided. In total, the value ofuncompensated work and parts exceeds $2,000.All our communications, agreements, and invoices are thoroughly documented throughmessages and records, which we are prepared to provide for review. We have always operatedwith integrity, aiming to serve and support our community rather than burden it. Helping familieslike Ms. ****'s has always been part of our mission.Unfortunately, due to the complaint filed, we now have no choice but to seek collectionfor the unpaid balance reflecting the additional services rendered in good faith. We respectfullyask that both Ms. **** and the Better Business Bureau review the full record ofcommunications and consider the significant efforts and accommodations we made throughoutthis process. We remain committed to transparency, fairness, and community service.Sincerely,Peters Creek Automotive