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:07/21/2024

  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.

  My wifes car over heated. AAA recommended Rock Creek Lube Center. They diagnosed her car and said it needed a water pump. They called the next day and said it needed an entirely new engine and they didnt have the time and to come get it. My wife decided to have it towed to **** so we could find out whats going on. She met the tow truck at Rock Creek and was strong armed in to paying $823.56 for a promised repair to release the car. They said it only needed a new water pump. Anywhere else would return the part and not charge for misdiagnosing a car. We have a receipt for a promised repair that did not happen and we wasted our time and paid additional towing fees. We are also going to file with the Attorney General against this business.

  Business Response

  Date: 07/23/2024

  I appreciate the chance to respond to this complaint.  To respond completely I will need some missing information.  Can I please get the invoice number that is being referred to, that will allow me to respond.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22022761
  
  The business is requesting an invoice #.
  

  105152 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/30/2024

  Customers vehicle was towed in as described for overheating.  We diagnosed a bad water pump that had leaked the coolant out of system.  We gave an estimate to replace bad water pump and the thermostat because of the overheat, which is standard industry practice.  We received approval for repairs and proceeded.

  Upon completion of water pump and thermostat replacement we moved to next step of bleeding cooling system and confirming proper operation.  This step could not be performed until approved repairs were complete.  We ran into issues during this step.  Upon further diagnosis we suspected a possible head gasket or similar issue which we confirmed with a chemical hydrocarbon test.  

  We never charged for original diagnosis, and we did not charge for the additional diagnosis including the chemical test.

  At this point we let customer know there was more wrong with vehicle and that we were not able to continue the repairs they needed.

  The customer was not strong armed to pay.  They were presented with the repairs they had approved, and we had properly performed.

  We are unable to return used parts, nor would that compensate for the labor and material, like coolant, used. which again was approved as stated by customer.

  The customer states repair did not happen and that is false, they did.  We even did work uncompensated above and beyond the estimate for them to help in the difficulties they were having.

  Thank you for the opportunity to respond.

   

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22022761
  
  I am rejecting this response because:

  We were never told this was part of a testing procedure. The attached receipt shows it was diagnosed as acute  water pump and nothing else.

  
  Sincerely,
  
  *********************