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:08/19/2022

  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 **** Escape to ******** 7/11/22 to check out issue with slipping in first gear. It is the closest place to where I live. They kept the car 4 days. They charged me $146.21 to diagnose the transmission. I got a call from *** the Service Manager who told me transmission bad, coolant sensor bad and would cost $6000 for transmission or $3600 for rebuild and another $1000+ to replace coolant sensor. I told him I could not afford new or rebuilt transmission. I asked to find a used one. 3 days later when I got no call back, I called McCabes and was told by ***'s coworker that he couldn't find a used transmission. I went that day on my lunch hour to pick up the car. I spoke to *** who gave me the attached "diagnostic testing" they did. He DID find a used transmission with a 3 month warranty but he said he "can't in good conscience" put that into my car because it had more miles than my car. I said but at least it's working and mine isn't and asked him to put it in. He refused to put in that transmission. It was then documented I declined a rebuild. Yes - I did! Because there was a used one available that I could afford! *** was not having any part of anything unless he was going get thousands of dollars out of me! They charged me $146.21 for the diagnostics and gave me this bogus paperwork stating all these various things wrong with my car. After waiting a few weeks until I could finally get my car into AAMCO, they ran the same diagnostics. NOTHING wrong that ******** listed except for the transmission and even that was not what *** said was wrong. No issue with coolant sensor, no issue with battery, no issue with power steering fluid, no issue with heater blower, ignition or anything else they listed! Oh - but I do have 2 wheel bearings gone bad which ******** didn't check?? I want my money back! This is nothing short of shoddy and fraudulent tactics on ******** part. They shouldn't be in business in my personal opinion.

  

  Business Response

  Date: 08/22/2022

  On 7/5/22 you brought your 2008 **** Escape into McCabes Automotive and requested a diagnosis for a lagging when going from 1st to 2nd gear. At check in, you informed our customer service representative that you knew the vehicle had an oil leak and that you had spilt oil when adding a quart. You also stated that the key had to be pushed in further that normal in order to start the vehicle.You signed our check in sheet approving a diagnosis charge of $162.46 for a diagnosis and courtesy inspection. You paid $146.21 because we gave you a 10%off new customer discount. Our ASE Master Certified Technician performed the work you requested. His diagnosis determined that your transmission was experiencing an internal failure. ***, our service advisor provided you with a quote for a rebuilt transmission. McCabes doesnt install customer supplied parts or used parts, that is a policy that McCabes has had for several years.McCabes has a 3 year/36,000 mile warranty, which is the best in the industry on our parts and labor, that warranty cant be honored on a used part. We pride ourselves in customer satisfaction and we cant guarantee that kind of satisfaction on a used part, especially a used part with ****** more miles on it than your vehicle currently has. We understand that the quote we provided to you was not in your budget, theres no pressure to purchase as thats your right.  You would not be happy if we installed a used transmission and you had a concern with it 4 months later. Were sorry that this policy doesnt meet your standards, its in place for a reason,and thats to provide our customers with a quality product and service with a quality warranty. 
  As for the other repairs noted on your inspection. Our technician didnt note or recommend a coolant temperature sensor anywhere on your paperwork. He did note that your heater blower motor was only blowing on high and not blowing on any other control. He noted that your engine was making noise when he test drove your vehicle and that your oil was around a quart low, even after you added oil, which you stated at check in.It was also noted that your ignition needed repairs, which you also knew since you verbally stated that as well at check in. You were given quotes for the transmission repair, blower motor repair, ignition repair, and sway bar links due to them making noise during his test drive. Your courtesy inspection noted power steering fluid was dark in color but full, Battery ED18 tester listed your battery as bad, and 3 out of 5 high mount brake lights werent illuminating.These concerns are provided to you as notations only. Wheel bearings are not checked on a courtesy inspection. 
  You sent us a 2 star review on 7/11/22. As a follow up, we attempted to contact you via phone on 7/12/22 to discuss your experience and we never received a call back from you. McCabes Automotive has been in business for over 50 years and we take pride in our customer service. Were sorry that you dont feel like thats the service you received. Our customer satisfaction team is always available and willing to help. We would like to resolve this situation for you as soon as possible.Please contact our customer satisfaction manager at ************ for a refund.Please leave a message and she will contact you back if shes away from her phone. Thank you, McCabes Automotive

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17744891
  
  I am rejecting this response because:

  After reading the response it is not accurate and in fact supports my original claim.

  Ignition==I never said it needed repairs. It has always operated the way it does now and *****'s automotive said nothing is wrong with it.

  Coolant sensor==that was told to me by *** himself when he first called to tell me what was wrong with my car.

  Battery==tested fine at AAMCO.

  Sway bar links?? made noise during test drive?? ===no where on the service sheet by the tech or on the written estimate are sway bars even mentioned!

  I have no call from ******** on 7/12. I double checked my phone log for that day. The last call on my phone to/from ******** is when I called them on 7/11/22.

  ******** can say what they like and you can close this claim. I stand by my original complaint. Thank you.

  Sincerely,
  

  
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