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:04/29/2025

  Type:Sales and Advertising 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.

  Cascade auto center is asking us to pay for parts that never got installed or painted. I have an email listed stating how our experience was.

  

  Business Response

  Date: 04/29/2025

  Customer accused us of not performing repairs and not replacing parts.  Body Shop manager proved to him and partner that parts were indeed replaced, and painting was indeed done.  Customer agreed to this and paid bill, did not pay for TPMS sensors which we did not get approval on but everything else on this job was accounted for.  I believe this issue has been settled.  

• Initial Complaint

  Date:10/10/2023

  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 brought my truck into the shop to have it repaired and items were stolen from my vehicle. Items that cannot be replace. Hanging on the rear view mirror were the ashes of my father. I have reached out many times to this company for answers and I have gotten nothing but the run around. Finally I receive/He also told me that the shop has been broken into before and If I wante'. d to I should file a police report. I understand there is nothing that can be done to retrieve my missing items, I just wish the business had handled this with more care. This is an extremely hard time in my life and I didnt need to be accused of stealing my own property. A little compassion and ***** goes a long way. Their lack of accountability is appalling.

  

  Business Response

  Date: 10/10/2023

  We are being accused of misplacing/losing/stealing a necklace with a small pendent on it containing ashes of a deceased loved one.  Specifically our technicians are being accused of this. 

  We were told the necklace was left hanging on the rear view mirror.  As of right now, we have asked all technicians and body shop estimators if they remember seeing this and/or had it.  So far the answer is no.  

  The car was here for a very long time due to parts delay.  At least 4 months.  ************************* (*******'s SO) came in during this time we were waiting for parts and requested to be let into the vehicle.  We did not ask why, as it is not our business.  However we are starting to think that perhaps ****** inadvertently grabbed this necklace and perhaps did not communicate that, or forgot.  

  We will continue to search for this missing personal item, and if we recover it we will let ******* know immediately.  On top of this, a refund is not possible because the insurance company waived the $1000 deductible.  

  We will continue to ask all employees that would have had contact with the vehicle if they have any memory of this.  

  We did advise ******* to file a police report in the off chance that the vehicle was broken into while in our care.  However it should be noted that during repairs, the vehicle was sublet to ******************* downtown for a few days and if theft did occur, it is possible it happened while vehicle was outside of our control.  

• Initial Complaint

  Date:04/13/2023

  Type:Billing 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.

   
  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,
  
  *****************stimate from Cascade. Meanwhile I arranged for service at Caliber Collision with a drop off date. Right after I notified my insurance, Safeco, with the drop off date Cascade called to say I had an appointment the day before *******'s and had ordered parts. I told them I didn't know about that, had not seen or signed an estimate for them to do repairs let alone order parts. Also Safeco never told me they had submitted an estimate, which means there was not an estimate filed with Safeco. Both ******* with Safeco and Cascade manager were pressuring me to have repairs done at Cascade, threatening to charge me for restocking fees for parts I didn't OK. All car repairs were done with Caliber and completed. Now an unitemized bill has come in the mail from Cascade Auto for $1032.65. I asked ******* with ****** and there was nothing submitted to the accident claim. I've been told they can't bill me for parts they ordered without my OK. I need help with resolving this. *****************

  

  Business Response

  Date: 05/02/2023

  We will be refunding ************* her 20% restocking fee in the amount noted in her complaint.  ***** our body shop manager attempted contact with customer 5/2/23 at 10:22 AM and left a message.  

  Please note that we do not agree with the circumstances portrayed by **************

  Customer Answer

  Date: 06/13/2023

  I thought the agreement was acknowledged and accepted on 5/6/23 that the would refund the bill they were sending me. They billed me again 6/9/2023.

  I did not sign an estimate at any time and did NOT tell them they could order parts. They did not contact me or the insurance company prior to their ordering parts for my car. Their manager did that on their own. They are responsible for any fees associated with it. I DO NOT OWE THEM MONEY!

  The insurance adjuster and Cascade were trying to pressure me into having work done there. I chose a different company to do the work for that reason. Any body shop car repairs I've had done require a signature on an estimate that has been reviewed in person then signed by the owner. THIS NEVER HAPPENED WITH CASCADE!

   

  *****************

  

  Business Response

  Date: 06/30/2023

  To whom it may concern 

  ***************** brought her car in, we thought we were going to do the repairs and ordered parts.  When ************* opted out of having repairs done here, we returned parts and sent ************* a restocking fee.  After learning this was incorrect, we paid restocking fee and moved on.  

  We accidently left the amount on ***************** account which triggered an automatic bill to be sent out.  This has been rectified, and ************* should be receiving no more invoices nor communication from Cascade Autocenter concerning this matter. 

   

   

  Customer Answer

  Date: 07/05/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/13/2023

  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 recently brought in my 2017 Subaru Impreza for complete tune up and a diagnostic/repair on thermostat. I was charged $1698.54 total. When I received my vehicle back I immediately noticed discrepancies in services actually provided and charges. My tire pressures were low prior to taking my vehicle in for service. After recieving my vehicle, the tire pressures read the exact same PSI. Proving that my tire rotation was not done as stated in my paperwork nor were the pressures checked. Their technician also overfilled my oil by 1 Quart, which can cause damage to the engine. They also did not call my warranty company for the repairs, instead *************************** brushed it off like he did not want to deal with the warranty company, when in fact the vehicle repair was covered under warranty for the repair needed, which would have saved me money. I drove my vehicle for a week before noticing my car is STILL experiencing the same issues as before and rough idling as well. I brought my vehicle into COLUMBIA BASIN AUTO REPAIR LLC for a second opinion from a different mechanic, and they diagnosed and fixed my issues right away. They also noticed the discrepancies listed above from my prior visit to CASCADE AUTO CENTER. When I called to report the discrepancies to the general manager of service, I was made to feel I was in the wrong for noticing these major issues.The manager of Cascade Subaru, wrote me a check that covered the diagnostic and thermostat repair. He offered to have me bring the vehicle in to make things right. Based on my prior experience, I will not be going back to them for any services or repair. I feel the resolution provided was not enough to make things right. Not only that, they could have potentially damaged my vehicle further after bringing it in for service. I was charged for services that I should not have been charged for, or could have been covered under warranty. Their malpractice worries me for other customers, their safety, and their vehicles.

  

  Business Response

  Date: 02/13/2023

  **************** was at our service department on Feb 3rd, 2023 for maintenance/tune up service and also suspected a faulty thermostat due to the vehicle taking too long to warm up in the morning - "temp gauge is staying on the colder side and not heating up".  After diagnosing vehicle, technician determined thermostat was not inop and working as designed.  Customer requested change of thermostat regardless so we installed new one.

   

  We also performed a throttle body service to reduce build up of carbon in TB to address the rough idle concern.

   

  Technician stated tires were rotated, but per ****************' statement with the air pressure readings being the same I do not believe that was completed but cannot verify do to not having possession of vehicle.  

   

  Car then had same issues per **************** one week later, and independent shop out of area diagnosed over fill of oil which I cannot verify since concern was not addressed at my shop.  I believe they also diagnosed faulty thermostat but I did not field this call today, **** our service director did.  

   

  In an effort to make the customer happy, we attempted to explain the technician diagnoses on the thermostat however after today's interaction it is clear that the only way to satisfy at least in part ******************** complaint is to fully refund her services. Originally offered refund for thermostat, but after thinking about that offer it became clear that it was not sufficient for *****************  

  We are in the process of sending **************** a check for full amount of services performed on Feb. 3rd - please advise if any further action is needed.