ComplaintsforMr. T's Auto Service, Inc.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please see my 95 ***** Impala is still not operating properly. I have paid Mr. * almost $4,000 and sadly we have not reached a resolution. MR. * has been argumentative with no resolution. I am reaching out to *he BBB as I am seeking to get my car fixed or a refund. ******* has put me and my family in a vulnerable situation and created a hardship for me and my daughter. Any help would be greatly appreciated

  

  Business response

  05/17/2024

  Please see attached invoice for the repairs ************* requested . The vehicle is 30 years old and requires much more work to be a vehicle that can be drove daily. ************* was told that the vehicle would be a project job and he agreed. He decided one day to pick up the car as is. We didn't do anything to the motor. Most of the work done was considered usual maintenance that was way behind and parts that were just wore out. We did not do anything to the transmission, according to ************* there is a transmission fluid leak as well. He did request a radio, dual exhaust mufflers and new carpet which was all done along with the other repairs.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 12 2022 I took my 2011 GMC terrain into Mr T to have work done i had the oil changed breaks axles etc the car ran for 1 month and then he said i needed a motor on November 21 2022 he put a motor in the car gave me a 18 month warranty on the motor on January 19 2022the motor went out again in the car the first thing i was told was it was for 12 months but i kept all my receipts and then he had to honor the warranty the next problem was they would not call nor tell me anything about my car after i had it towed as I was told to do it had been 2 weeks still none was trying to help when i went to the business i was asked about my oil changes as the warranty i went a got the proof of the oil changes still noone contacted me once again I go to the business then he tell me i had a problem and i was suppose to have 9 oil changes in a year i came home and got my other paper work from the first time he did work on my car and he never recorded the corrected the miles when he put the motor in so he did not have any miles to calculate we went back and forth about this until he called the police on my husband i have video and paper work to prove he did it so that he would not have to fix the car because how can you calculate miles to do not have

  

  Business response

  03/12/2024

  On October 12th 2022 ** **** did have repairs done to her vehicle but the repairs preformed have nothing to do with the warranty for the used motor assembly installed on Nov 21 2022 the mileage for the first invoice was 161907. The repairs on the first invoice is for right and left front axles, rear brake rotors and pads, exhaust cat converters and vvt solenoids. On Nov 21, 2022 ** ***** vehicle did require an engine replacement, as stated, had nothing to do with axles, brakes cat converters or solenoids. The mileage was at that time recorded again at 161907 which appears to be unchanged from the original invoice on October 12 2022. The 18 month unlimited mileage warranty states that the oil must be changed every 3 months or 3000 miles, whichever occurs first. 

  ** **** brought in the oil change receipts but refused to allow us to copy them for the warranty co or even look at them. This is the first time we have seen the oil change receipts to review them. Ms Duke claims we had the wrong mileage of 161907. The first of ** ***** oil change receipt reflects the mileage to be 173,907 in march of 2023. this receipt reflects the vehicle to have 16,473 miles before changing the oil. The next receipt reflects mileage of 185245 this invoice reflects the vehicle drove 11,018 before changing the oil, keep in mind these are her receipts not ours. The next receipt reflects oil was changed at 190,858 which reflects the vehicle was drove 5,613. The next receipt reflects the mileage to be 190,858 the vehicle drove 2917 according to the last receipt that has mileage at 193,775 which is acceptable. When ** ***** car came in it had 205579 but there are no further oil change receipts which means the vehicle was driven  11,804. We have pictures of the current mileage and vin number for her vehicle. We were not able to present anything to the warranty company after she refused to let us look at her oil change receipts. ** **** picked up her vehicle and left. 

  Customer response

  03/12/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

  Customer response

  03/12/2024

  First I have submitted some videos to show in my claim where he didn’t tell the truth 1. They stated that the miles on my car didn’t change when I brought it in a month later,I drove the car home and I live 5miles from the shop to which it was repaired so I know 5miles should have been on the speedometer plus they stated when I pick up my car they had taken it for a test drive so that should have been another mile or so. 2. They had not seen the oil change receipt until they was shown by you that two was a lie in another one of the video I had given them the receipts on a Monday waited a week still didn’t hear anything from them in another video you will see where we discussed the receipts because one he said was not the right miles then I went back and gave them the correction that was made on the pip receipt by the manager at Walmart  and lastly they couldn’t tell how many miles I had driven because they intentionally wrote them down wrong he did this fraudulent so he wouldn’t have to fix the car if you listen to the video you can hear him discussing a warranty with another customer thanks

  

  Business response

  03/13/2024

  In order to start a warranty claim we have to gather, from the customer, oil change records. Oil change receipts provide proof that the customer took care of the engine as recommended. The receipts should  confirm that the vehicle has not been running with old or LOW oil that can damage the engine. ** **** did bring the oil change receipts that she gathered at one point but would not give us the opportunity to look them over and make copies to present to the warranty company. She quickly took them back from the secretary when a question was asked. In response to how long the vehicle was there we explained to ** **** that the owner contracted Covid and was out for 10 days, all we could do was wait. We understand it was very frustrating for her. The owner has proof of the Covid diagnosis from his doctor. We apologize for the unpleasantries ** **** speaks of but in all fairness ** ****s husband was verbally abusive to the secretary and the owner. When the call was placed to the Sheriff the dispatcher could hear Mr Duke, when he was walking out the dispatcher told us to lock the door and do not let him back in until they arrive. ** **** did not leave the oil change receipts and had her vehicle towed from the shop, we were unable to diagnose the vehicle for warranty work.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my vehicle ( 2015 Cadillac Escalade ESV ) to Mr. T'S Auto for the first time in July of 2021 to replace the motor. After it was determined that a motor was not available anywhere, **** ********** the owner, said he would rebuild my motor. After 4 months, I picked my vehicle up on 11/05/2021. Total price being $7,422.98. I had an extended warranty that covered $6,937.64, leaving me with an out of pocket expense of $485.34. I am providing all invoices. I was charged $101.23 for the difference on a covered part. I was told by the warranty company that there are no"partially covered" parts. The part is either covered or not covered. I am seeking reimbursement for $101.23. I picked my vehicle up on Friday afternoon, 11/05/21. I received a 1 year warranty on the engine repair. On Saturday morning, 11//06/21, less than 24 hours later, my vehicle was sputtering, jerking, and the "SERVICE ENGINE" indicator was on. I returned the vehicle on Monday, 11/08/21. Mr Tortorice informed me that he could not cover that under the 1 year warranty. That would be an additional $836.41 to repair the engine problem although he had just rebuilt my engine. I picked my vehicle up for the second time on 12/06/21, paying him the $836.41 that he charged. He assured me my engine had been fully repaired. On Sunday, 12/12/21, 6 days later, my "SERVICE ENGINE" light is back on. A total of $8,259.39 has been paid toward the repair of this engine. I refuse to keep paying this business and they are not fixing the problem nor honoring the warranty. I am seeking restitution for the $836.41 as well. Total restitution amount is $1,321.75. That amount was my out of pocket expense. I will need to take my vehicle somewhere else to get the work done properly and with a company that has integrity and will honor the work that they perform. No consumer should have to endure this. I will forward a copy of this complaint to the Alabama Attorney General's Office for further assistance if needed.

  

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2021/12/23) */ Mr *** Automotive Re; Case / Complaint # XXXXXXXX 12/21/21 The vehicle was brought in on 07/15/21 with the complaint that the motor was bad. After diagnosing it was determined that the engine had extensive damage and a replacement engine was suggested. The customer was informed of the repair and told us that she had an extended car warranty with ****** ***** and she wanted to file a claim for the repair. The warranty company was notified of the diagnosis and requested a written estimate. Often times a warranty company will choose to provide the parts for the repair ****** chose to locate and purchase an engine and have it shipped to us. After quite some time we were informed by ****** that they were unable to locate an engine for the vehicle. Part of the issue with the time frame of the repair was working with the warranty company which can have extensive hold times and next day call backs. We did have problems locating and receiving some of the parts we purchased as well due to the same issues may other businesses are having with employees, slow production and shipping. The ****** inspector working the claim called to asked if the original engine could be repaired. We did not "rebuild" the engine the exact repair on the engine is on the invoice "Replace pistons, rings and 5 rods, re-work driver side cylinder head " this repair was approved by ****** and was paid by ****** with the exception of the $100.00 deductible. Charges on invoice #XXXXXXX for $385.34 are for broken motor mounts that are not covered under extended warranty due to being considered maintenance parts. The warranty company will not allow us to list these parts or charges for uncovered items. The repair was approved by Ms ******* and a new invoice was created. No labor was charged to install the new mounts. Concerning the starter, Ms ******* is correct there are no partially covered parts however the owner did discuss with Ms ******* that the starter the warranty company chose to pay for was a cheap low end starter which is not uncommon. We have often had to replace this starter for other customers. The owner gave Ms ******* the option of going with the starter provided by her warranty company or stepping up to a better grade at an additional cost of 101.23 and she made the decision to go with the better part. When Ms ******* returned with the vehicle after picking it up it was then diagnosed with one bad fuel injector which is not part of the original repair. Ms ******* was informed as well that there are 7 additional fuel injectors on the vehicle that are original injectors. Any of the 7 remaining can go bad as well. Ms ******* authorized the repair at a cost of $836.41 on Invoice#XXXXXXX We did not replace or charge Ms ******* for fuel injectors on the original repair therefore the injector repair is not covered under the warranty. We regret Ms ******* is unhappy with her repairs. To date we have not been informed of any other issues with the vehicle. As stated on the invoice there is a 12 month 12K mile warranty, whichever occurs first on any repair performed to be warrantied at Mr *** by Mr ***.

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