ComplaintsforSun Devil Auto

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They said they could fix a problem (AIR BAG LIGHT) They did not after two attempts. Each time asking for more money. Had to go to other mechanic to fix.

  Business response

  08/20/2024

  To whom it may concern, 

   

  We are refunding the customer.  The customer has agreed to the amount of $855.16.

   

  Thank you, 
  Sun auto customer care   

  Customer response

  08/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/19/24 dropped off car. 7/24/24 got estimate for $3000. 7/25/24 took car to ****** dealership estimate was only $337. Sun Devil was charging for parts and labor for things that didn't need to be fixed. When researching this Ahwatukee location customers have been complaining about tires not being rotated and they marked the tires so knew they were lying. I believe they are committing fraud with their customers. Spoke to **** the assistant manager who didn't seem to care just wanted me to fork over $$. The general manager ******* just sits in his back office ignoring everything.

  Business response

  07/30/2024

  To Whom It May ************************************* brought in her vehicle to diagnose the air conditioner blowing warm and requested a general inspection. The diagnosis found the A/C condenser and suction hose needed to be replaced. As a necessary step in the repair process, an evacuation and recharge of the freon was included in the quote and an explanation of these findings were presented to the guest.
  
  As part of the general inspection, we found the power steering rack to be leaking and in need of replacement. Being unrelated to the original concern, we advised the guest of our findings and provided a quote for this concern as well. As this was not the primary concern, we suggested to fix the A/C and return to address the power steering problem.  
  
  Without having documentation from ******* I suspect they only quoted an evacuation and recharge and did not complete a full inspection on the vehicle to identify the additional concerns. We believe our pricing is both fair and in line within the market. In fact, our evacuation and recharge itself starts at $229.99 and includes 1lb of freon, which is competitive in comparison to the $337.00 cost provided by Toyota.

  We believe this to be a simple misunderstanding and not willful intent. Our goal is to ****** long-term relationships with our guests by operating with high levels of integrity and transparency to make positive impacts in the lives of our guests and our communities.

  Sincerely,

  Sun Auto Customer Care

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tires worn improperly due to lack of rotation at oil change when asked and said they would. This happened numerous times and to other people I know. This is unfair that a car with ****** miles would need new tires I went to discount to measure wear which is a highly reputable place and they showed me the measurements 4 in front and 6 in the back

  Business response

  06/05/2024

  To Whom It May ****************** Acura RDX of *********************** was at our location 2 times in 2023. Once in January and the last time it was in our store was 11/24/23.  At that time the car left our shop with the tires measuring 6/32 in the front and 4/32 in the rear.

  Sincerely,

  Sun Auto Customer Care

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of service: 02/17/2024 I had asked for an oil change and tire rotation.I am filing this complaint because I was misled about requiring a brake flush, which was unnecessary since I had already had one done prior to coming in for my oil change. Additionally, I was pressured into agreeing to a cabin and engine air filter replacement despite stating financial constraints and not wanting these services. After haggling, I consented to the engine air filter which he said was most important only to end the persistent persuasion from *******, as I suffer from social anxiety and struggle with pressure situations. My visit was intended solely for an oil change and tire rotation. Furthermore, I was dismayed to discover the interior of my car, particularly the driver's sun visor, smeared with oil or grease, indicating a disregard for the proper care of my vehicle.When attempting to contact them to speak to a supervisor, I was told that the store manager wasn't available until Friday (02/23/2024)

  Business response

  02/21/2024

  What am I responding to? Myself? I am beyond confused. I received a message from Sun Devil Auto, and it mentioned the BBB, telling me to respond. My brain is hurting from trying to figure this out for about 20 minutes. So, I decided to type this as my response to whatever is being asked of me. It also said my name was ***** but I am pretty sure my names been ******* my whole life. 
  

  Customer response

  02/21/2024

  ??? Why am I now Sun Devil Auto. What the heck is going on? 

  Business response

  02/21/2024

  To Whom It May ***************** a gesture of goodwill, our store manager has offered a refund for the air filter.  The manager has also arranged a time on Friday, 02/23/2024, for ******* to come in and get the refund.  He will also go over the DVI with ******* to prioritize the needs of the car going forward, so that ******* has a plan to take care of his vehicle.  This is still in progress, but we are happy to answer and assist any questions ******* has and hope to resolve the issue this Friday.

  Thank you, 

  Sun Auto Customer Care

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

  Customer response

  02/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  **** at Sun Devil Auto helped me today and he gained back my trust in them. I consider this issue resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business charged me twice for the same service. "Front/Rear Disk Brake Service" includes resurfacing rotors. They then charged additional labor for "Rotor Matching Service w/Brks". The only thing quoted over the phone was the $79.99 brake pad and $89.99 labor for each axle. They then added $160 Front Brake Service and $160 Rear Disk Brake Service. This was an additional $320 on my bill which was not authorized. When I went to pick up my vehicle the manager treated me disrespectfully and did not sufficiently address my concern. I paid the bill to gain access to my vehicle and use it to get to work. This occurred at store **** at ****************************************************.

  Business response

  02/12/2024

  Hello ***,
  
  I am writing to inquire if you would be open to me contacting you to discuss the pricing for your services. I would also like to provide a better understanding of the invoices and the charges for the services that you received.
  
  If you are in agreement with this, please provide a ************* that would work best for you so that we can schedule a call. I can also be reached directly at ************ if you prefer to contact me that way.
  
  Thank you, 
  *********************************
  Store Manager 4309
  
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good day, Happy New Year!I purchased my vehicle 2nd hand in June 2023. I was aware of an oil leak. Took my car to ****************, they did an oil change ($99.97). They were unable to fix the oil leak, they directed me to Sun Devil opposite them. I asked them to check everything, I was still able to return the vehicle at that stage. They didn't pick up anything else and fixed the oil leak ($1204.39)12/16/2023 noticed an oil leak, took it back to Sun Devil. I was assured I would not have to pay anything. Got a call a few hours later to say they'd found two issues that would cost $4200.00 to fix. The immediate problem would be $2900. I was about to tell them to go ahead after I looked at the estimate. But thought, I should get a 2nd opinion. When I collected the car, I needed to pay $309.73, they said they had emptied all the fluid out the car and had to replace it. Took the car to 2 other places, none could find an oil leak. The one place said there was an overflow and cleaned it up. The other place suggested I file a complaint because there was nothing wrong with my car. I've not noticed another leak since.You will see the attached paperwork, I don't do a lot of mileage (Average 14 miles per day). And even IF I did need an oil change, I wasn't due one for 476 miles. I feel Sun Devil ripped me off with the $309.73 I paid (note $99.97 paid to **************** for an oil change) and certainly tried to make $2900.00 / $4200.00 off me. How didn't they pick up the overflow and just clean it off like the 3rd place did, considering they made money off me, they other two didn't make a cent off me. Sad thing is, I have a warranty for the oil leak they did fix, but I don't trust them, so wouldn't take the vehicle back to them.I would like back all of the money I paid to Sun Devil - $1514.14 to cover the warranty, I refer to the trust issue again and feel they might be forced to be honest in future. Failing that, I'll settle for the $309.73.Thank you for your time.

  Business response

  01/04/2024

  Hi ***************** you for taking the time to provide us with your feedback. It is disappointing you had a poor experience in our store. At Sin Devil, we strive for customer satisfaction, which is why we value your feedback. We ask that you please reach out to **************** as wed like to learn about your experience in more detail so we can work to resolve these issues for the future. Thank you again for your time.

   

  Customer response

  01/04/2024

  Good day, 

  Sorry, I dont know who to address, you didnt say your name.

  Ive shared my experience on this platform form, not sure why you need me to go to a different platform. In addition, I no longer trust Sun Devil, you tried to get me to pay for something that doesnt need fixing, and DID charge me for something I didnt need nor approve. Sun Devil took advantage of the fact that I dont know any better. NONE of this should or would be happening if your staff were honest! 
  

  Id like a refund please. 
  

  Regards, 

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

  Business response

  01/04/2024

  Hello *****, 

  I hope your day is well. Your request for a refund has been forwarded to the managers of the location for review. Please allow ***** hours for a manager to reach out to you directly to discuss your concerns. If you may need any further assistance with your request, please reach out to customer care at ****************. Thank you for your time. 

  ********************** 

  Sun Auto Customer Care

  Customer response

  01/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -I broke down in March of 22 and brought my vehicle to Sun Devil Auto for repairs. At that time they said I needed a new battery along with front brakes & rotors for the total cost of $941.87. -In April of 23 I had more pulsating that seemed to be brake related? So this time they told me I needed rear brakes, rotors & calibers which costs $1115.98. more recently my driver side window would not go up & I had some noise that I heard going at a low rate of speed. When I would put my brakes on, the noise went away. This time the cost was $1516.67 for a new motor for the window and they said this time it needed new struts & shocks? Originally I just had the window done, but about a week later I brought it in for the struts & shocks. I had to bring the van back a second time because the window did not go up using the auto feature, which worked before hand. I picked up my "newly fixed" van on a Friday. As I pulled out of the lot, I still heard the original sound. I was not very happy about this situation after spending over $1500 for the repairs. they said that a tech would come out and drive with me to hear the noise. On a side note, if they heard the noise to recommend struts & shocks originally, why again? I could not leave my van because of having no ride home so I brought the van in the following Monday about 1:00 pm. At 4:14 pm I received a call saying the van is done. I was very shocked when I was told that they "Re-Lubed the brake components" and the noise went away. I have several concerns about this! Within 10 months I had total front & rear brake system done. There is a sign in the office stating the following and I quote "each vehicle brought to Sun Devil Auto receives a complete inspection to insure its safety and perfomance" Obviously they did not do that or they would have seem the problem with the brakes? The van does not ride any better. In conclusion, I would like my $1516.67 refunded to me because of NEGLIGENCE of the shop! There is more but can't fit.

  Business response

  09/06/2023

  Please see attached.

  Customer response

  09/06/2023

  It looks like that I will have to contact my credit card provider and stop the payment for Sun Devil Automotive. They ripped me off for over $1500.00. Could someone please tell me that within a 10 month span I can have total front and rear brakes, rotors & calibers put on then to stop a noise, they claimed that they "just re-lubed the brakes"? I'm not a mechanic but that just doesn't seem correct? 

  Business response

  09/12/2023

  Please see attached.

  Customer response

  09/14/2023

  If Sun Devil Automotive would have did the inspection, as their sign says they do" they would have seen that the brakes needed lubing! As a matter of fact, I have never heard of brakes needing lubing shortly after they were changed out. This is not fair on Sun Devil Auto part, they are trying to cover up something that "their' policy clearly states. I would very much so, like to have a refund of my $1516.67 for the work that could have been avoided if they did the inspection of the vehicle correctly!!

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car to Sun Devil Auto on Wednesday, October 26th. I told them that my engine light kept flashing on and off and it felt like my car was going to stall. I had the same issue in May and Sun Devil Auto fixed it. Then I had a problem with my coils and fixed the one that needed to be replaced, so I figured it would be the same issue. They called me on Wednesday afternoon and let me know that after the inspection they found that another coil had gone bad and that my spark plugs needed to be replaced. I was given the option to have the other coils replaced or just replace the one that need to be fixed at the time. The manager informed me that it was not necessary to replace the other coils and that replacing the one should buy me another 5 months like replacing the first one did. I opted for the replacement of just the one bad coil to save money. I went to pick up my car Wednesday evening and paid $467 for the repairs. I got in my car and tried to start it and the battery light came on and started flashing with a ticking noise. I went back in to let them know what the issue was and was informed, try and drive it around first to see if I can make it home and then bring it back in the morning. I turned the car on again and tried to reverse it and the engine light came back on in addition to the battery and ticking noise. I left the car with them overnight and received a call the next morning stating that my alternator had gone bad and the other two coils now needed to be replaced in addition to the one they fixed yesterday. It was going to cost me another $1,100 to replace the alternator and other two coils. I asked why those things were not caught with the inspection they did just the day before. The service advisor told me that those things just happen. I believe the mechanic made a mistake and was not willing to be forthcoming about it. My car went to them with one problem and left with more after they fixed it. It all just does not seem right to me.

  Business response

  11/16/2022

  November 16, 2022
  
  Better Business Bureau
  1010 ***************.
  *******, ** 85014
  
  RE: Complaint ID # ********
  ***************************************
  
  To Whom It May ********************************************************************************** We are refunding ************************ the balance she paid our facility of $461.75. This refund will be mailed to ************************ at ******************************************************** 85297.  ************************ should receive this refund check in **** business days.
              We thank you for your time and attention in this matter. If you should have any further questions or concerns, please contact ** directly.
  
  Sincerely,
  
  
  *********************************
  Market Director
  Sun Auto Service

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2022/09/07 I took my Lexus IS350 to Sun Devil Auto at ********************************************* needed just a regular oil change, as I was making a road trip in 2 days. Apparently a vehicle inspection is included.I paid $71.80 the oil change, and upon driving away I saw the warning light indicating the hood was not closed. I had to pull over to close the hood of my car.Once home I looked under the hood and immediately saw 4 plastic screws just laying on the top cover near the oil filter. Clearly the mechanic also did not complete the task to replace these screws. However, it was obvious that there were 6 places that required screws, and only 4 were remaining as the others had obviously rolled off during driving. I then had to drive back to get the missing screws. I complained to the supervisor that the mechanic did not replace the screws or close the hood. He went to the back shop area and found some replacement screws. However, he was completely unapologetic, and dismissed my complaint with the remarks that People make mistakes and It happens. Then 2 days later as I was packing the car for my road trip, I noticed in the back trunk the small case with Lexus tools was removed, unzipped and just laying open in the back of the trunk. I immediately saw that the key to unlock the tire lug nuts was missing. Apparently the mechanic used the key for the free brake inspection, did not return this critical tool, and then just left the tool kit laying open in the trunk.I returned to the shop for a second time and I was very upset. I spoke with the same supervisor. I told him an important and expensive tool was not returned and explained the issue this would have caused if there was a problem with the tire during my road trip. He didnt say much and went into the back shop and returned with my property he found laying on the mechanics bench. I want a refund due to the inconvenience of returning twice to recover my missing property due to their employees carelessness.

  Business response

  11/08/2022

  November 8, 2022
  
  Better Business Bureau
  1010 E. Missouri A.
  *******, ** 85014
  
  RE: Case ID ********
  *********************
  
  To Whom It May ********************************************************************************** We are in the process of issuing a refund to the customer listed on our invoice in this transaction. The check will be made payable to ************************* and will be mailed to the address on file in **** busine days.
              We thank you for your time and attention in this matter. If you should have any further questions or concerns, we ask that you contact ** directly.
  
  Sincerely,
  
  
  *********************************
  Market Director
  Sun Auto Service

  Customer response

  11/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  I appreciate the professionalism and effort by the business to take prompt and *********** in response to my complaint.
  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 6/2021 of last year my wife and I had Sun H333131****34303730H at *************************************************************************** replace the engine for $8439.95. We agreed to have to work done and paid for the service. We were given 3 free oil changes with the engine replacement so we scheduled those as well as any other service with the Sun H333131****34303730H location at **********************************************************************************************************************. Around 4/28/22 we noticed there was a large puddle of coolant under the vehicle while parked in the garage, and that the engine temp warning was on. We took the vehicle to Sun H333131****34303730H to have the vehicle inspected for the overheating issue. Sun H333131****34303730H said they couldn't find anything that would cause the issue we brought the vehicle in for, but they recommended a coolant flush, brakes and an oil change for $1535. They told us to contact them if the vehicle begins to overheat again. After about a month of no overheating, the vehicle suddenly overheated, blew out all the coolant and became inoperable. We had the vehicle towed to ******************* (**** *********, *******, ** *****) at a family members recommendation, as we no longer trusted Sun H333131****34303730H. ******* report indicated that the heater hose had not been reseated properly at it's last service, as well as a too dirty oil filter and an unsecured alternator. We towed the vehicle back to Sun H333131****34303730H to have the vehicle fixed and gave them the inspection report. After two days **** at Sun H333131****34303730H called me to tell me I needed to buy a new engine. He told me there was no possibility that they had caused the damage revealed in the other shops report. I requested to speak to his supervisor (**** the DM) and got the same result. He accused us of taking the vehicle to another shop that caused the damage. I asked him, if that where true then why wouldn't I be asking them to fix their mistake, to which he replied "I don't know". I just want Sun H333131****34303730H to fix the problems they caused so my wife can have her vehicle back and we can put this behind us.

  Business response

  11/09/2022

  November 9, 2022
  
  Better Business Bureau
  1010 ***************.
  *******, ** 85014
  
  RE: Case No. 18348264
  *******************************
  
  To Whom It May ****************** June 17, 2021, Mr. and ********************* brought in their 2015 ******* Santa Fe with ****** miles on it to Sun Devil Auto for overheating that resulted in the replacement of a used engine assembly. The work had a 12 month,or 12,000-mile warranty as stated on the invoice. On October 21, 2022, ******************* took their vehicle to ******* Auto Repair. The following statement was noted on their work order: ********************* got off work and noticed that the a/c wasnt blowing cold air and the vehicle was registering to be overheating. She drove to AutoZone and filled up the cooling system with about a gallon of coolant. She drove another 6 blocks, after adding to the system, and it died in flight. Mileage on Mr. and Mrs. ********* vehicle at this time was ****** miles
            First the vehicle would have overheated with a heater hose clamp off prior to ********************** ********************* Auto Repair work order, also, the customer admitted to driving the vehicle after it overheated, which is negligence on their part. Second the vehicle is past the warranty coverage term by ***** miles in mileage and 4 months past the 1-year warranty coverage term.
  Although we are sympathetic to Mr. ********* situation, we do not feel that we are responsible for the current condition of his vehicle since it is well out of the warranty coverage term. We thank you for your time and attention in this matter. If you should have any further questions or concerns,we ask that you contact us directly.
  Sincerely,
  
  *********************************
  Market Director
  Sun Auto Service

*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. ↩