ComplaintsforGreulich's Automotive Repair

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially took my 2010 ******* MKX into Greulich's in October 2023 immediately after noticing my vehicle leaking fluids in my driveway. The store stated it was the power steering hose that was leaking and replaced it. This did not stop the leaking and shortly after, took the vehicle in for an issue I was having with the brakes along with the continued leak. During this next visit, I was informed the leaking was just residual fluid from the prior leak. The vehicle continued to leak so I took it back and they replaced the washer. It immediately leaked when I arrived home. This continued at least 3 or 4 more times, getting angrier each time I brought it back. I was finally told it was the rack and pinion and it was replaced. This stopped the leaking but I immediately informed the store manager the power steering was VERY hard to turn and I was told to give it 250 miles, which was nonsense, and it never improved. It was very unsafe to drive but Greulich's did not seem to care as it would get stuck as I was turning. I brought it back a few weeks later and they replaced the rack and pinion again. There was still fluid leaking so I elevated to *****, the district manager. He was helpful at first and confirmed it was residual and power washed it. This entire timeline lasted from October through February, in which my vehicle was constantly leaking power steering fluid. The power steering continues to be extremely stiff and ***** had the power steering flushed, which did not fix the issue. I asked ***** to replace the power steering pump as this is obviously related (and it only has 20k miles on it) and ***** refused and said he would elevate to the *** I never heard back from him, it has been a month. I want ALL service records for every time I took the vehicle in and either Greulich's to cover the cost to replace the power steering pump or a refund in the amount of $1082.08 for misdiagnosing.

  

  Business response

  06/19/2024

  I have been in contact with the customer on several occasions regarding his issue with power steering. Gruelichs Automotive acknowledges the fact that the original diagnosis for the leak was incorrect or not complete. The issue of the leak appeared to be coming from the high pressure power steering line to the rack and pinion. We replaced the high pressure power steering line and the customer still had concern for continued leaking. After inspecting a couple of times we did find a small hair line crack in the rack and pinion that appeared to be leaking as well.
  After finding this issue we replaced the Rack and Pinion and refunded all the money spent by the customer on the line **********************. After the Rack and Pinion was replaced the customer complained of a difficulty in turning at slow speeds. Upon inspection we noted that it was stiff, many times this is based on the power steering pump not pumping at the proper pressures. However, to eliminate the work we did as being suspect we did change out the Rack and Pinion with a new one. 
  Customer still complained of the turning issue, we informed him that this was due to the power steering pump. We flushed out the power steering system in order to help with the issue and did so at no charge. We informed him at that time that if this did not correct the issue he would need a pump replacement. We offered to replace his power steering pump at the cost of labor only, and we would furnish the pump.
  The customer refused this offer and instead wanted a complete free replacement of the pump.
  
  *************************
  District Manager,
  Greulichs Automotive
  
  

  Customer response

  06/23/2024

  I was never offered by ***** to have the power steering pump replaced with me only paying the labor costs, either in writing or verbally. The last communication I had was ***** saying he would reach out to the ** and then I never heard back from him. I would appreciate a quote for the cost of replacing the power steering pump, labor only, as well as ALL documentation regarding the ******* that I previously requested. 

  

  Business response

  06/25/2024

  I telephoned ***************** today and spoke to him in person. He said he never received my voice message. I reiterated my offer to replace the power steering pump for the cost of labor only. 
  He then informed me that he would discuss it with his wife and contact me if he decided to do it.

  
  *************************
  District Manager 
  Greulichs Automotive
  

  
  

• Initial Complaint

  03/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an oil change and an air conditioning charge in June 2022 at this location. At my next oil change 5000 miles later the automotive shop told me that my oil pan and plug was damaged at the last oil change. They took pictures to prove it. when I told Greulichs that I had to pay $565 for the repairs for the damage they had done they refused to take responsibility and reimburse me.

  

  Business response

  04/03/2023

  Hello!

  Unfortunately, we will not be issuing a refund for this, as it is not possible to prove where the damage to the oil pan came from. The other auto repair shop is making an assumption when saying it was done at the last oil change but that is completely unverifiable. With almost a year since we serviced the vehicle, many things could have caused the damage, including the other auto repair shop that is insisting it was us. I am very sorry but we won't be refunding money for a service that another repair shop recommended and conducted. 

  Please us know if there is anything else needed from us. 

  Thank you!

  Customer response

  04/07/2023

  Greulichs knows they damaged my oil pan and drain plug and they will not take responsibility for it. Even though it was several months since I had my oil changed at their shop I had only 5000 miles on my car and then it was due for the next oil change. There might not be any way to prove it, but the records for my car shows no one else touched it but them before the oil change when the damage was discovered.

  

  Business response

  04/13/2023

  Good afternoon, Mrs. ******,
  
  The invoice you provided shows that your vehicle was being seen for routine prepaid maintenance (not a leak) and had amassed more than 5,000 travel miles since we saw it last June. Although it is unclear from the photos sent, it is common for oil pan threads to become compromised after having been removed and replaced after 20+ oil changes. Unfortunately, it is not uncommon for shops to assign blame to other shops without knowing (or caring) about the cause OR an appropriate solution. 

  According to our sources, using your vehicles VIN, your vehicle has been serviced twice at automotive shops after it left here in June of last year and prior to your recent prepaid oil change a* **** **** ******. It is impossible and therefore presumptuous for Nate Wade Subaru to assign blame to Greulich's after more than nine months, 5,000 miles, and 2 visits to other auto shops between the time it was with us and the time you brought it to them. It is equally likely that their technician (or someone else at one of the other two shops) mishandled the drain plug. 
  
  Lastly, Greulich's does not use the colored paint you see in your photos to “seal” a drain plug. This is, however, a far more common practice at quick lube shops across the country.
  
  We are very sorry to hear about the damage to your drain plug but we are unable to accept responsibility given the fact that the vehicle had been to 2 other auto shops after us and the fact that we do not use the paint in the picture, suggesting that another shop has also serviced the drain plug since we had the vehicle in June. We sincerely hope you can understand where we are coming from. 

  Thank you, 

  Greulich's Automotive Repair

  Customer response

  04/17/2023

  they know their technician did this and they are trying to cover for him to get out of paying for the damage he caused.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problems with billing that they didnt fix anything correctly. Triple charge of same things from previous ********. The scottsdale store on ******** is fighting me on this with the credit card company.i wanted to go and see the issue of a wiring problem that they said was not working on car and took about 4 days to keep the car.They drove it and put more mileage on it. They said an animal ate the wiring.when I got there after telling them i was coming to see the problem.: They told me it was ok not to come.I still went over to there shop.: when i got there they said it was all closed up now. I was upset not to see the issue. i told them to take pictures. and they agreed. I asked if they took them oh yes they said to me we will for sure take pictures of the problem. They said oh yes we did and they would give them to me. . When i got there to pay for the supposed things they had fixed they said he will send pics to me thru E-mail. Never came.they still had no pictures for me. One day later i called and he said sorry I cannot find the pictures. They broke the manifold after i paid for one the last time i was there. Charged me for things they didnt do this time. they claimed it wasnt there fault. but a piece was broken off of it, they were the ones who broke it.I still paid for that and alot more. The day I paid still no pictures. He said he would email them to me. when i called them he said sorry we lost them or couldn"t find them. In anger at this point I said i am stopping payment right now. They really fixed nothing on my car it had a light come back on right after picking it up, the very next day and I took to other places for testing.They said problem is under the car. Not anything they had supposed fixed. still could not get an emisssions test done and still had more problems with car. location On ******** in Scottsdale is fighting me on my credit for bad work and billing. this **** is for$962.95

  

  Business response

  03/16/2022

  Hi ******,

   

  I spoke with my employees involved with this customer as well as my VP and he let me know that we did speak to this customer and issue her a partial refund. I am getting confirmation from our accounting department now and will let you know.

   

  Besides this one and ***********************, are there any other outstanding complaints I have not responded to you about yet?

   

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

  Marketing Director

  C: ************ | E: **********************************

  www.greulichs.com

*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. ↩