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:09/06/2024

  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.

  Went to ASR for metal grinding noise. After 2 years and ***** in expensive parts noise continued. I complained the repair wasn't done, they said they didn't hear it all was fine. Several of the expensive unnecessary parts failed and needed to be redone. They replaced the radiator fan, not fit right car overheating, Shocks, struts, springs, stabilizer bar, tie rods, upper & middle control arm parts, rotors and more. After 2 years of having my car in shop every few weeks replacing and inspecting the noise still there. I ask them why not change lower control arm & bushings? That last repair proved that was broke & bushing no good. $900 replaced it noise stopped. All these times back in shop they were annoyed saying it's fine and all in my head. I was (a woman) spoke to like I had no knowledge of cars and was making it up. I was treated rudely. When I asked why they didn't fix lower control arm as they did top and all parts in between, they should have seen bad bushing, why not fix that first time. They said to save me money. If they would have fixed it with rest and not told me the noise was all the other parts and cost me *****, my time without car and putting up with being dimeamed. I had take car to the shop I used to use that knows my car and said my car just had full body check had none of the issues they replace unnecessary parts for. The work they did has broke my axle and ripped the cv boot. Now in the new shop with pictures of axle grease leaking & damage. This will cost me 3000+ to repair. I just left their shop 2 months ago and this happened. They are the only shop that worked on my car since 2021. Future **** sold me car and did all work until then and my history shows was in good condition before. Car now at **************** getting repaired before axle brakes and causes a wreck injures me or the children that ride in my car. I see their license is up this month 9/30/24. I hope you investigate this shop s they don't do this to others.    

  

  Business Response

  Date: 09/16/2024

  Response to BBB complaint for ****** ********
   There seems to be several issues that need to be addressed.  Ms. ******* has been in, several  times for repairs.  Some visits for noise in the suspension, some for check engine light diagnostics with repairs, one for cooling system, and brakes.  I would like to address the individual concerns as they are clearly not all related.
  
  1. The cooling fan "not fitting the car right" - we have verified that the part used was correct for the vehicle and in her several visits after there are no notes about any customer concern with overheating or any fan operation issues.  Fan was replaced initially due to a concern with the air conditioning, and while diagnosing found the cooling fan assembly was found to be inoperative.  If there is an issue with the fan, or overheating we would be happy to check to ensure the fan is correct, installed correctly and working properly.  I don't have any information about any other issues with Ms. ******* fan or cooling system from any subsequent visits after 09/22/2022.
  2. Another shop stated " had none of the issues they replace unnecessary parts for" - I would like to be able to review the other shops paperwork and to know how they determined the parts (that had been replaced and were not on the vehicle at the time they inspected it) to be unnecessary.  We have done our best to find the root cause of the noise including several test drives with the customer and several inspections at no cost to Ms. ******* and we have, on several occasions, been unable to duplicate her concern, with her in the vehicle, thus the inspection results and recommendations were based on condition of components ( vehicle was between ***** years old with between ******* thousand miles).  We have always tried our best to do what we can to take care of our customers including Ms. ************** We have inspected the vehicle on several occasions  and warrantied several suspension components in an effort to provide excellent customer ***************************** We are still happy to inspect and attempt to recreate the noise that Ms. ******* is experiencing.
  3. Ms. ******* states that somehow the axle is in need of replacement due to damage from the other suspension and steering components that had been previously replaced.  I would be happy to inspect  the axle, at no charge, and I would be curious to see the paperwork from the other shop to see how they determined the axle was damaged by the other suspension components.  
  
       Ms. ******* has been a customer for years and we always try to treat our customers like family - regardless of gender, race, or any other factor.  We serve our local community and pride ourselves in customer ***************************** We would still be happy to work with Ms. ******* to find a resolution to her issues, however, the components that were replaced were done so due to condition and symptoms.  We would be happy to inspect Ms. ******* vehicle for any of her stated concerns or check the condition or fitment of any parts installed by our shop.  We would be happy to work and earn Ms. ******* trust back in our company.  At this point we have not seen any of the notes or recommendations from the other shop and we have not inspected the vehicle since 06/2024.  As you can see from Ms. ******* previous visits, we have honored our warranty and done our best to help Ms. ******* with any and all of her stated concerns.  We would be happy to inspect Ms. ******* at no charge and will do our best to restore her faith in our company.  
  
       Lastly the amount stated by Ms. ******** 12k in expensive repair, is not the actual amount spent here in the life of seeing the vehicle at our repair facility. With every single repair order, looking back to the very first time we have seen the vehicle (03/07/22) the cost of repairs doesn't match to what Ms. ******* is stating she has spent in repairs here. If there is anything else we can do to remedy the situation please let us know how we are able to help.
  
  
  Best regards, 
  
  ASR Team

  Customer Answer

  Date: 09/18/2024

  I am rejecting this response because: The radiator wasn't checked upon putting in fan and was clogged also causing the waterpump to go out.  The actual sound was caused by lower control arm bushing that wasn't fixed for 2 years and I was told other parts the problem and we're replaced. Each time a part was replaced I asked was there anything else they said no all was inspected. Then the noise still there, again another expensive part replaced, noise still there.  We did this for 2 years.  My car had full inspected by future **** and I have my history report.  They only worked on my car until ASR.  There was no damages to axle, tie rods, stablizer etc. These parts only became broken while at ASR.  they would fix a part and 2 days after still issues.  I feel they didn't fix the cheaper part actual broke and replaced unnecessary parts every time I came back.  The car had full inspection and **** stated my car doesn't need fuel injectors at ****** miles.  They replaced those $3,000 yet I never saw the report or Code says they were bad.  All this makes me feel I was lied to
  

  

  Business Response

  Date: 09/19/2024

  We would request that Ms. ******* provide any documentation from the other repair facility that states any repairs made by Auto Service of Roseville were done incorrectly or unnecessary.
  

  Fuel injector repair and Fan replacement were done over 2 years ago and over ****** miles ago.  In her future visits to the shop after fan and fuel injectors replaced - no reports of failing fan assembly, cooling system issue, or failing fuel injectors were made.

  Customer Answer

  Date: 09/24/2024

  I am rejecting this response because:

  I got a resonse message from you and was confused.  It said this was from ASR?  
  
  I sent this message to you in response to BBB wanting the Folsim ********* that did repairs to my car that ASR caused damage to.  This email was sent in reply to BBB wanting information on why the fuel injectors were replaced $3000 when my wasn't necessary.  ASR needs to produce the test results showing my car needed them.  
  
  MESSAGE FROM BUSINESS:
  HI ******, LOOKING OVER THE WORK THAT WAS DONE TO YOUR VEHICLE, WAS JUST CURRIOUS IF THEY HAD THE PINPOINT TEST FOR THE FUEL INJECTORS AND WHY THEY REPLACED THEM, I HAVE NOT SEEN ANY OF THEM FAIL TO DATE IN MY 5 YEARS WITH ***** PARTS HOWEVER DO FAIL JUST DID NOT KNOW WHY THEY REPLACED THEM. 
  
  ***** ********
  FOLSOM LAKE **** SERVICE ADVISOR
  

  
  

  

  Business Response

  Date: 09/25/2024

  We thought this case was resolved - We have requested documentation that any repairs were done unecessarily or damages were caused to Ms. ******* vehicle from any work performed by ASR.  In order to move forward we ask that we can see either the vehicle for inspection or paperwork stating specifically that any work performed by ASR was uneccesary or caused damage.

  Thank you

  

  Business Response

  Date: 09/25/2024

  I have done my best to go through the paperwork from the other repair facility and I don't see any issue with any repairs that were done here at ASR.  If there is no documentation or inspections of any issues with any repairs done at *** we would not consider the issue to be with work done at ASR.  If there are any items under warranty, that have been replaced by ASR, that have any issue, we would be happy to work with Ms. ******* to find resolution.  At this time I have not seen any documentation stating any work done by ASR caused any damage or is defective in any way.  The fan was replaced 2 years ago and the vehicle has driven thousands of miles since repair, the vehicle has cooling system issues (stated by the other repair facility) not related to the fan assembly.

  Please provide any documentation of any issues with any specific repairs performed by ASR or any part that was replaced that was not necessary.

  Customer Answer

  Date: 09/27/2024

  I am rejecting this response because:

  
  ASR REPLACED UNNESSARY FUEL INJECYORS. $3000
  
  Folsom ********* sent email statement that bbb asked for that my car didn't need them. 
  
  

  
  

• Initial Complaint

  Date:05/30/2023

  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.

  Automotive service of Roseville,they said they rebuilt my transmission in my car , but my car problems still there it is worse ,when I bring my car to then a was no having this problems but no is worse,I bring my car back after to be fix in they do anything,I just my car to be fix,

  

  Business Response

  Date: 05/30/2023

   Please see attached paperwork.  ****************** has only been in twice since replacement of transmission 05/13/22 and approximately 24k miles.  The first visit after transmission rebuild was very inconsistent  and we advised customer to return if problem returns.  The second visit, the customer had driven almost ****** miles since replacement (****** mile warranty).  For customer satisfaction ********************** did an inspection and had Monroe Transmission (shop that did the sublet rebuild) inspect and they reset shift points and had customer drive to relearn.  Customer called back in to schedule an appointment to re-inspect and the customer did not show up for his appointment 05/22/2023.  Customer is aware his transmission work is out of warranty and that we were attempting to inspect his vehicle and find resolution at no charge to him for customer satisfaction.  The fact that his repairs are out of warranty as stated on his invoice should be reason enough to dismiss this complaint but even still Automotive Service of Roseville has gone above and beyond to help our customer and to attempt to resolve his issues.  The transmission is still shifting and customer is complaining of a "clunk" while shifting (more from park), when the transmission was rebuilt it had completely lost reverse gear and was physically grinding between gears, customer states it is "worse" now but the issues are not the same as the original complaint and definitely not as severe.  We have attempted to resolve this matter with ****************** and he did not return for his inspection - The repair to the transmission is outside of the warranty period, we offered to inspect and diagnose at no charge but the customer did not return for his appointment to inspect on 05/22/2023.  We have already gone above and beyond and his vehicle is still currently running with the transmission rebuild (from 05/13/22), the customer does not seem to want to resolve this matter and has been informed that the transmission repair is outside of it's warranty period and may need additional repairs (not the same issues as original issue and no "Check engine light" as there was in the original diagnostics prior to transmission repair).  

  Please feel free to reach out for additional information or questions.

  Thank you,

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

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

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