ComplaintsforAspen Auto Clinic

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I paid over $10000 to get a new build engine form Aspen Auto, they complete the job. Then I started having trouble with the vehicle and brought it in. They charged me $800 for a hose that apparently was causing me issues. Sure enough it acted up again. So I bring it to another location within the same company and they had to completely redo the job. Shortly after I started having the same issues. So I brought it in. Their solution was to buy an old engine and put it in my car. I asked them for a rental car due to this being their fault and they ignored me. They took the easy way out and it cost $4000. But I paid for a $10000 job. So no rental, very unprofessional in regards to updates and getting calls back. They never followed up with me. They made me feel like its my fault this happened.

  

  Business response

  06/20/2024

  We understand the frustration involved when cars break, especially under a warranty situation.  We did not take an easy way out regarding the warranty.  We understand that the original store did not perform the repair properly.  The 2nd issue with the vehicle was due to failed parts, not the customer, and we apologize if we made him feel that way.   We decided to purchase and install a used motor that is fully warrantied to save the customers down-time without a vehicle.  To process the warranty claim for the parts that originally failed would require six weeks of down time for the vehicle.  We chose the option that best suited **************** immediate timing needs.
  

  Customer response

  06/20/2024

   
  Complaint: 21866171

    Initially, when the issue first occurred, Aspen Auto indicated they were open to compensating me for a rental car. Shortly after, they failed again to fix the problem. I requested a loaner or rental car from Aspen Auto and was repeatedly assured that the person in charge would call me back. Despite multiple follow-up calls, I did not receive any response. On my fourth call, the person in charge finally returned my call, falsely claiming to have left me a voicemail previously. During this call, I inquired about the rental car, and he assured me he would get back to me, but he never did. Even saying i get it and will figure out a solution, because I used to be a single dad. I then contacted another Aspen Auto location to resolve the issue, received similar assurances, but again, no one followed up. Now, my car has a used motor installed, which is already making noises, and the boost is off. This cost $4,246.37 less than the original job, so I am now questioning where my refund is. Given the cars current issues, I am apprehensive about returning to Aspen Auto for further repairs.
  
  
  Sincerely, 
  
  ***************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Aspen for a oil change and air filter. Was told by *** at front the air filter needed an extra part that has a new thing to work. My bill went from ***** to ******. They also kept my negative cap from my battery. Come to find out he lied and charged me ***** to replace the filter that has only three clips removed to get to it. Also asked for tires to be aired and I was told they were fine, but the car alarm on tires was still on. I'm 67, disabled and on a fixed income and I was so ripped off. Also the negative battery cap was not put back on and was kept. I read reviews and some said they did more complicated repairs for free and I was told one thing and then I was charged ***** for labor. For an oil change and air filter. They added numerous small tasks to run my cost up. I'm an elderly woman of color and I 2as so taken advantage of and I want a refund of all the bogus charges they got from me and my battery cap replaced

  

  Business response

  01/23/2024

  
  The manager of our Union location did reach out to *****, via phone, but was unable to reach her. She did not reach back out to us. We charge by All **** book time, the standard in the automotive industry. Our technicians do not work for free, therefore if any labor is required, it will be passed along to our clients, which is why we charge to install air filters. Our service advisor informed you of the costs and vehicle recommendations - you declined to have several services performed. You choose what you wanted, with the cost presented to you at the time and you gave your verbal approval.
  
  In effort to make good on taking care of a potential mistake on our part ,we reached out to the dealership to make sure that your vehicle does in fact have a negative battery cover. The dealer stated that your vehicle does not have a negative battery cover, so we could not have lost it. Your vehicle only has a cover for the positive side, if your positive cover is missing, we would need you to come back in so we could take a look. If there was an error and it is missing, we are prepared to purchase you a new one. Please let us know. We do not like to think that you left Aspen feeling taken advantage of due to your age or gender. **** assured that you were charged exactly what we would have charged to any person walking through our door. 

  Customer response

  01/25/2024

   
  Complaint: 21166039
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** I was mislead by the guy at the counter. Told me before replacing filter  that the filter needed something about an added attachment to the filter that could be expensive. But it did NOT and instead was charged as rr which means labor! And I did NOT refuse anything. We went through all of that and nothing was wrong. Also for charging a woman for labor but completely ignoring the tire pressure. Oh ***** to change an air filter that has only 3 clips to change. I will continue to give me situation whit Aspen with anyone needing to pay ****** for an oil change and air filter.sny shops have told me how ripped off I got. By the way. I'm 67, disabled and low income 

   

  

  Business response

  01/30/2024

  It's unfortunate when after services are provided at a price agreed to, that pricing research is done after the fact.  As in most cases, a journey to find cheap goods and services will always be found.  We are not a discount aftermarket big-box retailer and we pay our technicians a living wage + insurance.  In return, our technicians charge accordingly.  The "R&R" means "remove and replace" and yes, that is absolutely their labor charge to do this task, regardless of the number of clips.  We do not charge based on age, color, religion, or disability and our track record over 21 years we believe proves that.  We regret that the client found cheaper service options after the fact, but the job was done with no workmanship or part failure issues.  We will not be refunding the cost of the entire service and consider this matter closed. *added *****'s signed copy of her authorization for payment at time of service.

  Customer response

  01/31/2024

   
  Complaint: 21166039
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** I understand Aspen auto is refusing to return the ***** fee for air filter replacement. I was Not told that it 2ad labor charges or I would have refused service. They are blaming me for their price gouging and I am not responsible for the lie the front desk guy told me. He said it was some special air filter that was on newer cars and they cost more. Services weren't denied because there was NOTHING wrong with my vehicle that has less than ****** miles. I would never purchase a battery or anything needed with Aspen only to be ripped off again. So I will continue to tell all about what was done and how they cannot be trusted by charging ***** to change a air filter. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/04/2023 I took my 2019 ****** Impreza Sport to Aspen Auto Clinic at **** *********** in Colorado Springs for an oil change. I was told that the vehicle needed front and rear brakes and brake fluid service among other things (tires, alignment, filter). So on 9/19/2023 I took the vehicle in for the brake work. The invoice states that they replaced the front and rear brake rotors and brake pads and did brake fluid service. They charged me $1,672.80. Then on 12/26/2023 I took the vehicle in for an oil change. I was told and shown a photo of a "left rear caliper leaking brake fluid causing the reservoir to be low" and was warned that this was an unsafe condition to drive the vehicle. I inquired that that seemed strange since they had just replaced the brakes in 9/2023. I decided to get a second opinion and took the vehicle to ********************* Tires on 12/29/2023 to have the brakes checked. They found that "the left rear caliper was leaking and the vehicle appears pad slapped with bad scoring on rotors." They showed me the brake rotor which appeared rusted and with marks unlike those on a new rotor. They replaced the front and rear brake rotors and calipers and did the brake fluid service.On 1/03/2024 I called the Aspen Auto Clinic and spoke with **** at the Jet Stream location who stated a desire to figure out what happened with my vehicle. After speaking with him I decided to pursue the problem through the BBB instead.

  

  Business response

  01/08/2024

  We are unsure how to dispute or verify the customer claims. In her own submittal, she mentions our willingness to try and figure out what happened, and she decided to go this route.  We have not looked at the vehicle, inspected the old parts, verified with the service center about what they saw, or interview anyone associated with the complaint. Our warranty is very clear that we stand behind our work for 3 years or ****** miles, and in some cases - a lifetime warranty is available. Our warranty also directs the customer to bring claims to us for our inspection. We were unable to execute our warranty based on the choices the customer made.  We stand ready to help, but are unsure how to proceed unless she communicates with us.

  Customer response

  01/09/2024

   
  Complaint: 21091497
  
  I am rejecting this response because:  I have a photo of the brake on my vehicle which I am unable to download at this time.  I did not take my vehicle back to Aspen Auto Clinic because I did not trust them.  When they told me that there was a leak on the left rear caliper of the brake and they had supposedly replaced the brakes in 9/23 it didn't make sense to me.  The clinic manager did not offer any explanation for this.
  
  Sincerely,
  
  ********* *********************

  

  Business response

  01/10/2024

  We stand by our original statement.  We are able and desire to be helpful given the opportunity to do so.  In absence of any contact or photos or conversation with the shop in which the customer had additional repairs done, we consider this matter closed.

  Customer response

  01/11/2024

   
  Complaint: 21091497
  
  I am rejecting this response because:  Aspen *********** was dishonest about providing the service that they said they did.  I have documentation and will ask the business that corrected the problem to provide further information.  I would like to meet with Aspen *********** representatives to discuss my concerns.  
  
  Sincerely,
  
  ********* *********************

  Customer response

  01/18/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.  I am awaiting further information and request that I be allowed to submit that information later and that it be considered in the mediation.

  Regards,

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

  

  Business response

  01/19/2024

  Better Business Bureau:

  We have decided to refund the entire amount of ************************* invoice from Aspen Auto Clinic in full and hope this puts the matter to rest.  Attached is the refund verification.  ******** could potentially take up to 10 business days to process and reflect on her credit card statement.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bait and switch. Went in on 8/2 for a discounted oil change. The service manager was *****************************. Also got a discounted oil filter (their recommendation, that I needed one). What happened next was the problem,. They recommended I flush my brake fluid or I might lose my breaks, they said they found oil leaks, "valve cover gasket leaking" and "level 2 oil leak above oil pan". They also recommended an air filter change, brake fluid flush which I scheduled for $204.11. Did not complete this. . And as it turns out, unnecessary. The oil was not even dirty, the engine light was just on, but did not indicate oil change needed. They told me it was needed. They did not tell me that it was clean, and in fact had just been changed a month before by the car dealer. They told me I'd soon need an air filter, but the second opinion service mechanic showed me my filter, it was brand new. The second opinion mechanic was CarMax where I had an extended warranty and who checked over my car, with no problems detected. He said he had "heard this before" and was not surprised by the brake fluid flush recommendation. My car only has ****** miles on it, and should not have needed this service. In addition, I called another mechanic and he too said he hears that Aspen is particularly guilty of this and he hears it all the time.I just want their upselling to stop and to do a good job being a good citizen and good local business again. I think that the *********************** location that I went to was a problem. I can't speak for their other locations. When I tried to bring it to *******'s attention, he told me he'd call me back, and my phone records show he didn't. I then called again, he got real impatient with me, and then would not let me talk. He was defensive, argumentative, and rude. I would like to see Aspen Auto Clinic address their negative reviews, acknowledge this is going on. And stop doing it.

  

  Business response

  08/28/2023

  This customer made an appointment for an oil change. She is upset that we did the oil change. There is no way for us to know that where or when she had the service performed, in fact that would have been information she should have shared with us. She made the appointment for an oil change and that is what we honored for her. There is no way to visually inspect the oil, before performing an oil change to see that it was done a month ago. Furthermore, once the oil is drained, which is when we would be able to tell, it's too late and the service would need to be completed. We recommended the air filter due to mileage. I have included photos of our brake fluid recommendation, the flush service is due every 2 years on the car. We recommended the service due to the time that has passed. Fluids degrade. Our recommendation was the manufacturers recommendation. We never pressure only offer information, ***************** has the right to pick and choose any service that we offer, which she did. We will never not ********** is our professional obligation to let our customers know what is going on with their vehicle.

  We are sorry that ****************** was upset that we did what she requested. We apologize for our manager, who could have used a different approach with *******************

  Also including the link to ********************** digital inspection where we provide photographs of all recommendations that we provide. 

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

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged over my warranty. When asked why? The service Manager (****) said we have to make a profit.The only amount I was supposed to pay through my warranty with Protective Asset Protection was my $100.00 deductible.Aspen Auto Clinic ***************** charged me $527.31. They told me if I wanted to pick up my car i would have to pay the $527.31.After numerous calls to Aspen Auto Clinic to receive a statement of what I was paying for they refused to give it to me.Aspen also did not fix the problem with my car. After returning my vehicle to Aspen to correct the problem.They didnt.I had to then have my car towed to the dealership.Upon the second visit to to have my car fixed they wanted to give me a new estimate.I gave the new estimate from Aspen to the dealership to see if they found the same problem. The dealership said absolutely No.

  

  Business response

  03/08/2023

  This repair took place in December of 2022. Aspen gave ***** the choice of taking her car with no repairs performed or paying what her third party warranty wouldn't pay. We were very clear from the beginning of this transaction that she would be responsible for any charges that the warranty company did not cover. 

  ***** did accuse our manager of "marking up his parts." ******* agreed and responded, "We absolutely mark up our parts. We are a for profit business." ******* let her know that she had the option of not repairing her vehicle with us or pay what we charge.  The agreement that ***** has with her extended warranty company is between her and her the warranty company, not Aspen. 

  We would never refuse to give anyone an invoice, estimate or otherwise. There were no surprise charges or changes from her approved estimate. 

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/15/2022 at 11:13 am I took my 2010 Audi Q5 to get the driver side front axle fixed because it had a leak as was as too replace the oil pan gasket leak. On 11/19/2022 at 12:46 i came to pick up my car as well as to pay for the services on. On my way home on or around 12:29 i text the #************ to let them know that the *** light on then 12:51 my service light then the light for the cooling light came on i stop and took pictures as well was went to the store to get antifreeze for my car made it home at 25 mph and parked my car. On 11/21/2022 at or around 8:15 i took my car back to the shop and have yet to receive my car back then they tell me that it is a problem with my intake clips and they order new ones please note never had any kind of problem or engine light at all they are just looking for something wrong with the car but its not *** light never came on until they they worked on my car and i still don't have my car 11/29/2022 now they say they are looking at the coil and spark plugs But they are good so now they are saying that its might be something wrong with the ignition OMG... I need some help PLEASE and THANK YOU.

  

  Business response

  12/01/2022

  We understand your frustration on the length of time that we had your vehicle. We identified the issue with your vehicle that was unrelated to the reason you brought it in. We repaired your vehicle at no cost to you and are pleased that you were able to pick up your vehicle yesterday. At this point, we consider this matter resolved. 

   

  Thank you,

   

  Aspen Auto Clinic

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the third time taking my car in the the heat not working and many thousands of dollars, parts, and diagnosis my heat still doesnt work. They want to charge me another diagnosis fee to figure out why the heat doesnt work. when the have diagnosed and fixed the heat two times the heat still hasnt worked. They are now holding my car hostage until I pay another $200 on top of the order two diagnosis fees for this third diagnosis. I was told after the second time that they would fix it no problem. I come back two months later when I have time to not have my car and now they have changed the story and dont remember and want to charge me again $200 and refuse to give me my car that still doesnt have heat nor does it shut off when you turn it on. Can anything be done? Am I just out of luck now and have to pay $200 again?

  

  Business response

  05/26/2022

  ************************ heating issue is from new faults in component's that Aspen has never repaired.  Any previous repair work done repaired with approval of his extended warranty adjuster.  The new issue with the rear heat not working stems from failure of actuators that control the rear heat.  ************************ extended warranty has expired and he is refusing payment of diagnosis and testing based on the expired warranty.  He approved the diagnosis, only to find out about the expiration, and is refusing to pay for work that the technician provided.  
  
  See Technician Notes:
  Started checking functions of mode door and blend door and while in that process, clicking noises would be heard. Gained access to blend door and mode door through rear quarter panel and could confirm thats where the clicking was coming from. Mode door and temp door was not allowing things to switch like the heat or foot/head vents for the rear. Took out actuators and checked blend doors by manually turning them and checking for reaction from the vents and reaction was seen/felt. Took apart actuators and found both had broken sprockets. Recommend replace both actuators JUST TO START and recheck after. Did roll diag time into repair time since accessing the part was needed for testing.

   

   

  Customer response

  06/01/2022

   
  Complaint: 17255512
  
  I am rejecting this response because:
  

  Thats all c*** I took my car in because the rear heat wasnt working all 3 times. The blocking has been happening since the first time I took it in. I paid out of pocket the first and second time the warranty covered some repairs that were unrelated. My refusal was based on then never fixing the problem. Why did they never fix the heat to begin with? My problem is theyve fixed parts that didnt fix the original problem of the  heat not working. Im just confused why theyd release a car twice and it not work each time and on the third time with it still not working want me to pay for them to diagnose the same problem when the clicking was happening the first time I took it in. They keep saying its a new issue to justify charging each time for a diagnosis, but its not true theyre just scamming me to get more money. Its bad business to not fix what the customer tells you is wrong and fix all these parts that arent causing the problem in the first place. 
  Sincerely,
  
  ***************************

  

  Business response

  06/01/2022

  Aspen has spoken directly with ******************** and considers the matter closed.  There will be no other response from us or correspondence with the customer.   

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We dropped off our **** ****** Forester to Aspen Auto in ********, ** as my husband saw a hole in the exhaust pipe. We were told that due to an emissions law that went into effect in 2022 that our entire exhaust system, including the catalytic convertor, would need to be replaced for a total cost of $4,700. Whoa! I did some research and it looks like such an emissions law did start in 2022 for Colorado, but its for all NEW vehicles only. This vehicle is is old, has ******* miles on it, and we drive it into the Springs for errands as we're retired. My husband wanted to have the vehicle repaired at this time so we did, however, I'm researching this as I want to make sure it's in fact true that older vehicles MUST have their converters replaced as well. Thank you very much for your help!

  

  Business response

  05/03/2022

  Thank you for reaching out with your concerns.

  
  You ****** was admitted to us with a check engine light on.The code was P0420 which indicated to our technician that the vehicles catalytic convertors catalyst efficiency was below the threshold and the car was emitting pollution. Our inspection includes a video showing your catalytic convertor to be *****, with holes.

  
  Aspen Auto Clinic is bound to follow the law and the law is that all catalytic convertors, on any vehicle must be replaced when condemned,not just new vehicles. We recommended that the part be replaced, not because it was old but because the part failed. We invite you to visit the Colorado ********** of ****** and Environment, which may help you understand the laws that we have to follow. I've also attached a snip that covers the requirements. 

  
  We are sorry that we did not give you the information in a way that was not confusing. We appreciate you reaching out for clarification, we are happy to answer any of your questions! 

  Thank you,

   

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

  Executive Assistant,

  Aspen Auto Clinic

*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. ↩