ComplaintsforMeineke Car Care Center

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife had a vehicle towed to ******* *** **** ** *********** ** on 4/20/22 after having stalled multiple times on the way to work. The vehicle was presented to ******* with the following issues: Engine Light On, Oil Pressure Light On, Battery Light On. [Of note, ******* denies that the "Oil Pressure Light On" was communicated during the original intake, but we have retained information that validates the successful communication of the original issue] ******* diagnosed the car and alleged that faulty solenoids were the root cause of the problem. My wife agreed to the service and on the morning of 4/21/22 the solenoids were replaced (Total Cost: $597.23). On the afternoon of 4/21/22, ******* contacted my wife and inquired about when the oil pressure light turned on as they had noticed it during service, which she replied had been on during the stalling issue for which the car was towed. [Herein is where it is unimportant whether or not the light being on was raised as part of the original intake, as it was discussed regardless prior to the vehicle being released.] ******* determined that the oil pressure light was on due to a faulty sensor, and that the car's operation would not be inhibited due to the faulty sensor. [Paperwork attached outlining this] On that assurance, my wife took the car off the lot. After driving less than 5 miles (.5 miles home and approximately 4 miles down the road the next day) the car died on the side of the highway. After towing back to *******, it was determined that the engine had seized due to a failed crankshaft pulley which was admitted by ******* to be why the oil pressure light was actually on, NOT because of a faulty sensor. At this time, ******* is refusing to repair the engine of the car at no cost, and have quoted the repairs needed as a result of their incompetence at $7249.43. We are trying to pursue and exhaust all avenues with ******* for recourse but at this stage are concerned for desired results without litigation.

  Business response

  06/20/2022

  April 20, 2022 we received a call that ****** ****** vehicle was not operating or running and needed to be towed in to the Manchester ******* with a check engine light. We set the appointment and advised you that we would scan the codes and provide a report with our findings.

  A ******* technician determined at that point that the P0014 and P0011 codes showed faulty results upon computer diagnosis. The technician, it was recommended that the VVT intake and exhaust solenoids be replaced as a beginning repair analysis. A conversation was had with ****** regarding this strategy and it was the best place to start to address the active issues.

  On April 21, the solenoid job was completed. After completion we noted an oil pressure sensor light triggered. A job was created to replace the oil pressure switch but was declined by the customer on 4/21/22 at 4:23 PM. We learned (subsequently) that the oil pressure sensor light had been present and the vehicle driven for several days prior to the initial issues and vehicle shut down on 4/20/22 BUT this was not disclosed during the initial visit.

   

   

  Ms. **** later reported that the vehicle again experienced failure and needed to be towed back to *******. It was determined at this point that the crankshaft pulley had seized requiring motor replacement. Our technicians have determined that the oil pressure issue is the cause of the engine failure - which based on disclosure of pressure light on subsequent visit - is an issue which was ongoing prior to the initial discussions.

  Upon further review from ****** Reports, it was noted that the customer, since purchasing the vehicle in 2018, had not reported any service repair (which all major service centers support) activity indicating that vehicle maintenance was not completed at manufacturer's recommendations.

  We have again noted a desire to work with customer, but Ms. ****** vehicle issues were due to issues pre-dating her visit to *******.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this business to get my car ac system fix , the problem was the heat was blowing from the driver vent only and cool air was blowing tru the other vent , I started visiting Meineke from the 02/28/22 about this problem they checked it out and says I’ve to bring it back another day because their technical wasn’t working that day and the person who was there Cnt find the problem so I take it back 03/1322 and left it over night I received a call 03/14/22 about 1pm saying they found the problem and they have the solution to it and that solution was an coolant flush , they ask me if I had my water pump change recently I said yes plus the thermostat was also change , I ask the person who was on the phone if he was sure the a coolant flush would fix it which he assured me yes and it will be done the following day 03/15/22 so I was instructed to check my message and sign something to authorize them to do the required job which I did , I went there on the 03/15/22 to pick my car up I paid the fee they charged by way of a credit card and took my vehicle after they supposedly fix it , whilst driving it I realize the same problem was there I call them and told them the problem s still there , they told me to bring it back the next day which I did on the 03/16/22 then after they check it again now they re telling me I’ve to cancel are it to the dealer because it seems like some computer error they wrote on a paper if what they think is happening , I up loaded that paper also , I went to the dealer and showed them the paper which they Dnt even look at , the dealer says they’ve to do there own diagnostic and meineke did me wrong , I call 03/18/22 to meineke to speak with a manager which was did and I requested a refund because I didn’t go there to get a coolant flush I went there to correct the heat flowing try the vent and they told me a coolant flush would fix it and refuse to give me a refund , I was told someone was gonna get in touch with me

  Business response

  06/20/2022

  Mr. ******** brought his vehicle to Meineke on March 15, 2022. The customer noted that his fan was blowing on one side only.

   

  Technicians noted that the repair process to diagnose and repair heating and cooling can be in stages and may require multiple steps, but first step is to provide a coolant exchange service. Upon completion and clearing of system, if fan issues continue, then an additional service, potentially leading to an expensive replacement of fans or additional products may be required.

   

  Upon completion of services, Meineke has not received any indication of any incremental issues associated with the service nor discussion between customer and manager as contends.  Customer understood technician assessment and provided written approval for services.

   

  We continued to be ready to assist in repair and given lack of communication post initial service, we were surprised at the customer comments.

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