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:01/04/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On 12/11/2022 my car started to overheat and shake. Called Main Street Automtive and had the car towed there. I paid $943.18 to have it repaired but not even two weeks later, on 12/21/2022, it started shaking and broke down again. This time they said it was the valve cover gasket leaking oil and they didn't know anything about the leak beforehand. Oil had gotten into the spark plugs and ignitiin coils so all had to be replaced. I paid another $836.65 and had them repair it again. However, when we got the car back it was shaking/vibrating still. We knew something wasn't right. I called Main Street Automtive the same day that we got the car back and spoke to Jared. I told him my vehicle is still shaking and vibrating and he said "well we noticed a vast improvement" but that he was "too busy working on 30-40 other cars" so he couldn't look at it again until Monday. He advised me to have my pregnant daughter continue driving the car for four more days. I told him no way, you shouldn't have even given us the car back like this. Finally he agreed and said ok bring it in at your earliest convenience. We dropped it off that night and the next afternoon he called me and said he knew why it was vibrating and how to fix it. This time he said it was the engine mount had collapsed and that was causing the vibration. He needed another $264.28 for parts and labor and that would make the vibration stop. Reluctantly, we went ahead with the repair. He called me the same day and said my car was ready to go. My daughter and I picked the car up the next morning only to find that it is still vibrating. We left Main Street Automotive and drove straight to the Nissan Dealership. Once there, that's when my daughter showed me the grease that Main Street Automotive had gotten on her doors. After that, we ended up paying another $185.28 to have a diagnostic done at the Nissan Dealership where they told us the vibrating is being caused by the alternator, belt, and a weakened tensioner. My vehicle has been shaking/vibrating since the first time the car broke down and Main Street Automotive told me they could fix it but did not.

  Business Response

  Date: 02/02/2023

  Thanks for reaching out to Us for this. 

  Unfortunately We believe the concern that the vehicles owner is having is not with the repairs that the vehicle needed, and We have already performed, but rather with repairs that the unit still needs... as evidenced by the dealership informing said customer that the alternator was needed. (we have not replaced nor seen any cause for replacing the alternator) 

  We have already discussed this with Ms. ********, and thus informed Ms. ******** that we do not, nor can not, perform repairs for free nor credit repairs that were needed to repair concerns unrelated to the Alternator that the Dealership is suggesting.  We also can not predict future failures, even if it is just weeks away as the customer stated after the radiator replacement- We must always have a unit that is running and driving to diag and attempt to pinpoint concerns- 

  I understand that We will likely not satisfy this customer unfortunately. Thank You for Your consideration, in this matter. 

  Customer Answer

  Date: 02/02/2023

  
  Complaint: 18674420
  
  I am rejecting this response because: I feel a thorough inspection was not done on my vehicle the first time it was brought to Main Street Automotive, resulting in more costly repairs. 
  
  Sincerely,
  
  Angela ********

  Business Response

  Date: 02/03/2023

  As We stated in prior response, We understand and expected that the former customer would not agree. Thankfully The Facts Speak For Themselves. There is no inspection process for a blown out or leaking radiator that will tell us or any other shop, that the valve cover tube seals are (or maybe in the next few weeks) leaking engine oil into or onto the spark plugs and ignition coils. We have already explained this the Ms. ******** in great detail with pictures of the failed components. We understand, that She will not be satisfied with ANY further response we could provide. Unfortunately there are some situations that We can not resolve with helping someone understand how the vehicles or inspection and/or repair processes works. 

   Thanks again for Your considerations concerning this matter. 

  Customer Answer

  Date: 02/07/2023

  
  Complaint: 18674420
  
  I am rejecting this response because:

  Again, if a thorough inspection had been done, as I had authorized, they would have seen that the valve cover gasket was leaking and needed to be replaced. However, they failed to do so. Their failure to mention it caused oil to leak into all four spark plugs and ignition coils. 

  Sincerely,
  
  Angela ********