Complaints

This profile includes complaints for Expert Car Care, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Expert Car Care, Inc.

  1884 Elkcam Blvd Deltona, FL 32725-3939

• 

  Expert Car Care, Inc.

  2123 Saxon Blvd Deltona, FL 32725-3224

• 

  Expert Car Care, Inc.

  2650 S Orlando Dr Sanford, FL 32773-5336

• 

  Expert Car Care, Inc.

  3016 Alafaya Trl Oviedo, FL 32765-7678

• 

  Expert Car Care, Inc.

  3022 Alafaya Trl Oviedo, FL 32765-7678

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:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  03-27-2025 $195.92 The business was to install new tires onto my truck. In the process they gouged all of my rims which are approximately $300 each to replace. They then tried to cover this up by marking it with a black sharpie so that I wouldn't see their blunder. They are refusing to put me in touch with their manager and blowing me off in the office. They are doing nothing to resolve this problem and are actively dodging me.

  Business Response

  Date: 04/09/2025

  We spoke with customer, damage was due to a misshape on our end, we repaired all rims and brought them back to condition prior to incident, Customer is happy with results

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 01-14-2025 I received an email promotional offer (attached) for a $70 Best Buy Reward Certificate when spending a combined $2000 purchase outside of Best Buy on the Best ******** Credit Card by 02-28-2025. Per the instructions I activated the offer and charged in excess of $2000 on the Best ******** Credit Card prior to 02-28-2025. I contacted Best Buy Rewards Customer ********************** multiple times to obtain a status update. The agents were unable to resolve the issue. They provided little assistance and seemed to be unfamiliar with the promotion. Additionally, I contacted the the credit card issuer, Citi, and was referred back to the Best Buy Rewards for fulfillment of rewards. This redirect let to the same outcome of no resolution. Requesting this be resolved expeditiously.

  Business Response

  Date: 03/28/2025

  Thank you for bringing your concern to our attention. After reviewing your complaint, it appears the issue pertains specifically to Best Buy and their promotional offer involving the Best ******** Credit Card.
  Please note that Expert Car Care is not affiliated with Best Buy, nor are we involved in the fulfillment or management of Best Buy promotional offers or reward certificates.
  We recommend contacting Best Buy directly or continuing your communication with Citi, the issuer of your Best ******** Credit Card, to reach a resolution.
  Should you have any questions related to Expert Car Care or our services, please feel free to contact us.

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  This complaint was intended for Best Buy concerning their Rewards Program and not for Expert Car Care. I have used Expert Car Care and have no complaints. Somehow this was inadvertently issued under Expert Car Care and is not applicable. Thank you for the prompt response and understanding.
  
  Sincerely,
  
  Sato Namaste

• Initial Complaint

  Date:03/01/2025

  Type:Customer Service 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.

  Business requires customer to authorize additional charges prior to viewing vehicle that was returned for warranty work on work performed 2 weeks prior. Business does not dispute that work is under warranty and states that they will remove fees if they decide it is related to repairs. There is no reason a customer would be authorize charges until the point the mechanic has looked at the vehicle and determined that the repairs to be made are not related to the defective work they completed. The decision to charge me was made before they ever looked at my vehicle brought to them with complaints about the warrantied repairs.

  Business Response

  Date: 03/18/2025

  On January 28, 2025, the customer visited ********************** due to a check engine and traction control light, and concerns about transmission slipping. Initial diagnostics revealed a leaking valve cover gasket, cracked serpentine belt, failing battery, and sensor issues. The customer approved replacement of camshaft and crank sensors, declining other recommendations initially.
  The customer returned on February 10 to ********************** previously recommended repairs (valve cover gasket, serpentine belt and tensioner, and battery).
  On February 27, the customer reported burning oil and smoke, suspecting warranty-related issues. Our policy clearly states diagnostic fees apply only if the problem is unrelated to previous repairs. The new diagnostic found a separate, unrelated leak from the *** solenoid cap gasket, a component not previously serviced.
  The customer disagreed with the policy requiring authorization for potential fees. However, the diagnostic confirmed the issue was unrelated to warranty-covered work, validating the fee.
  We remain open to addressing any further concerns directly with the customer to clarify this matter.
  

• Initial Complaint

  Date:10/25/2024

  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.

  I went there to get my ac fix. I waited 7 hours and the finally told me that they cannot fix the ac still charge me for the work. Basically my ac didn't get fix and I had to pay them to get my vehicle back.

  Business Response

  Date: 11/13/2024

  We've attempted multiple times to contact the customer for a full reimbursement. The customer has not responded to phone calls, email, or text message. If the customer can contact us back, we will provide the full refund for the customer's last visit.

• Initial Complaint

  Date:09/30/2024

  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.

  On or about September 9, 2024, Expert Car Care in *******, ** was to make a repair and change the oil/oil filter in my ******* Kona. The repair was made and they reported and billed for the oil change. I picked up the car on September 11, 2024. The engine siezed and became non-funtional on September 25, 2024. I was assured by a service technician at Expert Car Care that he personally changed the oil, however, the car is currently in the care of a ******* dealership, who found the date on the oil filter which was the date of the previous oil change performed by a different business, as well as metal shavings in the oil pan, and a total of 1.4 quarts of oil drained from the engine (the total capacity is 5 quarts). I presented Expert Car Care with this evidence and they have since agreed to refund the cost of the oil change, however will not take responsibility for the siezed engine. Expert Car Care is claiming that there is an open recall that caused the issue, however, according to a VIN check at the ***** website completed today, 30 September 2024, there are currently zero (0) open recalls for this VIN. Expert Car Care refuses to take accountability to resolve the issue and replace the engine.

  Business Response

  Date: 10/16/2024

  This is what we responded with and is self explanatory:

  ear Ms. ************** you for your email and for sharing your concerns. We appreciate the opportunity to address this matter.
  As mentioned during our previous conversations, our records indicate that we did not perform the oil change on your 2019 ******* Kona. Additionally, as you acknowledged on recorded lines, the dealership verified that your vehicle was over 3 quarts low on engine oil before it arrived at our facility. Operating an engine with such low oil levels can lead to severe damage, and we want to clarify that this condition existed prior to your visit.
  Its important to note that being low on oil does not imply that we nor you have caused or contributed to the issue, such as an overdue oil change for example. In fact, these particular engines are known for internal failure points that result in burning oil, and engine issues like this often develop over time. The engine failure may have been occurring long before your visit to us, and this situation is unfortunately a widespread problem linked to the manufacturer, not the result of any actions taken by our shop.
  Your original complaint included concerns about your vehicle being in an accident and a non-working headlight, in addition to your request for an oil change. After performing a thorough diagnosis, we recommended replacing the struts, both lower control arms, and sway bar links, which you approved. These repairs were completed successfully. Regrettably, we missed the oil change on the work order, and we apologize for that oversight. However, had we performed the oil change, we would have documented the low oil level and engine condition, and promptly informed you before proceeding.
  While we are proud to stand behind our work and have served the community for over 25 years with integrity, we cannot take responsibility for an engine failure that began before your visit. We strongly suggest working with the dealership to address the engine replacement under warranty, as several customers have faced similar issues and, after some persistence, have had their engines replaced by the manufacturer.
  We are also more than willing to assist you in communicating with the dealership to help you resolve this matter. We understand your frustration and want to ensure that the best possible outcome is reached.
  Thank you for your understanding, and please feel free to contact us if you need any further assistance.
  

  Best regards,
  ***** ****
  President, Expert Car Care

• Initial Complaint

  Date:04/29/2024

  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.

  4/22/2024 ****************** *********** Invoice ***** $882.91 -*************** ****-Valve cover gasket set, ignition coil #3 and 4 spark plugs were replaced at business recommendation upon check engine light with a code of P0303 being show. 4/27/2024 engine light returned with code P0303 showing. Returned to Expert ********* on the 27th and was assured problem was fixed this time. Expressed concern because of long commute to work and a break-down would possibly cause severe stress/danger and was reassured of fix. 4/28/2024 engine light returned with same code P0303. Cylinder 3 misfire detected. Returned to Expert Car Care and associates informed me they used a faulty coil in their repair attempt. A new coil was ordered and repair has still not been completed as of 4/29/2024 at 3pm. **** 17.2

  Business Response

  Date: 05/15/2024

  We are writing in response to a complaint filed by a customer regarding a recent repair performed at Expert Car Care in ***********. We would like to provide an overview of the situation and the steps we have taken to address the customer's concerns.
  On April 22, 2024, the customer brought their vehicle to our facility with a check engine light displaying a P0303 code, indicating a cylinder 3 misfire. Our technicians recommended and performed the replacement of the valve cover gasket set, ignition coil #3, and four spark plugs, totaling $882.91 (Invoice *****). The customer was informed of our warranty, which covers 2 years or ****** miles nationwide on parts and labor, and signed an agreement acknowledging this coverage.
  On April 27, 2024, the customer returned to our facility with the check engine light reappearing and the same P0303 code. We assured the customer that the issue had been resolved. However, on April 28, 2024, the customer returned again with the same code. It was then discovered that a faulty ignition coil had been used in the repair. A new coil was ordered, but the repair was not completed by April 29, 2024, at 3 PM.
  In response to the complaint, we have taken the following actions:
  We have emailed the customer, apologizing for the inconvenience and possible faulty or defective parts used in the repair.
  We have offered the customer the opportunity to return to our location to have the vehicle repaired under our warranty.
  We have explained to the customer that our warranty will also cover repairs performed at another repair facility if they choose to go elsewhere.
  We have been in continuous communication with the customer to address their concerns and provide updates on the repair process.
  To further assure the customer, we have offered to upgrade the vehicle's parts to Original Equipment Manufacturer (OEM) parts directly from the manufacturer to prevent future issues with aftermarket parts.
  The purpose of our warranty is to protect our customers from the inconvenience and cost of unexpected repairs due to part failures or workmanship issues. It serves as a guarantee of our commitment to quality and customer satisfaction.
  We appreciate your attention to this matter and are committed to resolving the issue to the customer's satisfaction. Please let us know if you require any further information or assistance.
  Sincerely,
  *******************
  President, Expert Car Care

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21641313
  
  I am rejecting this response because:
  The business is incompetent and not able to fix the repairs theyve recommend and still refuse to refund our money. They were given three documented times to fix and repair; even admitted to using defective parts, which our attorney and I feel are more than adequate opportunity and have elected to peruse legal filings in local court. **** will also be offering their expertise as to the repairs ************* company made. Its borderline criminal. Weve also included all the local news investigative reporting teams into this matter. They are concerned about the dozens of unsatisfied yelp reviews and why AAA allows and recommends auto repair garages that rip-off central Floridians. 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/25/2024

  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.

  Invoice ***** of March 7, ***************** at Expert Car Care of Deltona on 3/7/2024 because the a/c on my ******* Sonata had stopped working. Since this business advertised free a/c check, I asked them to diagnose the problem. After testing my a/c the technician reported that the a/c was low on freon and the compressor was failing to cool at idle. At that point, I was ready to leave, but before I did, the counter man said he could replace all major components for only $2,100 plus tax. I stated the car was 12 years old and that was too big an investment, so no thanks. He then reduced the price to $1,565.65. He said that he could not complete the job for less because the company didn't make their profit on parts, but on labor. I made an appointment for the following Tuesday , March 12th, for a/c repairs. In the intervening time I researched parts prices on the web. I soon discovered I could purchase all required parts from numerous outlets for $365-405 vs $1,020.02 Expert was charging. Additionally, how was I to know all parts were bad or needed to be replaced? I cancelled the appointment on Monday, March 11. It was only on asking for my $500 deposit to be refunded, that I was told to look on the back on the invoice regarding refunds. After cancelling the appointment, the ********** said he could still install parts I purchased for $700 in labor cost; however, after looking at the ** BBB rating and reading the negative experiences of other customers, I don't believe I can rely of Expert Car Care to do a competent installation. In conclusion, I believe a refund of my deposit should be returned forthwith. Signing a form on the face side indicates an agreement to the terms thereon and any other statements on the obverse do not apply unless the customer is made aware that a signature on the face side covers both sides of the invoice. Further, a deposit is not for services rendered, since no services were provided.

  Business Response

  Date: 04/24/2024

  We have discovered this was a miscommunication and have reached out to the customer offering the refund. 

• Initial Complaint

  Date:08/09/2023

  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.

  I spent $3,800 dollars on car repairs that they suggested kept taking the car back with same issue and they would suggest another problem to fix. Finally the last time I took it back they said I needed a new engine. All under 10,000 miles since first repair, so either I needed a new engine the whole time and they just kept added expensive repairs to just charge me money. Or the repairs they did are why I need a new engine. I would like to see my money refunded so I can take it to the dealership for correction.

  Business Response

  Date: 09/11/2023

  Please look at the invoice notes. The customer was advised to start with a diagnostic but declined the diagnostic and came in to the location asking for a specific repair to be performed. All of our customers are advised to start with a diagnostic to ensure the requested repair is accurate. However the customer declined the diagnostic and insisted on the original request of the timing chains to be replaced.  Most customers that decline diagnostics usually have the vehicle inspected by someone else and do not want to spend additional funds with us to verify needed repair. 

  Business Response

  Date: 09/26/2023

  We cannot provide a refund for this scenario. However we can offer a diagnostic for free to verify problem and offer a discounted repair/solution. We are sorry for any misunderstanding

  Customer Answer

  Date: 09/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The car had to be towed home only a mile after leaving.  I’m done having your people throw parts at it trying to figure it out.  How did it go from timing issue to needs new engine if you were the only ones working on it. Gonna contact a lawyer and see what options he can give me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:12/16/2022

  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.

  Dropped Car off. This coming Tuesday, December 20th they will have had my car for 1 month. Every time I call I am told working on it should be done today then told call tomorrow should be done tomorrow to only keep being told working on it. It doesn't take this long to complete the work. I have not been able to work for over 3 weeks who is going to pay my bills!!!!???? If you don't have the qualified mechanic then you need to tell me and I would go to another repair place who is able to fix my car. This is insane the amount of time.

  Business Response

  Date: 12/21/2022

  Customer issue has been resolved and customer is happy

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 10/24/22, my 2014 Dodge Charger broke down on the highway. I had my vehicle towed to Expert Car Care on Elkcam in Deltona, Florida. That morning, I spoke with Bobby and advised that my vehicle was being transported to the shop and requested that they assess the vehicle to determine the issue and provide me with solutions. On 10/25/22, my husband was advised that the issue was a failed fuel pump and Expert Car Care recommended replacement of both fuel pumps for approximately $1,300.00. On 10/27/22, the services were completed, and payment was made upon return of the vehicle. The following morning, 10/28/22 (approximately 12 hours after obtaining my vehicle), I pulled into a gas station (approximately five miles away from my home) and I was unable to start my vehicle. After several failed attempts over the course of 20 minutes, I called Expert Car Care and spoke with Tim, who promptly sent a tow truck to bring my vehicle back to the shop. After leaving the shop (via *****, I received no calls regarding an update. Later that day, my husband called and was advised that after several hours of "running my vehicle," Expert Car Care was unable to "recreate" the issue and opined that nothing wrong with the car. The following day (10/29/22), we picked up the vehicle but I continued to have issues with starting. On 11/16/22, I was driving to work, and my car began to "shake," when I applied the brake. While getting off the highway, I applied the brake and the pedal "hit the floor." I was unable to stop my vehicle which nearly resulted in a crash. On 11/17/22, my car was returned to Expert Car Care, where it sat in the same location until 11/21/22. On 11/21/22, Expert Car Care again advised that there was "nothing wrong," and instead suggested that my car had a "gremlin." It's been almost a month and my car still does not start properly and despite having my vehicle in the shop for approximately 12 days (combined), Expert Car Care insists that my car is "fine."

  Business Response

  Date: 12/28/2022

  Customer has received a full refund and is now happy with the service provided.
  
  We unfortunately did not reply soon enough to BBB, however you can contact the customer to verify.

  Customer Answer

  Date: 01/04/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)