ComplaintsforExpert Car Care, Inc.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  04/24/2024

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

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  12/21/2022

  Customer issue has been resolved and customer is happy

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  01/04/2023

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

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went into this location initially because my tire was not holding air pressure. It was discovered that the air was leaking from the valve stem on my tire. They replaced it and now the tire has to be refilled with air every 2-3 days because the air is leaking now from the somewhere else on the tire and they refuse to fix the issue they caused. The tire was purchased brand new and was not causing any issues for my until this company changed my valve stem. They are telling me that I need to take the tire to who I purchased it from and use my warranty. NO!!!! YOU BROKE MY TIRE WHEN YOU REPLACED MY VALVE STEM!! YOU NEED TO MAKE THIS RIGHT AND FIX WHAT YOU BROKE!!!!!

  Business response

  12/22/2022

  Consumer Response /* (2000, 9, 2022/12/05) */ ---------- Forwarded message --------- From: ******************************************* Date: Fri, Oct 21, 2022 at 12:03 PM Subject: Re: BBB Complaint Case# **************************************** To: Better Business Bureau************************ Hello, Please cancel complaint. Issue has been resolved.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bringing my vehicles to this shop for over 6 years and have never had an issue up until 9/27/2022. I brought my car in to have a evap leak repaired. When I picked up my car on the 27th, there were white scuff marks on my rear driver's door, which meant that the following damages occurred recently. There is now a scratch which caused a chunk of paint to be removed as well as a visible ding in the door. I know that this damage had occurred while the car was at the shop because I park in my garage when not driving and I always back in a corner spot so no one hits my car. On top of this, the check engine light for the evap leak came back on on 10/5/2022. My boyfriend ran his scanner on the car and the same exact code that was causing the leak came on the scanner. We brought the car back and told the manager Steve about the issue and the damage and that we picked up the car at the auto shop next door. Steve said that the auto shop was supposed to be aware that they were parking cars there because they had too many cars that needed to be worked on. He also said that it's easier to park there instead of in the back because the employees would be constantly moving cars. The manager Steve called today (10/10/22), and said that legally the shop was not responsible for the damages and that they would split the $800 repair cost, which I found unacceptable because the damage was caused by expert car care. On top of this, Steve also said that the technician used the old part to fix the leak issue and that was the reason why the check engine light came back on. I have never in my life ever had an issue of this magnitude with any business and I am not happy at all. I will not be returning after this issue has been resolved because this business does not care that it is causing damage to people's personal property. The shop has too many cars and the quality of service has declined because they are rushing to get things done and do not care about the cars they are working on.

  Business response

  11/14/2022

  Business Response /* (1000, 5, 2022/10/18) */ We will be repairing vehicle at no cost to customer. sorry for the inconvenience.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I brought my car in for my air conditioner a little over a month ago they said they fixed it I don't drive often but the air wasn't blowing very cold air. I thought it was cause it was so hot.outside so a few days ago I was driving and it was doing it again . They had put in a fuse box. Well I went back on Sept 18 at 10 am and they looked at it and said it was the compressor .well this car always made the sound for quite awhile . I paid 600$ for the fuse box. I believe they knew the compressor needed to be replaced and didn't tell me at the time cause it made that sound before they put the fuse box in.if I knew it needed the compressor at the time they put in the fuse box I would never have gotten it done . They wanted me to come back and do the compressor. They made 600$ off me and it doesn't work I am very upset over this I believe I deserve a refund cause it was never fixed 600$ refund. I am 75 years old and a women they took advantage of me. Not happy about this Thank You

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Expert Car Care was called and spoke with Nick at the Saxon Blvd location to order a white wall tire to match our other 3. (Goodyear Wrangler Trail runner AT raised white letters, 275 65 r20) Nick sent us a text picture of exactly that and the tire was ordered. When the truck was picked up the tire was not a white wall as shown. Nick was not there at the time but the employee said she would leave Nick a message and have him call us. Nick never called so we showed up with the truck the next day and Nick agreed that it was not the tire he ordered (or sent us a picture of) and that he would contact the Manufacturer and get the correct tire. After several calls to the business we finally got ahold of Nick and he said he could not find that tire anywhere. Not sure why because other local tire shops have no problem ordering the tire, though at a higher price. We clearly got a BAIT and SWITCH from Nick and even have his picture to prove it. This is not right for a business to do this.

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/18) */ We gave this customer a refund on the tire purchase. We are not a "Bait & Switch" type of facility. We are AAA Certified and it was simply an honest mistake. Customer was addressed by the store manager and it was taken care of. Consumer Response /* (2000, 7, 2021/12/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date: Sept 11, 2021 Amount paid: $84.71 Nature of dispute: All I needed done was an installment of one hose clamp. I had the clamp in hand, to install it, you just needed to screw it onto the part (I just couldn't get that far under the car). I made it very clear that I ONLY NEEDED the clamp installed as it caused a noise. I was charged for the installment of the clamp which was roughly $25. However, I was also charged a $50 "inspection fee." I did not ask for my car to inspected, and also, I saw my car go on the lift and back off. It was on for 10 minutes MAX, and when I got back in the car, I noticed that they didn't put my battery cover back on, and instead, shut the hood on it (see image). The mechanic drove my car to a parking spot, how could he miss something so blatant? I'm seeking a partial refund for the $50 "inspection" that I did not ask for and did not receive.

  Business response

  10/11/2021

  Business Response /* (1000, 5, 2021/09/15) */ ****, We are sorry about the miscommunication on the inspection fee. We have new training employees ever since the covid-19. We accept full responsibility for the error. Please contact James ([email protected]) to schedule a full-refund! thank you

*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. ↩