ComplaintsforPro Touch Auto, LLC

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my 2009 Smart car to Pro Touch Auto on April 24. An estimate of $1700 that included a diagnostic test, parts and labor was given and approved. I called the shop for updates and was given on going problems, there was a staff shortage and personal emergency, then a delay getting the part and now they are unable to locate someone to program the part. Nothing has been done to my car it is exactly the same now as it was when I brought it in. I called today, June 6 for an update and they are still looking for a programmer. I need to use my car this weekend and I wanted to get it and have them contact me when they find a programmer. In order to get my car ******, the owner wants me to pay $1300 for the diagnostic test and the part that they ordered. I didn't order the part and I don't know if it is the right part. As a professional certified mechanic and business owner during the diagnostic process they should have been aware the car has been discontinued and there may be a problem getting parts and repairing it. I would have preferred for them to have everything in place to fix my car instead of stringing me along with not having any idea of when it will be fixed. I have been very patient, my car was dropped off April 24 and today is June 6 with no date in sight for the completion of my car.

  

  Business response

  06/14/2023

  The customer and ********************** came up with an agreement. Pro Touch Auto released the vehicle at no cost  to the customer until a Programer has been found at that point Pro Touch Auto will complete the repairs.

  Customer response

  06/20/2023

   
  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

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I SHOULD HAVE READ THE REVIEWS ABOUT THIS COMPANY FIRST BEFORE I DECIDED TO TAKE MY CAR HERE. I didn't, & I AM EXTREMELY REGRETFUL THAT I DIDN'T. This company took advantage of the fact that my car is under warranty. THEY DIAGNOSED ANY AND EVERYTHING THAT THEY COULD FIND WRONG JUST TO BILL MY INSURANCE COMPANY INSANELY! Although I brought it in with specific concerns that I wanted to have repaired. However, the trouble began from day one when I brought my car in early, taking care to not only leave a note with my key in a large white envelope & dropped it in their door slot for the next day. I called them a week later to see how my car was coming along because I hadn't heard anything from anyone only to find out that my CAR had been MISPLACED, OVERLOOKED FOR THE ENTIRE WEEK!. Apparently, someone at their office picked up my envelope & then did not log it into their system. The entire week was lost, So, it was extremely inconvenient because we were without our car. But, on top of that, IT TOOK an ADDITIONAL 4 WEEKS! to go through the approval process with my warranty company as well as getting in ONE SINGLE PART!, which were coils for my tune-up. These parts were locally available However, I was told that they needed to be delivered from out of state costing three times the amount of coils locally sold!. These "Special" coils were charged to my bill INDIVIDUALLY at $110 PER COIL! rather than as a set as these coils are commonly sold! You'd think that this would have been the end of our troubles once the coil came in & all the repairs were done However, to my horror when I went to pick up my car I found out that the original amount that I approved to pay of $730 had now increased to $1,200! The only reason I allowed my car to remain at this shop after their GIGANTIC MISTAKE of misplacing my car & overcharging my insurance company was because they were going to fix additional things that were covered by my warranty. I was told these additional charges was because my insurance company only covered a ($100) an hour labor which seemed perfectly reasonable However, their charge for labor was $145 an hour leaving me responsible for the overage my insurance company didn't cover. Now, this is was understandable but informing us of this was handled poorly. If I was told ahead of time that this was what would be owed I would have most likely declined the unnecessary service. I believe it was because they didn't want to risk losing the warranty covered work. They insisted after the fact that this was known & approved by my husband, who was just being a good husband by calling in every other day to check on my car. But, he never told them that this was okay with us, but ********* at Pro Touch was adamant that my husband had agreed on the labor charges. my issue with this is that the car was brought in by ME The account is in MY NAME. At any time in which, there had been communications between ************** on other occasions in which I had declined other services. so, I felt there should have been no excuse for why she would not have tried to reach me before approving the labor charges. This nightmare all ended after I PAID THE ENTIRE BILL!. Although I was supposed to receive some type of INCONVENIENCE DISCOUNT for Pro Touch unprofessionally overlooking my vehicle for a week!, This was NOT reflected on my bill. I also found, after I got home & looked over my receipt, I discovered that I had been OVERCHARGED for at least $100! but, I'm suspecting it was more.

  

  Business response

  05/29/2023

  *************************, we sincerely apologize for mistake that was made with your vehicle envelope that you placed your keys in, was misplaced by our staff here at Pro Touch Auto. ************************* we do go through a multi point inspection of every vehicle that comes in to Pro Touch Autos facility, ensuring each and every customer know the state of there vehicle before they move forward with repairs on there vehicle. Our management and staff here at Pro Touch Auto have a procedure to call any customer with repairs, go over the repairs with customers and detail there responsibility before moving forward with any repairs there vehicle. Mrs. ********** was called on multiple occasions with no answer, my staff had spoke to Mr. ********** on several occasions, like ************************* stated. Checking on his wife vehicle, my staff felt comfortable speaking with him about the repairs that needed to be completed to repair your vehicle and the cost associated with those repairs to your husband. ************************ agreed to the cost to complete the repairs, my staff authorized the repair ordered parts, technicians completed the repairs and the Sutherlands were contacted to pick up there vehicle after completion, at the same cost her husbandd agreed to.

   

  I will add that ************************* never tried reaching out to management to have any type of resolution prior to contacting the BBB. I would have been happy to sit down with her and ************************ to find a resolution and get to the bottom of all of her concerns. We have always had a open door policy with our employees and customers as you can see with only 2 complaints to the BBB in 15 years of service. Pro Touch Auto is still open to Speaking to *************************. Thank you for your business and I hope your enjoying your 2018 ****** Legacy 2.5i and the quality repairs that we stand behind with a 24 month ****** ;mile warranty.

  Customer response

  05/30/2023

   The statement received by protouch Auto Representatives is NOT completely accurate. I did speak with them on several occasions in which they have reached out to me to speak with me about these repairs in which I denied several things that they listed during their ****************** addition, after I paid for the ridiculous bill submitted by Pro Touch Auto and was dissatisfied. 

    I attempted to reach out to ********* at Pro Touch Auto in which I did speak to her on two separate occasions where at no time did she suggest that me and my husband come in and sit down to discuss this bill. The only thing she tried to do was to justify the billing as well as insinuate that i was among those that "could not be satisfied". Although the myriad reviews and accusations against Pro touch for OVERCHARGING their customers tell a different story.

    I would VERY MUCH like to sit down and go over the finding of my bill where it shows taxes being taken TWICE for the cost of parts as well as being billed for the diagnostic as a labor cost that required me to pay the overage. Although it was NOT stated as such on the bill. This was one of the explanations given to my by ********* at Pro Touch over the phone to make sense of the discrepancies, instead of asking us to come in and talk about it. She just wanted to find an answer to give me that would justify the bill and get me off the phone. This was done over the course of two different phone calls as I attempted to get answers that made sense BEFORE I took my complaints higher.

    I have re-created a new bill to reflect what I believe my bill should have been and I would have VERY MUCH liked for someone at Pro Touch to have taken my complaint seriously and offered a sit down to address my concerns BEFORE I had to resort to contacting the BBB to review my claims. 

  

  Business response

  05/31/2023

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

  Customer response

  05/31/2023

  This a breakdown that I would like for Pro Touch to take a look at and address my issues and concerns. My concerns weren't taken seriously and we WEREN'T asked to come in and sit down to review them. If there were errors in my findings, I would have liked to have been given a proper explanation so that I could have AT LEAST been satisfied with that knowledge. 

  

  Business response

  06/07/2023

  Pro Touch Auto Agrees to pay the ****** to settle dispute.

  Customer response

  06/13/2023

   
  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

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle into the shop because it was initially overheating. After dropping my vehicle off at Pro Touch Auto I was informed on what the problem was and what the price would be to fix the issues. After receiving the estimate I went ahead and agreed to have the work done on my car. Within one week of driving my car the same issues occurred and I brought the vehicle back to be checked out again. I was informed that everything was fine and that they would take another look at the vehicle. This process proceeded for over a month. I brought my car back to this shop 4x within a months span coming in once and even twice week for the same issues that were claimed to be fixed. Upon my last visit which was a week ago I dropped my car off once again for the same issue. I was told that my car needed to be checked again but they couldnt find anything wrong. By the time I get my car back Im driving to work and my car overheats so bad to the point where my dashboard informed me to turn the car off because engine is idle. This all happened while driving on a major Highway. After I was told my car was Fixed. I take my car back for another inspection and after only having my car for a week. The owner of the shop decided it was ok to let his employee drive my car to her home and to work which I was told today that she worked a 100 miles away from the shop unknowingly to me! After already knowing my car is having serious issues that they never fixed. I get the call to come get my car today 4/22/2022 only to find out they put ***** miles on car in a matter of week! The owner ****** refused to acknowledge any wrongdoing in this issue and was very rude and condescending towards my frustrations. He then proceeded to have an attitude and insist that this is normal procedure to fix the issue with my car. Ive spent over $3,7.00 on car repairs and have had nothing but headaches from this establishment. I dont understand how you put ***** miles on a customers car in a week!

  

  Business response

  05/02/2022

  Christian *** dropped his car off for a recheck of the coolant system due  to fluctuation of the engine temperature. We ( Pro Touch Auto ) test drove vehicle several times and could not duplicate Mr. ***'s concern. we contacted Mr. *** stated that we could not duplicate concern, we then communicated with Mr. *** that the vehicle would need more driving. Mr. *** was informed that ******* the service manager would drive the vehicle home. Mr. *** was informed that her drive was 100 miles in one direction totaling 200 miles per day. Mr. *** was informed that ******* would have to drive the vehicle several days in order to duplicate the concern. Mr. *** agreed to allowing ** to drive the vehicle prior to any driving of his vehicle outside of Fayette County. Mr. ***'s vehicle was repaired properly after the test driving and rechecked on same drive after the repair. 

  Customer response

  05/03/2022

   
  Complaint: 17098587
  
  I am rejecting this response because: I was never informed that my car would be driven by anyone who lived 100 miles away! You are being deceitful  to cover up the fact that you put over ***** miles on my vehicle in a week. When I spoke to the business owner on the phone he had no adequate response to explain the miles. ** permission was given by me written or verbal to have someone drive hundreds of miles and possible go a road trip in my vehicle. Completely unacceptable 
  
  Sincerely,
  
  Christian Sox

*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. ↩