ComplaintsforDrive Automotive Services, Inc.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took the car to Kerrys car care on ************* for service because there was a check engine light on and the engine was overheating, in January. They went through and performed all the maintenance and told us that everything was good. Then less than six months later the engine overheated again, same issues came up, and it failed in a construction area, not allowing me to pull over. The engine was there therefore rendered unusable, and the vehicle was towed to a local mechanic, Kerrys car care then asked for it to be towed down to their location but took no responsibility for the failure of the part or the failure of the engine. They then quoted us above market rate for the repair and offered no help with the cost. They put me at risk while I was driving, and instead of apologizing they told us that none of this was their fault and insulted our vehicle blaming the Jeep for being a bad car.

  

  Business response

  06/21/2024

  Hello, Please see attached documents regarding this BBB complaint. Thank you! 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/28/2022 I paid ******* auto service for a complete a/c system replacement (compressor, condenser, evaporator, etc) on my 2014 ***** Verano which had ****** miles on it. I argued the fact that all of that needed to be replaced, but they were adamant that all of those parts were needed. I wasn't in a position to postpone the repairs so I reluctantly agreed. Cost of that repair was $2971. After all of of that was replaced they stated I now needed to replace an engine control module (***) at a cost of $472. They had me over a barrel so I agreed to that repair as well. They were going to put in a used one. After I got my car back, the a/c system did work as it should.Their stated warranty is for 5 years and ****** miles.In early May of this year, 2024, the a/c system stopped working correctly. The car now had ****** miles on it. I took it back to ************ as I assumed they would honor their warranty. After giving it a supposedly thorough inspection, they stated the issue was with the *** and being as they had installed a used one, that was not under warranty. I didn't believe them so I picked up my vehicle without allowing them to make any repairs. Their stated cost to replace the *** was approximately $1900.I took the vehicle to 2 different repair shops, showing both places the work that had been performed in 2022 and also the diagnoses from ************ on May of 2024. The second place was the Van ***** dealership. Both places stated the issue was that the a/c compressor had failed. I worried that if I returned to *******, they still wouldn't replace the compressor under warranty and even if they agreed to, they were still going to stand by their diagnoses of the failed *** and require that cost to get my vehicle back. Lacking trust in *******, I decided to let the dealership replace the compressor at a cost of $1700.I feel ******* should reimburse me the cost of the compressor replacement. They have proven to be liars and won't stand by their own warranty.

  

  Business response

  06/11/2024

  Hello, please see attached response and related documents. Thank you! 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My pregnant wife brought her vehicle to Service Street #**** in ********, ** in Jan 2023 to have the ** condenser replaced. We were assured that a brand new condenser was installed.However, within three months, the ** system failed again. Upon returning to Service Street, the mechanics diagnosed a different issue, claiming the air door actuator was broken while insisting the newly installed condenser was functioning correctly. They quoted an additional $800 for this repair. Given the previous untrustworthy experience, we decided to seek a second opinion. This shop found that the condenser was, in fact, leaking, which contradicted Service Street's assertion that it was in proper working order. Despite our attempts to resolve this matter, Service Street refused to cover any further repairs under warranty.Fast forward to today, we once again sought a resolution for this persistent issue. A third different, reputable mechanic inspected the vehicle and confirmed that the condenser is indeed leaking and not only is it leaking but the leaks are causing damage to other parts of the system, while all air door actuators remain intact and in perfect working condition. We were quoted ~ $3500 to fix it. This diagnosis reaffirms our belief that Service Street either did not install a new condenser as promised or installed a defective one.The fact that we were sold a faulty component and misled about subsequent necessary repairs demonstrates a severe breach of trust and professional ethics on Service Street's part. This conduct is not only dishonest but also endangered my wife and child by depriving them of a functional air conditioning system during the sweltering Houston summer.I cannot stress enough that we hope to resolve this matter amicably but are fully prepared to take all necessary steps to protect our rights and interests.

  

  Business response

  05/24/2024

  Hello please see attached response and invoices. Thank you! 

  Customer response

  05/28/2024

   
  Complaint: 21746078
  
  I am rejecting this response because: Yes, you replaced the compressor (supposedly - I'll definitely have it inspected to make sure it was new and not an old one you just threw in our car). The condenser is part of the compressor system. If you replaced the A/C kit with a brand new one (that's what I was told and that's what I paid for) and it caused a leak in the condenser, then you did not put a brand new system in, because those don't start breaking down in a year and a half. You didn't fix it. Ever. It hasn't worked reliably in a year and a half so why would we take it back to you and pay even more?? You FALSELY stated that the issue is the blend door actuator, to try to get us to spend $800 on something that wasn't needed. Two other mechanics told us the ** work you did was faulty, and that it is NOT the blend door actuator, it's a bad system. The last one we went to said we needed a new ** kit - the exact thing you're saying you installed. If you're going to keep lying and you have no intention to fix what is under warranty, and you're going to charge us even more, why should anyone trust anything you say? Are you wanting to take this to court? That could cost you way more than just doing the job, and doing it correctly once and for all. But if that's my only recourse, I'll have to heavily consider that. Or you could just fix the thing which is supposedly what you are in business for. Not to take advantage of pregnant women in 90 degree weather with 100% humidity. I get that you guys probably always try to take advantage of women because that's just clearly the type of mechanic you employ, but a pregnant one? They could see she was 8 months pregnant and needed a working air conditioning. Shame on them, and shame on you. Either give me my money back or actually fix it. Those are your choices. 
  
  Sincerely,
  
  *******************************

  

  Business response

  06/04/2024

  Hello, please see attached letter and diagram. Thank you! 

  Customer response

  06/07/2024

   
  Complaint: 21746078
  
  I am rejecting this response because: You can claim they are different components/parts all you want but the service order from the other shop says that the condenser is leaking due to a faulty compressor and we need the entire thing replaced, compressor and condenser. You can also use jargon and tech speak all you want and it doesn't change the fact that we came in because my wife was pregnant, to have the ** fixed. We aren't mechanics, that's why we took it to you. I do know a new compressor does not start to cause leaks or break down within a year, so I ask again, did you even put a new compressor in? I'd like proof of that, first of all. I'd also like you to explain why the other mechanic would tell us that the compressor is bad and causing other problems with the A/C kit. Again, my pregnant wife came in because her ** wasn't working. You claimed, falsely, to have fixed it. The people that work at this location are happy to scam a pregnant woman and "fix" her ** which broke again 6 months later. Either it was malicious, or hopefully, they misdiagnosed the problem, and fixed nothing. Either way, I want my money back. Any more back and forth and I will most likely pursue legal options. Give it up, you got caught, now it's time to do the right thing. We will obviously never go back there so the warranty is meaningless. We want our money back and damages. But to be done with you, we're willing to just accept the refund. If you want it to cost more than that, it's up to you. I'll lay it out as simply as possible.

  My 8-month pregnant wife took her car in to get the A/C fixed

  You either misdiagnosed or maliciously lied about the problem, because it broke again 6 months later.

  We brought it in, under warranty, and you again lied or misdiagnosed the problem as a bad blend door actuator, to try to get another $800 out of us. Two other shops have told us it is unequivocally not that and if you'd run a proper diagnostic test, you'd see that.

  You never fixed our ** and you told us you fixed our **, that is the bottom line. We were scammed, and the fact you'd do that to someone as pregnant as she was is absolutely appalling. I'm positive that a small claims court judge would agree with me. 

  You messed up, now do the right thing and let's be done with it.
  
  Sincerely,
  
  *******************************

  Customer response

  06/12/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. I will be taking the company to small claims court instead as I don't believe they could possibly act in good faith at this point unless a judge compels them to do so, which I'm fairly confident they will, after speaking with my lawyers. I will not only seek my money back, but damages as well. You could have done the right thing and just refunded us at any point. Now it will cost you more. 

  Regards,

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

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/24/2024, oil and filters were supposed to be changed per ****** for $50 parts were supplied by myself, After driving 30 miles when I got there they changed the price to $97,27, I was applaud, it was an obvious scam just to get me there.

  

  Business response

  05/21/2024

  Hello, please see attached BBB response and invoice. Thank you! 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was over charged labor for 927 dollars for two hours then charged another 105 in service fees! That's ridiculous. And why should I have to pay service fees if im paying for labor and parts that's a scam

  

  Business response

  05/21/2024

  Hello, please see attached BBB response and invoice. Thank you! 

  Customer response

  05/21/2024

   
  Complaint: 21680573
  
  I am rejecting this response because:

  I was not upset about the contract atall I was approved for 5k from your financing company then decided to pay cash. So please dont insinuate I was a irate broke customer cause not the case. 
  

  I was upset that I was told by ******* it was two hour job! And the 179$ diagnostic fee would reduce my labor cost which it did not. Not to mention it was quoted 1200 then called after I was approved for the 5k to say ohhh its in a different location thats an extra $350. Im confused how you didnt know it was located there if the diagnostic was done. Then she said my shop fee (material) should have been 400$ but she reduced it so again yall are a ripoff and your ****** reviews support this statement Im not the only one. 

  
  Sincerely,
  
  *******************************

  

  Business response

  05/24/2024

  hello, please see attached response and invoice. Thank you!

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my husbands truck towed here after it started having issues. The truck was there for a long while before we got word back from our insurance company and we ultimately decided to have the truck towed to a dealership to trade it in. We paid for a tow truck and he was ultimately turned away by ****** (the manager) because we hadnt paid a diagnostic fee (that we knew nothing about). I spoke with ****** and explained the situation. He told me I was wrong because *****(the tech that I had been talking to noted that he told us about it). I reiterated that I hadnt been told about an almost $200 fee and he told me that every shop has them so I shouldve known. I explained that I dont know anything about cars and I have only had to deal with repair shops 1 other time ever so that isnt something I wouldve known. Either way, you have to disclose an almost $200 fee on the front end and/or have the customers sign something approving the charge. ****** told me I was out of luck until I paid it and I explained that if he held the truck hostage he was looking at legal action.. which he welcomed with open arms. I got off the phone with ****** and called the corporate office, I told them what happened and they were horrified. They told me that they do not condone the actions taken by this shop and told me that the regional manager would be contacting me to set this straight. Three days passed with no call from the regional manager and I called again. They told me that they could see that the message was received by the Regional manager so they werent sure why he hadnt called. They assured me that I would get a call the next business day. 4 days after that, still no calls. I called again today and weve started the cycle over. Still no progress and they legitimately do not seem to take any accountability for their actions/inaction. ** Ive attached my communication with ***** to show that nothing about a fee was ever mentioned**

  

  Business response

  05/01/2024

  Hello,

  Please see attached BBB response and invoice.

  Thank you. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very rude staff. claimed to have fix a problem twice that wasn't even the main issue said they were giving a good price on a motor said to my friend it was gonna be 100-200$ and then when i spoke to them they told me it was 2600 not at all the orginal price that would have to be paid.

  

  Business response

  04/16/2024

  Hello, Please see attached BBB response and invoices. Thank you!

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/2023 - Breaks and Rotars replaced. Called not long after to complain about them squealing. November 2023, called again, December, called again. Have been to the location for them to tell me they cant duplicate the problem. Called corporate first time, received a call, never a call back to resolve the problem. Called again in March 2024, no call back, called again in March for the third time, never a call back. Took truck in to have them lube the pads to see if that will help, service not performed.

  

  Business response

  04/08/2024

  Hello,

  Please see attached BBB response and invoices. 

  Thank you.

  Customer response

  04/09/2024

   
  Complaint: 21519426
  
  I am rejecting this response because: 

  Inaccurate information from Service Street. Lack of accountability. Failure to solve customer issues from their work and or products they sell. Please see attached. 

  
  Sincerely,
  
  ********************

  

  Business response

  04/11/2024

  Hello,

  Please see attached BBB response and invoices. 

  Thank you.

  Customer response

  04/13/2024

   
  Complaint: 21519426
  
  I am rejecting this response because:

  The shop cannot diagnose a possible defect in the pads or rotors by simply looking at them. There could be a small fragment that's causing this to make the noise. This would be something the manufacture would have to take care of. Logic would be, replace the items paid for as a trouble shooting method and if the noise doesn't go away then proceed with proper diagnosis, not just making guesses as they do. The ball joint replacement should NOT have gone bad less than a year later or around a year. That is not the cause of the brakes screeching while engaging the braking system. The brakes were either installed incorrectly, not lubed correctly or they are faulty. The time wasted each and every time, the ***** labor fees, those have now gotten so high with the amount of time I have had my truck in the shop, this could and should have been solved from the first time I returned with the issue. When there is a problem with anything as I pay close attention to every sound, vibration, squeal that my truck makes. 

  It is mind blowing that this shop refuses to replace materials they have sold. These are ***** dollar items. Instead, they want to "create mechanical issues" that only gain them more monetarily. The ethics of this company are very clear. Fraud shop. Its also very disturbing that they always come up with "possible" causes that even a simple ****** search would prove their theories wrong. 

  All I have been asking for is to just replace the pads to ensure that that is, or is not the issue. Very simple fix, but here we are 6 months later. 

  Let me also make note, the second to the last time I was in the shop, my front passenger rim was missing the center cap. Magically one was placed on there on the last time I took my truck in. How do I know, well, obvious to the eye, but this one they just put on is not even the right size. Larger than the stock ones on the other three tires. This just gets better and better here. The amount of dishonestly is disturbing. Its almost criminal. For me to have to call corporate more than once, that speaks volumes about this company. What is an even bigger shame, a woman owns it. Greed removes honesty and decency. 

  As I stated in my last response, I do not want to return there. I do not trust a single person there. *** and ********* as the "GM's" have zero cares, if they did, they too would have advocated to ********** the problems with what should be "great customer **********************"... I have spent thousands of dollars here, its a shame that this is still not solved over brake pads. If they could diagnose my truck with cancer they would. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********************* recounts his experience with Service Street ************ in **********, ******, ********, expressing frustration with their service and business ethics. Here's a summary of his complaint:Initial Service Request: Kal-El sought service for his vehicle, needing struts, shocks, and absorbers. Although Service Street didn't offer the best price, they provided confidence in their ability and offered a warranty.Unforeseen Issues: On the day repairs were scheduled to begin, Kal-El's car wouldn't start, requiring a jump and tow to the shop. He requested a thorough check of the vehicle for any necessary repairs beyond the initial scope.Additional Repairs: Service Street informed Kal-El of additional needed repairs, including brake pads, rotors, a brake flush, and a timing belt replacement. These extended the repair time and incurred additional costs.Continued Problems: Despite the repairs and preventative maintenance done by Service Street, Kal-El experienced recurring issues with his car, including a check engine light, brake squeaking, and power issues, within three weeks of the initial service.Customer Dissatisfaction: Kal-El feels dissatisfied with the service provided, as the issues persisted despite preventative maintenance. He also notes a lack of communication about necessary services like an oil change and spark plug replacement.Disputed Charges: When ****** returned to the shop with ongoing issues, Service Street wanted to charge him an additional $200 to investigate the check engine light, which they initially neglected to address.Desired Resolution: ****** seeks an apology from Service Street and wants to ensure others are aware of his experience to manage their expectations when visiting the shop. He feels that the shop prioritizes additional charges over thorough and effective service.Overall, Kal-El is frustrated by the lack of effective repairs, communication, and customer ********************** provided by Service Street Auto Repairs.

  

  Business response

  03/29/2024

  Hello,

  Please see attached BBB response and invoices. Thank you! 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I took my vehicle to Service Street the ***************** locations a total of 6 times It was per my CareMax warranty and its a joke my ac wasnt blowing cold and they were supposed to fix it yet its still isnt blowing cold air and now they want me to pay $900 for parts that shouldve been done under the **** warranty Of Course now the warranty is expired and they wont honor the repairs unless I pay for it what a Joke

  

  Business response

  03/20/2024

  Hello,

  Please see attached BBB response and invoices.

  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. ↩