ComplaintsforDrive Automotive Services, Inc.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. We originally took the car in to have the ** tested and repaired. They said we needed a new ** Compressor ($1,275) and a new ** Dryer ($377) as well as the ** system Evac and Recharge ($293). They did this work, and gave us the car back still not working. It actually blew cold air for a couple of minutes, and within 15 min was back to blowing hot air. We returned the car, which they agreed would be under warranty and they would take care of it. At that time, the mechanic said maybe it was the condenser.When we questioned if they misdiagnosed the issue and we paid for something we shouldn't have, they assured us that the condenser had to be working or it wouldn't have blown cold air in the beginning. They said the ** was under warranty and would repair it. So my first complaint is that I have no confidence that the ** compressor and dryer really needed to be replaced. When I asked, they could not provide any pictures of it before they fixed it or any proof of their diagnosis. 2. They determined I needed a new condenser and charged an additional $476.28 without contacting us, informing us,or requesting our approval for this charge.

  

  Business response

  06/29/2023

  Hello,

  Please see attached BBB response, invoices and permission signature.

  Thank you. 

  Customer response

  06/29/2023

   
  Complaint: 20243174
  
  I am rejecting this response because: as clearly stated on the receipt, no quote was provided, but I had to pay the $ 478 in order to get my car back.  This charge was never quoted, nor did we authorize Service Street to perform that repair.  I did sign the form saying that estimates and authorizations can be verbal, however this was never done.  The shop informed us about the condenser after the job was done. 

  When I dropped off the car, the mechanic did mention condenser, and when I questioned misdiagnosis the first time, they stated that if it were the condenser, it wouldn't have been cold for even 15 minutes, so that must not be the problem.  Then later I'm told they replaced the part and I owe $478 for the work.

  Also, I know the shop stated both in person and on BBB that they were charging us for the part only, and not the labor, however, we believe they just rolled the cost of the labor into one line item since the total is about what it would cost to have the work done elsewhere.  Per websites:  The cost to replace your car AC condenser depends on various factors, such as the type of vehicle, the location, and the labor fees. However, the average A/C condenser replacement cost range from $450 to $6501, with about half of that amount going towards the labor cost and the other half going towards the parts2.  cost to replace a car condenser - Search (bing.com)

  I would like to see some concrete proof that the compressor and dryer needed to be replaced.  Whether pictures, a copy of the diagnostics report, something.  When we were asked for support, we were basically just told "we're right, you needed to do both and we just didn't catch the condenser until later".

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

  

  Business response

  06/30/2023

  Hello, 

  Please see BBB response, invoices and permission signature.

  Thank you. 

  Customer response

  06/30/2023

   
  Complaint: 20243174
  
  I am rejecting this response because: you cannot keep claiming you advised us the repair needed to be done and what the estimate charge would be before doing the work when you didn't.  Your call records will prove that you did not contact us with an estimated cost of repair at any point after we dropped off the car and before you called to tell us to pick it up and pay.  Also, you still have not shown any proof that you did not misdiagnose the issue the first time.

  I have been a loyal customer since I moved to this area 5 1/2 years ago, and it's sad that this is how you would treat a customer.  There is absolutely no excuse for doing work without customer pre-authorization, and now instead of an apology you are flat out lying regarding what happened.  Call records from either your office or all of our phones would prove this.

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

  Customer response

  07/03/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. 

  Regards,

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

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They lied to me on 6/15/2023! They sent me a coupon for an oil change + tire rotation and digital vehicle inspection for full synthetic for $54.95 + tax. Once I dropped off the vehicle they called a couple hours later and said the coupon doesn't cover the oil my car needs and said that the price would be $70. Since my car was already there I said "fine, go ahead". When I picked up my vehicle and looked at the invoice after paying, the oil change was over $80 instead of the $70 I was told on the phone, plus they did not perform the tire rotation.

  

  Business response

  06/27/2023

  Hello,

  Please see attached BBB response, invoice, permission signature and digital vehicle inspection.

  Thank you. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So on Saturday, May 20th 2023, I bring my car in for a diagnosis and repair. The business calls and tells me I need to have my right front wheel bearing replaced, and they say the total should be around $1,200 and ask if they can get started working. I reply, "yes, but I'd like to recieve an itemized bill before I sign anything into action". So next, they sent me my itemized bill in the form of an email with prompts on each of the repairs asking me to either "approve" or "deny" the repair transactions. Once I realized the entire operation should cost no more than $500, I immediately DENIED ALL of the online transactions that evening. I wanted to pick my car up, pay the diagnosis fee and take my business elsewhere for the ridiculous pricing, but the business was closed on Sunday and I had to wait until today, Monday, to speak to any employees about it. Anyways, today I got a call from Service Street stating that my car was ready to be picked up and that they had gone on ahead with replacing the one wheel bearing even though I denied all of the repairs two days prior! When I told the man on the phone this, and that I didn't want to pay for something I didn't approve of, he said that because I denied the online transactions too late in the evening on Saturday, it was null and void. This doesn't make sense to me because if they started working on my car the next day, surely they checked their computer system and saw that I didn't approve of the repair. Anyways, the employee wouldn't back down and said that all he needed was my "verbal confirmation in the *****************" which he claims I gave to him on Saturday. He's referring to when I asked for the itemized bill! Now they're holding my vehicle unless I pay them and I don't know what to do. If this information helps at all, my vehicle is a 2011 white ****** Camry LE. All I want is to not have to pay this bill that I never approved, to get my car back, and take it somewhere else if possible.

  

  Business response

  05/26/2023

  Hello,

  Please see attached response and invoice. 

  Thank you.

  Customer response

  05/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although the business failed to mention they broke the law, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Chance Vilcan

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12-14-2022, I made my first visit to Pride Auto Care, complaining that I had to push very hard to utilize the my brakes to stop my truck. Pride did nothing and said nothing about a resolution. On 4-8-2023, my SECOND visit to Pride, still complaining about the brakes, I said that the issue became a hazard to drive the truck, so, going back to Pride, they said my Front brakes needed to be replaced (@204k miles), for which I remitted $498. Still complaining about the effort needed to stop the truck, I returned to Pride for a THIRD visit on 5-3-2023 w/211k miles on the truck. NOW Pride said my rear brakes needed to be replaced. I remitted ~$700 for this service. I test drove the vehicle on 5-5, doing a little mountain driving, during which I experienced tremendous vibration when applying the brakes. The vehicle shook like it was on a washboard gravel road. I felt unsafe driving the truck. Relaying this to Pride they got very defensive, saying the front brakes take a lot of the stopping load driving in the mountains. For my FOURTH visit to Pride, I am now told that my Front Brakes which were replaced only 7k miles ago were warped and need to be replaced. I agreed to this. However when I picked up the truck I drove ~1.5 miles, the vehicle shook worse than ever before, when applying the brakes. I definitely was concerned about my personal safety driving the truck. Calling Pride, and requesting a refund for "Services not Performed", I was abjectly refused and advised to "bring it in again". I refused, my confidence and trust in this shop utterly destroyed. A Fifth trip??? Trust them again with my personal safety?? No way!! My offer to Pride was to refund my $498 for the front brakes, and I would still honor my payment for the rear brakes. To date I have not heard from Pride. I feel totally robbed of my payment and the apathy from Pride results in this complaint. This shop has no integrity.

  

  Business response

  05/22/2023

  Hello,

  Please see attached BBB response to this complaint as well as invoices. 

  Thank you. 

  Customer response

  05/24/2023

   
  Complaint: 20065415
  
  I am rejecting this response because:

  They DID NOT do a good job. Continually, demand that I return and " they'll do it right".....yeah after 4 visits...a ************ does their work correctly and with integrity the FIRST time....not after 4-5 tries, especially on BRAKES!. A shop with integrity would in good conscience, refund my money after 4 tries, in order to try to keep my business. This shop has NO integrity. My complaint remains. Their narrative has several misstatements, and inaccuracies, also.....more evidence of non-integrity practiced at this establishment.
  Sincerely,
  
  ***********************

  

  Business response

  05/26/2023

  Hello,

  Please see attached response.

  Thank you. 

  Customer response

  05/26/2023

   
  Complaint: 20065415
  
  I am rejecting this response because:

  I gave Pride Auto Care FOUR chances to make good on their work. i will NOT return for a FIFTH time. This shop has NO INTEGRITY, or they would refund my money for "Services NOT Rendered"
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 12th, I went to this auto shop to receive a oil change for my mother's vehicle. I received the oil change and left. The shop did not insist that anything needed to be replaced or serviced. The next day I am going on a vacation to ****************** and as I am on the road, not even a hour and a half away, I hear a pop noise as if I hit a rock or something. I know for sure I did not yet I looked back in my mirror and notice the car is smoking. As I pull over and jump out the car, I look over to my front passenger side wheel and oil is just gushing and coming out from the side. I open the hood to look at the rest and all over is oil. For three hours, my friends and I were stuck on the side of the road. I eventually am able to get towed to a near auto shop who can diagnose and tell me what exactly what happened where they inform me, my oil plug has come complete out. It just came out. The last person to touch the very bottom of the vehicle was whomever worked on it at the shop. I contact the shop, at first when I was on the side of the road, and they tell me in order for them to do anything, the vehicle would need to be checked to make sure that was the issue. I then contact them again to them that, in fact, the oil plug wasn't secured and that I would like a refund and also to be reimbursed for the tow. The manager ***** then proceeds to tell me, it isn't there fault regardless of this happening after his crew tampered with the oil plug and that it was most likely faulty equipment, but this has never been stated or observed as such UNTIL this shop worked on my mothers vehicle.

  

  Business response

  05/05/2023

  Hello,

  Please see attached response and invoice. 

  Thank you. 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service Street in ******** installed a alternator on 3/22 right after i started driving it i noticed the cluster lights on the dash going on and off and car running rough pulling slightly i brought it back and explained this they tested the alternator and said it tested good. They didn't drive it or run any diagnostics was only there about 10 minutes. problem contined and worsened i went to ****** dealership in ******** they said the Alternator was overcharging at 17volts and i needed the gages replaced and needed a new alternator . ****** charged me $1831 for diagnostics and new gages. I had the car towed back to service street which cost a additional 14 dollars and Service street admitted the Alternator was faulty and would replace it at no cost. However they are refusing to reimburse me the $1845 i spent on the ****** repairs and the tow. The Bad Alternator caused the gages to fail! I am asking for a reimbursement of $1845. I have all the receipts from ****** to prove this and they said to feel free to reach out to them they will explain everything. ****** in service at ****************** is the contact..

  

  Business response

  04/20/2023

  Hello,

  Please see attached response, invoice and invoice from ****** as well as literature on how alternator works and charges.

  Thank you. 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got charged $190 for a diagnostic even though I told them what the issue was. Then, ***** quoted me $940 for an O2 sensor repair. He refused to let me see the itemized repair estimate and refused to print me one out. Had to pay for diagnostic to get my keys back. Then, he started insulting me because I called him out on the estimate. Id like partial payment back for my diagnostic.

  

  Business response

  05/26/2023

  Hello,

  Please see attached response and invoices. 

  Thank you. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  4/5/2023 I was told they would match the dealerships quote of 1200+tax, to replace my A/C compressor and Freon. They charged **** after tax. I brought it up to ****, who did the original quote, and he basically said oh well, even when i explained to him that I would have just gone to the dealership. Call with original quote was on 4/4/23. Disputing charges was 4/5/23 and I was basically screwed over out of a considerable amount of money. On the receipt it even shows a total of ***** but they charged me *****.

  

  Business response

  04/06/2023

  Hello,

  Please see attached response and invoice. 

  Thank you, 

  Customer response

  04/06/2023

   
  Complaint: 19901158
  
  I am rejecting this response because:

  The quote I received from the dealership included all services needed to complete the job including new freon. When the job was originally described to me it included new freon in the quote that was supposed to come close to matching the dealerships quote. I would like that refunded as it is an additional charge just because, and I quote from **** "He doesn't like spending money on his vehicle". An ex employee told me he said that frequently about me and this lends to the fact that this is a deliberate over charge and a shady business strategy. This will not go away and I want the original "close to ****" honored and refunded.

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

  

  Business response

  04/11/2023

  Hello,

  Please see attached response and invoice.

  Thank you. 

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work that I was charged for was not completed and some work was not done at all. The shop was supposed to replace both motor mounts and transmission mount and never replaced 1 mount and replaced the other mount and transmission mount with the wrong parts. I want a full refund of all monies payed buy me and the warranty company returned and compensation for lost time..

  

  Business response

  03/23/2023

  Hello,

  Please see attached response and invoices. 

  Thank you. 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/16/23, I called service Street on maynardville pk, and talked to somebody about having a broken helicoil extracted from my 90 Corolla, I was told that it wouldn't be any problem. I used AAA and had my car towed there. SS called the next day, and quoted me just under $500 (before taxes) to repair my car (150 of that was for a $5 helicoil), I gave them the go ahead. A few hours later, I received the call that my cylinder head was damaged. According to the shop manager, I had to get a new one. It would cost anywhere from $3K to $4K... BUT, He made sure to comfort me with the offer of in house financial assistance. Being a single mom of two kids, who already had to miss work because I was out my car and live too far out to uber, I was devastated. I asked for some time to think it over. There was no way I could afford to have it fixed. I called them and told them I would have to have it towed home. I asked how much I owed for the labor they had already done on it, and the manager told me he'd call me back with the numbers. He charged $180 after taxes for a "diagnostic fee". After taking my payment information, he let me know that he actually wouldn't allow his mechanic to even try to fix my car, because and I quote, ''There might have been metal shavings in the cylinder". The thing is, the cylinder was stuffed when the original work was being done. So there weren't any metal shavings. After the car was towed back to my house, I bought long pliers ($6), pulled out the helicoil (15 seconds), put a in new insert and plug myself (15 minutes for a girl), now my car runs perfectly.They lied to me to get me there. Quoted me an outrageous price for a simple repair. Lied to me to try to get me to spend money on a repair I didn't need. And then charged me just under $200 to look in a hole and bend the coil to where it was harder to pull it out. I would like a refund, plus the cost of a AAA membership since mine was wasted under false pretenses.

  

  Business response

  03/21/2023

  Hello, 

  Please see attached response and invoice.

  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. ↩