ComplaintsforDrive Automotive Services, Inc.

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car has been paid for repairs and they blew the head gasket and wont pay to repair my car

  

  Business response

  03/15/2023

  To whom it may concern:

  I have attached invoices, authorization signatures and official statement.

  Thank you, 

  Service Street 

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Sept/Oct (apprx) of 2022, I went to Service Street for an oil change and purchased a package of oil changes at that time. They also perform other service work including a transmission flush. After returning home, I noticed I was dropping transmission fluid and went back to Service Street. They discovered the plug wasn't tightened enough. I then left Service Street and drove a short distance and noticed my hood wasn't closed. I drove back again, they closed the hood, then returned home. After returning home, I noticed that there was a plastic cover on the passenger floor, assumed it was from the cabin filter. In January 2023, I returned to Service Street for another oil change. When I checked in with the lady at the desk, I explained my experiences and concerns from the last oil change, plus let them know the cover for the cabin filter is on the passenger seat from the last oil change and asked them to put it back on. I let them know that they can take their time on this oil change and ensure everything is taken care of. I am in no rush. (I wasn't in a rush on the last visit either). When the oil change was completed, I got in my car and noticed the maintenance light was still on, I walked back into Service Street, they had a mechanic go to my car to turn off the maintenance light. After returning to my car a second time, I noticed the glove box was open and it didn't close, it was jammed with something, even after removing all of its contents. So, I went back into Service Street and explained that I need to be able to close my glove box. The mechanic returned to my car to fix the glove box. During that time, I let the lady know behind the desk that I am uncomfortable with doing oil changes at Service Street any longer due to so many things being overlooked during this visit and the last one. I asked to have all remaining oil changes that I purchased in 2022 to be refunded. She said the manager will call me. I waited 3 weeks, and no one has called me.

  

  Business response

  02/08/2023

  
  Dear *****************,
  
  I am writing this in response to your BBB complaint on our ********* location.I have reviewed your BBB complaint and spoke to the General Manager of that location. First, I would like to apologize for your overall experience and neglect. We understand your frustration in this matter. We are happy to submit a refund to you for your remaining oil changes. We will be refunding you $150.00 and send a check to the address listed on this BBB complaint. This will be processed and you should be receiving it at the end of next week. Please confirm that this will address the refund requested and we will process it.
  Once again, we do apologize for your experience and appreciate you bringing this to our attention.
  Thankyou
  Service Street

  Customer response

  02/08/2023

   
  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.

  My mailing address is ***** ****************, ****** ** 80134.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2016 ***** Pilot here due to it jerking, stuttering while driving. I told the mechanic what the issue was and they ran a diagnostic and gave me a list of what they believed would fix the issue. They made a mistake and dropped screws in the engine and not only has the issue not been fixed, it is worse than before. They keep lying about services and can't prove they actually performed services they claimed to do. They lied about a ***** rep reprogramming the computer, they lied about everything.

  

  Business response

  06/15/2022

  To whom it may concern:
  First, I would like to apologize for any confusion this may have caused.
  On 04/30/2022 ******************** brought the vehicle to us having concerns about the vehicle shaking and
  jerking when driving and the vehicle had poor running conditions. Upon inspection of the vehicle the
  technician found P0300, P0301 & P0303 stored in the *** system and found fuel injectors to be failing
  along with 2 ignition coils and spark plugs. Customer was advised that we would need to repair the faults
  that were present due to wear and failure and customer approved. During the ********************** a new fuel injector
  (purchased from Napa) had come apart and the tip dislodged and went into the top of the cylinder head.
  Customer was advised of the situation and notified that we would need additional time in order to remove
  the tip and they were understanding to a defective part.
  Technician was able to successfully remove tip from engine the next morning and finished the repair.
  Upon completion of repairs no fault codes were present and vehicle was no longer shaking and jerking.
  Customer picked up the vehicle on 05/02/22.
  On 05/27/22 customer brought vehicle back to us with concerns about it jerking. No fault codes were
  present at this time but out of goodwill we paid Automotive diagnostics to come and update the *** and
  TCM due to a technical service bulletin. Customer was not charged for this ********************** (invoice can be
  provided). On 06/09/22 customer brought vehicle in with concerns of jerking and trouble accelerating over
  35mph and under a load. No fault codes were present and technician could find no failure with any
  components and customer was notified.
  Once again, I would like to apologize for any inconvenience this may have caused. We have a 5-year
  50,000 warranty on any parts that were placed into this vehicle. If any of these parts are found faulty, we
  will gladly cover the warranty parts.
  Thank you
  Service Street

• Initial Complaint

  04/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please see detailed attachment about this issue.

  

  Business response

  04/19/2022

  To Whom It May ****************** pride ourselves in our workmanship as well as our industry leading 5-year 50k mile warranty. ************ had his vehicle into our shop on 4/2/2022 with a concern of warning light on his dash. After completing the diagnostic my technician determined the *** (Body Control Module) was not relaying any communication between the sensors and the module causing faults in every system run through the ***. The only repair for this is to replace the *** module. We called and explained to *********** the *** would have to be ordered and replaced as a programming was not going to solve his concern on 4/4/2022. We explained the part had to be ordered and would be 3-4 days to get the part delivered and installed ************ agreed to the repair and we ordered the part on 4/4/2022.
              The *** was delivered to us on 4/6/2022 and we installed the *** on 4/7/2022. The technician noted on 4/7/2022 the computer was not programmed by ***** prior to the part being delivered to us by *****. Modules have to be programmed to a vehicle before they can be initiated into the system. We called ***** and they apologized for the inconvenience and said they would program the module if we had the vehicle towed to them. We called ************ and explained the *** was installed and required programming to complete the repair and ***** would be able to perform the programming. We covered the cost of towing to have the vehicle programmed by ***** and ***** programmed the vehicle for no charge to ************. ************ picked up his vehicle from ***** with no issues on 4/7/2022.
              On 4/18/2022 we received a call from ************* stating the check engine light is on and the dealership is telling them they need to replace a failed injector so the repairs we completed were wrong and demanding a refund. We tried to explain the *** module and Fuel injectors are 2 completely different and unrelated systems and correcting one failure of a vehicle does not keep additional faults from happening and this is a separate failure. We offered to inspect the vehicle at no charge to determine if the vehicle actually needed an injector and we were told no. Again, the communication breakdown and refusal of Mr. and ************* to listen to any form of explanation about vehicles and the reason they were having the issue they are was not working. The current issue the vehicle is having is unrelated to the repair we completed and was verified by ***** when we called them to inquire about the module programming. As always all of our repairs come with a 5-year 50k mile warranty and if the *** has any issues they are more than welcome to have the vehicle inspected by any of our locations.
  Thank you,
  Service Street

  Customer response

  04/19/2022

   
  Complaint: 17061860
  
  I am rejecting this response because:

  I went to Service Street for repair of my dashboard warning lights issue. They told me it was *** causing these lights to show up. They replaced the *** and after one week same lights are again showing on my dash. Obviously THE ISSUE IS NOT RESOLVED but still I paid for something which is still not fixed. That issue was coming due to Fuel Injector NOT *** per ***** Dealership. This is misinformation from Service Street to customer. 
  
  Sincerely,
  
  *************************

  

  Business response

  04/20/2022

  To Whom It May ********************************************************************************** The lights the customer is referring to are check engine lights meaning a fault somewhere in the entire vehicle has a fault within its system. These lights come on for hundreds of issues not just one fault. The fact that the vehicle had no lights for a week of driving after we repaired the vehicle shows we correctly diagnosed and repaired the vehicle. If we had not repaired the vehicle correctly the lights would have immediately come back on when the vehicle was driven. The fault causing the lights to come on now are related to the fuel system in this case the injectors. This is a separate issue from what we repaired and the customer should know for future reference those lights will come on any time there is a fault anywhere in the vehicle. Again the module we replaced is under warranty and we would be happy to inspect the vehicle for the current issue at no charge to verify the repair the dealer is recommending. 
  
  Thank you,
  Service Street

  Customer response

  04/23/2022

   
  Complaint: 17061860
  
  I am rejecting this response because:

  They didnt repair the isssue because their technician didnt knew how to program the vehicle after damaging ***. The main issue was not at the *** unit which was working perfectly fine before as the car was in driving condition. We drove the car at their location but then after they damaged the *** and could not able to fix the issue they had our car towed to Dealership. 

  We drove our car to them and they towed our car to dealership. We paid for something they didnt even fix and on top of that caused damage to our car. We paid them and we paid ***** dealer for the same exact issue. This is truly unacceptable!!! They are truly bunch of scammers who are taking hard earned money from people like this and hide their own mistakes!!! 

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

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/21/22 I noticed my vehicle misfiring and the check engine light came on as I was driving, so I brought my vehicle to this location for service. They diagnosed the issue and stated that it was caused by a failed ignition coil, caused by an oil leak and the spark plugs needed replacement. They charged me a total of $1432.22 for this repair. I picked up the vehicle the next day, 2/22/22, and paid for the repair. On 2/24/22 the vehicle exhibited the same misfiring issues and would not start up again after it was parked at my wife's job location. Service Street had to tow the vehicle to its shop the next day, 2/25/22. They diagnosed the issue and stated it was due to low grade fuel, E-85, and my vehicle cannot operate on anything lower than E-87. They charged me a total of $820.72 for the repair and kept the vehicle over the next 3 days perform a fuel system drain and flush. The vehicle was my sole method of transportation at the time. My wife and I had to rent a vehicle to get around. I filed a fuel claim with RaceTrac to get reimbursement for the damage to my vehicle and after they performed an investigation, they found no evidence that would put them at fault (no other guest complaints, no systems issues).I am seeking a refund from Service Street in the amount of $820.72 for the second repair. They misdiagnosed the issue. I'm also seeking reimbursement for the rental car in the amount of $361.10. Due to their misdiagnosis, I was inconvenienced the extra amount of days it took them to repair my vehicle.I have all the supporting documentation and receipts. If this cannot be settled then I will seek litigation.

  

  Business response

  04/06/2022

  To Whom It May ************** pride ourselves in our workmanship as well as our industry leading 5 year 50k mile warranty. ******************** had his vehicle into our Norcross location on 2/21/22 with a check engine light on and flashing causing the vehicle to shake and shudder. Our technician noted a p0300 and p0303 both misfire codes. After performing a diagnostic the technician determined the cause of the check engine light and rough idle were failed Spark plugs and a failed ignition coil. We replaced the spark plugs and #3 ignition coil and the check engine light went off and the vehicle was no longer shuddering. ******************** picked up his vehicle on 2/22/2022. On 2/24/2022 we received a call from ******************** stating the vehicle would not stay running and would have to be towed to the shop. We towed the vehicle to the shop on 2/24/22 and the technician noted no check engine light and no fault codes present in the system however the customer was right the vehicle would start and immediately cut off. We performed a complimentary diagnostic and the technician determined the fuel was not combusting in the cylinders and therefore could not stay running this happens with e85 fuel and ************************ vehicle cannot run on e-85. We called ******************** and explained what was happening with his vehicle and at that time he stated he had just filled the vehicle with fuel. We explained the only solution to this is to remove and drain all the fuel out of the system and flush the entire fuel system.******************** agreed to the repair and we completed this process on 02/28/2022.After completing the repair ************************ vehicle had no issues and both repairs had corrected his issue. We have not heard anything from ******************** until we received this Complaint. It looks like ******************** attempted to receive compensation from RaceTrack for contaminated fuel was denied and now more than a month later ******************** is claiming the repairs we performed on his vehicle were incorrectly diagnosed and were not needed. On both occasions ************************ vehicle was brought to our location unable to drive and on both occasions ******************** drove his vehicle off property. As stated before all the repairs completed with us on ************************ vehicle are covered under our industry leading warranty and should he have any concerns he can bring the vehicle into any one of our locations. 
  Thank you,
  Service Street

  Customer response

  04/06/2022

   
  Complaint: 16965364
  
  I am rejecting this response because:

  I received a call from ***** on Friday, 4/1 in regards to my BBB complaint. Based on the voice message he left and the brief conversation we had when I called him back, he had already determined he would close the case without working toward a resolution with me. There are several issues I have with his response.

  Although the diagnostic codes pointed to failed parts that they would go on to replace, this did not fix the issue with my vehicle. If the vehicle was fixed, I would not have needed them to tow the vehicle back to the shop 2 days later.

  The fuel in my vehicle at the time of the first repair was the same fuel present when they diagnosed it as the reason the vehicle would not start. I did not add any fuel in between visits. I only put ***************** my vehicle. I have never put E85 fuel in my vehicle and the gas station that I filled my tank at on 2/18/22 does not sell E85 fuel.

  I told ***** when I picked up the vehicle after the 2nd repair I would go through the fuel claim process with Racetrack. He filled out the form and I submitted my claim. Their claim process takes 3-4 weeks. I had no control over how long they would take to follow up with me.

  They are trying to make it seem as if the repairs were two separate issues. My argument is that if the vehicle was diagnosed as having the wrong octane fuel when I first brought it to them then I wouldn't have needed it brought back the second time. The 2nd repair cost me time and inconvenience because I had to rent another vehicle.

  Ultimately, I'm only asking for compensation for the time and inconvenience. If they diagnosed the reason for the failed parts on the first visit, I believe they could have addressed the issue correctly and I would not have needed it brought back for a 2nd repair and I would not have needed to rent another vehicle. I have a history of getting my vehicle and my wife's vehicle serviced at this shop. I've never experienced an issue like this before and I think it can be resolved.

  
  Sincerely,
  
  Yorick ********

  

  Business response

  04/07/2022

  4/7/2022
  
  To Whom It May **********************           This is in response to the claim #********. As stated in the previous response ************************* vehicle was in for a misfire and blinking check engine light with no power and shaking while driving. We replaced the spark plugs and ignition coil #3. ********************* picked his vehicle up and the light was off and the vehicle was driving as it should for 2 days. ********************* called on the 3rd day stating the vehicle would not start or stay running. This was a second unrelated issue to the first concern as the second concern was fuel related and a separate system and list of concerns as the first repair completed. The fact that the vehicle was not drive-able when we first received the vehicle and was driven home with no concerns shows we completed the repair correctly and resolved the issue it had at the time. It is unfortunate the vehicle had an additional separate failure a few day later however we corrected the secondary issue and again the vehicle is driving without any issues for the last 2 months again proving we performed the correct repair needed on both occasions. As always both repairs are covered under our 5 year ****** mile warranty.
  
  Thank you,
  
  Service Street

  Customer response

  04/07/2022

   
  Complaint: 16965364
  
  I am rejecting this response because:

  It is apparent we are at an impasse on this issue. If they consider getting a vehicle to run for 1 day after repair of the issue then I'm not quite sure how this can ever be resolved. I live in this community where the shop is located. I live less than half a mile from the shop. I picked the vehicle up on 2/22, picked my wife up from work (she work's a half mile from our home and from the shop) and went home. The next day (2/23) my wife attempts to drive the car to work in the morning, and it just barely gets her into the parking lot and would not start again. I told her to try it again after she got off that afternoon, and it did not start again. We reached out to Service Street and they were supposed to tow it back to the shop. My wife provided an address, but we ended up having to call back the next day (2/24) for them to tow the vehicle into the shop. They claimed they couldn't find the vehicle on 2/23. 

  Again, Service Street is trying to make it out to be 2 separate issues. It is unreasonable to think that the repair was successful just because I was able to drive it off the lot for a few miles without breaking down immediately. I would like this issue forwarded to someone who is able to make a reasonable judgment. Thanks.

  
  Sincerely,
  
  Yorick ********

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2021 I went to this shop to have my vehichle (2008 jeep wrangler) serviced for my horn that wasnt working. My vehichle also smelled of gas, they took a look at it and determined there was a gasket that needed replacing. In February of 2022 the vehichle starter smelling of gas again I went back to the same shop to price a tune-up and they smelled the gas also. I told them that they had fixed something on my vehichle dealing with that and they told me they could look at it for a fee I declined all service because they wanted to charge me $700 for the tune up and also to look at the vehichle for a repair that was needed due to them. I went to another shop to have my vehichle looked at and they told me that there were bolts and screws missing from where they didnt properly secure the new part and because of them not doing that i caused damage to the fuel pressure line. I was also advised by the mechanic that I could drive the vehichle because of this. I reached out to Service Street and told him (*****************) what was going on and was also told that I was being negative when trying to explain the issues i had. They towed my car back to Service Street on 2/17/22 and stated they had to order a part from the dealer that could take 2-5 days and they admitted fault for what happened to my vehichele and agreed to repair it for free. I called on 2/23/22 to get a update on my vehichle because I didnt hear anything from thing from them and he (*****************) told me that he would call me the next day with an update. I never received a phone call so I called a hour before closing and he told me that they sent out the wrong part and he was waiting for a call back. It has been a week since they have had my car and im still without transportation with 2 kids and I would like this issue to be resolved asap.

  

  Business response

  03/03/2022

  The refund on the valve cover gasket was done through Koalafi, customer was called 2/25/22 and told the refund is done and will reflect on her account in 2-3 days , we have acknowledged this issue with the customer and have taken care of it properly with her. Thank you for you and hope to earn your business back. 

  Customer response

  03/03/2022

   
  Complaint: 16807592
  
  I am rejecting this response because: the company didnt refund me any money and we never spoke about a refund service street still didnt properly repair my vehicle, I picked up my vehicle on 3/2/22 with a half done job I have attached pics of the issue thats the same as when the vehicle was deemed unable to drive.
  
  Sincerely,
  
  *****************************

  

  Business response

  03/07/2022

  On the evening of 3/1/22 the Tech that made the repairs triple checked along with both assistant managers on duty inspecting for repair quality and was test driven. I, as the *** confirmed with the technicians that there are no further issues and looked under the hood for anything out of place on the day ******************* picked up her vehicle. I offered a free oil change as the tech told me he recommended it, the customer stated to me we are not allowed to touch her car and she was not seeking any type of compensation. The vehicle left the shop operating at factory spec without any issues. If you have any additional vehicle concerns, please bring it by our shop and we will be happy to help you. 

  Customer response

  03/07/2022

   
  Complaint: 16807592
  
  I am rejecting this response because: as you can see from the wires there is a line that is still burned and that wasnt replaced and also the part still wasnt properly installed as seen from pictures and also **** wanted to charge me $69 for a oil change due to service street negligence I also have proof of that also
  
  Sincerely,
  
  *****************************

  

  Business response

  03/25/2022

  On the evening of 3/1/22 the Tech that made the repairs triple checked along with both assistant managers on duty inspecting for repair quality and was test driven. I, as the *** confirmed with the technicians that there are no further issues and looked under the hood for anything out of place on the day ******************* picked up her vehicle. I offered a free oil change as the tech told me he recommended it, the customer stated to me we are not allowed to touch her car and she was not seeking any type of compensation. The vehicle left the shop operating at factory spec without any issues. If you have any additional vehicle concerns, please bring it by our shop and we will be happy to help you. 

  We have tried to reach out to the customer about bringing the vehicle back in with her concerns but there has been no response of her coming back in. We would be happy to help her but as previously stated, the customer would not allow us to continue an oil change or any additional work. We would love to resolve any additional concerns she may have with her vehicle if she would like to come back in. We hope this message finds you well and please do not hesitate to call us also. Thank you. 

  Customer response

  03/25/2022

   
  Complaint: 16807592
  
  I am rejecting this response because: ************ has been dishonest from the beginning of this issue and even the responses have been lies, as a business owner you have to be able to admit your mistakes when they are made and use them as a teaching moments, on the day I went to pick up my vehicle after you all called and said my vehicle was ready your unprofessional tech said a oil change was needed for the repair that was made, if a oil change was needed why wasnt it made to the vehicle at the time of repair? And if it was a complimentary oil change as you say why on the receipt it stated that I declined a $69.99 oil change? Your tech was very unprofessional and dishonest throughout the whole process and neither did you or your company reach out to me regarding my issues that Ive had and at this point why would I even trust you touching my vehicle, I have attached pics before of the lines that were burnt because of a faulty repair that you all made and yet you still cant see the issue. If I wanted to be compensated for my time why would I speak with a tech about that? Why would I be asking for you all to compensate me for anything? Remember I paid you all for a service, youre opens because of people like me trusting in you to fix our vehicles. Your tech is a liar and youre going right along with the lies and I also have phone records where I can show that your company havent reached out to me for anything since calling to tell me my vehicle was ready. Your company is the reason why so many consumers are ripped off every year and you do anything you can to cover up your mistakes just to make a quick dollar. At some point you have you have to accept responsibility for the mistakes that were made and not try to cover it up but we can also arrange for a time so that I can show you that my car wasnt repaired properly along with police ****** because I felt threatened by your tech **** when my opinion was voiced.
  
  Sincerely,
  
  *****************************

   

  

  Business response

  03/31/2022

  *******************, we would love to resolve any issues you may have. Please feel free to call us and we will set up a time to take a look at all concerns with your vehicle. **** is the ** at your location. We are happy to help. We hope to hear back from you soon. Thank you and have a great day. 

• Initial Complaint

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just needed work done on my Kia ****** They claimed the valve cover gasket was leaking AGAIN after I just had it worked on at this location two months ago. Claimed it didnt pop up on my history until after the fact. Lol how? So I called after checking my receipts and all of a sudden its my fault for not catching it Lol what?I wont be returning to this place no telling how many other times Ive been taken advantage of I work too hard for these mishapsThis is hundreds of dollars Im spending. Not to mention after I left originally, no one mentioned my transmission was slipping until after I drove off and I had to come back from my car still jerking.The date of the original work was done 12/9 its literally two months later and the prt is leaking again? Because of work from your technicians? Thats crazy

  

  Business response

  03/03/2022

  The refund on the valve cover gasket was done through Koalafi, customer was called 2/25/22 and told the refund is done and will reflect on her account in 2-3 days. We have personally resolved this issue directly with the customer. Thank you. 

• Initial Complaint

  09/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/24/21 I had my car towed to their location on 2039 Scenic Hwy N to repair my battery cable, a job which normally costs around $30-$120 on average. I went with this business because I couldn't find another available mechanic in the area. On 09/25/21 they called and told me the repair would cost over $400. I was floored, and eventually went in to speak to them. They agreed to lower the price to $328.62, after taxes. This is still FAR above what other mechanics charge, but I was needing my vehicle ASAP due to work. I was told they finished the job and went to pick up my vehicle. I paid and went to inspect their work. What I saw angered me. The cable has basically been crumpled up and crimped, with no soldering, no heat shrink, no form of protection, all while several wires were poking out. After I got home my car began to idle and run very rough. I got codes for a faulty ECU and O2 sensor. The shop claimed no responsibility. Their customer service has failed to respond.

  

  Business response

  10/11/2021

  Business Response /* (1000, 5, 2021/10/01) */ We first would like to thank you for sharing your experience. With the information that you provided, we have looked into this and have asked that our District Manager reach out to you. We offered the customer a refund and we hope the customer accepts. We hope to earn this customer's business back! We take pride in our family owned business and also take pride in ensuring that our customers are satisfied in every visit.

*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. ↩