ComplaintsforFranky's Real Auto

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Went to Frankys on 10/26/22 for an oil change and check engine diagnostics. I paid for the oil change (not a problem) and the diagnostics ($100). I was told this was just an issue with the fuel cap being stuck open. Less than a week later the check engine light came back on. I brought it back to Frankys and they ran the diagnostic again which showed the same code. This time I was told its an evap leak. They ordered the part (no choice was given to me regarding the type of part). I was charged $284.24 on 11/8/22 for diagnostics and putting the next part in. A few days later the car stopped working correctly and I had to bring it back to Frankys. At that point they didnt know what was wrong with it and told me to bring it to a **** to be serviced. At **** they told me Frankys put in an aftermarket part that did not work with my car. I was then charged $501.27 at **** to fix the same exact issue Frankys failed to fix. I was without a car for almost a week. When I contacted Frankys about this they were unapologetic and unwilling to admit mistakes. I told them I wanted a refund and was told I could have $100, but when I tried to get the check they wouldnt answer.

  Business response

  04/20/2023

  We recommended that the customer take her vehicle to dealership to get a deeper diagnostic to ensure that the problem is taken care of correctly. parts we purchase in our shop is what the parts store recommended on her car with vin#, The customers warranty on her vehicle has expired, therefore they would not cover the repairs that we recommended. Part of our terms and conditions on the invoice is that the customer will pay for repairs if the warranty does not cover. ******, one of the owners spoke with the customer to attempt to find a solution on this matter. Each time speaking with the customer she was very rude and she was using profanity, and she hung up the phone on ****** while he was still speaking. We offered to refund the customer $100 for customer satisfaction if she can provide proof that the repairs were done by dealership. She must email us a copy of invoice showing repairs were done & paid  from dealer for us to give her the refund of $100.00. We called the dealership that the customer took her vehicle to and spoke with the service advisor who told us that the customer declined and refused all recommended repairs. Customer was aware of this and still customer treat us with no respect . Customer also mention over the phone her car is fix and is in her house but the dealership told me she had not pick up her car and all services was decline by customer . 

  
  
  
  

   

   

  Frankys Real Auto

  Customer response

  04/20/2023

   
  Complaint: 19847572
  
  I am rejecting this response because it contained inaccurate information. As provided in the original complaint, I did get my car repaired at a certified **** dealership. The receipt from the repairs was attached. After I picked up my car from ********************** claimed to call them, but when I called **** and spoke with my service manager he said ****** did not call them. I contacted Frankys multiple times and was always completely respectful with my language and tone of voice. I was never told to fill out or submit anything to receive the $100 refund. When they would not give me the refund my mother called them and left a message. She never heard back from them. I have all of the receipts from Frankys and the **** dealership as well as text messages. At this point there is a blatant disregard for honesty and integrity from this company. As a young student and now nurse I did not have the money to spend on repairing the issues the Frankys did not fix. This entire situation has been disheartening and very frustrating. All I am asking for at this point is a refund. 

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

*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. ↩