ComplaintsforVelasquez Complete Auto Care

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 1/23/24 we had a fuel pump replaced and 3 weeks ago check engine light came on. We contacted the repair shop immediately. We were told that would not honor the warranty. We called the headquarters in ********. We have yet to hear from them.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  January 25th we took a 2014 ***** Equinox in for a check engine light. This was found to be caused by a faulty fuel pump and catalytic converter. We got both repaired by Velasquez that day. The check engine went off until March 17th the light came back on causing the fuel gauge to inconsistently read (symptoms it was showing before the repair) We took the car back to Velasquez on 76th and *********** and they proceeded to explain that they are no longer apart of the franchise anymore, only 58th and Capitol drive location can service the parts under the year warranty. We went directly to 58th and capitol location for there to be NO EMPLOYEES NO OPERATION at all. I went to this location everyday day for a week , multiple times a day, during their hours of operation, and no one was there the doors were closed and the closed sign was in the window. I then called the main office located in ********, spoke to two people that were supposed to call back a week ago. Weve given them ample time to ******** ****** have not accommodated our warranty. The service was $2800 dollars, and the problem is not solved or fixed properly. If you do not have the man power to service the vehicle again we need a refund , the check engine light is still on with the same warnings of the fuel pump

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my car in to get the *** Solenoid replaced and now my car won't start because the vvt solenoid was never replaced and it may have caused more damage. I pulled the part out myself to check and found that the old one is still there! I called the shop multiple times. When I went back to the shop, I found that the shop was closed permanently or at least that location. I paid a total of $561.53 on March 1st, 2024. My car is a 05 Acura TSX. I paid in cash because they said they were only accepting cash at the time. I had to go to an ATM across the street to pay them. My car is now nondrivable and they played me.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We took our vehicle in for check engine light diagnosis on September 20th. We were told we needed oxygen sensors. We agreed to this repair. After getting our car back and driving it we noticed the engine light had come back on. About a week later we took it back in for the engine light concern. We were then told we needed a new timing chain and gear set. When we asked if that would make the engine light go off they replied yes. After getting our vehicle back 2 weeks later, it had a vigorous shake. We took it back. They said they would replace a solenoid under warranty. They kept my vehicle for about 3 and a half weeks. After getting my vehicle back this time, there was white smoke coming from the tail pipe, fluid leaking from the front of the vehicle, a worse vigorous shake and the engine light was still on. We took it back for these issues. They said after inspection, they couldnt find anything wrong and everything was, "perfect". So i drove the vehicle to work the following day, i work 15 minutes away from home. It shook violently the entire way, there was smoke coming from the tail pipe, the engine light was still on and now i was losing acceleration pressure. We took it back again. This time the mechanic, *******************************, told us that he would replace the other solenoid because he only did one when he shouldve done both. They kept the vehicle for 3 more days. After getting the vehicle back this time, the engine light is still on, still white smoke, still leaking, shaking vigorously, losing pressure in acceleration, can't get to 40 mph and it also cuts off now after driving 5 minutes.

  Customer response

  01/26/2024

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary. They seem to have incorrectly stated some of the facts. We have submitted additional evidence in this response that we hope will be considered. It is with 100% certainty that we believe they are at fault for the deterioration of our vehicle which was once driven daily, and is now undriveable.
  
  Please find enclosed a check payable to the Better Business Bureau serving ******* and Northern ** in the amount of $_______________; as I would like an appointment scheduled as soon as possible.

  Sincerely,

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

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Velasquez Complete Auto Care replaced my Steering Shaft Universal Joint within the last 12 months. When they replaced this part the sound my car was making stopped and it was running great. Approximately 6 months later the car started making the same sound. Velasquez told me to drop it off for the weekend and they would take care of it. After they had it for 2 days and did not call me 1 time I finally called them to find out they did nothing and claimed the part was not bad and they heard no noise. I accepted it and they told me to bring it back when it was making the noise more consistently. I waited approximately a month and the noise was very loud and obvious. I went to Velasquez where I was greeted by a gentleman that came to my car and heard the sound right away. He said they would replace the part and it should not have this issue. I dropped the car off for a long July 4th weekend. They had my car for 4 days and again did not call me at all. I finally called only to be told that there is nothing wrong with the part. The gentleman that told me that he would replace it was now lying saying he did not say that. I went to go pick up my car and both men were aggressive and extremely rude. They constantly spoke over me and spoke down to me. One of the guys told me it's normal for my car to make this loud noise. He said that right after telling me that it WASNT MAKING ANY NOISE! Velasquez would not change out the part because it was under warranty and they didn't want to lose money on the labor. I took my car and left. I went to a reputable company called ******************* and they did an inspection that I had to pay $50 for. During that inspection it was found that the part WAS BAD. They also found that because that part was bad for so long the entire steering shaft had to be replaced. This cost me $532.14. I want a full refund of $582.14. Velasquez's other shop closed down for these same fraudulent acts.

  Business response

  11/15/2023

  Regarding this complaint, we are doing our diligencies on tracking down this customer information. The location where this job was performed it's currently closed since February. and we don't have access to the ** system/CRM .
   
  As per her request, We are not refunding any amount for services that we have not performed. But, we would agree on half of the total requested amount. 
   
  Thanks for your assistance,
   
  ********

  Customer response

  11/15/2023

   
  Complaint: 20514426
  
  I am rejecting this response because: the work was NOT done at their shop that was closed for fraudulent activity. It was performed at the grand Ave location which is open for business. My name is *************************. My phone number is **********. The lowest amount I will accept is $400. I should not be responsible for your malpractice and aggressive behavior towards women.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/28/22 I had a muffler job done at ******* location. On 5/24/23 I went for an exhaust inspection at the Hampton location. I was advised that I needed a muffler. I had them install one and paid for it. Once at home I find my receipt for the previous work. I took both receipts back to ******** for them to honor the warranty. Nothing he could he said.

  Business response

  06/05/2023

  Good Morning *******,

  We're sorry for your car problems. We would like to support and resolve this issue.  Unfortunately, our ******* locations is temporary closed, but we would like to assist you at our Hampton location ************************************* Please let me know when you are available to come, so i can arrange you the appointment. or feel free to contact me directly. ************* I'll be happy to assist you.

   

  Thanks,

  Velasquez Complete Auto Care. 

   

   

   

  Customer response

  06/07/2023

   
  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,
  
  *********************

*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. ↩