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Complaint Details
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Initial Complaint
02/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
10/12/23 - 10/21/23 Meineke installs used engine to repair and resolve issues with my 2016 ***** Cruze. There is a 12 months/****** miles warranty that comes with this service. I also purchased an additional 12 month warranty for $899.99.12/12/24 Car starts throwing error codes and dies. I have it towed to Meineke. They said it was the battery. I pay for parts and labor to replace battery. Within a week it has the same issues. I call Meineke and they say it needs to have the computer reset to sync with the newer engine and they don't have the capacity to do that. They recommend taking it to the dealership, so I do that.1/25/24 Car starts throwing error codes again. Take it to Meineke, they say it is a loose wire. Pick it up on 1/26/24 and drive it home. Two miles from home it does the same thing again. 1/28/24 I have the car towed to Meineke. They chase down error codes and change a few things. 2/2/24 They come to the conclusion it needs another engine. At this point they say it's gone over the ****** miles and isn't covered by the warranty. I point out the additional warranty I purchased. Technician says he will talk to the owner and get back to me. It goes a week I don't hear anything. 2/9/24 I call back and finally talk to technician again, he states "in small writing on the back of the receipt it says ****** miles". First of all, I do not have a paper receipt, i have an e-mail, and there is no back. What I have from them only says 12 months. Technician says he will go back to talk with the owner again. I e-mail him the receipt that they had sent to me, so he sees exactly what I have. Goes another week I don't hear back from him. 2/16/24 I leave a second message with a mechanic who says he has let the technician know I called and will do so again.
Business response
02/20/2024
I will discuss this with my team. I will respond asap.Customer response
02/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Im on social security, I am an Uber driver and they have my car. They still dont tell me what that $899 is for. I wouldnt have continued to take it back there if I thought it wasnt under warranty. I mentioned that to them when I brought the car to them, they never said anything about it not being covered until they decided it needed another motor. If I thought it only had ****** miles on the warranty I would have been watching that.
Regards,
***********************Business response
02/28/2024
Here is a copy of the body of the email that was sent out on February 24th, 2024 that includes our responses to the request by Mr. ******* See attached for supporting documents.
Mr. Hanger
After an extensive inquiry into your request for a refund, we have concluded that we have followed process and protocol throughout your entire experience. We have looked for ways to find a resolution for a warranty replacement through the distributor of the used engine, the distributor requested the mileage and maintenance records since the install of the used engine, but they have denied our request due to the mileage. The mileage was outside of the ****** mile coverage. and we have no oil change records. We have no record of you purchasing any additional warranty coverage, neither does our distributor.
With this being said we do value you as a customer, and would offer you a credit of $899.00 toward the replacement of a remanufactured engine which would have a significantly better warranty. Or an in store credit , which can be issued to your account to use toward other services on your personal vehicles, if you were to decide not to fix the engine. These options will only apply, if the replacement and/or service is performed at Meineke Center #**** at *****************, Plainfield, IN 46168.
Attached you will find supporting documents, including;
TSB 18-NA-171
Meineke Warranty
Timeline of events letterCustomer response
03/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It states plainly on the invoice e-mailed from Meineke to us used engine assembly 1 year parts and labor $899.99If we receive a full refund of $3580.92, we would be willing to work with Meineke on the cost of a remanufactured engine with a better warranty for a reasonable price.
Regards,
***********************Business response
03/04/2024
Thank for the response, I feel what we offered is fair however, I am open to another option but, I am not in the position to refund the full amount of this repair.Customer response
03/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
You explain that the $899.99 was the price for the used engine. The fact remains that the invoice states 1 year parts and labor. No mention of mileage. We do not feel we should have to pay any more.
If we are willing to work with you, what do you think we are responsible for if you install a remanufactured engine with a better warranty?
Regards,
***********************Customer response
03/13/2024
We have not heard any response from Meineke since 3/6/24. We would like to send the following message to them.
We have about $2500-3000 in credit available to finance this additional work of installing a remanufactured engine with a better warranty. Can you accommodate this?
Business response
03/19/2024
I will have to look at the costs involved and get back in touch.Customer response
03/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
***********************Initial Complaint
12/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My vehicle was improperly diagnosed from the beginning (05.28.21) Meineke has replaced my thermostat and water pump with a coolant flush 3 times in the last 18 months. My car continued to over heat (coolant temp *******) in between the 6 month thermostat replacements and now I am out of a vehicle as of 10.18.22.. Finally towed it into a dealership when they had availability and they told me it has a blown head gasket and now a coolant/ oil housing leak. ***** I dont have $12,000 for a new engine. I could have used my money (~$1300) and time from multiple Meineke misdiagnoses for a down payment on a new car..Business response
12/22/2022
I apologize for your inconvenience. Thank you for bringing this to my attention. I will look into this. My GM is out of town until Tuesday Dec, 27th. We will discuss it when he returns, and be in touch.
***** Dorsey
Initial Complaint
08/31/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On November 16, 2021 I utilized Meineke ******** located at **************. Plainfield, IN to install new brake rotors and pads on my 2017 ***** S90. The brakes were squealing very loudly after I had the new set put on. I took it back and they said they must have put the wrong pads on and proceeded to put a different set of pads on the car. These were better but still sqeaked and grabbed at the end of the braking making them feel unsafe. On August 11th, 2022 I had enough and called Meineke's customer service line asking them if they could make this right. I explained that I didn't have confidence in the Plainfield store to get my brakes right. They told me that I had to deal with the local store. I really don't think this is a fair solution as they've tried twice to get my brakes corrected. I asked if they could have another location look at my brakes but they now aren't responding to my emails. I can forward my correspondence with Meineke if needed.Business response
11/07/2022
First my apologies for the delayed response. Now that ** am aware of your issue, I would like too personally get this resolved for you. I am truly sorry that you are continuing to have the noise in the brakes on your ****** Would you be available any of these days, so that I can take a look at the car and determine what is best to resolve the issue. November 8th,11th,17th,22nd? or we can plan on December dates if needed. ***** Dorsey OwnerInitial Complaint
07/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had an oil change completed on Monday, July 25. I noticed on the **** they charge for an oil filter which I have never seen before. When I asked the manager why I was being charged for the oil filter he stated it was a specialty oil filter. I just had my jeep in there back in March for an oil change and they put the same oil filter on it so I took it to the dealership and questioned it and they stated it is a regular oil filter. I want a refund for the charge of $13.99 and tax because the oil filter should be included with the oil change as stated in all the advertising.Business response
07/28/2022
Dear Sir,
I will look into this filter and see why we charged for it this time. I will reach out asap.
***** Dorsey
Customer response
08/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]No contact has been made by the business to resolve this.
Regards,
*****************************
Business response
08/08/2022
***********,
I have determined the cause of the price difference. The first oil change without the cost of the filter was done in March 2022. We installed a completely new system in April 2022 and it did not transfer some of the inventory properly, thus causing this. Also, in April 2022 we had a new manager take over the center, so, he was unaware of the issue.
I am happy to either refund you the difference for the filter, or in replacement of the refund, i will give you a free oil change on your return visit.My personal Cell is ************ please let me know what you wish to do.
I do apologize for the in convenience.
Brian
Customer response
08/08/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
*****************
Initial Complaint
04/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to Meineke to get my brakes checked. They said it was my back brakes. I paid $550. I drove my car for a week and it was doing the same thing. So I took it back to Meineke. Then they told me it was the front brakes. I said to the manager that the back brakes shouldn't have been done. He said that I was probably right. I paid another $350. I want my $550 back. While I was sitting there for about 10 hours combined, several people came in complaining about Meineke and their service. I think Meineke is scamming people.Business response
06/13/2022
This is a concern to me and will be investigated thoroughly.. I have just received the complaint today. I also received a notice that the customer is suing us as well. So, I will be in touch when i have more information.
Customer response
06/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*********************
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.