Complaints

This profile includes complaints for Pro Automotive LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pro Automotive LLC

  199 Oxford Ave Dudley, MA 01571-5605

• 

  Pro Automotive LLC

  8 Englewood Street Webster, MA 01570

• 

  Pro Automotive LLC

  626 South Main Street Webster, MA 01570

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Pro-Automotive to have my vehicle repaired. The repair was to replace a timing belt and to change a head gasket which they indicated was leaking. The total cost of the repairs was just under $4,000. The initial repair was not successful and the head gasket was still leaking. The vehicle had to be towed back to the shop the day after the initial repair after it broke down. The shop attempted another repair which included another new head gasket. The shop once again certified the vehicle repaired. The head gasket again was still leaking. The vehicle was again towed back to the shop and they indicated that now the problem was a cracked engine block. This was never mentioned previously by the shop. They now indicate my vehicle needs a total engine rebuild and want an additional $6,000. I declined to have this work completed as they could not even confirm where the engine block was cracked and indicated they would be unable to tell me that unless I committed to the repairs. I am not sure the engine block is cracked or if the shop just doesn't want to honor the warranty promised on the head gasket repair. What I do know is I had spent $4,000 to have a minor head gasket leak repaired. Now I have a vehicle at a minimum with a major head gasket leak or a cracked engine block. If the block is cracked it is the shops responsibility because they repaired the vehicle incorrectly causing it to need to be towed the day after it was repaired. I want to stress again they never mentioned a cracked engine block on the two prior head gasket repairs. Some additional details follow: 11/25/22 was the date of the initial repair on my 2010 Subaru Forester, on 11/26/22 the vehicle broke down after the initial repair and needed to be towed, the repair costs total $3,916.80, the business committed to a head gasket repair with a 3 year 30,000 mile warranty. I have attached the initial work order and two photos of the leaking head gasket after it was repaired.

  Business Response

  Date: 01/10/2023

  Good afternoon, in response to complaint of our faulty repair let us first note that on the initial repair it was recommended that when replacing cylinder head gaskets, the cylinder heads should be either machined flat and true at a machine shop or cylinder heads should be replaced with remanufactured heads. Both of which were declined by the client on multiple occasions. After repairing the vehicle to client's satisfaction, we received a call that the car broke down (possibly overheating) and needed to be towed in. It was at this time that we noted the head gaskets leaking again and to be sympathetic to the client we not only did the job again but also replaced the cylinder heads with remanufactured ones at our cost, client did not pay anything for this repair. Again, it was recommended this be done from the beginning but declined by the customer. The car was then returned to the client and towed back in again (at our cost) for a complaint about smoking. Our technician verified the concern was not present, however, we did notice a small oil leak that could have been causing the complaint, so again to satisfy the client we repaired that leak at no cost to the client. At no point were we able to fully determine a smoking condition as the client is experiencing and the client was adamant it was coolant in the exhaust from a bad head gasket. We were able to determine through multiple tests that it was not the heads or head gasket which left the only possibility of a small crack in the engine block which could only be determined by replacing the block as all other components had either been replaced or verified good. We then had the client come back again to our other location for another technician to look at the vehicle to verify. We came up with the same results, however we also noted that 1 cylinder had excessive leak down into the crankcase slightly over spec. Not a condition that would result in client's complaint or something that would be caused by head gasket replacement.

  Business Response

  Date: 01/15/2023

  In response to the rejection, everything that was stated in our initial response is accurate and true. All our communication from the start of the initial repair to current has been documented with recorded phone conversations. I would like to add the person submitting this complaint is not the client who brought us the vehicle or the person we had discussed the decision making with but the father of the client. The client (son) on multiple occasions declined cylinder head replacement or machining. All of which is in phone conversations.
  At no point did we state we don’t know what is wrong with the vehicle, because there is nothing wrong with the vehicle. Again, the is nothing wrong with the vehicle. The only reason we even mentioned the cylinder leak down was due to the extensive amount of testing we were doing to check our own work. At no point before or during the repairs being made would there have been reason to check for this issue as it was not causing a concern, nor is it currently causing a concern. We are being honest in everything we have done for the clients to date.
  We will agree that the vehicle was running properly when first brought in, and it is currently running properly every time it has been to us. The complaint is not valid as a concern does not exist. We have replaced and warrantied parts and labor on numerous occasions to do everything we can to appease the client. It seems the only thing the client wants is a no cost repair.
  In closing we completely disagree with the statement that the client has a vehicle that has no value and does not run properly. The fact is the vehicle is running normally and in better condition than when first brought to us.
  Thank you

  Customer Answer

  Date: 01/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The business is again lying about the whole situation.  I was told the vehicle has a cracked engine block that should be repaired. They quoted me a $6,000 repair which was basically a total engine replacement.  I was also told it has a bad cylinder as a result of a leak down test. They now conveniently indicate there is nothing wrong with the vehicle.  There is still excessive smoke coming from the exhaust.   I am afraid to even drive the vehicle for fear it will break down at any moment.  Their excuses are an attempt to avoid providing the warrantee they promised on their repairs. Me nor my son have the expertise to make a decision on whether the head needed to be machined, that was the shops recommendation. 

  The only part of their response that is true is that my son was initially dealing with the shop. I had to become involved as they tried to take advantage of a young adult that does not have experience dealing with repair facilities.  

  I took a running vehicle to this shop and they destroyed the engine with faulty repairs. I deserve at a minimum a full refund for the repairs.  

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

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My journey at Pro began on 5/13 in ****** for RoadForce balancing; afterwards vibration I hoped would be cured was worse! I returned, spoke with ********** suggested having his **** expert" look at the car; we set a Tues 5/17 appmt 5/17 - Pro advised the ****** RoadForce machine was "out of calibration"; all 4 tires required rebalancing. No added charge BUT no printout of new results was provided. Test drive confirmed vibration was back to level prior to 1st balancing. **** ****** **** expert") concluded next step was to replace a "cracked" flex disc (new flex disk provided by me); subsequent test drive revealed no change & additional diagnostics necessary Post diagnostics Pro informed me;1) driveshaft center bearing was "bad"2) left halfshaft was "bad"Pro proposed replacing the "bad" halfshaft with a generic part & advised their driveshaft shop couldn't repair my driveshaft; we agreed I would source a new driveshaft. I wanted a *** OEM halfshaft, not a generic (Pro to supply). Pro subsequently advised me *** informed them halfshafts must be replaced in pairs to maintain functionality of the vehicle stability system. I began researching diagnosis of halfshaft condition focusing on movement shown in the video provided by Pro (supposedly) confirming failure; I learned that movement was NOT indicative of failure or even of wear!I retrieved my vehicle & a knowledgeable shop determined (in 20 mins & at no charge)1) Flex disc incorrectly installed (by Pro)2) Both halfshafts fine 3) Left tie-rod bad; source of steering wheel vibration 4) ********** center bearing fine; rear u-joint bad To summarize:a) Pro charged $75 for a faulty balancing, redid the balancing but didn't provide an updated result b) Pro charged $547.58 for faulty diagnostics & incorrect flex disc installation c) A generic halfshaft would compromise functionality of my vehicle stability system d) Acting on Pro's diagnosis would have cost $2,000+ MORE to replace good parts without fixing issue

  Business Response

  Date: 08/01/2022

  ******, Our manager has been trying to get in touch with you for over 2 months now with no response from you! Ignoring our communication efforts is not going to get this resolved in a timely manner. Had we know we had a problem we would be more then happy to work with you in resolving the issue! If what your looking for is a refund of services then there will need to be a conversation for that to happen. Please respond to our communication efforts so we can put this to rest.

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17638292
  
  I am rejecting this response because:

  A) Pro has NOT "been trying to reach me for over a month" - In fact Pro never responded to my 5/23 email or my 7/21 email - both attached.

  B) ***** post-service email sent to me by Pro was a "canned" follow-up marketing communication - Again they NEVER responded to either of my emails.

  C) Why would I return to Pro for further work when they clearly lack sufficient *** expertise?

  D) My 7/21 email to ***** clearly outlined my concerns and my requested resolution. ***** chose not to respond via email or telephone.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/02/2022

  ****** I do appologize however i have never received an email from you to date other than this complaint through the BBB. I can assure you had I received any communication from you i would have responded in a timely manner. We have also tried to call you today with no answer and a voicemail box that is still full and can not accept messages. I absolutly do want to make this rite however it is difficult to accomplish that through a third party. Please either call or stop in so we can get this resolved.

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17638292
  
  I am rejecting this response because:

  Pro Automotive is requesting I either "call or stop in so we can get this resolved" and contending resolution "will be difficult to accomplish through a third party".

  I disagree, Pro and I have each responded promptly to BBB notification confirming an efficient communication structure is in-place.  My BBB Complaint (and 7/21 email) clearly outline my concerns and my requested resolution.  I am willing to promptly respond to any questions Pro may have and and believe effective resolution is best accomplished via the BBB.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/05/2022

  I Understand your reasoning to resolve this behind a keyboard, However (1) I have never receiver your stated email to us on 7/21. lets also understand that your requested resolution is a refund which I am more than happy to discuss with you. However, (2) you paid with a CC and in order for use your CC to process this refund, we will either need the CC info or you to stop in to process. (3) I can not take any CC information though this form of communication to comply with PCI regulations. And our system does not store the info nor does it allow us to force a refund without the proper procedures one being having the CC info.

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17638292
  
  I am rejecting this response because:

  Pro's response states they are "more than happy to discuss (a refund) with you".

  Discuss what? Pro has yet to provide context.
  

  As per my prior responses, (acknowledged by Pro) I am not willing to engage in a verbal (undocumented) discussion of this matter. 

  The necessity of a conversation (in person or otherwise) to process a credit card refund becomes relevant only upon Pro's written (via the BBB) agreement to my requested refund. 

  I will call Pro to provide my credit card information once that agreement is in place.
  

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