ComplaintsforAutostream Car Care Center

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I’ve been taking my vehicle back and forth for over six months now to have the same issue resolve which is my engine light. Each time I take my vehicle in I’m told it could be 101 different problems for why the engine light is on and then I’m ask to fix things that don’t solve the problem. Over $7,000 has been paid to fix my engine light and it’s still not resolved. Twice out of the ridiculous amount of times I’ve had to go to this shop I’ve pulled off and the light would come on almost immediately. I mean right after paying the outrageous bill I have to turn around and come back and say the engine light is still on for them to say it must be something else when can you drop off. Having to go back and forth has cost me many missed work days and additional money. I have plenty of paperwork to show the back and forth of this unresolved issue. I just want my vehicle fix and not temporarily turned off to shut me up. This is what it seems is being done because there is no way my vehicle was test driven if soon as I leave it comes back on. I’ve also failed emissions once due to this issue and recently gave inconclusive and was told that someone may have just turned light off since I had catalytic converter replaced. I’d go to a new mechanic but I’ve paid them so much money I don’t see how it would be fair to go some place else and have an already paid for issue resolved for a new payment. I’ve even applied for a credit card they recommended because they keep asking for not me and more money to not fix my problem which is my engine light. I’ve had my car scanned by auto zone and advance auto to research codes which I’ve told them and they always say they have to scan them selves and put the car on the lift. I’m just asking for a resolution to my issue. Either fix the problem themselves or pay to have someone else fix it with the money I’ve paid. I e been dealing directly with Joe.

  Business response

  05/16/2024

  Dear BBB,
  
  We are writing in response to the recent complaint filed by our customer, ****** ***, regarding their experience with AutoStream Car Care Center. Firstly, we would like to express our gratitude for the opportunity to address this matter through the Better Business Bureau.

  Upon receiving the complaint, we immediately took action to rectify the situation. Despite our best efforts, we were unable to establish contact with our customer, ****** ***. However, we are fully committed to resolving the issues they have encountered with their vehicle as soon as possible.
  
  We would like to request your assistance in facilitating communication with the customer. We are eager to engage in a productive dialogue to better understand their concerns and swiftly address any outstanding issues with their car.
  
  Furthermore, we would like to assure the Better Business Bureau and ****** *** that we take all feedback seriously and continuously strive to improve our customer service practices.
  
  We kindly request your support in reaching out to the customer, ****** ***, to schedule a discussion at their earliest convenience. Alternatively, please advise us on the best course of action to ensure a resolution to this matter.
  
  Thank you for your attention to this matter, and we appreciate your assistance in facilitating a resolution.
  
  Sincerely,
  
  AutoStream Car Care

  Customer response

  05/16/2024

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

  No one has reached out to me. We communicate via text and I haven’t received one. If they are saying they’ve contacted me and I’ve been unresponsive please supply that document. They did look at my vehicle again and stated nothing was wrong and I’ll be retaking the emissions again tomorrow in hopes to pass. Nonetheless the issues I brought vehicle in for is still persisting.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  12/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my car to The Autostream Car Care Center at 9126 Harford Rd, Parkville, MD 21234. They sent me a report of their findings and recommendations. I spoke to the office and they assured me to get 3 of the the maintenance needed done to get the car back in operation. The 3 maintenance cost was over $2k. After the repairs, the car started to exhibit the same symptoms within a week. I contacted the office and reported that the issue persists. They advised me to drop the car off for another diagnostic, so I did just that. After the second diagnostic, they sent me an estimate of another $7k to fix another problem. This is a new problem that was not discovered in the initial diagnostics. Since they assured me that the discoveries from the first diagnostic would resolve the issue, I agreed for them to do the maintenance. Now they are expecting me to pay another $7k to fix the car. I asked why they did not find the problem the first time, but instead, they misdiagnosed the initial problem which cost me over $2k. They said, "No mechanic would have been able to diagnose the issue on the first diagnostics." If that were true, why did they recommend the 3 maintenance to fix the issue? The car is only worth about $6k. Why would I spend all this money to fix it? I am highly disappointed with this experience. Moreover, if you assured me that the first maintenance recommended would resolve the issue but it did not, how can I be certain that the $7k maintenance recommendation would alleviate the problem? It would be more palatable if this business charged me for the labor on the maintenance since they took the time to do the work. But they should at least refund most of my money. Instead, they want to charge me even more money to try to fix the original reason why I brought the car to them.

  Business response

  01/09/2024

  The following was provided to BBB via direct email from the business:
  

  We reached out to *** ******** about his complaint with AutoStream Parkville to try to resolve his situation.  We talked to him last week after receiving the complaint and tried to resolve the issue he is having; bringing down the cost of the repairs to a more reasonable amount and almost at our cost to do the repair.  He told us he would reach out to us after taking the car to the dealership for a second opinion, so we could figure out the best course of action to take care of his situation and get his car back to a good running condition.  We have attempted to reach out to Gil last week and this week (Wednesday, Thursday, Monday, and Tuesday) with multiple calls and texts to see where we stand in resolving the complaint and have not heard back from him.

   

  In summary, we are going above and beyond to resolve the situation with the client and only need communication to further execute our plan to further assist him.

   

  Please let me know if you have any questions or need any further information.

   

  Thank You,

   

  Business response

  01/09/2024

  Dear BBB,
  
  We are writing to provide our official response to the BBB complaint filed against AutoStream Car Care Center. 

  First and foremost, we would like to express our gratitude for the BBB's role in facilitating communication between businesses and consumers. We take all complaints seriously and view them as opportunities to improve our services.
  
  Upon receiving this particular complaint, our team conducted a thorough investigation into the matter. We have carefully reviewed the details provided by the customer and have made every effort to address their concerns. Our commitment to customer satisfaction is paramount, and we take pride in our dedication to resolving issues promptly.
  
  In response to the most recent concerns raised by the customer, we would like to highlight the steps we have taken to address the situation:
  
  1. Investigation: Our team conducted a detailed investigation into the customer's complaint to understand the root cause of their concerns.
  
  2. Communication: We have maintained open lines of communication with the customer throughout the process, ensuring transparency and addressing any questions or additional information they provided.
  
  3. Resolution Attempts: AutoStream Car Care Center has made sincere efforts to find a resolution that aligns with our commitment to customer service. However, despite our best efforts, it appears we have been unable to reach an agreement with the customer.
  
  While we regret that we have not been able to resolve the matter to the customer's satisfaction, we want to assure the BBB that we take this feedback seriously. We are committed to continuous improvement and welcome any further guidance or recommendations that may assist us in enhancing our customer experience, and we remain open if the customer has a change of heart and would like to accept our offer.
  
  If there are additional details or specific information that the BBB requires from us, please do not hesitate to let us know. We appreciate your attention to this matter and remain committed to upholding the highest standards of customer service.
  
  Thank you for your time and consideration.

  Sincerely,

  AutoStream Car Care Center

  
  

  Customer response

  01/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: Again, this business is asking me to bring the car back to their shop to correct the problem, but at an additional cost of $1,800. When I first reported this issue, they quoted me roughly $6,900 to fix the problem after spending $2,197.36 for the initial maintenance. After several back and forth phone calls with this business, they magically reduce the cost to fix the issue to $1,800. In my opinion, this is a clear sign of deceitful business practice. They only decided to resove this issue because of this complaint. Otherwise, they were set to charge me $6,900 if I had elected to go forward with the maintenance. Please tell me how you can magically reduce a $6,900 maintenance down to $1,800? It is simply absurd! I do not have any intentions of having this business touch my car again. They a simply dishonest and, they are only interested in extorting more money from me. 
  Sincerely,
  
  ******* ********

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was serviced on 9/11/23 at AutoStream Car Care Center located at 9629 Reisterstown Road in Owings Mills, Maryland for a faulty ignition switch. When I picked up my car the next day, the car started, however it stalled shortly afterwards while enroute to my home. I immediately called AutoStream to inform them of the situation. They requested that I have my 2006 Chrysler PT Cruiser towed to them and they would pay for the towing service. When I picked up my car for the second time, it was not operating. My second trip, AutoStream quoted me $460 to replace the ignition switch and at this time the technician informed me that the first time they replaced ONE wire that was tangled in the ingnition switch. I just paid $474.12 two days prior for which ONLY $5.00 of that went to parts. I feel as senior citizen they took advantage of me for their financial gain. I had to get my car towed to a honest and reputable mechanic for him to make the initial repairs at a fraction of the cost AutoStream charged me.

  Business response

  11/13/2023

  We have worked with the customer and have resolved their complaint.  Please remove.  Thank you.

  Customer response

  11/14/2023

  I have reviewed the response made by the business in reference to complaint ID 20726440, 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. ↩