ComplaintsforMaine Auto Service

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my dodge truck in on 12/05/23 to specifically get brakes worked on plus any other issues. Everything goes smoothly got my truck back in a week. Less than a week of getting my truck back the brakes go. This is after a full brake inspection. Bring it back again they do the brakes. I get charged not only for the initial inspection but also for there s**** up and not attention to detail.

  

  Business response

  01/16/2024

  On December 5, 2023, we replaced a rear brake hose and completed a flush of the braking system fluid. The hose was severely corroded, and replacement was necessary in order to satisfy the requirements of the Maine state inspection. When the vehicle left our shop, the brakes were working correctly, as the customer stated. Subsequently, a front brake line failed, and the customer had to return for additional, needed work. This line is located up inside the front fender area, behind the fender liner, and is not readily visible. (It's helpful to note that this is a 20 year-old vehicle, with over ******* miles, and much of the underside is extremely rusted and corroded.) Upon replacing this front brake line, it became apparent that the front calipers also needed to be replaced because the bleeder screws on both calipers were frozen, and we could not exchange the brake fluid without making this repair.
  
  We sincerely regret the customer's inconvenience in having to return for additional service. We were truly trying to be helpful, and respectful of their situation. In the end, all of the service we completed was necessary and proper, according to national industry standards, we stand by our work, and we do not believe any refund is warranted.

  Customer response

  01/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  I'm not satisfied with the response. Regardless of how old the vehicle is, I took it their for a brake inspection. To say that it's out of view not my concern. My concern is that I bring it too your guys establisment to get brakes fixed. Brakes fail in about a week. After supposedly getting them inspected and passed. Then having to bring it back to get brakes worked on again. I don't see how you value customer satisfaction when you say you fixed and didn't see any issues, and then they fail. I shouldn't have to pay twice for the something that shouldve been addressed first time bring truck in.
  Regards,

  ******

   

   

  

  Business response

  01/17/2024

  The customer did NOT pay twice for the same work.  It was DIFFERENT service that was performed during the second visit.  This was additional needed work, based on the condition of the vehicle.  We do apologize for the customer's inconvenience at having to return, however, the work we performed was necessary and appropriate, and we stand by it.

  Customer response

  01/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

  I'm not satisfied with the the service because I paid twice. They say it was for two different things but as you can see on the recipts it's the same thing. Full brake inspection involves everything else on the second reciet. I would like too not have to pay for two services for the same issue. They obviously. Do not understand what a full brake inspection entails. Regardless of that I went for my brakes and in a week brakes fail. Maine Auto Service trying to blame it on the age of my vehicle makes no sense. If they couldn't see in the area they didn't do their job. 
  FAQ
  Regards,

  ******

   

   

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was serviced at the Scarborough Maine location for a rear brake issue on 6/30/2022.When I dropped the car off there was a pair of prescription Ray *** sunglasses in the overhead glasses compartment. After I picked up my car I noticed the glasses were no longer there. I contacted the location to ask about the missing sunglasses and was told they would look for them. After not hearing from them I email the business on their web site. I received a phone call later that day and was told by the person that I must have misplaced them. When I explained that was not possible he got very angry, told me they aren't thieves and that it was my mistake.

  

  Business response

  07/08/2022

  At Maine Auto Service, we take great pride in the high level of customer satisfaction we have been providing for over thirty-four years, and it is very regrettable when we have a difference of opinion with any customer.  Unfortunately, in this case, there isn't much we can do.  The customer may legitimately believe we took his glasses, but we did not.  There is no reason why any of our employees would have taken his prescription glasses, and there is no evidence that anyone did.  No one likes to be accused of wrong-doing, and we stand by our long-held reputation for honesty and integrity.

  In addition, our work authorization form specifically states that we are "not responsible for loss of articles left in the vehicle."  All of our employees were questioned about this matter, particularly the technician who worked on the customer's vehicle, and there is no basis for accusing anyone of any theft.  We regret if the customer does not agree, but that is our position in this matter.

  Customer response

  07/08/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As I stated the glasses were in my car when dropped off and after picking the car up they are missing. The fact they have a clause saying they are not responsible for items left in the car speaks volumes to their business ethics. But since it is my word against theirs I guess it will have to be ****** learned.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  07/15/2022

  Again, we regret that there is a difference of opinion on this matter, but there is no further action that we can take.  Thank you.

  Customer response

  07/18/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not satisfied because there was no resolution, but since the business obviously won't be reasonable and replace the missing item, no further action is possible. I will have no dealings with this business in the future and will recommend the same to family and friends.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/27 I utilized Maine Auto Service in *************** to replace my A/C Compressor and Serpentine Belt. The work was completed on 5/27 and cost me $1219.18 0n 6/18 my truck broke down in the middle of the highway in ************ in the middle of the night. The culprit, was a snapped Serpentine Belt. I am moving to North ********, so I had nowhere to stay and this was causing a delay in my drive.I towed my truck to the only open location on that Saturday night. The mechanic replaced the belt, noting that it looked old and that it was likely the original belt. He also diagnosed the problem and said it has snapped because the A/C compressor was faulty and advised that I not utilize the A/C until I can have it replaced. I have contacted Maine Auto Service, and they also confirmed over the phone that it was likely a faulty part. They said that if I was in the area they would just replace the part at no cost. Since I am not in the area that is not an option. I have to replace the A/C compressor AGAIN now, which will cost me around the same amount (a bit more actually). All I am requesting is that Maine Auto Service refund me the $1219.18 for the work that they did and they are refusing to do so. Not only did they cause my vehicle to break down, but it could have overheated and ruined my engine. It is hypocritical to say if you were in Maine we would just replace the work, but since I am not they will not refund me. They are essentially discriminating me because of my location and not treating me the same way they would if I was down the street still. It would be nice if not only would I like them to refund me the work, but I would like them to pay the difference for what it will cost me to fix my vehicle that THEY BROKE. If I had just not had them replace my A/C in the first place, I would have never broken down.

  

  Business response

  06/23/2022

  We spoke with this customer on the phone and said that, while our warranty is good at any of our six locations, we would still be willing to honor it, even though he is out of state.  We asked him to send us a copy of a repair order indicating which part had failed, why it failed, and any other issues that *** have resulted, so that we could investigate the matter.  We apologized to the customer and explained that we would not be able to issue a full refund, merely based on his phone call.  We informed him that we would need documentation from a reputable service shop, so that we can understand exactly what happened.  We also need this information in order to notify our supplier about any faulty parts issues.

  The customer emailed our office on Wednesday, June 22, at 3:43 pm, and filed his complaint with the BBB at 8:08 pm that same evening.  He didn't even give us an opportunity to respond.  Instead, he has threatened us with legal action, and negative "social media" activity.  

  Maine Auto Service has been in business for over 34 years, and we take great pride in the high level of quality service we provide to our customers.  We have an A+ rating from the BBB, and we take all concerns and complaints very seriously.  As I said, we will be happy to help ********************, as best we can, however, we need some documentation in order to move forward.  We have made this request to him and are waiting for a response.

  Thank you for your assistance in this matter, and we hope that we can resolve it quickly and amicably.

  ***********************, Maine Auto Service

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