ComplaintsforTravers Premier Auto & Tire Service

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 18th I dropped my Cadillac SRX off to Premier auto night drop off. The next morning I called to make sure they had received the key. I spoke with *************** or *** to make sure they knew what I was looking to have fixed. I explained to them that I needed my car to pass states emission. I received a call later in the day explaining to me that I needed all O2 sensors replaced, a coil pack, a battery and a tire. At this point I was informed it would cost me 1800 and some change. I ask if they offered payment plan. I was told yes and a link was sent to my phone for me to register. After getting registered I was informed they would pay ***** and I will have to come up with the rest which was around ******. Job ok'd. While they were supposed to be fixing my car I receive another call saying I needed a starter ( my car was starting fine before they got it but claim it was old and rusted.) So I told them to go ahead and replace it which would cost me another ******. On 25th l was informed my car was ready for pick up. I went to picked my car up and was informed I owed 1300 I ask how was informed of taxes and card fee which card fee was ***** I opt to come back with cash. I picked my car up on the 28th later that night my engine light came back on so I called them the next day and was informed I needed to drive it for 100 miles then bring it back for them to find out what the issue was with the engine light. Now I'm being told I have to pay them ****** more dollars for them to fix the O2 sensors that were supposed to be fixed the first time and my car still will not pass emission which was the whole reason of them fixing it I'm not even sure if I really even got a new starter because there was nothing wrong with my previous starter, and on top of that They are saying I owe for another diagnostic test, the only reason I drove the car is because they told me be cause my engine light had not been off for 24 hours and it was back on.

  

  Business response

  05/21/2024

  My name is **** and I am the Service Writer here at Travers Premier Auto Service. ********************** dropped her 2011 Cadillac SRX to us with ******* miles on 3/19/2024. There was a check engine light on and we hooked it up to a computer and it had 12 different codes (P0050, P0059, P0137, P0151, P0152, P0153, P0155, P0157, P0300, P1153 and P2270). The service that ********************** approved to be done was as follows, fuel induction service, battery replacement along with battery fuse replacement, oil change, replace starter, replace oxygen sensor, replace ignition coil, and replace spark plug, this service was a total of *******. ********************** came back in on 4/3/2024 with a check engine light on again we hooked it to a computer and it came back with 2 new codes both for downstream O2 Sensors that were not replaced on the original repair order. ********************** refused service and we charged her a diagnostic fee of $139 which is our standard rate. We let ********************** know that her vehicle may continue to keep throwing codes because of the high mileage. If you have any questions, please feel free to reach out. 

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every time I take my vehicle to the shop they keep my car for over 30 days. I do not know what the situation is. This shop is affiliated with GMT Travelers Automotive this who I have my car warranty through. Since my car has been in the shop I have called the car dealership which is GMT Travelers Automotive to see if they would cover the cost of the repairs since I have a warranty with them. Every time they fix the car then something else goes wrong with the car. The last time I spoke with the business was this past Monday. My care is constantly in the shop. I would like for my car to repaired in timely manner.

  

  Business response

  11/20/2023

  My name is **** and I am the Service advisor of Premier Auto Service. We sincerely apologize for the delays in repairing your vehicle. Unfortunately, some necessary parts are currently on a national backorder, contributing to the extended wait time. Our team is actively working to expedite the process and secure the needed components as quickly as possible. We understand your frustration and appreciate your patience as we navigate this situation. If there are any further updates, we will keep you informed. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extended warranty when I purchased my 2022 Chevrolet Colorado. When my check engine light came on, I was required to take the truck to this shop for the repair. I dropped it off on a Friday, rented a car because a car rental was part of the warranty. After three days of no communication, I finally got ahold of the repair shop by stopping by the dealership where I purchased the vehicle and had them call the shop. I was then told that the warranty wasnt going to cover any of the repairs because the repairs were just routine maintenance totaling over $1200. With the repairs not covered by the warranty, neither was my car rental. They offered no apology or compensation for the lack of communication or the fact I had to rent a car because they kept my car for four days for routine maintenance. About 150 miles after having fixed my car and reset the check engine light, the check engine light came back on. I had another repair shop run the codes and they came back with a code that Premier Auto said they had fixed and a general catalytic converter code. I then returned the car to Premier Auto service. They had to run another diagnostic and charged me another $139, only to tell me it was a bad catalytic converter and needed to take it to a ***** dealership and they will replace it because its still under warranty. Had they figured out that it was the catalytic converter to begin with, I would not have had a $1280 bill and another $139 diagnostic fee.

  

  Business response

  10/20/2023

  on 8/21/23 ****************** called me and stated his vehicle has a check engine light on and he has a ext. warranty I explained to him that every vehicle that comes through our shop there is a ****** per hour check out fee if whatever i find is covered by his warranty they pay the checkout fee and repair he pays his deductible only. we checked it out and found codes p0302, p0304, p0306, all misfire codes, p0174 fuel trim lean b2, p0650 mil control circuit, p2099 fuel trim system to rich. informed customer he needed a tune up, intake gasket and a total fuel induction service cleaning out the carbon build up in his throttle body and fuel injectors. I called ******************** and explained to him what the vehicle needed and a price to do the repair also informed him that this is maintenance items, and his ext. warranty does not cover maintenance items. ******************** told me to go ahead with repair. we performed the tune up and total fuel induction service cleared the check engine light and test drove vehicle and no codes or check engine light came back on at the time of the test drive.  called ******************** and informed him his vehicle is ready for pick up. ******************** picked up vehicle and left. around 9/26/23 almost a month later ******************** called and said check engine light is back on. i informed ******************** to bring vehicle back in so we could scan code and also informed ******************** that the ****** check out fee does apply but if it's something that we replaced he would be under premiers' warranty and if it's something else could call his warranty and try and get it covered for him. ******************** dropped car off 9/27/23 we diagnosed. vehicle and only code in system was a p0430 which is a catalytic converter code. converters are never covered by any Ext warranties. informed ******************** that Ext warranty does not cover catalytic converters. but there is special coverage form ************** that it would be covered at any new car dealer under that warranty extension. he was charged the ****** dollar check out fee that was explained to him before dropping vehicle off. it was nothing premier did and not covered by his warranty.                          i also left ******************** multiple messages to call me back at premier while work was being done on his vehicle and left several messages that ******************** vehicle was finished and ready for pick up. 

   

  Customer response

  10/26/2023

  Complaint: 20677063
  
  I am rejecting this response because:
  
  

  The account of the business has some incorrect dates.  I picked up the truck on August 29 and the Travers Premier Auto repair shop let me know they had cleared all the codes and they didn't think it was the catalyic converter because the code (P0430) for that didn't come back on when they took it for a test run so they figured it was the maintainence that needed to be done. Within five days, the check engine light came back on.  Since I live 120 miles from Travers Premier Auto Repair Shop, and had to travel out of state for business, it took me several weeks to bring the car back.  In the meantime, I took the car to a local repair shop near my house and they ran a diagnostic for me for free and the codes that came back were:  P0174 and P0430, which were the exact same codes that the Travers Premier Auto Repair Shop said they fixed.  When bringing it back to the Travers Premier Auto Repair Shop, the shop said the only code that came back was the catalyic converter and that that part was under warranty by the manufactor and i needed to take it to a ***** Dealership and charged me again for th $139 diagnostic fee.  I am asking for the second disgnostic fee be reimbursed because a different  repair shop by my house runs a diagnostic and comes back with TWO codes and Travers Premier Auto Repair Shop only conviently comes back with only one and it's not something they can fix.  Had they realized that the catalyic convertor code was the problem, I wouldn't have had the $1280 "routine Maintainence" cost in the first place, which is why I am asking for at least 50% of the $1280 cost be reimbursed to me. 

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

  Customer response

  02/14/2024

  2/14/2024 PE:  Reached out  to the consumer via email to inform him that the case has moved to mediation; that I have been assigned as a mediator.  Asked for him to contact me either by phone or email.

  Customer response

  02/14/2024

  2/16/2024 PE:  Consumer picked up the check from the company.

  2/15/2024 PE: Emailed and left vm for the consumer.  Communicated to the consumer that the business is agreeable to the refund as long as he signs a release form.  Check to be picked up at the business and release signed there.  Asked for a return call or response to the email.

  2/14/2024 PE:  Reached out to the consumer and he is asking for a refund of the diagnostic fee.  Consumer responded and is looking fior a $139.00 refund.

  

  Business response

  02/14/2024

   

  2/15/2024 PE:  Business responded and agreed to refund the consumer the $139.00 for the diagnostic fee.  Requested that the consumer sign a release upon receipt of the refund.  Consumer to pick up check at the business location and sign the release.

  2/14/2024 PE:  Email to the address on the record to the complaint handler asking for a refund of $139.00 to cover the cost of the diagnostic.  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I don't know why I can't get a loaner vehicle when they say there is nothing wrong with my car. How am I supposed to get back and forth the work? After I get a new transmission I should have acceleration problems and the leak should be gone. I don't think the mechanic checked any of this. I need a vehicle they can loan me until my car get fixed.

  

  Business response

  06/15/2023

  My name is **** and I am the Service Advisor here at Travers Premier Auto Service. We are a service shop we don’t have loaner cars. We generally refer people over to enterprise or hertz. If you have any questions please feel free to call me at *************. 

  Customer response

  06/15/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  It is the shops mess up,for not looking over the vehicle longer and taking time to do so to make sure everything was okay
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This shop performed work on my vehicle without my consent. I took my vehicle to this shop on 4/10/23 and I was told the coolant control valve needed to be replaced. Considering I just purchased this vehicle, I informed the shop that I'm going to the the place where I purchased the vehicle first to see if anything can be done about this before any action is taken. I then received a voicemail from this shop 4/13 requesting to repair my vehicle. I called the shop numerous times but there was no answer so I visited the shop and spoke with a mechanic at the front desk to confirm that I don't want any repairs done. He assured me that everyone was on the same page. I received a another call and spoke with the employee by the name of **** ******* directly 4/17 and he asked verbatim "So we're not doing repairs on your vehicle correct?" I confirmed that yes that is correct, I'm not gonna have any repairs done. Ultimately, we were waiting on the manager to get back from his vacation. The very next day, 4/18 I was informed that repairs were already completed and I was extremely confused as to why, especially considering I just spoke with them 24 hours prior and re-confirmed no repairs were being done. The consent was never given to repair my vehicle so I visited the shop on 4/19 to get an understanding on what happened. I was told the work was completed on my car on 4/11 and I'm just now being informed of this a week later. I've spoken to the employees multiple times since then but no one mentioned that the job was done. The big question is why did you all ask if you could start repairs on my car 4/13 if it was already fixed on 4/11 (2 days prior to requesting repair)? The explanation I received was, there's "huge miscommunication" between the front desk and the mechanics. My main focus is how is the customer at fault for "bad communication" between your employees? They literally admitted that work was done without consent and I was held responsible to cover the cost.

  

  Business response

  05/22/2023

  My name is **** and I am the Service Manager here at Premier Auto Service. Generally when we order parts the customer is agreeing to fix the vehicle. Ms. ******* agreed to ordering the parts for her vehicle and the parts where then installed on her vehicle. The dealership called and paid part of her bill, it was originally $1200 and Ms. ******* paid $734.18. If you have any questions, please call me at ************. 

  Customer response

  05/22/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Hello ****, I sent you an email directly several weeks ago and received no response. In the email, I provided a voicemail recording of you all requesting consent from me in the voicemail. I visited your location multiple times and was told that you weren’t there. No consent was ever given to order parts nor operate on the vehicle. No consent was given at all. If it was easier to contact you, we could’ve discussed this directly. And also, 1,200  was not my total. At least, not the total that I was provided by your employees. All the information changes and it’s conflicting. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about October/December 2022 I purchased 2 vehicles from *** **** (a Travers dealership)(2020 Jaguar ****** and 2016 Range Rover *****), the 2020 Jaguar had a cracked windshield which was repaired by Travers Premier Auto & Tire (also a Travers entity), subsequently I noticed the Range Rover driving rough so I complained to *** who directed me to take it to Travers Premier for them to take a look at what was going on. Travers Premier discovered that it was driving rough due to a rear drive shaft being bad so it was replaced. As they were replacing the drive shaft they discovered that the rear differential was affected by the bad drive shaft so they started to replace the drive shaft. In replacing the drive shaft they ordered the requisite part from ***** ****** **** ***** dealership in ***** ***** MO. In replacing the rear differential they ordered the part from an aftermarket supplier that delivered the wrong part at least 3 times. On or about February 8, 2023, After approximately 2 months I go and pick up the Range Rover from Travers Premier only to discover the driver side windshield was cracked and as I drove away from their location the check engine light came on. The shop was very unprofessional and dismissive about the windshield but asked that I drop the vehicle off for them to review the check engine light. It is worth mentioning at this point that the Range Rover did not have a cracked windshield nor an active check engine light on when I dropped it off approximately 2 months ago. Also Travers Premier Auto & Tire gave me the run around. I reached out to managers at ***, ***** ****, *** ********, specifically to ***** ******** (do not know the exact spelling), as the person next to the owner. However I am yet speak with Mr ***** (other than a ***** at ***) concerning this matter. I attempted to speak with **** ***** (the head person at Travers Premier Auto & Tire) but he refused to speak with me (reasons given that he was busy running the shop).

  

  Business response

  02/28/2023

  My name is **** ****** and I am the ******* ******* here at ******* **** *******. We have addresses Mr. ********** concerns with the check engine light. We do apologize for the fact that the parts took so long to come in. We order our parts from a third party company and some times they do come in incorrect. AS far as the windshield I have attached the repair order and highlighted our terms at the bottom which states, "I agree that you are not responsible for loss or damage whatsoever to the vehicle or any articles of personal property or fixtures left in the vehicle in case of fire, theft, or any other cause beyond our control or for any delays caused by unavailability of parts or delays in parts shipments by the supplier or transporter." If you have any questions, please call me at ************. 

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took their 2001 Chevy Tahoe up there to have them check it out they said they were going to do a diagnostic on the vehicle and let me know what the problem is it took over a week for them to tell me that it was the antitheft system I paid 996. xx and drove it off the lot three days later it is back doing the same thing they call me this morning saying it needs a fuel pump. I ask if you did a diagnostic how come you didn't fix that problem instead of the antitheft. All I want is for them to give me my money back because there couldn't of been a diagnostic done.

  

  Business response

  04/07/2022

  My name is **** and I am one of the service managers here at Premier Auto Service. Mr. **** came in on March 31 stating that his car would run some days and cut off on others. We diagnosed that the reasoning was because his Anti-theft was on when you would stick the key in the ignition. The vehicle ran fine after replacing the anti theft and Mr. **** picked up the vehicle. Mr. **** ended up coming back in to us on April 6th and stated the vehicle was doing the same thing. We diagnosed that the fuel pump had gone out. The fuel pump will not cause your vehicle to not start up and then start up again. Once the fuel pump is out it's out. I tried explaining this to Mr. **** and he refused to take my advice. I told Mr. **** he could pick up the vehicle if he wanted and I would not charge him a diagnostic for this time. I know its a terrible coincidence but these are two matters that are unrelated. If you have any questions, please feel free to call me at ************. 

• Initial Complaint

  03/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I needed a car and on January 27, 2022, I went to Travers automotive and met *******, salesman. I told him my current vehicle was the only thing I had to use as a down payment. He used high pressure sales tactics and kept asking me for money. I called my friend and she spoke to the salesman and gave her credit card for $500. I was not given temporary tags. The bank called me and asked if I gave them $3,000. I said no, I gave $500 and my cars trade in value was $2,000. The bank said they did not have any of the paperwork from the dealership. The finance manager, Sean, called and was cussing at me. He was verbally abusive and was texting me and calling my job. I was so stressed by his abusive behavior. I was then told I was not approved because my credit score. I still have the car but I don't have the title because this business is incompetent. I am scared of them and I want them to honor their contract. They advertise that they will finance anyone regardless of their credit. This is supposed to be a business and they are treating people this way. They should have never let me drive off their lot with that car, but they did.

  

  Business response

  03/03/2022

  My name is **** and I am the Service Advisor at Travers Premier Auto Service. It sounds as if this complaint is for sales and not service. Ms. ***** has not been to our shop and we ask that this complaint be removed. If you have any questions, please feel free to call me at *************

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my vehicle to this company in October for repair of transmission and engine work. I paid $806 and picked up the vehicle. The very next day I had other problems that came up: my engine power was reduced. The engine kept shutting off in the middle of traffic; I didn't have this problem before. Three weeks later I'm having the same issues. On November 8, I took it back to them. I left the car there for one day; it was ready to pick up. $150 on top of towing fees. I'm back again with the same issues. It won't go over a certain speed. I have waited now for 3 hours for the car to be repaired.

  Customer response

  11/16/2021

  I have spoken with the business and it seems at this point my complaint has been resolved.

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