ComplaintsforDobbs Tire & Auto Centers

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a oil leak, went to get it repaired, they changed the cover gasket, and now there are other sensors going off in the vehicle. They also left additional tools under the hood of my car.

  Business response

  01/25/2024

  To Whom It May Concern:

  In review - work order printed 1/23/24  2009 Pontic G6   176,585 miles
  check oil leak. We found 2 items to replace, valve cover gaskets and oil pressure relay switch. The oil leaks have been repaired.
  Mr. ***** came back to note a tool was left under the hood from our technician. The tool remained in the same spot from where the technician left the tool. Our store manager ***** ********** apologized for the situation and both the customer Mr ***** and ***** agreed no harm done. 
  Also there was an error code brought to the attention of the store manager. ***** then hooked up diagnostic equipment to survey the check engine light. We cleared the code and the code came back on.The code noted was possibly the instrument panel along with a few other possibilities. This was completed in the parking lot.  We would offer a free diagnostic ( $164.95 value ) to check and find the issue. When completing the repairs for the oil leak we remove the hard parts ( valve covers and pressure switch ) this would not entail removal of additional parts to create computer issues. We would complete a full diagnostic to share with Mr *****  at no cost and offer a repair estimate of what is found.
  Please contact the High Ridge store manager ***** ********** ************ to set up the appointment for the full diagnostics.  

  Customer response

  01/26/2024

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

  Customer response

  01/30/2024

  They said they fixed 2 things but I was billed for three. The air breather when they took it off is what ripped the wire going to the speed sensor.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year my wife went to the bobbs in fenton mo. She needed new tires. She dropped the car off and got a ride home with her mom while I was at work. When they went to pull the car into the bay they told her that it wouldnt start and need a new battery. So she let them put new battery in which she paid for and cost $200 on top of that the tires were 1000 . Throughout the year I notice that she kept needing to get a jump to start her car here and there through out the year. So yesterday Jan 22 2024 I decided to take the battery to ******** to get tested and they said the battery was bad. So we took the battery to ***** because its only been a year and the battery should be under warranty. When we got to ***** and told them what was going on they told us that they didn't sell the type of battery that we brought in. So we look at the receipt and he was right. I haven't looked at the battery until I had to take it out yesterday. So I told the guys at ***** that something isn't adding up. Long story short someone that worked there took the new battery and the good tire we asked them to leave in the car for a spare and put an old battery in her car. We can't prove that of course. All I can say is that I'll never shop at a ***** ever again. If a shop is working on you car check the work before you leave the shop! We got screwed but I hope this helps anyone from going through what we went through.

  Business response

  01/24/2024

  To Whom It May Concern:

  The Store Manager has spoken with The Thompson's and as a customer service, we have refunded the cost of battery.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I noticed the tire pressure light went off on my car yesterday evening. Since I purchased all my tires at Dobbs in ******** *******, I went there this morning (12/19)to have it checked. The young man checking the air pressure, said he saw a nail in one of the tires in the rear. I spoke to the man at the counter and he said they could fix it but it would be late afternoon. I stressed to the man that it was really important that I get the car back today. I am a senior citizen and I have an elderly mother that I need to take care of. They gave me a ride home. Five hours later when I didn’t hear anything I called . The manager said they had not even looked at the car yet and it would be later. I became concerned and had a friend drop me off at 5pm to check. They had still not seen the car. The manager was spending time with a younger man and seemed to be avoiding me. When I eventually got his attention I stressed that he had told me it would be taken care of today, if not, i could’ve gone elsewhere. He said it would be taken care of. I let my ride go home. Another younger man came in and said he had a blowout. I noticed the manager immediately helped him. He eventually told me 5:45pm and told me they could not repair it . The tread was too worn.and the Tires were the original tires I bought years ago and had over 80,000 miles. I told him that was not possible, he did not let me finish and said yes it is and walked away. I called my neighbor and she followed me home. I checked my paperwork andI’d replace the tires on April 1, 2021 and they only had 30,000 miles on them. There is no doubt in my mind they were taking advantage of me because of my age and being an older woman. I noticed he was very attentive to the younger male customers and was condescending toward me. I do need to be reimbursed for the tires. I purchased for 2021. The man admitted that the tires were not good and they are under warranty. I will have to spend another day getting this fixed.

  Business response

  01/02/2024

  To Whom It May Concern:

  The Store Supervisor has been attempting to contact this customer.

  Customer response

  01/02/2024

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

  I did respond to their request to discuss and have an email to support it. Since I filed the complaint, I went to my Honda dealer to look over my car. When I went to Dobbs, they told me I had a nail in my tire and my two back tires needed to be replaced. The tread was bad. The person working there was just not responsive and it was close to closing time. I went to my Honda dealer the next day. They looked at every tire, and there was no nail in any tire. The tread was fine. I do not need new tires. The actual cause of the low air pressure was due to faulty tire sensor. They fixed it and I’ve had no issue since. My concern is that Dobbs tried to oversell me something that I did not need. I am a woman who’s over 60 and I can’t get down on the ground to check out all the tires. I have to rely on mechanics to be honest and provide me accurate information. I am very disappointed in Dobbs, and of course will never go back there again.

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

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dobb’s Auto Care failed to uphold insurance requirements; failed to align the vehicle and charged monies despite my repeated requests for compliance.

  Business response

  12/18/2023

  To Whom Ot May Concern:

  In an effort to research this claim further,  I will need either an invoice number and or date, Or name listed on invoice. 
  Thank you. 

• Initial Complaint

  10/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **** **** ** ********** *** ***** is the location that I visited. I went for a oil change on 10/18/2023 and I made three stop before I got home. When I pulled into my garage there was a rattling sound. So, I called them and informed that there was a rattling that there wasn't before. The guy I spoke with hand the phone to the Supervisor and the Supervisor stated to check my oil. So, I checked the oil and the oil stick showed that I did not have the right amount of oil in my car. Then I told the supervisor there was no oil in my car and he said to check the oil again. So, I checked it twice and it was still showing the same thing. I informed him of this and he stated that he did not want me to drive it back and that he would send a tow truck come get my car. I informed him that I have been checking the oil in my car for seventeen years and I know the difference between clean oil and dirty oil. They came an hour later and they picked the car up and took it back to the shop. He called and stated that there was oil in the vehicle and my car was ready. I know what I saw. They sent a courtesy driver to come and pick me up and take me to my car. Then today I went to my local mechanic to see if he could find what the rattling noise was. He stated that my oil was not full and so he topped the oil off and they broke a clamp off around my muffle and that is what was making the noise. I am glad my motor did not lock up. I would like a refund in the amount of of $81.00

  Business response

  10/23/2023

  To whom it may concern,
  
  In reference to Mrs. *** *******’s concern stating no oil in car.  After a phone conversation the store had with Mrs. ******* they had decided to tow her vehicle to the store as a precautionary measure as Mrs. ******* stated there was no oil in the vehicle.  After receiving her car the Store Manager and Service Manager had inspected the oil they noted that the vehicle was at the proper level and there was no need to address anything with the oil.  We were never looking at her vehicle for a noise as she stated a clamp broken around the muffler.  That item has absolutely nothing to do with the oil change we completed for Mrs. *******.   As a customer satisfaction we had offered to refund Mrs. ******* for her half price oil change coupon, which was for $35.00.  She refused over the phone and did not wish for us to do anything further.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was lied to, neglected service, and threatened by this company and its managers. I will also potentially lose income from the neglect of service. Dobbs has refused to fix my car under warranty after I already signed a service report and they agreed to the services. They have completely ignored my Civil Rights because I disagreed with one of their managers.

  Business response

  09/29/2023

  To Whom It May Concern:
  Oakville Store Manager returned from vacation Thursday 9/28 he contacted Mr ******* ***** with his concerns.  Apologized for the situation. ******* explained he was upset with Service Manager and his attitude, Manager, explained the situation should have never grown to level and apologized for the situation. Danny then explained everyone from Dobbs and MR ***** apologized for the situation, ******* agreed to remove the 1 star review. The tire repair appointment is currently  being handled @ the Dobbs Sunset location. I have been in contact with the Sunset Hills Store Manager to handle the tire repair, I’m trusting Matt will handle with 100% customer satisfaction.
  
  **** Roedner 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our truck into Dobbs in Wentzville for ac issues. They replaced parts and we left and it was the same problem happening as soon as we left. We brought it back they replaced parts. Same issue when we left. We’ve been sending videos and messages for two years trying to resolve this peacefully. The videos clearly show the sound of the blower surging in and out. This is the problem we had when we first brought it in. I talked to the manager and manager of manager and said I want a refund as the problem isn’t fixed. The parts they replaced were not faulty because obviously we still have the same problem. Before the original repair I expressed that I did not think those parts need replaced. I’m tired of trying to contact this company. They want me to bring the truck back in. It’s been in 2-3 times already and I can’t keep going without my truck. I want a refund for the “repairs” made that did not change anything. This is obviously a misdiagnosis.

  Business response

  09/18/2023

  To Whom It May Concern:
  May 20, 2021, our team diagnosed and repaired 2007 Chevrolet Silverado with 157,982 miles needing air conditioner compressor / clutch assembly.
  June 5, 2021, (1,584 after repairs were made) customer reports air conditioning not cooling – intermittently. At no cost to customer, we diagnosed and replaced defective blower motor and resistor.
  Customer reports continued intermittent air condition inoperative. The previous repairs made are covered under our Fixed Forever Warranty. We have offered on multiple occasions to diagnosis, vehicles current issue at no cost. Our position remains, the repairs needed in May 2021 were required. A refund is not due. 

  Customer response

  10/05/2023

  We brought the truck in as *****

  \ says.  We paid $700 and picked it up.  It was not free.  We got 45 minutes down the road and it started acting up with the same problem we brought it in for.  We immediately called and emailed the video of the truck blower blowing intermittently and making a surging noise.  This is the same thing we brought it in for.  We brought it back 2 more times for them to try to fix it and the issue kept reoccurring.  I explained to them that I need my truck and can’t keep leaving it with them and after 3 times they hadn’t fixed it.  I’ve sent countless videos since then of it acting up for 2 years now and asking to be refunded for the work done because obviously those parts weren’t the problem.  Me and my wife have been passed around to several people in the company to explain the situation over and over again.  Each time acting like they never received videos and emails and explaining it’s been two years and there won’t be a refund and to bring it back.  I don’t want to bring it back I explained it’s been in there 3 times and I can’t just keep going without my work truck.  Obviously I need it and don’t have the time to go without it as I’ve dealt with the issue for 2 years now.  As of last week an employee of mine that works on our box trucks found the fix.  It was a $25 low pressure control sensor.  I would like the $700 refunded to me as it did not fix the problem and didn’t need those parts.  I expressed concern at the time of the original repair that those parts don’t need replaced.  I was assured that was the issue and would be fixed.  I dealt I’ve given dobbs plenty of chances to find the fix and have been more than patient dealing with this issue for 2 years.  I didn’t want to go this route as I wanted to give them a chance to do the right thing.  I own 3 companies myself and don’t like when people get hasty and file a complaint with the bbb.  I don’t think a refund is too much to ask.  I expect a refund by October 13th or I will be submitting this to small claims.  

  Business response

  11/22/2023

  To Whom It May Concern:

  As a good fair response, on October 9,2023 a check in the amount of $750.00 was sent to Mr W**** 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ORIGINALLY BROUGHT MY WIFE'S TRUCK IN TO HAVE A FRONT AND REAR DIFFERENTIAL FLUSH. I DISCUSSED PER A CONVERSATION WITH THE STORE MANAGER THE DAY PRIOR THAT I COULDN'T LEAVE MY TRUCK THERE FOR DAYS AND NEEDED TO SCHEDULE AN APPT FOR SAID SERVICE. HE REFUSED TO SET AN APPT STATING THEY DONT MAKE APPTS (HOWEVER IM A LONG STANDING PATRON OF ***** AND CAN ASSURE YOU THAT THEY HAVE IN THE PAST). HOWEVER, MR. NEILSON (PLS EXCUSE ANY MISSPELLINGS) STATED HE COULD HAVE THE FLUSH AND A SERVICE ENGINE SOON CHECK DONE THE SAME DAY SO I CONFIRMED A DROP OFF FOR THE FOLLOWING DAY. ON AUGUST 15th MY WIFE DROPPED OFF THE VEHICLE IN THE AM. I HAD NO COMMUNICATION WITH ANYONE UNTIL FRIDAY AUGUST 18. WHEN I SPOKE WITH ANDREW THE SERVICE MANAGER, HE DIDN'T EVEN KNOW WHY THE VEHICLE WAS THERE. HE PROCEEDED TO TELL ME THAT I WAS "SPILLING" OIL AND MY SUSPENSION WAS "SHOT." I WAS SURPRISED BECAUSE THE WEEK PRIOR WE CAME IN FOR AN OIL CHANGE AND WAS BACK AGAIN ON DOBBS' RECOMMENDATION THAT THE DIFFERENTIALS NEEDED TO BE FLUSHED AND THE TRUCK SHOWED NO SIGNS OF NEEDING SUSPENSION WORK. AFTER AN UNCOMFORTABLE CONVERSATION HE RECANTED HIS STORY SEVERAL TIMES AND CONCLUDED WITH A BALL JOINT NEEDING REPLACEMENT. HE TOLD ME AS A HUSBAND HE WOULD REPLACE THE BALL JOINT. I FELT AS IF I HAD NO CHOICE. I FELT PRESSURED BY THIS TACTIC. I BELIEVE THEY MAY BE PUTTING CUSTOMERS IN SITUATIONS WHERE THEY HOLD YOUR VEHICLE HOSTAGE FOR DAYS THEN CALL AND UPSELL WORK THAT MAY NOT EVEN BE NEEDED TO YOUR VEHICLE BECAUSE THEY KNOW YOU DESPERATELY NEED YOUR VEHICLE BACK. I AM NOT A MECHANIC TO TELL YOU WHETHER OR NOT WITH ANY CERTAINTY THAT MY BALL JOINT ACTUALLY NEEDED REPLACEMENT BUT I CAN TELL YOU WITH ABSOLUTE CERTAINTY THAT I HAD NO SYMPTOMS OF NEEDING ANY SUSPENSION WORK. WE SPENT CLOSE TO $1,000 ON A VISIT THAT SHOULD HAVE BEEN LESS THAN $300 AND DELIVERED BACK THE SAME DAY! I AM VERY CONCERNED THIS MAY BE A PREDATORY TACTIC USED FOR A CERTAIN DEMOGRAPHIC OF CONSUMERS FOR SEVERAL OF THEIR STORES.

  Business response

  08/28/2023

  To Whom It May Concern:

  I Have been in contact with Mr. ******* via email only.  Have left messages multiple times and yet to return my calls.  After reviewing over his concern.  We had serviced his vehicle on a mait item from prior recommendation, looked into a check engine light/rough idle issue, and replaced a bad ball joint which was safety issue.  The services that were completed were all approved by Mr. and Mrs. *******, per recorded calls.  I understand his vehicle had taken longer than anticipated, and apologized for that.  With that being said our location had taken in consideration of extended time and as a customer satisfaction had waived the diagnostic, completed and oil degrease and dye at no charge, changed oil again at no charge, only charged for one of the differential services which saved $131.95, and gave additional $25 off on the alignment performed from the ball joint replacement.  We are declining any additional refund at this time.  We had offered for Mr. ******* to bring the vehicle back in to any ***** locations if he isn’t happy with the current location and we would be more than happy to look at his oil leak that we put dye into the system at no charge.  Then would could determine what the cause of his leak.  Have yet to hear back from Mr. ******* at this time.

  Customer response

  08/28/2023

  I have included the email communications between Mr. ***** and myself since the origination of the complaint. Unfortunately, Mr. ***** refuses to acknowledge the scope and severity of the incident. In making a genuine effort for a resolution, I was met was inconsideration and resistance during my attempts. Mr. ***** has relayed inaccuracies about the details of the charges for the services rendered which are mentioned in detail in one of the email communications. At this point, Mr. ***** has refused a refund which was the resolve we were seeking so i feel no other direct communication with Mr. ***** would be productive. I am awaiting further instructions from the BBB on how to proceed.

   

  Customer response

  08/29/2023

  Complaint: ********
  
  I am rejecting this response because:  Mr. ***** refuses to acknowledge the scope and severity of the incident in question. He has not addressed the incident in its entirety once. In making a genuine effort for a resolution, I was met was inconsideration and resistance during my attempts. Mr. ***** has relayed inaccuracies about the details of the charges for and the services rendered which are mentioned in detail in one of the email communications. I have included the email communications between Mr. ***** and myself since the origination of the complaint. At this point, Mr. ***** has refused a refund which was the resolve we were seeking so i feel no other direct communication with Mr. ***** would be productive at this point. I will forward my concerns moving forward through the proper channels.
  
  
  
  
  Sincerely,
  * **** *******

• Initial Complaint

  07/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of Service 7/20/23-7/24/23 Dobbs Auto **** *** ** ********** * * ** ***** at 270 and Dun road Dropped 2005 Mercury Mountaineer off for wheel alignment and to check dome light. All four power windows were working upon drop off. They were unable to do wheel alignment without repairing front wheel bearing. So I cancelled wheel alignment and got a oil change only. Picked up vehicle on 7/23/23. Both the power windows and sunroof not working. Returned vehicle. Informed manager and sells representative that windows were not working upon pick up. They now want to charge an extra fee of $179.00 for a problem they caused and to replace a fuse.

  Business response

  08/07/2023

  To Whom It May Concern,
  
  ** ***** ****** *** had his vehicle in one of our locations recent. His complaint had absolutely nothing to do with prior visit.  We diagnosed his vehicle upon his request and found a blown fuse for the windows not working.  Replaced fuse and now all windows are working.  As a customer satisfaction we waived the diagnostic fee.  We handled his concern and addressed his complaint.  Vehicle has been picked up and off lot now. 
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to Dobbs for repair on this past Friday because it was accelerating and jumping forward. I was told it was an engine mount and it would fix both problems. This was told to me by ******* ****** the Service manager. I paid 713.00 for an engine mount and diagnostic. I picked up the vehicle on Saturday around 5:50. They closed at six and as I was driving it was doing the exact same thing I was told it was fixed for. I took it back on Monday morning and they rechecked it only for there to be way more problems that wasn't disclose to me at first with the diagnosis. I have paperwork that says totally different things from the same diagnosis. On Wednesday I spoke with ****** ******* and he said he listened to the call and I asked for them to check why the check engine light was on which is a lie. He was also rudely speaking over me taking up for the manager. He said he would refund the diagnostic amount and that's it. I've basically paid for services that I was told would fix this problem and it didn't. I was scammed out of a week's pay and I'm VERY DISSATISFIED. When I told him I wasn't brining it back he got nasty and said why should he refund me at all. I am totally disgusted considering I've been a customer for about four years now. PLEASE HELP!

  Business response

  07/26/2023

  To Whom It May Concern:

  ** ******* brought in a 2012 Chevrolet Surburban with 186,981 miles for check engine light on and jerking (original workorder ** ***** agreed to is attached). Upon inspection, our ASE certified technicians suggested left engine mount replacement to correct jerking (worn engine mount causes the jerking or thump on acceleration and deceleration). The engine light was on due as a result of oil sending unit has failed. Customer declined that repair and other fluid maintenance. ** ***** requested to have engine mount replaced and "she would see how it drove and return next Friday". Shortly after picking up vehicle, she is reporting it is "doing the same thing, truck surging and accelerating on its own". We diagnosed at not additional expense. The vehicle has an internal transmission issue, causing the transmission not to shift and or function properly in third gear. When vehicle was originally brought in, we had to start with the obvious issue for the compliant of jerking. In a effort to assist ** ***** we are refunding the original diagnostic expense ($149.95).Our position remains, the engine mount was worn and engine jerking as a result.  

  Customer response

  08/23/2023

  Both of the phone calls that I had with them were recorded, what they fixed on the vehicle did not fix the issue. When I spoke to the person in corporate office he was very disrespectful.  

  Business response

  08/23/2023

  To Whom it May Concern:

  Our position remains:

  ** ******* brought in a 2012 Chevrolet Surburban with 186,981 miles for check engine light on and jerking (original workorder ** ***** agreed to is attached). Upon inspection, our ASE certified technicians suggested left engine mount replacement to correct jerking (worn engine mount causes the jerking or thump on acceleration and deceleration). The engine light was on due as a result of oil sending unit has failed. Customer declined that repair and other fluid maintenance. ** ***** requested to have engine mount replaced and "she would see how it drove and return next Friday". Shortly after picking up vehicle, she is reporting it is "doing the same thing, truck surging and accelerating on its own". We diagnosed at not additional expense. The vehicle has an internal transmission issue, causing the transmission not to shift and or function properly in third gear. When vehicle was originally brought in, we had to start with the obvious issue for the compliant of jerking. In a effort to assist ** ***** we are refunding the original diagnostic expense ($149.95).Our position remains, the engine mount was worn and engine jerking as a result.  

*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. ↩