ComplaintsforKC Complete Auto Service

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I originally took my car to the North KC location for a simple adjustment and/or rotation to address slight shaking on the highway which they took care of for $30. However, within 2 weeks the issue had returned. When I took the car back, I was handed an estimate for over $2k worth of work including a new set of tires - replacing the set that had less than 20k miles on them. I paid for the tire replacement which I thought was unnecessary because the tires hadn't been used much and there was no need for tire replacement 2 weeks before. The car has less than 60k miles on it and the tires I had were replaced in 2021 - and paid $200 less in Los Angeles! They wouldn't address the previous issue or why none of the $2k worth of repairs weren't discovered at that time. Then I took my car to my regular mechanic who said the car didn't need any additional repairs. KC Complete Auto tries to upsell unnecessary services and scam unsuspecting customers. I'm turning in this complaint because I think what they did is predatory and unethical.

  Business response

  08/16/2023

  We stand behind our work, both completed and recommended. We would be appreciative of the opportunity to take a second inspection of the vehicle to confirm the findings from that day. We have another facility in Liberty, Mo if it is preferred not to return to the shop in the complaint. We can also facility picking the vehicle up. Please feel free to give us a call at 816-304-4475 if you prefer. Thanks  - *****

  Business response

  08/18/2023

  We guarantee our service work and recommend repairs. Should there be any issues we will take all reasonable actions to remedy any concerns, including reimbursement. We believe it to be reasonable to allow to us complete our own due diligence reviewing the recommendations in an effort to resolve a compliant. 

  Customer response

  08/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  only time will tell if my long trusted family mechanic is accurate vs your up selling incentivized employees - however your employees told me that I needed IMMEDIATE service on my car and over 1k highway miles later everything is fine without any service being done. 

  There is nothing that can be offered other than an apology and admitting that your employees upsell unnecessary services so future customers can be aware. 

  Regards,
  
  ******* *****

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle in to KC Complete Auto in Liberty, MO to have them look into my check engine light being on. They ran a diagnostic and told me what was wrong with it. Over the phone, a man named *** quoted me $435 for the diagnostic, an oil change, and the repairs to correct the check engine light problem. I agreed. When I took my vehicle back to have the repairs done, as I had to wait for the part to come in, *** told me the repairs alone would be over $400, not the including the oil change and diagnostic. When I asked him and the manager, *****, to honor the price I was quoted over the phone, they refused. I then told them I no longer wanted them to perform the repairs and I left. I took my vehicle to my ***** ******** **** and had them perform the repairs that KC Complete Auto said needed fixed in order to correct the check engine light. After Ford performed the repairs, the check engine light was still on. Therefore, the diagnostic performed by KC Complete Auto was incorrect. I called to ask for a refund for the diagnostic since I would now have to pay Ford for another one to fix the correct issue. I spoke to the manager, *****. He once again refused to refund my money and went as far as to say I must be hurting for the money since I was calling and asking for it back. His tone was very condescending and he said he could refund the money if he wanted to, but wouldn’t.

  Business response

  10/05/2022

  We guarantee our repairs and/or services. Should there be an issue with workmanship or parts we make every effort to repair or replace at no cost to our customers. This includes offering refunds for services in question. We simply request the opportunity to inspect and confirm the issues of concern before proceeding with refunds. These followup inspections are also at no cost to our customers. Should we identify an error on our part a refund would be immediately provided after inspection. 

  Customer response

  10/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  When I called to schedule an appointment for my vehicle, *****, the service advisor, said they didn’t have a technician available for a week. When I asked to speak to the manager’s supervisor, he told me he would not give me that information and then proceeded to tell me that he was going to “play dumb” as to whether or not he knew the name of the supervisor. Very poor customer service as they seemed to go out of their way to agitate an already upset and dissatisfied customer. 

  
  Regards,
  
  ******* ****

  Business response

  10/18/2022

  Though expectations have been unreasonable, we still apologize we were unable to meet and exceed those expectations. At this time it appears all parties will be better served doing business elsewhere.  

• Initial Complaint

  07/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  over the past several days I've been dealing with a car tire warrantee issues. I was referred to KC Complete by ********. KC Complete asked that I drop off the tire & wheel so they could inspect the tire for ********. They would not quote a price until inspection. (dropping off tire turned out to be part of the "bait".) After KC had my tire they then quoted me a tire cost that was actually one of the highest in the nation. I was willing to accept that price because ******** was paying a large portion. KC also quoted me the portion that I was to pay $196 & change. Days later they called stating the tire was ready for pickup. I went to pickup within a few hours, upon entering KC I was greeted & then informed of the "switched" price, a price that was never quoted or discussed. When I asked why there was such large increase in price the lady behind the counter became irate & forceful. Upon hearing her angry aggressive tone I asked for a manager, the manager was of the same disposition as though they were pros at being in this scenario (bait & switch). At that point I made very clear I would not be doing business with them & asked that they return my wheel. They became even more irate & kicked me ouwt of the store.

  Business response

  07/27/2022

  We have made several unsuccessful attempts to contact the customer in regards to picking up his wheel. The difference in the totals the customer is concerned with is sales tax. There has not been a switch in price, however $19.46 in sales tax is to be collected. 

  Customer response

  07/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *****

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/26/2021 10:05 AM - Invoice ******** my 2003 Cadillac CTS V6 3.2L Eng was to be repaired due to having coolant leak at cost of $1,124.56. Include new lower/Upper hoses, R&R Radiator, coolant system kit total parts cost $616.72 and labor costs $439.79 with shop fee $24.63 and tax $43.42 total bill $1,124.56 paid by ****. Was told by ******* that the work was guarranted for 90 days parts and labor included. ******* the manager said if it leaks bring it back. I discovered that when shop fixed the leaks the first time they did not do a pressure test on the system and was concern that it could still leak but told me that the vehicle was repaired and ready for pick up on 8/26/2021. On 9-03-2021 returned vehicle to KC Complete Auto Service due to coolant leak. On 9-08-2021, Technician **** called and said they missed replacing a coolant hose and that they now need to R&R Intake Manifold gasket Set upper, Heater Hose parts $120.42 and Labor 143.94 shop fee $7.94 and tax $10.79 totally now (second repairs) $283.09 bring total of two repairs $1,407.65. The technician said they could not locate a new hose that bends 90 degrees so they will improvise and make a hose by forcing it to bend 90 degrees. This may or may not work. The car was picked up from shop for a second time on 9/8/2021 and I was told the leaks were fixed but less than a week later it was returned to KC Complete Auto Service due to coolant leak again. I contented that since KC Complete Auto Service promised me two times that the leaks were fixed I putt my trust in them was a mistake. They never fixed the leak and it caused more expense and problems. Had to bring the car back to them a 3rd time but now ******* said it need a motor due to head gaskets leak caused by coolant leak so car remained w them until ******* & staff threatened to have it towed on Monday. They were to locate a used motor but make zero attempt to resolve problem. If they repaired Coolant leak 1st time than no need for a used motor.

  Business response

  12/08/2021

  The customer brought the vehicle in on Sept 20th, 2021. At that visit it was discovered that the vehicle needed major engine repair or engine replacement. Shortly after, the customer removed almost all the belongings from the vehicle. We were unable to contact for over 60 days after that. At that point we assumed the vehicle had been abandoned and made a final attempt to reach the customer via text and stated if we did not hear from them we would have no choice but to consider the vehicle abandoned and have it towed off the property. The customer responded to that text and had the vehicle removed from the property. 

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