ComplaintsforKirksville Autoworks

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday July 14th 2023, I had a scheduled appointment at Kirksville Autoworks for an vehicle oil leak repair and was told an estimate for the fix would be around $100 during my oil change prior a few months back. They said they would keep the estimate on file, I received no documentation for the estimate. I live 4 hours away during the summer and only go to school in Kirksville at ****** ***** *********y. I had planned to be in Kirksville this weekend and scheduled this appointment a month in advance to repair the oil leak. They said the repair would take 2 hours, and when I dropped my keys off I asked “This is going to fix the oil leak right?” and the man at the front desk said “Yes it shouldn’t leak anymore”. After the appointment, my total was $244.22 and the oil leak was not fixed. They replaced unnecessary parts such as the spark plug, claiming that my mother called them requesting this replacement, which she never did and has phone records to prove this phone call never even occurred. I was never asked or informed about the spark plug replacement until after I paid and saw the receipt. They refuse to give any partial refund and I can not bring the car immediately back there due to living 4 hours away, and would be spending even more money to go there for them to only “take a look at it”, offering no reassurance to fix the issue. The business is now suggesting taking the car to another car shop near my home location because they believe one of the car parts they replaced is faulty, leading to additional car repair costs. I won’t be in Kirksville for another month, and would have been more than willing to come then, but I do not find this business trustworthy after this service. I am requesting a partial refund from the company for the work they performed on my vehicle that was not authorized.

  Business response

  07/19/2023

  1. the repairs on the invoice that Ms. ******** provided with her complaint do state the work that was done on the 7/14/2023.

  These repairs were discussed with her prior to the work being done.  It is against or shop policy to give out any estimate that are vague numbers for example : around 100 dollars. Ms. ******** called the mourning of July 17th telling us that she still believed that her car was still leaking when she got home, due to drops left where she parked.  Our service writer encouraged her to come back so we could see from where it was leaking ( the car has over 213353 miles on it ).  She let us know she was 4 hours away and that she wouldn't be back until next month. Our service writer told her we would have to see the car to see if the part failed to move forward. Ms. ******** said she would call back. This I think is where things broke down. Our service writer should have called me, and he did but not until Ms. ********'s father called the shop berating our service writer and demanding money back. Our service writer informed Mr. ******** that the owner of the shop was out of town and he would speak with her about the matter as soon as she returned. This is when the threats from Mr. ******** started.  He then called our shop back to back closed to 20 times, Our service writer would pick up and no one was there.  The last phone call that he did get connected Mr. ******** demanded money, and gave an ultimatum that it would be by closing time or he would begin to call his lawyer, local tv, social media (which he did join a local social media talk group and begin to slander the shop having never been a customer), and the BBB to close our business down. None of which our service writer had the authority or means to do. Also our service writer tried to inform Mr. ******** that because of our status as a certified repair shop that we are part of a network of shops nation wide and he could get the car looked at locally at no cost to her. He put the wheels in motion for that to happen with our local parts supplier. But Mr. ******** was not hearing or didn't want to hear this over the yelling and interrupting  on the phone.  After being yelled at and called 18 times back to back our service writer stopped answering his number.  The matter can still be resolved.  We would prefer to talk with the actual customer Ms. ********.  We have always taken good care of our customers. But there is a process that needs to happen to find out what happened, Either, part failure or labor failure, or if there is a leak that is somewhere else.  All are possible, and to ensure that we can avoid things like this we need to understand what happed and not give money to an angry man. We would be happy to explain how the nationwide shop network works to Ms. ********.    

  Customer response

  07/19/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** ******* * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  Regards,
  ********* ********

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was stolen and later impounded by the state highway patrol at kirksville autoworks. They refused to release the vehicle until trooper ****** contacted them to let them know it was alright for it to be released. It took almost a month for this to happen and now they won't release the vehicle to me until I pay the $2200 bill. However I was not allowed to retrieve the vehicle while the bill was much lower because they wouldn't let me.

  Business response

  09/13/2022

  We received the vehicle in question as an impound on August 4th as requested by the Missouri
  Highway Patrol. We were instructed not to release anything out of the vehicle until their hold
  was released as it was being held for evidence. Per the Highway Patrol’s policy the hold can
  only be released by the officer that put the hold in place. The officer that did this was
  out-of-town and in training so the hold was not released until August 23rd. Once a release is
  given, the only person that can pick the vehicle up is the registered owner. In the meantime,
  we had 3 different people call into our shop claiming to be the owner of this vehicle. None of
  whom matched the registered owner that is listed on the paperwork given to us by the Highway
  Patrol. As unfortunate as it is, during this process the bill does go up in storage every day. This
  is the same with any vehicle that is brought in as an impound. What was not stated in this
  complaint was that while the bill amount given on September 2nd was $2175; they were also
  told that we would hold the storage and cut the storage price in half to try to help them out.
  They would need to produce documentation that they were the registered owner and a photo ID
  along with the payment.

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