ComplaintsforUS Automotive, Inc.

• Initial Complaint

  01/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  10-10-2023 I paid U.S Automotive $1,818.64 for labor, oil pan, oil pan gasket. 12-12-2023 I paid ****** **** $169.97 because of U.S Automotive. Overall they failed to fix an oil leak and cost me around $2000. I put a full report in a work document attached below. I also have left reviews on facebook and google about my problem. The document below goes into way further detail about this situation.

  Business response

  01/22/2024

  We were very clear with you about this vehicle that is older with over 300,000 miles and from 2000. We said this vehicle could have issues, which it did. We fixed the oil leak and drove it over 80 miles without a leak or problem. When we gave it back to you, it worked and when you noticed the oil leaking again, we said we would be happy to look at it again (which we do for many of our customers at no charge). You refused. Instead you took it to the dealer who found other issues beyond the oil leak. When customers come to us with a vehicle issue, we take care of that issue and don't do a full vehicle work-up unless we see a big need to. We have offered several options to you and are willing to try to make this right. We've even offered to buy the vehicle from you for fair market value so you can get something else with not as many repair issues. Let us know how you would like to proceed? 

  Customer response

  01/24/2024

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

  One, U.S automotive never offered to buy my vehicle nor do I want them to and am baffled to here this response.

  Two, my truck is not over 300,000 miles but actually at 155,000 miles on the vehicle. This truck also has a newer engine with less than 40,000 miles on it in which Terry was aware and even mentioned it to my knowledge the first day I brought the truck in. 
  

  Three, I originally took the vehicle to the dealership to have them fix it, they messaged me and told me in person that they do not want to touch my vehicle due to U.S Automotive's repairs. I do not trust U.S Automotive to try and repair my vehicle now for the fourth time. When they try and repair my vehicle it takes a long time and I am usually waiting a week to two weeks before I get my vehicle back. I could have easily took my vehicle some place else and got my vehicle back in a matter of two to three days. I have been dealing with this company for a matter of months and they have wasted my time long enough. 

  I will not negotiate with any of these offers made by U.S Automotive other than my money back. I have tried with his previous offers and they are not plausible. 

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

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to us automotive this morning because my **** yukon denali would not take in gas without spitting it out of the tank. It would take me awhile to get gas in.The guy insisted i get a hard diagnostic,i didnt ask for it but assumed he had to have one done befor he could proceed to repair the problem.So he then stated that a diagnostic had to be done and that it cost ****** dollars.I guess there is a tax because i ended up paying 156.00dollars for the hard diagnostic.So then the guy runs ******** and the results he gives me is one peice of paper saying tests and verify fuel issues tech found char o coil canister /evap vent solenoide he then stated to me that he could fix it for 668.00dollars plus tax.I then asked him will he deduct the ****** from the total,he said no i wouldnt have to pay the ******.So he said,668.00dollars plus tax would be the charge for the job.I told him that i couldnt afford all that right now,and i gave him the 156.00dollars for ********.He seemed agitated by me not getting it done.So he called the tech to the front and told him just put the canister back on he aint getting it done with an attitude, i felt.I then asked him why he had to take something off for,he said it was some pebbles orsomething in the canister and that it would be an additional400.00and something to clean the stuff out plus tax before he could fix the problem im heated now,because im feeling like he is just adding stuff while he is stressing the plus tax .So after i pay he hands me one peice of paper and tells me to have a nice day to me very sarcastically,i then ask him,where is the rest of my diag because he has dismissed me basically the tech finished putting back on whatever he took off and brought me my keys then the guy tells the tech to run something and he comes back with what seems to be a full diag printout or report.So then i leave very upset stop at the gas station and try to put some gas in my tank,and of course it shoots out on me.I ***** and then call him back ask,totally how much would everything plus tax cost.He quoted me a price of 520.00dollars plus tax,i said ok even though i really didnt want to because in my head i said to myself and to my friend who picked me up and dropped me off that watch,its going to do the same thing.And o me o my when i got there my truck was already parked in the front ready to go,in my head im like dude didnt even call me and tell me my truck was finished wow.so now in my head im already knowing my truck was going to be doing the same thing.So now its almost 5 so i shoot to the gas station and buy some gas and by goli it spits it out.I dont even know if anything was even done. im mad as ****.he diagnosed my truck and said that he could fix it but its doing the same thing nothing is fixed and i didnt even get my 156.00dollars back.Ifeel like i got played and feel like i was discriminated against.I felt this same energy at the other location on ******* awhile ago,im in the computer over there also.Felt like they were trying to overcharge me.So somehow i ended up paying ****** someting dollars and my truck is still spitting up gas.

  Customer response

  05/03/2023

  I went up to us automotive this morning and ***** gave me my money back but let me know that he had lost about ****** something dollars and that he didn't want to argue with me basically here is your money back talk to me like I got over on him or something.I will never ever go to us automotive again. So I guess I'm satisfied with getting my money back. 

• Initial Complaint

  04/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Did not do as I asked. He did everything but what I told him to make bunches of money out of a single disabled 61 year old female. After paying almost $6000 and from May to August, they could't figure out what was wrong with my car. Owner never had pulled fuel pump till I made him say, I WILL CHECK THE FUEL PUMP. Then he put in the wrong one, which is all detailed out in attachment. I took car elsewhere to get fixed. I had to fight with him to get my warranty $ back and had to get ******** involved. When it still wasn't running right after I had paid, they tried to put a 2nd massive air flow system in. I had paid for one and a new one was never put in. Then they tried to say I needed it replaced again. Detailed in attachment. The two things to check first: Fuel pump and air flow, and neither was done. ********* put it on for free, since they know all the horror stories from other customers that's lost $$$$ from ** **********. I talked to guy at shop that put my fuel pump on that worked for ***** at US Automotive. He said he quit and works for less, because ***** does his customers wrong and wasn't going to work for someone that does that.

  Business response

  04/14/2023

  o

  BUSINESS COMPLAINT RESPOND LEITER
  04/11/2023 ** ********** *** **** * ******** ************ ** ***** ** ********
  RECENTLY WE RECEIVED A COMPLAINT FROM THE BETTER BUSINESS BUREAU CONCERNING A TRANSACTION BETWEEN
  ******* ****** AND US AUTOMOTIVE. THE DATES IN QUESTION ARE MAY 27TH 2022, JUNE 1ST 2022, AND JUNE 29TH 2022 AT
  OUR ******** LOCATION IN *********** *********
  ON MAY 27TH 2022 ******* ****** BROUGHT HER 2001 NISSAN SENTRA TO THE SHOP. CUSTOMER STATED THE DOORS ARE
  NOT LOCKING, KEYS AND DOORS NOT MAKING SOUNDS WHEN OPEN, WHEN DOOR IS ADJAR LIGHT NOT WORKING, AND REAR
  DEFROST NOT WORKING. SHE Al-so STATED SHE SMELLS FUMES INSIDE THE VEHICLE. THE VEHICLE WAS DIAGNOSED AND
  WORK WAS COMPLETED AS DETAILED IN WORK ORDER NUMBER 35138. AS EXPLAINED AT TIME OF SERVICE ALL PARTS HAVE A
  3YR OR 36,000 MILE WARRANTY ON THEM WHICH CAN BE HONERED AT ANY MECHANIC SHOP WITH RECEIPT.
  VEHICLE WAS COMPLETED AND PAID FOR IN FULL ON MAY 27TH 2022.
  ON JUNE 1ST CUSTOMER BROUGHT HER VEHICLE TO US AUTOMOTIVE REQUESTING REPLACEMENT OF IGNITION LOCK
  CYLINDER AND NEW KEYS. AT THIS TIME, WE LOANED HER A COMPANY VEHICLE AS A COURTESY WHILE HERS WAS BEING
  FIXED. WORK ORDER FOR DATE IN QUESTION IS 35541.
  VEHICLE WAS COMPLETED AND PAID FOR IN FULL ON JUNE 1ST 2022.
  ON JUNE 29TH 2022 CUSTOMER BROUGHT VEHICLE IN DUE TO ROUGH START AFTER SITTING OVERNIGHT. A FUEL PUMP TEST
  WAS PERFORMED AND FOUND TO HAVE A FAULTY FUEL PUMP MODULE ASSEMBLY NEEDED REPLACED. WHILE VEHICLE WAS
  BEING FIXED, WE LOANED ******* ****** A COMPANY VEHICLE. WORK ORDER IN QUESTION IS 35788.
  VEHICLE WAS COMPLETED AND PAID FOR ON JUNE 29TH 2022.
  THE CUSTOMER CONTACrED US WANTING A REFUND FOR THE WORK DONE ON JUNE 29TH 2022 DUE TO TAKING HER VEHICLE
  TO ** * **** IN SPRINGFIELD MO AND STATING THE FUEL PUMP WAS FAULTY. WE HAVE CONTACTED ** * **** ON APRIL
  11TH 2023 AND BY THEIR RECORDS SHE BROUGHT HER VEHICLE IN ON OCTOBER 18TH FOR A FAULTY FUEL PUMP WHICH WAS
  REPLACED.
  A REFUND FOR TICKET NUMBER 35788 WAS GIVEN TO ******* ****** IN THE AMOUNT OF $399.22 ON OCTOBER 28TH 2022.
  WE HAVE SPOKEN TO ***** SMITH WITH ******* AUTO PARTS ON APRIL 11TH 2023. HE STATED THAT ******* ******
  ENTERED THEIR STORE STATING SHE WAS FROM US AUTOMOTIVE REQUESTING A PRICE FOR A NEW FUEL PUMP.ONCE WORK
  WAS COMPLETED ON HER VEHICLE AND A REFUND HAD ALREADY BEEN GIVEN TO ** ******, SHE REQUESTED FROM *******
  THAT THEY ALSO GIVE HER A FULL REFUND. ** ***** EXPLAINED HE WOULD NEED THE PART TO ISSUE A REFUND BUT IT
  WOULD BE REFUNDED TO US AUTOMOTIVE SINCE IT WAS CHARGED TO THEM AT THE TIME OF PURCHASE.
  IF you HAVE ANY FURTHER QUESTIONS, PLEASE FEEL FREE TO CONTACT US AT ************.

  Customer response

  04/17/2023

  Complaint: ********
  I am rejecting this response because the following texts to him show he did not try to fix the problem first, before he started adding parts that cost a lot of money that I didn't have.  I did not get asked by owner, ****** if I cld pay any prices for any parts they were putting on. I did not ask for any of the tune up stuff to be done.   I told ***** that fuel is not getting through the lines and ********* had told me more than once that the fuel pump and massive air flow sensor need replaced.  ***** charged me for massive air flow sensor once, but it was never replaced by ****  Then the very last time I had them check my car, they said it needs new massive air flow sensor.  I knew I paid for it and was never put on.  I tried to tell ****** but he was running his mouth.   Why pay him again?  I already had to fight with him to refund radiator flush and oil change I had done before my car went to his shop.  I had to fight with him and call ******** ********* and get ***** District Mgr involved to get money back from him for wrong fuel pump.   I am sure ***** District Mgr over all *********** stores, would be happy to talk to you. 
  
  I was not told by ***** that it needed a new valve and bored and new valve cover.  I didn't ask for those parts nor a tune up with plugs and all.  NO I DID NOT!    When it went into thousands of $$$$$, ***** shld have asked me if I cld pay for those parts first.  NO! HE DID NOT! I had to use 2  credit cards, and I did not pay in full on May 27.  I paid in full in August.  If I took it in on May 27, how wld he know what to charge me?  So, no!  I did not pay in full on May 27th.  On May 27, I gave him my credit card for $200 deposit to get a computer modem, which is why stuff inside my car wldn't work.  That's all I paid him on May 27th!   I didn't pay again till August when he said it was fixed.  I looked all over bills for date picked up.  It was not on there, because it wld have showed he had my car over a month and a half.  I never saw a work order he made up.   ***** never wrote down notes in front of me for what I told him to do either.   If there was fuel smell in car, why did he not test fuel pump first?????  My dad, an independent trucker, who did all his own mechanics, always taught me to have fuel filter or fuel pump checked first, and I told ***** just that!  I'm not totally stupid to parts and told him that, too. 
  I will send copies of my bills.  I didn't want to lose what I wrote again to you in this box.  I lost it all and had to start over.

  
  Sincerely,
  ******* ******
  
  
  **** **********
  
  Texts to ****** owner.....
  First time I paid and left your shop, you had not replaced ignition and tumblers, as I  requested in person & got stranded for an hour trying to get key to turn, This happened, because you didn't tell mechanics to replace it, as I requested, not just once.  Multiple times.   It was obvious that it needed fixed, so this single woman on disability didn't get stranded with 4 dogs on trips.  Why didn't you contact me and discuss this problem with me, since I had requested it done on a long text of everything I wanted done to my car?  This is ******* ******. I just want you to know that I knew when I got home and lifted my hood that the air filter compartment was not locked back down with the 4 clips and the gasket that the massive air control sensor goes into was not tightened. No mechanic would do that, unless they were instructed by their boss to do so.  I get home, and first thing I did was raise my hood, because I don't  trust you. I have been talking to lots of people in this business, and you are known as a crook. 
  
  I called and left frantic text that I was stranded with ********.  You cldnt reach me when you were in the airport and tried to call me and had no reception.  You had to call the ******** and asked them to go out and help me by moving steering wheel lightly back and forth and jiggle key back and forth lightly to get key to turn.  I tried that, but I didn't have the right touch, evidently.  When I brought it back in,  I was told by your guy that the mechanics knew my frustration, cause they all fought with this for a month trying to get my car started.  You had to know it needed replaced.
  
  When I left your shop when I paid you the  2nd and last time, I expected my car to start right up because that was the reason I brought my car to you on a tow truck.
  
  Now, when your mechanic looked to see if the fuel pump looked new and had lid off gas tank under back seat, like you said he did, why in God's name why you not tell him, as shop owner not wanting a bad reputation, to check everything out when the lid was off gas tank.   You evidently didn't!  I just don't understand how this could have been missed by you!!  I shouldn't have to go to another mechanic to have them check the fuel pump to see if that's what's wrong, pay diagnostics again to have my car worked on by another mechanic, because you didn't have your mechanics do the job right, just like the lying mobile mechanic.  You shld have had mechanics exhaust every reason why it wldnt start up right.  I knew enough to know gas wasn't getting in the lines to start right.  I even told you it seems like fuel pump.  This shld have been checked before I ever left after I paid.
  
  I paid  you $1,110.90.  I had to bring it back agaiñ and upset that I paid twice and my car still didn't start right up, as it should after I paid you over $5,000. IT STILL gives me the panic feeling that its not going to start and be stranded again.   You should be grateful that I did not put this on a review or turned into Attorney General, yet, like you suggested I do with lying mobile mechanic.  How ironic!
  
  To me, you should take the fuel pump out &  check everything out.   Do whatever you got to do to make my car start right without charge.  That's what your 3 year warranty is about, since my car came to you on tow truck not starting and had not been starting right, AS I TOLD YOU!   
  
  In my case, being a woman, I feel  discriminated against and treated unjustly  Now your mechanic tells me that I would have to pay for the diagnostics again to do the fuel pump. I think that is a bunch of BS!  Totally wrong that I have to pay you any more money than I already have to make my car start right!!!
  
  You sent me home in a car that was not fixed that I I paid you $5725.73 to do.  You said, it's  all fixed and ready to be  be picked up and running smooth. 
  
  Someone in your shop had to know it was not starting right.  If it was checked properly before it went home the final time, this should have been caught.  I knew at my first time to start it after first payment that it was not how it shld start right. I  decided to see how it started next day.  We ended up changing tumblers and ignition parts and hoped it would make it start  right.  It didn't.
  
  On top of everything, you did oil change, and you didnt ask me.  If you had, I wld have told you I had it done not long ago and not to do it.  Sticker is on windshield!  I have lifetime cheap oil change at Youngblood. You chg me $78.13 for oil change I didn't need!   I didn't ask for radiator to be touched either.  That was $189.95. I just paid to have that done at ********, who flushed it 3 or 4 times and refilled it with everything that you did. I want that money back for the radiator and for the oil change. 
  
  After all the frustration, and you having my car a month and inconvenienced my life with pain specialist appts and to  cancel them.  I feel I shld  get  $138 diagnostics back.  You never even offered me a loaner car out of the 4 weeks till the very end, and you knew I was alone and single.  I got no reply in first text when I asked.  Until I was losing my mind, did you offer me a loaner.  I had to ask you if you had a car I cld use when I got desperate!
  
  You know, you made such a big deal about mobile mechanic screwing me over.  You said more than once that wld help me take care of the bill and him and for me not to pay him after he lied time after time to me and talked smack about you and didn't fix my car right, and I caught him in his lies.  You said I shld turn him in to the Attorney General, cause he didn't do anything for me, as you said.   How ironic!!!
  
  To ******
  This is ******* ******. I just want you to know that I knew when I got home and lifted my hood that the air filter compartment was not locked back down with the 4 clips and the gasket that the massive air control sensor goes into was not tightened. No mechanic would do that, unless they were instructed by their boss to do so.  I get home, and first thing I did was raise my hood, because I don't  trust you. I have been talking to lots of people in this business, and you are known as a crook in ***********. 
  
  Re:  **** ********** put in wrong fuel pump.  It did not have temperature sensor.  ***** said it did not matter if it didnt have a temperature sensor.  I told him that it dies at stop lights or stop signs.  When ** * **** put in the right fuel pump, it didn't die at stop lights and stop signs.  He and *******  Mgr by him said it wld be 6 weeks to get my money back because  of labor warranty.  I told them when he was on phone with ******* mgr that it's the wrong part.  Nothing is wrong with the part.  Owner of **** **** went out in garage to finish talking to mgr.  So I went home and contact ******* Corporate here in town.  I told him the situation and how U.S  Automotive is trying to rip me off and not give me my money back for putting in wrong part.  I told him his mgr at ******y at  West ******** is siding with owner of **** **********, because he makes a lot of money from **** **********.  Told him a wrong part was put in; and it's not a bad part, and they are trying to rip me off $399.22.  The District Mgr talked to mgr at W. ******** ********.  It turned out that the district mgr told me, if I tell *****, Mgr to tell owner at U. S Automotive to refund your money to you, we will pay him back for the wrong fuel pump.  He said, how does that sound?  I told him that
  Wld be great! I was overjoyed.  So the next day, he said that is what they are going to do.  I took a guy friend with me, so the owner ***** wldnt throw a other temper tantrum or argue with me.  We walked in.  He said, did they get it figured out, like he didn't know.  He is a lying crook, cause District Mgr of ******* said ****** mgr at ******* at W. ******** told ***** that they wld return the part money to him if he refunded my money.  I said, ******* District Mgr said you and ***** had it worked out that if you  (owner at **** **********),  refund my money of ******* would pay **** ********** their money for the part back.  I said, it's $399.22.  He smarted off, I know what the amount is.  I went to Kindergarten!  ***** wrote the check out and that was the end of that issue.  I cashed it at his bank. 
   
  This is the paragraph that I texted to ****** owner at **** ***********
  
  I talked to **** ******** District Mgr at ******* and he said you agreed with ***** to return my money of $399.22, and they will return your money for the part.  I will be by tomorrow for it.
  
  
  New text:
  ****** I am writing this as documentation that my car came back to me with air vent compartment not clip down on any of 4 clips.   The screw on the metal gasket was  not re-tightened around massive air flow sensor.  Just because I didn't use your shop to fix that, doesn't mean it is right for you to leave my car in bad shape in hopes that I break down on my way home. That is pure manipulation and anger in a man that threw a temper tantrum to me when you had to refund money for something you didn't ask me if it was okay to do twice. I am sure that you put on a lot of stuff that you didn't ask me about or inform me about.   I didn't expect you to put on parts I didn't ask you and you didn't ask me.  I sent you a text  that has a list of everything that I wanted done. When I would ask you about something you would blow me off and make up some excuse why my car wasn't fixed in a month and half time period..You guys didn't even put my backseat down and hook it back in. I cannot do it now, because of my hand that had surgery and the other is broke. But I know you don't care. You're just pissed,  because you lost a little money on me.  The massive air flow system sensor and the fuel pump should have been the first things you checked to see if that would make my car run.  It's obvious that you didn't do the things that would be the first things any other mechanic would do and told so by a mechanic. What kind of mechanic doesn't check the fuel pump and air flow sensor first when your car won't run?  What kind of company tells me that my car is fixed and running smooth and then when I get in it to leave, my key won't even hardly turn that I told you to fix. My car won't hardly start that I told you to fix. My car was towed in on the tow truck, and I expected you to fix it where it would start and run properly when I pulled out your drive way. You were going to send me home another time when my car was doing the same thing it did when I tried to start it at home just grinding and grinding trying to start but wldn't, and thats why it came in on the tow truck.  You, the owner, thought I cld just wiggle key in a certain way to start it and ended up stranded at *******.  I told you to fix it where my keys wld turn. I told you I wanted it to start right with no hesitation and after $6,000, it shld run perfect.  You let it out of your shop that way saying it was ready to go and running smooth.  You thought the car would start better after new tumblers and new ignition was put in, but that did not solve the problem. That was the first time I had to bring it back. That was the first time you sent me home with it not fixed. I was so angry with you, that I took my car home for the night coz, I couldn't stand to look at you one more minute. So you tell me that my car is fixed, and it still grinds to start and mechanic said it did it to all of us all month.  So I take it back to get that fixed.  It finally starts right.  I leave and all is well for maybe a month, and it starts cutting out again.  I think it's fuel pump.  The mechanics checked and said it was massive air flow sensor andyou said it wld be $239.  I said no.  I got under hood, broken hand and all to check air filter and clean out air flow sensor with cleaner for it.  That's when I found everything left unwrapped and untightened.  Shame on you for taking advantage of a single disabled woman that you thought was naive and stupid.  With my hot tempered dad was a trucker.  I do know a little bit about cars, like when it's not fixed after I told you to fix it.  No reply needed now.
  
  NOTES:
  ** ********** did not put in the right fuel pump module or it's broken; because the one they put in at **** is now being replaced at ** * ****. It had to be got at imports store.   So whatever **** put into my car from ******** was not correct part. I had them check  his acct at ******** by his shop to see which fuel pump he put in, and I bought it and took in this morning to GM.  Not right part.  ******** didnt have the right part.  So all together today is going to cost me $550. I'm going back to **** for $399 back.  I talked to BBB.  I told her about how he charged me for massive air control sensor.  It was never put in, but I  was charged for it on the bill, that I paid.  I know this;  because when I took it back to **** to have it checked out to see why it was dying at stoplights and stop signs, it died on me.  They said it is the massive air flow sensor.  I said ok.  I am not going to have you do it.  He told worker to shut the hood.  They did and didn't lock air filter box, nor did they tighten up the gasket on the massive air flow sensor.  I got home and opened hood and found this.  I did what they didnt do.  I took it to ******* by my house and had it tested again.  I took it to another ********.  It said massive air flow sensor and fuel pump.  **** ********** put in the wrong fuel pump.
  
  I went to ********* **** **** and hired them to put in massive air flow sensor.  They refused to let me pay; cause it was an easy job, and they have heard lots of horror stories from their clients that had been screwed over by **** **********.   They said ftom what you told us, our owner said I had paid so much unnecessary money to **** and that I been through enough.  I told them that I'm going to sue them after almost $6000 I paid and my car still isnt running right.  They said to get in line, cause there are a lot of people suing or want to sue ** ** **********.  I thanked them profusely.  They are the shop that did my radiator flush 3 times, cause it was real  bad.  They put in new fluid.  ** ** ********** did not ask me if they cld do the radiator flush.  They didnt ask me if I wanted them to do oil change either and did it.  I had just had my oil changed at Youngblood, as I have owned my car since it was brand new in 2001.  It was a perk for buying the Nissan Sentra GXE 1.8 Liter.  I get really cheap oil changes for life time that I own the car.  First I approached owner at **** ********** about why he did oil change and that Youngblood had just done it. I asked why they didn't ask me?  I wld have told you no, because I just had it done.  I don't want to pay for it twice.  Well, owner said, we put in the best oil and lubricants. After quite a bit of conversation, he repayed that oil change charge back to me. 
  
  Then I got in my car one day after I got it back after paying almost $6,000.  When I shut the door, the arm came off.  There was white glue stuck on parts they broke getting it out to put window back in track.  He said let me look up the part.  I said, I tell you what, I am not happy about paying for the radiator flush, since it was already done.  Oh, that's what you want?!?!  I said well ******** had just flushed  the radiatotor 3 times and filled it with fluid that I paid for.   I asked **** owner, don't you ever ask people if they want things done, before you do it? He said, yes, and then he literally through a temper tantrum like a 4 year old about radiator flush repayment and that he went over and beyond for me!  He spewed lots of venom at me.  I just stood there and listened to him throw a tantrum, and I was totally shocked.  He quickly wrote me a check for the radiator flush, during which time he said they put in the best radiator fluid.  I had already asked ********* about the radiator fluid and told them what he said.  The owner at ******** told me that the the radiator fluid is all the same.  Another lie by owner, ***** of **** **********.  He asked me at counter when he gave me the check if I was happy? I said, yes, I am happy.  Before I got out the door, he again said are you happy now?  I said, ****** I already told you that was happy
  , and I already told you I was happy, and you just had to stop me before I get out the door again.  I will tell you one more time.  I am very happy, and you have a great day! Then I walked out their door. 
  
  I then took it to ** * ****, as referred to me by ******** by my house, where I do most of my business.   They tested and tested my car.  GM found that the wrong pump was put in that didnt have a  temperature sensor on it and replaced wrong fuel pump that **** ********** put in.
  
  
  
  PER BBB:  I'm going to be filing a complaint against **** to BBB.  They will assign me an advocate and try to mediate. I was told by BBB to use same bulleted complaint to send to Attorney General.  If owner of ****  won't mediate, then I was told thewill get atty from Atty General.
  
  I've also been looking at those bills closer. He says he put on a massive air flow sensor, and he didn't; because the one that we took off at ********* was old.  They put new one in for free because **** screwed me so bad and was an easy job. I bought the part. 
  
  I don't look forward to this mess, but I can't give up and not fight against these crooks. So please say some prayers for me in the next few days, cuz I don't really know what's going to transpire.   I'm nervous about it, and I wanted to just give up yesterday and sit down and cry and not do anything. Just bite the dust and say, I fucked up this time. But I just can't hardly do that since I know he screwed so many other people the same as me. Now i see all kinds of stuff i didnt know about that he put on. 
  
  I know I have a chance of getting a lot of money back, but I dread the process. I'm even in tears as I'm writing, cause I am so tired and overwhelmed by all this unnecessary bs.  This has been going on since first of June.  I am so overwhelmed dealing with everything with no man to back me up. 
  
  
  
  $5506.16
  
  To ***** before I went to collect my refund. I talked to **** ******** District Mgr at ******* and he said you agreed with ***** to return my money of $399.22, and they will return your money for the part.  I will be by tomorrow for it.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  04/18/2023

  THANK YOU

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday March 15,23. We had an appointment to get our power steering fixed. We also asked if how much it cost to fix our head lamp on the right. And also the back sensors. Was told to call us for estimates. Waited, waited. We finally called and they told us. It would take 4 hours and 400.00 to fix the light. We said NO. Told us, it would take 200.00 to fix the sensors, we said NO. We said fix the power steering. They told us 400.00. said would have to keep for another day. Called the next day, the car would be done at 2. We go to the shop to pick up the car , not done. ***** wanted **** to look at the car on the rack, we went out to the car bay. He explained he would have to have more money to fix the power steering because he wasn't sure what was wrong. He said probably around 800.00 more. We told him stop, we were not paying any more for something that should have already been fixed. We go back to the payment desk to pay, ***** informed us before seeing the car, the price would be 410.00. we have the debit card out and he says, we have to wait for the mechanic on the price. The mechanic says, I glued the rubber back on the bumper for the sensor to be fixed. That cost was 127.00. we said, what, told not to fix. that. So price went from 410.00 to 597.60 . Drove the car home, power steering is not fixed. It is even worse. I can hardly turn the car either way , it was like the front end was froze and vibrating. Scared me to death, almost hit a car. Once I got home, we left the car parked. Took the car to another mechanic today, Wednesday, March 22. And they have already identified the problem and the price, 427.00 . We were screwed by US automotive.

  Business response

  04/10/2023

  Recently received a complaint from the Better Business Bureau concerning a transaction between ****** **** on behalf of his wife, ******* **** and US automotive. The date and question of the current was March 9, 2023 invoice number ******
  *** *** **** **** contacted US automotive in spoke with ***** ***** concerning a power steering leak on their 2008 Buick enclave. After explaining the issues that they wanted to dress a schedule was agreed-upon to bring the vehicle into being diagnosed.
  At the time the customer brought the vehicle and they were quoted price is for other issues they wanted looked at, but that time declined. I have any other issues fixed, except a power steering leak.
  **** ****** our mechanic was informed by the customer that they had just purchased a vehicle and the previous owner had installed a steering rack. While the initial inspection was taking place it was not noticed there was a significant amount of power steering fluid on the front of the engine, it was running down the sides. Disappeared to be overfilling or spillage.
  *** ******. Replace two seals on the rack and topped off the fluid, and at that time noticed there was another leak present. After cleaning off excess fluid, he found a power steering line had a whole rubbed in it from the rubbing up against the frame.
  The customer arrived at the shop while the car was still on the rack. At that time the customer was asked to be taken back to the vehicle to be shown the problem and given pricing and expected time to fix the issue. The customer declined to have it fixed and stated they would just like to leave with their problem unfixed *** ****** informed the customer of how urgent and dangerous it was to dry with the issue but once again the customer declined had the issue fixed
   Customers proceeded to counter and finish, paying for services rendered
  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to US Auto to have the oil changed. When I wen to get my car **** said it wasn't ready. He would not tell what was wrong with my car and when I went to pick my car up again it wasn't ready. They wouldn't tell me what was wrong with it again. When I wen tot pick it up the 3rd time they said something else was wrong with it. By this time they had my car for 4 weeks. When I went to get my car they charged me $1,300 which I paid to be able to get my car released to me. After having my car back it was still not running right and was in worse condition after having it in their shop which they charged me another $1,300 to have it worked on. The problem was a computer modulator that they didn't know how to fix at US Auto. I then took my car to Corwin Ford to be fixed so Corwin Ford was going to charge me $2,100.

  Business response

  04/22/2022

       The '06 Town Car in question ran perfectly driving down the road. It wouldn't even give any codes when left to idle for hours at a time. It WOULD stumble at idle from time to time. This seemed to be a random occurrence. We had specialists at Identifix review all of the data, and they were not able to discover any problems before the customer decided to give up and just take the vehicle back AS-IS.
       We were able to determine that the Powertrain Control Module or PCM (which was replaced by us with no improvement made) was ultimately responsible for causing the stumble and stalling of the engine. This is not to say that there was a fault with the PCM, but that it was the processing of data inputs that was causing the condition. In other words, there were no "mechanical" issues with the engine like valves, lifters, spark plugs, springs, etc. This was determined by unplugging all 8 fuel injectors to take the computer control of the fuel out of the equation. I introduced fuel into the engine using a fuel system cleaning machine that disperses fuel as a mist going directly into the throttle body, much the same way an old-fashioned carburetor would do. It ran flawlessly that way.
       The next step was to determine WHY the PCM was taking steps to use an improper fuel mixture strategy causing a stumble or stall at idle.  I sent all the data I could to Identifix for them to process and see if they could find something that we could not. Before they could complete their analysis, the customer demanded his car back. We were working to diagnose the problem, but the customer gave up.
       The customer's understanding of his car’s systems was very skewed. as he kept suggesting we check nonsense parts that do not even exist (idle cam). Although I did my very best to help him understand the issues we were having, and the fact that the PCM processes inputs from sensors to determine how long to hold the injectors open to control the fuel mixture, he still believed this was an elementary equation that more or less amounted to connecting a scanner to the car and replacing the bad part that it tells you to. The Ford- factory-trained specialist that was studying the data at Identifix was perplexed, but determined, to find the cause of the problem. That's when the customer "pulled the plug". I don't exactly blame the customer for doing that. At some point it costs more to repair a car than what the car is worth. This was a complicated a difficult issue,  but US Automotive did nothing wrong.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took my 2009 Chevy Equinox into this business for repair on the st***er (it was lagging) and to check the transmission fluid level. They did other repairs: a tune up and all kinds of diagnostics. The bill came to $1200. When I picked it up it acted the same, if not worse, and I had to take it back. That's when they did the st***er, another $590 or so. They told me they had it in piece, and I needed gaskets and I had to pay for another diagnostic. They didn't ask or did I give permission to take the car ap*** the time. We had to set up financing for all of this. They charged us 144.60% for the loan. We paid $50 for a week, then decided to pay off the whole thing.

  Business response

  11/02/2021

  Customer came in with an extended crank/hard to st*** issue on 10/4/21. We performed a preliminary diagnostic test which includes computer diagnostics, testing electrical, fuel and ignition systems, where we found codes pertaining to evap system as well as ignition system. Spoke with customer and explained our findings, and recommended an evaporative smoke test and a manual compression test with leak down check due to spark plug condition. Customer agreed to additional time to run test to verify engine condition.
  After completion of test, we recommended a gas cap for the evap leak, verified by the smoke test. Recommended spark plugs and wires for misfire issue after verifying the engine condition through leak down test and compression test, technician noted that the throttle plates and intake tract was dirty and carboned up, recommended an induction service. We didn’t charge the customer for the trans fluid check, in this case it requires a procedure to lift the vehicle and remove a plug under the car and run through several steps to get the right reading, no dipstick on this model. We verified the customers concerns were no longer present after repairs, and car st***ed consistently before and after the test drive.
    Customer returned 10/15/21 stating not running good, extended crank time after going into store and coming out after about 15 minutes idling rough, put into gear jerks and feels like its missing. After preliminary diagnostic,  find that EGR is stuck open slightly allowing exhaust gases to enter the intake when not commanded, recommended a new AC/Delco EGR valve, clean carbon out of tubes, clean mounting surface and install with new gasket. Technician test drove vehicle to verify complaint was taken care of.
   All work approved by customer. We only offer financing through the loan company we used, we do not set the fees and have no association beyond that with the financial institution. The customer deals with the company directly, they fill out all info online or by phone, we always tell the customer if loan is paid within 90 days the loan is interest free, all other info is given to the customer via the financial institution.
  The owner of the company as well as myself, the manager of US Automotive in Ozark, have both tried to contact this customer several times to see if we can offer some form of resolution, left repeated messages on the numbers they gave us, but no answer or return call. There was no replaced starter, starter was never the issue, so unsure what he is mentioning in the BBB he filed. We at US Automotive are here to help our customers anyway we can, but to do this, it is easier to contact us if there is an issue or you’re unhappy with our service. By not responding to our repeated attempts to help its very difficult to do.
  
  Sincerely *** *********
  Manager, US Automotive Ozark location

• Initial Complaint

  08/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a simple transmission fluid exchange, plus transmission filter. Normally the cost of having this done is $400, give or take. He charged me $825. The transmission filter kit which is normally less than $20 was shown on my bill as $325. They wanted to charge me over $376 in labor to take off a pan than takes about 10 minutes to change. He charged 3 hours of labor for that.

  Business response

  09/07/2021

  INVOICE ATTACHED
  Transmission flush is $398.31 – w/16 quarts synthetic trans fluid, Valvoline chemical kit, and 1 hour labor
  Remove and install pan gasket and filter is $426.03 – w/filter kit and 2.7 hours labor according to Mitchell
  Check for coolant leaks - .5 hour
  Labor rate of $138.00

  Customer agreed to work and price before work was performed.
  
  Customer complained about the price and was given a 15% discount toward parts and labor on invoice of $46.52 and $87.33 for a total of $133.85.

  Customer response

  09/09/2021

  Complaint: ********
  
  I am rejecting this response because: The dealer (Napleton Mitsubishi) Charges $495.89 for the Labor ,fluids,& Trans kit for the services I had performed at US Automotive.As they employ factory trained  mechanics ,they are considered the Gold standard in service.The also traditionally have the highest prices.The Discount quoted is merely reflectant of an actual 5% as the same business touts a senior discount of 10%. $68.00 is a fair price for the coolant leak diagnosis (sic) as I knew of the leak merely asked for it to be placed on the rack and showed the Tech the area where I felt the leak would probably be and it was subsequently spotted.To charge a full 1 Hr of labor charges would have been odious for the spotting of the coolant leak ,as it only took a few minutes for the tech to spot the leak after I shared my experiences with him. Independent service centers traditionally charge significantly less not MORE than the dealer. There is a $250 + overage in the charges for the services rendered.I agreed to the repairs as I understood at the time that the labor rate of $376 for the trans kit installation  was the price of the total labor plus fluids and supplies.I stand by my attestations that I was significantly over charged by US Automotive.
  Sincerely
  
  *** *****

  Business response

  09/10/2021

  There are two separate labor operations performed, one being a transmission pan gasket and new filter, Mitchell labor operations shows 2.7 hours to replace filter and gasket due to the filter not being a screen type, it was replaced after transmission fluid exchange which is actually a flush. This procedure uses a machine and includes chemicals along with 16 qts of synthetic transmission fluid, it hooks into the transmission cooler lines and filters all the fluid through this machine, which flushes out all fluids and impurities from the transmission, the machine is actually loaded with 16 qts of synthetic trans fluid so that it can completely flush out all of the fluid while keeping your trans full so it can run at operating temperatures while doing this service. Without performing this step, you would only be removing about 4 qts of transmission fluid leaving another approximate 4 to 5 qts of the contaminated fluid in the converter to blend with the new fluid, without flushing the converter and replacing the paper filter you are only removing half of the fluid. As for the leak, we attach a pressure gauge to the system and pump up the pressure to specification to test for the leak, now granted at their price for 495.89 just to replace pan gasket and filter, and put trans fluid in. I don't see how 1) they were cheaper for the same service, 2) how they completely flushed out the transmission including converter by simply dropping the pan and replacing the filter and adding 4 qts of trans fluid. Not faulting their procedures, just stating simply by draining the pan and adding a filter and topping off the trans does not do a full trans service. I cannot testify as to what age you are, but would have happily given a 10 percent senior discount if you would have requested it and let me know you were eligible. Very sorry for any miscommunication, our goal is to perform quality service to our customers, and feel there has been some confusion as to the service provided. 
  
  
   Sincerely 
  Art Simmoneau 
  ASE 40 yr master certified automotive technician

  Customer response

  09/16/2021

  Complaint: ********
  
  I am rejecting this response because: The price quoted by Napleton Mitsubishi was for a transmission FLUSH not a simple drain and fill procedure. The technician told me he didn`t need to use the pressure tester to create pressure in the vehicle`s cooling system as the vehicle had been running and that having reached operating temp was at normal pressure. I told the manager that I was a Senior when I complained about the exorbitant cost of the bill.The dealer uses a similar technology to flush the transmission as US Automotive as many other area shops ,none of whom charge the outrageous rate that US Automotive charged me.

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