ComplaintsforPrecision Tune Auto Care

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My vehicle was taken to the auto shop on August 31, 2024, because the truck was not turning over. The shop diagnosed the issue as the battery and after I requested to have the vehicle checked again, because I knew it was not a battery issue, it was stated the fuel module was the issue. On September 10th I received a call stating my vehicle was fixed, the fuel module was replaced, and I was charged $661 for a battery replacement. After I took the vehicle back and I returned home I realized the fuel cap door was messed up, and I called them on September 11th to inform the shop the fuel cap door was messed up. The fuel cap door had no issues prior to the shop working on the truck. Today on September 14th I opened my toolbox (that was locked prior to my vehicle being towed to the shop) and realized all of my tools were missing, which is well over $2,000. I called the shop about the theft, and they asked me to head to the shop to talk about the issue. When I arrived at the shop, they stated they have no liability for the fuel door or the theft. My truck was on their property under their care, and I essentially was screwed 3 times, and the shop will not do anything about it. 1. Stating the battery was the issue with my truck when it was a fuel module, 2. My fuel door was tampered with and they aren't fixing it, and 3. My truck was vandalized and pilfered under their care and at their property.

  Business response

  09/16/2024

  We are sorry that this person has had an experience like this at one of our NC area locations.  I've attempted to look up this person's customer info in our database but the name, address and phone number provided on this BBB complaint doesn't return anything.  I would need to know which location this customer visited, the customer's name and phone number as it appears on their invoice.  The customer is welcome to contact our customer service center at *****************-227-8863 or ********************************************.  

  Customer response

  09/16/2024

   
  Complaint: 22286643
  
  I am rejecting this response because:

  The vehicle is under my husbands and my name. The name the work was done under is ****** ****** the invoice number is ******, the work order number is ******. Speaking with the auto shop in ************ got us nowhere because apparently the only words they can say is "we have no liability"

  I will not make a call into any offices, because I prefer to have a written document trial for reference purposes.

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

  Customer response

  09/23/2024

   
  Date Sent: 9/16/2024 1:15:27 PM
  

   
  Complaint: 22286643
  
  I am rejecting this response because:

  The vehicle is under my husbands and my name. The name the work was done under is ****** ****** the invoice number is ******, the work order number is ******. Speaking with the auto shop in ************ got us nowhere because apparently the only words they can say is "we have no liability"

  I will not make a call into any offices, because I prefer to have a written document trial for reference purposes.

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

  Business response

  09/23/2024

  In regards to the price we charged for the battery, we did overcharge the customer by $191.57.  We do owe them that much of a refund.  If the customer would like to provide a good mailing address, I will be happy to setup the refund for that dollar amount.  In regards to the missing tools, it's stated at the bottom of each workorder and invoice that we do not accept any liability what so ever for any items left in or on a vehicle that come up missing.  We do apologize but there's nothing we are going to do about the missing tools.  The tools should have been removed from the vehicle before bringing the vehicle to a repair shop.  We did not provide any kind of service that would have required any of our technicians to remove the tools or toolbox from the truck bed.  We are sorry but that is our final answer.  

  Customer response

  09/24/2024

   
  Complaint: 22286643
  
  I am rejecting this response because:

  Aside from the missing tools and the over charge of a battery what about my gas door housing that was messed up while at your shop? The housing was just fine when my vehicle was dropped off at your location and then all of a sudden when I picked up my vehicle the door would not stay closed properly. 
  
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for a free diagnostic evaluation. After sitting there for an hour, the woman told me they needed to do a more advanced evaluation. Nothing was said about cost. I even checked with the woman to man to make sure I wasn't confused. I was left with the impression they were making sure what it was before they fixed it. Then a bit later she tells me it was $138 and it would cost $410 to fix my car. When I told her I never agreed to any charge and was never told of one she said if I wanted my keys back to my car I had to pay. I did wind up getting the repairs at a reputable mechanic who didn't need some fake extra evaluation and the whole repair cost less than the "evaluation" they charged me for

  Business response

  09/09/2024

  As a company, it is our policy to have our customers sign any and all workorders and invoices.  This customer did sign an updated workorder reflecting the fees he would have to pay to have us diagnose his vehicle.  We do offer a free technician evaluation which is 15 minutes of free labor to determine which type of diagnostic service would be required to determine the vehicle's issue(s).  With today's automobiles, there's is no "one size fits all" when it comes to diagnostic services.  Each system of a vehicle requires a different type of diagnostic service to find the malfunction.  This customer was provided a written estimate for the diagnostic service in which he signed.  We do apologize, but we cannot issue any refunds at this time.  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/19/24 I went to Precision Tune Auto Care to have my brakes inspected. I was not hearing any noise from them at the time but was told at my last care servicing that I would need them soon. I was told I needed front brake pads. I asked them to put them on and paid $276.26 for the service. I went back on 1/26/24 because the brakes were squeaking. They replaced the front brakes at no charge. I continued to hear the noise and went back on 2/16/24 and they said I needed rear brake pads. I had them put on and paid $353.52. I continued to experience extreme squeaking and went back three more times to get it fixed the last date being 4/26/24. The squeaking has continued and is getting worse.

  Business response

  08/16/2024

  We greatly apologize for the serious inconvenience to the customer.  We will be having a district manager reach out the customer to discuss the next steps including any possible refunds.  

  Customer response

  08/20/2024

   
  Complaint: 22135483
  
  I am rejecting this response because: I received a call from *************** Saturday, August 17th stating she was the General Manager and wanted the details from my complaint. I shared with her what transpired. I also sent her by email the dealership inspection of the brakes and them stating the problem was caused by cheap aftermarket brakes. I also sent her by email an inspection done by ********* pretty much stating the same. She said she would get back to me. On August 19th I reached out to ************** to ask if she had any response for me and she stated she had sent the information to the Regional Manager and was waiting on him to get out of a meeting. As of August 20th at 6:30pm I have still not heard from anyone. It's very concerning to me that Precision Tune don't value their customer that have been loyal to their business for over 10years and not want to see this matter resolved.
  
  Sincerely,
  
  *******************

  Business response

  08/21/2024

  Good morning.  We apologize for the inconvenience to the customer.  After reviewing all relevant information provided to us from the customer, neither ********* nor the local dealership can find any safety concerns with the customer's brake components that we've installed on the customer's vehicle.  They are however noisy and that was able to be confirmed by both of the other auto ***air facilities.  Obviously, this is unacceptable.  At this time, we will be happy to order ***lacement brake pads, brake rotors and related hardware from the local dealership and install them for the customer.  We do provide a 24 month/24,000 mile nationwide warranty on all ***air parts and labor.  As part of our warranty, we will not be charging the customer for the difference in cost for dealer/factory parts vs. the aftermarket that installed.  We will also not be charging the customer for the additional labor required to install the dealer/factory brake components.  Our customer service *** will be reaching out to the customer to make all the necessary arrangements.  

  Customer response

  08/24/2024

   
  Complaint: 22135483
  
  I am rejecting this response because: Once again promises made are not promises kept. On 8/21 Precision Tune Auto Care responded that they would replace brake pads, rotors, and all hardware at no charge to customer. Also, on 8/21 around ******* I received a call from customer service rep ******* He stated he was asked to give me a call to go over replacing all four brake pads and all four rotors and would be ordering them from the dealership. I asked could they do it at a different store location and was told yes. We chose the location on ********* and ********** to do the repairs. On 8/21 at 7:22pm *************** called me and reiterated that they would be ordering the parts from the dealership and would email or call me once she ordered them the next day which would be Thursday 8/22. As of Saturday, 8/24 I have not heard from anyone. Friday 8/23 I took my vehicle to be inspected again because the noise is getting worse and I'm starting to experience vibration when braking which I informed *************** of on 8/21. The inspection results are still pretty much the same, but due to the rotors not being properly installed they're now warping causing the vibration. I have the written inspection. At this juncture I'm asking for reimbursement so I can get my car fixed because now I feel unsafe driving it. The 26th of August will make 7 months that I've been dealing with this matter, not to mention two weeks of no results since  the negotiation with Precision Tune Auto Care, 
  Sincerely,
  
  *******************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The technician failed to properly reinstall the engine undercover. When I left the center, I started hearing a noise. I called back to the center and spoke to ***** about the issue. He advised me to bring the vehicle back. In route to return to the center, the noise stopped. I assumed the issue had resolved itself. However, what actually happened was the undercover fell off completely. I returned to the center on the morning of 7/25/24 to have this issue assessed and resolved. I was told that only a few screws needed to be tightened and there was no missing part. I was asked if I had pictures of the underbody of the car before it was serviced. The lack of accountability is appalling. They refuse to replace the missing part. I will be filing additional complaints and consulting an attorney until this matter is resolved. Review of the owner's manual depicts an undercover that is no longer on my car.

  Business response

  08/05/2024

  This customer met with one of our district managers at one of our other ******, ** locations.  It was discovered that the splash guard under the vehicle was indeed missing.  We have ordered a replacement free of charge from the local dealership.  Once it arrives, we will be installing it free of charge to the customer.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle has been at the repair shop going on 3 weeks. I have called them as well as the warranty company regarding the service pertaining to my car being fixed. I havent received any type of update from either company. I was told a video inspection was to be done on 7/18 and 7/19 but when I called to see how things went. I keep being told that no one has called.

  Business response

  07/22/2024

  We are sorry to hear a customer is having an experience like this.  Unfortunately, I need a little more information.  I need to which of our 33 locations their vehicle is at.  From there, I can get involved and help to find out what the hold up is and hopefully expedite the process.  Please have the customer contact me at ************ or ************.  Just push 1 for customer service.  The customer is also welcome to email at ****************************** if that's easier for them.  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my car to Precision Tune in **********, ** to get an oil change on 12/26/2023. I was later notified that day that one of the technicians wrecked my vehicle and that they would take care of the damages. I was told a week later after several phone calls that I would have to file a claim myself to get the damages repaired. Now Precision Tune will not communicate with my insurance company to reimburse for the repairs. It's been 6 months. The insurance company has tried to contact them several times.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  3/28/2024 and 4/22/2024 I went to the business to get an oil change, they provided me the service. Almost a month later on 4/20/2024 my car started stuttering and when I checked the oil in my car there was nothing in there. I added about 3 quarts then I went back to precision on the 22nd and one of the employees confirmed there was not enough oil put into my car when the service was done if I needed to add more. They also informed me that my valve cover gasket and a spark plug needed to be replaced, on the way to my mechanic my car started smoking from under the hood and the back of the car. I had to get it towed to my mechanic he replaced both of those parts only to find out more spark plugs were misfiring and losing compression, which he replaced all of those as well. I get the car back home and was still shaking, I go back to precision and they charged me to get a diagnostic test and said that I needed a new engine. Since then my car will just cut off, I have not been able to drive my car since the diagnostic test. I also have sent all this information in to the BBB but was told you all have not received it.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I write this in relation to my daughter's experience with the location listed in this complaint. My daughter *************************' car engine went bad, on 4/30/24. The vehicle arrived at the location for repair via her service contract. Beginning the week of 5/6/24 the issues began. It started with ETA's that kept being randomly moved, then telling us they were waiting on the engine, then upon receiving the engine giving us the run around on when it would be fixed. I began calling on her behalf on 5/9 after she couldn't get a clear answer. We were told everything from they were moving the car up to fix, to just one more day. In this time we were responsible for a rental car as the warranty company only paid for three days of rental. We have been hung up, had calls refused to be answered and told we could come get the car if we didn't like the service. The car was ill repaired, still has an oil leak, and a bad compressor neither of which were present when the vehicle arrived. Add to this the company now states it received the engine on 5/13 yet we did not get a driveable vehicle until 5/24, further when we asked for help with the extensive rental bill we were told that only $150.00 would be permitted, while their employees stated the gentleman working on the vehicle missed time and left early instead of repairing the vehicle. I have tried to work with the store, but clearly they care more about bottom line then they do customer care.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped car off to have it evaluated and specified to be called before ANY type of service be completed and receive permission for the service to be completed or not completed. When going to pick the car up, a service (compression test) was completed that no one gave permission to have done. They done a service that did not need to be completed and did not start out with the simplest evaluation (removing plugs) that would not have cost as much and would have indicated that the most expensive service (compression test) was not warranted.

  Business response

  04/10/2024

  We apologize that the customer is faced with some pretty expensive repair cost in replacing the vehicle's engine but we did contact ******** via telephone and informed her that there would be a $120 plus tax to perform the necessary diagnostic fee to determine the issue with vehicle.  ******** stated that she understood and authorized the diagnostic fee.  We do not diagnose vehicle's for free.  We are sorry but at this time, no refunds will be issued as the diagnostic fee was authorized.

  Customer response

  04/10/2024

   
  Complaint: 21557375
  
  I am rejecting this response because: The only time I was contacted was day one Friday 4/5/24 and asked the problem. The problem was explained and they stated we will get to it when we can.  The next day Saturday 4/6/24, they called and told her the problem and gave an estimate of $3,996.22 because of a blown head gasket. They did not ask nor tell anyone that they were going to do a compression test either day and no one gave any authorization to do this service either on 4/5/24 or 4/6/24. 
  
  Sincerely,
  
  *************************

  Business response

  04/11/2024

  We are sorry but our original response still stands.  We do not diagnose vehicles for free.  When a customer brings their vehicle in with a problem, we charge a diagnostic fee to determine the issue.  From there, it is the customer's choice to to decide whether or not to have the necessary repairs performed.  

  Customer response

  04/11/2024

   
  Complaint: 21557375
  
  I am rejecting this response because: no one gave permission to do a costly service or diagnostic test period. It was not specified that this test was going to be done.  A compression test takes at the most 30 minutes maximum time and that is from connection to determining if there was a leak. Regardless of the fact that they charge a diagnostic fee, no one gave permission for this to be performed. No one called from Precision to ASK if this amount would be ok to be charged to have the car looked at period. I never gave permission to anyone because no one asked for permission before charging the fee.  I wouldnt have gave permission for something I didnt understand or know if it needed to be done or not.  No one should have done anything diagnostic or otherwise until permission was obtained and it was not.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/30/24 at 8:16 I took my vehicle to this establishment and the work I requested was an oil change and transmission flush, brake fluid change. The original price the guy gave me was $892.00 because this is a tedious job 4-5 labor hrs., after contacting a friend of mine (mechanic out of town) in front of the guy he changes the amount to $632 and said he was giving me a package deal. I made him aware I brought all the parts( filters, oil and transmission fluid and kit for transmission (filter) they called me within 2 1/2 hours saying car is ready. Everything I brought was still in the front seat unused. I dont think they even did the work. When I questioned it the guy said I didnt tell him to use the what I bought and he didnt work on my car! I would give them a zero! I definitely asked them to use what I purchased, beware of this place! I am taking my vehicle to another auto shop to see if these things were done!

  Business response

  04/10/2024

  We do apologize that we did not use the customer's supplied parts.  We had ******, our ********* district manager personally meet with the customer at one of our ********* facilities and showed the customer that we did perform all services using new fluids & a new oil filter.  We apologize for this part as well, there seemed to be a misunderstanding on behalf of our center manager and he did not hear the part where the customer stated that she had her own fluids & filters in the vehicle for us to install.  The confusion on the transmission filter service price came from the fact that in this customer's vehicle, the transmission must be removed from the vehicle in order to access and replace the transmission filter.  Rather than perform that service, we provided the customer with a transmission fluid exchange service at a much better price.  The customer was able to return all of her fluids and filters and get a refund from the retailer that she purchased them from.  Again, we apologize greatly for the confusion on our behalf and we hope that the customer meeting with ****** was satisfactory.  The customer is most welcome to reach out to our customer service center if she has any further questions or concerns.  We can be reached at *****************-227-8863 or ******************************.  

*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. ↩