Complaints

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During November 2023. I took my 2019 **** Fusion to be serviced at this Tuffy location, due to my check engine light coming on. The auto repair shop, ran a diagnostic on my vehicle. They claimed they determined what the issue was with the car. They stated I needed to have my coils replaced. I replaced the coils with them. I was charged $1200 for the service. Once I picked up my vehicle not even 10mins later my check engine light is back on again. I decided to take my car to the **** dealership to have them examine it, the **** Dealership in *********, ** was able to determine that my entire engine needed to replaced not my coils. The reason Im upset with this auto repair center - Tuffy is because they didnt find the true reason why my engine light was on. They went based on what they thought was wrong with it. Now prior to taking my car to ****. I also had the vehicle checked out at a Good year auto repair shop. They ran a diagnostic on the vehicle and clearly stated to me that it would be best to take my car to **** because the codes theyre getting couldnt properly determine the issue. I reached out to the mangers of Tuffy and the store owner. I explained the situation and requested they refund my money back. They refused and claimed that had to run more test on the car to see what was wrong with it after stating they located the problem. While a similar car repair shop who uses the same diagnostic equipment were able to tell me that the **** Dealership would be my best option for repair. Instead of coming up with something they can charge me for and I still have the same problem when I leave the auto repair shop. I refused to let Tuffy look at my car and proceeded to work with **** where they determined it wasnt my coils, it was the engine itself. The Tuffy auto repair shop refused to return my payment back. And the money I spent with them caused me to go into a financial hardship. I explained this to the owner and he refused to refund me still.

  Business response

  07/31/2024

  The vehicle presented multiple misfires at time of service. The customer was informed at that time that the proper repair procedure would be to replace the ignition related components (coils/plugs) in order to establish a baseline for proper running condition as they were a known failure. Diagnosing any engine failure is not possible given the symptoms and trouble codes present. The dealership would be unable to determine that the coils were not needed after the fact. They were in fact needed as a first step to repair. Unfortunately, there were underlying conditions that led to the coil failure or vice/versa. We can not claim responsibility for this and can not issue a refund. We ask that this case be closed. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tuffy charged me for parts they didnt install. I requested my old parts . Return parts: 14 ridium spark plugs & 2 denso plugs. 1 direct coil boot. I paid for 16 coil boots Tuffy didnt return my old ignition coil. My truck is running horrible with missed fires from the engine cylinders. I was charged $155.50 diagnose ,$435 labor, 16 copper plus spark plugs $263.62 , 16 ignition coil boots$244.64 1 cop ignition coil $139.66. Tuffy returned 2 spark plugs that dont match the other 14 plugs. I checked under the hood and noticed only 1 ignition coil boot was installed. I feel like I got robbed of the services i agreed to on the invoice.

  Business response

  06/08/2024

  The customer presented their vehicle to our repair location on 5/17/24 with a complaint of lack of acceleration and backfiring. Our technician diagnosed the concerns and with the customers approval, completed the required repairs. All parts required to complete the repairs as stated on the invoice were properly installed in the vehicle and all old parts were returned to the customer as requested.  When the customer expressed concerns of parts not being installed while he was still at the location, the service manager and the technician attempted to reassure him by visually showing him the parts that were replaced on his vehicle. The customer then stated he believed the parts were replaced and was confident in the repairs he was invoiced for and expressed no other concerns at that time. It is our position that the repairs in question were properly diagnosed and completed and the parts in questions were properly installed in full. Therefore, we ask that this case be closed satisfactorily. 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Tuffys quoted me $75 for an engine flush over the phone on two separate occasions. After taking 2 hours to complete the engine flush, and trying to sell services I did not ask for, they charged me $161. They would not honor the price that was quoted over the phone.

  Business response

  11/16/2023

  We apologize for any miscommunication on our part. The customer was provided a full written estimate for the service requested via text message prior to any work being performed. The additional items included on the estimate were repair and maintenance needs as notated by ************** during the maintenance inspection provided at no charge. The customer provided authorization for the engine flush that he initially requested after the written estimate stating the costs was provided. Nevertheless, we take pride in clear communication and transparent pricing. We have issued the customer a refund for the difference between what he understood the cost to be and the actual cost of the repairs in the amount of $71.76 

*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. ↩