ComplaintsforWoodie's Auto Service

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They told me I needed an oil change, new water pump, new radiator hose, new spark plugs, new oil gasket. They quoted me 1700 dollars for the water pump, and 1200 for spark plugs and oil gasket. I paid the 1700 for the water pump and radiator hose. Before dropping the car off to them I explained my situation with needing an inspection but was concerned about the tint and asked them if it was okay and if not, to let me know because I bought the car that way. They told me it wouldnt be an issue so I proceeded and decided to get a second opinion for the rest. Picked it up and they failed my inspection and charged me for it on top of that.Had another shop look at it. They said my spark plugs were fine, I just had an oil change so that was never needed, and I definitely didnt need a new oil gasket. They had no clue why this other place told me this. My car started over heating and couldnt make it 30 miles without having to pull over. I finally got it to another shop because it wasnt going to make it back to Woodies because I was about 30 min away. The new shop told me Woodies messed up because they didnt replace the thermostat. Whenever you replace a waterpump and radiator hose you typically replace the thermostat. By that point I was pretty upset. I called and spoke with the manager and he was extremely unprofessional and argued with me. I had multiple shops quote me and tell me they should have replaced the thermostat and that they over charged me by 700 dollars. He refused to resolve the issue and I refuse to let this happen and get over charged for poor quality work. It isnt fair and i hope they dont do this to other people. I am requesting a partial refund because I believe that is fair. I could have ruined my car because of the poor service on top of being charged 700 over the other quotes I received to replace a water pump , a hose and a failed Inspection that I explained before hand. Totally unprofessional.

  Business response

  03/01/2024

  State inspection was failed because according to ** state law window tint cannot be darker than 32%. 

  We recommended spark plugs be replaced due to the year and mileage of the vehicle and the fact we saw your valve cover was leaking oil the spark plugs could be replaced at the same time which would save money on labor costs for the customer.

  Replacing the thermostat can be recommended when replacing the water pump. This is not required and does increase the cost of the repair. Our pricing is competitive in our market and we give a 3yr 36k mile nationwide warranty on all repairs like this. If there was an issue with the work done our warranty would have covered it. Unfortunately the customer did not choose to use our warranty.   

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 16 November, my car had an oil change and other work done at an independent certified auto repair service. The battery had died there & would not take a charge. Since I had no options, I had the battery replaced for $352. The original battery was installed by Woodies Auto service,***************************************************, approximately 1.5 years ago for over $450.On 17 November, I stopped at Woodies to get a prorated refund on the faulty battery. I asked the counter clerk, *****, if I bought a battery, would they stand by it. He assured me that Woodies would do that. I then showed him the bad battery which he tested & confirmed to be bad. He then made a phone call to someone, after which he told us to leave the shop, go home and look up the phone number of the battery manufacturer. I reminded him that we had been dealing with Woodies, not some one else, so I asked him if he would look it up & call whoever it was needed to authorize the refund. He refused to call, but finally gave me this number: 800-452NAPA. I called & was told that they did not cover batteries, & that Woodies should have made good on their promise to take care of it.I then wrote the owner seeking some monetary relief. He did not even respond!

  Business response

  12/12/2023

  Good Afternoon ********************,

  
  Thank you very much for taking the time to bring this concern to **. First off, I would like to say if the other service center was an interstate dealer they should not have charged you in the first place. They should have been able to warranty your battery just as we would have done if you had come in for service with us.

  
  We would certainly stand behind our battery, but, as is the same with all warranty work, one must return to the original facility to obtain the warranty. However, this does not apply to someone 25 miles away from the initial repair in which case you would call the warranty number listed on your invoice,and they would ensure you were taken care of.

  
  While we are not typically allowed to do this,***** stated he would be willing, if you have the battery, to take the battery and speak to interstate to see if we can receive any credit that we could then refund to you. We cannot make any promises, but ***** stated he would be happy to try if you still have the old battery. Please do note that we cannot guarantee any refund until we speak with Interstate due to the circumstances.

  
  If you would like to proceed, please respond to this message and I will have ***** reach out to you.

  
  Have a great day,
  ****

  Customer response

  12/13/2023

   
  I am rejecting this response because:
  The response is totally unacceptable. I did return to Woodies as soon as immediately possible, directly after being able to operate the car. **** suggested that folks should walk home from a totally disabled car to find an invoice from over a year previous?? Really??***** FINALLY looked up the invoice & highlighted the warranty phone number, but would not call it when we were in the shop he sent us home to call. I did call the number ***** gave & they explained that they do not cover batteries & I would need to get satisfaction from Woodie.
  **** said ***** would be willing to speak to Interstate if I brought him the battery. ***** knows that he KEPT the old battery that day (perhaps he did not disclose that to ****). If Woodies indeed was willing to make good, why didnt he do so that day & not wait till the BBB investigation?
  This all begs the question of the Woodies questionable business ethics & practices. When we arrived & asked if they would stand behind a battery, ***** said of course. When I said we had bought one from him, he asked to test it. He verified it was dead. Then he called someone, & then afterwards told us Woodie would now not make good (contrary to what he had just said when we arrived). So sad! Let the buyer beware.
  
  

  Business response

  12/26/2023

  Good Afternoon ********************,

  
  I in no way suggested you would need walk home. If you did not remember where you had gotten the battery,  the service provider could have told you it was an interstate battery and that you could call the Interstate Battery help line to find a dealer. This warranty policy is stated on our invoice and this policy is actually a policy held by every service provider.

  
  As stated earlier ******************************** is more than happy to try to see what he can receive in terms of a credit, but he was correct at the outset because you asked for a full refund and that unfortunately is not how the warranty program works. He was simply offering that as a good faith gesture, but it is totally up to you whether you would like him to do that.

  
  As stated earlier, ***** would have stated, did state, and was correct in stating that he would stand behind the battery. The warranty program is in place to replace any parts and or labor required to repair your vehicle due to a part failure. However, the warranty program would not refund your money. They could have jumped your vehicle off and you could have driven it back to us, or you could have gone to any of the national Interstate Battery dealers and they could have assisted you with the warranty as well. Should you decide you would like to take ***** up on his offer, please let us know and we will certainly be in touch!

  
  Have a great holiday,
  ****

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/20/23, I took my truck to Woodie's Auto Service - ************ for a battery replacement. I had explained that the battery died and AAA jumped me off yesterday. Per AAA I only have 1% power on the battery. Without my knowledge nor consent, Woodies performed a "Complete 28 Point Vehicle Inspection" for $111.30 and an Alternator test for $49.00. The cost of these unnecessary, unwanted and unrequested services totaled $160.30. They ended up replacing the battery and a battery terminal for $197.99 for a total cost of $400.60. I would like the $160.30 refunded.

  Business response

  12/03/2023

  Good Evening Mr.  *******,

  
  I truly apologize for any confusion regarding the replacement of your battery. Thank you very much for reaching out to us with your questions and giving us an ability to explain the charges.

  
  The complimentary 28 point vehicle health inspection was not charged on your invoice. This inspection is done on every car that enters our building as a complementary service. We perform this complementary service to ensure you know everything that is currently going on with your vehicle both good and bad.
  The ****** was actually the charge for replacing your battery. We use an independent outside labor guide for all of our labor services.This independent labor guide dictates the amount of time needed to replace and or repair any part on the vehicle and gives the consumer peace of mind that we are charging the time it takes to complete the repair.

  
  The final item of question was the Battery and Alternator test. We do this to ensure the battery is actually defective. The last thing we want to happen is assume the issue is simply a bad battery, replace the battery and charge you for a new one only to end up with another dead battery due to the fact the alternator was bad not the battery.

  
  I did want to note we also replaced a battery cable as part of your service and did not charge you any labor to do so.

  
  I hope this answers any and all of your questions. Each of these charges were necessary to complete the job effectively. Please do not hesitate to reach out to us if you have any other questions.

  
  Have a great day,
  ****

  Customer response

  12/04/2023

   
  I am rejecting this response because:  This is a simple request for a battery change for which I was charged over $400. I was quoted a price for the battery as approximately $200 over the phone before I even came in.  I had to jump the vehicle off to get to you.  I was never informed that the labor to install a battery would be $111.30.  I even told ******* on the phone that Auto Zone would install the battery for free if I bought the battery from them.  That labor cost is excessive by anyone's standards and again was never communicated to me prior to performing the work. I never requested nor authorized an alternator test.  When you tested the battery and saw that it was at 1% (part of your multipoint inspection), you knew the battery was the issue, and therefore an additional test was not necessary.  This is blatant price gouging.  When I complained about these amounts at the shop, they said "don't blame the messenger".  Based on the previous BBB complaints and your response, a larger investigation of your practices should be warranted.  
  
  

  Business response

  12/20/2023

  Good Afternoon ******************,

  I hope this message finds you well!

  I am not sure where the discrepancy is but the 28 point vehicle inspection was not charged on your invoice. That was actually for the labor to replace the battery. The test was required to ensure we were replacing the right part and that, at the time, the battery was the issue not the alternator. I truly apologize for the misunderstanding but the charges were approved or the work would never have been done. We would never commence the work if we did not have approval.

  You do have a great warranty that accompanies that battery and we will be happy to help you in any way we can in the future. Again we sincerely apologize for any misunderstanding.

  have a great day,

  ****

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had the car towed to the by AAA on 10/19 for a large coolant leak. I was told the cost would be $2400 and after discussing he said he would get some off brand parts to the cost to me would be $1900. I agreed. After a week I was called and told there was now a problem with the oil filter housing and it needed to be replaced and would be $300. After another full week the car was done, I picked it up after paying $2,418.46 on 11/1/23. After only 12 hours there was a HUGE oil puddle on my driveway so I called and took the car back to them. They told me it would be $1500 and I was Furious. He said he would talk to the manager and call me back the next day, Friday 11/3. I did not hear from anyone and I called Monday 11/6 and they said they were working on a fix. They called me 11/7 and said it was done with no charge. When I picked it up he said that someone damaged the aluminum oil pan and it would need to be replaced. They only made a temporary fix to stop the leak and it would now cost $2,500 to fix. He said they would not replace even though they are the only servicer I have taken the car to since I bought it in 2022. They noted on the receipt that they did Oil Change and Filter service. They worked on it and now its damaged and they will not take care of it when it was NOT leaking oil prior to them working on it. 3 weeks they had the car and $2400 spent and it is NOT fixed.

  Business response

  11/17/2023

  The vehicle came in with an oil leak after repairs were made and an oil change was performed. After further inspection we found the oil pan had a heli-coil installed on a prior service from another repair facility prior to the customer purchasing the vehicle in February 2023. As a company we do not install or recommend installing heli-coil for oil pan repairs due to oil leak and fitment issues. We do have a *** certified repair kit for oil pan repairs at one of our facilities. We can take care of this issue at no cost to the customer, all we need is for the customer to call and make an appointment with ************** location and give us 1 day for the repair. This repair is certified and permanent and will be performed by a *** certified tech. 

  Customer response

  11/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 15th, 2023, I had my 07 ***** Tahoe towed to woodies on mallard crossing. The original service writer named **** called me and I explained that my vehicle needed a simple crankshaft position sensor relearn procedure and he told me that he had never heard of it on my particular vehicle but to send the car over to be diagnosed. I did that and then **** called me with an estimate for **** dollars for spark plugs and new coils. I called back and told them I just wanted to pay for diagnostics and pick up my car. A manager then called me back and said that ***** pricing was way off and then quoted me a price of $1538. At the urging of my wife, I agreed and assumed that at the least I was getting a full tune upNope! What I got was 3 new coils and 8 spark plugs. All of which were grossly overpriced! I came to pick up my car on that Friday after work and waited 2 hours at the shop. When it was ready, the technician pulled the car out and brought the keys into the office without ever test driving the vehicle. I pay for the service and head home which is literally 5 miles away and the car stalls out again in my driveway! Now just a side note here, all of my symptoms that my car is having is due to the crankshaft sensor not being relearned so the computer doesnt know how to fire the ignition properly! But **** the service guy said theres no such thing. So I called back, obviously furious and **** again says something stupid.Can you drive the car to *********** location? It was like 13 miles away! My vehicle just shut down and you want me to drive it another 12 miles to another shop? Just dumb and inappropriate! The next day terron calls me and has the car towed back to the mallard crossing location. He had his technician thoroughly drive the vehicle after whatever repairs were made and the car repeats the same actions. So now theres nothing more they can do. Terron says its the ecu. The scanner says its the relearn still! $1538 bad tuneup?

  Business response

  06/29/2023

  Please see attached for detailed response.

  Customer response

  06/29/2023

   
  I am rejecting this response because:
  The response is all lies and theBBB does not give me enough room to give a full response or provide proper proof to the said response 

  Business response

  06/30/2023

  Today's automobiles are very complete and very difficult to explain in laymen terms especially when there are multiple issues with the vehicle. The vehicle did not have any codes concerning the crank sensor, it did have codes concerning random misfires which is what we addressed by replacing the coils and spark plugs (this is standard procedure address the primary code first). We addressed the only codes in his vehicle when it came to us on the first visit. He returned with different codes which we addressed and we did complete a relearn on the sensor as he requested at no charge to him. Doing it again will not solve his problem. He is having issues with an unrelated component on his vehicle. There are intermediate communication failures with the **** He left and  installed his own computer and it needs to be reprogrammed. We offered to do this for him at a discounted price since it is not related to the repairs we made and we did not install it. The procedure he is requesting has been done what he needs is a completely different procedure which requires more time. The work we completed solved part of his issues and there are no more random misfires and is cover by a 3 year / ****** mile National Warranty. The offer to do the relearn on his PCM at a discounted rate is available.

  Customer response

  07/04/2023

   
  I am rejecting this response because: although woodies has drafted yet another elegant response, all of the symptoms described are related with the crankshaft sensor, which was my original complaint!  PERIOD!  Im dont trust anyone at the Mallard Crossing facility because when I asked about the relearn after installing the new computer, they had to check to see if they could do it although they said it was done. All they have done is make excuses and quote their 36k warranty.. I drove the truck literally 20 miles since then and if they did the relearn free of charge, isnt that too under the quotes warranty?  So what if it has to be done again and if it doesnt work out then they have covered their warranty fulfillment.  But pay another dime to these crooks.. not happening 
  
  

  Business response

  07/05/2023

  Unfortunately the facts do not support the customer's theory, the vehicle came in with random misfires not a sensor issue which we addressed. He returned with a completely different problem unrelated to his random misfire issue. We advised him of the issue with the *** on his vehicle and he took it upon himself to replace it rather than pay us to do it and now he wants us to reprogram it at no charge for something we did not install. We offered to reprogram it at a discounted rate to help him and he refuses. We are happy to honor the previous offer at this location or at one of our other locations.  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/20/2023 - Dropped the car off for an oil change. Sales rep called me and recommended air filter to be replaced and said that labor would be $10. When I went and paid for it it was closer to $100 for 10mins worth of work. Went back on 6/21 to ask about the drastic difference in price and was basically told off. Very disappointed in the lying and deceptive business practices.

  Business response

  06/23/2023

  I reviewed the customer's account, he had been in for one visit. He had an oil change done, we recommended a CV Axle replacement and several fluid flushes based on the mileage of the vehicle which he declined. We did not recommend or sell him an air filter on his vehicle. ll us why here...

  Customer response

  06/23/2023

   
  I am rejecting this response because:
  The charges were on my wifes account - *******************************.

  Business response

  06/29/2023

  The vehicle was brought in under the complainant's wife's name we called her for authorization for the brake service and filter replacement. We didn't speak to the complainant until after the repairs were made,there was an exact price quoted which she authorized. If she is dissatisfied we will be happy to give her a oil change and tire rotation at no charge the next time her vehicle needs it in the spirit of customer satisfaction. 

  Customer response

  06/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was taken in to Woodies on 3/16/2023 to be repaired. They replaced the engine. They charged me $10308.30 when I picked up the car on 5/9/2023. Approximately $1500 of that was not disclosed prior to 5/9/2023 and was not approved. The car didn't make it 5 miles before the transmission broke. It was taken back to the shop and has been there ever since. It is not driveable and I have requested multiple times for the charges to be voided or refunded until I can pick up a working car. The transmission is covered by a lifetime warranty - of which a total of $6725 is available to complete the transmission replacement. I don't have possession of the car, the repairs were not done correctly causing damage to my car that exceeds the value of the car. I have tried communicating with Woodies GM ************************* directly - but he has not responded since 6/8/2023. My disputes for the charges to Discover in the amount of $10308 have been to no avail and Woodies has been paid for the repairs that have not been done correctly and they continue to have possession of my car. I want refund of the $10308. IF I ever pick up my working vehicle - I would require an adjustment for the undisclosed work as well as a new invoice showing all the work done to my car with a new warranty on the work.

  Business response

  06/20/2023

  We were unable to drive the vehicle when we received it due to it having no oil and coolant and not running. There was no way for us to tell if there was anything wrong with it before the engine was replaced per the customer's authorization. We test drove the vehicle after the repairs were completed and no check engine light was on and there were no history codes in the computer. The work we completed is still working correctly and is covered by a 12 month parts and labor warranty. Unfortunately the transmission is showing an internal failure and should be replaced. We have been working with the customer's warranty company to replace the transmission. During our testing for them we found an intermediate short in the engine wiring harness. With their help we were able to isolate the short and determine the transmission seemed to be ok but we needed to replace the harness and retest. We ordered a harness and replaced it at no charge to the customer. We have test driven the vehicle over the last several days and have notified the customer the vehicle is ready for pick up.    
  

  Customer response

  06/21/2023

   
  I am rejecting this response because: they have been paid in full $10308.30, the Discover dispute has been closed. They HAVE NOT provided me with my car and threatened to not let me have it until I closed this dispute. Please see additional attached email exchanges for details. They did not contact me to disclose additional work since my last email with ****************** - and per his email from 6/20 - installed a "wiring harness" at no charge to me - without informing me or getting my approval. I have continued to dispute and continue to dispute the additional work shown on the invoice as AIR/FUEL Sensor in the amount of $1401.90 and the labor associated with. I was never given a written estimate for any of the work that has been done on my car by Woodies - and I did not waive that right. Unauthorized work was done. More than once. I will accept a partial refund in an amount to cover the undisclosed and unauthorized work. I have requested that they deliver my car to me if it is running as they say - as I have no transportation and they have had my car since 3/16/2023. I am awaiting a response from the General Manager, **************************
  
  

  Business response

  06/23/2023

  As far as the Air Fuel Sensor we had phone authorization from her husband, who was quoted for the work. If she wants a refund if she brings us back the vehicle we will install her original unit on the vehicle and refund her money. I would caution her if that is done the check engine light will come back on and the vehicle will not operate correctly, this will void the warranty for the engine we just replaced. This was not part of the original estimate, the vehicle was brought to our shop from another repair facility with no oil or coolant in it and not running. We were able to get the engine running for a very short time and determined the engine had a severe connecting rod knock. We quoted a price for a used engine replacement which the customer approved. Once the engine was replaced it had a several diagnostic codes relating to the Air Fuel Sensor, we tested it and confirmed it was bad. We quoted a price to her husband which he approved. We test drove the vehicle and checked for current and pending codes and returned the vehicle to the customer.They returned with several diagnostic codes relating to the transmission which all indications lead us to believe the transmission had internal damage. The customer had a warranty thru another company, there were several delays caused by the warranty company requesting additional information and testing. During this testing we found one of the wires in the engine wiring harness even though it tested ok had an internal short which caused the transmission to show an internal failure. Since this was part of the original engine replacement we replaced the harness at no charge to the customer. We test drove the vehicle several times to make sure the vehicle was operating properly, the vehicle was returned to the customer.  

  Customer response

  06/26/2023

   
  I am rejecting this response because: Although I was able to pick up my vehicle finally, after they required my husband to wait 45 minutes before they would unblock my car, we never received a written estimate, the labor has not been itemized and we were not advised of the price for the air/fuel sensor and we DID NOT approve the air/fuel sensor work to be done. While I appreciate the offer, I would not be interested in them doing any further work on my car. Perhaps better communication from Woodies over the 4 months they had my car could have de-escalated the situation. Or while they were "working with the warranty company". My resolution would include a refund for the air/fuel sensor & related labor.  
  
  

  Business response

  06/27/2023

  We will be happy to install the customer's original Air Fuel Sensor (we still have the original unit) at no charge to her and give her a full refund for it.  We do not complete repairs without customer authorization.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in for a rear popping sound in my 2016 ************. They said it was the suspension. Which they change. Immediately after driving home the sound could be heard. I took it back to them for the same issue provided the part and the bulletin Service Bulletin TECHNICAL - Nhtsa ***********************************************************. then they said it was the breaks. They changed them and when I picked up the vehicle I heard the sound again.

  Business response

  04/13/2023

  On his first visit he had a rattling noise in the rear of the vehicle the rear shocks were worn out and rattling. We replaced them after quoting the repair to the customer. On his next visit 38 days later he told us of a noise in the front of the vehicle we found the front brakes below spec at less than 2 mm and some noise was coming from the front struts, again we quoted a price and the customer authorized the repair for the brakes only. We have reached out to the customer on 4/12/23 and are waiting for him to contact us. All repairs are covered by a 3 year / ****** mile National Warranty, we are more that happy to check the vehicle to see if there is any problems with the work we completed. The noise in the front of the vehicle may be coming from the worn front struts that he declined the repair on but we are happy to check and verify for him at no charge.  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in reference to Woodies Auto at Mallard Creek and my appointment that occurred on March 20th, 2023. Beyond their outrageous prices, the unprofessionalism is unmatched at any business establishment I have seen. Lets start with this.in front of me, God d*mn was said by an employee at the customer ********************** desk and including that he didnt like my car model; after that, they didnt know I could hear them in that waiting room area where they chose to use the f word constantly and other curse words in the front customer ********************** area. Then, after a customer called, the employee at the front desk said after he got off the phone, he sounded like he was wasting my God-d*mn time. Mind you, I was in the waiting area where there is a wall and glass doors and I was hearing all of it. Later on, one did some sort of accent. I called them out on their unprofessionalism and let them know I could hear EVERYTHING through the wall. The one employee smirked and I said how much unprofessionalism each of them were exhibiting; I also asked who was the manager on duty and an employee who was present when it happened said me and I said you allow this to happen while you are here? To which he said I dont know what Im allowing to happen. When I gave him specific examples and let him know I will let the owner know about this (including the making fun of a customer), he told me to go ahead. I called their corporate office several times and the ************* up on me the first time I got him on the phone. The associate who directs the calls said I did a post on NextDoor for attention, and that I was beating a dead horse. I have no resolution, no apology, and I still dont know why I was charged nearly $280 for an oil change and brake fluid. *** attached numerous of other complaints against this particular location. I ask that you investigate their business practices and help me find a resolution. Ive sent 3 e-mails to the owner, **** Woodie, and have not received anything.

  Business response

  04/07/2023

  We take every customer's concerns very seriously and investigate each one to determine what happened and how we can improve our service and reduce any mistakes we make. In my fifty years of customer ************************ have never experienced a situation like this one. The customer did call in to complain mostly about what she overheard the employees saying. Two of the employees were on the phone with other customers so we were able to listen to the phone conversations. We found nothing offensive was said and our employees were polite and professional. I also interviewed all of the employees individually and each one had the same comments. They noted the customer seemed fine when she came in but as she came out to pay for the service, she was loud and argumentative. I did speak to the customer on the phone and listened to her concerns. As she spoke, she became louder, verbally abusive and argumentative to the point I had to hold the phone away from my ear to understand what she was saying. I was unable to speak at all during the conversation and, unfortunately,I finally did have to hang up on her. She had called each of our 14 ********* locations numerous times before and after our conversation continuing her behavior. She called our office number over 20 times repeatedly. It was so bad we had to block her number. This if the first time in my career I feel there is absolutely nothing we can do to help this customer and would ask her to take her vehicle somewhere else for service. 

  Customer response

  04/07/2023

   
  I am rejecting this response because: this is false information. I ask that the BBB send a FOIA request for the telephone calls. This response also came from the ** who hung up on me and refused to take my phone calls. I find it highly unprofessional how they handle this and would request the BBB step in and investigate the numerous of complaints against this business. I fully request an apology and refund from this business. I also was not verbally abusive; I called seeking an answer and was not given one. They continuously avoided my phone calls in hopes to sweep this under the rug. This company has a strong history based on allegations I found of being demeaning to women in particular and there are over claims from others of price gouging. I ask that this manner is elevated to the actual owner, **** Woodie, and not the **.
  
  

  Business response

  04/19/2023

  As I mentioned in the prior response we take every customer's concerns very seriously and investigate each one to determine what happened and how we can improve our service and reduce any mistakes we make. We did check the pricing of the service the customer paid for and found we were significantly lower than what the dealer charged for the same service. I found nothing offensive said our employees were polite and professional. I also interviewed all the employees individually and each one had the same comments. They noted the customer seemed fine when she came in but as she came out to pay for the service, she was loud and argumentative. I did speak to the customer on the phone and listened to her concerns the longer she spoke the louder and argumentative and verbally abusive she became to the point I had to hold the phone away from my ear to understand what she was saying. I was unable to get a word in the conversation and I finally did have to hang up on her . I apologize for hanging up on her but we do not tolerate verbally abusive customers.  We are a professional organization that has proudly served the ********* and surrounding communities for over 60 years. The business has grown the way it has building relationships with all of our customers, this growth would not have happened if we treated them as this customer alleges.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The dates of my transactions was 8/5-9. 8/16-19, and 8/24-26, for the same thing. My check engine light was on so I took my car to Woodies on *********.********* **. I had to come by three times and was charged a total of *******. $508.72, the first trip, and $594.15 on the second trip. On the third trip, they discovered it was the gas cap, which was a $10 fix. I feel this was the real problem all the time, and feel that I should be reimbursed. Thanks

  Business response

  09/01/2022

  Complaint Case number ******** Amount $1102.87
  
  The customer came in on 8/5/22 with a check engine light on with codes P0451 and P0441 both referring to the evaporative emission system.We addressed the P0451 code first and told the customer we needed to start with replacing the **** Pressure Sensor first since the P0451 code often sets the other code at the same time and that the P0441 code might come back and set the check engine light after it was driven. We quoted a price and the customer approved the work. We told him with a evaporative system leak it must be driven in order have the readiness monitors reset if the light comes back on we would recheck it for him at no charge. He came back in several days later with the P0441 code and the check engine light on. We retested the system at no charge and found the canister purge vale and vent solenoid both were leaking. These were different components than were addressed during the first visit which failed with the increased pressure of the sensor we initially replaced. We called and quoted a price for the repair and the customer authorized it. He came back in several days later with completely different code of P0455 gross evaporative leak , we tested the system again at no charge and found the gas cap was not allowing pressure to build in the system. Since this was the third trip in we replaced the gas cap at no charge to the customer.  This is an unfortunate situation for the customer and we can certainly understand his frustration.  While he make think it was the gas cap causing all his issue that is not the case. The code on his last repair is not the codes we addressed when the sensor, solenoid and valve were replaced. The testing for finding his additional issues and replacing the gas cap was done at no charge to him. If the customer is having a problem we will be happy to check it for him at no charge all of our repairs carry a 36 month / ****** mile national warranty.

  Customer response

  09/02/2022

   
  Complaint: 17782690
  
  I am rejecting this response because inconvenience of repeatedly bringing my car back for issues that should have been resolved the first time.
  
  Sincerely,
  
  ***************************

  Business response

  09/08/2022

  We apologize for the multiple trips but when there are two separate diagnostic codes a primary and a secondary code standard procedure is address the primary code first (which in some cases will address the secondary code as well) and complete a drive cycle to see if the secondary code comes back on.The customer needed his vehicle and it was explained to him the possibility of the light coming back on. The light did indeed come back on at which point we tested the system again at no charge to him. On his last visit we found the gas cap had failed to hold a seal and set a completely different code unrelated to his previous visits as a customer satisfaction gesture we tested the vehicle and replaced the gas cap at no charge to him.  All of our repairs carry a 36 month / ****** mile national warranty.

  Customer response

  09/08/2022

   
  Complaint: 17782690
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  09/10/2022

  I am still having the check engine come on today 9/10/22. For the fourth time.

  Business response

  09/13/2022

  Please contact **** at the Ashley **** location for a time convenient for you to bring in the vehicle so we can check it for you at no charge. 

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