ComplaintsforEssential Auto Care, LLC

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Essential Auto did repairs on my truck for almost $9000.00 dollars. They did not reinstall the factory support bracket or heat shield causing a catastrophic failure of the turbo Y pipe. This required me to have repairs done at ************* in *************** for $3510.96 to get back home in ********* Nv. ******* Diesel believes by not reinstalling the factory support bracket a failure would be eminent. Essential Auto claim it wouldn't have mattered if they would have reinstalled the factory support bracket, the failure would have happened anyway. So by Essential Auto willfully neglecting to reinstall support bracket they performed a reckless act of endangerment to my family and myself. This kind of business practice needs to be addressed before they hurt or possibly kill someone.

  Business response

  08/24/2024

  We have investigated this matter thoroughly and have spoken to our diesel tech/professional.  The fact is that this customer drove his vehicle for nearly ***** miles AFTER we had completed the turbo replacement services on it, and the vehicle has over ******* miles on it.  **** has eliminated the bracket requirement and the brand new turbo parts that we ordered did not come with the purported bracket he claims was missing.  Based on the age of his vehicle, as well as the mileage on it, the pipe on his type of vehicle would have failed regardless.  For these reasons, we do not believe the shop is at fault, and we expressed that to the customer. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 03/22/2024. I was charged $580.00 for the removal and replacement of the electric fan control switch on my ******* Town car.. I did financing through koalifi to finance the work being done. I was told that they needed to order the part and it would take a week before it came in. Then I would be able to bring the vehicle back in to have the work done. So I dropped the vehicle on the following Thursday 03/282024. They had the vehicle the whole weekend. When I showed up on Monday the owner **** wasn't around so the acting supervisor named ***** told me he didn't know what I was talking about as far as them fixing the climate control. I made him pull up my sign statement with koalifi for $1,800. The ***************** said the part was in the office and I asked why had it been installed? He gave me some story about them being so backed up and that he would get right on vehicle. So told them I would be back on wednesday. When I returned on Wednesday they told me that the part that they order was the incorrect one and that they had to go to Pick-a-Part and get a part off of a old vehicle. I told him I didn't want that you told me 2 weeks ago that the part you were ordering was brand new and it would take one day. Because on my contract it states that they were supposed to also fix my windshield wiper switch. He claimed that he would take care of it while they waited on the part for the climate control. It's been over a month and I've asked them to remove the $580 off of my initial agreement to pay them because they haven't done the work. Essential Auto Care ignored me, my calls had been placed on hold for long periods of time so that's why I'm finding the complaint with the better Business bureau. They already got the money through the finance company but haven't finish the work. It's been almost a month. Essentai Auto had my vehicle for well over a week and did nothing not even fix my wipers like they promised in the notes.

  Business response

  04/13/2024

  We have been in communication with this customer about his vehicle.  Unfortunately, we have had trouble locating the proper part for his car.  We have ordered a brand new part for him that we located online from another state, and we will ensure that a brand new part is installed in due course. We do apologize for the delay and have offered the customer other free maintenance services to compensate for the inconvenience. The customer had agreed to our offer and we are working to get him back on the road by next week. Thanks. 

  Customer response

  04/19/2024

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

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my suv to get serviced for the suv to pass the smug check. After several months of changing. 3 different parts I was told that they couldn't fix it because they neededed a special machine to fix the *** because it had to do with the electrical parts. So I said OK and I picked up the *** and when I tried to move my truck at my house I couldn't because the driving beers were not working. I call them back and they told me to towed it back to the *********** which I did. After a couple a months they said that couldn't fix the d living ***** because because it had to do with the electrical system. They told me to come and pick up the *** because they couldn't fix it. I said that I would pick it up as soon as I could and thay told me to come and pick it up the same day or the would be sorry if I didn't pick it up that day that he would be sorry have it towed up. My response was that if they towed it up I would *** them because it was against the policy. I called the called AAA to buy a roadside asistense membership but it wouldn't be active until 72 hours after. After the 72 hours had pass I went to the auto shop to pick up my *** they said that my *** had been broken in and that it had been bernt. They gave me a fire department report and told me to wait for there investigation. So I did and I contact them to file a reinvestment to there insurerance they been giving me the turn around and till this day they have not wanting to give me there insurance information to file a reinvestment claim I have call them over and over and they could give me there insurance information.

  Business response

  03/23/2024

  We did not perform any work on this vehicle nor did we authorize this individual to tow the vehicle to our shop as he unilaterally did. We specifically told him we cannot and do not work on his vehicle. We informed this individual on more than one occasion that we are not responsible for any damages to his vehicle that might have occurred outside of our shop or control. He is responsible for his own actions. If the customer wants to file an insurance claim, then he has to go through his own insurance, if he has one.

  Business response

  05/11/2024

  This individual previously made a complaint to BBB on this platform, and it was closed.  As previously mentioned, we did not perform any work on this vehicle nor did we authorize this individual to tow the vehicle to our shop as he unilaterally did AFTER we had told him not to come back. We specifically told him we cannot and do not work on his vehicle. We informed this individual on more than one occasion that we are not responsible for any damages to his vehicle that might have occurred outside of our shop or control. He is responsible for his own actions. We would ask that this matter be once again closed. Thanks. 

  Customer response

  05/16/2024

   
  Complaint: 21458229
  
  I am rejecting this response because: I have eye witnesses to this mater.
  
  Sincerely,
  
  ***********************

  Business response

  06/01/2024

  We maintain our position on this matter, and stand by our original statement that we did not perform any work on this vehicle, nor did we authorize the customer to unilaterally tow his vehicle to our shop. We too have witnesses and shop cameras. If he wants to file an insurance claim for any purported damage, he is more than welcome to go through his own insurance, presuming he even has one. 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This auto shop was recommended to us by our MaxCare warranty company for the repairs of our 2016 ******* Elantra GT. We brought our vehicle to them for the first time on September 21st. From that date until November 20th we had our vehicle. The original issue was a replacement of the alternator. They replaced it, and then returned the vehicle to us. A few days later, the vehicle died and we returned the vehicle to their shop. They held the vehicle and did not complete any futher repairs, they stated the vehicle was fine and returned it. Only for it to die a day later and be brought back. We did this a total of three times, before the final. The fourth time, they kept the vehicle for over a month. The solution ended up being them installing a kill switch in the vehicle because after months of doing basically nothing, they determined that the vehicle had an electric gremlin that they could not fix. So, because they could not fix the vehicle they installed this kill switch and told us to take it to a dealership. Which, the vehicle is at now.

  Business response

  12/21/2023

  This customer originally came to ** with an alternator issue, and we had the alternator replaced through her Carmax warranty company.  According to the customer, her car kept stalling, so she came back and we warrantied her alternator and put a battery fuse in at no charge.  The car ran fine upon our inspection and test drive.  Then, the customer came back a few days later with the same issue.  We again went through the vehicle very thoroughly.  We even engaged a specialist specialist to inspect the car and purchased a brand new computer program for her directly from the dealership that we installed at no charge to her.  This computer cost the shop $1,036.00 in parts alone from the dealership, which we were not compensated for by the customer's warranty company.  We had to eat and write off the cost of this part.  The customer left with no issues and came back a few days later with the same complaints.  At this point, we could not detect any other issues with the vehicle and advised the customer to take it to the dealership for further inspection.  The kill switch we installed was so that the vehicle can start and she can drive it to the dealership without having it towed there. 

  We offered to speak with the dealership representative to discuss what we did on the vehicle, and see if we can further assist in detecting the issues causing the vehicle to stall.  The customer declined our offer.  Overall, the shop incurred significant expenses in parts and labor while working on this vehicle, which we were not compensated for by the customer or her warranty company.  We remain available to speak to the dealership representative to assist them in detecting the problem, especially in light of the fact that the parts we installed were from the dealership. 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive heard a very **** noise in my car. I assumed it was coming from my breaks. I took my van in to have it checked if my breaks need to be replaced, because I am hearing a noise. They, test drove the vehicle, lifted it in their shop and confirmed that even though my breaks are at 50% the noise is indeed coming from the break system caused by rust. They showed me that the edge of the rotors were ***** and thats what its causing the noise. I agreed to have it replaced together with the real pads struts and shocks. When picking up 2 days later, *** noticed that the under mount plastic covers are a little crooked. When I leaned closer, I saw that 3 out of 3 securing nuts that to hold the plastic cover, were missing. I pointed that out, they apologized and took the van back to rectify the issue. *** mentioned them, that my trust was ****** and now I am no longer confident that theyd put everything back properly. A person in charge told me not to worry, h*** double check everything. Extra time (a few minutes) was taken for this and they came back to tell me all is good I am good to go. While driving I soon noticed that the original noise that was diagnosed to be caused by the ***** rotors was unchanged. I took it back to show them, and they said they didnt realize that was the noise I meant before, but now that they know, theyd be happy to take it back in and fix it. It was the end of the day, and I told them I might come back another time for this. So I drove home. Ive decided to walk around the vehicle and visually check things just in case. To my amazement a log nut was missing from my passenger side front wheel. I rushed back to show it. Next day they got a new one for the one missing. Now I am scared if my vehicle is still safe to drive.I am scared to have my family riding in it. I also think they should feel the weight of their own mistakes and not just get away with it. One who does these type of mistakes should not work in this business.

  Business response

  02/18/2023

  We have reviewed and thoroughly examined the complaint herein.  The issue involved a plastic cover and one wheel lug nut (out of six) that was inadvertently not tightened properly.  Once the customer brought it to our attention, we rectified the problem at no charge and apologized to the customer for the inconvenience. We also informed our staff to double check the wheel covers and lug nuts upon finishing a brake job, and to ensure this inadvertent, minor mistake does not occur again. The customer's safety was never jeopardized as he claims, and this was never a safety hazard. The customer obtained a discount of over $300.00 on his invoice.  In addition to this discount, we offered the customer a free oil change valued at $200.00, and he declined. The offer remains on the table, should the customer decide to take it on his next service appointment.  Thanks. 

  Customer response

  02/27/2023

   
  Complaint: 19423919
  
  I am rejecting this response because:

  I never claimed there was a safety issue, but  we cannot dismiss the possibility of other parts, bolts or components have not been missed to be put back in place, or tightened properly.
  I reject the offer of a $200 value oil change because it seems to be foolish to go back to a place who does not take responsibility for their mistakes, cares none about the customers 

  Also them minimizing the importance of the mistakes they made makes them an even less desirable place to have any service ever done.  

  It also is terrible that Ive explained to have similar experiences at other places, causing larger issues later, they listened to me and they did the same.   

  Then a person in charge went to double check on the work and it still came out with visibly missing parts.   

  I reject their offer because it is not equivalent with the discomfort and inconvenience they caused. And the feeling of insecurity to get on the road.  

  I believe they should have at least as much discomfort after doing this, so they actually ************** their jobs and ****************** and belongings with more respect.

  $200 in labor at their shop is NOT ACCEPTABLE, but its rather scary.

   Im waiting for them to have an offer that shows that they actually understand the situation.

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

  Business response

  03/02/2023

  The Shop does not wish to further engage with this unappreciative customer.  He has had similar complaints at other shops, including *******, and he's even complained about his own dentist.  The minor "discomfort" or "inconvenience" he allegedly suffered were more than rectified with the $300.00 credit he received on his invoice.  His car is *************, and he received great value for the services the Shop performed.  Our reputation in the community is stellar and we provide excellent service at affordable prices.  So, if the customer wants the free oil change, then great.  If not, then it's his choice.  But we will not further engage with this guy, and respectfully ask that the matter be closed. 

*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. ↩