Complaints

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******** is the parent company of Tire works. I was advised that I would receive a reimbursement check for 350.00$ to cover damages made to my vehicle during an oil change. I provided the receipts to tire works and was told that a check had been mailed in the amount of 350.00$ on 09/17 by representative ******. I was advised there was no tracking information available and that it if I didnt receive anything in a month from 09/17 they would reissue a new check upon me providing notice. I called and spoke with ****** again on 09/23 who advised that I should wait until 09/27 and follow up again. I am completely unsatisfied with the resolution and am asking to have my payment of ****** to ************** reimbursed by Tire Works/******** as that was what was agreed to.

  Business response

  10/04/2024

  ******** is the parent company of Tire works. I was advised that I would receive a reimbursement check
  for 350.00$ to cover damages made to my vehicle during an oil change. I provided the receipts to tire
  works and was told that a check had been mailed in the amount of 350.00$ on 09/17 by representative
  ******. I was advised there was no tracking information available and that it if I didnt receive anything in
  a month from 09/17 they would reissue a new check upon me providing notice. I called and spoke with
  ****** again on 09/23 who advised that I should wait until 09/27 and follow up again. I am completely
  unsatisfied with the resolution and am asking to have my payment of ****** to Findlay ****** reimbursed
  by Tire Works/******** as that was what was agreed to.

  
  Desired Resolution by ******* ****: Refund

  
  Response:
  A refund check in the amount of $350 was mailed on September 27, 2024, to the address ***********
  ********************************. The check should be delivered 7-10 days from the mailing date.

  Customer response

  10/09/2024

   
  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

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally complain about an incident at the tireworks shop on September 5, 2024, and the subsequent poor handling of my complaint.I visited the shop to inquire about changing my rear brakes. An employee took my car keys to drive it inside for diagnosis. After a few minutes, he asked me to help start the car. As soon as I started it, the key broke - the plastic housing shattered and components fell out. The key was perfectly fine when I gave it to him.The employee denied responsibility. The steering wheel had a lock that needed to be twisted slightly before starting, which he likely didn't do, probably trying to force the key and breaking it.Two locksmiths later confirmed this type of damage is common when someone unfamiliar with the vehicle tries to force the key without properly aligning the steering wheel lock. The employee's behavior (spending time in the car before asking for help) suggests he may have been trying to reassemble the broken key.The employee suggested I buy a new key shell from ****** for a few dollars. However, when I received the shell, I discovered it couldn't be easily assembled. A locksmith informed me that a chip inside the original shell was also needed. I ended up paying $110 for a new key and shell.When I contacted the shop manager for reimbursement, I was met with hostility and rudeness. The manager repeatedly hung up on me, refused to address the issue professionally, and wouldn't provide the corporate phone number.I escalated my complaint to the customer ********************** office, who promised to return my call within two days but failed to do so. When I followed up, I was informed that the store manager had decided not to take any action.I am seeking guidance on how to proceed in this situation. Your assistance in resolving this matter would be greatly appreciated.Thank you for your attention to this issue. I look forward to your response and advice on my options moving forward.

  Business response

  09/17/2024

  To Whom It May Concern,

  The customer brought a vehicle into our facility for a brake inspection. We performed the inspection of the brakes and made a recommendation for the brake repairs. The customer stated that it was not his vehicle, so he did not want to move forward with the needed brake repairs. After the service was done the customer brought the vehicle back the following day stating the key was stuck in the ignition. When our employee went to look at the key the customer turned key himself and snapped the plastic housing on the key. We did inform customer that he would need to contact a company that does keys as we do not do that service at the facility. Customer called in a few days later and stated he was going to purchase bot accounts to fill out negative reviews for the store in excess unless we gave him $2,000 in cash. We could not assist customer with any type of refund as we have not billed customer for any ********************** nor did any damage to his vehicle he brought into our shop.  

  Sincerely,

  Sun Auto Customer Care

  Customer response

  09/18/2024

   
  Complaint: 22283683
  
  I am rejecting this response because:
  
  Their entire response is a lie . I can provide evidence to support my claims:
  
  1. I visited the shop only once. I never came back there the next day or following days.  I'm willing to file a police report to request surveillance camera footage, which will show all events occurred on the same day.
  
  2. I never stated it wasn't my car. The vehicle is registered under my name. I only mentioned that I didn't want to spend a large amount on repairs because I'm planning to sell the car.(and their quote was $300 more then other places).
  
  3. The employee broke my keys before diagnosing the car. It happened when he first took my keys to move the car to inside the shop .  This can be verified through surveillance footage.
  
  4. Contrary to their claim, the employee never advised me to visit a company specializing in keys. He only suggested purchasing a plastic shell from ****** as a solution. I'm willing to take a polygraph test with their employee to prove everything I say is true .
  
  5. When I called days later after I fixed my keys ,I called to complain , I never mentioned purchasing bot accounts or even know what they are. I did state that I would leave negative reviews on their platforms, which is a common practice.

  overall , with a Quick Look at the shop surveillance cameras , we will see whos lying and whos telling the truth.
  

  Sincerely,
  
  *** ******

  Business response

  09/24/2024

  To Whom It May Concern,

  Our stance on this matter has not changed. The customer has told us that he wants $2,000 or he will continue to leave numerous negative reviews. The customer brought a vehicle into our facility for a brake inspection. We performed the inspection of the brakes and made a recommendation for brake repairs. The customer stated that it was not his vehicle, so he did not want to move forward with needed brake repairs. After the service was done the customer brought the vehicle back the following day stating the key was stuck in ignition. When ****** went to look at the key the customer turned the key himself and it snapped the plastic housing on the key.  We did inform customer that he would need to contact a company that does keys as we do not do that service at the facility. 

  Sincerely,

  Sun Auto Customer Care

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All started with brakes rusting and making noise. Shop stated everything was under warranty and would replace. The front roters and pads were replaced but not the rear. They still have rust. I then took my car back because it had a strong smell like gas once I filled up my tank. They first told me it was a faulty purge valve that was changed then it kept smelling like gas I went back and they said it was the charcoal canister that was changed and a leak in the engine bay that was fixed together. This time the kep my car for 3 or 4 days with no update untill i called to see what was going on. It kept smelling like gas I went back and they said it was the gas pump that was changed. Today 08/17 8:20am while driving to work my car just stopped in the middle of the road in a busy intersection (rancho and ******) while driving to work . I called the shop they sent a tow truck and now they are telling me it might be something else. When every time I come in they do a "full inpection" of the vehicle and nothing else is the issue. All of these times *** had miss work pay for ubers and spend more money after all they have charged me and not fixed the issues. I need my car fixed correctly and refund because I have been overcharged for the work that has been done.

  Customer response

  09/16/2024

  I am looking for an update on this case?

  Business response

  09/20/2024

  To Whom It May Concern,

  We have reached out to the customer and have not heard back as of yet. We are understanding that this matter has been resolved at store level. 

  Sincerely,

  Sun Auto Customer Care

  Customer response

  09/24/2024

   
  Complaint: 22157436
  
  I am rejecting this response because: **** from Tire works tried to call me once only after he received the complaint from BBB per the voicemail that I received. The last time I was at the business location I mentioned the issues I was still having. To which the response was ohh that's very weird keep an eye on it. My car is still having issues with the issues Tire Works "fixed" the smell of gas and now oil was still present as of August 24 2024 which was the last time I spoke to **** in person. Never apologized or showed any type of concern and just said to "keep and eye on it" and call if I had any issues. I did also mention that was cars MPG on the dash was moving way to fast from full to half full and vice versa. I decided to take my car to a dealership and have it inspected turns out the smell of gas and oil continued because the fuel pump access covers were torn and "fixed" with duct tape. All parts placed on my vehicle have been aftermarket parts to which tire works always mentioned parts were top tier and what the dealership would install which is all a lie. I have the dealership further inspect my car and also found the cause of an other issue I had brought up to **** and **** at Tire Works a loud ***** noise which sounded like something was loose. Previously Tire works had changed my front struts claiming that it was part of maintenance. Never did they mentioned other components that also had to be taken care of. I brought up the issue again and they took a look at it and now they wanted to change control arms which I declined because I was dealing with the gas smell and that was already expensive. The dealership is now telling me I have to change the parts that they have already done (struts) control arms and sway bars. Everything just tricked down after this "maintenance" that was being presented to me in sections. My front brakes have started to make noise again and my back breaks still have rust on them. Rust that Tire Works claims is from the rain and moisture we have here in *********. Bottom line Tire Works has done the most horrible job on my vehicle and always claimed and blamed the parts that were placed in my. The line was always "it was a faulty part" EVERY single part was faulty according to the shop and never their mistake and negligence. I DO NOT want this business to touch my vehicle and make it worse. I need a refund for the work that was done wrongfully. This whole time my car never had the check engine light which from what I was informed by the dealership that is a major red flag no parts should have been replaced on my vehicle regarding the gas leak/issue. 

  brakes, struts, purge valve, charcoal canister second gas pump and I believe the primary pump as well I never received documentation of what was done to my vehicle the last time I picked it up. 

  My sending unit has to be replaced at this point at well which is why my MPG on the dash is moving so drastically and have to be extra vigilant about my gas to make sure I am not left on the side of the road because my vehicle is not keeping track correctly

  While my vehicle was being inspected at the ******* dealership I had to get car rentals.

  
  Sincerely,
  

   

  *** ******

  Customer response

  09/24/2024

  please see attached documents

   

  I have a video of how my MPG changes

  Business response

  10/18/2024

  To Whom It May Concern,

  We have requested from the customer an itemized list of what she is requesting to be refunded and why. We also provided an explanation as to why we cannot warranty at one of our locations here in ********** 

  Sincerely,

  Sun Auto Customer Care

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 8 2024 I took my car to an appointment at 730am. I left the car there. I told the manager I wanted an estimate for a safe trip to ************, and to call me with a price of work that needs to be done for a safe trip.They called late in the afternoon, and said the car is ready. I said what do you mean? he said it's ready they fixed it. I told him he was suppose to call me with an estimate first. He says don't worry about it. Aug 9 2024 I went to pickup my car and drove half a block and turned around, because my car was making a bad noise I never heard before since I owned the car, on the driver's side front. They knew I didn't have money for the repairs so they started looking for places for me to get credit, and I haven't been paid from my online marketing job yet. I can't get credit because I am in a debt releif program, and they said no loans.I had to go to ********* to fix one of my bank accounts, in person, so I could get paid, and they have had my car all this time. Now I can't get paid till Sept 5 2024 because of closing an account, and opening a new account at my bank, and CS at my online marketing company said it takes 5 to 10 business for transfers on new accounts, and I should be able to withdraw my commissions on or before Sept 5th. The manager called me today, Aug 16 2024, and said corporate declined my claim, what am I going to do. I am not paying for anything, because I was not called with an estimate, and I never signed a work order to have the work done. My attorney's office is closed today Aug 16, 2024 so I have to wait till Monday Aug 19 2024.I was suppose to get a estimate of the costs, but they went ahead and fixed it anyways. Almost a $3,000.00 bill

  Business response

  08/19/2024

  Concerns: 
  August 8 2024 I took my car to an appointment at 730am. I left the car there. I told the manager I wanted an estimate for a safe trip to ************, and to call me with a price of work that needs to be done for a safe trip. They called late in the afternoon, and said the car is ready. I said what do you mean? he said it's ready they fixed it. I told him he was suppose to call me with an estimate first. He says don't worry about it. Aug 9 2024 I went to pickup my car and drove half a block and turned around, because my car was making a bad noise I never heard before since I owned the car, on the driver's side front. They knew I didn't have money for the repairs so they started looking for places for me to get credit, and I haven't been paid from my online marketing job yet. I can't get credit because I am in a debt releif program, and they said no loans. I had to go to ********* to fix one of my bank accounts, in person, so I could get paid, and they have had my car all this time. Now I can't get paid till Sept 5 2024 because of closing an account, and opening a new account at my bank, and CS at my online marketing company said it takes 5 to 10 business for transfers on new accounts, and I should be able to withdraw my commissions on or before Sept 5th. The manager called me today, Aug 16 2024, and said corporate declined my claim, what am I going to do. I am not paying for anything, because I was not called with an estimate, and I never signed a work order to have the work done. My attorney's office is closed today Aug 16, 2024 so I have to wait till Monday Aug 19 2024. I was suppose to get a estimate of the costs, but they went ahead and fixed it anyways. Almost a $3,000.00 bill
  
  Desired Resolution by *********************: I want my car back
  
  Response:
  The customer agreed to pay the bill and approved the work to be completed. The customer has been in contact with the store numerous times about paying the bill and continues to have a different answer with each phone call. The customer has asked the store about financing options and filled out CFNA and SNAP. Unfortunately, they have been declined for both. The customer then only decided to state that he did not authorize the work once the store stated to the customer, they have had the vehicle for too long and the vehicle would start to accrue storage fees. For customer satisfaction, the storage fees can be delayed until September 5th. The customer did approve the repairs, as ******, the store manager, had the phone calls pulled and the customer approved payment on many occasions. We believe that is due to the customer not being able to finance. 
  
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have taken 2 of my vehicles to Tire works on ******************************************* The first time was on April 3rd for my 2017 **** Expedition and after they changed the Valve Cover Gasket on the right that I paid $596.49, when I start up my car the fan instantly kicks on when it didnt used to do that. The second time was for my 1998 Lincoln Town Car on April 5th and it was because my car wasnt starting properly, they changed the Engine control module and they claimed to have fixed it still start normally but it still didnt and I was charged $1330.47 for it. On August 1st I went it for my 98 Lincoln Town car to tell them it still isnt starting properly and they said there isnt anything they can do and my daughter drove the car home. Thankfully I live a short distance away because if the engine had gotten too hot the gasoline wouldve ignited my car. They fix something which in turn ruins something else so you can go back to them. I just want a refund for both my cars so I can take it to a mechanic that can actually fix my problem. Thank you.

  Business response

  08/27/2024

  To whom it may concern,  
  
  Please see attached letter. 
  
  Thank you, 
  Sun auto customer care   

  Customer response

  08/28/2024

   
  Complaint: 22145684
  
  I am rejecting this response because: I agree with what the business said about the visits I made, but I simply want a refund because my car isnt starting properly even after multiple visits to your shop, you say I should go to one of your other shops since you guys cant fix it, I would just like a refund so I can take my car elsewhere so it can hopefully be fixed since you guys arent finding the issue. 
  
  Sincerely,
  
  *******************************

  Business response

  08/29/2024

  To whom it may concern,  
  
  Please see attached letter. 
  
  Thank you, 
  Sun auto customer care   

  Business response

  08/29/2024

  Hi there, I feel like its not fair for the company to say theyre going to do their best to fix my car and then charge me for things that didnt help my car start again. Ive went to their shop 5 times and each time its like theyre trying to get me out the door quickly. I just wanted help with my vehicle and the last time I went they checked the fuel pressure and said its around ***** psi but I took it to another shop and it was at 32 psi, I have the video if you need it.  That other shop said the issue is the fuel pump, fuel filter and fuel pressure and they quoted me $800 to fix that. I would like my refund so I can pay for it to get fixed by another place. I even contacted tire works multiple times through their website and they still havent replied and Ive been trying to get a response for a couple weeks. I dont know what satisfaction they get from scamming disabled people going through retirement but I would not like to be one of them and receive my refund. 

  Business response

  08/29/2024

  This is the image of the psi that I mentioned earlier 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 07/26/24 I took my 2003 ************* SL500 in for a front and rear strut job at Tire Works on *********************. in *********************. I had made a service appointment and spoken with **** the manager early that week about bringing my car in. **** was aware that I was supplying my own parts upon dropping my vehicle off. He stated therefore I would only be charged for labor. Note: On the 03 SL500 after installing the struts a "hydraulic rodeo" must be performed to calibrate the sensors, ride height, etc. Because that car has a hydraulic suspension. On 07/27/24 I received a call I was all set, and my car was ready for pick up. After I paid $2037.99 with my credit card. **** then proceeded to tell me that I had an ABC light on which wasn't on might I add prior to me dropping my vehicle off. And that he could not complete the initial start-up or clear the code because his Autel scanner was not compatible with my vehicle's software. He then stated that he did not think it was an issue with the installation with the struts but a programming issue and if I knew someone with a ************* scanner, they could clear the code for me. I then informed him no I did not and if I had to take it somewhere else would they work with me on the cost since I felt it was their responsibility. He stated he did not know his scanner could not complete the job and it's not reasonable for me to expect him to go out and buy a $20,000 to $30.000 scanner to complete the job. Yet he expected me to know someone with one? Seriously? I ended up having to take my car into ************* of ********* and they completed the calibration and "hydraulic rodeo" which cost me additional $894.06 I reached out to Tire Works Corporate on 07/30/24 and spoke with ********* and made a complaint she assured me that someone would contact me in forty-eight hours, no one did. I called corporate again on 09/02/24 and spoke with ***** that stated that a regional manager would call. I receive a call from Chip.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked ***** to repair my car, he said I needed to replace my alternator. I agreed to replace it. They charged 850$ for the repair. After they completed the repair ***** said the car was done. I drove away and 2 blocks later the car breaks down. I called them to inform them that the car broke down. They charged me for the price of the tow truck and for a diagnostic, but said ***** wont work again till Monday and left me stranded on the side of the road. I ask the Neighboring mechanic to see what was wrong. He said they connected the turbo boot with a zip tied and did not reprogram the throttle body. He corrected the repair for me and charge me $400. I informed ***** of this and asked for my money back however, he refused ran a additional diagnostic and damaged my vehicle and now is trying to charge me for more repairs that wasnt Initially necessary and that I didnt agree to. I simply requested a diagnostic and inspection of the work they did they damage my vehicle, made it in operable for me to drive and kept my car overnight even though I told them I need my car back because I have important appointments to attend to. After asking them for a diagnostic and inspection, the car is in operable and cannot be driven. They said they may repairs that I did not agree to that was not necessary before their inspection. I feel like its possible they sabotage my vehicle I would like to repairs and what I paid for the alternator refund.

  Business response

  06/24/2024

  Concerns: 
  I asked ***** to repair my car, he said I needed to replace my alternator. I agreed to replace it. They charged 850$ for the repair. After they completed the repair ***** said the car was done. I drove away and 2 blocks later the car breaks down. I called them to inform them that the car broke down. They charged me for the price of the tow truck and for a diagnostic, but said ***** wont work again till Monday and left me stranded on the side of the road. I ask the Neighboring mechanic to see what was wrong. He said they connected the turbo boot with a zip tied and did not reprogram the throttle body. He corrected the repair for me and charge me $400. I informed ***** of this and asked for my money back however, he refused ran a additional diagnostic and damaged my vehicle and now is trying to charge me for more repairs that wasnt Initially necessary and that I didnt agree to. I simply requested a diagnostic and inspection of the work they did they damage my vehicle, made it in operable for me to drive and kept my car overnight even though I told them I need my car back because I have important appointments to attend to. After asking them for a diagnostic and inspection, the car is in operable and cannot be driven. They said they may repairs that I did not agree to that was not necessary before their inspection. I feel like its possible they sabotage my vehicle I would like to repairs and what I paid for the alternator refund.
  
  Desired Resolution by *****************: Refund in the amount of $850.00
  
  Response:
  On 06/19/2024, ************ was contacted, and it was clarified that their vehicle required additional repairs as noted on his invoice. **************** first appointment was for an alternator repair that they requested. We did not perform a diagnostic on their vehicle as he asked us to simply replace the alternator. Afterwards, they brought their vehicle back to our shop and asked for a diagnostic. We conducted the diagnostic at no charge, but ************ declined our services. We have communicated with ************, and the alternator that they were charged for is functioning perfectly. No refund will be issued.
  
  

  Customer response

  06/24/2024

   
  Complaint: 21873663
  
  I am rejecting this response because: *********** refuses to take any responsibility for the negligence and malpractice of their mechanics after they repaired the alternator they severely damage my vehicle by not connecting the turbo correctly and not reprogramming a throttle body, They forget to mention the necessity of the neighbor mechanic they forget to mention how the neighbor mechanic had to repair my vehicle after visiting tire works total car care. My car is supposed to be covered under warranty if I have to pay for repairs after visiting fireworks total car care thats a violation of my warranty and I should be covered under my warranty. The only reason they provided a free diagnostic was because of their mechanics incompetence, theyre being dishonest in their response to be *****. I would like the cost of ALL!! repairs refunded. 
  
  Sincerely,
  
  *****************

  Business response

  07/01/2024

  Concerns: 
  I asked ***** to repair my car, he said I needed to replace my alternator. I agreed to replace it. They charged 850$ for the repair. After they completed the repair ***** said the car was done. I drove away and 2 blocks later the car breaks down. I called them to inform them that the car broke down. They charged me for the price of the tow truck and for a diagnostic, but said ***** wont work again till Monday and left me stranded on the side of the road. I ask the Neighboring mechanic to see what was wrong. He said they connected the turbo boot with a zip tied and did not reprogram the throttle body. He corrected the repair for me and charge me $400. I informed ***** of this and asked for my money back however, he refused ran a additional diagnostic and damaged my vehicle and now is trying to charge me for more repairs that wasnt Initially necessary and that I didnt agree to. I simply requested a diagnostic and inspection of the work they did they damage my vehicle, made it in operable for me to drive and kept my car overnight even though I told them I need my car back because I have important appointments to attend to. After asking them for a diagnostic and inspection, the car is in operable and cannot be driven. They said they may repairs that I did not agree to that was not necessary before their inspection. I feel like its possible they sabotage my vehicle I would like to repairs and what I paid for the alternator refund.
  
  Desired Resolution by *****************: Refund in the amount of $850.00
  
  Response:
  The customer has been informed that we will cover all repairs that are made by our facility, and we have offered to diagnose the engine problems at no cost.
  
  

  Customer response

  07/01/2024

   
  Complaint: 21873663
  
  I am rejecting this response because: they are lying when they say they did not damage my vehicle. They are lying when they say they offered me any assistance whatsoever at getting my vehicle repaired. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/5/24 I visited Tire Works for an oil change & a tail lite replacement. They recommended a wheel bearing repair be done that day for safety reasons so I agreed. After everything happened recently, I went back & reviewed the condition report I received before I approved the repair on 1/5 and it doesn't say any problems were found, so I don't know if I even needed a wheel bearing. I made an appointment with an AutoNation repair shop on 4/1/24, for what I thought was a completely unrelated problem. After they inspected my car I was informed that the previous wheel bearing done by Tire Works was faulty, there was a bolt missing that held it all together. According to the tech, my wheel almost fell off when they raised it up, and that it was a real safety hazard. My new car noise complaint was apparently caused by the wheel bearing becoming more loose over the 3 months since Tire Works had "repaired" it, and the additional damage discovered by AutoNation was the result of the faulty wheel bearing getting looser and moving around. There were no warning lights ever, and until the week before I took it to AutoNation neither my daughter or I noticed anything unusual about the car's performance. I wondered if it needed an alignment and a couple days later my daughter heard a grinding noise when making a right turn, so I made the appointment with AutoNation that next morning. Once I noticed a problem we did not continue driving it around. If I had any idea it was related to the Tire Works wheel bearing I would have gone there in the first place. I was a long-time customer, but will never go there again. I have the faulty parts that AutoNation removed, as well as photos they took of the damages. I contacted Tire Works and have been denied any compensation for this, so I am going to file charges with every agency I can think of, until I get some recourse.

  Business response

  05/15/2024

  Concerns:" Just wanted to add what I think is very important information. All these issues that ***** stated on his response about all the issues that came up and he said that they fixed at no charge, All of these happened when the car is still literally in the shop. so, since I brought in the car Feb 21 2024 up to this date May 15 2024, the car is literally in Sun Auto Shops possession. I only had the  car days or maybe a week because i had to constantly take the car back because the check engine light keeps coming on. Every time I call and ask for the status of the repair Im always told that they ordered the parts and theyre on it, and this calls to ask for updates I get the same answer. The parts are being ordered and  repair are being done.
  
  
  Response:
  The vehicle has been completed and repaired. The customers daughter left it at the shop due to not being able to drive 2 vehicles at once. She has verified that the vehicle is okay to take and that the light is off. We regret that we are unable to contact the actual customer because he is out of the country. We would like him to pick it up since it is ready and repaired at no charge. We request that we actually speak to him in order to explain, because he is not receiving information being out of the country from his daughter regarding the vehicle being fixed and sitting at the store.

  Customer response

  05/15/2024

   
  Complaint: 21691204
  
  I am rejecting this response because: the text of the response is referring to someone else's problem, it has nothing to do with my car, they replied to the wrong comment.

  Also, I am currently working with the Tire Works district manager on a resolution.

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

  Business response

  05/15/2024

  Concerns:

  
  On 1/5/24 I visited Tire Works for an oil change & a tail lite replacement. They recommended a wheel
  bearing repair be done that day for safety reasons so I agreed. After everything happened recently, I went
  back & reviewed the condition report I received before I approved the repair on 1/5 and it doesn't say any
  problems were found, so I don't know if I even needed a wheel bearing. I made an appointment with an
  AutoNation repair shop on 4/1/24, for what I thought was a completely unrelated problem. After they
  inspected my car I was informed that the previous wheel bearing done by Tire Works was faulty, there was
  a bolt missing that held it all together. According to the tech, my wheel almost fell off when they raised it
  up, and that it was a real safety hazard. My new car noise complaint was apparently caused by the wheel
  bearing becoming more loose over the 3 months since Tire Works had "repaired" it, and the additional
  damage discovered by AutoNation was the result of the faulty wheel bearing getting looser and moving
  around. There were no warning lights ever, and until the week before I took it to AutoNation neither my
  daughter or I noticed anything unusual about the car's performance. I wondered if it needed an alignment
  and a couple days later my daughter heard a grinding noise when making a right turn, so I made the
  appointment with AutoNation that next morning. Once I noticed a problem we did not continue driving it
  around. If I had any idea it was related to the Tire Works wheel bearing I would have gone there in the first
  place. I was a long-time customer, but will never go there again. I have the faulty parts that AutoNation
  removed, as well as photos they took of the damages. I contacted Tire Works and have been denied any
  compensation for this, so I am going to file charges with every agency I can think of, until I get some
  recourse.

  
  Desired Resolution by *******************************: Repair issues with vehicle.

  
  Response:

  
  ******************** brought her vehicle into our repair facility located on ************************************
  on 1/5/24 for an oil change and bulb inspection. Our oil change includes a full vehicle inspection. During
  the inspection process, our technician found a left front wheel bearing that was faulty and needing
  replacement. We advised ******************** of the finding and repair costs, ******************** agreed to have the
  repair completed. The vehicle was immediately test driven after completion and the vehicle given back to
  ********************.
  ******************** brought her vehicle to another repair facility for what she thought was an unrelated condition
  on 4/1/2024. The repair facility advised her that the wheel bearing repair we performed was faulty and
  needing repair. She gave authorization to have the repair completed before taking advantage of our
  warranty program that would have covered the repair at no cost to her. ******************** advised us of the
  issue on 4/23/2024 after her vehicle was repaired and after filing a credit card dispute for the total cost of
  our repair. When ******************** contacted our manager from our pecos location, she was advised that we
  would be able to further assist her once the credit card dispute is resolved. We are currently waiting for
  the dispute to be resolved by the credit card company.

  Customer response

  05/16/2024

  I have been contacted by the Tire Works district manager about my problem, and am waiting for him to propose a solution. I am no longer dealing with the local store.

  Georgia

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/11/24, I took my vehicle to Tire Works #**** @ ****************************************************** to have my front driver tire patched. The engine light was on. At the location I interacted with manager ********************************* who offered to conduct a no-charge diagnostics of the view "to confirm" as he stated it because I mentioned to him that I know the reason the engine light was on. I left my vehicle to have tire patched and diagnostics conducted. Nearly 2 hours later I had not heard from anyone, I called and spoke with ********** he indicated the car is approx. 10 minutes from being completed. During the call he also stated that my warranty company was contacted and they got approval to do the work. I inquired what work because none of the findings were discussed nor did I give authorization to have them do any work on my vehicle other than patching tire. After arriving back to pick up my vehicle, my tire sensor was broken and the slip plate engine cover was dragging the ground upon pulling off. The clamps were fixed and the tire sensor was replaced. The tire sensor they provided did not work & I did not authorize nor allow this location to do the work and the claim was supposed to be closed on 4/15/24. As of 4/29/24, I was told by my warranty company that the claim was still open. I called Tireworks #**** and ******* stated it would be a few hours before he would call to release claim. I gave him 1.5 hours as I explained that I needed to take my car elsewhere. The time passed and it was not done according to ******* when I visited the store on 429/24. We had an back/forth exchange which I mentioned being further inconvenienced because he failed to follow through on what he stated he would do on 4/15/24. He refused to do it at that moment and mentioned he would do it between now and 6pm although he knew I had to take my car today(4/29/24). I told him that it was poor customer ********************** and why I did not entrust them with my business along with other things that went wrong.

  Business response

  05/01/2024

  To whom it may concern,  
  
  Please see attached letter. 
  
  Thank you, 
  Sun auto customer care   

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 29 i took my car to Tires Works on **************************, because the checking light was on. So I told the guy Im here to check what going on with my car, they explained what happened and they have the parts. So they told me if i want to proceed with the process and I told the guy I will call you back. So ended up didnt call.because I was busy for work. A few days I called them back and I spoke to the manager, he told me the car its are ready been fixed and the price is ***** plus. So I told the manager I didnt agree with putting in the parts inside my car, and I told him I couldnt afford that money. Manager told me try to apply snap financial, so I apply didnt approve.then I told the manager I want the part out of my car he said know. I told the manager (I didnt sign any paperwork )he told me when I dropped off the car I sign it. The next day me and my wife when to check the car, so we talked to the manager to show me when did I sign the papers he said it was electronic sign. When I see the signature its was a straight line, and I told the manager thats is not my sign he was saying this and that because he trying to cover up their store. So this manager I dont know if he got fired. the new manager is taking over the store. I explained everything to the new manager he said he doesnt have any choice I still paid ***** plus. So they refused to remove out the part. thats all Im trying for is to tow my car back and they can have their parts back. So now they charge me ***** plus. and I called the corporate and explained my situation they said they will call me back after 48 hours but sadly they didnt called. Now I dont want them to hustle people with their over charge. Please BBB help me to resolve this issue.thank you

  Business response

  04/16/2024

  To whom it may concern,

  
  Please see attached letter. 
  

  Thank you, 
  Sun Auto Customer Care

*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. ↩