ComplaintsforUlmer's Auto Care

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have contacted them directly in the past only be told by someone they don't know who or where their "marketing team" gets my personal information to spam me flyers in the mail. I have successfully been able to remove all *unk flyers coming to my house but Ulmers Auto Care. I would like to figure out how am I supposed to have my info remove from their system to send *unk flyers, I've never once used their services either, which also means I can't figure out who they even bought my information from. How can we figure this out? I don't want the flyers, and it's ridiculous every other service, in the double digits we're talking I have been able to remove from being sent *unk flyers in the mail except these folks, and they don't even have a clue where the information comes from is *ust as frustating.

  Business response

  03/27/2024

  We are sorry that you receive our flyers and it has become an inconvenience for you. We use a company called ******* Marketing located in Marietta GA. Mailing lists are provided by your USPS. Please feel free to contact ******* directly at ************** to request to be taken off of the list.

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me assuming ******* honors the request and I do in fact stop receiving this spam.  Frankly this should be on the business in the first place to control their marketing, not the end user to stop their spamming.
  
  Regards,
  
  *
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came to Ulmers to have my car looked at a few months ago. They assured me that they will be fixing the fuse box and then they will find the problem with my car. They didn’t fix the fuse box and they kept my car for a couple of days due to their “long labor” for fixing the fuse box. I just went to ***** **** and got it fixed again, it took about 30 minutes and it was free with the brake service I bought. Ulmers saw an opportunity to take money from a woman who they saw was unknowledgeable about cars, and they took more money than they should have. They also didn’t fix anything and basically told me my engine is bad and my car is good for nothing. They never fixed a thing and they took over $400 from me.

  Business response

  03/26/2024

  Both the inspection sent to the customer and the invoice indicates that there is an internal engine problem with this vehicle along with a main fuse box failure. We documented all testing including using a borescope in each cylinder with damage found in the #2 cylinder causing the misfire, oil burning and rough running. It also stalls when the oil is low. Engines do not perform well without lubrication. Our goal is 100% customer satisfaction and have never taken advantage of any customers. We have been in business since 1936 and we are very proud of our impeccable reputation. If this customer does not find the value in our service, we will issue a full refund in the amount of $428.51.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car towed to Ulmers Repair shop in Milford off **** *** on Jan.22nd for a fuel line leak. ***** told me they wouldn’t be able to get to it until Friday, the 26th. They sent me an invoice that same day, quoted me $2,018.78 (with $30 off included). On Monday they called to say it would be done by Thursday or Friday (Feb.1st & Feb.2nd). I called Friday & they said it still wasn’t done & needed to order bolts that would cost $40 & that it would be wrapped up by Monday(Feb.5th). So i had to get a rental from Hertz costing me $193 after taxes, fees, insurance & gas. From Saturday-Monday. I called them again on Monday and they said it still wasn’t done and that they’d have it finished up on Tuesday. So i called Tuesday, STILL not done! So i told them I’ve been missing work and needed to get a rental so they need to give me some type of discount for the inconvenience and having to pay out of pocket for a rental. *****, who I've been speaking with the whole time, said he had some discounts he’ll put on there for me. I go to pick it up yesterday (so they’ve had it from Jan.26-Feb.7th), there’s no discounts were on there and the final bill was $2,068.78! They have done nothing to try to accommodate me. I’ve lost money from missing work and having to spend almost $200 on a rental. They should have offered me a rental AT LEAST for pushing the finish date back by almost a week.

  Business response

  02/16/2024

  Our recollection of the events' time dramatically differs from what the customer feels happened. We will be happy to issue a check for $193 to accommodate the customer's request to choose to get a rental car during this time. 

  Business response

  02/16/2024

  Our recollection of the events' time dramatically differs from what the customer feels happened. We will be happy to issue a check for $193 to accommodate the customer's request to choose to get a rental car during this time. 

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I asked Ulmers auto, Southgate, to give me a price to fix an oil leak in my car. They gave me an appointment time and day. I questioned the possibility of fixing the problem that day and they responded that sometimes it is possible. I dropped off the car at 7:30 AM and received a call at about 1:00 PM with a long list of repairs needed. The oil leak turned out to be transmission coolant lines. They also found a long list of other needed repairs. When I went to pick up the car, they were unable to fix anything that day, I was told of a $140 fee for assessing the leak problem. All the other problems were found at no charge. My issue with all this is that they never mentioned a fee for the assessment until I went to pick up the car. Had I been told beforehand it is unlikely that I would have even asked for an appointment.

  Business response

  10/10/2023

  We have attempted to contact the customer to discuss the issues at hand. When there is technician time spent to pinpoint a customer concern accurately we do have to charge to cover the time, materials and expertise required. It is our policy that if an inspection charge or testing charge is required then we are responsible to have that conversation and it must be authorized by the customer. My advisors were sure that they discussed it but obviously there was a breakdown in communication.  Our philosophy is 100% customer satisfaction and obviously Mr. ******* is not satisfied. We are happy to offer a full refund.  Can Mr. ******* please call the shop so we can process the refund? Thank you.

  Customer response

  10/19/2023

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

• Initial Complaint

  10/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I did a key drop at a garage the night before service was requested. On the envelope for customers to write repairs requested, I wrote that the left turn signal didn't work, the right turn signal didn't work, and the hazards didn't work. In the regions of the envelope where additional maintenance could be checked, I wrote "none" along each column. The car obviously provides basic transportation only. Safety of vehicle signals was my only interest. When Ulmer's notified me the car was "done", I went to collect the car. To my shock and horror, I was presented with a bill (RO #*****), I saw the amount was $358.53. The only repair they had made, was to replace the left taillight bulb. And for that repair, they included the need to "remove all obstructions to gain access to the bulb. This was nonsense at best. A piece of shaped carpet against the back panel of the trunk needs pulled forward a few inches. The taillight housing is held in place by four or so plastic wingnuts. Once pulled free a bit from the car, the socket for each bulb is readily available to replace. Ulmer's made no repair to the front right turn signal, which needs the socket replaced. Their RO states that both headlights of the car need replaced to enable replacement of the "broken wires" (for which they wanted to trouble shoot the car's entire wiring harness) and removal of water. They said a sealing cat for the light was missing. It isn't, I rechecked, couldn't find water either. When I expressed my dissatisfaction upon responding to a "Would you recommend us?" email, I received a phone call from an "Alex" I believe. He maintained that the headlights needed replaced ($736.69 price listed on the RO, in order to repair the front left turn signal. This is incorrect at best, deceitful at worst. As has been true for Ford, Toyota, and Chevy vehicles which we have owned, the front lights for headlights and turn signals, are in a "housing". Each bulb has its own socket. It needs to be t

  Business response

  11/03/2022

  Tell us why here..To whom it may concern,
  
  I am writing in response to the complaint filed this week by ***** ******. Last week, Mr. ****** was in the shop for repairs and diagnostic services authorized by his wife. We have time stamps for all authorizations. Unfortunately, he was not happy with the conclusion that his vehicle was not in safe, reliable condition, and we cannot change that fact.
  
  The vehicle was picked up from our shop, and we received a bad review from our in-house CRM system within one hour. My manager from the Milford location called Mr. ****** to offer to refund his money spent because we require 100% satisfaction from all customers. He belittled Alex repeatedly, cursed at Alex, and called him a crook before hanging up the phone. Alex called once again and left a message offering to refund his money. We never heard from Mr. ******. On Monday morning, we returned to the office to threatening text messages with derogatory acronyms such as "sfb." I will not tolerate these messages and will file a police report if it happens again.
  
  I'm astonished the BBB would tolerate a customer with such a complaint and take the consumer's side at this point. It tarnishes the BBB reputation within the small business community.
  
  We have offered to return his money, and he is still complaining. The resolution to this complaint is to return the money to Mr. ******, although we have offered it and he has not returned our calls. I am not sure where to go from here. He is unreasonable and, quite frankly, out of control.
  
  Sincerely,
  
  Bryan K*******
  Ulmer's Auto Care
  Owner.

  Customer response

  11/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.  The narrative given by Ulmer's is grossly inaccurate.  A short, and honest complaint would be that Ulmer's was tasked with the job of repairing the turn signals on the car.  Those, and the emergency flashers were the only repairs I wrote on the "key drop" envelope.  They replaced one bulb in the taillight which allowed it to operate.  They made no other repair, replaced no other parts.  "Alex", or whoever, said that both headlight housings needed to be replaced to make the right turn signal operate.  This is plain wrong, or untruthful.  Each bulb of the headlight housing has a plastic socket that twists in.  I received no offer other communication from Alex, or Ulmer's.  At the end of Alex's one phone call to me, he said he would send me a check for the bill because, "We don't need your money anyways!"  I have received no check in the mail.  No message has vbeen left on my land line's answering machine, nor cell phone.  They remain, a dishonest, preditory shop.

  
  
  Regards,
  
  ***** ******
  

  Business response

  11/10/2022

  As you will see attached, his money spent has been refunded and will be put in the mail today. If Mr. ****** was a reasonable human being to begin with this is what we offered. We will no longer waste any of our time on this matter. We are extremely disappointed the BBB did not step in and mediate this matter after we offered to give the money back several times. How long were we going to go back and forth? As Mr. ****** stated we do not need or want his money.
  

  Customer response

  11/14/2022

  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. 
  
  Regards,
  
  ***** ******
  

*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. ↩