ComplaintsforLuke's Auto

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Honest, Quality, Luke’s Automotive has worked on my truck in the past and the service was quite good. They lived up to their advertised claims of “honest and transparent”. So when their mailer advertising an oil change special arrived I thought it’d be worth it to try rather than doing it myself in the middle of winter. The service coordinator was very pleasant bud did say that the ad was for partial synthetic blend not full synthetic which my car required, it’d be a little more, but still not an excessive increase. Fine, but I suggested they make a note of that on the mailer. After the service was done however the bill was almost twice the advertised special and the reason given was ‘European car’. Having often changed the oil myself I knew that it’s no more than an oil plug, oil, and filter. The head service manager could provide no details as to why my car was so very different other than maybe there are extra panels and different filters. Again, I’ve done the oil change, and the answer is no. The dishonest thing here is not the price or different pricing for different cars, it’s surprising a customer with a bill twice that advertised. At no point did the Luke’s team advise the price would double. Such practices are not only dishonest, but possibly illegal as well. After asking for an explanation of how doubling the advertised price reflects the Luke’s Automotive motto of ‘Honest and Transparent’ the service advisors had nothing to say. If you choose Lukes for your service, tie them down on price.

  

  Business response

  03/26/2024

  We strive to provide a consistently high level of service and communication across the wide range of vehicles brought to us. While it is impossible to to cover every caveat on a mailer for the wide range of vehicles, we do seek to fully review all costs when speaking directly with a customer. If you believe that review was missing or even lacking, we are happy to fully refund all charges. It appears this would be $67.32.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Current month is November. Back in August, I had a couple issues with my car that needed to be looked at. They did a couple of things to it and I thought all was well. Now my car is doing the exact same thing. I took the car into another shop and they found the exact same thing. I talked to the shop manager at Luke's Auto shop and he said that all they did was replace a cover of some kind and recalibrated a sensor, but replace it. He told me back then that they only got partial acceptance from my warranty. Well the new shop I went to stated they got full acceptance from my warranty. Also Luke's said the new shop is probably seeing an old oil leak since they never cleaned it up in the beginning to save me money. Well the new shop said no it's definitely leaking again and they are gonna have to replace the cover again, plus they are replacing the sensor. Back in August, I paid Luke's 387 dollars for all this, when they only did the minimum, and with the new shop replacing all this, it's only costing me 250 dollars with my warranty. When I paid Luke's Auto, it drained all my savings and now I feel like I just handed over free money to them since all this is happening again. I'm extremely upset and feel like I've been robbed. Funny thing is I never told the new shop what Luke's did until after I received the itemized statement from the new shop so they had no idea I even had it at Luke's until I told them after received their statement.

  

  Business response

  11/30/2023

  At Luke's Auto we care greatly for the satisfaction of our customers, and we back up that care with a 5-year/50,000 mile warranty. When we were made aware that there was a possible issue with repairs we performed to the customer's vehicle, we asked that it be brought back for us to conduct a warranty inspection. The customer was advised that this was free of charge and, if the issue was found to be with the repair we performed, it would be corrected also free of charge. The customer declined to bring back the vehicle or give us the opportunity to perform a possible warranty repair. Instead, the customer requested a refund, which is beyond the scope of our warranty coverage. Please see the attached work order for a full warranty description and customer signature.

  Customer response

  11/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20852836
  
  I am rejecting this response because: I was advised by the current shop I'm working with to get ahold of the BBB, and what Luke's Auto said was not true. Lukes days that what the new shop was seeing was probably an old leak due to the fact that Luke's never cleaned up the oil to save me money, but the new shop said it's definitely a new leak. Also, Luke's said that all they did was reset a sensor. There new shop is REPLACING IT, and basically doing everything over that Luke's did, plus more, for cheaper than what Luke's did. I feel I was basically robbed and don't understand why they cannot refund me. This is crap.
  
  Regards,
  
  **** ********

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