Complaints

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  726/2024 I took our Jeep and to get it repaired it was making a noise the manager said it was a sway bar on both sides they had to be repaired we paid over $2,000 to get that done she also said the light bulb was out which it wasn't and they changed that cause charged me to fix it which was not broken she said the heat shield was loose and they tore it off it's still there she said we would not have no more noises and if we do then his gasket needed changed around the oil which was not the case when they put the sway bar in they cross started one of the bolts on the left side and caused the strut and shock to go bad so that had to be replaced on other company for over 755 but my right side is going bad again less than 30 days after I had it there I called Tuffy's the manager was not in person in charge said they cannot help me I paid a ****** to do it after a month of going back and forth, corporate office I went online made a review they finally got a hold of me I took all the paperwork from both companies she took a picture one of the part I won't give her the part till they make me right she said I'd hear something that day from her Airy manager a week later I called her back nothing she said he's on vacation called a week later spoke to her then ended up calling another store that area manager called me back said I voided a warranty. Which you know they didn't know how to put a s**** in the first time so why would I want to take it back to him but my right side as I told him and her needed done again he told me that they can't do nothing I boarded the warranty I told him I do what I have to do so I have seek the attorney to try to get the money back and to get my other side fixed

  Business response

  11/04/2024

  Good morning,

  ***** purchased this vehicle from a used car lot a week or two before bringing it into our shop for repairs.  There was pre-existing mechanical impact damage on the right front of the vehicle when she purchased it.  She also had purchased an extended warranty on the vehicle.  We encouraged her to take it back to where she purchased the vehicle to have them rectify the situation and they declined to help as she signed an as is contract.  The extended warranty company refused to honor her claim as the damage was pre-existing.  We informed ***** that our repairs might not fix the problem, that we are not a body shop and more damage may be lurking than we can see.  After being fully educated, ***** decided to proceed with the repair.  After completing the repair, ***** tried to dispute the charges through the finance company she used for the repair cost.  They declined to reverse her charges because of everything I just listed.  She was told by the finance company and by me personally that she was welcome to come back in and we would take another look at it under warranty.  ***** chose not to do this.  She then proceeded to go to another shop, have them remove the parts we installed therefore voiding our warranty.  It is important in these situations that accurate information is conveyed so the entire story can be told.  While we regret that ***** has experienced any hardship from these chain of events, we did everything in our power to educate and advise ***** to help her make the best decisions in regards to her vehicle repair.  While we wish her the best, we do consider this matter closed.

  Customer response

  11/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22485761
  Nothing that they said  in the  the responses  is the truth.  They said after the looked at the car that there was Damage Done that had been to control arm but replacing it would fix the issue and that if you fix the left side the right side needed then at the same time. They never told me to take it back to where we purchase a vehicle I had an appointment made there to have it in but it was going to be a week before they could get to it and I wanted it looked at prior to that and fix furthermore I never tried to dispute the charge with the finance company so that's a lie I don't know why they would say that. 
  I am rejecting this response because: 
  
  Regards,
  
  ***** *****

• Initial Complaint

  07/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Drop car off on June 25 th, took two weeks for the manager to get a claim with car shield. Manager ***********************, I called car shield to inquire about a rental, they told me they didnt have a claim number. I called Tuffy, the manager said , she was waiting on car shield to send an email. When I threatened to get an attorney, she got on the phone, and called car shield, because I had called Tuffy back and spoke with another person, another worker that take Gineens place when shes off. He said she was taking to the person ****** at car shield, got claim, had a rental for nine days, car shield denied the claim due to the contract was not in action until after the fact. I discussed with Tuffy manager on what to do next, they gave me an estimate, $4671 with tax, $2000 down, take five days, called between 1 and 2pm on July 23, now the manager is saying that they dont have the part, and my car wont be done until the following Tuesday. The manager keep changing the times. My car is suiting in the lot. I told her I dont have the money to keep getting other transportation to go to work, Im using all my money to pay you. She said the parts are coming from the manufacturer, which I dont understand why the part wasnt ordered from the beginning. The car has been in their possession a month on July 25, of this week . They got the $2000 of my money to start the job. I keep getting different excuses.

  Business response

  07/30/2024

  The car has been completed and returned to our client.  This work was subcontracted out to a local transmission shop and the delay was out of our hands.  We strive to turn all cars around as quickly as possible for all of our clients  I will be contacting the client today to discuss with her what happened and why.  I appreciate the BBB's help in this matter.

   

  *************************

  Regional Manager 

  Tuffy Auto Service

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2016 ****** Rogue in for replacement of front brake pads and rotors on Tues June 4th 224.. The manager, ******, showed me some pics and said I needed to replace 2 filters and I agreed to it. When I got in my car, there were several warning lights on including the check engine light and a malfunction warning that was flashing. When I went back in, ****** told me that the technician broke a part when he was changing one of the filters. She also tried to tell me that it was because a previous tech put the part in correctly. After arguing with me for nearly an hour, *** (whom I believe is one of the owners) stated he ordered the part from ****** and it would be in on Thursday June 6, 2024. I did not hear from them all day. Since I transport passengers in my car for a living, I need to have this taken care of immediately. No customer will want to pay to ride in a vehicle with warning lights flashing!!

  Customer response

  06/18/2024

   

  Tuffy Tire and Auto Center

  4188 West Broad Street

  Columbus, OH  43228

  Business response

  07/05/2024

  We appreciate you reaching out. This complaint has been resolved with the client previously. I spoke to the client to make sure this was still the case. We consider this matter 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. ↩