ComplaintsforAll Tune and Lube Columbus

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car here on 1/5/23 invoice 61217, I paid $159.90 to have my car inspected the only thing was found was a wire under the hood misplaced so they say.

  I left with a bill for $1,849.95. I was charged for back rotors $239.98 but my front brakes were changed. A full inspection was not done on my car a week later I was back vehicle still making the same sound. This time I was told that there was a bungie cord attached to my front tire and that was the noise I heard. The noise stopped for a day and it came back I was there weekly trying to let them hear the sound. Finally it happened I was told at this time it was my shocks and struts which I just had replaced.

  I went home and did some research and asked him to check my rack and pnion *** and the tech checked and said that was the p***lem and this was on 2/3/2023 invoice 61308 he also said that I needed suspension control arm and another alignment. I told him I just paid for one not paying for another I was told at this time that they take their vehicles somewhere else for alignments.

  Well here we are and my vehicle is still making the same sound and my brakes are squeaking my front brakes that was just done. While I was there I kept seeing the same lady when I brought my car back. She was bringing hers back as well because her car wasn't fixed correctly either. We exchanged numbers. She was a black woman as well and we both felt like we were being taken advantage of by ***. I would like a refund for the intlital inspection it was never done a the back rotors. I would like my car fixed at no charge because it was never fixed. When you questioned *** he would say well you can just come get your car knowing there is something wrong with it. He would also become upset when you questioned his work.

  Business response

  04/28/2023

  I have spoken to the customer once when the original complaint was given to our company on 04/21/2023 - in addition, our location at **** ** **** **. has made several attempts to contact the customer to have her bring the vehicle back in for follow up review and to potentially correct her concerns under warranty.  Customer needs to call ###-###-#### ***** to schedule a time to bring the vehicle back in.  No adjustments or concessions will be made until we have time to recheck the vehicle and the work that we performed.  

  Customer response

  04/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. The shop never reached out to I only spoke to one person and that was over a week ago. The person stated he would call me back on Monday April 24tn. The shop has been closed prior to our conversation on the 21st. I'm only accepting this offer because I want my vehicle corrected and with the understanding that I am not paying anything out my pocket to get my car fixed. If it would have been done correctly the first and second time I wouldn't be bringing it back again. 
  Regards,
  
  ****** *****-*****

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in to ATL Total Car Care Columbus to have the rear differential replaced. The part was not available and they said they could place me on a waitlist but it would require a $1,000 deposit. I made the deposit on 8/18/21 via my Discover Card. In April 2022, after waiting for over 7 months, there was still no part in sight (which I understand is not their fault) so they asked that I have the vehicle towed from their lot and they said I would receive a refund of my deposit. No refund has ever posted to my credit card. They sent me a chain of e-mails (added to supporting documents) within the company showing they were trying to process the refund and the final message said it was processed successfully but a credit has NEVER shown up on my statement. The e-mails also mention refunding it to a Visa but I paid with Discover so I don't know what card they are talking about. I am still out $1,000 and they don't seem to want to work with me to resolve the issue so I am hoping a 3rd party and facilitate a resolution.

  Business response

  06/28/2022

  Action is currently being taken by our accounting department with the Merchant Processing company - all of this was supposed to have been resolved by March 2022, as you can see in the e-mail threads.  We have opened another ticket with the risk resolution department of our previous merchant processing company.  As of 06/27/2022, multiple calls and e-mails have been sent and we are waiting for a response.  We want to be certain Mr. ***** does receive his refund and find out why the merchant processing company did not refund when promise or if refund was incorrectly directed to another account.

  Jack R, Operations Director ATL Columbus

  [email protected]

  Office: 614-319-3689 X6005

  Cell: 336-253-0907

  Customer response

  07/07/2022

  I am rejecting this response because: 

  The message from the business did not actually contain a resolution...they only said that they had contacted the merchant processing company in charge of refunding the transaction and that they were still waiting for a response.  As of today (7/7/22), no credit has appeared on my credit card account.
  
  

  Business response

  07/25/2022

  Sorry, I thought the accounting department had sent this over already.  See attached document from our merchant processing company, that goes all the way back to February 2022 when the refund was confirmed. 
  
  The account number it was refunded too is the one that was on file.
  
  I don’t what else we can do to convince him we don’t have his money, and it did in fact go back to him. 
  
  Please reach out if you have any questions.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  oil change, on June 8th. Transmission serviced, cabin air filter put in. They put a dent in my dashboard. He took his index finger & rubbed it approx 5 mins now there is a smoothed out indentation about the size of a half dollar & very noticeable.

  Business response

  06/28/2022

  We are taking steps to resolve the issue as follows:  Center manager of location where alleged incident occurred has attempted to reach out to the customer and as yet no response.  We are not assuming liability for the damage as there is no evidence that we created the issue.  However, in the interest of goodwill, we are willing to have the vehicle taken to an upholstery center for evaluation and potential repairs.  We will not replace the dash, as this is a very small area, but will look in to repair options.  Again, we are not convinced that this area of damage did not already exist.

   

  **** ***, Operations Directior, ATL Columbus

  [email protected]

  Office: ************ *****

  Customer response

  06/29/2022

  Per phone conversation with consumer, he has tried to call *****, the manager of that location and no one calls him back.  I had to read the response, because he does not have email at home.  I told him the name of the person that responded to the complaint, **** ***, and the phone number associated with Jack.  Consumer is calling him since no phone calls have been made to him and manager doesn't return calls.

  Business response

  07/21/2022

  The time of service related to the complaint from the customer was two hours as I stated before in the e-mail sent to you BBB on 07/19/2022.  I had originally made the good will offer to have repaired, even though I was certain we were not liable,  but after further conversations with the center and finding there was the two hour difference from delivery of vehicle to customers return, is why we changed our stance on making the repair, as well as the viability of the costs.  We stand by our center staff and they are adamant they did not create the issue.  We are not assuming liability for this issue.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Grand daughter a full time student at OSU working jobs to make it was having problem with power steering on her 2007 Chevy Malibu took it in for service paid out over $1200.00 for repairs when she picked up her car it was still steering problem drove it a few blocks parked it called crying about her car I had it towed to another car shop which I ended up paying another $600 for repair of power steering. The second mechanic stated first shop did unnecessary work and should had just did what he did. I checked part prices mind you the steering motor comes with modular plus charge of part was astronomical an original part runs 500 with modular plus over $100 core I’m very dissatisfied and believe they took advantage of a young person who happened to be a girl. Sent her out knowing the car still had steering problems I want a portion of the money back preferably half for a job not done. I can’t believe they would send their child or family member out like they sent her out.

  Business response

  03/07/2022

  Hello - I spoke to the team about this customer and their issue. Based on the diagnosis we replaced the correct part. After the repair, it was apparent another part was needed. Customer refused the quote and opted to take her car. Before leaving she stated she was going to find the part aherself and asked if we would install it. She did not return but took her car elsewhere. This BBB complaint is the only indication that there was a lingering customer complaint. We would welcome the opportunity to make it right. By the customer reusing to repair her car with us and not notifying us of an issue or dissatisfaction, she makes it difficult for us to make it right or offer some remediation of her bill. We are not prepared to make any adjustments and consider this matter closed. 

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