Complaints

This profile includes complaints for Team Automotive's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Team Automotive

  905 Brady Ave Steubenville, OH 43952-1421

• 

  Team Automotive

  1625 Commerce St Rt 2 Wellsburg, WV 26070

• 

  Team Automotive

  254 Canton Road Steubenville, OH 43953

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My home is in ******* ** and I was visiting relatives in ************ ** when my 2017 Lexus developed a rumbling noise coming from an area I couldn't identify. Because there were no Lexus dealerships in the area I took it in to Team Automotive located at 905 Brady Ave. on 3/25/2024. They diagnosed the problem as a front wheel bearing and recommend that both left and right bearings be replaced. I approved the work with the stipulation that only OEM parts be used. The service manager agreed and it was completed the following day (3.26/2024). I left the following day to return home to ****** and noticed after getting on the highway the rumbling noise was still present. The noise remained unchanged for the duration of the trip back to *******  After getting back to ******* I took my vehicle to a local mechanic and they immediately diagnosed the problem as the left rear wheel bearing. After that bearing was replaced the noise was no longer present. The only conclusion I can reach is Team Automotive performed unnecessary work to my vehicle that didn't fix the problem. In addition, after reviewing my receipt for the work, I noticed they installed one aftermarket bearing (contrary to my explicit directions) and charged me the same price as an OEM bearing. I have spoken with the dealership and requested they refund the cost of the labor ($703.05) for the unnecessary work performed. They refused my request so I am filing a complaint against this business. Copies of my receipts are attached.

  Business Response

  Date: 05/21/2024

  *** ********* brought his vehicle into our Dealership on 3/25/24 because he hit a pothole and there was a noise in the left front at 35-50 mph. Upon inspection we found both front wheel bearings were the cause of the noise. We replaced both the front wheel hub and bearings so we could get *** ********* on the road. We did have to use an aftermarket bearing because we did not have one on hand. *** ********* drove all the way to ****** **** **** which is approximate 870 miles. After he got there, he had a noise in the rear which ended up being a rear bearing. There was no noise from the rear bearing after repairs and the noise he was hearing was coming from the front which we repaired.

  *** ********* did contact us, and we were going to goodwill $500.00, and he refused the offer, so we pulled this goodwill offer off the table. We repaired the vehicle correctly while it was at our Dealership. The vehicle is a 2017 and at the time of repair had 81762 miles on the vehicle. We will not be refunding any money towards the repairs that were performed correctly.

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

  Fixed Operations Director

  Customer Answer

  Date: 05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I* ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In their response the business stated that I stated the noise heard was coming from the front part of my vehicle.  I specifically stated I could not determine the location of the noise.  They are changing the facts to help justify their actions.  It is true that I drove from ************ back to my home in ****** following their "repair" but immediately after getting on the highway at ************ to head home, I heard the same noise the Team Automotive repair was supposed to have fixed.  In addition, they were specifically directed to use only OEM parts which they ignored and installed and after market bearing without my approval.  It seems to me that they have already admitted they failed to properly repair my vehicle by offering insufficient compensation for their mistakes.
  
  Regards,
  ******* *********

  Business Response

  Date: 05/21/2024

  In response to *** ********** according to the write-up, he stated to our advisor that the noise was coming from the front end. Also, there is no admittance of guilt, *** ******** was going to do a one-time goodwill. After reviewing all the actual repairs performed and also looking at the notes on the repair order, everything was performed correctly and also, he declined our one-time goodwill.

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

  Fixed Operations Director

  Customer Answer

  Date: 05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* *nd have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I drove the car all weekend before taking it into the dealership on Monday.  I asked my relatives if they had any idea what the noise was and where it was coming from, and they said they couldn’t pinpoint it.   Since I also had no idea where the noise was coming from, I don’t why I would tell *** ******** that it was coming from the front.  He is recalling things that just didn’t happen.  
  *** ******** did not address the fact that an aftermarket part was installed contrary to my instruction, and he said nothing about it when I picked up the vehicle.  I would also like to know why I was charged the same amount for the aftermarket part as for the OEM part that was installed.
  I did not say anything about guilt in any of my messages.  Again *** ******** is making up things that did not happen.  I do find it hard to believe that a goodwill offer of $500 was made if there wasn’t some concern about the work that was performed. 
  It seems logical that if the front wheel bearings were bad, replacing them would have eliminated the noise.  I have no doubt that all the repairs were done correctly, but I question whether they were needed, and they certainly did not fix the noise.  I don’t see any other logical conclusion than the work done wasn’t necessary and the fair thing to do is to reimburse me for the cost of the labor.
  Regards,
  
  ******* *********

  Business Response

  Date: 05/28/2024

  When *** ********* came in, and if you look at the complaint on Repair Order *******, his complaint was, “Customer States he hit a pothole in the left front at 35-50 mph and he is hearing a noise in the left front. The part with the aftermarket part was informed to Mr. ********* by the advisor that we did not have one and could not get one for a few days and to get him back on the road we would need to use after aftermarket to get him back on the road. The bearings were faulty in the front end and if *** ********* heard anything before, he traveled back home he could of stopped back in to address the issue but from what he informed our advisor he started hearing noise when he got back home.

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

  Fixed Operations Director

  Customer Answer

  Date: 05/29/2024

  Better Business Bureau:
  
  I did state that I hit a pothole with the left front when I dropped off the vehicle for the noise I was hearing but I definitely did not state it was coming from any particular location as I was unable to determine the origin of the noise.  *** ******** presumed the noise was coming from the left front because that was the location of the impact when I hit the pothole.  Of course, the work order would say left front because that is what he wrote.
  

  To strengthen his position, *** ******** is again assuming that I was informed about the use of the aftermarket bearing.  The only way I found that out is by looking at the receipt and seeing two different part numbers for the bearings and looking up those numbers on the internet.   In addition, he has not addressed charging me the same amount for both the OEM bearing and the aftermarket bearing.   There is certainly a difference in the price of those bearings and if he had told me about using an aftermarket bearing, I would have inquired why the same amount was charged for both bearings. 
  Contrary to *** ********** statement that “he informed our advisor he started hearing noise when he got back home” I stated the noise was present immediately after getting on the highway toward *******  If the front wheel bearing were the problem, why didn’t that repair eliminate the noise?    *** ******** *s correct in saying that I could have returned to the dealership at that time, but I was not able to spend another day or two in ************ waiting for another diagnosis and repair.  Why would I trust them again when they should have repaired the problem the first time?  I made the decision to return home and take my vehicle to a local shop that had done satisfactory work for me in the past. 

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

  Customer Answer

  Date: 05/31/2024

  Better Business Bureau:
  

  I request that you pursue an answer to the following question involving the replacement of the front wheel bearings on my 2017 Lexus.

  The dealership used an OEM bearing and an aftermarket bearing for repair on 3/26/2024.  I would like the dealership to explain why they charged the same amount for the aftermarket bearing as they charged for the OEM bearing.  The aftermarket bearing is more than 50% cheaper than the OEM bearing.  The receipt clearly shows I was charged the same price for both bearings.  If they would have notified me they used an aftermarket bearing as they claimed they did, I would have noticed the price on the receipt and would have asked this question at the time I picked up the vehicle.  As stated previously, I was not notified of the use of the aftermarket bearing and the installation of said bearing was contrary to my specific instructions to the dealership.

   

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

  Business Response

  Date: 06/10/2024

  When Mr. ********* came in, and if you look at the complaint on Repair Order *******, his complaint was, “Customer States he hit a pothole in the left front at 35-50 mph and he is hearing a noise in the left front. The part with the aftermarket part was informed to Mr. ********* by the advisor that we did not have one and could not get one for a few days and to get him back on the road we would need to use after aftermarket to get him back on the road. The bearings were faulty in the front end and if Mr. ********* heard anything before, he traveled back home he could of stopped back in to address the issue but from what he informed our advisor he started hearing noise when he got back home.
  
  
  **** ********
  Fixed Operations Director
  

  
  

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The following is a copy of my response sent on 5/30/2024.   Please check your records.

  The dealership used an OEM bearing and an aftermarket bearing for repair on 3/26/2024.  I would like the dealership to explain why they charged the same amount for the aftermarket bearing as they charged for the OEM bearing.  The aftermarket bearing is more than 50% cheaper than the OEM bearing.  The receipt clearly shows I was charged the same price for both bearings.  If they would have notified me they used an aftermarket bearing as they claimed they did, I would have noticed the price on the receipt and would have asked this question at the time I picked up the vehicle.  As stated previously, I was not notified of the use of the aftermarket bearing and the installation of said bearing was contrary to my specific instructions to the dealership.

  The correspondence I received on 6/10/2024 is a repeat of their previous position and does not answer the above question. 

  I continue to reiterate I did not tell them the noise I heard was coming from the left front.  They made that assumption when I told them it hit a pothole with the left front tire .  Also, my first phone conversation with "Jordon" at the dealership concerning this issue, I specifically stated that immediately after I got on the highway at Steubenville to head home, I heard the same noise that brought me into the dealership in the first place.  The only reasonable conclusion I could make at that time is that the repairs done to the front of my vehicle did not fix the problem.  Mr. W*******'s statement that I didn't hear the noise until after I got back home is purely a made up statement to strengthen their position.
  

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

  Business Response

  Date: 06/12/2024

  In response to Mr. ********* ID ********, we will reimburse him for the aftermarket only which is the amount of $138.55. If Mr. ********* accepts offer we will get the check out in the next few days.

  This is a one time goodwill  offer

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

  Fixed Operations Director

  Customer Answer

  Date: 06/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do find this response to be very interesting.  Mr. W******* still has not provided an answer to my question about why he overcharged me for the aftermarket bearing they installed without my knowledge.  This business did not fulfill the oral contract to repair my vehicle.  The reason I took my car there was to fix whatever was causing the noise I was hearing while driving down the highway. They did not make the appropriate repair because the same noise was still there when I start my drive back to ******.  I am not interested in their proposed payment of $138.55 as I still believe they should reimburse me the total labor cost for the repairs that did not fix the problem.
  
  Regards,
  
  ******* *********

  Business Response

  Date: 07/08/2024

  In Response to ID # ********

  We will reimburse Mr. ********* the $138.55. We have messaged back and forth numerous times and this is our offer to resolve.
  

  Ryan W*******

  Fixed Operations Director

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the numerous time that I've had to file complaint because work that was done at this garage was not completely done correctly. I brought it in not once not twice but three times for problems with the oil all three times they said everything was fine they even put dye in it supposedly check to make sure there was no leaks come to find out today only a few weeks later that I've been driving around in my car with probably no oil in it again. I contacted them and asked them what about the oil problem did they check it cuz there was nothing listed on the work order about it and alls I got was a nasty remarked back through Better Business Bureau on the previous complaint. Had my car in today to get new tires put on it they went to check the fluids and everything and found out I had no oil in my car again so obviously hey they have not fixed the problem. If they want to buy me a new motor that's fine they need to fix this like they said they did the two previous times

  Business Response

  Date: 03/01/2024

  First off we have taken care of Mrs. ***** everytime she has been in with a concern. She has a 2017 ***** **** that she purchased with 70,000 miles on it at time of purchase and now has 124886.  We performed a complimentary oil and filter change and started a oil consumption. No more further repairs will be covered. We have gone over and above on this

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  They also said they guarantee their work 12 months/ 12,000 miles they were supposed to address the oil situation when I brought it in and they did not and I even asked if it had been checked to make sure there was no leaks on why I keep having no oil in my car. Gentlemen at the counter said I don't know I said it's not on the slip so I'm guessing nobody checked it. This is a repair they were to cover but never finished a job I am not asking for anything new just for something that was supposed to be done be completed. I'm losing oil somewhere they keep saying they put this dye in it but when I bring it back when I'm supposed to get it checked there was nothing on the work order that it was even looked at. So once again I'm not asking for anything new they say they guarantee their work so they need to guarantee that this job is finished it's covered under their warranty that they stated they carry and it is still within 12,000 miles / 12 months
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is been an ongoing complaint because it is taking longer than normal to get this all completed I need to reopen the complaint. I have been dealing with issues. still have a car that has multiple multiple issues currently I have a smoking engine with no heat in my car. I found out after the fact even though I inquired three different times after seeing things on the car if it had been ever in a wreck found out after I bought it several months later it had with airbags deployed. To put a plain and simple the gentleman that sold us the cars was fired from the business a day or two later. I think I can figure out why. All right picked up my car once again nothing was addressed on the oil issue they said it was the coolant system I told them there was oil spitting out and around the cap, it was caked with oil all inside my hood I see they cleaned it. good thing I asked before I left there was not a drop of oil in my car once again (multi point inspection supposedly done)...and they left me on E this needs addressed . arrangements to have them check this oil pan and whatever else.I tell them things and they find something else and fix it but don't check on where the problem is not sure why and this is just getting ridiculous so if you could see about setting something up after the holidays would be fine unless there is really something serious wrong with my oil pan and all that causing the oil spew out around the cap and it starts again. The car made it to the shop with smoke billowing out of it inside and out I honestly thought my car was on fire at one point. I think this needs to go to an outside garage I have one I can take it to and let a mutual technician check it over and see what needs to be addressed and fixed and have team Ford pay the garage this is the ridiculous that I take it in we make an agreement and I end up with more problems than I went in with something is fishy with this garage and I have people who have told me things that used to work there

  Business Response

  Date: 01/10/2024

  Just wanted to let you know I am waiting on a call back from Mrs. ***** ****  ********.
  

  
  

  --
  

  Ryan Westling

  Fixed Operations

  o-740-283-4131 ext. 180

  Business Response

  Date: 02/15/2024

  Any parts that we replace comes with a 12 month or 12,000 mile warranty whatever comes first.

  Customer Answer

  Date: 02/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  I am satisfied with that portion that they submitted but that still doesn't address why I still am smelling antifreeze in my car and still doesn't address whether they checked to make sure I didn't have an oil leak nor did it address the electrical issue that I was supposed to be able to speak to a Jordan about.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a car from this dealership, within first 6 months the car caused me an accident because the electrical system malfunctioned. Never was fixed. Sept 22 my rav 4 wasnt accelerating, rough idling, and unsafe to drive. After being tossed around he said it was the body shops problem not theirs they sent me away. Had the car back in the shop. The tech Jason laughed and told me to take a video while I’m driving. I’m bringing him a vehicle that almost caused me a bad accident possibly a fatality and now he wants me to take a video while driving car. Did the video showed car not accelerating at all when gas is pushed to the floor on a level road, also had smoke coming out of the back exhaust. Showed video had my car for 2 days with no progress, a few weeks later, car back in shop for two days was told by Jason my car has a lean engine and he will get me a rental and call the next day. Had to call Jason next day, he stated my car was safe and fine and he got two vehicles mixed up. When I questioned this man he stated they had to flash the cars computer system, which is something they have to do because it’s under warranty. When I picked up vehicle he said service engine light isn’t on and I’m good to go. Got in car, service engine light is on, went back in to confront Jason & was told he’s in the bathroom & will be a while but he would call when he gets out. No phone call, left numerous messages for a return call, nothing. Escalated the issue to Ryan had multiple message, no call backs. Got a sales call, and was told by the salesman the Toyota mechanic & Jason have been fired. Took car in, had another tech, mechanic had car for two days with guess what NO RESOLUTION. Not the first they did this to during that time. Took car to another mechanic, was told yes they flashed the computer system and did it so it wouldn’t “act up” while under warranty. To avoid honoring the warranty I paid for. This dealership knowingly put me in an unsafe car to avoid the warranty.

  Business Response

  Date: 08/17/2023

  Looking into the case from Kelley ********* she purchased the vehicle on 1/28/21. Since owning the vehicle, she was in 2 collisions, one on 9/27/21 and on 9/30/22. At the time of the last accident, a health check was run on the vehicle, and everything passed. She brought the vehicle in December of December of 2022 to get looked at for a rough idle, which was determined it needed a tune-up and fixed the vehicle. The customer did bring the vehicle in February of 2023 approximately 2000 miles later for a concern that it was idling high which we performed numerous tests and test drove and was unable to duplicate customer concern. At the same time, we drove a like vehicle, and they also performed the same. If there were any updates due or concerns, it would have shown on the health check that was performed on 9/22 and at the time of the tune up in 12/22.
  
  
  Ryan ********
  
  Fixed Operations Director

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/30 I dropped my Toyota van for service at Team Toyota in Steubenville. My A/C had stopped suddenly and I needed it checked. Grant ********* was the service advisor. I had explained that the A/C light on the dash wash flashing green which I found was usually an electrical problem, and possibly a relay switch according to my research. Even though I had a 1:30 appt. I dropped the car by 11:00 am. Grant called at 5:30 to tell me they did not have time to look at it and wanted to keep the car another day. Grant called back on 5/31 to tell me the diagnostic test showed the compressor was locked up and needed replaced at a cost of almost $2,000. I explained that I did not plan on spending that much money on a vehicle almost 12 years old. At that time he offered to reduce the cost to get it worked on today. Once again I mentioned that my research showed the fault code B1422 Compressor Lockup, could easily be a A/C Fan Clutch Motor Relay and asked him to have the technician to check that please. He responded that the technician said he tried to turn the compressor but it would not turn and the compressor needed replaced. I picked up the car and explained to Grant that I could buy one of the relays at ******** for $14.97 and if that solved the problem I wanted the diagnostic fee refunded. Just as I thought, I purchased the part and replaced it myself and the A/C works fine. No work was done on the A/C other than confirming the Freon level was fine. So for less than $15 I fixed the problem which I diagnosed myself, and the technician would not even check. I have called Grant back to let him know I solved the problem and to credit the diagnostic fee as they did not diagnose anything. Of course he did not return my call yet. I would like to know who I can talk with to resolve the issue and attempted $2000 service which was not necessary. Service Order # ******* $203 A/C Diagnostic fee

  Business Response

  Date: 06/06/2023

  We talked to and apologized to Mr. ***** and refunded his money on 6/1/2023.  We double checked that it is refunded but more than likely takes 2-3 days for a refund to hit the bank.
  
  
  Thank you
  **** ********
  Fixed Operations Director
  

  
  

  Customer Answer

  Date: 06/06/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  **** *****