ComplaintsforTuffy Corporate

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to Tuffy's in Oswego IL to have various maintenance done to my car including replacing the fuel sensors on May 3, 2023. For a couple of months I notice that the check engine light appears until my gas is low. I took it to Infiniti who mentioned that there could be probably with the fuel sensors. I went up to the shop to speak with Stacey, the Manager, who stated that they would replace the sensors but the items are on back order. I reached out to her several weeks later and Stacey mentioned that she did not know when the items would be in but she would contact me once the items are in. Several months later, I had another diagnostic done at Infiniti which indicated that something is wrong with the fuel sensor. I reached out via email and was told that Stacey was no longer with the company and the new manager did not have a record of this issue. I was contacted in January and was told that someone would contact corporate about this matter. Unfortunately I'm still waiting on feedback. This matter needs to be resolved asap.

  Business response

  04/17/2024

  I can tell you that I spoke to **************** on 4/10/2024.
  
  I apologized for this experience and let her know that there were some management changes. I advised her that we would source the part,
  
  and I would follow up with her on 4/11/2024 once I have more information about the part needed and up to set her appointment to have the part replaced. 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a disabled elderly woman. I brought my car into Tuffy and told them specifically that the reason I was bringing my car is because it is shaking and hesitating when stopping. They looked at it and told me decisively that it was the motor mounts. I reiterated that it is the motor mounts? He confirmed with certainty that that was the problem and once replaced the issue would be fixed. I agreed to the repair. They called once finished, I went to pick up my car and as soon as I started and back up to drive away the same issue in which I brought the car in for was still present and car sounded very loud, never did before. I went back into establishment and informed them problem isn’t fixed and did they not test?? They had a mechanic ride with me who observed same issue and they requested car be left again to be fixed. Car was never fixed. Manager, **** said he would specifically be the person to look and car and have the issue fixed. Later once I finally reached him he said he looked at it and doesn’t know the issue. He stated it might be coil but I will need to keep driving the car “until it gets really bad” before he will be able to tell. I have drove hours between going back and forth, been given the run around, treated with no courtesy nor are they taking responsibility for fixing something that did not resolve the issue for which I brought the car in for. I brought my car in for a specific reason and requested that issue be fixed, nothing else. They clearly misdiagnosed the problem and now I have to take my car somewhere else to actually be fixed and have no money for it because they have robbed me and basically said oh well, your problem. I have called several other establishments who have said they will be able to diagnose and fix for sure. My car may have many things wrong with it or not but I brought it in to Tuffy to have a specific issue fixed and nothing else. They did not fix what I brought the car in for but took 1537.00 from me.

  Business response

  03/05/2024

  Hi ****,  Here is the response. You may need to correct the value of the spark plugs and any facts I missed.  Then copy and paste it into the BBB site.  Let me know if you want me to proofread it before you send it.
  
  
  Tallahassee Tuffy Response:
  
  ***** ****** is the customer who brought the vehicle in. ******* ********* we believe is the daughter.  The vehicle is a 21-year-old car with 122,000 miles with multiple service issues. When we diagnosed the vehicle, the motor mounts were diagnosed as not operating as intended, causing a bad vibration. The rubber in the mounts deteriorated from age and oil saturation. When the motor mounts stop functioning as intended, this allows the engine to have excessive movement within the engine compartment and causes drive line vibrations and wear on other driveline components. According to the Motorist Assurance Program, this is a required repair to restore the motor mounts to their original operating conditions.
  
  After the repair, ***** returned and stated that she still is experiencing a vibration. This was a misfire in the ignition system of the engine. This was not pronounced enough to cause a Check Engine light condition. As a courtesy to her, we installed new spark plugs free of charge, a $389.99 value. There could be additional items that still need to be addressed, however, this is not a case of misdiagnosis. We simply report the worst conditions first and as you resolve the major issues, the smaller issues surface.
  
  We are willing to work with ***** on a resolution, but a refund is not warranted. The vehicle has multiple issues.
  
  Sincerely,
  
  Tuffy Tallahassee

  Customer response

  03/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  This company is a rip off and takes advantage of women and elderly. It does not matter what other issues the car has, I brought car in for one particular issue and THAT issue was NOT fixed! I have since taken my car to two other places who immediately confirmed what I already suggested was the initial problem and they will be providing a diagnostic write up of the problem. Tuffy simply made a “guess” at what was wrong that did not fix the issue then proceeded to call me and tell me car was ready and fixed without even test driving to ensure issue was resolved. I was then told by **** that since they don’t know what is wrong with car I should just “drive it until it’s almost not driving then bring it back.” Two other places have ran appropriate tests and determined EXACTLY what the problem is and didn’t guess costing me unnecessary money! If Tuffy did not have the appropriate testing equipment to make an accurate diagnosis they should have stated that BEFORE MAKING A GUESS and I would have taken it elsewhere as I I should have! Tuffy DID NOT FIX THE ISSUE IN WHICH THE CAR WAS BROUGHT IN FOR and caused much inconvenience and costs that could have been taken care of later at my discretion. Car repair isn’t a guessing game. It your staff aren’t skilled enough to diagnose correctly say that don’t fix whatever you chose too!! The moral of this company is despicable and unprofessional! 

  
  Sincerely,
  
  ******* *********

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The last 3 times we have taken our cars in for an oil change, we get a call saying our vehicles are unsafe to drive. They tell me every time someone got in an accident a week before with the same thing that is wrong with what they say is wrong with my car. Last time I was there they mechanic was giving the same spiel to a young girl giving her an estimate for $2800. Lucky the girl called her dad and he told her to leave. Today we go in for a conventional oil change, of course my daughters car is unsafe to drive and needs about $2000 of work. We said no, and he was very pushy. Oil change came to $80 we asked why is was more than the $44, he told us that it was because they used full synthetic. We told him we specifically that we asked not to use synthetic. He said oh ya I wrote that down but they used full synthetic anyway so you can have 50% off next time :/. I would like my money back for the service I did not request. This was an error on their end and they have done the same thing to other customers.

  Business response

  11/14/2022

  ****** is no longer with Tuffy Corporate office. You can respond to my email ***************

  To proceed on our side, we would need to know the location where the customer took their vehicle and a copy of the invoice for the oil change. 

  Here is my contact information - 

  ***** ****** - Customer Service Representative / Operations & Training Administrative Assistant

  Email: ***************

  Phone: ************, ext. ****

   

  Customer response

  11/14/2022

  
  Complaint: ********
  
  I am rejecting this response because: She asked for a location, **** ***** *****, *****, ** ***** so this is in response to her message
  
  Sincerely,
  
  *** *****

  Business response

  11/14/2022

  Good afternoon, 

  The customer has reached out to us via email., and we referred her to ****** ****, as Tuffy Corporate no longer operates the location at ***** ***** ******, *****, **. 

  Thank you, 

  ***** ******

  Customer Service Representative / Operations & Training Administrative Assistant

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

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Sept. of this year, I took my truck to Tuffy Tire and Auto to be checked because it kept wouldn't start. I left my truck because the owner stated that he was going to check it. I went back the following morning and he told me that the truck was ready and aske me how much money I had on me and I told him that i left my card at home. He then told me that The repairs were $300.00. I went home went to the ATM got the $300, came back into the shop and gave him the money. He didn't put the money in the cash register like he normally does, He out it in his pocket. I asked him what did he do and he said something simple. I also asked for a receipt, and he told me he will have it for me later. I have yet to receive that invoice. However, I later found out from several people who hang in that area that my car never moved from the spot it was parked in and one of the mechanics stated that no one ever got around to my truck. So the following two weeks my truck acted up again and I had it towed back to this same shop for the same reason once again. This time he stated it was something else and ended up going into debt with a finance company to get my truck fixed. Now once again my truck is back to not starting again and I called them again and the owner told me to bring it this morning and he will take care of it. However after calling him, he stated yeah I am looking at your truck right now (not knowing that my husband was sitting outside his shop at that time) so I asked him why didn't he look at my truck like he said he would since I was the 2nd person there this morning. I was there before any of his employees arrived. He started getting smart, loud and nasty telling me that if I can't wait, then I need to come and get my truck! I am tired of being nice! That is our only transportation for work and he knows this. And there is a warranty on the parts and service. I am not the only person this guy has s****ed over. Fix my truck or pay off the finance company

  Business response

  10/27/2022

  Please confirm what Tuffy store the customer took the vehicle to, type of vehicle, dates the vehicle was serviced, and copies of invoices for the repairs that were made to the vehicle. The Tuffy stores are independently owned and operated; we would take the information provided by the customer and forward to the owner of the shop and the district manager. Please advise. 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into my local Tuffy in Dothan, AL on 01-15-22. My car wasn't taking off properly. The told me that they would run a diagnostic. They also stated that their diagnostic is better and more accurate that AutoZone. I got so I agreed and I needed an oil change and a temperature sensor. So I got them. On Wednesday, 01-19-22, my car started smoking on the way home from work. I pulled over added coolant to the reservoir and drove off. The fact that the car was already warmed up and I was able to take the cap off should have been a red flag but I was tired from work. I went home. The next morning on my way to drop my son off at school, my car is smoking again. I go to my aunt's house and called Tuffy and told them the problem and they sent a tow truck. Okay I got the diagnostic on Saturday. I had 2 issues. Now on Thursday morning, my car is now registering that I need a radiator, engine coolant thermostat, a cooling system flush, and a cooling system diagnostic all totaling at $1044.94. I was livid. My dad, which worked on naval ships in the navy, said they cracked the housing on the thermostat. They immediately said they didn't. They didn't even move to check to see whether or not that was true. I asked them how is it possible for me to get a full diagnostic 5 days prior and none of this pops up now I have all these issue. ****** (I believe that's his name) tells me that it's a coincidence. I tell them to fix it. At this point, I have no choice. My mom tells me she can order the radiator for cheaper. I told her to call to see if they started fixing my car. She tell me they haven't. Not even 15 minutes later, they send me another bill to reattach the radiator. I called to see what was going on. They tell me that she called after they already took the part out. I told them this must another coincidence. I told them to just finish my car. I called cooperate. They never called me back. It's been over 3 months and still no call back or anything.

  Business response

  05/19/2022

  ***** On 1/15/22 at mileage 202134 customer brought car in for an engine diagnostic due to lack of engine power. upon inspection we  found codes for Engine Temp circuit too high,  Engine oil pressure control circuit stuck off, and cooling system performance. We found that the Coolant Temperature Sensor had come apart, and found the engine was more than 3 Quarts low on oil. We recommended to ******* to replace Engine Coolant Temperature Sensor and to Change the engine Oil. Customer authorized the repairs and we performed repairs, We saw no other issues at the time. On 1/20/22 @ mileage 202441 customer called and stated that here car was smoking and coolant was leaking from the front of car. We had vehicle towed in and checked vehicle out and found that the Radiator split at the seam where the tank meets the core. We recommend to replace broken radiator and recommended the engine coolant thermostat due to the vehicle overheated and flush cooling system. Customer authorized repairs @ 11:33am. Technician started the repair process. At 2:00 pm customer called and wanted to cancel the repairs, but technician had removed radiator. ****** gave her a price to reinstall old radiator, @ 2:13 customer called and wanted us to continue repairs. At 4:40 pm customer was notified that repairs were complete. Customer picked up vehicle next morning @ 9:20 am. Customer states that we broke thermostat housing during replacement of thermostat. we would be glad to inspect and repair the thermostat housing if there is an issue, If customer had to have the themostat housing replaced by another shop, we would be happy to reimburse for the repairs of the thermostat housing.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I BROUGHT MY INFINITI G35 IN TO TUFFY AUTO SERVICES ON ******* ROAD IN ***** FLORIDA FOR A REPLACEMENT OF A LEAKY VALVE COVER GASKET. ..... THEY REFUSED TO RETURN MY CAR SAYING IT WASNT FIXED YET, DURING THIS TIME THEY SAID THE CAR WASNT RUNNING RIGHT. THEY REPLACED ALL THE SPARK PLUGS SEVERAL TIMES, ALL THE COILS TWICE, ALL THE FUEL INJECTORS, THEY WANTED TO REPLACE THE CATALYTIC CONVERTER (I SAID NO) THEY TOWED MY VEHICLE AWAY FROM THE SHOP WITHOUT MY APPROVAL OR KNOWLEDGE, THEY RAN SEVERAL DIAGNOSTICS ON THE CAR AND MOST RECENTLY WHEN I SAID I HAD ENOUGH THEY SAID THEY WANTED TO SEND MY ECM/ECU OUT FOR A REPROGRAM. BASICALLY THEY STRIPPED MY CAR, PUT SUBSTANDARD PARTS IN IT AND RETURNED IT TO ME RUNNING ROUGH AND MISFIRING ALL CYLINDERS.

  Business response

  02/15/2022

  Business Response /* (1000, 10, 2022/01/14) */ Tuffy resolved this issue per customer's request and fixed his vehicle.

• Initial Complaint

  11/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Had a set of tires I brought in mounted and balanced Friday 11/26/2021 at store #218 17110 Evans St. Omaha, NE 68116. First off took them 2.5 hours to mount and balance 4 tires that should have been my first clue something was up. They are reverse mount rims but this is the 3rd set of tires I have had put on them and they first shop that had issues, on top of that they charged me an additional 15$ a wheel for this indicating they have done them and knew how to do them. Apparently this was not the case. Also, this is the first time I have ever been charged for that. Second I get home my right front center cap is missing, bolts still there showing it was over tightened, check the rest and guess what? 2 more same problem. Third and if it was daylight when they were done I wouldn't have left cause I would have seen them but they scratched/gouged all 4 of my wheels. They should have stopped when they figured out they had no clue what they were doing or after damaging the first wheel. I want a new set of wheels or reimbursement for the cost of a new set of wheels and refunded the amount for the work done for a different shop to mount the new wheels.

  Business response

  01/03/2022

  Consumer Response /* (2000, 7, 2021/12/01) */ The consumer advised the BBB that the business has reached out to them via phone and is scheduled to resolve this on 12/16/2021.

• Initial Complaint

  08/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Took my vehicle to have it diagnose (on 9 17th) to see why check engine light was on, and to fix the issue, Car was left at Tuffy on 9-20th to find and fix issue. Tuffy fix unnecessary repairs and said car was fixed, which wasn't the case. Manager (***) and Assistant Manager (*****) continue to tell inaccurate information concerning my car , test drive the car and issue wasn't not corrected. Also power steering pump was broken in process of Tuffy mechanic trying to put the motor back together after the timing belt was change. Tuffy had my car for a total of two and a half weeks and just was now tolded that the Valve has burnt and needed a new engine.

  Business response

  10/29/2021

  Business Response /* (1000, 5, 2021/08/16) */ Good afternoon, ********** brought his vehicle back to Tuffy last week and met with the Director of Company owned Stores. They worked out an agreement and Tuffy fixed his vehicle at no additional cost. ********** left satisfied with the resolution. Tuffy considers 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. ↩