ComplaintsforKost Tire & Auto Service, Inc.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Having used Kost Tire for over 40 years for everything auto related. Poor service is what I recieved, when I tried to report it I recieved no answer. If that's how you treat long time customers, then I want no part of it. You should be ashamed!! If anyone is thinking of using Kost Tire, ********* *** store in Scranton, save yourself the time and trouble and go elsewhere, you'll be glad you did. My vehicle was in for inspection and oil change, the manager ***** made reference to checking ****** and relating how I did not perform services on my vehicle and the offered to discount these services to upselling me service that I wasn't interested in, then did not return the car to me in the same manner as when it was left for service, (forgetting to reinstall an air line to the air filter and properly reinstalling the glove box after checking a cabin filter) I cant' afford to go to Kost and pay for mistakes they make when it involves safety. Since when is using ****** legitimate reason to upsell service from a repair shop? I am concerned with the fact that they have access to my personal car history when I did not agree to having it done.

  Business response

  12/28/2022

  ****,

  After your visit you submitted an inquiry to our internet department. That inquiry was then forwarded to me. There was no phone number listed so I sent you an email immediately. I uploaded that email to the BBB file and inserted a copy of that email below:

  Hi ****, 

  My name is *****************. I am the district manager of the Contact by the business East location. I received your inquiry. I truly appreciate the business you have given us over the years and hope that you will allow me the opportunity to rectify this matter for you. I have not looked into this yet, but my assumption is, the "courtesy check" may have been done by a newer employee that does not share our philosophy on how we treat our customers and their vehicles. Once I determine who the technician was, I will absolutely remedy these issues internally. I am not in the office today. I will be in tomorrow. Please call me at your earliest convenience on my number listed below. Thank you for your time and thank you allowing me to rectify this issue for you. Again, I am truly sorry that you had such a poor experience with us. 
  
  Thank you, 
  
  ***********************;
  District Manager 
  **** Tire & ************************ & Auto 
  ************

  Since sending you this email, I have not received a call or email back from you. I appreciate your business and want to help resolve this matter for you. I do not feel that we need the BBBs intervention to resolve this as I am, and have been willing to speak with you.

  In regards to your concern with ******. ****** is a service provider that mostly all body shops use to report body repairs and mostly all dealerships & tire & auto repair shops use to report maintenance and auto repairs. This is not something unique to ****. The *** reports every time a vehicle renews the registration. ****** does not provide any personal information about you. It simply creates a dependable general location that provides detailed information about a particular vehicle. 

  I hope to speak with you soon.

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

  District Manager

  Kost Tire & Auto 

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

  Customer response

  01/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:No email was recieved by me from Kost Tire regarding this matter. They were given the chance to make ammends and failed, this shows a lack of respect for customers. I will never have any dealings with Kost from this point on.
  
  Regards,
  
  *******************
  

  Business response

  01/08/2023

  I uploaded a copy of the email to the BBB files. Im sorry if you did not see it, but I did indeed send it. You sent an email into our internet department. Once it was forwarded to me, I responded immediately. We did a courtesy Multi Point Inspection on your vehicle and made recommendations of services that should be done. You declined those services. That is fine. That is your decision. The filter was not installed back properly after we inspected it. I am sorry that happened, but it certainly was not intentional. Once you returned, our tech reinstalled it properly for you. There is nothing more that I can do to help you. We always perform a Multi Point Inspection on every vehicle. If we see things that call for concern, our job is to inform you. It is completely your decision on if you want us to move forward with those repairs/services. You declined those services. There is nothing more to this. You have been having your vehicle serviced with us for years. We are not doing anything differently. If we have not made recommendations in the past, that would indicate that the vehicle has not needed anything during previous visits with us. In the future, if you do not want a Multi Point Inspection performed, I would suggest informing the counter personnel that you do not want a MPI prior to the vehicle being pulled into the garage. Unfortunately, If you are in for inspection PA requires the vehicle to be test driven and a safety inspection to be performed. 

  Customer response

  01/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The business stated "Once you returned, our tech reinstalled it properly for you." I never returned to Kost to have this fixed, I found it myself and fixed it properly. My major concern is the fact they used a third party to check my service recored without my knowledge od permission. They used this information to upsell service to me, when in fact they didn't completely finish the service I agreed to have done. I seek no monetary action from Kost, but I do not feel it is a common practice to use outside companies when Kost can refer to my service record that I have on file with Kost tire. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in June 2022 I brought my car in because I noticed it was drinking coolant. I dropped it off on a Friday night with the promise they will look at it on that Saturday. It took a week for them to repair and get my car back to me. The price yo-yoing all week landing at about $2700. About septemberish sometime later I ran out of oil in my car. I took it to another shop down the street from workplace and they discovered kost broke the oil return line when they did this awful service to my car. It was not even 2k miles past the service kost did. Now on December 2nd I was driving to work, not 5 minutes from my house I heard a bang and limped it to a service station a few houses up the street. They couldn't look at my car so I had it towed to * *** * **** in alle town who called me and asked who did the repairs in July. He stated that kost- who preformed the July service- NEVER TIGHTENED THE BOLTS ON THE ENGINE. This caused my engine to break its mount and I was only saved by frame catching my engine. I spent 2700 at kost tires, 200 for the oil line at tylersport service center and now who knows how much this ordeal will cost as the garage needs to get parts from gm who is having supply issues. When I contact the business they try to tell me it's normal wear and tear but two other mechanics have said they messed my car up.

  Business response

  12/14/2022

  
  Kost Tire & Auto
  3117 Lehigh Street
  Allentown, PA 18103
  RE: *******************************
  Complaint# BCP-************
  
  We are disappointed and regretful to hear of this complaint, as we pride ourselves and our company on our customers experience and satisfaction. We are a family owned and operated business and have been around since 1938. Our number one goal is taking care of our customers and treating everyone with respect. We have an open-door policy regarding our customer’s needs and embrace all our customers feedback to better enhance our customers’ experience. We inform our customers during their visit that we are here for them for whatever they need, just to simply reach out to us and communicate their needs good, bad, or indifferent. Our managers pride themselves on this premise and business model. We have a parts and labor warranty to protect our customers from parts defect and/or workmanship labor. Our warranty is a minimum of 12months/12,000 miles parts and labor whichever comes first.
  
  After reviewing the complaint, we realize the expressed disappointment of our customer. But never had an opportunity to review, inspect the vehicle, or correct any concerns. Each time there has been an alleged incident according to ******** *******, she has not reached out to give us an opportunity to help her, nor does she ever allege in her complaint that she has given us an opportunity. Instead, she chose to go to two different mechanic shops, regarding two different concerns. Opting to have neighboring mechanic shops/facilities repair her vehicle, subsequently paying for repairs that we will never know at this point were or were not under our parts/labor warranty. Sadly, at no time did we have any opportunity to address her concerns or needs under any expressed warranty offered by us. If we had the opportunity to inspect the vehicle each time there were a concern, we would have been able to decide at that time once we inspected it. And which direction was best to take care of our customer. Even if it were determined at that time there was no part or labor defects, we could have had an opportunity to take care of our customer at either no charge or a lesser charge depending on the circumstances, once determined the incidence was related or unrelated. As we do with all our customers, again priding ourselves on the customer experience. At no time was any effort made by the customer to give us an opportunity or ask for assistance for us to inspect the vehicle and correct any issues or concerns in house under our warranty, which does not include reimbursement for repairs implied by other servicing facilities outside of the Kost Tire and Auto umbrella.
  
  It would be difficult at this time to help with any concerns, not have had the appropriate opportunity beforehand to inspect the vehicle as well as based on hearsay. In addition, with two other mechanical facilities performing repairs on *** *******’s vehicle after the fact how is one to determine if those facilities have any liability as well regarding repairs made that could have escalated the issues *** ******* experienced.
  
  If *** ******* would like to continue the relationship going forward allowing us to provide her with exceptional service regarding her vehicle repairs. We will embrace her as a customer with no malice. It will allow us to provide her vehicle service needs efficiently, and effectively under our in-house warranty coverage if and whenever an issue. And it would give us immense pride and privilege to continue the relationship going forward so that she does not have to jump all over from one competitor to the next. Which creates more room for error and misdiagnosis. Giving her convenience and peace of mind. We are a one stop shop and can manage all our customers vehicle repairs and needs.
  
  Thank you, 
  
  George C******
  Store Team Manager
  Team Kost Tire & Auto Centers
  Allentown P.A.
  PH ************
  Fax ************
  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased Tires from Kost. I specifically asked for ******** tires and was quoted $3.00 over the price at *******. I assumed I received Goodyear tires as my car is a classic and I planned to attend a national show where the vehicles are judged on originality. I discovered to my dismay that I did not get the tires that I had requested. Upon my return from the show, I returned to Kost where the manager/salesman told me that they don't price match ''Club'' tires. He insisted he told me this at the time of the sale. That is simply not true. He offered to upgrade my tires to Goodyear for an additional charge of $90.00. Having already paid $522.00 I declined. I have since ordered the correct tires from ******* for $429.00. I would like to return the tires and get a refund.

  Business response

  10/06/2022

  This matter is resolved. The customer called the corporate yesterday office and we agreed to refund him in full. He returned the tires to our store yesterday. We are processing the check to go into the mail hopefully today or tomorrow.

  Customer response

  10/21/2022

  [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 is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  09/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a tire off of kost 3 weeks ago yesterday September 3rd 2022 my tire went flat the tire was not new and had a huge bubble in it they told me it was new I don't appreciate them selling me a used tire claiming it was new

  Business response

  09/16/2022

  Hi ***********. My name is Joe L********. We do not sell used tires at any of our locations. We only sell new tires. If there was some sort of mistake made on our end, I would be more the. Happy to rectify it for you. I would ask you to stop by one of our locations so that we can take a look at the tire. Please let me know what location you would like to go to and when, and I will inform the manager.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 26,2022 I called Kost Tire for pricing for (4) *********** Tires for my 2015 ****. I had been at my **** dealership for a recall and they said that it was time to replace my tires. The salesperson on the phone quoted me pricing and told me he needed a deposit of $145.00 so I gave him my credit card number. He said they would mount them on July 29th. On the same day, July 26th, I drove to the store for him to look at my tires. He came out to the car and said that there was some tread left on them but if I chose to not put tires on at this time I would not get my deposit back that I gave him earlier that morning. He did not tell me what the tread wear on the tires was. On August 8, 2022 I was in the car with my daughter-in-law and happened to mention that I just had 4 tires put on my car a week ago. She was shocked and told me that my son as a surprise to me when he had my car in for an oil change 7/15/2022 he had 4 new tires installed for me as a gift and a surprise. I was not aware that this was done before I reached out to Kost Tire for pricing. My daughter-in-law and I then proceeded to go back to Kost Tire to explain that my car had 4 brand new tires on when they took them off to replace. They told me there was noth ing they could do. I feel that Kost Tire should have advised me that I did not need tires. I truly believe that their salesperson and the technician removing them could tell they were new tires by the tread wear. They sold me 4 new tires costing me $717.70 for tires that I did not need. I am a Senior citizen women and not a tire expert like they were suppose to be. My son paid 694.36 dollars for tires that were only on my car for 14 days. I had the invoice from the other store where the tires were purchased and mounted. I feel Kost Tire took advantage of me and probably mounted my tires that were new on another car. I have reached out to the owner of Kost Tire several times. He does not return my calls or emails.

  Business response

  09/06/2022

  On or about July 25, 2022, a customer who identified herself as *** **** called the Kost Tire location in Allentown, PA to inquire about purchasing tires for her vehicle.  The inquiry was unusual because the customer was very specific about the type of tires she wanted and provided a product code for the same.  The tires requested were 225/40R18 *********** DWS06 Plus, PC# **********.  Due to the fact that tires requested needed to be specially ordered, the salesperson explained to her a 20% non-refundable deposit would be required prior to ordering the tires.  The caller agreed and provided her ******** ******* card number.  A charge was place on the credit card at that time and the order was placed.
  
  Subsequent to the phone conversation, *** **** came into the Allentown location of Kost Tire and asked for an inspection of the condition of the tires currently on the vehicle for which she already ordered new tires.  *** **** stated to Kost that a local dealership informed her she needed new tires and the tread depths of her tires at that time were 3/32nds and 4/32nds of depth.  *** **** produced a report from the dealership showing the same. Kost Tire employees assessed the tires and determined the tread depth to be 6/32nds and informed *** **** she did not need to replace the tires right away.  At that time, Kost Tire offered to cancel her order for the *********** tires, but reiterated the deposit was not refundable. *** **** declined to cancel the order.
  
  On July 29, 2022, *** **** arrived at Kost Tire in Allentown for her appointment to have the four tires replaced and installed. After the tire installation, *** **** questioned whether the tires were, in fact, the tires she ordered.  She was shown online pictures of the tires matching the product code she provided and was assured the tires were the exact brand, size and product she said she wanted.  On two separate occasions that day, *** **** was asked whether she wanted the tires that were taken off of her vehicle because they still had some mileage on them.  Each time *** **** declined to take the old tires because she had no room to store them.  *** **** paid the remainder of her bill with her ******** ******* credit card.
  
  On or about August 5, 2022, *** **** arrived at the Allentown location of Kost Tire with her daughter-in-law and grandson. At that time, she indicated that her daughter-in-law and son had unbeknownst to her, purchased new tires for her vehicle and had them installed prior to appointment with Kost Tire on July 29, 2022.  At that time, she demanded that the tires taken off her vehicle one week earlier be returned to her. *** **** was reminded that when she brought the vehicle in for assessment, she was informed that the tires did not need to be replaced right away. She was also reminded the tires that were removed from her vehicle were offered to her on several occasions and she refused to take them. Further, *** **** was informed that the tires removed from her vehicle would be scrapped and would not be kept at the store.
  
  *** **** was informed by Kost and particularly, Jose E*************, she had considerable tread left on her tires at 6/32nds and she did not need to purchase tires immediately, however, she insisted she wanted to purchase the tires. Further, when *** **** came in for the inspection of her tires, she was informed, at least for the rear tires, the DOT#s were from 2018.  After reviewing our records, *** **** did purchase 2 tires from Kost Tire in 2018.  An invoice for the same is provided. We believe those were the same tires removed from her vehicle on July 29th when the new tires were installed.
  
  After reviewing this incident and documentation available by the customer and Kost Tire Managers there are a number of unanswered questions:  Why wouldn’t *** ****’s son and daughter-in-law inform her they purchased new tires on July 15th? Why is the repair order from the ******** dealership billed on August 5th, but created on July 15th? Why is there no record of any of the work performed by the ******** dealership on the ****** report? The mileage and the information, including dates and years on the work order from ******** is not accurate. The mileage reported on the ******** work order was *****, however, the Kost Tire invoice includes the correct mileage as 47273. Further, there is no method of payment included on the “invoice” from ********, nor did the customer or her son sign the document as is required for payment. Lastly, the tires removed from the Audi A3 were used tires and not new tires.  There is video evidence that can be supplied to support this conclusion.
  
  We hope the information provided is helpful in concluding this matter.
                                                              Sincerely,
  
  
                                                              Kenneth K*****, Kost Tire General Manager

  Customer response

  09/07/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  Please see attachments for reasoning..   The information they are providing is inaccurate and misleading.
  

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

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  More than a week not being able to use my van. Description of Complaint:Too more complicated than this but, I brought the van for inspection, oil change, and tire rotations, and then: I was told I needed shock absorbers and the replacement of an emergency brake cable. They had the van for a week coz they were not able to fix the emergency brake which is required in order to pass inspection and charge me close to $ 900. *******, the manager at the Stroudsburg location, asked me to pick up the van since it was ready and fixed. Then: I check the tire rotations and they were not done, then, I drive back home, and checked the emergency brake, NOT Working. drive back about 30 min. I ask the manager, *******, checked the emergency brake, Not working of course, I said, I work with the van. he can't at 5 pm is going to snow and had to pick up his kids. My wife thought he was going to hit me. he was upset. I thought, it is better to leave the van and go away.They now want to leave it as it is, meaning with a emergency break system not working, even though, *******, the manager said " I can not place a sticker without the break working."Now, They can not fix the problem. they would return half of the money they charged, they placed the sticker on my van, NOT fixing the emergency break, wich according to him it should be working ir order to pass the inspection. and finally ask me to take the van as it is....meaning inspected but not fixed Desired Settlement:Billing adjustment; Refund

  Customer response

  04/27/2022

  The complaint was resolved with Kost tire and auto service. and I will get my refund for the $ 432.48 as today

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kost is an authorized ******* dealer so they were able to do the warranty claim for me on my *******s. Since October 27. They had none of the tires in stock that I needed and were on backorder is what i was told at the time. They still ordered the *******s and said they should come in within the next 2 weeks. But of course I needed tires on my car So they had sold me more expensive tires. These were michelins that i paid for out of pocket. They had kept my ******* tires that they took off my car because they needed them to send them back to the manufacturer as part of the warranty claim. (Of course you would have to send back the old ones for inspection by the manufacturer). I was then suppose to receive 4 new *******s even though I got out of pocket ******** tires. I kept calling week after week to see if the tires had come in as they were mine and part of my warranty claim I completed with Kost. They kept telling me that they were not in yet and another week i was told the man working on my claim was on vacation. It's been three months and no one has notified me of anything and when i proceeded to call again, i was now told that "they are probably discontinued now". If this is the case, i should be granted a refund on the cost of these tires or be offered other ******* tires for my car as I did a warranty claim with them. They have also stated that they lost my tires. Actually, they will not admit they lost my tires they are now telling me i NEVER left my tires with them as they never keep customers tires. But They did keep them to send them back to the manufacturer for the warranty claim as this is how claims are processed. This place has completely scammed me to buying new tires from them and doing my warranty for me but never did. I have multiple images in writing between my partner proving the run around they gave me and that they couldnt locate my tires

  Business response

  03/18/2022

  **** initially contacted us for a warranty adjustment on the tires that came on her vehicle from the factory. At that time, the tires that she had on her vehicle were not available from *******. We gave **** prices on other option and advised her to contact her dealership. Being that **** bought the vehicle from them, they may Cary that particular tire or be able to help her in another way being that the tires only lasted 18,000 miles.. **** came back a couple days later and asked us to order a set of ********* because the dealer would not help her. When **** brought here vehicle in to have the new tires installed, she dealt with our manager Flor because Tyler was on vacation. Flor wrote the ticket and made notes for the technician. There was no note for us to save the old tires. If **** did ask us to save her old tires, Flor would have noted the ticket for the technician to save tires and we would have informed **** that it is our policy to not hold customer tires. She would have had to take the old tires with her for storage until the replacement tires were available. If this were the case, **** would have noticed immediately that she had left our store without her old tires. We do not hold tires for customers for any reason. Thousands of new and old tires have went in and out of our shop since **** was in in October and we cant be responsible for customers tires should they be accidentally disposed of or misplaced. So, or policy is that we do not house any used tires for customers. Additionally, **** came in for the new tires to be installed October 9th of 2021. At that time, **** requested an oil change and for us to check the alignment and advise her if it needed to be done. I attached copies of all 3 worked orders to show this and to show that no notes were made about saving her old tires. If there would have been, it would have been documented just like the oil change and alignment check was. **** is now contacting us 5 months later asking about her tires. There is unfortunately nothing we can do for her at this time. My professional opinion of what happened is when **** came in, she did not advise **** to save her old tires. **** would have treated this as any other customer walking in for tires and would write a Repair Order for a technician to take her old tires off, dispose of them, and put the new tires on. My evidence is that there are not notes that **** mentioned anything at all to  Flor to save her old tires. Flor would have treated this as any other customer walking in for tires and would write a Repair Order for a technician to take her old tires off, dispose of them, and put the new tires on. My evidence is that there are not notes that **** mentioned anything at all to Flor about saving her old tires. If should would have, Flor would have advised her she had to take the tires with her. She would have noticed immediately upon leaving that she didn’t have her old tires with her. I have also spoken with Tyler who states that he never told **** we would hold her old tires for her. I believe this statement from Tyler to be True. He has been the manager of the Brodheadsville store for almost 4 years and I have never seen any customer tires being stored there. I truly appreciate Keri’s business and wish there was more that I could do to help her. Being that it has been 5 months since the tires were installed and the fact that we do not store customers tires, there is unfortunately nothing I can do to help rectify this matter. 

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 22, I lost all my brake use on Route 80, coming home from work, in East Stroudsburg, by Exit 305. Had my car towed to Kost tire in Brodheadsville, Pa. Technicians admitted my brake hose was put on backwards. *** tow truck driver alerted me the new host was broken and hanging down under my wheel. I had my car to Kost numerous times to be fixed, never resolved. I had it towed there numerous times. I have never been so scared driving, due to negligence like this. I could've hit something or someone else, or lost my life, through no fault of my own. I spent a few thousand dollars there to maintain my vehicle, and to be fixed. I called Kost Corporate, however, I received no resolution from them. I am still upset about this whole experience. A mechanic's work should be trusted. All that money wasted, and I still received no satisfaction whatsoever. I feel I should be compensated for some of this. Not fair to a consumer who trusted them with my vehicle.

  Business response

  01/31/2022

  *** was a wonderful customer and I truly wish there was something that I could do to help her. Unfortunately the problem that she had with her vehicle that caused it to keep coming back had nothing to do with any of the work that we had done.

  *** had 7 repairs done with us over the past year. The services included simple oil changes to major repairs. The only issue that *** ever had pertaining to work that we did was involving her visit on 10/12/21. *** had a brake hose fail. She towed the vehicle in and we replaced her brake hose. After the brake hose was installed, a couple days later, the hose failed again. She towed the vehicle back in and we found that our parts supplier sent us the incorrect hose that was too short for the vehicle. We ordered the correct hose, we replaced it again, and she left without incident.

  Later, in December ********s car began intermittently stalling once a week. She had the vehicle towed in on 3 different occasions. All 3 times, we had our head technician spend hours test driving the vehicle and performing electrical diagnostic tests. During all 3 visits, we could not get the vehicle to stall. Since this was such a rare occurring issue, we could not recreate this issue. Since we could not experience the vehicle stalling, we were unable to properly diagnose why the vehicle was stalling. ******** was not charged any diagnosis or labor at all for these 3 visits. She was a very good customer and we wanted to help her figure out the issue with the car. On the last visit, our head technician tried doing a complete computer reprogram. Again, we did not charge ******** any money for all of these efforts. When the vehicle stalled again, a couple days later, we advised ******** that the best thing to do would be to take the vehicle to a ****** dealer. Since they only work on *******, they may have seen this issue before and have a better idea of what may be causing it. ****** then went online and started reading forums. ******** found that it is common that the throttle body could fail on this vehicle and cause a stalling issue. We advised ******** that we was no signs of a bad throttle body and could not suggest replacing it. ******** went back online and ordered a throttle body from ********.com. ******** brought the vehicle in and requested us to install her throttle body. After we installed the throttle body that she ordered online, the vehicle stalled again. At this point we advised her that she really needs to take the vehicle to the dealer. If we cannot get the vehicle to stall while we were operating it, we cannot ever properly diagnose what is going wrong. We did not hear form ******** again after that point. 

  I hope that ******** was able to get her vehicle properly diagnosed and repaired. Unfortunately I do not find that we are financially responsible in any way. 

  Customer response

  02/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I never received proper auto repairs after spending 2,800 total during duration of time regarding car repairs. I feel it is totally unfair as my car never did get properly repaired. Negligence for a brake hose did not help matters either, it was an extremely scary experience. Thanks to failure of car not operating properly, I feel all the money I had spent was for nothing. Worst experience ever. I paid for repairs, expecting the car to be fixed properly, and issues were never properly resolved. Yes, I understand car maintenance costs, But the car leaving me sit and stranded 3 times never fixed the problem after being towed there as well. I feel it is very unfair, unjust,  and unresolved.
  

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

  Business response

  03/28/2022

  ********,

  I am very sorry you feel this way. I truly wish there was a way that I could change the outcome. Unfortunately, the $2800 you are referring to was spent to repair different issues with your vehicle over the course of a year. The issue with your car stalling did not exist when you approved these repairs. The stalling condition was in no relation to any of the repairs we made prior. All prior visits had nothing to do with the stalling condition. There was no way for our mechanics or manager to know earlier in the year that this vehicle would develop this condition later on. Kost never charged you a penny in regards to the stalling issue other then on your last visit when you went online and read forums, ordered a throttle body from the internet and requested us to put it in. The 3 previous visits where we spent hours diagnosing your car and could not find a problem, we did not charge you anything. As I stated before, if we checked the stalling issue and gave you a quote to replace that throttle body (or any part for that matter) and it did not fix your car, then you would absolutely be entitled to a refund. This would indicate that we misdiagnosed the vehicle and mislead you. This did not occur. Every bit of the $2800 you spent on a 17 year old vehicle were to fix other issues. Those problems are repaired. I cannot refund you.

  Every auto repair shop charges diagnosis per hour. We are no different. All diagnostics start at $89.95. If it is a complex issue that a technician spends hours on and runs programming procedures, then we charge per hour for the time the technician spends on a customers vehicle. Our head mechanic spent hours on 3 different visits, and we never charged you a penny for this time because we were trying to do the right thing for you. I cannot refund you for previous repairs over a course of a year that we made, well before you ever had a stalling issue. These repairs had absolutely nothing to do with the stalling issue that you developed after these repairs were made. 

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