ComplaintsforThompson Lane Auto Care

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car broke down on I- 40. I used to live here but now live 2 hrs away. I was going to have my car towed to another mechanic in *********, but the *** guy recommended this place. I'm confident after reading reviews on the internet that Thompson Lane gives the *** tow truck drivers a cut for bringing cars there. The Thompson Lane mechanic called and told me there were so many problems with my van that I just needed to start over. Then he told me I needed a new fuel pump, fuel filter, and a tune up. I was quoted $1500 to fix these problems. So I called my local mechanic and he told me he'd charge around $300-400 to fix the fuel pump and filter. So I paid more money to have my car towed to my local mechanic that's 1.5 hours away because I trusted him. He is also the tow truck driver. My van started up and drove with no problems when he got there. He told me there was no way there was something wrong with the fuel pump or filter. My local mechanic said that when my car broke down I was probably low enough on gas that it was pulling up gunk that was in the fuel tank and this can happen with older cars. When he picked my van up it had a 1/2 a tank of gas so filling it up that much is why it was now running okay. The Thompson Lane mechanics were going to let me pay $1500 to have my fuel pump and filter replaced even though they were in fine condition. They also charged me $150 to diagnose my car which they clearly never even did. I paid this money before my local mechanic came to get the car. I agreed to pay this fee because at the time I thought they had actually tried to look at it. I want my $150 refunded since they never even looked at my car.

  

  Business response

  12/29/2022

  Hi, how are you?. Her van was towed here by AAA, the van died on her two times. ************ said that she needed her fuel pump changed along with the fuel filter. she also needed full tune up : spark plugs, ignition coil, wires, rotor , cap. All of that amounted to $1583.20 out of the door, that is parts, labor , taxes and including her AAA discount.  To make her van run well she had to do all these things. If the customer decline to do the work we charge a check up fee of $125.00 plus tax.

   

  Customer response

  12/29/2022

   
  Complaint: 18652032
  
  I am rejecting this response because: None of that is true. They didn't even look at my car. I know that because I don't need a new fuel pump or filter. It's impossible. The tow truck driver that came to pick up the car was able to start my van and drive it. He was able to drive it around town without doing any work on it. None of that would be possible if I needed a new fuel pump and filter. They heard the symptoms of my car and assumed it needed a new fuel pump and just told me that's what was wrong without even looking at it. 

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

  

  Business response

  01/04/2023

  hi, we checked the fuel pressure and it was low and weak. she also had misfire. we spent at least two hours on the van and we charged her for one hour which is the check up fee.  thank you.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am wanting assistance from BBB against Thompson Lane Auto Care as I paid them $385.34 to fix my brakes and rotors on 06/11/2022 and 11 days later on 06/22/2022 I noticed the brakes and rotors started to make noise again as if I hadn't gotten them fixed. I consulted them and they proceeded to tell me it was the wheel baring and I was going to need to pay $450 per wheel baring but that it wasn't my brakes and rotors and they couldn't give me my money back. I took my car to ****** Nissan on Thompson lane and had the car inspected again. They proceeded to tell me that Thompson Lane Auto Care put bad parts on my car and in order to correct the issues, I would need to pay to have the brakes and rotors fixed which is $399.95+. There were no issues with my wheel baring. I am a single mother with 2 children and I don't have the extra money to put into correcting the issue that I had already paid Thompson Lane Auto Care to do. Therefore, my kids and I are being put in danger as the issue still persists due to them putting bad parts on my car and then not wanting to refund me my money but try and get additional money out of me. At this point, I do not feel comfortable with them working on my car again and I would rather receive the money for Nissan to fix my car correctly. I do have paperwork from both locations to show proof and I wouldn't have pursued any action against them if they did the job correctly with no issues. Not only is the issue not corrected and they still were paid, I had to take off work to consult both locations, I'll have to take off work for court if needed, pay court filing fee if needed, and mine and my children's lives have been put in danger with them not correcting the issue properly the first time.

  

  Business response

  10/05/2022

  Business Response /* (1000, 5, 2022/08/05) */ she came and asked us to change the front brake pads and rotors and we did. And after eleven days she came back and complained that she still had the same problem, so we offered to change the brakes again for her on warranty with no charge on her part but she refused and demanded to be refunded the whole amount of money. and she left. Consumer Response /* (3000, 7, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did return to them because the problem persisted and they inspected the car again telling me it was my wheel bearings and I needed to pay $450 per wheel bearing which I knew was incorrect which is when I proceeded to take the car to ****** Thompson lane and they advised that Thompson Lane Auto Care placed bad parts on my car. I took it back to them advising what ****** stated, he asked if I had a receipt from them and I advised that I did which is attached to this case. I asked for my money to take to have corrected at ****** Thompson lane and he stated he could not refund me but to change the brakes and rotors. Why would I want or trust the same location for a so called correction that initially put bad brakes on my car? If the money is refunded, I have to take the same money to ****** Thompson lane plus spend more money to have them correct the issue. Business Response /* (4000, 13, 2022/10/05) */ I can't give refunds, I offer to do the do the work all over but she decline

*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. ↩