ComplaintsforAuto Stop

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A total of $2117.21 was paid over the course of 3 times bringing my truck in to Auto Stop to fix an oil leak. On the fourth time at Auto Stop, I asked for a refund due to the issue still not being resolved, but still having to pay for services. The business refused any refund. Please see attached documents for more information. Thank you.

  Business response

  02/27/2024

  Hello I’m Ronald from Auto Stop in league city. I’m emailing you this morning in regards to **** ********* I’m here to provide and prove me not only used Original Dealership parts for this repair we also offer all of our customers a 1 year 12,000 mile warranty part and labor whenever we provide parts with our service. I understand this customers frustration but we have warranty is place for issues as such as this. We are sorry for any inconvenience caused but we have been in business a very long time and we take pride in providing great service even if and when mistakes are made. I’d love to try to make this right if the customer is willing to allow us to warranty our repairs if needed. 

  Customer response

  02/27/2024

  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.  
  
  [After 4 times taking my truck to the business, “warranty work” is not needed. The business failed to figure out, and fix an oil leak. I took it to another business where they fixed the problem the first time and said aftermarket parts were used and not installed correctly.Pictures provided. The business needs to address this professionally and refund the money that I paid for over 4 visits and not one thing was fixed.I paid for a service. 
  
  
   
  

  Business response

  03/26/2024

  I'm responding in regards to Mr.******* ******** about our services on his vehicle. We always take great pride in our work and also in our customer service and this is why we always stand behind our 1 year parts and labor warranty and also 12,000 miles (whichever comes first) . With that being said we do not refund services rendered with cash payment. As far as for the vehicle service in question we repaired two different damaged items on this vehicle. On the first repairs we replaced the lower oil pan gasket and did an oil change (per customers complaint of an oil leak) on the second visit to our shop we replaced the engines rear main seal (which is located near the oil pan where previous repairs were made) . These are both common issues and items to have replaced. As I stated before we always offer warranty repairs for our services however the customer was upset to have an issue with the oil leak appearing again which is understandable but what in not acceptable is when a customer comes in angry and demands a complete refund or refund of money and not allow us to attempt to correct the issue at hand in addition to that when we are threatened by a customer who stated " Hey I'm a police officer and i have friends" then we assume no liability for repairs nor warranty. I would like to resolve this issue with our ability and warrant policy but its understanding if this issue is not resolved. This situation is unfortunate and I wish it ended with better terms. 

  Customer response

  03/26/2024

  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.  
  
  In response to your last message, your statement is a complete lie. When I came in to the business on the fourth time, I walked to the front desk and asked the employee in a polite and courteous way for a partial refund. The employee then stormed out towards the garage in an unprofessional way. He came back in and told me to talk to the manager who was in the shop. So I met with the Manager and proclaimed “owner”. The “owner” knows that I was completely calm and was not acting in an irrational and angry manner. The owner stated that he could not do a refund and would only try to fix my truck for the fourth time. I said I would not keep it there again due to an employee acting unprofessional and that I keep having to issue money with no resolution. The owner also stated that he could not give a refund because he gave the analogy of “it’s the same as a sick person seeing a doctor, we have to keep diagnosing until we fix the problem. There are no refunds there too.”       Secondly, I stated that I was a good guy and trying to find a compromise to this issue and that I was a police officer. I stated that I would take their business to court if I had to. The owner received that as I was threatening him, stating “are you threatening me?” to which I replied back ,”No, how is that a threat?” 
  I believe that the business should do the ethical thing and compromise and meet in the middle. I would like to settle at $1,000.00. This amount is significantly less than half of what I paid without a resolution to the issues that my vehicle was not properly being diagnosed with. I had to take my vehicle to another mechanic, who had noticed that the parts worked on by Auto Shop were not installed correctly, there were un-tightened bolts, and after market parts were used.(Pictures attached). My requested settlement is the most reasonable compromise to settling this dispute.
  
  
  
  
   
  

  Business response

  04/12/2024

  Hello Im responding again in regards Mr.Matthew again im sorry things got this far. As for the refund our policy is clear as far as cash back for services rendered as we do not refund money for repairs that have been  done. Our policy clearly states we have WARRANTY ON PARTS AND LABOR FOR 12 MONTHS OR 12,000 MILES. WARRANTY WORK HAS TO BE PERFORMED IN OUR SHOP AND CANNOT EXCEED THE ORIGINAL COST OR REPAIRS. **ALL SALES ARE FINAL AND NO REFUNDS. If a customer refuses to come back to lets use warranty the work done then there is no warranty. 

   

*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. ↩