Complaints

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:04/16/2024

  Type:Product 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.

  3/23/24 I took my car to Kwik Kar for a diagnostic test due to multiple warning lights coming on. I provided them with a code I received from an at home code test simply as an fyi. I was told "they" would need to do a diagnostic test which I of course knew going in and agreed to. I was told later that day the control module in fact needed to be replaced because it couldn't be anything else and the charge would be $1500. I was to pay $750 to order the part and $750 at the time of repair. Friday 3/29 I took my car in for repair, and all seemed fine until Thursday 4/4. All warning lights turned on again and this time my car lost all power at an unsafe location during rush hour traffic. I had my car towed to ******** and went to talk to ******, the General Mgr. Friday morning to explain the situation. He kept my car to drive and test for the day and I was later told no lights turned on and my car was fine. When I picked my car up Saturday morning, I saw one of the staff move my car however, when I went to leave my car would not start! They jumped my car, and I was then told the battery looked corroded and could be bad. Since my battery was under warranty with AAA I left with my car. Monday 4/8 all warning lights turned on again, I was able to make it home and AAA confirmed the battery was bad and replaced it. AAA also advised that Kwik Kar should have known the battery was bad when I took it in initially. I went to see ****** again Tuesday morning to explain the problem was not the control module and requested to see the diagnostic test results I was told they would run, and he explained "he doesn't have record of that". In addition, I would now like to see proof of purchase for the part he ordered. I've requested to speak with the owner *********************** and have not received a call back. Bottom line, Kwik Kar did not repair my vehicle, I believe I was taken advantage of, and my desire is a full refund.

  Business Response

  Date: 04/22/2024

  We understand Ms. ****** frustration in this matter. However, her assessment of the issue is not correct in our opinion. The code she provided us with was for an internal failure of the transmission control module. One of the possible contributing factors could be low voltage on the system. As part of our diagnostics, we put the battery on our tester and was still within acceptable levels. Additionally, we tested the alternator to verify it was working correctly and it is functioning normally and no shorts in the system could be found. At this point based on the error code the failure of the transmission control module was the most likely problem
  Based on her complaint I am guessing she is asserting that the problem was nothing more than a bad battery? When she brought the vehicle back, we checked the alternator it was working as expected. We charged the battery and then drove the vehicle several times as mentioned in the complaint. We had no problems with the vehicle. On the day she picked up her vehicle April 6th she stopped in,and our assistant manager was going to bring it around from the back parking lot for her but she said no I am going to comeback and get it leave it there. She took the keys and left. Later in the day she again spoke to our assistant manager but this time she asked if he could jump start her vehicle as she appearently had left the power on in the vehicle earlier and drained the battery.
  He jump started the car and it started up fine. They ran it for a minute or so and tried to restart it and it started right up. He states, he suggested a new battery but she and another gentleman who our assistant manager believed was her son said no they could get one from AAA as it was under warranty.
  We will concede that the battery was clearly coming to the end of its useful life Possibly leaving the power on that afternoon of the 6th was the nail in the coffin for this particular battery. She has implied that based on an apparent statement from a random AAA tech that our staff was negligent in identifying the state of her battery. Which based on the events of April 6th and her conversation with our assistant manager is misguided. She additionally left out the very relevant issue of leaving the power on in the vehicle until she returned to actually pick up the vehicle that day.
  Based on the chain of events and the steps we took we do not feel that a refund is warranted. 

  Customer Answer

  Date: 05/02/2024

  I am rejecting this response because:   Frustration, disappointment, and stress would best describe what I've experienced.  I have been a customer of Kwik Kar for 12 years and for ****** to say the control module was "the most likely problem" is unacceptable.  As was his comment "we replaced the module from the code you brought in" when I spoke to him in person April 9th.  As I explained to ****** "I" am not the mechanic, they are and clearly, they did not do their due diligence in performing a diagnostic test.  Regarding April 6th when I picked up my vehicle before they brought me my keys, I saw one of the employees move my car from where it was parked when I arrived, to the back side of the building.  It was not later in the day when I returned to get my car, I in fact planned to take it within 5-10 minutes once I received my keys.  I was simply waiting for the individual whose car I was borrowing to arrive to get their car.  They arrived, I attempted to depart however, my car was dead.  I immediately went back in the shop and told the gentleman at the front desk that my car would not start, and he sent someone out to jump my car.  So, to clarify I did not "apparently leave the power on and drain the battery" as Kwik Kar's response states.  This comment is 100% inaccurate and honestly infuriates me that ******** claims I left out the very relevant issue of leaving the power on until I returned to actually pick up my vehicle!  After replacing my battery on April 8th, the battery warning light periodically would come on and go off.  For fear of my vehicle losing all power again I opted not to drive it to work and planned to take it in for another diagnostic test.  On April 17th I took my car to ****************************** where they confirmed through testing the alternator was compromised and needed to be replaced.  My inspection report and receipt are included as backup.  Since picking my car up on April 18th I've had zero issues with my vehicle. It is my opinion that Kwik Kar was in fact negligent in not only identifying the state of my battery, but they were also negligent in identifying my alternator was what needed to be replaced, not the internal control module.  Therefore, I am once again requesting a refund, and willing to settle for $619.89 which was the cost of labor.  As someone who was a loyal customer for 12 years, I'm hopeful you can understand the stress I experienced losing all power in an unsafe location during rush hour following the module replacement, in addition to the financial burden this has caused.  I am therefore hopeful you can agree to settle this matter with some compassion and process a refund to the original form of payment for labor costs in the amount mentioned above.  
  
  ****

• Initial Complaint

  Date:06/12/2023

  Type:Product 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.

  Basic oil change resulting in damage to ************ parents, siblings, and I have been using this location for a good bit. In the past 6 months, we serviced three separate vehicles at his location. All three vehicles have had a separate issue right after doing business with this location.

  Business Response

  Date: 06/27/2023

  I am not going to be able to provide much of a respond to the following statement ********** change resulting in damage to ************ parents, siblings, and I have been using this location for a good bit. In the past 6 months, we serviced three separate vehicles at his location. All three vehicles have had a separate issue right after doing business with this location". This is about as veg of a statement as one can provide. It does not list a vehicle other than "My Truck". It does not list any damage to the vehicle other than claiming the oil change damaged the vehicle. This certainly does not warrant a refund based on this statement

  We did receive a call from a customer about a problem with an oil change for a truck recently but when we asked what was the problem. The customer hung up the phone. 

   

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  08/22/2022 My wife got in her car and noticed the tire pressure was dangerously low, she had the car taken to kwik kar willow bend to get more air, and an oil change while she was there. While there, they told her she had a leak that needed to be resolved before she could safely leave, she agreed. After waiting a while, they asked to come into the garage, and told her they had to change several fluids before she could leave, and that they were important, and would not be covered by her warranty. They never mentioned fixing any leak, despite that being the entire reason for the initial extra work they claimed. The car is only at 11000 miles and is brand new, people in their profession would know any leaks are covered by warranty, and that a car at that mileage (which they checked and noted on the paperwork) would still be in warranty. They impressed on her that she had to have this work done to safely leave, and she agreed as she trusted their judgement as professionals. After the work was done they charged her $500.74 for it, and told her she additionally needed an air filter changed but that it wasn't important so to come back later for that. We have no issue with the 84.99 + labor for the oil change and tire pressure, but the fact they specifically said there was a leak and didn't say they fixed any, and then they changed every single fluid in her car (brake, radiator, did a full oil cleaning, antifreeze) when they knew for a fact it didnt need to be done on a car at this mileage is abusive. They took advantage of my wife not knowing cars and trusting that a professional would tell the truth on what they need. We aren't seeking a refund on everything, but the excessive fluid changes that they told her were critical, but are not even recommended in the most conservative of cases needs to be refunded as they were charged under fraudulent pretenses.