Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1. The date of the scheduled oil change was December 6, 2024 at 11:00 am 2. The nature of the service promised was an oil change on my car for approx. $64.00 3. I drove the car over to **** Brothers in ********* in good working order. The last oil change according to the sticker on the windshield was at Young ******* on **********************************************************- phone number ************. The sticker indicated that the next oil change should be at ******* miles or on 09/12/24. The current mileage on the car is *******. So I estimate that It had been 4329 miles since the last oil change and was due. I had no oil leaks and no indication of an oil leak during that time. To my knowledge there were no problems whatsoever with the oil pan or oil pan bolt. It was to be a routine oil change and that's all. I dropped the car off for the oil change approx. 10:50 am on December 6, 2024. I received a phone call some +/-30 minutes later telling me that someone in a previous oil change service had tightened the oil pan bolt too tight and it was stripped. They said it would cost me $400.00 for the oil pan part plus approximately 2 hours labor to fix it. I asked if they didn't have insurance to cover this kind of thing stating that the vehicle was in working order when I turned it over to them. I stated that I had no oil leaks in the last 4000+ miles indicating any kind of problem with the oil pan bolt. I asked how I would know if their claim was true that someone else had tightened it too tight in a previous service or that they had stripped it in removing it. All I know is that I drove over and handed the keys to my car in working order and it was broken while in their hands. The attendant gave me a plastic bag with the stripped threads in it. I had to tow the vehicle home. 4. **** Brothers did not try to resolve the issue other than telling me I had to pay them $400.00 for a new oil pan plus 2 hours labor to fix it. So I said, push the car out of the shop and I will tow it home.

  Business response

  12/17/2024

  Mr. ******* brought his vehicle into **** Brothers for the first time with us for a oil change. When taking out the oil drain plug the threads from the aluminum pan came out with the oil drain plug. There's a few things that will causes this. First is whoever did the last oil change over tighten the drain plug. Second is sometime in the past the drain plug could have been cross threaded into the aluminum oil pan. When you have a steel drain plug going into a soft metal like aluminum, the soft threads of the aluminum pan often strip out when the drain plug is over tighten, we see this often. That is why you need to tighten down the oil drain plug with a torque wrench to get the proper foot pounds on the drain plug

  Customer response

  12/20/2024

   
  Complaint: 22694677
  
  I am rejecting this response because **** Brothers should have fixed the issue. I like the previous owner and I think he would have taken care of me.  I had no issues with oil leakage and no indication there was a problem. The previous company that changed ******, as mentioned, was a reputable company. I have no way of knowing if **** Brothers technician did not s**** up the threads.  They are in the business of changing oil and if this a regular occurance with them as they told me it was maybe they have a problem. A very easy fix would be to tap a 13 mm thread (1 mm oversized) and replace the 12 mm bolt with a 13 mm bolt. This would have taken them maybe 10 minutes labor and $3.00 cost for the bolt- if that. This is not acceptable. Instead they tried to get me to replace my oil pan at a cost of $400.00 plus 2 hours labor. Totally unreliable response.  This is not good business nor is it good will. I have at this point zero confidence in this company. Will not do business with them again. I would recommend that no resident of ********* do business with them unless they make recompense. It was broken on their watch. They fix it.  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in for a transmission flush due to codes on a 2015 Toyota sienna. They Said they didn't work on transmissions. Much beyond that so that if codes continued, I'd have to take it to a transmission shop. Codes continued and I took it to transmission shop. I was informed by the other transmission shop that there was no way they did a transmission fluid flush as the transmission fluid was still completely full of burned fluid and clutch material. So I've now had multiple professionals confirm there was no way that Burt Brothers did the transmission flush correctly or possibly at all.

  Business response

  12/05/2024

  My Manager has left two messages for Mr ******* and not received a callback. When Mr. ******* left a one star review my manager pulled the camera footage of his car showing that a trans. flush was performed. We have reached out today (12/5/2024) to Mr. ******* with no reply to see what can be worked out

  Customer response

  12/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: We are in talks currently. I have spoken with the manager now. I had missed his calls because he had called yesterday and today while I was working and unable to answer the phone.  They claim to have reviewed video of the service being done and that they replaced 15 quarts or so of fluid. I have 2 other shops and 2 experienced independent mechanics that all saw fluid less than 100 miles after their replacement and cant figure out how they "flushed the system" and still did not have fresh fluid in the system.  I could not finish the conversation with the manager today and have stated I will call to speak with him more tomorrow or Monday. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my daughter's Audi to Burt Brother's end of last year for engine work. They were trying to expand out of tires and basic service. The timing chain had broke. It was beyond their scope so they brought in another partner metric motor to rebuild the engine. I paid over $7,000 for a rebuild. I was told I would have a warranty on the work. Since the day I got my car back 11 months ago we have had issues. We have brought it back to Burt Brothers in Draper 5 times in over the past year. We have complained continuously that it leaks oil every time. Only to be told every time that they fixed some minor issue or there wasn't an issue. I have a long text thread with their CRM manager detailing a year's worth of continual issues. Engine light on, engine dumping oil, noises, etc. This car has been in the shop at Burt Bros for over 2 months getting serviced. They even took it back up to Metric Motor, the shop that rebuilt the engine 6 weeks ago. We were told that it was some other issue that they fixed. I also paid another $200 for some valve or repair to Burt last month that supposedly wasn't covered. When we got the car back "fixed" 6 weeks ago the check engine light was on and it was dumping oil. We were told there is nothing wrong. Last week it began a loud rod knocking in the engine. We took it back, waited another 2 weeks to finally hear that the bottom part of the engine is failed and we need to pay for a new engine! I have gone back and forth with their Regional Manager Rich S****** whose basic response was "Oh Audi has a deficient engine and that's not our problem." So their only solution was to install a "used engine" for another $6,500 with no guarantees or warranties.. In short I have spent over $8500 with Burt on this car in the past 11 months and been without the car for 2 months while it was being worked on Burt Brother should not have taken money and revenue for a project that was obviously outside their scope of expertise.

  Business response

  12/06/2024

  Mr. ****** thinks that he had a total  rebuilt engine done. I have tried to explain that doing a timing belt, head gasket and a valve job is just the top part of the engine. Which does have a one year 12,000 mile warranty, The problem **** is having with the engine is the bottom part of the engine, every thing the we did that has the warranty is still working fine. Mr. ****** has attach a copy of his receipt that clearly shows that we did not do a complete rebuild of his engine. I have offered to get **** a low mileage used engine installed at cost, 

   

   

  Customer response

  12/06/2024

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

  The "rebuild" of the engine was NEVER explained in writing, but was described to me over the phone as a full rebuild with a warranty. Regardless, the ENGINE never functioned properly after any repair they did. I consistently contacted Burt Brothers and told them that the oil was dumping out and that the check engine light was still one. 

  I took the car back to Burt Brothers in Draper 4 different over the next few months for them to fix or diagnose the issue. They always operated as if it was their responsibility to figure out why it was having issues. I was without the car for up to 2 additional months throughout the year. I have detailed text messages with Burt Brothers representatives through their CRM in addition to countless phone calls detailing this ordeal. 

  One key component that Burt Brother is neglecting is that one of the founders, Jake B*** is one of my very good friends. He is the one that initially put this into motion for me. I did this because was trying to expand their offerings outside of their typical tires and brakes and trusted that he would do a good job. He was forced out of the company during this past year and I believe he is dealing with the new owners in his own way. I do not speak for him or have any details on that other than this new entity is not the trustworthy, family friend that I initially trusted.

  Burt Brothers has tried to make a lame attempt to pass blame on the overall Audi engine being defective. I hired this company to fix a problem which they never properly fixed. When I spoke with Corey W********** at the Burt Brothers Draper location, he told me that Metric Motors (Burt Brothers affiliate that rebuilt the engine) told him the new issue with the engine was the cams went bad from chronic lack of oil. No kidding! That is why we kept bringing it back to Burt to get it fixed. This company clearly failed to diagnose the issues, did a poor job through their affiliate, and then could not fix the issues even though they clearly took a lot of money for the job. 

  I have the car sitting near worthless in my driveway as I figure out what to do. This company must not get away with this.

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

• Initial Complaint

  09/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Aug 1 2024, My 2010 Jeep Grand Cherokee was submitted to Burt Bros.by my girlfriend (Heather Prine) to diagnose and fix Check engine light issues. I was working in Maine for the Summer and not involved with the transaction. On Aug. 8 I received a phone call from Park City Police and PC Fire Dept. after business hours informing me that my vehicle had been in a fire incident. The Police informed me that there was fire damage to the interior floorboard on the passenger side and that fire extinguisher retardant had been deployed all over the front interior of the vehicle. On Aug 31, Heather Prine paid $1736.64, full invoice price with the intent of picking up the vehicle afterhours. She was informed that , because of the burn incident the cost of a $158.99 blower motor that was melted in the incident was being covered. The vehicle was brought home and sat in my driveway until my arrival back in Utah on Sept 4. On Sept 5, I inspect the vehicle for the first time to find a 2ft x 2ft area on the passenger side floorboard, carpet and surrounding parts burned and melted. Fire extinguisher powder coated the entire interior of the vehicle as well as all the contents. A minimal effort was made by Burt Bros. to clean up the mess. Very upsetting permanent damage and permanent residual extinguisher residue throughout the vehicle is what I received back from this business. Sept. 6, I went to Burt Bros. to get a copy of the invoice for this transaction, a verbal explanation of what happened and offer a chance to rectify this injustice. An acknowledgement of the mistake was given. The technician was replacing the Catalytic Convert. The fire was caused by the grinding of a bolt underneath the car and sparks from that bolt heated up the floorboard causing a fire on the interior. carpeting. Fire-retardant was deployed. A second incident occurred when afterhours a passerby noticed smoke coming from vehicle and Park City Police and Fire Dpt. were called to investigate

  Business response

  09/09/2024

  Burt Brothers discussed situation with Complainant.  He has agreed to contact BBB to rescind complaint. 

  Customer response

  09/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22259929, and find that this resolution is satisfactory to me.

  My name is Michael Henson and I am writing to inform you that complaint #22259929 has been equitably resolved.  Thank you for your quick responce and assistance in this matter.
  
  Sincerely,
  
  Michael Henson

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into the newest cenetrville location for an oil change and tire rotation. When my car was finished they informed me that I was in seriuos need of brake pads and rotators. They explained they heard a noise when they pulled the car in. I needed to have both front and rear pads and rotators done. The price was approx $ ****** per axle. I ask how seriuos it was and was told they needed to be replaced very soon.I asked my son to check the brakes to see how soon they needed to be replaced (former **** brother employee) He informed me that the bakes did NOT need to be replaced at all. I took the car to the **** brother store in NSLC and eplained the issue to manager on duty. They performed a complete brake check and CONFIRMED that I do not need any brake service at all. The brakes were fine. This is very upsetting and alarming to say the least. I would have paid for totally un needed work. This is very inappropriate and I would like to see this addressed and receive an explaination from corpoarate . This is unacceptable

  Business response

  07/12/2024

  We reached out to the customer.  After pleasant but brief exchange, the customer asked to call me back in 10 mins.  After 90 minutes I have not received a return call, but hope to chat with him soon.  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2022 Lexus GX460 in for tire replacement in approximately April 2023. The work was completed and upon inspection of the work, I found the wheels had been damaged (i.e., scratched) by the installer. ***************************** (service advisor at the ********************************* location) agreed that the wheels had been damaged and offered to have three wheels fixed. He offered a company in SLC (BTI Wheel) that would not guarantee a color match and offered no warranty. I declined that offer. We agreed that **** Brothers would send me a check for $450 which was what they would have paid to BTI Wheel. They never sent the check. I then had tires swapped on another car which reduced what they owed me to $250. I have called and texted ******** several times to see about payment and he says he will look into and I never hear back. After months of chasing him I am over it and turning to BBB.

  Business response

  04/25/2024

  This is *****************, I am definitely the one who can help you. Please call me when you can ************. Thank you and sorry for the inconvenience. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car to the **** brothers in ***** because vocational rehabilitation was going to help me get it fixed and this shop worked with the state. I had the car dropped off and told them to send the quote to *** rehab and asked to keep me updated. They did the work that initially was needed and then after they got the car started they called vod rehab that the water pump was bad and that the timing belt and assembly should be replaced. I never told them to contact *** rehab about any further issues, they never contacted me about these issues. Voc rehab could only pay for the water pump and told them they couldnt fund the timing belt assembly. I was never made aware of this interaction and was never told that the timing belt assembly might be and issue. If they had told me I would have paid to have it done. They moved forward without me knowing that there was a possibility that the engine might be ruined by the timing belt failing. Thats exactly what happened. The engine was fine when I brought it in, Voc rehab paid around $2000 to them to fix my car so I could start work. They didnt even so much as mention anything about the timing belt to me. When I called the boss he said it wasnt his problem. He would fix my engine if I paid for it but he wasnt going to make things right. If they had done what I had asked them to do and kept me in the loop I would probably have a running car right now. Now my job is at risk because I accepted this position because I was going to have my car. They had no right to even be talking to Voc rehab about my car. I signed no release of information to them. The boss there was extremely rude to me when I brought it up. I was in there face to face with him the day that they ruined my engine and no one mentioned a word about the timing belt. Nobody would tell me in good conscience that any of this is my fault or my problem. The engine was fine when I dropped it off and it would still be fine if they had kept me in the loop.

  Business response

  05/11/2023

  This car was towed in and had been sitting for a while without running, battery was dead, no key. we were instructed that he has no money and the sate was assisting him through vok rehab to repair his car for him. We got authorization to get a key cut and battery put in it, and also a radiator that had a visible hole in the side. at that point we got the vehicle to start up and run, at this point we discovered the water pump was also leaking. we called vok back for authorization and let them know we recommend a water pump and its the same labor to also do the timing belt at the same time and would you like us to also install a timing belt now as it would overlap on labor at this time. they declined as they said they were way over budget on these repairs. we had no indication at this time that the timing belt would fail, we simply recommended it as a courtesy as its a pretty labor intensive job to do at a later point. they still declined. this customer never stated he would fund any repairs or to contact him, he has no job and no money and was getting this work done for free to him through the state. We changed the water pump as instructed. after the water pump install was finished and upon our final checks for the leaks the timing belt in fact did fail and its an interference motor so when it fails it ruins the motor. No part that we replaced failed in any way to cause this. It's not something we would wish upon anyone but we also have no control over when other parts of a vehicle will fail. And let me also reiterate, this car hasn't ran for years, this is probably just the start of other issues that could begin to show up as a result of sitting for a long period of time. We are not responsible for this part failure, all the parts we were authorized to replace are working perfectly. 

  Customer response

  05/13/2023

   
  Complaint: 20040050
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************************

• Initial Complaint

  10/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Sent my vehicle in, it took a week to diagnose. They quoted me $852. Then listened for my reaction. I should have pushed back because they called 4 hours later asking for $1,250. I said no way. They then wanted $883 to "add a gasket." After they installed the starter, I went to pay. They tried charging $979. I had a verbal battle with three people. It took a while to get back to the original quote with my 5% rewards discount. When I started the vehicle, it seemed like a longer start than normal. It started slipping over the next two weeks and then failed to start. Had it towed back to them. ****** said they couldn't communicate with the computer and wanted me to have it towed to the dealer. There was no apology for their failure to fix it the first time nor any effort to do right by me. All they wanted was to offload the problem to another shop. So I'm out $950 with taxes and towing, and they couldn't care less about their failure. It seems that the service managers are incentivized by a bonus. That's very bad for consumers because they will be motivated to overcharge and underperform. This whole scenario is a nightmare that has almost cost me job, due to lack of transportation, and it feels almost criminal to me. I realize that there are shortages and inflation, but I can tell when someone is incentivized to s**** the customer over. I am out a grand, and I got nothing for it other than frustration and lost time.

  Business response

  10/18/2022

  We are very happy that we were able to get with you and figure out what is going on!!  Please let us know if you are satisfied and we look forward to taking care of you!!  Thanks for reaching out!

  Customer response

  10/19/2022

   
  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.
  
  Sincerely,
  
  *****************************

*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. ↩