ComplaintsforSouth Main Auto Service, Inc.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The letter I wrote about my service experience, which I also sent to the business, is attached below.

  

  Business response

  09/29/2023

   As a local business that has served the community for 35 years we strive on quality customer service. We first apologize to Ms. ***** for a poor experience at our garage. Her visit was not a normal occurrence and we admit a mistakes were made, but saying anything that happened was unethical or intentional is not correct. South Main Auto Service is a pet friendly establishment we have had pet birds in our lobby for over 20 years. Harley is our bird and goes to and from work everyday with the owner. Our customers love Harley and very often bring pets of their own when dropping off a vehicle. Ms. ***** contacted us on Friday 8/25/23 stating her battery had died multiple times and she wanted to have it checked and replaced if needed but really needed the vehicle back before close of business. We took the vehicle in on short notice to try and help her with the issue. We started late in the afternoon and found she was correct the battery was bad and was internally shorted. After replacing the battery the technician tested the charging system to ensure it was properly functioning. Upon completion we contacted the customer who stated she would leave the vehicle for the weekend even though it was finished. Monday 9/2 Ms. ***** picked her Corolla after paying she went out to the lot and it would not start again. When she returned to the counter we were also surprised and immediately sent a technician out to determine the issue. He found the battery dead again we decided rather than charging the battery we would replace it under warranty. After checking the charging system again and not finding a problem he realized the dome light was on. As company policy we do not turn or adjust any accessories on during service to prevent possible issues. We believe the customer may have left the dome light on previously and not noticed it during daylight hours much like our technician after sitting for two days with the light on again the battery was discharged. In a perfect world our technician should have noticed the dome light on when first checking the vehicle but he missed the light an honest mistake that we tried to quickly resolve while Ms. ***** was waiting in our lobby. Monday mornings are our busiest of the week and our front counter employees failed to notice the bird was bothering Ms. ***** we apologize for not noticing. When the repairs were complete Ms. ***** was in line with another customer who happened to also drive a 2013 Toyota Corolla when he dropped his key it was unintentionally swapped with Ms. ****** spare key as the were identical. None of the three parties involved noticed the swap until later in the day. When we could not unlock the other customers Corolla. It took us the majority of the day to figure out what had occurred we contacted the second customer and found out he only had one key. Around 5:30 Monday afternoon we contacted Ms. ***** asking if she had tried the other key, she stated she had not because it was her spare which she keeps in her purse and does not use. We made her aware of the situation and that the other customer was stuck without a vehicle until we could swap the keys. She indicated she understood but did not have her purse near and would contact use as soon as she checked. Tuesday morning we waited for a call from Ms. *****, no call. We waited until lunch time then attempted to contact her and our call went straight to voicemail. At this point we rented a vehicle for the second customer who was very understanding. We attempted to contact Ms ***** again a 3 and 5 PM both calls straight to voicemail with no contact all day. The following day we again waited for a call then attempted to call again at 12. Again straight to voicemail we assumed our number had been blocked and she was keeping the key. The owner made one last attempt from his personal cell phone which was answered. Ms. ***** said she did not have time to swap keys and would keep the key, we again informed her another person cannot drive their vehicle and offered to send our shuttle driver to her location to exchange the key. In conclusion we apologize for the mistakes that were made but they were mistakes not intentional actions. We would like to offer a $50 Amazon gift card to replace her damaged outfit and apologize for not noticing her being uncomfortable with the bird. Our shop has been pet friendly for 35 years and will continue to be pet friendly. Our lobby has had a bird for over 20 years without incident and we will continue that tradition that is loved by many customers.

  Customer response

  09/29/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *****

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told that my timing belt needed to be replaced. Come to find out when they were looking at my engine, they noticed my valve cover gasket seals were broken and my spark plugs were saturated in oil and didn’t report it to me. They never even test drove the car. I used all of my savings to get a timing belt replaced that didn’t need it, for the issue to not even be remotely fixed. They went back and fixed the issue that needed to be fixed, but I didn’t get refunded for “fixing” something that wasn’t an issue the begin with. This is something they regularly do to their customers as they are taking advantage of ******** **** students that don’t know where else to go. I didn’t originally file a complaint until after I’ve lived in the area for a while and saw that they have done this to many people in **********, and they took advantage of me knowing I have a ***** ******** permanent address. This has been incredibly destructive to my financial life and has left me not trusting any mechanic when I have newly moved to an area.

  

  Business response

  04/21/2023

   Ms. ***** entered our shop on 6/16/22 she stated she had the oil changed on her Rav-4 at another garage and the engine instantly starting running poorly and needed to be diagnosed as the other shop could not find anything related to the oil change causing a problem. When the vehicle entered the shop our technician immediately found a vacuum hose disconnected from the air box and assumed that was the sole issue. After attaching the hose that was left loose the engine was still loud and the noise was coming from behind the timing cover. We contacted the customer and made her aware of our findings and recommended removing the timing cover and replacing the timing belt, tensioner and pulleys and she agreed. Once the cover was off we found the noise was due to a failing belt tensoiner allowing the belt to jump causing the noise. If this repair had not been completed the timing belt would have failed causing catastrophic engine failure. The customer returned on 6/27/22 and said the vehicle was running poorly at this time the engine had a misfire. A technician checked the vehicle and stated the misfire was due to oil soaked spark plugs and ignition wires from a failed valve cover gasket. When presented with a estimate for the repairs the customer was not pleased and stated this should have been found while completing the other repairs. The technician stated he noticed some oil on the spark plugs while checking the vehicle and cleaned the plugs off as the vehicle had not exhibited a misfire. He did not take the vehicle for a drive previous to the timing repairs due to the noise from the engine and fear of the timing belt coming off while being driven. Even after the timing repairs the misfire did not show for nearly a week of driving by the customer. As a goodwill service we replaced the valve cover gasket, spark plugs and ignition wires at no charge, normally a $350 repair at $0 charge to the customer. In conclusion the vehicle had multiple problems. If the timing system was not repaired the timing belt would have failed and caused engine damage and possibly failure which would have been much more financially destructive. Ms. ***** explained she was having financial difficulties at the time so we made additional repairs at no cost something most garages would not do. We have been in business over 35 years with the majority of our business with repeat customers and minimal advertising due to our good reputation earned over years. Hopefully this explanation of the services done to the vehicle and the reasons they were done will give Ms. ***** some closure. The repairs performed were necessary and done correctly.  

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 10th, 2021 I took my car to this business for a repair. As part of the service, I asked the shop to change the engine oil and filter. Since I had previously ordered the original oil and filter, it was a matter of paying the labor needed to perform the additional service. I got my car back on September 17th, and as soon as I opened the hood I noticed that they did not use the original filter that I provided, they used some generic version instead. At this point, they have no way to prove that they used the oil that I supplied either. This is very dishonest and completely unacceptable. I would definitely like to have my money, oil, and filter back so I can have the service done somewhere else.

  

  Business response

  10/01/2021

  BBB,  Mr. ******* is correct he did supply his own engine oil and filter.  The vehicle was already at our shop for other repairs,  the parts were delivered separately.  The engine oil was in a large plastic bag in individual bottles the filter in a separate generic box.  Under normal circumstances we do not allow customers to supply oil and filter to avoid confusion.  When any service is performed in our shop the technician receives a work order including fluid capacity, fluid type and the part number of any and all parts needed to match at the parts counter to avoid mistakes.  When a customer drops a part off it is included with other parts at the counter but part #’s etc are not on the work order.  The oil and filter were laying with other parts for a few days before the parts for the repair arrived during this time the large bag of oil and generic oil filter box were separated.  When the technician finished the repairs the oil was then changed the technician grabbed the bag of oil but did not see the filter and assumed one of ours was to be used.  This was a honest mistake made by the technician.  After picking the vehicle Mrs and Mr ******* called the shop about the incorrect oil filter.  Both were told they had the option of keeping the oil filter we installed without charge and picking up their oil filter or returning the vehicle and we would change the oil filter at no additional charge.  At first they decided to pick the oil filter and use it a later date.  Then they called and said they would like to have the oil filter changed and set a appointment for the replacement.  They did not show up for the scheduled appointment.   We understand the frustration over the oil filter but it was a honest mistake which we offered to resolve during multiple phone calls and visits.  To say the mistake was made dishonestly and intentionally to steal his oil and filter is simply not true .and offensive  We offered on multiple occasions to resolve the situation as it was a simple mistake and solution but the ********* declined all solutions and did not show up for their appointment.  We are willing the refund the labor cost of the oil change, the oil provided is in the engine and the customer has the filter those items will not be refunded.  Thank You***** ********Store Manager

  Customer response

  10/01/2021

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** *******

*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. ↩