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Description

Mechanical and electrical automotive repair.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Clintonville Auto Repair Service meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Clintonville Auto Repair Service include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Clintonville Auto Repair Service
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: March 01, 1973 Business started: 04/01/1961 in OH Business started locally: 04/01/1961 Business under new ownership as of: 06/01/2012 Business incorporated: 06/04/1968 in OH
Type of Entity

Corporation

Business Management
Mr. Paul Marquardt, President Ms. Lynette Van Arsdale, Secretary/Treasurer
Contact Information
Principal: Mr. Paul Marquardt, President
Business Category

Auto Repair & Service Auto Repairing - Foreign Engines - Rebuild & Exchange Lubricating Service - Automotive Radiators - Automotive Heaters - Automotive Springs - Automotive - Sales & Service Auto Air Conditioning Alternators & Generators - Auto Repair Auto Diagnostic Service

Hours of Operation
M: 7:00 AM - 6:00 PM
T: 7:00 AM - 6:00 PM
W: 7:00 AM - 6:00 PM
Th: 7:00 AM - 6:00 PM
F: 7:00 AM - 6:00 PM
S: Closed
Su: Closed
Service Area
Central Ohio/Columbus area
Alternate Business Names
C.A.R.S. @ Polaris CARS Clintonville Servicenter, Inc.
Additional Information

If something needs repaired on your vehicle that is not an external body part or is painted, we can do it. We perform all mechanical, electrical, and maintenance services.


Additional Locations

  • 585 Oakland Park Ave

    Columbus, OH 43214 (614) 388-9489 (614) 263-5551

  • 9175 S Old State Rd

    Lewis Center, OH 43035 (614) 846-9999

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (614) 388-9489(Phone)
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Additional Email Addresses

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Complaint Detail(s)

9/4/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was treated in a rude manner by the staff at Clintonville Auto Repairs. The car was driven there as it had overheated after a belt broke. I left it by their service bay and left the key. I was called the next morning and told the car would be inspected. No one ever called back again. The next morning I called them to be told pretty much my car should go to the junk yard. My daughter was expecting and I spent the next few days at the hospital with her.I had a dilema with the car and not sure what to do. The Clintonville Auto Repairs estimate to start was $1,380.00 and stated "there could be other problems". I told them I would take the car somewhere else. I tried to come and get the car but after whatever they had done it no longer started. (never had any trouble starting it before or after that?)I had the car towed to another repair shop. (as the tow truck was hooking up the car to be towed a man from clintonville auto repair brought out parts to my car that were taken off by them and not replaced even though I had paid the days before that?) It was fixed for $317.00 and runs like a top.Clintonville Auto Repair charged me $100.25. Since they were wrong with the diagnosis and the way I was treated there I would like a total refund of that amount.That was 1/3 of the repair fee for nothing except their lame advice and delays to my vehicle being in running order not to mention the depression they put me in with their incorrect diagnosis.

Desired Settlement: I would like a written apology for the way they treat female customers and take that charge off my card for the wrong diagnosis.

Business Response:

I will be breaking out the different sections of Ms. ********’s Complaint to provide answers/explanations.  I will also be providing below some of the detail that Ms. ******** neglected to mention in her Complaint filing.  I have italicized Ms. ********’s information to keep my answers clear.

 

“Nature of the Complaint: Repair Issues

Consumer’s Original Complaint:
I was treated in a rude manner by the staff at Clintonville Auto Repairs. The car was driven there as it had overheated after a belt broke. I left it by their service bay and left the key. I was called the next morning and told the car would be inspected. No one ever called back again.

We attempted to contact Ms. ******** on July 11th at 3:10pm but her cell phone (the only number we were provided) was not taking calls.  We did get a provider generated message stating that the phone would not allow any messages.  Contact was made on the 12th, explanations on the vehicles needs were given and Ms. ******** said she would contact us back with a decision.

 

The next morning I called them to be told pretty much my car should go to the junk yard.”

                When we arrived to open the shop on Tuesday, July 11th, 2012,  Ms. ********’s vehicle was in the parking lot.  The Key Drop envelope listed her contact information and that the concern was “overheating”. I moved the vehicle from in front of the Customer drop off area and parked it on the side of the building.  When I went inside to give my Service Advisor the key I mentioned that the Service and Check Coolant lights were on, the Change Oil Message was on, and that the vehicle ran rough (slight misfire) while driving across the lot.  We looked the vehicle over and found the following issues:

 

·         Water pump belt destroyed with pieces burnt into the Camshaft drive pulley.

·         Water Pump belt Tensioner bearing locked and assembly came apart.

·         Actual Water Pump visually looked OK but no way to confirm operation with bad belt and Idler pulley.

·         Coolant Crossover Pipe (near Intake Manifold) was leaking coolant at its mounting gaskets and coolant was seeping at numerous hose clamps.

 

The Engine Control Module(ECM) had 20 separate codes stored in its memory.  They are listed below.  The codes that we can confirm were related to the issues we found are in bold text.  It is very likely that the Oxygen Sensor codes are a result of the misfire and overheating issues but we had no way to confim until after a repair was performed.

         

·         P0401, P0405 - Exhaust Gas Recirculation(EGR) related issues.

·         P1441 - Evaporative emissions system issue

·         P1258 - Engine Coolant Over Temperature Protection activated.

·         P1599 - Engine Stall Detected

·         P0135, P0138, P0143, P0147, P1133, P1139 - All related to the Bank 1 Oxygen Sensors (The side of the engine that has Cylinder #1).

·         P0300, P0301(65,349), P0302(77), P0303(0), P0304(2), P0305(0), P0306(11), P0307(35), P0308(20) - All codes related to Engine cylinder misfires.  The number in ( ) indicates the number individual misfires the ECM recognized.

 

 

We were able to confirm that the misfire on cylinder #1 was a result of a faulty spark plug wire and we recommended to Ms. ******** that they be replaced.  The estimate to replace the Spark Plug wires was $369.98. 

We also recommended the replacement of the Water Pump Belt, Tensioner, and Camshaft drive pulley.  Also included was coolant and the labor to bring the mixture back to the proper 50/50 ratio. (Customer indicated when placing the appointment that the coolant was low and they added water only).  The estimate to replace the belt, tensioner, drive pulley and coolant was $660.23.

We also calculated the cost of replacing the Crossover pipe gaskets and faulty clamps.  The estimate to replace the gaskets and clamps was $269.87.

The charge for diagnosing these problems was $100.25.  This amount represents one (1) hour of diagnostic labor even though we spent in excess of ninety (90) minutes looking the vehicle over.

 

These individual estimates are where the $1380.00 figure comes from.  The numbers actually total $1400.33 but when all of the work is performed at the same time there is a cost savings on coolant.

 

The reason not fixing the car was brought up by my Service Advisor is due to the fact that the above listed repairs, PLUS the upcoming need for 4 new tires, PLUS the faulty front stabilizer links that needed replaced, PLUS the overall condition and mileage(181,000) of the vehicle would generate a cost that would come close to or exceed the Black Book value of $2025.00. 

 

My daughter was expecting and I spent the next few days at the hospital with her.I had a dilema with the car and not sure what to do. The Clintonville Auto Repairs estimate to start was $1,380.00 and stated "there could be other problems". I told them I would take the car somewhere else. I tried to come and get the car but after whatever they had done it no longer started. (never had any trouble starting it before or after that?)I had the car towed to another repair shop. (as the tow truck was hooking up the car to be towed a man from clintonville auto repair brought out parts to my car that were taken off by them and not replaced even though I had paid the days before that?)

There was a miscommunication between my Service Advisor and the Technician that worked on this vehicle that resulted in the parts not being put back in the car.  The reason they were not installed is that they would have to be removed to facilitate any repair, whether performed by us or someone else. Basically by not reinstalling the parts the repair done by the other shop took less time than it would have if they were installed.

 

 It was fixed for $317.00 and runs like a top.Clintonville Auto Repair charged me $100.25. Since they were wrong with the diagnosis and the way I was treated there I would like a total refund of that amount.That was 1/3 of the repair fee for nothing except their lame advice and delays to my vehicle being in running order not to mention the depression they put me in with their incorrect diagnosis.

Ms. ******** and I actually spoke prior to her submitting this complaint to the BBB.  She called very early one morning to tell me that she was upset with amount of our Diagnostic charge.  She seemed appalled by the amount we charge even after it was explained to her that our Diagnostic charge was very competitive with other shops(Independent, Franchise and Dealerships) in a 2-3 mile area of our location.  **there are 6 shops with a higher charge and 19 with a lower charge.  The range was from $70 to $101 with 15 shops being between $89.95 and $101.00 not including tax.

 

We also went over her bill from the other shop to see what they actually repaired v. what we recommended.  When comparing apples to apples the parts prices were very close and the labor was approx. $200.00 higher.  She did not know what they charged per hour but I suspect the rate was lower than ours and that there was also a savings by our not reinstalling the previously mentioned parts.  **our general labor rate is $86.95.  Compared to the same grouping of shops listed above in our area our rate is near the middle with 11 below and 15 above and a range of $70.00 to $110.00 not including tax.

Consumer’s Desired Resolution:
I would like a written apology for the way they treat female customers and take that charge off my card for the wrong diagnosis.

Ms. ******** also mentioned during our conversation that she felt as if she were “raped” by us with our charges and diagnosis.  I responded to her that I did not feel that was an appropriate term to use with reference to our conversation and that her saying that was insulting to any woman that had ever been sexually assulted.  She stated that she still felt that way and that she also thought the Technician that worked on her car, and brought the parts out when it was being towed, was trying to steal the parts.

 

I will stand by our record with the BBB, Angie’s List, other Customer reviews and what I know to be fact.  We do not treat anyone poorly.  As I told Ms. ******** during our call.  We don’t care if you are Black/White, Male/Female, Gay/Straight, Rich/Poor or New customer/Longtime customer.  Everyone gets treated and charged the same.  The Service advisor she delt with has been with our company sine 1977, and in his current role since 1987.  The Technician that worked on her vehicle has been with the company since 1969. and his Mother and Father both worked with us before their retirement in 1991.

The only fault I can find with what transpired is that we did not get Ms. ********’s parts in her car prior to her having it towed out.  The repairs that she had performed were not inclusive to the problems on the vehicle that we estimated OR inclusive to the overheating issues related to the Cooling System. 

 

As a courtesy, I would at most be willing to credit $40.00 for the inconvience and confusion regarding the parts being in her car.  I will NOT apologize for anything and stand 100% behind our diagnosis of the vehicle.

 

Sincerely,

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/5/2011 Billing/Collection Issues
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