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:06/20/2023

  Type:Service or Repair 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.

  I am seeking a refund for improper handling of parts and general negligence. Attached are the inspections reports from Toyota a week after I purchased the vehicle and a current report after Tire Guys and service performed multiple Water Pump changes. In each report the water pump still needs to be replaced even after working with Tire Guys and Service for over 4 months. In total I have spent close to $2,500 to simply replace a water pump. The job was never done yet I was charged on more than 3 separate occasions. On August 22, 2023 I brought my car in for a water pump replacement and was charged $443.52. I brought the car back in October because the vehicle had the same problems and would still overheat. Tire Guys assured me that the water pump was fixed and that it must just need an oil change. I payed $71 on October 24, 2022. Toyota Direct informed me multiple times that there was an Issue with the water pump, once on August 22 before Tire Guys touched the car and again on February 20, 2023 to determine if Tire Guys fixed the issue they had claimed to. On November 5th I started a $1,200 payment plan for Tire Guys to completely redo my entire coolant system including the water pump and temperature gauge. After this repair the car still continued to leak and once I got the final inspection from Toyota, I knew that tire guys was negligent for charging me yet not fixing the problem at all. Including the price of the 3 different water pumps I had to buy at $130 a piece, I’ve spent almost $2,500 on one part replacement.

  Business Response

  Date: 07/10/2023

  When ****** ******* originally came into Tire Guys on August 23 2022, He stated he had previously had his vehicle diagnosed elsewhere and asked us to install a water pump that he had purchased.  ****** declined an inspection, so we advised him of our policies which are, we do not warranty out customer supplied parts, and that we cannot guarantee that the repair he is requesting (water pump) will fix his issue as he declined an inspection. ****** agreed to these terms and we moved forward with the repair.  We installed the water pump, the vehicle was no longer overheating and he paid for and picked up his vehicle without issue.  

  ****** came back in to Tire Guys on October 24 2022 as recommended by Valvoline Instant Oil, to get an oil change done by us due to him having issues with his oil pan and drain plug.  At this time he did not have any signs or complaints of overheating.  That being said, an oil change and a vehicle over heating are two completely different things and have absolutely nothing to do with the other. 

  ****** came back to Tire Guys on November 5 2022 at this point he began stating that he is having issues again with his vehicle overheating. At this time, we reiterated our policy and that we do not warranty customer supplied parts and that we never originally diagnosed his vehicle as he declined the initial inspection back in August.  ****** then gave us authorization to diagnose/inspect the vehicle to determine why his vehicle was once again overheating.  At the time of our inspection we determined that he had SIGNIFICANT amounts of stop leak all over his engine (we do not recommend the use of stop leak as it can be harmful to vehicles if not used properly) his radiator was leaking from numerous locations, his water outlet and thermostat were not functioning, and the water pump that he provided to us back in August was also leaking.  At this time we also advised him that there is a strong possibility that he has a blown head gasket/cover, however we needed to address the other leaks first in order to be able to determine if the head/cover is leaking as the other leaks were significant.   During this repair on 11/5/22 we charged him for the radiator, water outlet and thermostat that we installed, and as a courtesy to him, contacted where he purchased his water pump from and were able to warranty his part out on his behalf, therefore he still has only paid for 1 water pump (part) not 3 like he stated in his initial complaint.  You will also see no charges for a water pump (part) on any invoices attached above.  

  I have attached all 3 invoices in question, in which you can see exactly what ****** paid for and when, you will also see the notes that we put on the bottom of his invoice dated 11/5/22 which include the repercussions that the stop leak can have on his vehicle as it can cause the coolant system to back up and clog which in turn causes additional leaks.  

  Finally, much of his complaint is inaccurate, he stated he has spent close to $2500 on only a water pump repair, which as you will see in the information I have provided, he has paid us a grand total of $1324.98 which included his initial request for us to install his water pump, his oil change on his second visit, and then a radiator, water outlet housing, thermostat and us re installing a water pump all on his third visit. 

  Please give us a call if you have any questions

  Customer Answer

  Date: 07/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20210193
  
  I am rejecting this response because Tire Guys and Service continues to minimize their part in fixing the water pump. They charge me twice for the same work in the span of  2 months according to the receipts provided. Their negligence is clear and yet they continue to deny any form of resolution. Tire Guys and Service has a multitude of complaints similar to my own and I will continue to pursue action against the company and owner. They insist that I damaged my own vehicle in the span of two months with less than 8oz of Stop leak which seems incredibly ridiculous. This product has close to a 5 star rating at AutoZone. Even still the only reason why the stop leak was purchased is due to the fact that Tire Guys and Service failed to fix my car Water Pump, Radiator, and Cooling system after visiting the shop four separate times between 2022 and 2023.  
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair 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.

  My car was originally taking in for an estimate for the electronic power assist on April 13 2022 that was $376.25, they suggested re-programming first and we all agreed if that didn't work; it would be replaced. few weeks later the steering went out; we called to set up appointment ; daughter paid $913.75 on jun 18 2022 for them to order rack and pinion, they fixed outer tie rod ends also at this time claiming the suspension is what is making it go out; fine went to pick it up june 22 2022 paid $569.75 balance we had to take the car back in for reprogramming 3 or 4 time and she would tell me it's pot holes the way we're driving and suspension parts causing this to keep happening; So we replaced the suspension parts the following week . Husband was actually ordering while I was at the shop talking to ******* and the mechanic. The last reprogram I spoke with the mechanic myself and he didn't understand unless there is something wrong with the new part we agreed if it went out again warranty the part. and husband would replace the other tie rods and ball joints and driver strut. Sept. 26 2022 power steering system went out again; I call Tire Guys ******* as always answers it take me from this day and not until Oct 12 to get the appointment made for the warranty to honored. ******* guaranteed the part will be there tuesday Oct 11 2022 so it would definitely be there for the car to be dropped of Oct 12 2022 to be done that day; I get a call accusing me of taking out the part it's not the one they put in On Oct 13 2022 at 10:21am ******* calls exclaims it wasn't the correct part and she has to rush the part for an Oct 14 delivery; she kept me on the other line while supposedly confirming... On Oct 14 2022 11:16 called if ready; No! @ 3:47 ******* claims on alignment rack about 45 mins. Oct 15 10:30 picked up car Oct 18 it went out again . I called they were willing to allow my husband to do all the work since I can't trust them, I asked for a full refund and she saidNO

• Initial Complaint

  Date:05/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Was having issues with my car came to Repair shop explained what was going on and how the last place said it might be something but wasn’t sure. Because the car wasn’t having those issues at time. Told them what was going on they informed they would Look at it and I like the other place I wouldn’t have to pay for something if it didn’t fix the issue. I was told It would Take a couple hours returned car wasn’t done returned later they said it was testing bad. They were replacing it car stayed over night went next day waited they were still working returned later to find out they don’t know what’s wrong and wants to charge me for work done. I now have to get car towed to dealership where as it was driving and better before coming to this shop

  Business Response

  Date: 05/23/2022

  spoke with customer and issue is being resolved. 

  Customer Answer

  Date: 05/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  The business agreed to write a check in the amount of 400

  
  *** ********