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:09/14/2024

  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 drive a 1999 Toyota Corolla with a small gas leak at the top back of the tank, which only leaks when the tank is more than 2/3 full (not really dripping just soaking the gas tank a bit). I got quotes from several shops to see if it could be patched or if the whole tank needed replacing. After one shop quoted a full tank, fuel lines, filler neck and fuel pump replacement, I went to Steve's Auto Service on 9/11/24, where the quote was similar but slightly higher. I declined the repair, paid $60 for the diagnostic, and started to drive home. Shortly after leaving, I noticed my gas gauge dropping fast and saw gas trailing behind me. I ran out of gas and had to pull into a parking garage. I quite literally live 2 miles away and couldn't make it home resulting in me having to get a tow back to my house. It appeared that the fuel lines were leaking near the middle of the car. I called Steve’s Auto to inform them that they must have damaged the fuel lines during the inspection. They denied this, claiming the lines were already broken, which I explained wasn't possible as I wouldn’t have been able to drive to the shop if that were true. However, they continued to deny responsibility and were rude on the phone. I even contacted the first shop I took my car to two days prior and they confirmed with me that while they were rusty the fuel lines were completely intact and working fine. Furthermore, I drove a good amount between the first shop and steve's and I would have noticed if I was leaking an insane amount of fuel. I was also quoted roughly $660 pre tax for the replacement of just the fuel lines by a shop.

  

  Business Response

  Date: 10/11/2024

  re: ******* *****

  Mr ***** brought his 1999 Toyota for a fuel leak inspection. The vehicle was leaking fuel from the pressure line from the fuel tank to the engine. This, over time will get worse because the fuel pressure will push max pressure while driving, causing the fuel to come out at a high rate. Mr ***** fuel tank is leaking but not dripping. The fuel lines were quoted by another shop because that was the main cause of the leak. We were not willing to fix the lines and leave the tank leaking. The condition of the vehicle is one of a 25 year old ohio vehicle.

   

  SAS Auto

  3309403557

  Steve Haehner  president

  Customer Answer

  Date: 10/14/2024

   I am rejecting this response because:
  I apologize if I was not clear enough in my initial statement to Steve's Auto. The previous shop I took my car to said to me they only needed to quote the filler neck and fuel lines for replacement was because they were not able to drop and replace the gas tank (the only thing that was leaking) without also replacing those parts. Furthermore, if my fuel lines were leaking at the rate they were after taking my car to Steve's Auto then I wouldn't have even been able to drive the car to the shop in the first place or at anywhere at all(hence why I couldn't even make the 2 mile drive back to my home and had to the get the car towed). As stated on the phone when I initially called Steve's Auto trying to reach a resolution, I had called the previous shop again after my fuel lines were broken to double check that my fuel lines were not leaking when they inspected my car and they confirmed that was true. For clarification I took my car to the previous shop on 9/9 and to Steve's on 9/11. I am absolutely astounded at the lack of accountability. 
  

• Initial Complaint

  Date:02/28/2023

  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.

  Date of Transaction: 1/24/2023 We took our 2006 Toyota Sienna van to Steve's for a muffler and Oil change. We requested that the frame be checked since the Van is almost 16 years old. They went ahead and did the work, they said frame was fine. When I took the van to a Toyota dealer on 2/22/23 for a brake inspection, they found rust damage and a crack caused by rust in the front engine cradle frame that holds the suspension and engine. This is a safety issue as it was near breaking, which would have resulted in the wheel coming off, loss of steering, loss of control and physical harm. I called Steve's to bring this to their attention, Sent them pictures, talked with the service desk person *** on 2/24. He said the owner would call me, no call yet. I had to sell the car for scrape since the work to fix the engine cradle is over $4000 and the vehicle was not safe to drive. The work statement documents that we asked for the frame to be checked for durability, which it was not. Steve’s should have seen this rust damage and rust through. The repair work should not have been done without consulting us about the rust through damage on the frame. The rust damage and rust through was observed easily by two other certified *** mechanics, one at a Toyota Dealership and the other at a car buying inspection location. I am requesting a full refund. My feeling is that this place of business has a lack of respect for customer safety. It is their responsibility to insure that vehicles are safe. Seems making money is a higher priority than customer safety.

  

  Business Response

  Date: 03/22/2023

  [BBB transcription via phone]

   

  The vehicle was brought in for exhaust repair. They were told verbally the frame did have rust on it. The vehicle left and went to tire place. The issue was never brought up to the business or brought in for reinspection. In the repair notes at the time of inspection it was stated there are no physical holes. The business only received an email and pictures. In the pictures the business saw a weld on the sub frame where rust appears to have been scrapped off. There was nothing that previously indicated the vehicle was unsafe until after this was done. If the issues were brought to the businesses attention it could have been looked at and possibly repaired. This is not an uncommon repair for the business. If it was determined there was an issue or crack at the time of repair, the business would have brought it to the consumers attention and would have recommended repair for safety and or referred out. The business is unable to determine if anyone else had worked on the vehicle after the repair and the consumer did not bring it in for reinspection. 

  Customer Answer

  Date: 03/29/2023

   I am rejecting this response because:
  
  The vehicle was inspected by both **** Toyota (attached report) and a certified mechanic from the company ***************. The certified mechanic did a full inspection with pictures, he supplied the picture I have submitted. Both businesses determined that the vehicle was unsafe to drive and that the rust through front engine cradle was beyond repair. Both estimated the cost for replacement to be over $4000, which was more than double the vehicle value after the repair. *******, which installed tires the day after the disputed work by Steve's, is reimbursing us for the full cost of the tires and wheels based on the picture provided. They determined that their service tech should have seen the rust through damage and advise us the customer not to proceed with new tires as the vehicle was unsafe to drive. They worked with us to understand the issue and have made the safety of the customer a priority. 3 business have determined that this vehicle had significant rust through damage and was not safe to drive. Steve's auto service should have seen the damage and how unsafe driving the vehicle was.