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Northern Colorado and Wyoming
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Description

This business has been locally owned and operated for 13 years and offers full service car repair.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Meineke 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 Meineke include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

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

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Meineke
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: October 19, 2010 Business started: 11/15/1999 Business started locally: 11/15/1999 Business incorporated: 09/21/1999 in CO
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Occupational/Industry License Database Colorado
1560 Broadway Ste 1350, Denver CO 80202
http://www.colorado.gov/oed/industry-license/

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. David Napier, Owner
Contact Information
Principal: Mr. David Napier, Owner
Business Category

Auto Repair & Service Foreign Car Service Stations Brake Shops Engine Repair Rebuilding Companies Muffler and Exhaust System Suppliers Tire Repair Shops Wheel Alignment, Frame & Axle Service - Auto Auto Services Battery Supply Companies Clutch Suppliers Shock Absorber Suppliers Tire Dealers Car Air Conditioning Suppliers Car Alternator and Generator Repair Stations Auto Electricians

Alternate Business Names
Undercar Specialists LLC
Products & Services

car repair, auto repair, brakes, full service, diesel, exhaust, shocks, front end, alignments, oil changes, CV axles, electrical, batteries, AC service, domestic, foreign, tires, clutches, tuneups, timing belts, water pumps, radiators, cooling service, muffler,

Industry Tips
Auto Repair & Service

Additional Locations

  • 4263 South Mason St

    Fort Collins, CO 80525 (970) 377-4236

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  • Guarantee or Warranty

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Complaint Detail(s)

3/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 28th, I brought my Honda Accord into Meineke to have the alignment adjusted. After the technician had looked at my car, I was told that I would have to replace the control arm and steering knuckle. As they did not have in-house access to one of the parts, I was told he would have to call around to find it. Because of this, he was unsure of the total price but that it would be "around $700 or so", at no point did he give me an exact figure let alone a written estimate of such. I was informed that this could take a couple days and that he would call me when/if the pricing would change. He also explained that there may be more work to do, but could not judge the full extent until after they removed some of the pieces. I was told that it would be best to leave the car there because they felt it unsafe to drive. I saw no reason to risk doing anymore damage to my vehicle. On Thursday, I received a call from the manager/owner stating that the initial repairs had been completed totaling $757. He also stated that further repairs would be necessary and approximately $500, bringing my total cost to $1200. For 2 hours, I explained to him that I had not given any authorization to do that work and had I known that the total costs would exceed $1000 I would have taken the vehicle to another shop. Not only to get a second opinion, but also to have a portion of the price covered by my insurance company. When pressed, I was told that it was their policy not to provide a written estimate so as to "save paper". He continually touted the fact that he had run the store for 15 years and never had an issue like this. Yet, the Motor Vehicle Repair Act of Colorado explicitly states that a tangible estimate must be presented and signed to give consent to any such repairs. When I asked for the number to Meineke's HQ, he simply gave me the number to an automated message service that helps locate a local Meineke shop. Suffice it to say, I felt utterly disrespected throughout my dealings with this man.

Desired Settlement: I am unsure of how to resolve this situation considering the complete disregard for myself and the legal restrictions his place of business must abide by. Whether a refund of services or reinstallation of my original parts is the proper solution, I question whether either will resolve the issue fully. Considering his actions in the matter, I struggle with the belief that any of the work that was completed or suggested in addition to can be trusted. I hope to hear back about this matter soon.

Business Response:  On January 28th the customer brought his 2004 Honda Accord into our repair facility after he drove it into a curb, causing major damage to the right front suspension.  He told me he was referred to our repair facility by numerous people. Upon his arrival my staff provided a free inspection of his vehicle. The technician's visual inspection of the vehicle revealed a bent lower control arm and steering knuckle on the right front of the vehicle. My Assistant Manager explained the visual findings to this man as well as the possibility of additional damage currently not visible. He also explained to the customer that we would have to replace the visibly bent parts first, then hook the vehicle up to our alignment machine to check for any other problems caused by the damage. Because the steering knuckle that needed to be replaced is a very expensive part, my Assistant Manager (A.M.) offered to call around to try and find a good used one to save the customer some money.  The customer accepted the offer and my A.M. was able to find a good, used steering knuckle while the customer waited in the front office. At that time my A.M. provided the customer with an exact estimate of $757.71 for replacing the lower control arm and steering knuckle, the alignment, and that it would take two days to complete. The customer then verbally agreed to the repairs by saying, "OK, it has to be done". The A.M. told him that he would call him if he could get it done sooner or if it needed any other parts.        The customer states that we told him it would take a couple days for a estimate, however the fact is it only took thirty minutes for the estimate. There is no absolutely no reason a estimate would take two days. The only reason he left his vehicle at our facility for two days was to have the lower control arm and steering knuckle replaced.  Once we replaced the parts, we hooked up the vehicle to the alignment machine and verified that it needed more work in order to align the vehicle. Before doing any additional work I called him and told him exactly what additional work that it needed and the additional $415.09 cost to finish the repairs. He told me to not do the additional work yet and he would call be back. He did call me back, and at that time he told me that he never authorized the initial work.         The customer states that we spoke for two hours, the fact is we spoke for only twenty-five minutes on the phone and another fifteen minutes when he picked up the vehicle. I assured him that we have never done any repair work on a vehicle without authorization first.  Our standard operating policy is to receive authorization before doing any work on a customer’s vehicle.  If we did not operate our business that way we would never have people referring friends and family to us, nor would we have stayed in business for the last fifteen years.          The customer also states that I told him it is our policy to not give written estimates.   The fact is, I told him we do not print an estimate on every vehicle, but will gladly do so upon request. We work on over three thousand vehicles a year and only about five percent of customers want a written estimate. So yes, that would be a lot of wasted paper.           I understand that this person is upset that he crashed his car and it is expensive to fix it, but this is not the way to go about it.            Settlement:          I have already asked him what I can do to make him satisfied, to which he told me nothing. I am unsure of what I can do at this time. As far as a refund, I don't feel that is fair because we only did what we were asked to do. As far as putting back on his old parts, considering his allegations and actions toward us, I feel I would need a lawyer present and to video record the verbal agreement before working on his vehicle again. I am willing to hear any suggestions to make this person satisfied.

Consumer Response: Complaint: *******

I am rejecting this response because:

Colorado Motor Vehicle Repair Act (MVRA)A Plain English Guide to C.R.S. 42-9-101
Amended effective May 21, 1997
A Service of ASA-Colorado

WRITTEN CONSENT AND ESTIMATE 

NO repairs can be made to a vehicle without the written consent of the owner which includes an estimate of repairs. 

The estimate MUST include:
total cost of repairs (excluding sales tax and towing charges)
completion date
whether customer wants replaced parts returned
cost of reassembly (if the customer chooses not to have the work done) and replacement of parts destroyed in disassembly
Exceptions: Consent for repair MUST be written unless:customer signs a waiver of right to an estimate
estimate is after disassembly necessary to determine problem
estimate is for additional charges
vehicle is towed in or left before or after business hours, in which case NO MORE THAN $100 WORTH OF PARTS AND LABOR COMBINED IS ALLOWED without owner consent.
To give up the right to an estimate, the customer MUST sign a statement printed in BOLD type: "I DO NOT WISH TO RECEIVE ANY ESTIMATE, EITHER WRITTEN OR ORAL, TO WHICH I AM ENTITLED BY LAW. BEFORE REPAIRS ARE AUTHORIZED." Authorization for repairs must be gotten, nonetheless. 

If consent is not given at the onset of a business transaction, the motor vehicle repair facility must ORALLY communicate the estimate to the customer, which must then be recorded IN WRITING in specific detail on the invoice and/or repair order. 

Specific information to be recorded on the estimate includes:DateTime of callPhone number calledManner of consentPerson's name giving consentEmployee's name who takes consent

Source: http://www.colorado.aaa.com/automotive/right_to_repair.asp

Regardless of the owner's attempts to question the credibility of my complaint and his assertion of events that he himself did not witness firsthand, the matter still comes down to the fact that at no point did I give written consent for the repairs on my vehicle.  As much as he would like this to come down to a simple case of semantics or misunderstandings, the law (clearly stated in the passage I have provided above) leaves little room for argument.  As he repeatedly noted in our conversation, there was no recording of the interaction between myself and his employee, yet whether this is his store's policy or not is irrelevant as it goes against the clearly stated letter of the law.

I would also like to make it clear that at no point did he attempt to resolve this situation with the slightest bit of respect as evidenced by providing me with the incorrect number for the Meineke Headquarters.

Again, I want to stress the fact that I did not simply leave my vehicle there to have the repairs completed but rather because the technician (AM or otherwise) informed me that the car was unsafe to drive.  Had this not been the case, there would have been no reason for him to ask if I wanted to take the car with me. Furthermore, I maintain that the reason it was left was because the technician claimed that he was still looking for the part and promised to call me when he had a more definitive price.

Regards,

******* ******

Business Response:        All I have done is state the facts. No, I was not a witness first hand, but my assistant manager (A.M.) as well as one of my technicians are first hand witnesses. I do find it odd that this customer is no longer stating that he did not give verbal consent, he is only now stating that he didn't give written consent.      
       He also states that at no point did I try to resolve this situation, which is false. I (the owner) talked to him face to face right out front of my office and asked him what I can do to make him happy, to which he replied nothing.    
       Again the customer did leave his car at my facility to be worked on. As I said before, there is absolutely no reason a estimate would take two days. It took only thirty minutes for my A.M. to produce a exact estimate.  My A.M. told the customer it would take two days to get one of the parts and then asked him if he wanted to leave the vehicle while we got the part or bring it back when the part arrived.        
       Now, on to the law this customer keeps touting about, yes there is a law about written estimates that help protect the customer and the business. I have always done business on a hand shake (verbal agreement), but I guess after this I will have to change my ways so I won't have to go through some thing like this again. There is also law that states a verbal agreement is a binding contract. With all that said, let's stop the back forth and get to a resolution. Once again I would like to know what I can do to make this person happy? What does this person want? I am willing to refund my total profit on this job which is $105.00 in order to end this conflict. I hope this will be sufficient.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

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