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:01/14/2025

  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.

  Hi *******, re #******** I Emailed ***** (see attached) last week but have not had a response.  Unfortunately the phone number in her BBB posting signature is missing a digit, so unless she responds to my Email I'm at the end of my rope :(
  
  It could be that a voucher is in snail mail, but I haven't seen it yet.
  

  
  

  e tank. He said I would have to go through emissions testing ******** would be an improvement if you could train your staff to provide correct instructions to clients and empower your station managers to make corrections to flawed test results when they result from essentially miscommunications or human error. In this case it would have taken the manager mere minutes to confirm my assertions with his staff at the other end of the garage. This would have saved me $25 _and_ another hour long wait in line.

  Business Response

  Date: 01/14/2025

  We are very sorry to hear this. Clearly our inspector gave you incorrect information. We apologize the inconvenience and the long for the manager's unwillingness to help. I am a little unclear, however, as to whether you were able to get a new inspection or not. If not, we can send you a voucher for a free inspection, and I can help get you through the process more quickly. If you did go ahead and retest, we will be happy to refund your test fee. If you would please contact me, either by phone or email, I will happily get this started. I will add my contacts at the end. 

  We appreciate your patience and calmness in spite of this situation being no fault of yours.

  I look forward to hearing from you.

  ***** *****
  30345-7025
  ********************************************************** 

  Business Response

  Date: 02/21/2025

  Mr. *******,

  I must apologize. I was about to respond to let you know that I had not heard from you but then read your latest response and realized I had inadvertently omitted a digit from my phone number. I am so sorry for this error. Please send me your mailing address and I will get a voucher in the mail right away. Or you may call me at ************. My email address is ************************************************************ 

  Thank you for your patience!

  ***** *****
  Air Care Colorado

• Initial Complaint

  Date:05/06/2024

  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.

   
  Complaint: 21675764
  
  I am rejecting this response because:
    Your test today is drastically different than the last test, nor did my vehicle fail for smoke that is a lie on your part. There were no repairs done in between, yet there is a drastic difference between today's test and last weeks, now your just lying to make things harder for me there is nothing left to repair there is no check engine light on and I have proof your test equipment gives out drastically different results on the same exact vehicle and gas.
  Sincerely,
  
  *************************

  Business Response

  Date: 05/16/2024

  ******************,

  We are sorry that your vehicle failed its emissions inspection. However, Air Care Colorado did not incorrectly, or as you assert, "fake" fail your vehicle. You were not prevented from watching the inspection. You were unable to watch because you had an animal with you, and we require that pets wait outside of the waiting booth. Video footage of the test you claim was "faked," showed visible smoke when your vehicle was moved from position one to position two of the testing process. Visible smoke is a failure for any vehicle. ******** staff has been in contact with you over the past week and offered to retest your vehicle at no cost to allow you to watch. That test took place today, Thursday, May 16, but your vehicle again failed. Unfortunately, our inspectors are not mechanics and cannot give advice or tell motorists why vehicles fail. There is, however, a system in place to allow you to get a free diagnostic evaluation at a Colorado State *************************** Technicians at the Centers are experts in emissions related problems who can help you and your repair technicians understand why your vehicle is failing and what can be done to repair the vehicle so that it will pass inspection. You were given this information today at the end of the inspection. Please contact the *************************** ************, for an appointment.

  ******************, ******** staff have done what we can to help get your vehicle tested. If we are able to offer further assistance after your vehicle has been repaired, please feel free to contact me at the number listed below. 

  Regards,
  *********************
  Air Care Colorado
  ************

• Initial Complaint

  Date:03/05/2024

  Type:Sales and Advertising 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 arrived at ******** ** in ****** (******************************************************) at approx 8:50am on March 5th. I was checked into the facility by someone who recorded the mileage on the vehicle (which required him to look into my car at my vehicle's dashboard) as well as the year and make of the car. After waiting an hour and a half, I got to the front of the line where I was informed that because my check pressure tire light was on, staff could not perform the test. The manager told me that I was "not the only one" this happened to and that I needed to reach out to company management to complain and request that they update their website and signage with info abt what is required for technicians to run the test. The main headquarters only has an address and phone number listed and no one appears to answer the phone. It's a simple ****************** to list accurate information on the website and on signage out front abt what is required to run the test and/or when the original technician checked me in (and looked at the dashboard where the pressure tire light was clearly on) to provide that info. The manager told me they "don't have time to check the tire pressure light", however, they had time to look at the dashboard and get my mileage. The tire pressure light is literally right above the odometer. ******** has a monopoly in ** and bc of that is not incentivized to be responsive to customers. I am asking that ******** update both their website and signage with clear instructions about the conditions that need to be met in order for a test to be run so people don't waste multiple hours of their day only to be told that a test cannot be run. I would have totally understood if someone had told me the beginning of the process that I needed to put air in my tires and come back. It also seems like not being upfront about what needs to be met puts undue burden on employees when understandably upset people are told they have to come back after waiting for more than an hour.

  Business Response

  Date: 03/29/2024

  Good afternoon,

  We apologize for the delayed response.

  We were sorry to hear about your experience at our Aurora location. We can certainly understand how this incident was frustrating for you. We have addressed this with station personnel who will try to be more aware in the future. Often times the inspector recording mileage is ******* and, as you experienced, did not pay enough attention. We appreciate your comments as they have provided a good learning tool for our training team.
  
  We also appreciate your suggestions of website and signage updating. The information is, and has been, on our website on the "How it Works" page under the "Inspection Process" heading under "1. Safe to Check." It states:

  In Colorado, state regulation does not require safety inspections (tire pressure, headlights, etc.). However, your vehicle will be subject to a brief visual check to ensure that it does not have any visible conditions that would make it unsafe to evaluate. Inspectors will look for obvious fluid leaks, worn tires, etc. If your vehicle is rejected for further evaluation for safety or other reasons, you will be given an 'Unable to Test' form stating what condition(s) must be corrected before an inspection can be performed.

  We will look into adding the information more prominently in other areas.

  Again, we are sorry for the less than pleasant experience, and we do hope your next visit is more pleasant.

  Regards,

  *********************
  Customer Service Department 
  ********************
  ************

• Initial Complaint

  Date:01/15/2024

  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.

   
  Complaint: 21147852
  
  I am rejecting this response because: The business has advised the consumer to attempt the same emissions test at another vehicle inspection station with the same computer diagnostic system (with the same printouts) available at other locations for an additional $25.  ******* has told me: "It is not illegal for members of the Preponderance of the Aryan ******* to be employed.  It is to the discretion of the employer."  I have spoken with the ************* as well who have told me that there are bad people in everything we do.  They are everywhere! The Preponderance of the Aryan ******* is a network who collude via text email and social media.  They can manipulate anything or anyone they want to for any reason at any time..  The consumer is not at fault for that.  It is not illegal for members of the Aryan ******* to be employed in the government either.  They are everywhere.
  
  Sincerely,
  
  *********** ******of carbon monoxide. (Computer generated documentation is not always right.) I called and spoke to a supervisor with Air Care Colorado after I had failed this test expressing mistrust with the facility. The supervisor was either unable or unwilling to acknowledge a problem or investigate the legitimacy of the test. The supervisor advised going to other Air Care Colorado facilities within 10 days for a second test (after I had already paid $25 for one test ). The next day my bank called to confirm a debit card transaction on my debit card which I had not made. I am suspicious that employees at the Air Care Colorado facility had used my debit card number for a fraud purchase since they were aware that a supervisor with Air Care Colorado would not investigate any wrong doing at their facilities either with the equipment or employees on duty. I feel anger, betrayed and mistrust (scammed) as a consumer in Colorado that these so called emissions testing facilities are not accountable to anyone other than the Preponderance of the Aryan ******* Network.

  Business Response

  Date: 02/06/2024

   

  The following message was sent to the consumer, BBB was copied.

  Dear ****************,
  
  
  This email is in response to the complaint that you filed with the Better Business Bureau (BBB) regarding your vehicle emissions inspection. You and I spoke at length about your inspection in early January, prior to your filing with the BBB. At that time, you proposed, with no evidence other than your apparent mistrust of the government, that you had been given a false/inaccurate emissions inspection failure. As I explained, emissions inspectors conduct the test that is required by the vehicle make and model; in this case your **** ****** Impreza which required a dynamometer drive test. The drive test is a road simulation guided by computer parameters that the inspector must closely follow. If the parameters are not followed, the test will be stopped and restarted to ensure accuracy. ****************, you said you did not trust the test results due to your suspicion that one or more of our inspectors could be part of an alleged racist network. Your claim was due to markings you said you saw on an employee's calf. As "suspicions and theories" do not point to technology failures, I said that we could not offer a refund for your test fee, but that you could, however, have a retest done for free within 10 calendar days of the original inspection. ****************, you then claimed that due to your suspicions, you mistrusted that particular station. I then suggested you visit one of our other 17 locations and told you that if there was a discrepancy you could call back and we would then begin an investigation. I did not hear back from you. Your credit card was charged for a service - the emissions inspection - and unless there is valid evidence of a problem with our equipment of personnel, we do not offer free inspections. We do hope that you were able to get a passing inspection. If you have any further questions or concerns please feel free to contact me again.
  
  
  Regards, 
  
  
  *********************
  PR & Communications Manager
  Air Care Colorado

• Initial Complaint

  Date:08/11/2023

  Type:Customer Service 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.

   
  Complaint: 20458821
  
  I am rejecting this response because: I actually appreciate the response but I have called you back 5 times and every time I do, I have to go through the voice mail system, put in the first three letters of your name, then it says your name to confirm I am at the right person, then it rings to you, then it goes back to asking me to enter the letters of the name again. I simply cannot get through that system to you.  I last tried to call you on Tuesday October 3rd at approximately 10:30 a.m.  

  When I said wrapped in plastic I simply meant that the scooter has plastic trim parts on it but my real struggle, aside from terrible rudeness, was that I have the title in hand, clean, from MN, and it lists the *** on it, and the scooter was properly titled and insured and registered, but since I bought it from a dealer, I have no idea where the *** is nor do I feel like that is on me to know?  I mean, I just drive it, I don't do maintenance and I am not some scooter *** expert.  I felt frustrated because I tried really hard ot have everything in terms of paperwork ready.  

  Thanks for your help, ****

  
  Sincerely,
  
  ***********************

  mail, that calls are not taken and I had to do everything online. If that is the case, why tell me to call? We all get poor service on occasion but this is a government contractor and this is unacceptable. Being in public service myself, we would not have our positions if we treated people like this. I would like a call and to understand how this situation came to be and why this is allowed. Thanks, ****

  Business Response

  Date: 10/05/2023

  Good afternoon ******************,
  
  
  I am writing in response to the complaint that you filed with the Better Business Bureau. I apologize for the email response, but I have been unable to reach you at the number provided. I had hoped to ask a few additional questions about the incident you described.
  
  
  We were surprised and disheartened to hear about your experience at our ******************* station. Generally, the feedback from this station is very positive, often highlighting inspector helpfulness. We are truly sorry that this was not what you experienced. When you say the scooter was covered in plastic, does that mean it was under a tarp? Or was it 'wrapped' in plastic? I ask only to understand if our inspector would have been able to see the *** number; the inspector must physically see the number/plate. This certainly is not a reason, however, for rude behavior. Please know that we expect our inspectors to be respectful and polite. This incident has been discussed with the inspector and it has been made clear that the response you described was inappropriate and not at all in line with the customer service we expect from all of our employees. As for the recording for the Colorado Highway Patrol, we were unaware that they were not accepting calls. You may, if you choose, visit any ******************* to inquire about getting a *** verification. You are also welcome to return to any of our 18 Air Care Colorado locations. If you choose to do so, please contact me by email or at ************ and I will waive the fee. The only reason we may not be able to complete a verification would be if there is no visible *** on the vehicle or if it was imported from outside of the US. If the latter is the case, you will have to visit the Highway Patrol for the verification. 
  
  
  Again, we apologize for the inconvenience and unpleasant encounter, and we do hope that future visits are more pleasant.
  
  
  Regards,
  *********************
  Air Care Colorado
  ************
  ************
  
  

• Initial Complaint

  Date:06/24/2023

  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 went in to get tested on 6/8/23. They failed me for a gas cap. But my check engine light was fine. I have the paperwork to prove they passed the check engine light. On 6/23/23 I went to get tested again with a new cap and it passed but the gentleman manually failed my check engine light even though I shown him paperwork that it passed last time. I feel like he seen my military tattoos and unfortunately this kind of industry (environmental) attracts anti military people. I was 100% discriminated against due to my military background as he failed my emissions test for a check engine light even though it cleared with another technician 2 weeks prior. He manually failed it on his side.

  Business Response

  Date: 07/07/2023

  Good afternoon,

  We are sorry that you feel you may have been discriminated against due to your appearance. Please know that discrimination of any kind is not tolerated at Air Care Colorado.

  After investigating, we can tell you that your vehicle was failed due to an emissions related problem. During the first test on June 6, your vehicle failed for 'Gas Cap Integrity' which basically means that the gas cap was not holding pressure and was leaking. (Leaking gasoline is a major contributor to ground-level ozone, a very harmful pollutant.) The inspection report indicated that your vehicle showed an ******** Diagnostic (***) trouble code, 'P2181, Cooling System Performance'.' On June 6, the vehicle did not fail for the *** code possibly because the standard for failure had not yet been met. During the second test on June 23, the vehicle passed for the new gas cap, but this time failed for the *** code, P2181, that was first recorded on the June 3 report. The earlier test indicated that the cooling system was starting to have a problem. The second test confirmed that there is in fact a problem with the cooling system that needs to be addressed. The emissions inspector has no control over the vehicle computer system or test results. Therefore, Air Care Colorado does not believe that there was an error with the failure, or that there was discrimination on the part of the inspector.

  If you have any questions, please feel free to contact me at ************ or ****************************************

  Regards,

  *********************
  Air Care Colorado
  ************