ComplaintsforDrive Automotive Services, Inc.

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to this business when I was having a lot of car problems and heard about ***** car care plus it was the nearest spot I could take my car to. Basically they fixed my car but every time I got it back from them a day later my engine light would come on. So it got to a point they told me to go to *** ********** so they can remove the codes, but when I got to *** they told me thats not their problem thats for them to fix because I guess they kept giving the wrong radiator. When I went back to ***** they swore they fixed my ******* was good till my car was having problems again. So I took their advice and I went to *** to see what the real problem was and basically they told me everything they did on my car was all misplaced with the wrong parts and everything need to be replaced, the funny thing is *** only changed me **** for the fixed when the other company charged me way more by like **** more. When I told them everything they did was wrong they tried to pull the you went somewhere else and wasnt trying to either give me my refund or cancel the payments cause I wouldve been cool the other way, but instead they are still trying to take money out of my bank and is ruining my credit score, in my honest opinion I dont even think he called to see if I could get my refund because after he told me he was I never got a call back or anything from that place. And also when you look at the reviews online they all are poor reviews. What I uploaded on the imagine are all the problems that was wrong when I took my car to *** to see what the REAL problem was.

  

  Business response

  01/03/2024

  Hello,

  Please see attached BBB response and invoices.

  Thank you. 

  Customer response

  01/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

  Customer response

  01/03/2024

  I took the car back after they fixed it about 7 times before they were talking about charging for the work they didnt get done. This caused me to miss work at the ***************** made everything stressful and tried to tell me I should be still okay driving w the engine light on just wait for it to go off or delete the code. When really everything needed to be fixed again.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2023, I had contacted Kerrys ******** because my car broke down, they said they would have my car towed into them and take a look at it.A few hours later, the business called me back and told me the issue was with the wiring harness going to the electronic fuel pump located in the gas tank. They also told me they would need to order the part. I agreed to the repair. Almost a week later the car was fixed and I went to Kerrys ******** to pick up the vehicle and paid them $772.25 for the repairs and towing costs.About a month later, my car stalled out again and assumed I would need a new fuel pump, I opened up the fuel pump area of the car to replace the fuel pump and noticed the wiring harness the shop replaced had a wire that wasnt connected, I took the car back to the shop, told them about the fuel pump and the wire as well, they said they would check it out. A couple of days later they told me the car was fixed. Went again and picked up the car, this time there was an issue with the door handle being broken on my driver side door, went back inside immediately and talked to the manager of the shop, they agreed to fix it at no cost to me but would have to order the part. I agreed and questioned them about the wiring harness they originally replaced, the manager advised there wasnt any issues with it.Over the summer, I had the same stalling out issue occur again with my car. Kept taking the car to mechanic after mechanic and no one could figure out the issue, I recently took the car to another repair shop and they advised me it had to do with the wiring harness going to the fuel pump. The wire which had never been connected to the fuel pump by Kerrys ******** was the issue with the car the entire time. Kerrys was contacted and still no resolution has been made by them. In fact, I dont get any phone calls back from them or their corporate offices.

  

  Business response

  01/02/2024

  Hello, Please see attached BBB response and invoices. Thank you! 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dealt with Kerrys ******** for months concerning a faulty gas gauge. They kept taking my money, but never fixed the problem. I finally had it and filed a complaint with the small claims court. The court ruled in my favor. Since I hadnt received my money from Kerrys I called the court. Coincidentally Kerrys had called the court shortly before I did. The lied to the court claiming they had tried to get ahold of my. The have my phone number, email address and the change of address I hand delivered to them. They are, my their actions, refusing to pay me the amount I was granted by the court. On top of the $3104.38 they now owe me interest.

  

  Business response

  12/05/2023

  Hello,

  Please see attached BBB response. Thank you!

  Customer response

  12/05/2023

  They havent been the most trustworthy.  Can I wait until I actually receive the check to accept their response?

  

  Business response

  12/07/2023

  Hello,

  Please see attached BBB response. Thank you!

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was disrespected, humiliated victimized by an employee. He's bald, white and wears glasses.

  

  Business response

  11/27/2023

  Hello,

  Please see attached BBB response.

  Thank you. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am requesting a refund of $305.36. Kerry's Car Care, **** incorrectly installed a serpentine belt. I had the serpentine belt replaced only a couple thousand miles later by a ****** dealer, per their independent inspection. Per Kerry's Car Care, **** warranty policy, they offer 5 years and a 50,000-mile warranty.

  

  Business response

  11/15/2023

  Hello,

  Please see attached BBB response and invoice.

  Thank you.

  Customer response

  11/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would give zero stars if it was possible. I dropped my vehicle on 10/11/2023 which is a **** For explorer with ****************** **** and I they guarantee Kerry's car care will get my vehicle to pass emission's. While my vehicle has been in Kerry's car care, I was told I would receive update calls on any repairs needed or emission testing which never took place. I had to call Kerry's car care every time just to get the run around. So now I pick up my vehicle on 10/31/2023 with my emission even higher then when I brought my vehicle in, Also I was over charged for parts like $61.71 for a gas cap,$99.95 for a ignition lock cylinder, $89.96 for a ignition switch which was not hooked up properly, which I was told it was gonna be done so I didn't have to use the push button start anymore. I was also charged $77.75 for spark plug wire set and $95.70 for six spark plugs Granted THIS IS A **** **** EXPLORER. So $1,783.73 later I have a over priced repair that wasn't even done properly to pass emissions that I WAS TOLD IT WAS GUARNTEED TOO!!!!!!!!!!!!!!!!!!!

  

  Business response

  11/07/2023

  Hello,

  Please see attached BBB response, invoice and communication log.

  Thank you. 

• Initial Complaint

  10/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an engine light come on. My husband took the car to Service Street in ********. They had the car longer than expected so we called. When we called they said they would be done soon and they would call us to pick up. When we arrived to pick up we saw we had been charged almost ****** for an engine flush. We really put our trust in them even though we researched and found an engine flush is a 15 minute process and the bulk of the charge was for labor. We went to my car and the engine light was on still, The front desk clerk, ****, I believe, said he would have them pull it back. They came back with my car 10 minutes later and said it may take a bit for the light to cycle off. He told me to drive it on a highway and it would happen faster. I got in and we took off. I smelled oil. My husband said maybe the repairman smelled like oil and got in on my seat. We drove about half an hour away to dinner. Still smelling oil. Then we stopped to eat. My husband opened the hood and the oil cap was not on! That explained the smell. We called immediately and they said they were sorry and they lost the cap. We had to buy a new one. We were VERY lucky our engine didn't break right then and even more blessed that our car didn't catch fire! My husband submitted a request for a refund months ag. We spoke with corporate too. They said they would get back to us. It is now almost November and this occurred in August. they haven't so much as sent an email, much less addressed the danger they put my husband and I in. The day it happened, they offered to let me come back, there is no way I would EVER trust them with my car again. Not only did they overcharge for labor, but they also did not fix the problem I paid for and caused more problems with my engine. Buyer beware. I would go elsewhere,

  

  Business response

  10/30/2023

  Hello,

  Please see attached BBB response and invoice.

  Thank you. 

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: July 21st 2023 August 3rd 2023 Amount Paid: Originally $5,800 (they did refund me $211.90 as of 9/11/2023) Now $5,588.10 Nature of Dispute: They claimed to have done work on my vehicle that was in fact not completed and they will not refund or answer me. I have called 4 times to their Customer ********************** Headquarters, leaving voicemails each time with no call back until threatening legal action. Since that one conversation the regional manager has not followed up or responded again. When we did speak he said that they have all the receipts for the parts so that should prove they did the work, but my vehicle still leaking in the same places, still stalling and having a new blown fuse when I got it back says otherwise. He said he would look into the security cameras in the shop and get back to me but never has. On top of that the Manager on site was aggressive and rude towards me, and told me that I am not allowed to speak with the mechanic who worked on my car which made me feel even less confident in the work they said they have done. Invoice #: 540-33732 Work listed on invoice:-Diagnostic -Engine intake manifold gasket -Engine valve cover gasket -Carburetor repair (My car is not carbureted)-Spark Plugs -Spark Plug Wire Set (Confirmed was replaced)-Distributor *********** (Confirmed was replaced)-Engine Mounts (2) Confirmed only one was done/ refunded $211.90 for other one not done -Ground Relocation -Antifreeze -Coolant Serivce -Engine coolant thermostat (Removed the thermostat and heat tested it, was stuck in closed position which shows it was not new)-Engine Coolant thermostat housing gasket *********** pan gasket -Oil Pan replaced -Fitech fuel pump -Labor ***** hours (Based off $179.87/hr)I have attached a full detailed account of this experience in the docs section because there are not enough characters here.

  

  Business response

  10/16/2023

  Hello,

  I've attached the BBB response and invoice. 

  Thank you. 

  Customer response

  10/16/2023

   
  Complaint: 20729410
  
  I am rejecting this response because my car is obviously not running fine as it continued to stall out multiple times after leaving the shop both after the first and second visit. If the person responding had taken the time to actually read my account of events then they would realize that I am questioning the integrity of the shop itself and how it deals with its customers, which is beyond poor. The behavior of the manager was absolutely unacceptable and should be accounted for but they brush past that each time I have tried to address it. Again they may have purchased parts that needed to go on my car but I do not believe they ever went onto my car and the time they say it took to do some installs is beyond unreasonable because I am an untrained mechanic and can properly install some of the items their mechanic either did or claimed to have done in far less time. An hour to replace a distributor rotor and cap? It should have been no more than a half hour. An hour to supposedly install a new fuel (injector) pump that is mounted with 4 bolts? The hoses on the fuel injector pump were not even snugged up on it (which is how I dropped it off and why I don't believe they even changed it out as they claimed to. It is insulting that they keep thinking that they can pull things over like this on their clients! ****************** that I will ever want to return to and would absolutely never trust so why would I trust going to one of their other locations to have their other mechanics try to toy with me as well. Their warranty means nothing if the work was never done in the first place.
  
  Sincerely,
  
  *************************

  

  Business response

  10/17/2023

  Hello,

  Please see attached BBB response.

  Thank you!

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 10th I dropped off my van to have the ** repaired, left the only key, and was told it would be ready the following day. I received a call from them before I went to pick it up and they said that the battery was dead the alternator was bad, but I knew this wasn't right because when I dropped off the van, the voltage was ****. Obviously what really happened was they forgot to disconnect my battery while working on the vehicle. I had little choice but to have them replace the alternator but I didn't dream that they would charge me $600 for an $80 part. The following day I went to pick up my vehicle and discovered that my stereo, speakers, generator, and other miscellaneous items had been stolen. I immediately called and asked where my stuff was and was told 3 other vehicles had also been broken into. They asked me for a list of the stolen items which I provided. They assured me that they would take care of everything, but after several weeks of repeatedly calling them and being told the manager wasn't in, it was obvious they were avoiding my calls. I made a trip down there and was told the same thing that the manager wasn't in. They still have never once called me back, and I have not been reimbursed a *****. To add insult to injury, I was so upset when I noticed my stuff had been stolen that I forgot to tell them that the ** wasn't even working still, after having paid them nearly $3,000 for the repair. I have made a police report for whatever good it did. I also requested and had to pay $5 for the police report they made which didn't even mention any other vehicles having been broken into. I expect them to reimburse me $4,000 for my property, refund the $600 I was charged for an alternator that was bad due to their negligence, the $3,000 for the ** repair that they did not fix, and $3,000 for the jobs I lost.

  

  Business response

  10/18/2023

  Hello,

  Please see attached BBB response and invoices. 

  Thank you, 

  Customer response

  10/18/2023

   
  Complaint: 20728668
  
  I am rejecting this response because:
  They are not accepting any responsibility for all the items that were stolen out of my van while they had the keys they lied about leaving my van ***** for 3 days that never happened they're not accepting any responsibility for the alternator that they fried they said they would take care of all the items stolen out of my van and now they're saying they're not responsible when the van was on their property and they had the only keys to it ***** was no broken windows or broken locks which means they either left it open or somebody that works ***** stole all my tools they're not offering to refund any of the money that I spent to not get my air conditioner fixed they dodged me on the phone for weeks and still have not contacted me to resolve anything I find it pretty sketchy that their police report did not state any cars were broken into when they told me that three other cars have been broken into including my van so now I'm not satisfied with the outcome

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

  

  Business response

  10/20/2023

  Hello,

  Please see attached BBB response and invoices.

  Thank you. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had taken my car in for servicing to ******* Auto Shop on Raintree for the first time on August 24 2023. My car broke down twice after visiting ******* and was left in worse condition, causing me to remove my car from their lot & transfer to ********** of ******* for appropriate fixing. While with VW of *******, they found faulty mechanical work upon arrival. I also have photo evidence. 1. My vehicle is a 2018 ********** Tiguan. This make and model has an extended warranty for its fuel injector harness. I was unaware of this - I moved from ******* to ********** in January of 2023. The warranty was officially extended by ********** in April 2023. Additionally, I purchased this car used, so the *** was under a separate owner. My first complaint against ******* is that they did not catch this warranty extension and / or notify me of the warranty extension. *****, a man who works at *******, confirmed that they have a system that searches for warranty's. This was either negligence or concealment. I could have had this vehicle fixed for free of charge from my local dealer had they informed me. 2. The dealer claims that there was fault stored from having the manifold taken off. The dealer has photo evidence. 3. Non OEM hardware clamps were used by ******* during the reinstallation of the intake manifold. 4. Vacuum lines were misrouted by ******* incorrectly causing a kink in one of them. 5. ******* used worm clamp style for the spring clamps, so the line had two clamps when it should have just been one. 6. Bolts that ******* used are not OEM style bolts that are standard and should have been used. ******* had more than one opportunity to fix the issues / find the warranty. My car was clearly unsafe to drive and the issue remained unresolved. I was billed $1,714.88 for my services with ******* autopark. My car not only was not fixed, but it was returned to me worse than it started. I requested a full reimbursement, but ******* has denied my request.

  

  Business response

  10/17/2023

  Hello, 

  Please see attached BBB response and invoices. Thank you. 

*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. ↩