Complaints

This profile includes complaints for Grimes Automotive Service, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Grimes Automotive Service, Inc.

  305 Ridge Ave S Tifton, GA 31794-4736

  
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  Grimes Automotive Service, Inc.

  PO Box 1244 Tifton, GA 31793-1244

  

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: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.

  I brought my 20** ******** **** to Grimes on April 30th, **** because my check engine light was on. A diagnostic was performed on my car, and I was told that their was an error code ***** because of the thermostat. The thermostat was replaced as well as the gasket. I paid $****** thinking that the issue was resolved. By Thursday, my check engine light was back on and my car was now shaking indicating it was misfiring. I returned to Grimes on Friday morning. Another diagnostic was performed and this time I was told by the mechanic that it had misfired at a .3 today and .1 on Tuesday. I was never told that the engine had misfired on Tuesday until I brought it back on Friday. As a result, he replaced * spark plugs and the ignition coil. I was told that the spark plugs were burned and damaged. I paid a $****** and was told I just "needed a tune up". On Saturday morning, my check engine light was back on! I was livid at this point because it appeared that they were only treated the symptoms of a much bigger problem and never informed me of what the BIGGER problem was. So, when they opened on Monday, May 6th, ****, I returned wanted answers! After about 3 hours, the owner, Mr. G***** told me it was my catalytic converter. I asked him why was I never informed about this issue. He stated that when an engine misfires he trains his mechanics to only treat the first code and that he can't control what goes wrong on these cars. My issue is that they were aware of the major issue the entire time and instead of informing me about the major issue that took my money and put a band-aid on it by treating the symptoms! This is unacceptable. I was never told that my car misfired on April 30th until I returned with the check engine light on yet again. I was also never told that other codes appeared on the diagnostic, until I returned the third time with my engine light still on! So, after spending $****** my check engine light is still on! If I were told on April 30th, **** that it was the catalytic converter, I could have parked my car and scheduled an appointment with the dealership to fix this issue. Instead, I continued to drive it thinking that the service they provided fixed the issued, when all they did was treat a symptom and allowed me to create more by continuing to drive it!

  Business Response

  Date: 05/07/2024

  To Whom It May Concern:
  ******* ****** brought her 20** ******** *** in on 4/30/**** complaining of a check engine light.  I have printed proof that there was only one code present in the vehicle at this time.  The code was ***** the description for this code is thermostat rationality (thermostat is dealing with the cooling system) we replaced the thermostat because it was hung open.  We drove the vehicle verified our repair, no check engine light and returned vehicle to customer.  Parts, labor and tax $******.  May 3rd ****- vehicle returns, complaining of check engine light, vehicle was scanned again, ***** which is cylinder 5 misfire and a ***** which is catalyst efficiency bank 1.  I have instructed my technicians to always address the first code that appears in a list because it is more likely the most prevalent cause of failure at that time and rightfully so the vehicle was misfiring on number 5 cylinder, we watched it on live scanner data.  We also kept her old spark plugs and might I add the vehicle has *** miles on it which means it is time for a tune up.  Now once we were finished with the tune up, the car was no longer running rough (i.e. not skipping) and the check engine light was out, we again test drove the car, verified our repair, and released the vehicle to the customer.   Now, you are probably wondering why we have not done anything with the *****.  Well, that simple, when an engine is misfiring it is dumping unburnt fuel into the catalytic converter which in turn can inadvertently set the ***** catalyst efficiency code.  So here at Grimes Auto Service we are not in the habit of ripping our customers off by telling them right off that they need a catalytic converter because of a ***** code which was associated with a skipping engine.  It is always best to allow your customer to pick the vehicle up and drive it because they will drive it more than a technician will and are more ap to cause the vehicle to run a catalyst efficiency test.  Unfortunately, we come to 5/6/**** customer comes back in complaining of check engine light might I add with an attitude so we scan it and it has a ***** code.   I begin trying to explain what causes this to customer over the phone and all she wanted to do was interrupt me, complain about the check engine lights before and how we knew about this problem and failed to tell her about it.  Well, the batteries in my crystal ball died a long time ago.  I have no control over when a vehicle decides to turn on check engine lights for different failures.  This is clearly one of those times where this person had 3 different issues.  Our goal here at Grimes Auto Service is to fix customers cars competently and fairly.  Also, I did not tell ******* for sure today that the car needed converters, I said it “may” need them, but she sent her boyfriend up here to sit and wait and there is no way we can do all the testing that needs to be done while someone waits in our office.  They need to be able to leave the vehicle with us.  Frankly, in conclusion, ******* wants something for nothing and she refuses to hush long enough and listen and try to comprehend what a 30-year trained professional is trying to tell her. Grimes Auto Service has been in business since 1982 and we bent over backwards to make sure that we do not take advantage of our customers.  We are extremely fair and when someone comes on the social media / online and threatens our honest reputation it just feels like someone is twisting the knife in our back.  furthermore, I would like to add that my service advisor bent over backwards trying to take care of these people getting them in and out of the shop and putting them ahead of the 40+ other vehicles that were here prior.  We were also shorthanded on Friday and still managed to put them ahead of others and try to get them fixed up and now ******* has the audacity to ask for a refund when we clearly repaired two of three legitimate problems with the vehicle.  The third problem I remind you is the ***** catalyst efficiency code which has not been thoroughly diagnosed. Also, we did not charge them anything today and we spend 2+ hours.  I don’t see where my companies’ professional practices could be judged by someone who knows nothing in the automotive industry.  

  Customer Answer

  Date: 05/07/2024

  I am rejecting this response because: In reference to "my attitude" as described in your rebuttal, it's crucial to maintain professionalism by concentrating solely on the service provided, eschewing subjective opinions concerning individuals involved. This approach ensures an objective and respectful discourse, pertinent to addressing the issue at hand. As we continue discourse, let's move forward by focusing on the matter at hand. Given your three decades of business ownership experience, I presume you possess familiarity with the The Georgia Consumer Act. The Georgia Consumer Act stipulates that suppliers are obligated to inform consumers of or draw their attention to any assumptions of risks inherent in an agreement. An agreement in this context refers to a contractual arrangement between a consumer and a supplier for the provision of goods or services in exchange for payment. Therefore, when I, the consumer, paid for a service, it constitutes an agreement under the purview of the Georgia Consumer Act. So, because your mechanic was aware of an issue with my vehicle but failed to inform me, the customer, about it, it is considered a violation of the clause outlined in the Georgia Consumer Act. This clause requires suppliers to disclose any assumptions of risks to consumers, which includes informing them of any known issues that could affect the product or service they are purchasing. By withholding information about a known issue with my vehicle, your mechanic failed to fulfill his obligation to inform the customer, thereby potentially violating the consumer protection provisions of the Georgia Consumer Act. There were two separate incidents where information was not fully disclosed, preventing me from making informed decisions regarding the repair of my vehicle. The car experienced a misfire on April 30th, ****; however, I was only informed of this issue upon returning with the same problem on Friday. By withholding this information, I was deprived of the opportunity to make an informed decision about the subsequent steps needed to repair the vehicle. Additionally, I was not informed of the ***** code on May 2, ****. If I had been informed of the ***** code on May 2, ****, I would have been able to make a more informed decision about the subsequent steps necessary to repair the vehicle. Unfortunately, despite incurring an additional expense of $******, the issue related to the ***** code was not resolved. Moreover, had the check engine light not reappeared the following day, I would have remained unaware of other issues that the mechanic at Grimes Auto Repair was aware of but did not disclose to me. Recently, I opted to have my vehicle serviced at the dealership, where they successfully resolved the issue causing the ***** code and other engine-related issues at a cost of only $******. Had I been informed of the code earlier, I could have saved $******. Due to your failure to disclose crucial information, I am formally requesting a refund of all service fees. I am willing to cover the costs of the parts used. Should the refund be processed, I am prepared to remove all the reviews I have posted on various media outlets. However, please be aware that I do not intend to return as a customer in the future.

  Business Response

  Date: 05/10/2024

  Per our previous statement there was no misfire present when the car came in on 04.30.24.  You and your boyfriend were notified of the possible false reading of code ***** on 05.03.****.
  On 05.06.**** the diagnostic cost labor (estimate of $245.00) was waved. Parts and labor were needed to fix known issues with your car and a refund is not justified.
  Grimes Auto Service has been in business for 42 years in our small hometown.  We have not been in business this long by taking advantage of our customers.  

  Customer Answer

  Date: 05/13/2024

  I am rejecting this response because: The receipts prove that I was not informed of the ***** code on any day prior to 5/6/****. I will continue by reporting your negligence to the ******* ******** ********* ******** ******** ********** ********. 
  
  Sincerely,
  
  ******* ******