Complaints

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

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  Pro Automotive LLC

  199 Oxford Ave Dudley, MA 01571-5605

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  Pro Automotive LLC

  8 Englewood Street Webster, MA 01570

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  Pro Automotive LLC

  626 South Main Street Webster, MA 01570

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:01/02/2023

  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 to Pro-Automotive to have my vehicle repaired. The repair was to replace a timing belt and to change a head gasket which they indicated was leaking. The total cost of the repairs was just under $4,000. The initial repair was not successful and the head gasket was still leaking. The vehicle had to be towed back to the shop the day after the initial repair after it broke down. The shop attempted another repair which included another new head gasket. The shop once again certified the vehicle repaired. The head gasket again was still leaking. The vehicle was again towed back to the shop and they indicated that now the problem was a cracked engine block. This was never mentioned previously by the shop. They now indicate my vehicle needs a total engine rebuild and want an additional $6,000. I declined to have this work completed as they could not even confirm where the engine block was cracked and indicated they would be unable to tell me that unless I committed to the repairs. I am not sure the engine block is cracked or if the shop just doesn't want to honor the warranty promised on the head gasket repair.
  
  What I do know is I had spent $4,000 to have a minor head gasket leak repaired. Now I have a vehicle at a minimum with a major head gasket leak or a cracked engine block. If the block is cracked it is the shops responsibility because they repaired the vehicle incorrectly causing it to need to be towed the day after it was repaired. I want to stress again they never mentioned a cracked engine block on the two prior head gasket repairs. Some additional details follow: 11/25/22 was the date of the initial repair on my 2010 Subaru Forester, on 11/26/22 the vehicle broke down after the initial repair and needed to be towed, the repair costs total $3,916.80, the business committed to a head gasket repair with a 3 year 30,000 mile warranty. I have attached the initial work order and two photos of the leaking head gasket after it was repaired.

  Business Response

  Date: 01/10/2023

  Good afternoon, in response to complaint of our faulty repair let us first note that on the initial repair it was recommended that when replacing cylinder head gaskets, the cylinder heads should be either machined flat and true at a machine shop or cylinder heads should be replaced with remanufactured heads. Both of which were declined by the client on multiple occasions. After repairing the vehicle to client's satisfaction, we received a call that the car broke down (possibly overheating) and needed to be towed in. It was at this time that we noted the head gaskets leaking again and to be sympathetic to the client we not only did the job again but also replaced the cylinder heads with remanufactured ones at our cost, client did not pay anything for this repair. Again, it was recommended this be done from the beginning but declined by the customer. The car was then returned to the client and towed back in again (at our cost) for a complaint about smoking. Our technician verified the concern was not present, however, we did notice a small oil leak that could have been causing the complaint, so again to satisfy the client we repaired that leak at no cost to the client. At no point were we able to fully determine a smoking condition as the client is experiencing and the client was adamant it was coolant in the exhaust from a bad head gasket. We were able to determine through multiple tests that it was not the heads or head gasket which left the only possibility of a small crack in the engine block which could only be determined by replacing the block as all other components had either been replaced or verified good. We then had the client come back again to our other location for another technician to look at the vehicle to verify. We came up with the same results, however we also noted that 1 cylinder had excessive leak down into the crankcase slightly over spec. Not a condition that would result in client's complaint or something that would be caused by head gasket replacement.

  Business Response

  Date: 01/15/2023

  In response to the rejection, everything that was stated in
  our initial response is accurate and true. All our communication from the start
  of the initial repair to current has been documented with recorded phone
  conversations. I would like to add the person submitting this complaint is not
  the client who brought us the vehicle or the person we had discussed the decision making with but the father of the client. The client (son) on multiple occasions
  declined cylinder head replacement or machining. All of which is in phone conversations.
  At no point did we state we don’t know what is wrong with
  the vehicle, because there is nothing wrong with the vehicle. Again, the is
  nothing wrong with the vehicle. The only reason we even mentioned the cylinder leak
  down was due to the extensive amount of testing we were doing to check our own
  work. At no point before or during the repairs being made would there have been
  reason to check for this issue as it was not causing a concern, nor is it
  currently causing a concern. We are being honest in everything we have done for
  the clients to date.
  We will agree that the vehicle was running properly when
  first brought in, and it is currently running properly every time it has been to
  us. The complaint is not valid as a concern does not exist. We have replaced
  and warrantied parts and labor on numerous occasions to do everything we can to
  appease the client. It seems the only thing the client wants is a no cost repair.
  In closing we completely disagree with the statement that the
  client has a vehicle that has no value and does not run properly. The fact is
  the vehicle is running normally and in better condition than when first brought
  to us.
  Thank you

  Customer Answer

  Date: 01/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The business is again lying about the whole situation.  I was told the vehicle has a cracked engine block that should be repaired. They quoted me a $6,000 repair which was basically a total engine replacement.  I was also told it has a bad cylinder as a result of a leak down test. They now conveniently indicate there is nothing wrong with the vehicle.  There is still excessive smoke coming from the exhaust.   I am afraid to even drive the vehicle for fear it will break down at any moment.  Their excuses are an attempt to avoid providing the warrantee they promised on their repairs. Me nor my son have the expertise to make a decision on whether the head needed to be machined, that was the shops recommendation. 

  The only part of their response that is true is that my son was initially dealing with the shop. I had to become involved as they tried to take advantage of a young adult that does not have experience dealing with repair facilities.  

  I took a running vehicle to this shop and they destroyed the engine with faulty repairs. I deserve at a minimum a full refund for the repairs.  

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