ComplaintsforSpartan Auto Care

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 6th 2023 my car was brought to Spartan Auto Care in Springfield due to a misfire/overheating problem. On Saturday July 8, 2023, my car was ready to be picked up and was fixed. They changed my spark plugs, thermostat and added a new fuel pump. I paid $1,500. In less than 3 weeks my car started overheating again and the same codes popped up. On Saturday July 29, 2023, I brought my car back to the shop and was told the mechanic did not bleed out my car, which is why it started over heating again. That same night my car overheated again. Now they want to charge me $643.95 to replace my radiator that is damaged now due to their negligence of not fixing my car correct the first time. I have not had a car in over a week. I already paid $1500 for a problem they did not fix and in fact made it worst because it messed up another part in my car. The owner was suppose to see what happened with my car because there was also parts missing. When I called they told me Nick has gone on vacations and will deal with the problem when he gets back. They want a $500 deposit in order to work on my car. It is unfair for me to pay for something they did not fix correct. I really need my car because I use it to take my kids to their appointments and for work. They also change parts that did not fix the problem. This has been very stressful for me. Thank you.

  Customer response

  08/18/2023

  Spartan gave me the $643 refund after I noticed that they over charged me for the radiator. The first radiator was $322 and then they got me a radiator for $125. Only gave me a $40 difference. They also did not change my oil. I had the take it somewhere else to get it done. Spartan did not want to look at my radiator to see why I keep losing coolant. I am taking it wednesday to a ****** dealership so they can see where is the leak. I paid for an engine diagnostics to make sure it was not leaking into my engine. I do not have the money to pay elsewhere for a job they did not do correct. They are also screws missing in my car. I would like a full refund back or partial. I have wasted so much time and money. I have to pay childcare for my kids to get my car fixed. I called Spartan on Monday to let them know the problem. ***** told me I can bring it in on Friday cause he was full. I get there at 8am and he tells me sorry it's first come first served. After wAiting and hour he tells me he can not check the radiator since they refunded back the money. They never did my oil change and I drove my car to NY like that. They are leaving my car with missing pieces and not completing jobs that I originally paid for. Thank you. 
  

  

  Business response

  08/28/2023

  Dear BBB,

   

  We believe this complaint is without merit and we will not offer any further refund or services to this vehicle owner.  After Ms. Ortiz and her partner threatened our employees with violence and called the police to our facility, we demanded they bring their vehicle elsewhere for future services.

  We performed a series of basic repairs to this vehicle with nearly 140,000 miles on it.  We changed the vehicle's spark plugs, performed an oil change service, and installed a new engine thermostat assembly.  The Thermostat unit was changed in an effort to stop the vehicle from overheating while being driven.  As the thermostat was most likely the original one to the vehicle and the vehicle's coolant was dirty and contaminated, it made sense to change both as part of normal vehicle maintenance for a vehicle with nearly 140,000 miles on the odometer and a complaint of an overheating issue. According to the vehicle owner, this vehicle continued to overheat while being driven long distances.... per their complaints to us the vehicle operated normally until it was driven continuously for over an hour or hour and a half.  It is difficult for our technicians to diagnosis problems like this that only occur after prolonged periods of driving.  Our normal testing procedures did not find any type of issue with this vehicle's cooling system.  In an effort to meet this vehicle owner's concerns about overheating, we went ahead and changed the vehicle's radiator.  When a new radiator seemingly did not this supposed overheating issue, we refunded the customer's payment in full for the radiator replacement.  

  We believe that we did our best to solve this customer vehicle issues.  We performed a series of basic maintenance services.  The customer complained that their vehicle operated normally until it was driven for prolonged periods of time.  We spent hours of uncompensated time performing  diagnostic procedures that never uncovered an issue with the vehicle's cooling system.  We installed a new radiator at no charge to the vehicle owner in an attempt to fix this issue.  After subjected our employees to a series of verbal threats, we directed this vehicle owner to take the vehicle elsewhere for service in the future.

   

  NICHOLAS KATSOULIS.  GENERAL MANAGER SPARTAN AUTO CARE CENTERS

   

  Customer response

  08/29/2023

  
  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. I am no longer taking my car to them as they refunded me the money back. They had charged me for work that was not done and I am not the only customer. They have very poor customer service and want to put blame on the customers, **** **** **** ******* **** *** ** ***** and do not complete the work. They also need to communicate with each other at the site so they make sure work is getting done. 
  
  Sincerely,
  
  Agnes Ortiz

  

  Business response

  11/29/2023

  AS PREVIOUSLY DISCUSSED, ALL THE WORK DONE BY SPARTAN AUTO CARE WAS DONE IN PROPER AND WORKMANLIKE FASHION,  WE INSTALLED A NEW THERMOSTAT ASSEMBLY INTO THIS VEHICLE TO REPLACE THE ORIGINAL UNIT, WHICH HAD BEEN IN USE FOR OVER 120,000 MILES.  WE PERFORMED THIS WORK IN AN ATTEMPT TO STOP THIS VEHICLE FROM "OVERHEATING" AFTER IT HAD BEEN DRIVEN FOR MORE THAN A FEW HOURS.  AGAIN, THE  ORIGINAL CUSTOMER'S COMPLAINT WAS THAT THE VEHICLE TENDED TO OVERHEAT ONLY AFTER IT HAD BEEN DRIVEN CONTINUOUSLY FOR MORE THAN AN HOUR OR SO.  WE THEN INSTALLED A BRAND NEW RADIATOR( A JOB THAT NORMALLY COSTS @$1,000)  INTO THIS VEHICLE AT NO CHARGE TO THE VEHICLE OWNER IN AN ATTEMPT TO REMEDY THIS COOLING SYSTEM ISSUE.

  AFTER THE VEHICLE OWNER VERBALLY  THREATENED OUR STAFF AND CALL IN THE LOCAL POLICE DID WE DECLINE TO ATTEMPT ANY OTHER REPAIRS FOR THIS CUSTOMER.  NOW THAT THIS VEHICLE HAS BEEN DRIVEN MANY MONTHS SINCE WE LAST WORKED ON IT, WHY HASN'T ANY OTHER REPAIR FACILITY BEEN ABLE TO "FIX" THIS VEHICLE OR SATISFY THIS VEHICLE OWNER?  WE INSTALLED NEW SPARK PLUGS INTO THIS VEHICLE TO REPLACE THE PLUGS THAT WERE ORIGINAL TO THE VEHICLE AND HAVE NOTHING TO DO WITH THIS SUPPOSED COOLING SYSTEM ISSUE.  WE INSTALLED A NEW THERMOSTAT UNIT TO REPLACE THE UNIT THAT WAS ORIGINAL TO THE VEHICLE,  WE INSTALLED A NEW RADIATOR INTO THIS VEHICLE AT NO CHARGE TO THE CUSTOMER.

  AGAIN, IF THE ISSUES WITH THIS VEHICLE ARE SO EASILY FIXED, WHY HASN'T THE VEHICLE OWNER BEEN ABLE TO GET IN CORRECTED IN THE MONTHS SINCE WE LAST WORKED ON THE VEHICLE?

  Customer response

  11/29/2023

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

  I am rejecting this response because I have put money into my car with you guys and I still have a coolant leak. You guys did bad repair work and left me dealing with the car on my own. I feel like I paid $1500, and was treated badly. Did not want to give me a loaner car and had me wait until you guys felt like doing work. I even had to put a down payment on parts u messed up in my car. You guys are very disrespectful and will not recommend you to no one. I have to replace hoses that according to them they replaced. Left so many missing screws on my car. I do not call that a good repair. You guys would get upset because the car was not working right after a repair u did. I have not done the work because I had disputed the $1500 charge with the credit card company. However they keep charging it back because they want more information. I can not keep paying money to mechanic shops to show that Spartan auto care did not do a good job. When I put the complaint in I thought spartan was aware of the dispute and agreed to it so I do not return for any repair work from the parts they change and I have warranty on.

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

  

  Business response

  11/29/2023

  We note that the this customer did not answer the question we asked in our response.  We last worked on this vehicle months ago.  We assume the vehicle has been driven since then.  The customer has stated they have gone to other garages and spent money to "fix" her vehicle. If so, is the vehicle now "fixed"? If so, what did this "fix" have to do with us installing a set of new spark plugs in the vehicle or changing the vehicle's thermostat assembly?

   

  ***********************; Spartan Auto Care Centers

  Customer response

  11/29/2023

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

  Last time I was there Peter declined to check my car after the radiator plus the hoses were replaced.  I had to add  coolant after 3 days with the car after they repaired it.  Also you guys did not change my oil in my car. I also got my fuel pump changed which has nothing to do with the issue. I am still loosing coolant which was the problem my car had to begin with. My car is not fixed $1500 later. I still have the issue of the coolant lost which u guys declined to check. This has been a very stressful time. Peter has bad customer service and treated me poorly. The messed up my car the first time and I gave them the chance to fix it. I have been trying to get my money back through the credit card. I believe I deserve a partial refund, since my car was not fixed properly and Peter declined to check my car 3 days later after the repair. I've submitted receipts from ********** showing proof my oil was never changed. I've already had to call the police on them because they declined to take my car in after all the codes came back up the after the first time I brought the car too then. Screws and pieces were missing. Since I paid them I kept bringing my car to them. I have 4 kids so I really need my car. I was hoping on getting a refund to fix my car properly, which is why I have not got it done. Spartan is aware of me trying to get my money back for months. I thought they agreed to the refund so I can take my car elsewhere. 

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

  Customer response

  12/11/2023

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

  I tried to bring my car to them and they refused to check my car. I do not trust them, a refund is what I would like so I can get my car fixed correctly. 

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

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/18/2023 I went to Spartan Auto Care Center (**** ***********, **), 865 ************, **** ***********, ** *****. I had called ahead and asked if they would be able to work on my car now, and I was told, "Sure, you can come in now!" When I went there, I told them to check the "tire pressure" warning before doing wheel alignment. Nick(I think he is the owner) just took the keys from me without saying much. No explanation was given about what he would be doing to check or how much I would be charged. Since he didn't say anything, I assumed that they would look at it and give me a quote. I wish I was informed that there was a charge just for looking at it. As I mentioned earlier, I waited 3 hours and then within 5 minutes of checking my car I was told that the rear driver side tire sensor was not working and it would cost around $80 to fix it, plus they demanded $100 for checking the problem and another $135 or more for wheel alignment. I asked what the $100 was for, since I hadn't been informed about it. Nick said they had hooked the car to computers to diagnose the "Tire Pressure" warning sign. Even though I did not believe that they had hooked my car to computers, I just paid the $100 that they asked for checking and left because I couldn't afford a $300+ bill. The next morning, I went to **** **** ***** and they not only checked again for free, but they told me that the front tire sensor was missing, and it wasn't the rear tire like Spartan had told me. So, I am assuming that they probably did not check with computers as Nick had said. I want a refund of my $100 because 1. I wasn't informed before-hand that there is a charge for checking 2. Just 5 minute checking is not worth $100, especially when the diagnosis was wrong. It shows that the car wasn't checked at all.

  

  Business response

  06/08/2023

  We believe this complaint is unjustified and completely without merit.  No type of refund is due or offered, This vehicle owner brought in their Nissan with a request to check over her vehicle to make sure it was safe to be driven.  She had been told the vehicle needed a wheel alignment service. The vehicle owner stated that the vehicle had been heavily damaged in an accident and had been repaired at some other repair facility.  She wanted us to check out the vehicle to make sure the previous repairs were proper and that her vehicle was safe to be driven.  We then had one of our ASE certified technicians drive the vehicle and then check it out up on one of our vehicle lifts.  We told her the vehicle needed a vehicle alignment to be complete the repairs done  elsewhere.  She declined to have the alignment service done.  She then ask why her vehicle had a tire pressure warning light illuminated on her dashboard.  We then took a computerized diagnostic tool, tested all of the vehicle's tire pressure sensors and determined that the right rear tire pressure sensor was  faulty and needed replacement.  She also declined to have this sensor replaced.  The vehicle owner was then presented with a bill of $108.50 for our diagnostic services which she protested.  She believed that our services were "free" and that we were not entitled to charge her anything for diagnostic work.  We are unsure why this vehicle owner would bring in their vehicle to our facility, ask us to perform diagnostic work on it, and then expect not to be charged for our services.

   

  ***********************; General Manager Spartan Auto Care Centers West Springfield
  

  Customer response

  06/09/2023

  
  Complaint: ********
  
  I am rejecting this response because the business is giving false information. My vehicle wasn't "heavily damaged" in any accident. My car insurance can be contacted to confirm this. I just wanted a wheel alignment because I had recently got a new tire as I had a flat tire which couldn't be repaired. As I stated in my complain, I had called ahead to ask if the wheel alignment can be done that same day, and I was told to come in immediately as they had availability. After arriving, I handed over the key and informed them that there was a "Tire Pressure" warning and asked if they could check the tires before the wheel alignment. The owner took the keys from me without saying anything. He did not inform me that there was an additional charge for checking. Also, they did not take my car for a "test drive". I waited in the lobby, while my car was parked in front of me for a few hours. Then my car was taken inside (it was visible from where I was sitting). The technician did a visual check and I walked up to him to ask if he saw any problem, and he told me that the driver side rear tire pressure sensor needed to be replaced. Then I asked him how much that would cost, and that's when the owner told me about all the extra charges. I decided to just pay for the "diagnostics" (which was never done) because the owner was holding onto my keys. Also, as I mentioned earlier, I took my car to a different mechanic, and they informed me that the new tire (which was on the front driver's side didn't have a tire sensor). I can show proof of this as well. So, I basically paid for a wrong diagnosis (which wasn't even done) at Spartan. I am entitled to a refund.
  
  Sincerely,
  
  ***********************

  Customer response

  06/26/2023

  "I want to reiterate the points that I've made previously:

  1. I called ahead and went in for a wheel alignment on my own accord after replacing a punctured tire on the front driver's side. So, the owner's claim that I went in to get my car checked and they recommended wheel alignment is false.

  2. I informed the owner that there was a tire pressure warning, so I asked if he could check what was causing it. He took the car keys and did not inform me that there was a cost associated with checking.

  3. Only a visual check was performed. The owner's claim that a computer diagnostic test was done is false.

  4. After that I was informed that the rear driver's side tire had a faulty sensor which was causing the tire pressure warning. I was told that it would cost $300+ which included the diagnosis fee, wheel alignment, and sensor replacement.

  5. I asked them the cost of the diagnostic test, and paid that amount  and left, because I lost trust in the business. I want to repeat, I "paid for the diagnostics test" and did not ask for free service.

  6. I went to another tire service place, where they performed the computer diagnostics in front of me. They informed me that the diagnostic test was free. I repeat, I did not ask for a free test. They told me that the testing is free. I was shown the results where it clearly showed that it was the new tire on the front driver's side that had a missing sensor, and not a faulty sensor on the rear driver's side tire as I was told at Spartan.

  7. I decided to send a message to BBB so I can inform the public that I was charged for a computer diagnostics test which wasn't done. If the business is honest, they will give me a refund instead of accusing me of wanting free service. If I wanted free service I wouldn't have paid for the test. The business owner is using “lie, deny and counter-accusation”.

   

  I rest my case. "

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In February 2022 I had my 2013 Chevy Cruze serviced at Spartan Auto in Springfield at the State street location. I paid for the services that were done ($2-300 or more for pcv/valve cover replacement).A few days later my car started having issues. Oil leaked "everywhere" under my hood which caused my car to smoke, shut down and not operate properly. Along with my heat all of a sudden not working and car was losing pressure and motor was "ticking." None of these issues were present prior to me taking my car to Spartan Auto. I took my car back to Spartan auto to inspect in which they "claimed" to find no issues and charged me additional money to service my heat ($450) and wanted me to pay $500 deposit to repair my head gasket because "Peter" stated that was the issue; not the repair they had done weeks earlier; added "oil" and allowed me to drive home. Due a deposit request and uncertainty with Spartan's diagnosis of my car... I decided to park my car and use Lyft and Uber to travel "to and from" my place of employment in Northampton which costs me $70.00 a day and I have to pay for bus fare some days. I had my vehicle towed to another auto repair shop and one that I've used many times in the past (Central Chevy) in W.Spfld and they located and diagnosed the problem- they CONFIRMED that the mechanic at Spartan auto did not repair my car properly (seal was not placed properly) and that Spartan Auto and the mechanic who serviced my Chevy Cruz were responsible for the damages to my car due to "faulty repair." Myself and the Chevy dealer tech provided this information to Nick and George who BOTH "claimed" to be the Managers who requested that Chevy release my car and for me to give the authorization. I decided not too because they tried scam me; wouldn't provide me with a loaner car REFUSE to pay for the damages that they caused because NOW they want to "make it right." I am taking the to court and sue! My motor may be damaged! I want my money back and repairs paid

  

  Business response

  04/20/2022

  Business Response /* (1000, 10, 2022/04/03) */ Contact Name and Title: NICHOLAS K******** Contact Phone: XXXXXXXXXX Contact Email: *********@aol.com Dear BBB, We have attempted to address this consumers concerns about her vehicle. In fact, we paid to have the vehicle "re-repaired" by a Chevrolet dealerhsip in an attempt to address the vehicle owner's concerns. Although as far as we know, the vehicle is now back in good running order and in pocession of the vehicle owner, we are not sure on the conclusion of this matter. The vehicle owner indicated her desire to press legal action against us in relation to the repair of her vehicle. At this point, we turned over her claims to our insurance carrier to determine a proper dispostion of her concerns. Again, although the vehicle is back in service with the vehicle's owner as of our last interaction, we have not been notified of any other action on this claim.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took my care to this repair service care. 1. He overcharged the diagnosis test ( charged me $ $125.00) my extended warranty Edurance paid him $125.00 which he charged twice2. My car didn't start the next day which I was told it was the battery cable three days later the car did I again then they said I was the battery but not diagnosis test reindeer it was the battery smooth talking it so I brought a battery for $260.00 overcharged price was regularly $120.00 at ********. Then told me I needed a transmission for $3211, took it to get the brakes done and was told that my brakes locked up that I didn't need a transmission. 3 when I walked in to auto care shop the owner Bick was on a personal call " stating we going dancing tonight " we'll I was standing awaiting to address me with a hand gesture or say wait a minute but instead his cleaning man asked me to seat on the massage chair I did that and waited 30 minutes before he address the issue of me coming in to see what was going on with my car after he did the diagnostic test that I fussed about that he charged me 125 and the insurance company paid him as well so the reason why I am reporting him is because all the things that was done to my car was not needed I didn't need a starter I needed a transmission and then after the transmission I really didn't need the transmission it all was due to the brakes which was on the diagnostic sheet and the transmission was not this man has blatantly really use and abuse his service as a personal auto care service and I need to know what to do and I want to remind you that I am a black female

  

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2022/01/15) */ DEAR BBB, This complaint is without any merit. This customer was charged A BASIC diagnostic/processing fee we charge to all customers who attempt to utilize an insurance warranty provider to pay for repairs on there vehicles. the reason we assess an additional fee to all warranty insuranxe carriers is the time and effort we have to take to get claims approved. someitme we can wait on hold for 45 minutes to have a claim approved. Other times we can wait for hours with a vehicle in our service bays waiting for an insruance carrier to authorize a repair. In this case, this customer paifd a\us a total of $175 to have astarter unit installed in her inoperable vehicle the same day it was towed into our facility. We made the effort to get her insurance carrier to cover the rest of the $600 repair bill. In responding to her complaint, please ask her why she returned to our shop after this original repair seeking additional work if we "overchareged" her. As stated, Ms. ****** returned to our shop 3 weeks after the original repair to get additonal work done. At that time I told her never to return to our shop for any other returns.

*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. ↩