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:07/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On Friday July 14th 2023, I had a scheduled appointment at Kirksville Autoworks for an vehicle oil leak repair and was told an estimate for the fix would be around $100 during my oil change prior a few months back. They said they would keep the estimate on file, I received no documentation for the estimate. I live 4 hours away during the summer and only go to school in Kirksville at ****** ***** *********y. I had planned to be in Kirksville this weekend and scheduled this appointment a month in advance to repair the oil leak. They said the repair would take 2 hours, and when I dropped my keys off I asked “This is going to fix the oil leak right?” and the man at the front desk said “Yes it shouldn’t leak anymore”. After the appointment, my total was $244.22 and the oil leak was not fixed. They replaced unnecessary parts such as the spark plug, claiming that my mother called them requesting this replacement, which she never did and has phone records to prove this phone call never even occurred. I was never asked or informed about the spark plug replacement until after I paid and saw the receipt. They refuse to give any partial refund and I can not bring the car immediately back there due to living 4 hours away, and would be spending even more money to go there for them to only “take a look at it”, offering no reassurance to fix the issue. The business is now suggesting taking the car to another car shop near my home location because they believe one of the car parts they replaced is faulty, leading to additional car repair costs. I won’t be in Kirksville for another month, and would have been more than willing to come then, but I do not find this business trustworthy after this service. I am requesting a partial refund from the company for the work they performed on my vehicle that was not authorized.

  Business Response

  Date: 07/19/2023

  1. the repairs on the invoice that Ms. ******** provided with her complaint do state the work that was done on the 7/14/2023.

  These repairs were discussed with her prior to the work being done.  It is against or shop policy to give out any estimate that are vague numbers for example : around 100 dollars. Ms. ******** called the mourning of July 17th telling us that she still believed that her car was still leaking when she got home, due to drops left where she parked.  Our service writer encouraged her to come back so we could see from where it was leaking ( the car has over 213353 miles on it ).  She let us know she was 4 hours away and that she wouldn't be back until next month. Our service writer told her we would have to see the car to see if the part failed to move forward. Ms. ******** said she would call back. This I think is where things broke down. Our service writer should have called me, and he did but not until Ms. ********'s father called the shop berating our service writer and demanding money back. Our service writer informed Mr. ******** that the owner of the shop was out of town and he would speak with her about the matter as soon as she returned. This is when the threats from Mr. ******** started.  He then called our shop back to back closed to 20 times, Our service writer would pick up and no one was there.  The last phone call that he did get connected Mr. ******** demanded money, and gave an ultimatum that it would be by closing time or he would begin to call his lawyer, local tv, social media (which he did join a local social media talk group and begin to slander the shop having never been a customer), and the BBB to close our business down. None of which our service writer had the authority or means to do. Also our service writer tried to inform Mr. ******** that because of our status as a certified repair shop that we are part of a network of shops nation wide and he could get the car looked at locally at no cost to her. He put the wheels in motion for that to happen with our local parts supplier. But Mr. ******** was not hearing or didn't want to hear this over the yelling and interrupting  on the phone.  After being yelled at and called 18 times back to back our service writer stopped answering his number.  The matter can still be resolved.  We would prefer to talk with the actual customer Ms. ********.  We have always taken good care of our customers. But there is a process that needs to happen to find out what happened, Either, part failure or labor failure, or if there is a leak that is somewhere else.  All are possible, and to ensure that we can avoid things like this we need to understand what happed and not give money to an angry man. We would be happy to explain how the nationwide shop network works to Ms. ********.    

  Customer Answer

  Date: 07/19/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  ********* ********