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:06/06/2023

  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’ve spent over $1100, my car was at cloverdale auto from 5/23/23-5/26/23. When I picked up the car on 5/26 I was assured that it was fixed and working perfectly, only to have it break down again. I’ve spent multiple days in a rental as well as paid higher than I was originally expecting. They ran a full diagnostics which lead them to recommend and repair/replace spark plugs, replaced ignition coils, done an oil change, replaced a valve cover and valve cover gasket and up sold me on an oil cleanse to remove any old particulates. There were numerous delays in these tasks being completed and repeated calls to add yet another fix onto the car. While I understand that there is not an exact science to resolve these issues, I feel as if my time was not valued and that I’ve been taken advantage of. I am now out $1100 and who knows how much more to fix the vehicle.
  
  The manager has no regard for my concern and is not taking responsibility that he half did the work but charged for full services. My engine light was turned off manually so he could slack on the job, and now does not care if I make it to their shop to get my car fixed. A full diagnostics test was ran, and yet problems are not solved but my money is gone.
  
  The manager now wants me to use a third party to fix my vehicle and pay for my tow. When I voiced my concern, about not wanting another company to fix what they started and that the tow bill was covered under my warranty. The manager still did solve the problem, and said they don’t cover towing even though their customer service rep told me my warranty does indeed cover the tow. After I emailed the companies email with a detailed write up and left a review, now they offer to tow my vehicle. I can not trust they won’t further damage my vehicle, so I would like a percentage of my money back from this auto shop.

  Customer Answer

  Date: 06/17/2023

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 06/20/2023

  The repairs that were completed on the customers vehicle is covered by a 24 month 24,000 mile warranty. The customer has chosen NOT to take advantage of the warranty program. The customer would have to have the vehicle towed to the closest Napa Car Care at her expense, if the repair is indeed a warranty item the they would be reimbursed for the tow. She was given all of the contact information required to use the warranty program but has chosen not to.

  Customer Answer

  Date: 06/20/2023

   I am rejecting this response because:
  
  I have an email stating that the business would tow my vehicle to their location and it would be paid for. I responded to the email and also asked for the owner, also called and nobody responded to me. I DO accept the fact that I have a warranty and I am well aware of the money spent from my bank account and know that this issue has not been resolved the right way. I have not driven my vehicle and I am waiting for the business who fixed my vehicle to make this right. I DO want to use my warranty to the full extent but I should not have to double pay, my warranty already includes my tow. Therefore, I should not have to be reimbursed. In no way have I refuse this business in regards to fixing my vehicle or using my warranty. 
  
  
  

  Customer Answer

  Date: 06/23/2023

  This shows the warranty, directly from the Napa website. However I would like to place light on the fact that this auto shop ran a full diagnostic test and every problem they named, was fixed. Therefore I feel nothing should’ve went wrong just hours after leaving with all new parts from the test ran and days of labor. Whether I use this warranty or not, only I lose more money with a slim chance I will get reimbursed from a tow that is going to cost $150 plus. The customer loses, because I paid to have my car serviced and fixed, and now that it’s broken again after leaving the auto shop,  I again have to spend more money for them to even look at it, yet again. Reimbursement is deserved, otherwise I’m out of a car and more money after spending over $1100.00.