ComplaintsforAutomotive Specialty Services

• Initial Complaint

  11/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  in brief Diane owner denied warrenty on interstate battery. I... had receipt, took battery to shop as warrenty on site states for testing and possible replacement, was told that car needed to be there too at a towing charge of $85.00. told Diane I was not going to do that and that was not the implied warrenty. I then took battery home. I... then called customer service at interstate and was told yes in fact any Interstate Battery seller would honor warrenty. I then took battery to another shop who sold interstate batteries and with the receipt was given new battery under two year warrenty. I then called Interstate Battery and informed them again of my situation and how the warrenty was covered elsewhere and that they should have their local rep inform Automotive Specialities of their responsibility.

  Business response

  11/30/2022

  Mr ******* indeed did stop by with only the battery on hand.  Our Interstate Rep has informed us that they do need the battery tested in the vehicle but more so they need us to test the system to assure there are no additional concerns causing the battery to fail prematurely, this would require repair of those parts before install of new battery.  I explained this to Mr ******* and let him know we would be happy to tow the vehicle in for him and test it and replace as needed.  He did not agree and proceeded to go elsewhere.  The last thing we want to do is install a new battery in a vehicle without verifying there is something failing the battery.  I understand Mr *******s frustration but did let him know the battery can be covered locally by any shop if he wished to go closer to home.  This is a interstate battery warranty.  

  Thank you 

  Diane W****

  Automotive Specialty Services

  Customer response

  11/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *** *******
  
  
  From the Interstate Battery website:

        To obtain a replacement battery, you must present your original battery to an IB Authorized Warranty Dealer or All Battery Center Store that has an appropriate replacement battery in stock. That dealer will have a reasonable time to test your original battery and, if defective, replace it according to the terms of the limited warranty. Please note, the battery must be fully-charged at the time of testing.
  
  Please refer to the Warranty Policies above for specific details. To get the phone number for the Authorized Warranty Dealer or All Battery Center Store nearest you, visit the Location Finder. For additional help, contact Customer Support.
  

   

  so I then looked up to see if the business where I purchased the battery Automotive Specialties was listes as a site and found the following on the Interstate Battery web site:

   

  Automotive Speciality SerSee Store Hours
  5.8 mi
  1049 Center RdAvon, OH 44011
  (440) 937-2886
   Store Details
   Directions
  

   

  Secondly: Diane did offer to tow the auto but what she did not mention on her retort was that toe was at a cost of $85US or free of repairs were over $200. Jen employee also heard this conversation. I sad Diane this is warrenty work so how could repairs be over $200? She said tow would be $85US then! She said that other things could be wrong. I explained that is why we need to test the battery prior to going forward whether the battery was installed or not per Interstate. She told me that was not true and she had no means to test battery outside of the car. I then realized once again I was being lied to and stated that I would not stay and argue with her over what was happening. I then took my battery and left store. Due to time constraints I took the battery up the road less than a mile to a O'Rilleys and they were able to charge and test. It was a dead cell. I purchased the battery at O'Rilleys and installed myself. This whole point of purchasing a made in USA Interstate Battery was for where it was manufactured and the warrenty. I then contacted Interstate Battery and spoke to Justice Customer Care who reassured me that this would be corrected. I expressed to Justice that I felt it was not Interstate Battery Co involvement in this matter at fault it was the certified shop where I purchased the battery. I also told both parties that I had original paperword and receipt of this purchase. This will be the last with this repair shop as they may offer convience and oil change benefits but surely make up for it in other ways. They also have a Service mgr Casey who pushes transmission and cooling system with the pitch that many dealers will not warrenty parts on newer cars if flush intervals are not followed. Someone who does not think quick enough or is easily swayed is misled. A business model I guess. I filed this complaint for the reason as follow 1) I felt I was not provided warrenty previously stated 2) so others do not find themself in simular situation. Pretty sad world sometimes.

  Business response

  12/01/2022

  I apologize for our clients disappointment in following a policy that is put in place at the recommendation of our Interstate Battery Representative.  We do our best to look out for our clients well being.  The last thing we want to do is install a new battery and have it fail leaving them stranded so we recommend having the vehicle and testing while the battery is in the vehicle and then testing after to assure they have a dependable running vehicle.  I do apologize for the inconvenience this caused the client.  We strive for 100% customer satisfaction and we failed with this client and we take full responsibility but will continue to follow a policy that was put in place to keep our clients vehicles dependable.  The maintenance recommendations we offer our clients are manufacture recommendations.  As a company that offers 100% customer satisfaction whatever we need to do to make this right we are willing to do.  

  Thank you for giving us the opportunity to share.

  Customer response

  12/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 see that the business has agreed that they did not provide the warrenty implied. Not much more they could do other than admit to their faulty model. Most people do not have the time to express to the public when they are screwed by a business, or for that matter when a business porvides exceptional service or product, but I do! My money can be spent elsewhere. Please consumers be aware of business models that seem to friendly and community minded but funded by outright lies. Such as the battery cannot be tested outside the vehical. FALSE! Diane stated to me in front of employee Jen that Interstate demands that she do that when in fact per Interstate Customer Care and Website explains the opposite. Many more models of this activity available if interested, such as wheel alignments and flushes.  God bless
  
  Regards,
  
  *** *******
  
  
  

• Initial Complaint

  10/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my car to be repaired at Automotive Specialty Services in Avon, Ohio in February of 2022. They determined that our oil (rear seal was leaking). Then they found that we needed new brakes and then charged me for new brakes. At this point, they were charging us for services and the car was not even running. Then the owner was trying to get us to buy all new tires. We decided against that. The total charges were 4500.00, and all we had planned to spend was 2700.00, the amount of the oil repair. That was just the beginning, as we had to finance it through **** Finance. We paid 117.43 per week since February. We got our car back and drove it for not a week before it stopped working again. We took it back and they determined the car needed a (celluloid cap?). That was another 400.00, and the business expected payment for that plus towing, only to tell us that the car was not fixable. They kept the car, and the license plates and they would not allow us to access the car unless we paid the new charges. We said no and were still denied access. We have no idea what happened to the car. (supposedly towed the car and impounded it. They now want to charge us for that. We are now approaching the final payment on the 4500.00 through **** Finance, but because we didn't pay within 100 days, it will now be doubled... another 4500.00 and 42 more payments.

  Business response

  11/04/2022

  Regarding I/D # ********

   

  **** ********* contacted Automotive Specialty Services several times a month before his appointment seeking an estimate to have his rear main seal replaced.  He eventually scheduled the vehicle in to have us to give him an estimate.  We did confirm on 01/28/2022 he had a very severe rear main seal leaking.  We informed the client that not having a history on the vehicle and knowing how long the vehicle had been leaking we can not let him know if there will be any future damage to the engine due to running it low on oil.  The reason we made this clear is we knew he had been calling on this repair for at least a month.  

  We performed the repair and as always before the vehicle leaves, we provide a 51 point safety inspect.  With this inspection we found the vehicle needed brakes and had some loose suspension parts.  The client agreed to have the repair work done while the vehicle was with us.  The client did apply and got approved for **** Finance.  **** finance is a 100 days of free money and the client is made aware not only through us but also through the contract that **** has them sign.  We also let our clients know to contact **** and set up the payments for 100 days. 

  The client did reach out 2 months later 03/2022 and 3k miles later with a check engine light on and the vehicle was stalling and sputtering.  We explained the trouble code to the client which was an engine timing code and explained to him we can try and replace the variable valve timing solenoid for the code and see if it helps but we explained to **** he may be looking at internal engine damage due to the engine being deprived of oil previously.  He gave us permission to do the repair and it did not fix it.  We explained the need for a new engine that the loss of engine oil has damaged the engine internally.  

  At that point we called **** several times to make arrangement for pick up as he did not want to proceed with an engine.  The vehicle sat on our lot with no communication from the customer from 03/2022 to 05/2022.  He wanted to take the vehicle but not pay the bill.  We explained we would need the bill paid in order to release the vehicle.  With the car sitting here from 03/2022 to 06/2022 I had no choice but to have the car picked up by ******** Towing to store the vehicle as we do not have the space for that length of time.  I made one final attempt to reach **** before taking this action and he did not return the call.  

  We are a company that strives for 100% customer satisfaction but I feel the client in this situation cut off communication.  I do understand he had a significant concern with his vehicle and it required a tremendous amount of work.  We performed the needed repairs and also went above and beyond to put **** in a loaner vehicle at our expense to help give us time to complete the large repair.  

  I feel **** should be upset but not at us only at his vehicle.  I understand that **** Finance now wants to charge him interest but both **** and ********** ********* Services made it clear it was 100 days of free financing and the contract clearly states the interest to be high if not paid in 100 days.  We go one step further and let our clients know to be sure and reach out to **** and set up payments to get it paid off in that time.  

  Thank you for giving me the opportunity to share.  

  Diane *****

  Manager

  Automotive Specialty Services

  ************

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