ComplaintsforLamb's Tire & Automotive Center

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited the Lamb's Tire & Automotive ********** location on October 20th due to a clunking noise in my car, persisting for the last few weeks/months when driving at speeds of ***** mph. The Lamb representative advised me to bring the car back on October 23rd, suspecting a transmission issue. On October 23rd, the mechanic suggested that the noise might be coming from a faulty left spindle, and I agreed, hoping it would resolve the problem. I left my car there, and after a few hours, they called to claim that the noise had mostly reduced, though it had not completely disappeared.Despite their assurance, there was no reduction in the noise at all. They informed me that the noise was originating from the transmission, and they could not address or fix it. They only replaced the spindle, an element that wasn't causing any issues, and charged me approximately $1500, which I consider a complete rip-off. I feel deceived and would like to request a refund. The only justified charge should be the cost of diagnostic time, which is $112. Spending my hard-earned $1500 for no tangible improvement is entirely unacceptable.

  Business response

  12/03/2023

  Vehicle came in on 10/23/23 with a complaint of a whining noise.  Upon inspection we found the ** bearing to be roaring loudly which the tech found using a stethoscope.  In addition, the vehicle had two bent wheels indicating something was hit in the roadway possibly causing this damage.  After replacing the bearing much of the noise was gone, however there was still a faint noise coming internally from the transmission. The customer was brought out to the car so he could hear the noise himself, and informed this was an internal issue within the transmission and that replacement would be the remedy.  He paid without complaint.

  Customer response

  12/05/2023

  Complaint: 20935047
  
  I am rejecting this response because: I don't believe the noise is related to the ** Bearing. When I paid for the suggested repairs, assuming they were correct since I lack expertise in cars, there was no noticeable reduction in noise, and I don't sense any improvement. The invoice explicitly recommended fixing the ** Bearing to minimize the noise, but the problem persists, and it has always been related to the transmission since my initial visit. Moreover, there hasn't been any front-end damage or accidents involving my car.
  To validate their recommendation, I sought a second opinion on the noise issue, and I am attaching the receipt for that consultation. The second expert promptly identified the transmission as the problem, indicating that it needs replacement. They were transparent about the cost, discussed whether it was an ideal solution, and provided clear assistance. In contrast, the initial service provider suggested fixing other components without fully disclosing that the core issue lies with the transmission and claiming that nothing more could be done. This situation indicates an exploitation of my limited car knowledge, and the noise reduction was 0 %.

  
  Regards,
  
  *************************

  Business response

  12/06/2023

  Since there was an obvious noise and we only fixed part of the issue, we would like to invite the customer to have a conversation via phone or in person with the Manager to talk about a solution.  The manager is willing to use part or all the money from the initial repair spent to replace the transmission with a new or used one.  The technician used a stethoscope to confirm that the items replaced was valid.   

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  11/16Told ***** vehicle stopped after driving ****** to ****. Paid car to be tow to ******. I told ************ told **** specficaly what it take my car drivable is what I needed repaired & wear tear would wait unless a must. I mentioned **** told me the gas caskets were cracked and leaking oil on spark plugs and that was the reason the engine light was on, I replace them. The engine light is still on after car picked up. **** said they did not know it then but they knew now issue engine light was fan by grill of car.11/14Spoke w/ Lala an update on my ************* told me reason for my steering wheel making noise when turned was my left axle not being changed. I told her if that was not the case the steering wheel would have made noise prior but it wasn't. I asked her if my car could be aligned again and looked at again to see if something was wrong with the alignment that was causing the noise. 11/18Spoke to ************ said there was only one alignment done on my vehicle I told him I was waiting on a second one to be done and needed to have my car returned to me. I told him I had asked **** for another alignment to be done and hadn't received an update in a few days. 11/21Vehicle tow to Drivers Edge. 11/22 Vehicle final status per **** is it needs a new transmission. 11/4 Vehicle left at Lamb's auto shop. 11/7 I received the report status of my vehicle & the total for repairs 4000 11/8 I received another report of **** that will be what it will take to fix it so it could be drivable.Lala told me in order for the engine light to turn off it would be **** because of the gasket leaking on the spark plugs so I told her replace them 11/9 Vehicle is ready. 11/13Spoke to ******** told her my vehicle was misdiagnosed & what they believed to be wrong with vehicle was incorrect. I told her the vehicle was still having issues and I needed them to take a look at it again 11/22 Spoke to ***** the ************ said they will not be able to give me a partial refund

  Business response

  11/27/2023

  ******************* came in our store on 11/10/23, with a concern of a cel and vehicle shaking. the techs suggested plugs, both cv axles, engine mounts, front and rear brakes, valve cover gaskets, some fluids and a belt for the issues. the customer says she told **** she only wanted to due what would make the vehicle run. so the customer had us replace 1 axle as she said she had the other one under warranty and the motor mounts with plugs.  When the vehicle left the cel was off.after the customer picked up the vehicle, her son drove it back to irving.  He ended up breaking down north of ****.  The customer had it towed to her home in Iriving and called me on Monday. I told her that we would get it towed to the drivers edge in ****** and have them diag the vehicle. **** @ the Irving *********** found out the *** failed on the customer.  ******************** called me asking for a refund on the transaction as she said we didnt fix her problem.  i explained i was sorry that the transmission failed on her but i would not be able to give her a refund for her transmission failing after the fact. The manager is willing to work with her on the transmission replacement but in this case she has stated she did not want to have any communication with ***** the Manager.  The repairs that were performed previously were not related so a refund was not warranted but we are willing to work out a solution.  Had we did some transmission work, we would've had a different response.  Our customers are our highest priority and would like to work with the customer on a solution.  We spoke the manager at Drivers Edge in ****** and he is also willing to work with us.  

  Customer response

  11/27/2023

  Complaint: 20906806
  
  I am rejecting this response because: The business says they are willing to work with me but there is no specific details on what they are going to do to make this right. On the recorded line the conversation I had with **** I asked what it will take for my vehicle to be drivable again so I could fix that. The diagnostic was completed and they told me what it will take to make the vehicle run and I fixed that. The vehicle behaved the same before they fixed it and after they fixed it. I find it hard to believe that they fixed it since the vehicle stopped working after being driving for an hour and half. To have the vehicle tow from **** to my home was $400 so I had to pay to get my car home when supposedly they fixed my car to run, they haven't offered suggestions. Either they can apply the $2700 plus the $400 for towing the vehicle towards the new price quote to fix my vehicle or refund all of my money.

   

  Kind Regards,

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

  Business response

  11/28/2023

  The Customer only authorized our store to replace part of the items need for the repair.  We had suggested replacing both axles, brakes, some fluids, and the transmission mount.  The customer said she had the driver side axle under warranty somewhere else and would take the vehicle there.  When the vehicle left the store,it was drivable as it drove north of **** and then the customer had a issue with the vehicle.  Unfortunately, there are many reasons this could have happened so when the customer reached out to the store, we offered to cover a tow from where the vehicle was to one of our sister stores and then to cover the Diagnostics.  This was a cost to the store of just over $400.  Once the Shop in ****** was able to perform the Diagnostics it was found that the *** *********** had failed.  Since the failure is not from a part we installed, and only partial repair was approved we would not be able to refund the initial sale.  However, where we are willing to work with the customer is we are willing to cover the labor of the transmission install at our location in ****** this would be a $1600value.  The customer would be responsible for the any Parts/Fluids and Programming that would be needed.  Lastly, codes were not present at the time of service that the *** transmission was failing.  

  Customer response

  12/03/2023

  Complaint: 20906806
  
  I am rejecting this response because: I appreciate the offer but I would prefer to be reimbursed directly. and for the amount of $2700. I want to take my to a mechanic shop of my choosing, thank you.
  
  Regards,
  
  *************************************

  Customer response

  02/15/2024

  Complaint: 20906806
  
  I am rejecting this response because:
  

  I appreciate the offer but I would prefer to be reimbursed directly. and for the amount of $2700. I want to take my to a mechanic shop of my choosing, thank you.

  
  Regards,
  
  *************************************

  Business response

  02/15/2024

  We still have the same response as before and feel this is fair to both parties.  The original work was approved and the vehicle left with no codes present.  Had the codes been present regarding the transmission we would have went a different direction.  In all fairness, we can't say that the transmission is bad unless we have codes to start testing.  Again we are willing to cover the labor of the install.  Below is a screenshot of our last response showing that we are willling to work with the customer.  

  Since the failure is not from a part we installed, and only partial repair was approved we would not be able to refund the initial sale.  However, where we are willing to work with the customer is we are willing to cover the labor of the transmission install at our location in ****** this would be a $1600value.  The customer would be responsible for the any Parts/Fluids and Programming that would be needed.  Lastly, codes were not present at the time of service that the *** transmission was failing.  

  Customer response

  02/19/2024

  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, please reimburse me directly or pay my shop that is replacing my transmission vehicle the $1,600.

  I want to provide a response. According to the notes that I have, I told ****, at the shop, that the light was on. I left her the car in ******. When I received it, the same light was still on. I brought this to their attention. The mechanics in ****** said that light being on had something to do with the grill fan. They were not going to repair it because I was not going to pay for it.
  
  When the car was towed to the Sister auto shop in ******, the same light was still on. To better assist a copy of the report from the shop in ****** has been attached stating a new transmission is needed. I believe that they completely misdiagnosed the problems of my vehicle. They had said that it was all of these other mechanical issues before they decided it was the transmission. The light is still on.  I have told them about the same issues since the very beginning in ******. they have failed to get my vehicle running as they agreed to in ******.
  
  

  I want them to reimburse me the $1,600 that they said they were going to give me. I still have not received it.  They can put it back on my credit card or they can give it to me in cash. I believe this is a fair outcome. I believe that they have not been honest from the beginning. They have not provided me with adequate services as we agreed upon. Therefore, I ask that I receive the amount that they are willing to give me. I do not trust that they will repair my vehicle in good faith. They have given me different diagnoses for the same problem and have not repaired my vehicle 
  
  Regards,
  
  *************************************

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They put on the wrong brake pads causing them to squeeze very loudly I contacted someone **** I think who came to my house collected the car then returned it saying his staff put on wrong pads no so he says he correct the problem however the same problem ensued When I took it to and mechanic he said The wrong brake pads are still on causing the new rotors they sold me to become glazed I am looking for a refund or for them to put on the correct parts including replacement of the rotor that was damaged due to their incompetent behavior

  Business response

  10/17/2023

  Hello,

   

  my name is *********************, the Market Director for the region.  In talking to the District Manager, he has stated that he's made contact with the customer and has ordered factory parts to replace the aftermarket that is on the vehicle.  This should remedy the issue the customer is having with the brakes.  My apologies to the customer!  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for a brake repaired on Feb 20,2023 and when I picked up the car the brakes were squeaking so I took it back and they said there wasn't any brake sounds it was my front wheel. Bearings and i need to take to dealership. I called around to get a second opinion a friend told me to take it to his friend which turned out to be the Lambs on Congress ave and they new it was the brakes as soon as i pulled up. They said they didn't put something on to keep the brakes from squealing and they didn't tighten up the hardware. it was better but when I went back again because the brakes still wasn't right took it back to the Lambs on Congress and they said i need new rotors. already. Lambs on Congress is just putting a band aid on the problem. Lambs on ************************************************************ because I am female. My brakes are still not right I don't ever want to go back to Lambs at *********** W again I but alsfeel like they should refund me for the brake job also for my time to try to get this fixed

  Business response

  07/31/2023

  first and foremost i want to apologize about the service recieved.  IN talking to the DM, **** he has stated that he touched base with the customer to resolve the situation on August 8th.  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6-30-23 Scheduled 11 a.m. maintenance in advance totaling $297.63 & pd. in cash. -Noticed immediately that damage to vehicle was done while in Lambs possession including 4-5 inch scratch & dent near drivers side tire. -Contacted Asst. ***** **** & asked store Mngr to call me. -Also called **************** number twice & spoke to *************** that same day. ***** said he would have DM, ******* contact me. Never heard from him. -Recd call from ***** ******* several hours later & took vehicle back to ************ to inspect. -******* insisted his Tech was there for 10 yrs & therefore was not responsible for damage. Also, told him that my car was parked right in front by the door in Handicap parking since lot was completely full when I handed him the keys upon drop off. Theres no way a car could have hit mine in the lot parked in handicap since theres no parking space next to it. -******* offered to attempt to bump out *********** scratch using a guy that does bodywork on Wednesdays Agreed to take it back up for repair. -******* was gone for 10 days on vacation so I waited until he was back & took vehicle in for repairs. ******* was in a meeting upon drop off so I gave keys to ****, *********. -Repair attempts did not fix the dent but made it worse as well as the scratch was more prominent. -Spoke to ******* who again denied any wrongdoing. Sent him an estimate a few days later from body shop per request totaled $1300.-******* declined to use this shop for repairs & said he would remove the part himself & take it to a different body shop that he uses. I agreed to refund instead for the $297 which he said he could credit to card.Tried 3X to refund but was declined.******* lied repeatedly & clapped when I walked out.He said he would mail a ****** want a credit to my debit not a MAILED CHECK! Horrible **************** & extremely unprofessional. Surely he knows how to issue a debit refund but he wanted to give me a hard time.******* never returned calls.

  Business response

  07/25/2023

  in talking to the DM this morning, he is stating that this was resolved and a credit was issued yesterday.  First and foremost, I want to apologize for the customer service she received at the store.   

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Lamb's Tire and Automotive on ************ serviced my partner's truck and failed to tighten the lug nuts on the right passenger side causing the wheel to nearly come off when taking a turn. The manager stated that he would cover the cost of the replacement tires and wheel ($867.17) as well as a rental vehicle for the weekend as the wheel could not be replaced the same day ($967.10). When we returned to pick up the truck, the manager said that he would 'see what he could do' about the rental vehicle and would refund the tires and wheel. He has not responded to any requests for updates on the tires and wheel via e-mail to date. No paperwork was provided for the 'new' replacement wheel that he allegedly obtained from ***** Additionally, the truck hood was not latched correctly and opened during operation on the highway. The negligence of Lamb's Tire and Automotive has put both myself and my partner at risk of bodily harm multiple times.

  Business response

  06/23/2023

  first and foremost, my apologies to you and your partner.  I'm out on PTO but will send an email to the DM and store manager to find out what is going on.  As soon as i hear something i will get back to you.  

  Customer response

  06/23/2023

  Complaint: 20220420
  
  I am rejecting this response because I dont want the complaint to be closed without a final resolution. 
  
  Regards,
  
  *************************************

  Business response

  06/24/2023

  From what i understand, the DM has agreed on ** paying the rental bill and reimburse half of the purchase of the tires.  Please reply back if this was the agreement.  Lastly, I want to apologize for having to go through this.  

  Customer response

  06/26/2023

  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.
  
  Regards,
  
  *************************************

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my truck to this shop because the engine was not running properly. They told me it needed spark plugs and spark plug wires that were supposedly "arcing" so I had them perform the work in addition to a needed oil change. Subsequent to that the work done by them did not solve the problem. I was told it was a "timing chain issue" and it needed to be taken to the **** dealer for repairs to the "timing chain". I took the truck to the dealer whom diagnosed the problem as a much more severe issue as the engine needing to be replaced and not a "timing chain issue. Lambs Tire and Automotive charged me ****** that served no purpose whatsoever. I am glad to pay a diagnosis fee only but not ****** for what proved to be an incompetent diagnosis and attempted repair of my vehicle. I also have to pay the **** dealer for their competent diagnosis of the actual problem.

  Business response

  04/27/2023

  i'm sorry for the late response but the district manager has already refunded an amount that they both agreed on.  Please let me know if you have any questions.  If i need to supply the receipt for the refund please let me know.  

  Customer response

  05/05/2023

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my ***** 5, License No. ******* to Lamb's tire and ******************** at *************************************** because my car had a brake problem. Lamb's tire and automotive worked on my car from 10/12/22 to 10/15/22. I paid $2065.82 to have my car's brakes fixed. *** work done on my car is warranted for 12 months or ****** miles (which ever occurs first) according to the information they provided me (attached). My ***** 5 still qualifies for the warranty they offer because it is not yet past 12 months and because my ***** 5 is not yet ****** miles. *** brake problem on my ***** 5 is still there (the brake light still shows up on my dashboard and the brake pedal still feels like it is not working properly) and I paid $2065.82 to have the problem fixed. I have returned to ****** tire *************************************** telling them that the brake problem is still there and they have not fixed the problem. I want either my money back or to have the brakes issue fixed by Lamb's tire and automotive at ***************************************

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Lambs advised they would put a battery in my car first thing Monday if I towed it there on Saturday. This resulted in extra towing fees. Lambs made me pay $125 for a diagnostic test to tell me the battery was bad when it was already tested bad by ***** and AAA. No updates. Business lied about starting and working on the car. I know This because the app on my phone tells me when the car starts. All lies. Lambs kept my ******** DAYS to put a battery in. Once they FINALLY put the battery in, it would not start. They gave up and said they didnt know how to fix the car. I paid To have the car towed to a real repair shop. Lambs calls me: THEY DIDNT ATTACH MY BUMPER. The screws and other assembly items were just LEFT LAYING on the floor. Now Im paying another company to fix what they broke.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a lifetime wheel alignment contract in 2015 at this Lambs location.As if today morning, the shop refuses to honor this agreement saying they have new ownership.Is this remotely legal?

*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. ↩