ComplaintsforPhil's Service

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our fleet Truck was taken to Phils service on 08/11/2023 for a truck AC not blowing cold air. I was quoted $525.42 for a blower motor replacement, and that was a new motor they wanted to replace, then I receive another quote for $344.10 to replace another part then another $350.99 for program said part. The owner of the Mainscape then went to talk to the owner of Phils service, after them speaking to each other he said that he will have it blowing cold air this was on 9/19/23. On 9/22/2023 he was called to look at the truck and Phils service stated it needed another part for $750. Further repair was declined AC NOT FIXED. They did tell us it needs an electrical inspection which turned out to be not true for another $350. They told us the Truck needed XYZ then lied about needed more work.

  

  Business response

  09/25/2023

  We would like to note that at the time this vehicle had been dropped off, there were repairs performed to try and fix your concern that were performed incorrectly not to mention the fact that when the vehicle was dropped off several components were removed and not reinstalled. We were not only having to diagnose the concern, but we were also having to go behind someone elses incomplete work. Yesterday you wrote a review stating that you "took the truck to ************************************** in Temple and they fixed it for less than $205.00". We are confused though, because not only at the time that this review was written, but as of the time that this response is being written, we are still in possession of your vehicle, yet you state it was fixed by another facility? There were multiple issues with the vehicles A/C that were exasperated by the work performed prior to us servicing the vehicle. It is my understanding that ultimately the vehicle will need to have a pigtail replaced but after a national data base search, none of our parts venders (including dealerships) have access to just the pigtail. The only way we can get it is to buy the entire harness. The only way we can replace it at this point is to replace the entire harness. We could purchase the entire harness and cut and splice only the component necessary but the the Technical Service Bulletin (TSB) which pertains to your vehicle suggest replacing the entire harness. Regardless the work performed would have had to be done regardless where you would have taken the vehicle and the blower is now responding however; the harness needs to be replaced as well to ensure proper as well as consistent functionality.  We tried to reach out to you this morning to discuss the matter, but were unable to get ahold of you. Our Service Manager did leave you a voicemail to call use back. Please give us a call so we can try to resolve the matter.

  Customer response

  09/25/2023

  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.
  We just don't care anymore; the trucks paperwork was taken took ********************* not the truck itself. We will advise anyone to not take car here including our Partner's on *********. We will pick our truck up have ***** fix it the right way and not rip us off this is a horrible shop. They stole $1,887.77 and they say incomplete work, and they are ASE certified but I'm out $1,887.77 and still no working A/c. 
  Regards,

  *************************;
  
  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my wife's car here on 11/14/22 for a steering/suspension inspection and paid $70 they told me all that was needed was the replacement of three rims two new tires and an alignment so I went and took my car to another place to have three new rims put on and two new tires and took the vehicle back to Phils Service to have an alignment done on 11/18/22. They then told me they would not be able to do the alignment because the rack and pinion assembly needed to be replaced and it would cost over $2000 to get done. I was upset and confused because they told me all that needed to be done was three new rims and two new tires plus the alignment after asking for a refund back for the inspection I purchased because they had not told me about this other problem they refused. I put $600 worth of repairs into getting the two new tires and three new rims because that was what they told me needed to be done.

  

  Business response

  11/28/2022

  The wheels and tires were necessary to replace!   Because, of the severe damage you caused to this vehicle, a test drive was unsafe for us to perform, making the rack and pinion unnoticeable at the time of inspection.
   It appears you feel that only one problem should exist per collision. That is not always the case.  We did not break your car, you did!!! Further, unwarranted complaints will not fix your car! Certainly, we have no obligation to fix it for free.
  

  Customer response

  12/04/2022

  Complaint: 18441751
  
  I am rejecting this response because:

  This seems to be a new excuse that I am being told. I as the paying customer if the inspection was unable to be completed fully should have been told this information. Its unprofessional for me to be told this now that Ive gonna the extra mile to leave a complaint to then be told that the inspection was unable to be completed fully and the car was to unsafe to have a test drive done on it. I was not told this the day the inspection was done.
  
  Regards,
  
  ***************************

  

  Business response

  12/05/2022

  Attached are just a few Pics of your cars,driver side wheels. We also have recorded copies of the pugnacious way you and, your spouse addressed my employees over the phone. I have your signatures of your card slip, estimate, and invoice. All of which proves that we were in commutation with you and, at first, you agreed of the work we performed. None of our explanations have changed! It is not our fault you recked your car!!! We used equipment worth approximately $100,000 and, provided a ASE certified technician to perform the correct diagnose. When you first came in, your car was too unsafe to test drive. The pictures of the wheels show the damage you did to your ********, you did need wheels. FOR A START!!! Obviously, your mechanical aptitude is even less than your driving skills. We offered you competent, & skilled craftsmanship but, because you didn't like your situation you chose to blame us!   You are not the only ones to blame others for your own lac of Ineptitude your nasty reviews only show your true colors and, despite what you are trying to say, the fact is we are a credible business, well liked through the community with many satisfied customers. 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in because my AC was not cooling. They called me a few days later and said car was ready and they told me to bring it back on 7 to 10 days to check their service. I called them back around that time frame and spoke with **** to tell her I had been sick and I wasn't able to bring it in at that time but o am having some issues. I told her I could not change the temp in my car and my heater is no longer working. She said it was fine that I could not bring it in right now just bring it when I can. So due to my illness, I called them a few months later to see if I could bring it in so they could check their work. This was supposed to be a free service. They tried to charge me for the diagnostic and the conversation got heated and I asked to speak to t he owner. He calls me later that day and I explained to him the problem. He was very condescending and began lying about the conversation that we were having. My sister witnessed both conversations. So he told me to come pick up my car because he said that I said," no matter the conclusion. I was not going to be happy". That's a lie. He said the conversation was being recorded. I said great cuz my lawyer will probably need the recording. I actually said let's run the diagnostic test but I will only speak to ****. Then he started making up more things that I had said. He tried accusee of not know if my heater was working prior to bringing it in. He alede if ran my heater in 100 degree weather? Then the conversation got heated. I told when I get off work in the mornings, I'm a little cool so I will run my heater but I cant run my defrost either. He told me to pick up my car and hung up. I picked up my car the next day and **** basically said that my heater not working now and my climate control not working was a coincidence. I recorded the conversation with her. She was not working when I had the conversation with the manager or the owner. He told her I refused the free diagnostic.that's a lie. Cost over $1300.

  

  Business response

  10/21/2022

  Please read this true and accurate report of customers complaint.Note, documents and phone recordings are available to support the true and accurate history of this issue.
  
  Customer originally brought the vehicle in complaining the air Conditioning was not working. Claiming, it was just blowing hot. The customer further explained, the a/c system was replaced, in 2019 and, while taking it back to the original repair shop to address the issue, they replaced something for around $600 but she did not know what it was. After being replaced the a/c seemed to work for a while then it failed again. That shop then advised a new a/c kit was needed. that's when customer brought it to our shop for a second opinion. 
  
  Our technician found that the evaporator core had a leak, and it was replaced.
  
  After the evaporator core was replaced the a/c was tested and, worked as normal. 
  
  Customer picked the vehicle up May 27 after initial repair.Customer called back on June 10 and told us the heater would not work. We requested to bring the vehicle in at customers earliest convenience. Customer requested to bring the vehicle in on Tuesday May 14th for an 8am drop off. We agreed.
  
  On Tuesday the 14th of May we received a call from the customer at ******* telling us their vehicle would get it in later that day and if not, customer would give us a call.
  
  On Wednesday October 5, Customer called again stating the a/c was working but the heater was not and, asked to drop it off the next morning.Customer asked if should be charged for the visit and was told that we would double check our work, at no charge.
  
  On Thursday October 6 customer dropped the vehicle off to have our work checked.  Stating the a/c blows cold but only on defrost. 
  
  Our Service manager called customer back at (4:19 pm on the 6th of Oct) informing,customer the evaporator core and, the a/c system repair was in good working order. This was the repair we had performed, but we discovered an issue with the heater.
  Please note: Customer was informed this issue was not part of the initial concern, or repair performed by us and, we would have to go further with an inspection to find the problem.
  immediately the customer accused us of braking her car and, stated we were trying to get one over on her because of gender and, race. Demanded to get our corporate number. Customer, eventually asked to have the owner call her back.
  
  On October 6, 2022, at 5:10 pm the customer was called back and,all concerns were herd.   While attempting to explain our work was reinspected and performed properly. The issue with the heater is a separate matter. It was further explained, to fix the heater issue,an inspection is required for a repair.
  As a courtesy we would perform, this inspection, at no additional charge to get answers back.
  
  The customer then stated we damaged other components within her system and asked us why after running a diagnosis did we not catch everything. We again attempted to explain, when it initially came in it was for a a/c concern and now it was coming in for a heater concern. 
  
  Customer, stated for $1,300 dollars everything should have been fixed and, we were just trying to get one over on her because of gender and,race.  
  After allowing customer insults and hollering, for quite some time Customer was told, "it does not appear as though anything we say to you is going to be to your satisfaction. Customer agreed.
  
  At that time, customer was informed of the national warranty, and it would likely be best to take the vehicle to another shop within there, network.Get another opinion if any of our work performed on the vehicle has failed, within the warranty period it would be taken care of.
       The customer immediately called us liars, our response was we could not waste with our time unsupported arguments. Customer was also informed;all calls were recorded. Customer then requested the recordings be sent to her attorney. informed her at that point when legal action was threatened, we could no longer speak to her directly and that her vehicle would be put back together and available for pickup in morning.  We are now waiting for her attorney to contact our attorney.                                            

  Customer response

  10/25/2022

  Complaint: 18187295
  
  I am rejecting this response because: due to the lack of integrity by the owner of the company , there were incorrect statements and information in the business's response* I am unsure how BBB handles misinformation, but if I could possibly get a refund so that I *** get my car repaired properly* He stated my ac is working properly and it is not* My climate control does not work* He stated my heater is a new concern which is correct because it was working prior to me bringing to ****'s and now it doesn't* He stated that *** ac was working but only through the defrost which is incorrect* My defrost also no longer works since I brought it go Phil's * If  I had these issues prior to ****'s, I would have asked that these things be checked also but I didn't ask to check them because they were already working* He stated that I said for $1300, these things should have been repaired and that is also not true* I  Said these things should have been checked* I was informed that with the initial check any other issues with my unit would have codes pop up* If they didn't give a code then there was no issue, which means these issues occurred after they "repaired " the ac* So now I have more issues than I started with which means I have to take it somewhere else to get my new issues addressed which are my climate control, my defrost and my heater which will cost more money on top of the $1300 I was charged ****'s incomplete work due to their negligence and unprofessionalism and lack of integrity* When I picked up my car I was also told that these new issues are coincidences * Which is recorded* The document that was presented with ****'s initial statement,  I do not have* So I'm not sure when that was generated because I asked for all information and ducument on my account which I submitted to the BBB in my initial message*
  
  Regards,
  
  *******************

  

  Business response

  10/26/2022

  No further action will be takin by us with this customers concerns! Our services were completed properly, the issue was rechecked, the customer was told of the warrantee, which is good all over the nation. Customer has the ability to have our work checked by one of ****** other shops in the US which backs our warrantee. The first letter we sent. Acknowledge customer concerns, we stated the facts, without being emotional The customer was never lied to, All the facts were presented to the customer prior to her complaint to the ********************! Customer is presenting a new problem with her car, months after the repair was complete, expecting us to fix it free of charge. 
    

  Customer response

  10/26/2022

  Complaint: 18187295
  
  I am rejecting this response because: my initial issue was nit completely fixed if I can't control my climate in the car because all I car all I have is cold. My temp can no longer be adjusted. All of these issues are not a coincidence and further more, I never said anything about race in my complaint or on any call that i made to the company. Again lies! See these shops pretend to fix things and do other things so people will continue to bring the car back and the shops can continue to charge and this is a very popular tact played on women. When does this end! Women can't trust some of these shops for this reason and this is a disgrace!
  
  Regards,
  
  *******************

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is June 13th 2022 I took my vehicle to Phils approximately 2 weeks ago for a simple front end alignment after having a front lift installed. I used my car for work have not and still cannot work. Before the lift and after the lift my Jeep drove smooth, perfect again I drive for a living I would know it wasnt until after I took my car to Phils that my steering wheel became uncentered and my Jeep DRASTICALLY pulls to the side. This is beyond dangerous. In the beginning they wanted to point fingers at everything except the obvious misalignment. Two technicians have driven my Jeep and both saw how bad its pulling to the right. On the 4th show up they switched the tires they swore was causing it to pull somehow manipulated me into believing that it was indeed the tires bc the Jeep was then pulling left he MADE that Jeep pull left my Jeep is pulling to the right bad. They know I have kids that ride in that vehicle, they know of my occupation and they are aware that my vehicle is in worse condition than it was when I first took it too then but their pride is so big that when you maturely mention the last thing you want to do is have to turn it into a legal matter they tell you to have a nice day and that there is nothing else they can do for you bc they dont believe someone would really take the time and money to push the issue. I was basically robbed and stuck in a situation where I couldve been refunded. They wanted to keep offering to fix what theyve failed to do in the last 4 visits. I just threw 90 dollars away. Its not right. My tires have been looked at by ******* who they enviously discredited for agreeing that my tires were in good condition this isnt good business.

  

  Business response

  06/17/2022

  a more accurate description of the events as as follows: 

  Originally came in for a drop off alignment on 5/31/22 because she had a 2.5" lift installed at another shop who told her she was going to need an alignment. Vehicle rolled same day.
  - Vehicle was aligned though it was noted that her tires were not in great shape (low / uneven tread). Customer was advised at this time that in order to get the alignment in spec correctly, she would need new tires. She told us that she was ordering new wheels and tires but they were on backorder.  
  - Vehicle came back in 6/3/22 (Friday) and stated that vehicle was pulling to the right and that she had a vibration present. Steering wheel was slightly off and it was realigned to straighten that out. The technician also found that the tire that was in the right rear was very low (about 20 psi). Upon further inspection the technician found that it was losing air from a previous plug repair. We informed the customer and let her know yet again that the vehicle was going to need tires and again she stated that she was not going to buy any as she was waiting for her back ordered tires. She also stated that that tire has been leaking for quite some time and that it has never gave her issues before. (Vehicle was dropped off Friday 6/3, finished Tuesday 6/7 and rolled the morning of 6/8).
  - Last visit to our shop was 6/10/22. Came in because the vehicle was still pulling to the right. Alignment was checked and was still in spec. Again the customer was informed about the tires needing to be replaced yet again as they have outside tread wear as well as a failed plug repair, to which the customer again refused replacement. We performed a cross rotation and our service manager went for a test drive with the customer. During the test drive at a safe location the manager let go of the steering wheel and the vehicle pulled to the left (against the crown of the road). We explained to the customer about a radial pull and she at that time agreed with the findings.

  Please note some of my staff was admonished for all the unpaid extra service given to this customer. The fact is the customer came in for an alignment and got an alignment. Customer was told the tires would have to be replaced in order to take out the pull that was complained about. No one manipulated customer, and we should not of given free *********************** "Tire Rotation and test drive to prove our diagnoses"!  If the customer believes a ******* employee is more knowledgeable than our ASE Certified Technician. THAT IS HER PROGATIVE!!!!    

  Customer response

  06/20/2022

  Complaint: 17421493
  
  I am rejecting this response because:
  
  Regards,
  
  *******************************

  what is crazy is how they are trying to use the her word against ours technique which is extremely professional, alone with this response I have attached a picture of my receipt before the alignment after I had gotten my tires balanced and rotated and after the alignment when they started pointing and blaming everything on the lift and tires I went AGAIN and got my tires checked because I was really about to buy new tires until the certified technicians at ******* insisted that my tires werent brand new, no but still had PLENTY of life left in them. I acknowledged to them what Phils said about my tires I told them my Jeep was NOT pulling before or after the lift but instead only after I got the alignment I went into that place and they made my Jeep worse and ita pride thats keeping them from getting it right. Every single time they put hands BACK on my vehicle was AFTER they test drive it and AGREED it was pulling yet blamin it on the tires so the extra work was them trying to fix their mistake that they didnt realize until conflict appeared. The boss told me that because of my rough country lift I would need the specs from rough country bc the specs they used were for STOCK lift.literally admitting they did it wrong so Im completely clueless to how this has become the fault of my tires again after theyve already admitted to me that the specs they used werent appropriate for the lift that they were well aware I had on my Jeep. The boss belittled ******* employees after they gave my tires the green light and told me to have a nice day after I told them Ive missed 2 weeks of work and eventually things would have to turn legal if it cant be fixed I have them people 90 dollars, Im out of work bills are coming back up and theres no way its fair or legal  that they can just leave a customer down and out like this. Its not right and its not good business. Its pride thats keeping them from doing the right thing.

  

  Business response

  06/22/2022

  Thank you for attaching your receipts; Please note, these receipts do not mention the plug in your tire, nor does it mention tread separation, not even, tread ***** or the uneven treadwear!!!!! All, very important issue in considering the life of a tire. These issues were noted and reported to you by our shop, both verbally and on our invoice. Our technician who worked, on your car has a certification Number, it is 1934-1909. He has worked for us for over 4 years. Please, let me know what the number of your certified Technician is. I may launch a complaint.
  Once again,YOUR TIRES ARE BAD!!!! Note, the second alignment check, the tire rotation and the second test drive were given to you free of charge. This complementary service was given to you to be fair and, show you, YOUR TIRES ARE BAD!!!!!! 
  My general manager explained to you, the technician may have missed the specification for an aftermarket lift kit, which you had installed prior to the alignment. You do not have a stock lift. Why you said your stock lift kit in this complaint shows,how out of touch with reality you are! If only you would have paid attention,the manager was not admitting blame, he was only extending courtesy!  We checked again and found positively; these were not the issue of your pulling complaint by our service.  Your tires are bad!!!!!!
  Attached are your alignment specifications These specifications were analyzed by our Hunter Hawkeye Alignment Machine. This Machine is about 3 years old, worth approximately $90,000, just certified and, updated by Hunter a couple weeks prior. Your Work was completed by an ASE certified technician. The alignment left in specification.  
  In a nutshell, you received approximately $200 worth of work for under $90. We went over and above doing you right! You are refusing to believe the facts! It is your right to take this matter to court.

  Personally, it was upsetting to hear you were out of work. Perhaps, you may consider good ethics with your next Job.

  Customer response

  06/22/2022

  Complaint: 17421493
  
  I am rejecting this response because:

  
  

  First offnobody told the staff to take tires off and rotate them to prove a point that was not even proven. YOU guys insisted on takin the wheels off and rotating them that had NOTHING to do with me. I simply asked that my car get aligned correctly or to atleast be given back in the condition it was in when I dropped it off. My steering wheel is still NOT centered and slightly shifted to the right. This is my last response because you guys already admitted to having the specs wrong and yall failed to correct them literally admitted that yall needed the rough country specs yet yall used the stock specs. It wasnt until for the last time things got heated that yall brung up the fact the specs were wrong. All that yall are trying to put on my tires is for the birds my vehicle had no issues with alignment or pulling until after yall put your hands on it and thats that. You guys are unprofessional and borderline criminal. This isnt just dangerous but robbery. I hope the 90 dollars helps you guys sleep better at night. My tires nor lift got anything to do with the fact my car is pulling that hard. If it was my tires as yall said once you rotated the bad tires and put them on the opposite side according to yall if my vehicle started to pull to the left instead of right it would in fact be my tires but its crazy that it still only pulls to the right. You guys know yall are wrong and you guys know that yall are full of it. Attorneys general office is next. You guys dont have to fix your mistakes thats fine but I will do what I have to do whether I get the results I want or not. This could easily be settled but instead somehow someone is letting yall get away with bad business. 

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

• Initial Complaint

  09/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My name is *********************, and I am filing a complaint against Phil's Service located at *********************************************************************. Reasons for filing against this business are as follows. In October of 2020, I purchased a 2017 Volkswagon Golf Tsi from *************************************** in *******. ************* was included with the warranty attached to car. Also purchased full coverage insurance through USAA. My radiator malfunctioned and caused damage to other parts of the car, including the front right wheel. Upon delivery of vehicle to Phils, they said that the car looked as if it had been in an accident, which it had not been, resulting in a refusal of repairs, stating that the warranty only covers malfunctions, not accidents. The car is still at ********* and they are charging me storage fees. My warranty clearly covers the scope of repairs necessary and I'm not only missing out on income without my vehicle, my quality of life has taken a downturn.

  

  Business response

  09/17/2021

   Dear Complaint, are you complaining about us simply because,we will not lie to your warranty people???? A radiator malfunction will notcause a tire to blow out. Or create a hole in your oil pan, Ext.
  We do not lie about repairs needed. That is not how we dobusiness!   Your refusal of repairs from your warranty people,is not our responsibility. Further, records show, on numerous occasions weexplained this matter to you. The warranty people explained this to you aswell.    
  We do not preform repairs unless authorized. You did not authorizeany repairs, beyond the original estimate. Your vehicle has been in our shop forsome time now, taking up most valuable space. In the estimate it clearly statesyou will be charged storage fees if vehicles services have not been paid forin no longer than a 2-day period from work performed or denied. Said vehicle willbe subject to a $25 per day storage fees. Along with this disclaimer beingposted on our wall, our records show you have been verbally warned of thismatter on August 29th as wall as September 7.  
  We are truly sorry for your misfortune, perhaps yourinsurance will help in this matter they deal in damaged parts. However, thethought you would complain about our business simply because we will not givemisinformation, is ********!
  *** Phillips
  Owner   us why here...

  Customer response

  09/20/2021

  Complaint: 15873222
  
  I am rejecting this response because:
  
  Regards,
  
  ********************* because my car has not been in no car wreck ever so yes you are telling a lie my car has no Scratches or dings and if it does have any of that its from the auto company but again my car is never been in a wreck hello matter what you think when they say youre not gonna tell me what time to what

  

  Business response

  09/22/2021

  you requested us to give you an estimate of the cost, to repair your vehicle. You further, we requested us to talk to your warranty company and, ask them to pay for the repairs. The warranty company denied responsibility to these repairs.  To date, you haven't  paid for the towing of your vehicle or the initial estimate. Storage fee's have accumulated to the point, we are about to put a mechanics lien on your vehicle! your incoherent, untruthful complaint will not save you from your responsibilities. If you do not pay your **** by the end of today I will start process on a lien of your vehicle.

  *** Phillips

  Owner

  Customer response

  09/22/2021

  Complaint: 15873222
  
  I am rejecting this response because:
  
  Regards,
  
  ********************* you can go head cause Im look into to Attorneys because you have lied and said that my car has been wrecked when theyve had not been in a wreck whatsoever so thats why the warranty had a knife to repair my car because of the latitude acid and it would have been wrecked and they do record calls so we have got on the phone saying how the car has been wrecked when it not been in any type of wreck thank you an have a nice day

*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. ↩