ComplaintsforCascade Auto Center

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my truck into the shop to have it repaired and items were stolen from my vehicle. Items that cannot be replace. Hanging on the rear view mirror were the ashes of my father. I have reached out many times to this company for answers and I have gotten nothing but the run around. Finally I receive/He also told me that the shop has been broken into before and If I wante'. d to I should file a police report. I understand there is nothing that can be done to retrieve my missing items, I just wish the business had handled this with more care. This is an extremely hard time in my life and I didnt need to be accused of stealing my own property. A little compassion and ***** goes a long way. Their lack of accountability is appalling.

  

  Business response

  10/10/2023

  We are being accused of misplacing/losing/stealing a necklace with a small pendent on it containing ashes of a deceased loved one.  Specifically our technicians are being accused of this. 

  We were told the necklace was left hanging on the rear view mirror.  As of right now, we have asked all technicians and body shop estimators if they remember seeing this and/or had it.  So far the answer is no.  

  The car was here for a very long time due to parts delay.  At least 4 months.  ************************* (*******'s SO) came in during this time we were waiting for parts and requested to be let into the vehicle.  We did not ask why, as it is not our business.  However we are starting to think that perhaps ****** inadvertently grabbed this necklace and perhaps did not communicate that, or forgot.  

  We will continue to search for this missing personal item, and if we recover it we will let ******* know immediately.  On top of this, a refund is not possible because the insurance company waived the $1000 deductible.  

  We will continue to ask all employees that would have had contact with the vehicle if they have any memory of this.  

  We did advise ******* to file a police report in the off chance that the vehicle was broken into while in our care.  However it should be noted that during repairs, the vehicle was sublet to ******************* downtown for a few days and if theft did occur, it is possible it happened while vehicle was outside of our control.  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After a car accident I had my car towed to Cascade Body Shop, December 2022. All repair lots were full except theirs. They refused to look at my car to see if it would run till they were able to work on it, estimate of one month. I parked the car there for two weeks in the snow covered back lot. Talking with my brother I figured out the car might be drivable. The heater was working while I was waiting for a tow truck after the accident. Which means the radiator wasn't damaged. Only clips were broken on the left headlight. Left turn signal was placed in the back seat, plastic parts dragging on the ground. After calling them and letting them know I was going to stop by and pick up the car after I checked the water level in the radiator. They had placed two Zip ties on the broken left front panel so it wouldn't drag the ground. There was water in the radiator. The car started and I drove it off the lot. I let them know I was getting an estimate elsewhere. I never heard of or saw an estimate from Cascade. Meanwhile I arranged for service at Caliber Collision with a drop off date. Right after I notified my insurance, Safeco, with the drop off date Cascade called to say I had an appointment the day before *******'s and had ordered parts. I told them I didn't know about that, had not seen or signed an estimate for them to do repairs let alone order parts. Also Safeco never told me they had submitted an estimate, which means there was not an estimate filed with Safeco. Both ******* with Safeco and Cascade manager were pressuring me to have repairs done at Cascade, threatening to charge me for restocking fees for parts I didn't OK. All car repairs were done with Caliber and completed. Now an unitemized bill has come in the mail from Cascade Auto for $1032.65. I asked ******* with ****** and there was nothing submitted to the accident claim. I've been told they can't bill me for parts they ordered without my OK. I need help with resolving this. *****************

  

  Business response

  05/02/2023

  We will be refunding ************* her 20% restocking fee in the amount noted in her complaint.  ***** our body shop manager attempted contact with customer 5/2/23 at 10:22 AM and left a message.  

  Please note that we do not agree with the circumstances portrayed by **************

  Customer response

  05/06/2023

   
  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.
  
  Sincerely,
  
  *****************

  Customer response

  06/13/2023

  I thought the agreement was acknowledged and accepted on 5/6/23 that the would refund the bill they were sending me. They billed me again 6/9/2023.

  I did not sign an estimate at any time and did NOT tell them they could order parts. They did not contact me or the insurance company prior to their ordering parts for my car. Their manager did that on their own. They are responsible for any fees associated with it. I DO NOT OWE THEM MONEY!

  The insurance adjuster and Cascade were trying to pressure me into having work done there. I chose a different company to do the work for that reason. Any body shop car repairs I've had done require a signature on an estimate that has been reviewed in person then signed by the owner. THIS NEVER HAPPENED WITH CASCADE!

   

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

  

  Business response

  06/30/2023

  To whom it may concern 

  ***************** brought her car in, we thought we were going to do the repairs and ordered parts.  When ************* opted out of having repairs done here, we returned parts and sent ************* a restocking fee.  After learning this was incorrect, we paid restocking fee and moved on.  

  We accidently left the amount on ***************** account which triggered an automatic bill to be sent out.  This has been rectified, and ************* should be receiving no more invoices nor communication from Cascade Autocenter concerning this matter. 

   

   

  Customer response

  07/05/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently brought in my 2017 Subaru Impreza for complete tune up and a diagnostic/repair on thermostat. I was charged $1698.54 total. When I received my vehicle back I immediately noticed discrepancies in services actually provided and charges. My tire pressures were low prior to taking my vehicle in for service. After recieving my vehicle, the tire pressures read the exact same PSI. Proving that my tire rotation was not done as stated in my paperwork nor were the pressures checked. Their technician also overfilled my oil by 1 Quart, which can cause damage to the engine. They also did not call my warranty company for the repairs, instead *************************** brushed it off like he did not want to deal with the warranty company, when in fact the vehicle repair was covered under warranty for the repair needed, which would have saved me money. I drove my vehicle for a week before noticing my car is STILL experiencing the same issues as before and rough idling as well. I brought my vehicle into COLUMBIA BASIN AUTO REPAIR LLC for a second opinion from a different mechanic, and they diagnosed and fixed my issues right away. They also noticed the discrepancies listed above from my prior visit to CASCADE AUTO CENTER. When I called to report the discrepancies to the general manager of service, I was made to feel I was in the wrong for noticing these major issues.The manager of Cascade Subaru, wrote me a check that covered the diagnostic and thermostat repair. He offered to have me bring the vehicle in to make things right. Based on my prior experience, I will not be going back to them for any services or repair. I feel the resolution provided was not enough to make things right. Not only that, they could have potentially damaged my vehicle further after bringing it in for service. I was charged for services that I should not have been charged for, or could have been covered under warranty. Their malpractice worries me for other customers, their safety, and their vehicles.

  

  Business response

  02/13/2023

  **************** was at our service department on Feb 3rd, 2023 for maintenance/tune up service and also suspected a faulty thermostat due to the vehicle taking too long to warm up in the morning - "temp gauge is staying on the colder side and not heating up".  After diagnosing vehicle, technician determined thermostat was not inop and working as designed.  Customer requested change of thermostat regardless so we installed new one.

   

  We also performed a throttle body service to reduce build up of carbon in TB to address the rough idle concern.

   

  Technician stated tires were rotated, but per ****************' statement with the air pressure readings being the same I do not believe that was completed but cannot verify do to not having possession of vehicle.  

   

  Car then had same issues per **************** one week later, and independent shop out of area diagnosed over fill of oil which I cannot verify since concern was not addressed at my shop.  I believe they also diagnosed faulty thermostat but I did not field this call today, **** our service director did.  

   

  In an effort to make the customer happy, we attempted to explain the technician diagnoses on the thermostat however after today's interaction it is clear that the only way to satisfy at least in part ******************** complaint is to fully refund her services. Originally offered refund for thermostat, but after thinking about that offer it became clear that it was not sufficient for *****************  

  We are in the process of sending **************** a check for full amount of services performed on Feb. 3rd - please advise if any further action is needed.  

• Initial Complaint

  07/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  see Attached document

   

  Thursday, June 27, we - my wife and I - took our 2015 ****** Forester to Wenatchee’s Cascade Auto Center for routine maintenance.  While there, we got to talking with Leon Comeau who sold us our 2015 Forester,  and he started showing us a 2021 ******, and rather impulsively we decided to buy it.
  
    When we started talking trade-in values, I was shocked and insulted that they only offered $12,000 for our 2015 Forester, at which time the Sales Manager, whose name I can’t recall, came over and showed me what he said was the bluebook value of our Forester.  He did not show me the cover of the book nor did I ask to see the cover of the book. The book the Sales Manager offered up said the “Bluebook” trade-in value of our Forester was $12,000. Somewhat dejectedly, we purchased a car and traded in our old one.  
  
  When I got home, I was still having trouble believing our 2015 Forester was only worth $12,000 in a trade-in and started working on the computer to see what I could find out. I found in the Kelley Blue Book - long the “gold standard” for auto values - the average trade-in value for our Forester was in excess of $15,000.   On Friday, June 28,  I called up ****** and said let’s just make it a total cash deal, and we would take the old ****** back - they said no.
  When  they showed us the “blue book” value, they didn’t say the Kelley blue book -  they just said “bluebook”.
   I had my iPhone with me and probably could have eventually come up with the Kelley Blue Book,  but at 85,  I’m not very good at that stuff. (And our laptop is not working, so I’m typing one-fingered, on my phone.)
  
  All in all, I would say Cascade Autocenter was not very ethical in their transaction with us, but then, at our advanced ages, we should have learned you cannot trust a car salesman.
  
  **** * *** ***** ** ***** **** ******* *****
  

  

  Business response

  07/15/2021

  CUSTOMER WAS GIVEN MULTIPLE OPPORTUNITIES TO KEEP THE TRADE.  CURRENT KBB.COM TRADE IN VALUE IN FAIR CONDITION IS $13.9.  CUSTOMER HAD NOT COMPLETED 60K SERVICE, OFFERED HIM AND HIS WIFE 12,000 WHICH THEY ACCEPTED.  CUSTOMER STATED IN COMPLAINT THIS VALUE IS ACCURATE LESS 1400$ FOR 60K.  RICHARDS WIFE ADVISED HIM NUMEROUS TIMES TO KEEP THE TRADE AND HE WAS ADAMANT THAT THEY TRADE IT IN.  

  CUSTOMER ALSO STATED WE USE KBB FOR NEW CAR TRADE INS, I DO NOT KNOW WHAT THAT MEANS.  WE USE KBB FOR USED TRADE INS, DEDUCT ESTIMATED RECONDITIONING, AND PRESENT NUMBER TO CUSTOMER.  WE DO NOT FORCE TRADE INS, CUSTOMER WILLINGLY GAVE TRADE UP.  AGAIN - MULTIPLE OPPORTUNITIES TO KEEP CAR AND DECLINED.  

  HOPE THIS HELPS, THANK YOU FOR REACHING OUT.  PLEASE ADVISE IF ANY FURTHER ACTION IS NEEDED

  Customer response

  07/17/2021

  
  Complaint: ********
  
  I am rejecting this response because:Our car was in better than fair condition.  Some one "keyed" the drivers door.  A deep 10 inch scratch.  And the condition can ba attested to by when and for what they sold the car.  They did not suggest we keep the car.  Again they said the Blue Book"value was 12000.  And showed us that figure in a book.  And my call the next day to make it a cash deal was rejected.
  
  Sincerely,
  
  **** * *** *****

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