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:04/23/2025

  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 am writing to file a formal complaint against One Stop Auto Shop, regarding the unresolved issues with my 2015 Jeep Patriot after a repair. Despite multiple attempts to address the problem, the shop has failed to resolve the issue, leaving my vehicle unsafe to drive.On January 5th, 2020, I had my vehicle towed to One Stop for a broken CV axle. I paid $1,090.12 on January 9th for the replacement of the CV axle and two new tires. However, upon picking up my vehicle, I immediately noticed a loud clunking noise, traction control warning lights, and a loose, misaligned steering wheel. I contacted the shop and was told the car was fine to drive but needed further inspection.On January 14th, One Stop picked up the vehicle and returned it, stating it needed to go to Automotive Specialists. The following day, the vehicle was picked up again, but the issue persisted. By January 20th, I was quoted $138 for a sway bar kit, but the problem remained unresolved. I returned on January 24th, but the shop could not find the issue and again recommended taking it to Automotive Specialists, where no repairs were made.Throughout the process, I experienced unprofessional behavior from ****, a representative of the shop, who blocked my phone number after I expressed my frustration. The CV axle replacement is covered under warranty by ****, but the issue remains unresolved.I am requesting either a full refund of $1,090.12 or compensation for repairs at an independent facility. Given the failure to address the problem, I trust you will assist in resolving this matter.

  Customer Answer

  Date: 05/07/2025

  On January 5th my car was towed into OneStop. On January 6th they looked at the vehicle and called me, on January 9th was the first day I picked up my vehicle. I did not receive any documents about the warranty. I was told verbally that the CV axel was a NAPA part and it was covered under warranty.

  Business Response

  Date: 05/09/2025

  egarding complaint ******** I had retired in November 2023 and returned to work late February. **** is no longer employed here.
  
  This is the first I have heard of this complaint so am trying to piece everything together. I have left a voice mail with ***** *******.
  
  Just wondering how long I have to answer to this since I would like a chance to talk to her and put all of my info together to figure out the correct actions to take.
  
  ***** ******
  
  Manager
  
  #1 Stop Service Center & Towing

  Business Response

  Date: 05/13/2025

  I have returned as manager of #1 Stop Service Center &Towing as of February ******* after **** ****** resigned.
  I had first heard of this complaint after receiving a complaint filed with the BBB of Wisconsin on May 8, 2025 and tried to reach ***** by phone to discuss this.  She has not returned my call.
  It is my understanding that ***** has been stating there has been a noise since repair that our service tech was unable to recreate.  We towed free of charge three times to our shop to check this out.
  She was advised to take vehicle to Automotive Specialist and have them check for noise.  ****** a service tech at Automotive Specialist did take vehicle with ***** for a ride and no noise was heard.  She stated car should be checked when cold.  Appointment was set up for February 6, 2025 with Automotive Specialist which ***** did not show up for and without a call to reschedule.
  Her invoice for her 2015 Jeep Patriot includes Napa parts that if found to be defective carry a 2 year part and labor warranty.  The only paperwork needed would be the invoice received from #1 Stop Invoice #** dated 1/10/2025.
  The Invoice also has two new tires and totaling $258.56, an alignment $85.00 , tire mount and balance $50.00, Shop Supplies,$50.00, Haz Mat $5.00 Tire Disposal $10.00 and sales tax. Those items should not be in dispute and are part of the $1092.12

  Business Response

  Date: 05/16/2025

  I don't know of any mechanic that would try to diagnose a noise from a video. Mechanics take the car for a drive to try to hear what the customer is hearing, it helps to pinpoint the problem or area. It is not at all uncommon to ask the customer to come back if the issue remains. You were asked to come for an appt. with Automotive Specialist because the noise could not be heard on test drive and you said it would if it was cold.
  As far as video's remember I just returned to work on February 27th so have not seen nor heard any.
  We ask that you get an appointment at Automotive Specialist which is a trusted respectable shop and have them look at it. We will not just offer a blanket refund, the parts and labor are warranted for 2 years, any shop can replace those parts if they are faulty, all you need is your invoice from #1 Stop.
  It seems per your text with **** that you were happy with the vehicle on January 16, 2025, six days after picking it up from us.

  Sincerely,
  
  ***** ******
  Manager
  #1 Stop Service Center & Towing