ComplaintsforAuto Select, Inc.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/21/2024 was the date of service. This is in general response to Auto Select ********* West deleting my online review of my experience with their company as an effort to hide dishonest dealings with the general public. I feel strongly enough about the negative way business was conducted that formal documentation should be noted. Mainly, my property that I didnt authorize to be disposed of was disposed of and also unauthorized damage my old Kumho tire. The property is a steel spare rim. The Kumho tire was knifed in the sidewall of the tire by the company. I didnt authorize this. I intended to have this tire as my spare tire moving forward. I believe this confusion occurred because I asked for my aluminum stock rim that was damaged during the process of my flat tire to be disposed of by the company. I wanted my steel spare returned to me. Additionally, poor communication and general lack of communication from staff member ******* related to other service that requested (oil-change) and ultimately not performed. I wasnt notified about the non-performance of this service. Also after the service (on 3/25/24) ******* informed me that this tire could of been warrantied and potentially saved my the cost of replacement and the service. I just felt overall this company operated in a manner that didnt have my best interests in mind. Further, rude treatment and a general lack of a solutions-based approach from manager **** was experienced. The unauthorized disposal of my property ( the spare rim) and unauthorized damage to the old tire is the a biggest part of the frustration and my argument for damages. To clarify, the company knifed the sidewall of the old Kumho tire, causing permanent damage to the tire. I intended to have this as my spare tire if a future emergency situation occurred.I gave them no permission to perform to knife this hole in the tire I want my spare steel rim and damaged tire replaced by the company.

  

  Business response

  03/27/2024

  This complaint comes to us as a surprise as we went above and beyond to assist the client in their time of need. 
  Mr *****************;had called earlier in the day on March 20th, 2024 and was trying to get in immediately for a tire replacement. Due to limited availability, he was scheduled for an afternoon appointment. He described the tire's size, brand, and model, and we ordered one so it would be here at the scheduled appointment. 
  At 4:27 p.m., Mr *****************;arrived and requested to have the rear left tire replaced. Upon initial inspection, we immediately verified that the lug nuts were all very loose on the left rear wheel. (The wheel was observed falling outward, almost falling off the vehicle) Driving on the loose wheel for an unknown amount of time had caused damage to the rim at the lug holes on the wheel. All the lug holes were oval-shaped and no longer circular. The wheel studs were also damaged. We repaired them at the time of service at no cost. The tire also had a large bulge on the outside sidewall, deeming the tire unsafe for use. 
  We notified the client that the rim was not usable due to the amount of damage on the wheel. We offered to find the client a used replacement wheel. By this time, it was close to 5:00 PM, and all local salvaged yards were closed. Mr *****************;asked what could be done to get him home that night. We offered to mount the new tire on his original spare wheel. The spare wheel and tire were 22 years old and not in a safe condition to drive on due to age and large cracking on the tire. We dismounted the tire and spent a considerable amount of time cleaning the rusted original wheel to make it temporarily usable. We notified **************************** that this was only a very temporary solution and to return the following business day to mount the recently purchased tire to the replacement aluminum wheel. He asked if we could also perform an oil change at this time, unfortunately, this was not possible due to the time it took to clean and resurface the original steel wheel and repair the damaged wheel studs. 
  The employee, *******, offered to return his *************, which had a very recent date code and looked to have been recently purchased. He thought Mr *****************;could take the tire to the original seller and thus not have to pay disposal. He replied, Yes, and it was a good idea. We disposed of the corroded spare wheel and the original spare tire. We placed the damaged aluminum wheel and the damaged ************* in the bed of the truck. Mr *****************;left after the service was performed and never expressed any problems, questions, or concerns at that time. The client then texted us on 3/25/2024 at 11:22 am asking for his original spare wheel, which was rusted and not usable. We explained to him that it was damaged and unusable for future use and had already been discarded. The tire was never punctured or knifed as he stated. We reviewed our surveillance, and there was no misconduct.
  In conclusion, we performed all the necessary repairs for this tire replacement service. We did not charge the client for the driving time to retrieve the used wheel or for the excess time spent cleaning the old spare wheel and wheel studs, and we took great initiative to get the client back on the road quickly and safely. All in all, we believe this complaint to be unfair and not justified for what actually occurred during this process. 
  
  Please feel free to contact us directly to discuss these concerns further. We look forward to promptly resolving this matter. 
  Thank you for your understanding and cooperation. 
  
  Sincerely, 
  
  
  ********************;
  General Manager 
  Auto Select

  Customer response

  03/27/2024

  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.
  
  Youve admitted old tire came in with a bulge. Upon inspection of leaving your shop the tire was punctured at this bulge. I didnt authorize this. I didnt authorize the disposal of the steel spare rim. I want them replaced by your company. I wanted the aluminum rim scrapped. 
  

  Speaking on my behalf in literal quotes is unreasonable. Its inflammatory and I am viewing that action as future effort to defame. 

  Why was my review of your company removed?

  They contain material facts. You are hiding these unauthorized service actions from the general public. 

  I wasnt notified about the oil change not being performed on either of my visits.
  

  Why is this being ignored by your company?

  Simple communication goes a long way to customer satisfaction and is the basis of a fiduciary business practices.

  I find it reasonable to provide the camera footage to the BBB and myself during the repairs to back up your claim that it wasnt punctured by your staff. 
  

  My rim will need to be replaced if youve disposed of it and my old tire replaced. Your staff did puncture this tire at the bulge.

  I am specifically requesting answers to these questions. 
  

  - why was my review of your company removed? 
  

  - why wasnt I informed my oil change wasnt performed? 
  

  furnish video footage for purposes of review and resolution if you feel that strongly about your position. 

   

  [Please type your response here.]
  
  Regards,
  
  *********************************

  

  Business response

  03/29/2024

  Mr. *****************;specifically requested answers to these questions in his previous correspondence.
  
  1. Why was my review of your company removed?
  We do not have any knowledge of any review posted (or removed) 
  
  2. Why wasnt I informed my oil change wasnt performed? 
  As discussed during the check-in, we acknowledged the time constraints regarding the add-on oil change service with ****************************. We apologize for any confusion or inconvenience this may have caused, but **************************** was not charged for an oil change. 
  
  3. Furnish video footage for purposes of review and resolution if you feel that strongly about your position.
  We do not know why **************************** suspects we punctured his tire. No tire was punctured during the service at our shop. We reviewed the video footage to verify again that there was no misconduct. We dont have any way to extract the video footage to provide. 
  
  Finally, We contacted the metal/scrap recycling person, and they brought the steel rim back to the shop yesterday. We now have the original spare steel rim and spare tire, neither of which are safe for road use due to the severe corrosion on the rim and severe dry cracking of the 22-year-old tire. I have attached pictures of the tire and rim's condition for review. We would be happy to drop these off at Mr. ************* home if he so chooses.
  
  Our commitment to customer satisfaction remains unwavering, and we are dedicated to resolving any outstanding issues. Should you have any further questions or concerns, please do not hesitate to contact us directly to discuss further. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  diagnosed my car with a head gasket issue went to another shop and was told that information wasnt true. left a review on their business showing proof of the two receipts and how my car was taken between the two shops less than 500 miles inbetween. Would not take accountability for the scam they performed on me and they treated me with much disrespect and lied to me. wouldnt even discuss the head gasket issue just said my car was highly neglected which isnt true because if it was why would i take it to a shop or even two shops like i had done and spent over 2000 dollars repairing which is shown in the receipts given on the review.

  

  Business response

  03/19/2024

  In response to this complaint, we feel it is essential to see this experience in its totality to understand the nature of the claim and claimant.
  
  On 3/18, we received a ****** review from the complainant with attachments as follows: 
  
  Took my car here a little over a month ago for an engine diagnostic took half a week for them to even get to my car. The people on the phone were not nice with my at all. Was told my car had a leaking head gasket. I asked if they had checked out my misfire (my check engine light was on from that) and was told by the front desk it wasnt even looked at. Took my car to a different shop not even 500 miles later and was told my car had no head gasket issues. WOULD NOT RECCOMEND THIS SHOP TO ANYONE! 
  
  On 3/18, we responded to this ****** review with the following:
  
  We take every repair and review very seriously, the facts speak for themselves.
  
  This very neglected vehicle came in on a busy Friday with the request to only confirm your statement of Was told my car had a leaking head gasket. At that time, we were informed of and noted numerous issues you wanted us to ignore, including check engine light, as you didnt want to pay for further diagnostics if the head gasket was leaking. We explained diagnostics would not be performed till midday Monday as we are closed over the weekend. We performed the diagnostics midday Monday as promised. It is very misleading to make the statement took half a week for them to even get to my car when it really was looked at the very next business day! It is also very misleading to state was told by the front desk it wasnt even looked at in response to your call early Monday morning when you were informed again that we would be looking at it midday. Late Monday when you returned with your father alleging you were treated poorly by staff and that we hadnt looked at your vehicle, we refuted all your claims with documented facts. You were misleading him as well!
  
  Multiple diagnostics tests were performed, visual interpretations made, we confirmed the heavy presence of exhaust in the coolant, informed you of the results, and made our recommendations. Based on your own statement from another repair facility Was told my car had a leaking head gasket and our positive combustion leak test results (checks for exhaust gassed in the cooling system), we agreed. No further diagnostics or repairs were completed per your request.
  
  Your attached documents showing $2189 in repairs by another facility further supports the neglected state at which this vehicle was brought in, and further shows additional repairs still needed. These likely would have been the same items we may have found but were directed not to look into.
  
  Again on 3/18 :   
  We received an additional 1-star ****** review from ************************* (aka.  *************************, **********************************, ********************************) whom we have no record of any interaction.  We can only assume this to be the mother of the complainant.
  
  Lastly, on 3/18, the BBB complaint was as follows:
  diagnosed my car with a head gasket issue, went to another shop, and was told that information wasnt true. Left a review on their business showing proof of the two receipts and how my car was taken between the two shops less than 500 miles in between. Would not take accountability for the scam they performed on me and they treated me with much disrespect and lied to me. wouldnt even discuss the head gasket issue just said my car was highly neglected which isnt true because if it was why would i take it to a shop or even two shops like i had done and spent over 2000 dollars repairing which is shown in the receipts given on the review.
  
  The experience as we witnessed and documented:
  
  This claimant brought her vehicle to us on 1/26/2024 at approx. 9:30 am verbalizing numerous pre-existing conditions, which the service writer documented on the repair order below the CLIENT REQUESTS heading, explained the charges for the various diagnostic services, and the time frame at which we would be performing those services.  It was made very clear that we were not open on weekends and that we would be looking at the vehicle midday on 1/29/2024, our next business day.  This was also documented by the service writer in the upper left corner of the technician's copy as a direction for the assigned technicians scheduling purpose.
  
  On the morning of 1/29/2024, the claimant contacted our facility inquiring about the status of her vehicle repairs and was informed that it had not been looked at quite yet and that it was scheduled to be looked at later that day.  At this time, the customer became very angered, made derogatory remarks about the service writer she dealt with on 1/26/2024, claimed that she was told we would be diagnosing her vehicle on 1/26/2024, and that she expected a call back the same day she dropped the vehicle off.  It was again explained that we would be looking at it yet on 1/29/2024 and would have a full break down on recommended services.  It was at this point that the claimant exclaimed that she wanted us to only confirm the leaking head gasket that she had been told of by an unknown party.
  
  Later, on the morning of 1/29/2024, ************** performed a diagnostic engine scan, visually inspected the engine exterior, and then performed an engine block combustion leak test.  After confirming the presence of exhaust gases in the vehicle coolant system, the determination of a likely head gasket failure was made with a recommendation of replacing other needed components to be determined during the repair process.  A call was placed to the claimant with the inspection results, at which time she stated she was not going to proceed with repairs and would pick her vehicle up later that day.
  
  Finally, towards the end of business day on 1/29/2024, the claimant and her father, whom we had no record of any interaction with, arrived and made defamatory allegations regarding her experience. We explained a brief timeline of events to the father and that the claimant had not been entirely truthful in reciting accurate and factual information throughout the experience.
  
  In Conclusion:
  The vehicle was in a neglected state upon arrival based on the numerous documented client concerns listed upon intake.  This was substantiated, as the claimant had significant repairs totaling $2189 at ****************** of ******* that documented many other [Recommendations] that will likely double that of the already performed repairs.  None of the ************** repairs or further recommendations were confirmed by Auto Select, as the claimant only wanted to confirm the leaking head gasket.  Additionally, the claimant nor ****************** of ******* made any representation that any further diagnostics, confirmation, or repairs for a leaking head gasket were ever performed. 
  Auto Select performed diagnostic services that were approved by the client. All repairs were declined at that time.
  
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $833.24 Maintenance and Brake Job Brake job was unsuccessful. Tried to reach out about the bad job. Was told to come in and have it looked at. They asked me to buy another brake job. Skeptical about maintenance job. Doesn't look like anything was done. I'd like a refund.Was taunted and insulted by store cashier and called a racial slur.

  

  Business response

  11/07/2023

  The customer complaint is incorrect.  We offer a 3 year, ****** mile warranty on all of our repairs, and we told ******** that when he brought this to our attention. He declined to take our offer to inspect his brakes at no charge, and proceeded to leave without us looking over the repair. Upon notification of this complaint, we reached out to ******** again to come back in for us to look at his issue, and he scheduled a time to come in, but never showed up, and has since not responded to our attempts to reach him. We also would never use racial slurs. We are a highly reputable company. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 11th 2023, I brought my van into Auto Select in ******* ** for a full service oil change and tire rotation. Upon picking it up and looking over the service report I noticed that they said they wiper blades were good. My rear blade had not been changed out and was still left with a bad blade. On August 16th 2023, we left for vacation in ***************. When we pulled into ************ we noticed the car was shifting funny so we brought it to ******** for a diagnostic test. They hooked it up and said 3rd-5th gear wasn't working and to check our transmission fluid levels. We brought it to a shop down the road who checked out levels, where they ended up having to add **** quarts of transmission fluid. I called Auto Select who told me that due to not having a dip stick they won't check our transmission fluid, I asked them why they checked off that fluid levels were okay if they never checked it and was told "well because we're supposed to do a full service oil change and that's just how we do things." I asked them if they had any intentions of fixing it and they told me no because my transmission should be under warranty through the dealership I had purchased the vehicle from. They refuse to accept any fault even though they never actually checked my transmission fluid like they claimed. My van is now inoperable 13 hours away. I had to pay for an extra day at the airBnB, rent a car, miss a day of work and now pay for a new transmission due to their error. I want to compensated and my vehicle fixed.

  

  Business response

  08/22/2023

  On Aug 4th ***** & ******************************* came in at 1:30pm for an oil change and to inspect a tire vibration at highway speeds.  We performed an oil change and balanced/rotated all four tires. Guests had not mentioned any shifting concerns at time of service.   ***** came back to Auto Select in ******* on Monday Aug 21st around 7:05 am requesting a copy of the previous service invoice. I asked ***** if there were any concerns regarding the service performed. He mentioned there was a transmission concern once the vehicle had made it to ************, **. (800 miles from our shop) They had taken the vehicle to a repair facility to have it inspected in ** and found there was a transmission issue and fluid was low. 
  
  There were no visible leaks noted when the vehicle was at Auto Select on the Aug 4th, or any symptoms of transmission failure at that time. (The total transmission fluid amount in the 2015 Chrysler is ***** quarts. A vehicle that is **** quarts low on fluid would not operate correctly, and very likely not even move, much less make an 800+ mile trip before failure.) ******** mentioned on the phone that she asked if the fluid level was checked and our service advisor ***** confirmed that the fluid level was checked and at the correct level during Aug 04th service
  
  The ********* had mentioned the transmission had been replaced at a local Dodge/Jeep/Chrysler dealership in Dec of 2022.  The Jeep/Dodge/Chrysler transmission warranty is covering the replacement of the transmission, per conversation with ******** on Aug 21st. We suspect that there was a mechanical failure with the transmission during the guest trip to TN, and Auto Select is not at fault for a component failure that was not installed, repaired or serviced by Auto Select at any point. 

  Customer response

  08/22/2023

  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.
  
  No, they stated that because my transmission doesn't have a dipstick they did not check the fluid levels. They stated this multiple time during numerous conversations with both the owner of the shop and ***** from the front desk. This is now turning into fraud as they as lying about checking the fluid. Them saying we can't travel 800 miles is obviously a lie because we did it at the cost of our transmission due to their errors. They were correct that there is no leak or spray as we had a 2nd mechanic check it when he added fluid, therefore meaning they couldn't have possibly checked the levels. Your logic make no sense. "We checked the transmission and fliud, there's no leaks and levels were fine" except we were **** quarts low? Make that make sense.

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

  Customer response

  08/23/2023

  The shop can't say it would make 800 miles because they don't know when it was checked by Auto Select. I have provided the diagnostic report they provided. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/17/23 I brought my 2015 ******* Sonata into Auto Select ********* West to get my valve cover gasket replaced and my oil leaks fixed. I paid a total of $347.55 for labor and parts. When I picked up my vehicle I could still smell a burning coming from the engine but I figured it was fine and would go away in a couple of days. A couple days later my car starts to smoke from under the hood and then goes up in flames. My whole car is destroyed, *** lost all my valuables inside that burned, and I had to pay for all the towing fees. Im looking to have them pay for the damages of the vehicle or atleast give me a refund for the work they supposedly did. I went their to talk to the owner and he declined to do anything about this situation.

  

  Business response

  05/09/2023

  Last year on 11.15.22 ********************* brought in his 2015 ******* Sonata for an inspection and new tires. We notated several issues with ************************* ******* and completed a few of the recommended services at that time. This year on 4.17.23 he brought in his vehicle and requested ** to replace one of the components that were previously identified as leaking back on the initial visit. It is very unfortunate that ************************* vehicle burned 5 days later but it is not likely related to anything we completed. Our invoices clearly identify other leaks present. Regardless, there is slim to no chance of any oil leak causing this fire. While engine oil is flammable, the temperature would not likely be reached based on the normal operating temperature of the vehicle engine/components. Furthermore, if you complete a ****** search of ******* Sonata fire you'll find numerous threads regarding these vehicles burning. There is even a voluntary recall by ******* for several years and models that they are trying to repair in attempt to prevent additional vehicle fires. ******* even recommends parking theses vehicles outside to prevent garage/house fires! When this issue was brought to my attention, I immediately filed an insurance claim for ********************* and forwarded all of the information I had regarding the repairs that were completed along with pictures and videos that ********************* provided. The insurance company investigated and confirmed that we were not at fault. I feel that ********************* is simply looking for someone else to place the blame of his vehicle burning and not having any insurance to cover said fire. 

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had brought my truck in 2/3/23 for an issue with a belt/pulley whining noise, possible alternator issues as well as it possibly needing a thermostat and definitely needing an O2 sensor. Upon review with the diagnostic it was determined to be a belt pulley issue which they fixed. However upon test driving it, the shop manager called to ask if my blinkers, lights and signals worked when I brought it in. Yes, they did. During the repair of the belt and pulley it was found to be a fried footwell module which had been working properly prior to them working on the other issues. I did agree on the additional costs for the heater valve and O2 sensor, but was not aware to be charged an additional ****** to diagnose an electrical problem which wasnt there when I dropped the vehicle off. Also after having my vehicle until 2/8/23 I received a call advising I was not able to drive my truck as it kept going into safety mode and would only drive 2ft before going into park automatically. I then had to have my truck towed to the nearest *** dealer 30miles away. I luckily had AAA and a service which paid for the tow. After getting to the *** shop the footwell module cost me an additional $1443.89 to fix after I believe the Auto Select Technician did something to fry the module during the initial repair of the belt and pulley.

  

  Business response

  02/23/2023

  
  Unfortunately, due to the preceding condition of the vehicle, an initial test drive was unable to be performed. Without the possibility to test drive the vehicle it would be impossible to confirm that failure of the Footwell Control Module was not present prior to the arrival of the vehicle, or the repairs performed to get the vehicle to the bare minimum running condition. This module is a very common failure known by **** So much so that a notice about the known issue was sent to owners from ****Within the document it is specified There is a compatibility issue with certain combinations of vehicle software and the Footwell Module hardware installed in the vehicle. With no direct correlation between the original component that was serviced and the component that was later found to be faulty there is no indication of negligence. Being said, there will be no compensation provided to the repairs of, or the diagnostic testing that was performed

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my car in initially on 10/18/2022 because I needed an oil change and the hood would not open, I was not given a quote for the oil change or the inspection, nor did I authorize the oil change. The car ended up needing repairs exceeding the value of the car so I declined the repairs. When I went to pick up the car one of the employees got quite belligerent when I tried to explain why I did not want to pay for repairs done without my authorization. He tried to argue that because I came in and said the car needed an oil change that constituted consent for that (more on that below)So since I did not give approval to go ahead with any work and I was not actually given an estimate of cost prior to the work being done I felt I was well within my rights to refuse payment. But I get panic attacks and felt one coming on when the employee got belligerent calling me "ridiculous" and saying I only tried to get out of paying because I didn't want the other repairs done, which itself is a weak argument since it was only $133 charge. I don't care about the charge, I cared that they did stuff without my authorization, charged me for it and got pretty belligerent when I mentioned the law.I believe they violated the following laws: ATCP ****** Repair authorization. "Merely reporting a problem or malfunction does not, by itself, constitute authorization to repair the problem or malfunction."ATCP ****** Written repair order. Sections 1 and 2 about a written repair order before repairs are done.to show what ********* law defines as repair ATCP ****** Definitions. Specifically section 12 subsection c I would argue the only thing I did verbally authorize were new blades as I was told the cost before the work was done and said to do so. No other work, including the oil change was authorized by me verbally. They did not quote me for the oil change, did not ask nor did I tell them what kind of oil I wanted so I could not have even consented to that. I would know if I said yes

  

  Business response

  10/26/2022

  Mr. ************************* (using your real name), on 10/17/2022 you initially brought your 2006 **************** to the **************, across the street from my shop in ******** for an Oil Change.   The *** employees could not get the hood open on your vehicle to perform the oil change,so you brought it across the road to us.  You requested 5 items from us:
  Determine why the Hood would not open. ($19.99 ********************* Change.($34.99)
  Replace your 2 Beam Style Wiper Blades.($33.98 and Free Installation)
  Determine what was causing a grinding noise turning right. ($29.99 Steering/Chassis Inspection
  Brake Light Inspection (Free Inspection)
  We changed the oil, replaced the wiper blades, inspected the hood (we did get opened,inspected the grinding noise, and inspected the cause for the Brake Light being on.
  The Hood Release Cable is worn and stretched causing the hood problem and needs replacement.
  The Brake Fluid level was low causing the Brake Light to come. The Left Brake Caliper is leaking and needs replacement.
  The front and rear Struts and Front Lower Control Arms are in poor condition, leaking, causing the grind noise turning.
  We provided estimates to make these repairs and you declined all of them.  Our Oil Change and Wiper Blade prices are clearly displayed on the monitor right at the service counter.   The additional inspections you asked us to perform came to an addition $49.99 to the Oil Change and ******************** service advisor did not get belligerent when you came in the front door citing the law pages you googled, he was frustrated in communicating with you trying to get out of paying for the services you requested.  
  We did everything that you requested us to do.  I dont understand why you feel these services should be done at no charge after we informed you about the repair needed and the cost of those repairs.

*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. ↩