ComplaintsforTuffy Tire and Auto Service

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was a returning customer at **********************'s **** Farm to Market ********************************** to have my oil changed and state inspection done. I dropped the car off about 8:30. Assist.Mang. called @ 2pm "Your car is ready unfortunately we could not do the inspection your check engine light is on". I arrive to pick up car Assist. Mang is not there but Store Mang. is and he tells me why the ck eng. light is on. I pay for oil change and head home. I hear a noise coming from my car but it stops so I continue home. I use my car the next day to run 8 min to the corner store, I notice a noise again and the drive is really rough, the location is closed until Monday so I park my car in the garage where I also notice there is oil on the ground that was not there before I brought my car for a oil change. Monday morning I call Tuffy's to let the Manager know my car is leaking oil and he tells me, Mrs. I apologize we forgot to tell you that your car was leaking oil when you brought it to us last week... What? How do you do a oil change knowing it will leak back out without informing me before the work was started? How did you allow me to come in the store and discuss everything else except for the oil leak? Did I not deserve a courtesy call to inform me of the oil leak before the oil was changed? I was told to bring the car back and they would replace the oil and take another look at my car and pay for a lyft home. I contacted corporate and the district manager told me that I was not being realistic and that I was incapable of holding a conversations because I was crying. I'm not being realistic because I asked why my car was not making the noise and leaking oil when I brought it in and why should I be responsible for paying for something I did not break and was not made aware of.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/12, I dropped off my vehicle to get my a/c repaired at Tuffy's Tire and Auto Service and to get my oil leak looked at. The worker called me and stated it would be ready Thursday 7/14 or Friday 7/15 and gave me an estimate on repairs, roughly $400. I did not get any phone calls for an update on my vehicle until I called Friday. On Friday 7/15, I called to get an update on the vehicle and my oil leak had not been repaired yet. I called again and the worker stated it would be ready on Saturday and it would roughly be $270 to repair the valve gasket. On Saturday morning 7/16, I called and spoke to a worker and she said the car would be done in the afternoon because they needed to replace something else to get the oil leak repaired. Around noon, a worker called me and stated my car was ready 7/16. I paid for the charges $714.43. When I left the repair shop, I noticed my turn signals were not working. I called the shop and brought back my vehicle. I had to leave my car Saturday to get the signals repaired. Fast forward to Monday morning 7/18, I stopped by the repair shop to get an update. They still do not know what is wrong and have to keep it another day. I need my vehicle to commute to work. I cannot drive it without working turn signals. I think what is fair is a car rental until they fix my vehicle. I understand I cannot get a refund on what is paid but this is a huge inconvenience. Furthermore, I keep calling for updates, so I need better communication. I would appreciated an estimated time frame when it will be fixed. They have had my vehicle for a week and counting. This is not professional to not give ongoing updates and to leave me without compensations, specifically a car rental.

  Business response

  07/20/2022

  
  Im waiting on a part from dealer. will be here tomorrow. i called her and left a message stating that.
   
   thanks, *******

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped off my car on 12/10/21 with provided parts for them to install my wiper blade system transmission. Later that day, they informed me that they had put it together and the wiper blades still were not working correctly, so they would like to take it apart again and test whether the issue may belong to the attached motor or wiring. I gave them permission. The following day, they informed me they believed the problem belonged to my wiper blade system motor, and that they would replace it for an additional charge. Despite the fact the original issue was a misalignment of my wiper blades, and I had already replaced the motor myself so I knew the issue was unlikely to lie there, I approved this under the assumption it would get fixed. That evening, 12/11, they informed me they were finished and it was all working correctly. I managed to come pick it up about a half hour before closing. There, I was informed that there was still a remaining issue with a smaller part connecting the wiper blade transmission and motor, but was told it was negligible. I paid $320 for the new motor, $792 for labor, plus misc. for a total of $1270. When I went out to my car after picking it up (12/11/21) I immediately turned on the wipers. They seemed to run correctly, not quite at their proper intervals but with a noticeable variation between low and high settings, and regularly enough to get me through a rainstorm. However, when I turned them off, the resting position was now fully upright. I toggled them through settings a few times as they recommended to me, but the resting position remained upright. The proper position is horizontal. The most likely explanation is they failed to align my wiper blade system properly while installing.Because they were so close to closing, I did not go inside to seek a resolution at that time, believing they would be unable to help me. Most of the mechanics were leaving, and the counter clerk referred to them constantly while he spoke to me.

  Business response

  12/14/2021

  Customer had the wiper motor installed by another shop or mechanic. Customer carried in a wiper transmission assembly that she had purchased on her own. The motor assembly was defective and needed to be replaced due to be non operational at the time the car was brought in on 12/11/2021. The wiper transmission supplied to us by the customer was not original equipment quality, but was installed at customer request.  The customer agreed to let us install a quality wiper motor and when the defective motor was removed the wiper park solenoid was discovered broken. The customer was advised over the phone that additional parts would be required to complete  the service. This was at the end of the day and the part was not locally available and needed to be ordered. The car was put back together and was drivable. It appears the wiper park sensor may have been broken by whoever installed the original motor, but this is difficult to prove.

  On 12/14/2021 customer returned to have the wiper park sensor replaced. Customer authorized the cost of the part and was not charged any additional labor, we also accepted a discount coupon of  $25.00. The vehicle is fixed and wipers function as normal. This matter has been resolved.

  Customer response

  12/14/2021

  Better Business Bureau:
  
  Although I do not feel I was adequately informed of the additional work required and the final piece which needed to be installed, I do feel this misunderstanding was adequately resolved when I returned.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  
  *************************

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