Meineke Car Care

On Saturday Sept30th We received a phone call asking if we would be able to service a Kia Optima for an oil leak. We gladly welcomed the vehicle to the shop stating that we would do everything in our power to repair the oil leak and get the vehicle back on the road ASAP. When
the vehicle arrived on the tow truck we could see a major oil leak had occurred because there was engine oil covering the entire undercar and had splashed back all the way to the rear bumper and trunk lidWe then checked the engine oil in the parking lot and discovered there was no oil on in the crankcase. We informed Mrs*** that there was no engine oil in her vehicle and we would need to fill it up and clean the engine compartment area to determine the source of the leak. She authorized us to do proceed with the diagnoses. We then manually pushed the car into the bay area and filled it with 5wall climate engine oil. It took quarts out of a quart capacity. We then started the engine and could see that the oil leak appeared to be coming from the rear of the engine compartment near the turbo. We informed Mrs*** that we would need to clean some of the oil from that area and see what part had failed. We speculated that it may be a turbo seal and that when we had a proper diagnoses we would be able to inform her of the needed repair and time frame needed. I did speculate that the following Tuesday should be when we would have the parts since we would not be able to order anything until Monday at the earliest. Mrs*** informed us that she had an extended warranty and also some dealer warranty. We informed her that we would make contact with her warranty company on Monday as they did not have weekend hoursWe contacted the warranty company on Monday and they informed us that the needed repair was not a covered item. We also contacted Kia and was informed that the repair was not covered under the manufacturer warranty. We informed the customer our findings and she approved the work as described. We then ordered the necessary parts from the Kia dealership in StLouis. There was a delay in getting the parts from the Kia dealership. Unfortunately the logistics of the parts are out of our control. The customer told us that they were coming to pick up the vehicleIt certainly was not our intention to have the vehicle any longer than necessary to complete the job. We informed the customer that the vehicle was not safe to drive and the customer said they didn’t care because if the engine blew up that would be under warranty. We suggested that towing the vehicle was what should be done and they declinedWe are truly sorry that we did not meet Mrs***'s expectations with time frame

On Tuesday 07/11/*** *** presented her Toyota Highlander for an ACsystem concern, she informed us that system was no longer blowing cold. It was explained to her that we would look over the A.Csystem and contact her with a diagnoses for the needed repairs. Upon
inspecting the A.Csystem it was found to be low on FreonWe vacuum tested the system to detect a leak, the system passed the vacuum test. It is common when presented with this circumstance to put U.Vdye in the system to detect the leak at a later time once the system has operated for a while giving the dye a chance to find its way to the leak. We then put the proper amount of Freon in the system and the system was operating properly, cooling as expectedWhile the vehicle was in our care for the A.Cconcern we noticed that the front brake pads were very low and in our professional opinion needed to be replacedThe brake pads are visible through the opening in the wheel and to a trained automotive technician this is something that is routine practice to look at when servicing a vehicle. We do not expect nor do we encourage our technicians to perform any service to a vehicle with blinders onWe feel our customers deserve to know if any needed repairs are present. We did inform the customer of the needed brake repairs and she declined any further serviceShe became very defensive when presented with the low brake pad situation stating that she knew we would try and tell her she needed additional repairs. The service advisor did try to explain to her that we simply were informing her of the needed repair and it was up to her if she authorized us to perform the repair or notMs*** came to the shop at 11:am to pick up her vehicle. She was visible agitated when entering the building, I am truly sorry if we offended Ms*** in any way that was not all our intentionWhen she called back that evening at approximately 05:pm she stated that when she picked up the vehicle the A.Cwas blowing cold and that now it was blowing hot again. I explained to her that the service we performed comes with a seasonal complimentary diagnoses and suggested that she immediately return so we could see the condition and help her with the diagnoses as to why her A.Cwas not functioning as expected. I offered to perform a complimentary shuttle or pickup service for her and she refused stating she just wanted a full refund. She went on to inform me that I had options on the tableOption one was a full refund, option two was a social media rant that we would never recover from also threatening Revdex.com contact, etc… I informed her that I was not going to react to her threats and that if she followed through with such I felt that she was in the wrong. I also reinforced that we would look at her vehicle with zero cost. As suggested in her complaint it is impossible for us to not have performed the service as she states that the system was blowing cold when she left our facility. I suspect that she still has an underlying intermittent problem that we will be more than willing to help her with if she will simply present the vehicle to us.I am very empathetic to Ms***’s situation and truly sorry if we made her feel uncomfortable during our interaction with her. We are still willing to help with the A.Cas stated. At this time we have performed a perishable service that we are not willing to refund giving the present circumstancesThank You,*** ***

Initial Business Response /* (1000, 5, 2015/08/14) */
Mr*** came in for an exhaust inspection coolant flush and transmission service on 05/13/the vehicle had 125,miles on the odometer at that timeMr*** had an aftermarket exhaust system on it and we replaced the muffler only
We performed the transmission service as requested and he left the shopMr*** returned to the shop on 07/07/with 131,miles on the odometer, 5,miles since the original repairUpon inspection of Mr***'s vehicle it was discovered that there was a crack in his catalytic convertor and a hole in his mufflerWe repaired his exhaust system at this time, he requested that we check for a transmission leak and there was no apparent leak at this time and his fluid was level was full
Mr*** called the shop from New Mexico stating he had a fluid leak, and needed to go to a shopI spoke with the shop that his vehicle was at and they stated the transfer case gasket was blown and in their professional opinion it was not due to anything that we could have done in servicing the transmissionThe transfer case gasket or any of the bolts securing the gasket are disturbed when servicing the transmissionWhile we are empathetic to the situation, we are not taking responsibility for the repair performed over 7,miles after we serviced a different component on the vehicle
Mr*** is not welcomed back to the shop because of repeated physical threats made to me and my family and the temperament displayed

Good day, this customer concern has been addressed and resolvedThe customer let me know that he was just venting when he filled the complaintI certainly sympathizes with him due to the failed part and having to be inconvenienced with towing his vehicle back to our repair facilityI had a
conversation with the customer last week and he has received the refund check for the cost that was incurred due to the towing.? ? I also explained to the customer that he is not due a refund for the repairs as the repairs were completed and redone under warranty for the faulty caliper.? The customer stated to me that he has no current issues with the brakes at this time and I further reminded him that his brake repairs come with a year / 24,mile nationwide warranty.? Please feel free to contact me with any questions

Mr*** came in on November 17th, without an appointment and asked if he can get his winter tires installed.? He mentioned that he was referred here by a client that has been coming? to this shop? for over three years, he also mentioned that the client spoke very highly of me,
my staff, and my shop and that's why he came in for the service.? I told him that? it shouldn't be a problem to? change his tires for him, so he decided to leave his car her and left.? We brought the car in and removed his winter tires out of the back seat and? installed them on the car and put his summer tires back inside the car.? As he mentioned the install went fine.? He came back and payed for his service and left.? He came back after two hours later? and accused my technician of scratching his car!! I went outside and looked at the location of the scratches, I also felt them.? The two old touched up scratches were about 3-inches long? and were really high, almost equivalent to were the window is when its closed.? I saw old touch up paint on them.? The touch up paint? was very dry? also very faded and had very small fine scratched on them.? The color of the touch up paint was identical to the car, not fresh.? I mentioned to Mr*** that 1st,? these scratches are old and it was not done here.? 2nd, there is no way that a tire would make that kind of scratches since that's all we did here.? 3rd, the tires came out of the back seat in bags and directly on the floor not on top of the car were the scratches are.? 4th, if we scratched it and this is fresh touch up paint it would be a darker black since the car is a little faded.? 5th, if this is fresh touch up paint and its only two hours old you can usually smell it and put your nail thru it since it takes longer than two hours to cure.? After explaining all this to him, he had nothing to say other than I don't car if you fix or not, I just want you to admit that you scratched it.? I told him that there is nothing to admit since we didn't scratch it.? I also mentioned to him why would you say that you don't care if we fix it or not.? If you are convinced that we scratched it, you would demand the repair not say I don't care!!!? ? It was around? three o'clock? when he left, he called and said that he went to a body shop and confirmed that the scratches are fresh and have been buffed, I asked Mr*** which body shop he was at so we can meet there and discuss the problem, he wouldn't tell me!!!! and there is a reason why, there is no body shop that would take anyone in without an appointment especially at that time of day, and it will not cost a dollars to fix those scratches.? It makes me more sick to my stomach that you accused me and my staff off doing something that did not happen.? After reading his complaint I like to say that I did not shrug him off or laugh in his face, and yes I do care not only about his concern, but all my customers concernsI also did not call him a liar or hang up in his face, he's the one who called me a liar and hung up in my faceIf he is convinced that we scratched it,? he should be demanding the fix, not say I don't care if you fix it or at least pay for half.? ? when you say that you know that you are at fault!!!

The customer brought the vehicle back to the shop the following business day after filing the complaint.  We traced the source of the customers concern to a recent repair that had been performed at another shop.  We informed the customer of our findings and offered to replace the faulty...

part at no charge even though it had been installed at an independent shop not affiliated with Meineke.  The customer accepted this as a solution to the problem. We installed the necessary parts and solved the problem.

Contact Name and Title: [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Yahoo.Com
Case # XXXXXXX
Mrs. Customer,
I took over this store in June of 2015, I assure you I have made some changes I believe for the better. Though I could not change things right away, I...

believe in the staff that's in place now. If the inspector has made an error in judgment it will be addressed at the store level. We will add our findings to this response no matter what the outcome. Our reputation is too important than too have a staff member making false recommendations for repairs. I have a meeting scheduled with the customer on 9-30-15 this week to show her the reason and need for the new muffler. I have informed her I would refund her the $36 dollars, so long as the old muffler is in place and not altered.
No matter what consider this closed, as a company we will always do the right thing I will personally see to that. Arguing over $36 dollars is something we all can get past. In every cases this complaint is avoided by a process I have set in place with the store manager from the date he was hired. We show our customers why the recommended repairs are needed. If we take the time to show every consumer what is needed and why, there is never any doubt. This could have all been avoided by following the process that's demanded of my staff. That conversation has already been had. I assure you we will do better going forward with that or more changes will be made. The automotive industry is tough, we rarely are seen as the good guys, this is why those steps in place. We must insure there is zero doubt about work authorized to be done by any consumer at our store.
Thank You for bringing this to my attention, I look forward to your visit on 9/30/15.
[redacted]
Meineke Car Care

We are more than willing to look into the described leak.  If it is not possible to bring the vehicle back to our facility Meineke has 900+ locations and you can take it to your local Meineke to have the vehicle diagnosed.  Please use the shop locator at meineke.com

Mr. [redacted] came in on November 17th, 2016 without an appointment and asked if he can get his winter tires installed.  He mentioned that he was referred here by a client that has been coming to this shop for over three years, he also mentioned that the client spoke very highly of me,...

my staff, and my shop and that's why he came in for the service.  I told him that it shouldn't be a problem to change his tires for him, so he decided to leave his car her and left.  We brought the car in and removed his winter tires out of the back seat and installed them on the car and put his summer tires back inside the car.  As he mentioned the install went fine.  He came back and payed for his service and left.  He came back after two hours later and accused my technician of scratching his car!! I went outside and looked at the location of the scratches, I also felt them.  The two old touched up scratches were about 3-4 inches long and were really high, almost equivalent to were the window is when its closed.  I saw old touch up paint on them.  The touch up paint was very dry also very faded and had very small fine scratched on them.  The color of the touch up paint was identical to the car, not fresh.  I mentioned to Mr. [redacted] that 1st, these scratches are old and it was not done here.  2nd, there is no way that a tire would make that kind of scratches since that's all we did here.  3rd, the tires came out of the back seat in bags and directly on the floor not on top of the car were the scratches are.  4th, if we scratched it and this is fresh touch up paint it would be a darker black since the car is a little faded.  5th, if this is fresh touch up paint and its only two hours old you can usually smell it and put your nail thru it since it takes longer than two hours to cure.  After explaining all this to him, he had nothing to say other than I don't car if you fix or not, I just want you to admit that you scratched it.  I told him that there is nothing to admit since we didn't scratch it.  I also mentioned to him why would you say that you don't care if we fix it or not.  If you are convinced that we scratched it, you would demand the repair not say I don't care!!!   It was around three o'clock when he left, he called and said that he went to a body shop and confirmed that the scratches are fresh and have been buffed, I asked Mr. [redacted] which body shop he was at so we can meet there and discuss the problem, he wouldn't tell me!!!! and there is a reason why, there is no body shop that would take anyone in without an appointment especially at that time of day, and it will not cost a 1000 dollars to fix those scratches. It makes me more sick to my stomach that you accused me and my staff off doing something that did not happen.  After reading his complaint I like to say that I did not shrug him off or laugh in his face, and yes I do care not only about his concern, but all my customers concerns. I also did not call him a liar or hang up in his face, he's the one who called me a liar and hung up in my face. If he is convinced that we scratched it, he should be demanding the fix, not say I don't care if you fix it or at least pay for half.  when you say that you know that you are at fault!!!

Complaint Information:
text-align: left;" valign="top"> [redacted] has returned to our shop after the complaint to Revdex.com .. we addressed his concerns of each issue .. 1. car not starting tuned out to be door latch sticking or not catching properly causing the interior light not to shut off ... resulting in draining the battery . over night 2 . oil on the new coil that was installed .. we found that there was no oil spilled on the new coil it turned out to be the way the new coil looked when brand new, it was the gel sealer that the manufacture used to seal off the electrical portion of the coil . it gave the appearance of wetness , but was dry 3. 4 spark plugs left under the hood ... we found this to be human error ,, the tech who worked on the vehicle had found some other minor issues he decided to repair at no charge { broken vacume lines ] the tech explained to us he was keeping the spark plugs to show the customer instead of discarding them . he took the car for a test drive after he completed the work saying it ran so good causing him to to forget the old spark plugs under the hood ... we apologized to [redacted] for any inconvenience we offered our supreme oil service to him free of change to any car of his choice we value [redacted] as a customer here at meineke .. up date [redacted] has returned to us for additional work .. thank you [redacted] from the store manager and staff .

My name is [redacted]. I filed a complaint against Meineke last month.  I received an email from Revdex.com stating they haven't responded.  I'm just letting you know, they did call me and attempted to fix the problem.  I'm not convinced they have fixed the electrical issue, but they...

did try and it looked ok for 2 weeks.  I don't want anything further from them.  Thanks for your help.   Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have read Meineke's response.  Evidently this man does not understand what I asked them to do originally and that was to rebuild my front end on the truck. Whether one ball joint was bad or not, rebuild the whole front end.  Example:  If I asked you to do a complete brake job, although one brake is good, and three are bad; would you not replace the good brake for it would probably go bad soon? You cannot repair the bad and leave one that is good, because soon the one that you did not repair will be faulty.  That is why I asked them to repair everything, although one was good, repair it anyway since everything is new.  As far as his discount, he could have taken that and fix the other ball joint.  I still would have paid for it because I asked you to repair everything including brake repair.
 
Regards,
[redacted]

To whom it may concern,Mr [redacted] came in describing a brake pedal pressure issue to the floor. Upon TESTING and PROPERLY diagnosing the complaint that he had stated we found a faulty master cylinder seal. After customer authorized, we repaired vehicle to normal specification and had a full...

pedal return. Technician then test drove vehicle and noticed unwanted abs which feels like a pulsation in the brake pedal and in turn is different from a brake pedal going to the floor. Customer never informed us of the additional issue on his vehicle. Due to the fact that the brake pedal was going to the floor technician could not road test vehicle as it would have been unsafe. I did call Mr. [redacted] to rectify this issue and he stated why we could"nt test drive vehicle, as I stated to him as well,that  the pedal was going to the floor and it was unsafe he agreed and said "fair enough", so it is obvious that this was the issue from the beginning. The fact that he had a seperate issue is not our fault. It is an unfortunate situation and is upsetting to both parties involved. However, if were deemed wrong I would be the first one to admit it, and fix the issue.  In this case the vehicle was properly diagnosed and repaired. I fully understand due to the age of the vehicle as Mr [redacted] stated that he did not want to put money into his vehicle. However, we did our job as a repair facility and got to the root cause of the problem he initially brought it in for and that was the brake pedal going to the floor. As I stated on his repair bill the vehicle had two seperate issues and I gave him a substantial discount on the second repairs because he had been a good customer and wanted to keep him as a customer. We were in no way obligated to do that. it was done as a courtesy. When I spoke to Mr. [redacted], I also stated I would give him some future discounts to keep him as our customer. If you should have any questions regarding this issue please do not hesitate to contact us. Thank you, [redacted]

I am rejecting this response because I want a full refund for my truck repair rendered by B&B Auto Service for MEINEKE non-mechanic skills on installing bearing in backwards on truck hub. Why would I take something back to someone who didn't fix it right the first time this is not a trial and error on repairing vehicals. I could have been potentially hurt the mecahnic said from B&B Auto Service who repaired my truck right the first time with know errors. I just want to let others know beware of Meineke in Walkertown, NC  take your vehicals somewhere else.
Regards,
[redacted]

Complaint Information: [redacted] has returned to our shop after the complaint to Revdex.com .. we addressed his concerns of each issue .. 1. car not starting tuned out to be door latch sticking or not catching properly causing the interior light not to shut off ... resulting in draining the battery ....

over night 2 . oil on the new coil that was installed .. we found that there was no oil spilled on the new coil it turned out to be the way the new coil looked when brand new, it was the gel sealer that the manufacture used to seal off the electrical portion of the coil . it gave the appearance of wetness , but was dry 3. 4 spark plugs left under the hood ... we found this to be human error ,, the tech who worked on the vehicle had found some other minor issues he decided to repair at no charge { broken vacume lines ] the tech explained to us he was keeping the spark plugs to show the customer instead of discarding them . he took the car for a test drive after he completed the work saying it ran so good causing him to to forget the old spark plugs under the hood ... we apologized to [redacted] for any inconvenience we offered our supreme oil service to him free of change to any car of his choice we value [redacted] as a customer here at meineke .. up date [redacted] has returned to us for additional work .. thank you [redacted] from the store manager and staff .

[redacted] IS MAKING FALSE STATEMENTS IF YOU LOOK AT THE ENCLOSED ESTIMATE AND THE RECEIPT THEY BOTH STATE ONE BALL JOINT NOT TWO, AND HE WAS VERY AWARE OF THAT HE SIGNED BOTH THE ESTIMATE AND THE RECEIPT, WE CANT HELP THAT SIX MONTHS LATER HE HAS ANOTHER BALL JOINT GO BAD, ALSO IF THE BEARINGS...

WERE NOT PACKED WITH GREASE THEY WOULD HAVE GONE BAD IN DAYS NOT MONTHS,WE TRIED OUR BEST TO MAKE CUSTOMER UNDERSTAND BUT TO NO AVAIL.HIS BALL JOINT AND WHEEL BEARINGS ARE ORIGINAL EQUIPMENTAND ARE SUBJECT TO FAIL AFTER ALL IT HAS 111,111 MILES ON IT AND IS 15 YEARS OLD.AT THIS TIME IF [redacted] WANTS TI-1SES REPAIRS MADE WE WILL BE GLAD TO DO THE REPAIRS AT A FAIR PRICE.THANK YOU,TOM 
PS: WE GAVE THIS MAN SEVERAL DISCOUNTS, AND ALSO LOANED HIM A CAR WHILE WE DID HIS REPAIRS.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11171043, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

spent over $2K for a repair and had to go back 2 other times because the brake issues kept coming back. last conversation with them was that they had to charge me additional for something they promised to take care of in the first place. Very unprofessional. I DO NOT recommend.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

This is a very reliable and dependable place, my wife and I have been going here for many years, the operators name is Mike and is a super nice guy. I only trust his judgement with mine and my wife's vehicle. He has accommodated us on many inconvenient occasions and has worked with us in the past to get what we need to get fixed on our own time table and doesn't push parts or fixes if you don't want them. This is a very reliable business, I have only had good dealings with them and I would recommend this place to anybody.