Purcell Tire & Auto Service

Review: On June 11 2015, I took my 2007 BMW 550i into Purcell for a noise in the rear left tire. After they had it for a while they said it was the rear wheel bearing that needed replacing. They replaced it and while they did, caused a complete shutdown of the sensors and ABS system. They charged us $282.48 and [redacted] the Manager said to take the car home and drive it and see if it works itself out. 4 days later, our car is still in system and ABS failure, so we took it back in on June 15th. They had the car all day and said it was fixed, but when my husband took it with him all of the warning lights were still on. The next day on June 16th I took the car to BMW in North Scottsdale. They determined that the sensor was causing fault as a result of the bearings being changed incorrectly by Purcell. I called Purcell on June 17th and spoke to [redacted] and he said to bring in the receipt from BMW and they would refund me my money. On June 18th, I picked up my car from BMW and it was completely repaired and I paid them $397.99. On June 20th I went to Purcell and saw [redacted] and showed him my receipt For $397.99. He said that [redacted] the Manager was the only one able to process refunds and I just need to show the receipt to him and he'll process the refund. On June 23rd, I called [redacted] and asked him to process my refund and he said we don't do that anymore, we stopped doing that a few years ago.Desired Settlement: As a result of Purcell failing to correctly service my car and causing further damage, I had to come out of pocket an additional $397.99 on top of the $282.48 we paid them. They promised that they would give me a refund since I had to take it to another dealership to repair the damage that they caused. I want a refund (that they promised) of the BMW charges of $397.99 or at the very least a refund of Purcell's charges of $282.48

Business

Response:

We at Purcell Tire are pleased to have the opportunity to respond to a customers concern. After reading the complaint by [redacted] and discussing the issue with the store manager [redacted] and service manager [redacted] regarding invoice #[redacted] dated 6/11/15 and the work preformed we agree that the customer gave us the opportunity to repair the issue and we did not, so in the name of customer satisaction we are willing to refund the invoice amount of $282.48. In order to process the refund I need a copy of the invoice from the BMW dealership that did the repairs. The reciept can be faxed to my attention at ###-###-####, emailed to [redacted].[redacted].[redacted], mailed to my office at [redacted] or a copy dropped off at the store to the store manager which ever method is most convienet for the customer so we can issue the refund as quickly as possible.I appologize for the inconvience this has caused. [redacted] Region Manager###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I took my van in to have the front brakes done. They replaced the front rotors and new brakes. then a couple of days later the when I would brake it would pull to the left and was shaking on my side. They had my van almost all day that they told me it would be a couple of hours. One person called me an said the it was my back tires and needed a alignment. I went and pick my van up an spoke to someone else he told me he looked at the alignment and it was fine and my tires from the heat are the cause of the vibration. It is funny how you get 2 stories in about a 30 minute window from me talking to one guy on the phone then someone when I come in the window. They wanted me to pay for more repair that is was something that they had done. I could not believe anything they said cause of the different stories.

I feel sabotaged.

I only went in to have a oil change service and asked [redacted] to also check the brakes because it squeeked a bit. Well after the doom and gloom $2300 estimate was given - which no doubt I could not pay. In the next couple days my brake cylinder on the rear started leaking and really had become a safety issue. We moved across the street from this location in 2008 and it would be very convenient to use them for a vehicle and tire needs. But each time I go in - I am given something else wrong with my vehicle. I do understand point of sale - but not if I dont really have the problem. I will not be using this company any more - ever.

Review: I recently had an alignment done on my 2005 Chevy Cavalier. Months prior to the alignment, I had the struts replaced (not by Purcell). So I required an alignment due to bad tire wear. I had positive camber and toe which caused wear to my tires. I purchased camber bolts and installed them and took my car to Purcell for the alignment. They assured me they knew how to align a car with standard camber bolts. A short time (2 weeks or so) after having the alignment done, the lower bolt on the strut came lose and fell off while I was on the highway. After I pulled off the highway, I laid under my car to see what had happened, and noticed the nut missing. Its a large nut.

I limped my car home for 18 miles due to the missing nut on the strut, when turning the strut would move. I sent an email to Purcell with photos and information of what happened, I called them (was given a voicemail, the person wasn't in the office) and I also sent a message via [redacted]. I was not in a good mood over the situation. "[redacted]" from the Purcell [redacted] page replied that day, and let me know they are looking into it, and I would be contacted very soon. Its now been a week or so, and I have yet to receive a phone call, an email or anything.

I took my car back to Purcell the next day, I drove the 22 miles to their shop on side roads doing 15 miles an hour with flashers on. I could not afford to have it towed. When I talked to the manager (or who I assume was the manager), and showed him the photos, he took my phone from me (total disrespect) and started showing other people in the office. They took my key and said it would be ready in about an hour or so. They put my car on the alignment rack, and had it finished in about an hour or so. When I went to pick it up, the guy ask me "did you replace your struts, because that's what probably did it". I tried to explain to him that the struts where replaced PRIOR to their service, and he just walked away. I didn't even get an apology for what I feel could have killed me and anyone else on the highway.

When you adjust the CAMBER with camber bolts, you must loosen the lower and upper strut bolts. Set the camber, and tighten them to spec. Which obviously was not done when my car was aligned.

I am not happy with the service, I am not happy with the customer service, I am not happy with how I was treated. Completely disrespectful. My life was put in danger, and it was shrugged off as nothing.Desired Settlement: With the bad service I received, the horrible customer service and the complete lack of empathy from Purcell, I feel Purcell should think about what a persons life is worth since mine was put at risk and decide what they would be willing to do to correct the situation and make me feel happy.

Business

Response:

We at Purcell Tire are pleased to have the oppeortunity to respond to Mr. [redacted] complaint. After performing the alignment it is unfortunate that the lower bolt on the strut came loose. When Mr. [redacted] returned with the vehicle the issue was addressed and the problem corrected. When Me [redacted] showed our service manager [redacted] the picture on his phone and he showed it to the staff their was no disrespect intended but only to make aware of the incident and what had happened, and needed to be addressed. Our store manager has left several messages for Mr. [redacted] with no response regarding this issue. We are very sorry for the incident and appologize for any inconvienence. If any other informatin is needed please contact me. Regards, [redacted]Region Manager

Consumer

Response:

I have not received a single phone call from this company. I also own a business in the same plaza as this company (within 50 yards) and they could have simply walked over and talked to me. My car parks right in front of their bay doors, and is easily seen. I am not satisfied with the outcome. They have done nothing. As a business owner, I know how word of mouth and negative feedback can affect a business. I will make sure every customer who walks though my door knows not to do business with Purcell. You should really train your staff to handle customers a lot better. A simple apology would have taken care of this, but instead they blame me for your companies mistakes.[redacted]

Business

Response:

As stated in our previous response when Mr. [redacted] returned with his vehicle we corrected the issue immediatley and professionaly, to our knowledge the vehicle is still performing properly. We are very sorry for any inconvienence this may have caused Mr. [redacted]. If you requre any other information please do not hesitate to contact me. Regards, [redacted]Region Manager

Review: I arrived @12pm Arizona time on the 6th of May, 2014. I requested an "Oil Change". [redacted], an employee of Purcell, quoted me $5.99 to replace my license plate bulb and $5.99 to replace the front right running light bulb. Also, I had my air filter replaced with a quoted price of $19.99. I approved the repair based on a verbal conversation that [redacted] had with me. When I went to pay for the Oil change and additional repairs, I was billed as follows.

Oil Change - $17.95 Quantity = 1 total = $17.95

Oil Change Disposal - $3.00 Quantity = 1 total = $3.00

License Plate Bulb - $5.99 Quantity = 2 total = $11.98

Front Marker Bulb - $5.99 Quantity = 2 total = $11.98

Cabin Air Filter - $19.99 Quantity = 1 total = $19.99

Shop Fees - $4.54 Quantity = 1 total = $4.54

Merchandise total = $69.44

Sales Tax = $5.552

Invoice Total = $74.96

I was quoted $5.99 to have the License plate bulbs replaced and I was quoted $5.99 to have the right Marker Bulb replaced also.

I don't even think the front marker has the ability to even fit 2 bulbs.

I left Purcell Auto Repair with my vehicle @ 1:30 pm.

In essence I was charged $11.98 in error.

When I brought this to the attention of [redacted] she told me I was wrong and that she quoted me the correct price. I paid for the services, even though I was very upset and felt taken advantage of.Desired Settlement: I also would like the amount that I was over charged to be refunded back to me.

Business

Response:

We at Purcell Tire are pleased to have the opportunity to respond to a customers concern. [redacted] the store manager has contacted the customer on the morning of May 9th, and this complaint is resolved. Any further questions please contact me.

Regards,

Region Manager

1. I had Purcell's do an oil change on my 2005 Ford Focus.
2. As a result, they said my main rear seal and cv axle on the driver's were leaking.
3. The female clerk said it would cost from $400 to $600.
4. Several days later, on March 14, 2014, I went back and asked for a written estimate which was $976.27.
5. To double check, I went to Advanced Transmissions and Emissions.
6. They inspected my car and said there was no problem with the rear main seal and cv axle.
7. They also had to do another oil change because Purcell had put on the wrong oil filter and the oil plug was leaking ($79).
8. Because of Purcell's shoddy practices, I had to spend an extra $79 for an oil change. I also could have wasted $976.27 on unnecessary repairs.
9. I request you put a black mark on Purcell's record so other unsuspecting consumers are not swindled on unnecessary auto repairs.
10. I plan to tell everyone in the 85016 area of Phoenix about my unpleasant Purcell experience.

Review: I could not believe what [redacted], ServiceManager of the [redacted] told me.On 4 March [redacted] dropped her car off at night drop to have the oil change. The next morning around0830 hours she got a call at work tell her that whilechanging the oil they ruined the threads and she had to get it fixed, costing $500.00 for a new pan but they could not do it. They then proceed to push the car out of the bay into the parking area.Because it was after 1999 hours when I got there I had the car towed to my auto repair store to get it fixed and oil added. The bill is attached.I then drove back to Purcell's and met [redacted], Service Manager. I presented him with the bill and he laughed and said he was not paying because the car had140,000 miles on it and the threads were worn out. He was very rude and very unprofessional.I have contacted a lawyer and will file charges.This type of service needs to be stopped. I have sent a similar letter to [redacted].Desired Settlement: I received you letter, attached. And did not realize a letter of this type needed to state I would like assistance.I would like to get an answer from him so I can better understand his problem before I go to court.

Business

Response:

Re: [redacted]We at Purcell Tire & Service center are pleased to have the opportunity to respond to [redacted] concern. We have recieved and reviewed [redacted]'s complaint concerning [redacted] with 147,236 miles. On March 5th 2015 [redacted] brought her [redacted] in for an oil change and purchased a oil change gft card for $79.00. at that time we inspected and attempted to drain the oil, at which time the technician stopped and notifieed the service manager [redacted] that the threads were coming off with the drain plug. [redacted] the store manager and [redacted] the service manager inspected and evaluated what going to be the correct repair recommendation. [redacted] contacted [redacted] and advised her as to what was happening with her vehicle. Store manager explained that the threads were coming off with the drain plug and gave her options on doing the repair. SHe said that she had owned cars for years and this had never happened before. We explained that the oil pan was aluminum , a soft meetal and to consider the number of oil changes that the vehicle has had over the course of 147,236 miles. The options presented to [redacted] were to option 1 replace the oil pan, option 2 was to get a Honda Thread repair kit, but advised her that if the kit did not work the oil pan would have to be replaced. [redacted] also told her that Honda had a Technical Service Bulletin on this problem that was issued in 2005. [redacted] told me not to anything and she would pick up the vehicle when she got off work. When [redacted] came in the service manager [redacted] again explained the issue with her vehicle, however she wanted the repairs done at "No Charge"We refunded the purchase of the oil change gift card, and tried to explain that it was unreasonable us to do the repairs at no chargee when the only thing we did was inform her of the issue whith her vehicle. As a reputable repair facility the last thing we want is an unsatisfied customer, we always attemt to go above and beyond to accomadate their concerns, however in this case we were only the messenger.If you have any questions or need further information please contact me.Regards, [redacted] --- Region Manager [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

1. Thank you for your effort on behalf of a very disturbing trend toward women and their cars. [redacted] is a highly educated engineer. I read the answer from [redacted], Region Manager. He does need to us "spell check". It has changed somewhat from what actually happen, probably because he was not there. But did walk the company line.2. It is funny that they refer to the amount of miles that is on the car. Do they check each car that comein for an oil change and all the bulletins and tell anyowner that over a selected number of miles that therecould be a problem in changing the oil, I doubt it! There is not a manufacture of a car that says that. That is just a smoke screen. [redacted] also saidthere is something in a 2005 Service Technical Bulletinon this subject, please produce because the [redacted], another oops! No Honda dealer in this area ever heard of a Bulletin for a 2007, try again!3. The person that talked to [redacted], needs to go to "nice to customer" training and not beso rude. He was rude to me but I expected that becauseof his action to [redacted]. He was wrong in so many ways as I will continue to point out.follows: The mechanic just finished his last car and went to her car, which they had to get the key and drive it in, because she left it the night before asmall nuisance. He then gets under the car and uses his "power tool" to remove the plug. He stuck the socket on the plug and quizzes the trigger. Only, he forgot to push the button to remove the plug but it actually tightens the plug, oops. Then he tries to remove the plug only to find he has torn the threads loose. He stops and calls the manager who arrives and theydiscuss this and he leaves the plug partly in the pan draining the oil out and then the manager [redacted] calls [redacted].4. After talking to several mechanics from around this area they all agreed that probably what happed was as follows: The mechanic just finished his last car and went to her car, which they had to get the key and drive it in, because she left it the night before asmall nuisance. He then gets under the car and uses his "power tool" to remove the plug. He stuck the socket on the plug and quizzes the trigger. Only, he forgot to push the button to remove the plug but it actually tightens the plug, oops. Then he tries to remove the plug only to find he has torn the threads loose. He stops and calls the manager who arrives and theydiscuss this and he leaves the plug partly in the pan draining the oil out and then the manager [redacted] calls [redacted].5. They explain that probably she would have to have to replace the aluminum oil pan for around $500.00. After a few more minutes of talking she asked them to push the car outside and she will be there after work. After work she talked to [redacted] saying she did not feel it was her fault that one of their people did something to mess up the treads. He did not agree and provide different options to fix the issue but they could notdo them. So who really knows who should have to pay. The fault is not important, but the action or rather the lack of action from a "customer service" industry is the real problem. The plug was replaced with a bigger plug and oil was added for $44.00(see attached) by a professional service company. AAA towed the car to a mechanic where I live and repair the plug for a simple $44.00. Time and effort from both [redacted] and myself was a cost but who cares. What a waste.6. They also make a point that they refunded the purchase of a gift card, but only after she asked, forgot that part.7. His last line regarding the repair at "No Charge"is something you can use in "What not to do". It would appear the only thing they did was ruin the plug and make the car unusable until fixed, gee thanks. They lost oil changes from her cars and their dependability is in question. Was it worth the $44.00. Think not.

Regards, [redacted]

Review: I purchase a tire with hazardous insurance and as of today still covered, I took my car to Purcells for a repair on 05/23/13 for a free flat tire repair as is free for insured tires, I was told the tire is irreparable. as state on the insurance covered contract it stated that if tire cannot be repair it will be replace at no cost. They want me to pay full price of a tire for $130 instead of having replaced at not cost as stated on the insurance programDesired Settlement: As I have to purchase another tire for a total of $95 ( I have a receipt for this) plus charges at Purcells for having replaced the damaged tire for a spare $ 15 for a total of $110

Business

Response:

We at Purcell Tire are pleased to have this opportunity to respond to [redacted] complaint. Our store manager has attempted to reach [redacted] over the last few days with no response. If [redacted] would return to the store with his reciept, I belive he said he spent about $120 the manager [redacted] will refund him the money.

If you need any other information please let me know.

Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the businerreceiveeceivess's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I talked to purcells tire mánager [redacted]. I provided receipts I was told I will receive a check in the mail within a week.

We bought our son a near perfect condition 4 year old vehicle and took it to Purcell Tire to have the suspension raised. When I returned, the entire front end of the vehicle had been damaged by the car jack. They took no responsibility and actually blamed me, saying I had brought it in like that. I have been a customer at this shop for nearly twenty years. The new management is dishonest and careless. I strongly advise you to avoid this business.