ComplaintsforUniversal Tire and Auto, LLC
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Complaint Details
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Initial Complaint
01/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Faulty repairs and scare tactics, and intentional damage done to vehicle.Brought my 2007 Audi A7 in for auto brake and adaptive cruise control diagnosis. No check engine light was on. Universal tire and auto said I needed to replace engine oil separator and used scare tactics to force the repair. They claimed this would also fix the Adaptive Cruise Control (***) and auto brake. Spent $1714.85. Picked up vehicle. Check engine light was on. Brought car to shop 6 times. Each time claimed it was fix. Left, within 20 minutes alert came back. One associate mentioned clearing codes and alluded to work not being done. Ubered each way, took time off work. Additional scare tactics, now they claimed the Intake runner had issues affecting *** and auto brake and if I didnt repair ASAP I would cause permanent damage to my engine. $2639.63 spent. Picked up vehicle. *** and auto brake still didnt work. Purchased my own fault code scanner and Intake Runner Valve code came on AFTER spending $2639.63 after Universal Tire and auto damaged the vehicle. Brought car back again, requested call from owner. Service manager **** mentioned owner does not give his info out and wont call me directly. Said that he wasnt working there during original repair but confirmer that there was no risk of damage to my vehicle if I were not to have paid / proceeded with the prior scare tactic / mechanic falsified engine oil seperator / intake runner valve.Requested call back from owner for fair compromise. No call. Had the audacity to offer a complimentary inspection of the *** / Auto brake issue. *** / auto brake still unresolved as of today after spending $1714.83 + $2639.63. Received quote for another $2k+ to fix initial issue (*** and auto brake).Within 3-6 months of my first visit, car was inspected by mechanic and in excellent condition. Predatory business. Car issue not fixed. Company did not troubleshoot issue and charged for non issues created by company. BEWARE.Business response
01/25/2024
Mr. ********* initial service with Universal Tire & Auto was on 7/31/23 for oil change service and for a system code pull due to a sensor light being on his dashboard. The code was related to the operation of the Intake runner. During the oil change service, our Euro Master certified technician performed our standard safety & maintenance inspection. ************** discovered a major oil leak after removing the engine guard to access engine drain plug and confirmed that the oil leak was from the engine oil separator (PCV System). Our service manager made ******************** aware of the oil leak and brought him to his vehicle to physically show him the leak. Our service manager provided a quote for the repairs.
******************** scheduled for the engine oil separator repair (preordered from Audi) for 8/11/23. During the repair, our Euro Master Certified technician noticed that the intake runners were not operating properly (confirmed by the codes found in the system earlier). He was able to find the technical service bulletin from Audi of ******* which describes a mechanical defect with the intake runners for this vehicle. ************** suggested at that time to replace the part as the vehicle was torn apart and would not add any additional labor, as opposed to paying for the same labor in the future. Our service manager again made ******************** aware of the technicians findings and provided a quote, to which ******************** declined at that time.
Almost 5 months later, ******************** called and scheduled to replace the intake runners due to a drivability issue with his vehicle. We had previously explained that drivability issues will happen. On 1/4/23 ******************** came in for his appointment and at that time mentioned that his adaptive cruise control was inoperable, which was added as a labor line for the technician to address. No diagnosis were performed or charges invoiced at this time because when there is a major drivability issue seen by the main computer, sometimes secondary systems such as the cruise control gets shut down to prevent damage to vehicle. ******************** was informed by the service manager that should the cruise control issue come back after the repairs, he will have to pay for hourly diagnosis time, however many hours it took. He said he was glad because he did not have any more money and hoped that this issue would be remedied by the intake runner replacement.
The intake runner repair was complete along with the high pressure injector seals as preventative maintenance.
******************** called the following week and stated that the check engine came on during a trip out of town, to which we instructed him to bring in the vehicle to in order to scan the system for any fault codes. On 1/12/23, ************** found a worn vacuum hose, which we replaced at our cost for customer satisfaction. ******************** also bitched and moaned about the adaptive cruise control issue. So our service manager ended up giving him $689.74 plus tax worth of free diagnostics. The vehicle needed the front Cameras control module plus programming about $2389.24 repair.
The following are the discrepancies in Mr. ********* complaints filed against Universal Tire &Auto:
******************** has a 2013 Audi A7, not a 2007. ******************** has been to our facility 5 times (for multiple repairs) not 6.
******************** mentioned the adaptive cruise control & automatic braking system failure on 1/5/24 and not as the initial issue, as notated on the repair order.
The check engine light was on when he came in for his first oil change service with our company on 7/31/23.All repairs were completed on Mr. ********* vehicle and the chargeback that ******************** has filed is currently theft of services, as the parts that were replaced are operating properly. ******* leak was resolved, along with the failing intake runner is functioning as well. We also have given ******************** about $1000 worth of repairs and diagnosis.
******************** was quoted for the repair on the adaptive cruise control & automatic braking, which ************** spent approximately 5 hours diagnosing, at no cost to ******************** whatsoever; therefore the chargeback for the repairs that we completed is unwarranted.
We are a very reputable repair shop that has been operating for the last 10 years and we absolutely do not need to use scare tactics, we simply provide the facts of what we find during our inspections & diagnostic procedures. We also ensure transparency and education to all of our customers so they are able to make an informed decision.Customer response
01/30/2024
Complaint: 21140097
I am rejecting this response because:
The response provided from Universal Tire and Auto is a false representation of the facts of the situation. All dollars paid to Universal Tire and Auto were under the contingency that these would address the issue at hand (Adaptive Cruise Control and Audi Braking Guard). Thousands of dollars spent through scare tactics, a multitude of trips and time taken off of work, and the initial issue still remains unresolved as of 1/30/2024.Paragraph 1 from Universal Tire & Auto response: "************************ initial service with Universal Tire & Auto was on 7/31/23 for oil change service and for a system "Code Pull" due to a sensor light being on his dashboard. The code was related to the operation of the intake runner".
This is false. The response from Universal Tire and Auto, and inaccurate outline of events, is indicative of this Universal Tire and Auto engaging in fraud by charging for unneeded parts of the vehicle or claiming unneeded further repairs were necessary to cure the issue in which I brought my vehicle in to this establishment.
My Audi A7 was brought in to assess Adaptive Cruise Control (***) and Audi Braking Guard (Not because of a "code related to operation of the intake runner"). Intake runner was not mentioned by Universal Tire and Auto until subsequent visits. If the intake runner were identified by Universal Tire and Auto, why would this not be outlined in initial proposal? The allegations in the response do not align with reality.
Per invoice history documented (8/11/23 invoice - ********** Seperator and Additional time to clean and reseal injectors), no mention was made of intake runner valves at this time. Universal Tire and Auto stated that the *** and Audi Braking Guard alert fault alert would be triggered by the ********** Seperator, and that this would cure the issue and it was expressed as a "major issue". Through urgency scare tactics, and the pretense of this repair would cure the *** and Audi Braking Guard, I engaged further. After work was completed, I left Universal Tire and Auto, and the *** / Audi Braking Guard fault light came back on again on my way home. Universal Tire and Auto assured me that this was inspected, and they would just need to "clear the code". Vehicle brought back again. Left, still on. Repeat. Subsequently, Universal Tire and Auto outlined additional 'issues' that allegedly needed to be addressed to cure the *** / Audi Brake Guard. The details of Universal Tire and Autos response spotlight the fraudulent behavior of charging for unneeded parts of the vehicle & claiming unneeded further repairs were necessary to cure the issue in which I brought my vehicle in to this establishment.As of 1/30/24, the initial issue is still unresolved as documented in pictures provided.
Paragraph 2 from Universal Tire and Auto Response- "Out technician suggested at that time to replace the part as the vehicle was torn apart and would not add any additional labor, as opposed to paying for the same labor in the future. Our service manager again made ******************** aware of the technician's findings and provided a quote, to which ******************** declined at the time."This is false. I did not receive communication from Service Manager as outlined above. Universal Tire and Auto will not be able to provide any documentation of this false statement.
Paragraph 3 from Universal Tire and Auto Response - "******************** called and scheduled to replace the intake runners due to a drivability issue with the vehicle. We had previously explained that drivability issues will happen. On 1/14/23 ******************** came in for his appointment and at that time mentioned that his adaptive cruise control was inoperable, which was added as a labor line for the technician to address."
This is false. There was no drivability issues with the vehicle at any time. I brought the vehicle back because the Adaptive Cruise Control (***) and Audi Brake Guard was still inoperable. As outlined and affirmed in conflicting statements in Universal Tire and Auto's response, the *** was the reason the vehicle was initially brought in and why I engaged in subsequent work to cure. The notion that a labor line was added for something that was the entire reason for previous visits is an example of the internal confusion and at worst fraudulent, at best disjointed internal communication and approach to remedy of reason I engaged with this establishment.
Paragraph 3 from Universal Tire and Auto response, continued- "******************** was informed by the service manager that should the cruise control issue come back after the repairs, he will have to pay for hourly diagnosis time, however many hours it took. He said he was glad because "he did not have any more money" and hoped that this issue would be remedied by the intake runner replacement."
Again, conflicting false and predatory sentiment outlined in the statements from Universal Tire and Auto. Paying for hourly diagnosis time for the initial reason the vehicle was brought in. Have bank account documentation of adequate funds available (Not sure how monetary status false claims relate to this matter?)
Paragraph 4 from Universal Tire and Auto response- "******************* called the following week and stated that the check engine light came on during a trip out of town. On 1/12/23, ************** found a worn vacuum hose, which we replaced at our cost for customer satisfaction. ******************* also bitched and moaned about the adaptive cruise control issue. The vehicle needed the front cameras control module plus programming about $2389.24 repair.After a 5+ visits, yet another return because of a fraudulent / incorrect diagnosis by Universal Tire and Auto. This time, a "worn vacuum hose"; further indication that Universal Tire and Auto engaged in charging for unneeded parts of the vehicle or claiming unneeded further repairs were necessary to cure the issue. Another proposal for another further repair needed to cure the issue. Positioning the "free labor" for the *** / Audi Brake Guard as a customer service gesture when this was a critical action that should have been taken day one (initial cause for vehicle being brought in.
The verbiage "Bitched and Moaned" is very indicative of the mindset and predatory actions taken by this establishment. I kindly expressed my frustration and asked for a call from the owner. Service Manager stated that the owner does not call customers.
Paragraph 5 from Universal Tire and Auto Response - "The following are the discrepancies...******************** mentioned the adaptive cruise control and automatic braking system failure on 1/5/24, and not as the initial issue, as notated on the repair order".
False. There was no sensor other than *** / Audi Brake Guard at time of initial visit. This was the reason for the visit. The fabrication here, or lack of internal communication or understanding of the situation by owner **************** Manager stated that prior service manager no longer worked there) may be part of the issue. Have spoke to multiple front office folks in the shop each time I visited, and all were aware of reason for visit. "Sensor Light" indicated on 7/31 statement of services relates to the initial issue, *** and Audi Auto Brake..
Paragraph 5 from Universal Tire and Auto Response - "The check engine light was on when he came in for his first oil change with our company on 7/31/23".
False. There was no check engine light on my vehicle when it was initially brought in on 7/31/23. *** / Audi Auto Brake alert were the sensor lights on the dashboard that caused me to come to this establishment.
Paragraph 6 from Universal Tire and Auto Response- "All repairs were completed on Mr. ********* Vehicle"
False, initial issue still unresolved and business engaged in fraud by charging for unneeded parts of the vehicle / claimed unneeded further repairs were necessary to cure the issue."******************** has filed is currently theft of services".
False, initial issue still unresolved and business engaged in fraud by charging for unneeded parts of the vehicle / claimed unneeded further repairs were necessary to cure the issue.
"******************** was quoted for the repair on the adaptive cruise control and automatic braking, which ************** spend approximately 5 hours diagnosing, at no cost to ******************** whatsoever; therefore the chargeback for the repairs that we completed is unwarranted"
False, initial issue still unresolved and business engaged in fraud by charging for unneeded parts of the vehicle / claimed unneeded further repairs were necessary to cure the issue. Would have not have engaged in these alleged repairs (To date have not seen proof that the alleged repairs even occured, and they have been deemed unnecessary to cure the issue that the vehicle was brought in for).
"We are a very reputable repair shop that has been operating for the last 10 years and we absolutely do not need to use scare tactics, we simply provide the facts of what we find during our inspections and diagnostic procedures. We also ensure transparency and education to all of our customers, so they are able to make an informed decision."
Scare tactics were demonstrated, plus engaged in fraud by charging for unneeded parts of the vehicle / claimed unneeded further repairs were necessary to cure the issue. There was no transparency or education, and the decisions made were a result of the predatory actions. These actions are reflected in the conflicting and inaccurate response comments from Universal Tire and Auto; along with vulgarities in their response which also speak to their overall approach to customer service.
Please proceed with issuing credits for the erroneous work completed for reasons outlined above, so that we may consider this matter closed.
Sincerely,
***********************************
Business response
02/02/2024
To reiterate, Universal Tire and Auto is a business that only operates in honesty and transparency, which has contributed to our success in the automotive repair industry. Our only goal is to present the facts and clearly educate every customer in regards to repairs on their vehicle. We have documentation in digital, physical, audio and video of what was relayed and explained to ******************** along with completion of all repairs that were performed. This was presented to the ************************ credit card company, in response to the chargeback that he submitted and based on the facts provided they ruled in our favor. All repairs that were completed, are covered under our 2 year/24k mileage warranty.Customer response
02/05/2024
Hi BBB,
Universal Tire and Autos response remains false, and fraudulent activity is occuring. Multiple news stations have been contacted along with FL *********************** since no action was taken here. I am not satisfied with their response; please ensure that my 1 star review remains on the BBB website, and please re open complaint.
Initial Complaint
02/20/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
The transaction was on 4/18/22 (Please see the attached: 2022 04 18 Radiator Alignment..), Originally I brought my 2006 Acura TL for an alignment, but they found the Radiator leak and need to be replaced. I asked for the OEM Radiator, but it was replaced with an aftermarket one. Cost me $532.94 (Ref. doc. 2022 04 18 Radiator Alignment..) On Saturday 1/14/22 I brought the car to Univ Tire & Auto LLC for them to take an exam and I ask them to replace the Radiator, After 15 minutes a got a call and after that, the manager told me "NO Leak" and then ask me to open the hood and show me where the oil leaked. even with the blue cooling fluid marks, but he (the manager) said "no leak". so I went home. (Please see attached pic 1.. thru pic 6...) Today 2/19/23 I checked and refilled my Radiator with 1/4 gallon of cooling. I would ask for reimbursing the cost of a new radiator that was installed in my car Account Order and Tracking Number: INVOICE #: ***** ******** ** ********* ******** ** ******* **** ****** ****** **Business response
02/20/2023
All repairs completed by our shop has a 2 year, 24k mile warranty. We will gladly inspect the vehicle & replace the part if needed and within the specified period.Customer response
02/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.Today, I would like to withdraw and drop the complain about them and happy with the repaired that they did today
Sincerely,
****** **
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Contact Information
Business hours
Today,9:00 AM - 4:00 PM
MMonday | 8:00 AM - 6:00 PM |
---|---|
TTuesday | 8:00 AM - 6:00 PM |
WWednesday | 8:00 AM - 6:00 PM |
ThThursday | 8:00 AM - 6:00 PM |
FFriday | 8:00 AM - 6:00 PM |
SaSaturday | 9:00 AM - 4:00 PM |
SuSunday | 8:00 AM - 6:00 PM |
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.