ComplaintsforLucore Auto

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had scheduled an appointment on February 6th 2023 with Lucore Automotive Services at 8:00am. The car “symptoms” I gave were as follows. (2014 jeep grand Cherokee) Jeep over heated 1x No heat coming from the front dash or floor (only coming out from on top of dash and back window, setting you typically use to defrost windshield and or back window) Smart Screen works aside from using heat functions. All dials/ buttons below screen do not work and eco button flashes. I SPECIFICALLY told them it could be a few things 1) fuse is bad 2) need a coolant flush Or 3) there is a clog The worker at the desk said “well let’s not get ahead of ourselves and see what the diagnostic says” Calls later on and tells me I need to replace the whole ICS ( integrated central stack/ climate control… the whole screen and dials/ buttons below it) I obviously decline the work because the screen works. Only thing that doesn’t work is the heat functions. I then go to auto zone, look for the 49 fuse ( fuse for the ICS system.) replace it and EVERYTHING WORKS. I’m upset because they charged me 240$ for a diagnostic that was not correct. Even if (hypothetically) I went ahead and replaced what he said was “needed” to be replaced the new parts wouldn’t of worked because AGAIN THE FUSE was bad and they didn’t check the fuse like I asked them too. All I want is a refund and to never deal with this company again. (The fuse cost like 5$ and took a min or two to replace)

  

  Business response

  03/01/2023

  We recommended repairs after diagnosing the vehicle.  The fuse is blown,  due to a fault in the system.  it will likely blow the fuse again.  hence the recommendation of component replacement.  Customer declined repairs.  

  Customer response

  03/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19343776
  
  I am rejecting this response because: they never looked at the fuse and never said anything in relation to the 49 fuse being blown. I stated upon initial conversation my concerns in relation to what I believed was causing the issues. During ANY conversation had they DID NOT STATE the fuse was blown. All they said was that they wanted to replace the “integrated central stack/ climate control system”. I REFUSED their false diagnosis due to the fact the system they wanted to replace functioned aside from the heating control functions and sound control. I will AGAIN reiterate the fact that if I ACCEPTED their false diagnosis my ICS system would still not work because AGAIN they disregarded my concerns with the fuse being potentially blown and never looked at it to confirm if IN FACT it was blown. Not only did they disregard my concerns they said “let’s not get ahead of ourselves” as if to say what I was trying to relay to them in regards to my concerns as to what’s causing the issue was invalid because I’m not a “mechanic”. 
  
  Regards,
  
  ****** *****

  

  Business response

  03/22/2023

  We are sorry the customer feels they should not have to pay for services she authorized us to provide.

  A blown fuse is a result of an electrical load higher than the rating of the fuse to protect circuits and wiring from damage.  

  the component was recommended for replacement due it its known high failure rate.

  the fuse being blown is a result of the component issue, not the cause.

  customer declined to repair the module in question.  that is their choice.

  diagnostic fee was charged for time spent working on flow charts and researching vehicle trends.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son took our vehicle to Lucore {6/15/21) to have them check out a problem with the steering (There was a popping in the steering wheel during slow turns).Lucore misdiagnosed the problem and told us the front struts needed to be replaced. After spending over $1800 to replace front struts and sway bar links we still had the same problem with the vehicle .I ended up taking the vehicle to a Nissan dealership. They replaced the steering shaft which fixed the problem. I called Lucore on 9/7/21 and 10/1/21 and spoke to the manager (Dave Carter).I gave him my name and phone number and told him I wanted to speak to the owner(Richard Lucore).To date I have not received a call from Richard Lucore.

  

  Business response

  02/28/2022

  This 2011 Nissan Rogue with 119930 miles was brought in to us to repair a noise in the suspension.  
  

  The Nissan Rogue is known for strut turn bearing noise, upper mount noise and coil springs breaking.  
  

  After looking at the vehicle we recommended new struts due to Noise, high failure rate and mileage. Struts have a recommended replacement interval of 100000 miles. 

  Also, when rocking the vehicle side to side we found noise from the sway bar links in the front. This is also a high failure item that gets replaced often. The links on this car needed replacement as well. 
  
  We provided the customer with an estimate for proper repairs and it was authorized to be completed. 

  
  Work was performed and the vehicle was test driven. No other noises were found at the time of completion.  
  The vehicle came in 6/15/21 and was completed and picked up on 6/17/21 
  
  The customer states he called 3 months later on 9/7/21 and again on 10/1/21 to ask about the situation. If that is factual then We dropped the ball on calling him back.  
  

  In most cases if we repair a vehicle and the item/s we are working on do not make the proper repair. The customer will call within a couple days or bring the car back immediately to have us look at it again. In this case, the customer never brought the car back to us. They claim they called 3 months after the repair. Then they lodged a complaint with BBB 6 months after the repair.  
  

  Normally when a customer has an issue with a repair they are simply asked to bring the vehicle back for a follow up inspection to see if we made a mistake or if there is another item that needs addressed.  
  

  The parts we replaced are basic Maintenace items that were necessary as they were noisy and due by milage for proper operation & a safe vehicle. 
  I apologize for not calling back when you said you left messages. We clearly dropped the ball on communication. We are low staff and very busy. 
  
  Richard L
  614-873-4470 

  Customer response

  03/16/2022

  The owner's explanation of charges did not explain why we were charged $1823 for parts and labor for a repair that did not fix the problem that the vehicle was specifically brought in to them to fix (Popping in the steering wheel).Because we still had the problem after the repair I am not sure that replacing the front struts/sway bar links was even necessary. I think a partial refund would be a fair solution. That amount would have to be determined by the owner. I will say that L's price for the work they did is $393 more expensive than what Buckeye Nissan quoted me for the same repair when the vehicle was there getting the steering shaft replaced. Buckeye Nissan's price quote included labor, OEM parts (Which L did not use),a front end alignment, and tax.

*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. ↩