ComplaintsforThe Car Doctors

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The Car Doctors have engaged in deceptive business practices and damaged parts of my car to obtain more business. They did not fix my AC. They told me that they were installing an AC kit, but it turns out that they only installed a compressor. They damaged my engine ground wire, oil pan, and serpentine belt in an attempt to obtain more business. The phone conversation that I had with Kevin on April 18, 2024 before I picked up my car foreshadowed issues. He insisted that I should bring my car back if there are any issues and told me not to take it anywhere else. After picking up my car, I noticed new issues with my electrical system. My CarPlay monitor was flickering in and out. I later learned that the electrical issues were due to my engine ground wire being damaged. On April 20, 2024, the Car Doctors texted me asking how it was going. I was concerned, so I drove around without music to listen to the car run. I heard a squealing noise that was not there before. I looked under the hood to see that my engine ground wire was damaged. The squealing noise turned out to be the serpentine belt, which is new. The AC stopped working. The Car Doctors did not fix my AC. I communicated the issues to the Car Doctors via text, and they denied any wrongdoing. They pretended that the car was like that and sent me inspection photos with the engine ground wire and oil pan damaged. They wanted me to bring my car back in, but I refused. I refuse to let them touch my car again because I do not trust them. I have photo evidence that they damaged my car. I attempted to continue a text conversation, but they ignored me. In addition to the photos, their inspection also proves that they damaged my car. They inspected my car on April 17 and April 18. On April 18 they said that the engine ground wire and oil pan needed to be replaced. Those parts were not listed on the first inspection. Those parts were not listed because there was not an issue until they created one.

  Business response

  06/03/2024

  We are sorry that we did not meet her expectations. She did not allow us to communicate with her over the phone and our texts were bouncing back. The photos provided show previous damage that was not caused by the Car Doctors. We are proud of our 3 year / 36k mile warranty and always remind our customers that if they are not satisfied to bring it back and we will make it right. She did not give us the opportunity to do that. Her accusations are completely false and are proven by her pictures.

  Customer response

  06/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21764469
  
  I am rejecting this response because: 

  The Car Doctors are being dishonest. I gave them multiple opportunities to resolve the issue, but they refused to respond. They ignored my text messages. They did not care to make it right. There are multiple ways to communicate. If they really wanted to resolve the issue, they could have called or even emailed me.
  
  I did not bring my car back in because I did not trust them to do the right thing. I have evidence that they damaged parts of my car. I refuse to take my car back because doing so will give them another opportunity to further damage my car, costing me more money and time. They have proven to me that they are untrustworthy. Based on my phone conversation with Kevin, it all seemed pre-planned.
  
  What the Car Doctors is saying about the pictures is not true. I shared before and after photos with metadata that clearly prove that the Car Doctors damaged my car. The metadata shows that my engine ground wire photo was taken on April 16, one day before going to the Car Doctors. The photo shows that the engine ground wire was intact. The photo that I have of the oil pan was taken at the Car Doctors on April 17. Kevin brought me in the back while my car was on the lift for the diagnosis, and I took some photos. One of the pictures that I took has the oil pan in it. It was in great condition. I also shared a video showing how the Car Doctors damaged my serpentine belt. The belt is new and was replaced on April 5. After my service with the Car Doctors, it was squealing. The Car Doctors damaged these parts.
  
  I get regular inspections and routine maintenance on my car. It is well cared for. The engine ground wire, oil pan, and serpentine belt aren’t even parts that readily need repair. For instance, the engine ground wire is not even a part that typically needs to be replaced. It can last indefinitely. It is also located in an obvious spot. Why didn’t the Car Doctors notice that this part was damaged on the first inspection?
  
  Their inspections also prove that they damaged my car. I would like to point out that the Car Doctors did not mention the inspections at all in their response. The Car Doctors need to be able to explain why they performed two inspections and why the results of the inspections changed in the span of one day. The second inspection showed new damaged parts because there wasn’t an issue until they created one.
  
  The Car Doctors did not repair my AC as promised. They also damaged additional parts on my car in an attempt to obtain more business. I have posted reviews on other platforms, such as Google, Facebook, and Yelp, with pictures. The Car Doctors are being dishonest. People will be able to see the photos and judge for themselves.

  Regards,
  
  **** *****

  Business response

  06/17/2024

  As requested, our warranty and the invoice are attached. Please let me know if you need anything else. Thanks, ****

  Customer response

  06/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21764469
  
  I am rejecting this response because: 
  

  It is not clear if the Car Doctors are talking to me or a BBB representative in their response. I did not request their warranty info or invoice. The Car Doctors have not addressed any of the points that I made in my previous response. They are unable to explain why the results of the inspections differed in the span of one day. They are unable to provide an explanation for why new damage was found in the second inspection. Despite evidence, including photos and video, the Car Doctors are maintaining their dishonesty. It appears that they are not open to finding a resolution.

  Regards,
  
  **** *****

*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. ↩