ComplaintsforMeineke Car Care Center

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about June 01, 2024, I brought my 2011 Chrysler 300 to Meineke because the a/c was not working. They advised the problem was the actuators and blend doors. They replaced them with generic parts that did not work (in their shop). They then installed Mopar parts. I paid $1,182.17. The a/c worked. Around September 01, 2024, the a/c started working only intermittently. The symptoms were the same as on June 01. On September 12, I brought the ******** into Meineke. They replaced the actuators and blend doors with ***** parts. The a/c worked again. On Friday, September 13, the a/c stopped working. I called Meineke. I advised that I wanted my money refunded ($1,182.17). The man I spoke to said they couldn't do that. He said all they could do is to replace the warrantied parts. He told me to go to a dealer (****************) and have them inspect it to determine if the problem is with Meineke or defective parts. I do not want to go to ****************. I will have to leave the car there for a couple of days thereby missing more work. And then, who will fix it? The man I spoke to said the parts were defective. Here's the problem with that idea. Meineke used a set of generic parts and a set of Mopar parts on June 01. Then, they used a set of Mopar parts on September 12. What are the chances that all three differing sets of parts were defective? I missed two days of work in June and one day in September ($300) plus 2 **** rides in June ($40). Now, I have to take off early (around 1 pm) every day because my phone gets too hot to use for my delivery job. I want (at least) my $1,182.17 refunded. I know a company (that I've used before) that can fix my a/c correctly (I should have used them in the first place).

  Business response

  09/18/2024

  Good Morning,

  We at Meineke Car Care Center fully warranty our work, nation wide for 12 months or ****** miles at any Meineke in the country.  The work we performed on Mrs. ******** vehicle also carries this warranty.  We initially performed the work using aftermarket parts to help reduce parts cost for the customer.  These aftermarket parts failed, and we replaced these with Genuine Mopar parts directly from the dealership.  These upgraded parts were purchased and installed at no additional cost to the customer.  Please note that these upgraded parts are the same parts that would be installed by the dealer if repairs were to be performed there.  The fact that the newly installed Original Equipment actuators have failed may lead to the possibility that there may be an additional underlying issue that is causing this failure.  With that said, we've instructed the customer to bring her vehicle to us, or to any other Meineke Car Care Center in the country for additional diagnostic, but she has refused.  Because of this, we've now gone above and beyond our contractual warranty and have instructed the customer to take her vehicle to the dealer for additional diagnostic.  If there is anything that we missed from a diagnostic perspective or is we performed the repair incorrectly, we are willing to cover that diagnostic charge or the cost of any incorrect installation of these actuators, but the customer apparently refuses to take her vehicle to the dealership.  

  At this point, our contractual warranty is still active and the customer has the option to take her vehicle to any Meineke for an inspection and possible warranty repair or she can take her vehicle to the dealership for additional diagnostic.  Whichever she preferers.  From a diagnostic and repair standpoint we've done nothing wrong and we've actually gone above and beyond our scope of work by upgrading to original equipment parts and offering her a dealer diagnostic. 

  With that said, there is absolutely no reason to issue this customer a refund as the work performed is 100% covered under our nation wide warranty.
  

  Customer response

  09/18/2024

  Complaint: 22289213
  
  I am rejecting this response because: Why do you refer to me as "Mrs." ****** and use "she" and "her?"  This is disrespectful and shows your confusion not only about my obvious gender but also about the problem with my car's a/c system.  Another auto service company has found the problem and is fixing it.  They are replacing the flash control module and installing a MOPAR Software update.  ************ says you guys at Meineke cannot access these Mopar Software Credits.  It was a computer problem, not a problem with actuators or blend doors.  Continuing to offer to replace "warrantied" parts does not make sense because, while you said, "the work performed is 100% covered"... it was the wrong work.  You paid your technicians twice to perform the wrong work, and I paid $1,182.17 and my a/c doesn't work (until tomorrow).  I am, therefore, entitled to a full refund.  
  
  Regards,
  
  ***** ******

  Business response

  09/19/2024

  Mr. ******,

  Vehicle diagnostic sometimes takes several iterations as stated in most nationally recognized vehicle repair manuals.  A technician works through his diagnostic procedure until he finds a defective component within the system in question.  That component is individually tested to confirm whether it's functioning correctly or not.  In many cases, if a component is deemed to be failed, it must be replaced before continuing the diagnostic. If the vehicle or system exhibits an intermittent issue, the diagnostic procedure is compounded because the failure issue must be present while completing this diagnostic procedure.  After replacing your two failed actuators, we tested the system and it was operating correctly at that point.  This lead us to the conclusion that the failed actuators were in fact the only issues causing your A/C problem.  The fact that the error is coming back and that we've now replaced a second set of original equipment actuators is a sign that there is something else causing your actuators to fail, and we need to continue our diagnostic.  But you have refused to bring your vehicle in to allow us to complete this diagnostic at no additional charge.

   As I mentioned previously and above, the fact that the newly installed Original Equipment actuators have failed may lead to the possibility that there may be an additional underlying issue that is causing this failure. I'm glad that the dealership (or other reputable shop) has potentially found this underlying issue. I'd suggest for you to drive your vehicle for a few days after you receive if back from that shop to verify that their diagnosis and recommended repair has correctly fixed the problem and that it doesn't come back. As far as your actuators. Your original actuators were stuck and were not functioning and needed to be replaced regardless of whether your A/C control module is updated or not.  You have two new, original equipment actuators on your vehicle where you previously had two defective actuators.  I can't tell you without additional electrical diagnostic whether the module reflash will correct you problem. I hope it does, but the fact is that we replaced two stuck actuators with new original equipment actuators and that a module reflash alone would not make your system work without having replaced the two broken actuators. So as I stated before, bring us a copy of the dealership's (or other reputable shop's)  diagnostic report and a copy of their invoice.  If the problem is fixed with the reflash, then we're willing to reimburse you some or all of our diagnostic charge as a customer concession, but we will not reimburse you money for having replaced your defective AC actuators because they were defective and your problem would not be fixed at any point without replacing these actuators.

  Customer response

  09/22/2024

  Complaint: 22289213
  
  I am rejecting this response because: I brought my car in on September 12, 2024.  Your diagnostic showed defective or not working actuator(s) and blend doors.  You replaced those and sent me on my way.  The a/c failed the next day on September 13.  In contrast, the company that just repaired my a/c also did a diagnostic.  But they did not replace the actuators and blend doors.  They performed the updates I outlined previously.  In addition, it was discovered that the clutch in the compressor was failing and so they replaced the compressor.  My a/c works fine now.  So, we have a difference in diagnostic abilities.  Again, on June 1st, you replaced actuators and blend doors twice, once with generic and once with Mopar.  A little more than 3 months later, on September 12, you again replaced the blend doors and the a/c failed the next day.  I paid you $1,182.17 in good faith that you would repair my a/c problem and twice, you did not hold up your end of the bargain.  To me, it did not make sense to continue returning to your company so you could do the same diagnosis and replace actuators and blend doors.  You were not able to competently diagnose the a/c problem, it's as simple as that.  I think anyone who reads this will agree with me, especially consumers who want companies to perform quality service resulting in satisfied customers.  Your offer of refunding all or part of the diagnosis fee is laughable.  So, I guess you can choose to not refund my money and have this complaint remain with the BBB, or you can do the right thing and refund my money.  
  
  Regards,
  
  ***** ******

  Business response

  09/25/2024

  Mr. ************* can keep going back and fourth on this, but here are the facts related to your repair.  Your vehicle came in with your A/C not working. It had two defective blend door actuators, we diagnosed those actuators and confirmed them as non-functional, you paid for those to be replaced, and you now have two good (original equipment) actuators on you vehicle. Your vehicle left with the A/C working due to the replacement of your two actuators. We will not be giving you any money back for replacing your actuators because the ones you had were in fact bad, and you now have two good ones.  It's that simple. 
  
  The possibility that your vehicle may have additional and intermittent air conditioning system issues aside from the already replaced actuators is a different matter, and we would have continued additional diagnosis with our master technician at no additional cost to you if you had brought your vehicle back to **, but you took it to someone else.

  Customer response

  09/29/2024

  Complaint: 22289213
  
       I am rejecting this response because: On June 1st, Meineke installed actuator blend doors.  This worked until about September 1st.  On September 12, Meinekes diagnosis was that the blend doors were defective and they replaced them.  The next day, the a/c quit working.  
       Another companys assessment was that I needed a software update and a compressor. That didnt work either. 
       On Friday, 9/27, I had the insight to replace a relay a/c clutch fuse for $20.  Thats what was needed all along. 
       Charging me $1,182.17 to replace blend doors, twice, did not result in my air conditioner working (well, for 3 months, it was good).  The diagnosis was missed.  It was a relay fuse. 
       Who among you reading this believes Meineke is justified in charging me $1,182.17 for their repairs outlined in this text?

       Who among you believes that both companies missed the diagnosis? 
  
  
  Regards,
  
  ***** ******

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