ComplaintsforKB Autocare, Inc.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/30/2022 I took my vehicle to KB auto care to get it checked. I was told I need new brake pads and rotors because my car was making noises. My invoice total came up to $477.90, brake pad set front ceramic $65, brake Disc front Zinc coated $244.34, and replaced front disc rotors and pads (labor) $150. On 01/08/23 I had my younger son (8 years old) in the car with me and processed to drive out my parking lot when I realized that the brakes had failed. When I realized that the brakes were not working and my vehicle was moving forward and it was heading towards my neighbor's house, I quickly put the car in reverse to avoid crashing in their house, that's when my car hit the mail box station that belongs to everyone in that area. My neighbor witness this whole incident and told me to call my insurance right now. I called my insurance and they said that they will fix the mail box but will not take care of my vehicle and that I need to have KB auto care fix it. The next day I called KB auto care and explained everything to them but they were extremely careless about this whole situation and kept saying it has nothing to do with them and that its not their fault. I had Brake Squad check to see why the brakes failed that caused me to crash into the mail box, which had cost $75. Upon investigation by brake specialist *** discovered that the rear brake rotors looked to be recently replaced but were not new. The rear brake pads had worn to the point which caused damage to the caliper. This damage caused a severe brake fluid leak which has rendered the car un-drivable. I went in person to speak with KB auto care once again on January 11th 2023 to explain what the expert had stated but KB auto care was very rude and kept saying they they are not going to take care of what was wronged by them. They said they only way they would come tow my car and take a look at it would be if I pay for it. I would really appreciate it if BBB can help me in this situation. Thank you!

  Business response

  03/19/2023

  --------- Forwarded message ---------
  From: *************** <kbautocareinc@*************>
  Date: Fri, Mar 17, 2023 at 3:28 PM
  Subject: #********
  To: Dispute Resolution Team <drteam@mybbb.org>
  
  

  Dear BBB

  
  

  After reviewing the complaint carefully we have gathered some information 

  to our fullest knowledge.

  When ************************* had his brakes checked out by brake specialist we had

  agreed to check together since we couldn't visually inspect the vehicle after the accident.

  But we have not heard anything from either ************ or the *********** company.

  
  

  If you review the complaint carefully, ************************* the FRONT brakes

  were repaired at KB auto care and REAR brakes were the problem that caused the accident.

  I believe if the brakes were the issue, it would've failed immediately following the repair

  on 11/30/2022.NOT after driving 4000 miles or 5 weeks later on 1/11/2023.

  
  

  Again, we will warranty all repairs  but ************ cannot leave negative and untrue reviews. 

  I'm sorry that the accident happened, but we tried to communicate and resolve this matter

  with *************

   

  Truly,

  KB auto care

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to this place January 11th ‘23 to get an oil change. What they didn’t tell me is they flushed my coolant out and from there all of my problems with my car started to happen. As soon as I left , the car started to smoke. I stopped to check and see what the problem could be and I saw that there wasn’t any coolant inside. I then went to autozone just to refill it. Not thinking there was any other issue going on , I went home and I saw the coolant literally coming out of my car from underneath. I couldn’t even believe what was going on due to me NEVER and I mean never having an issue with my car. I went back to buy more coolant just so I can get the car back to the shop and it started overheating. I was so upset. I had to wait for a tow on the side of the road ,he sent the car to the shop and notified me the next day that he needed to change out the water pump. I wasn’t sure if that was the problem or not but he reassured me that would be the end of the issue. I left and came back hours later and they were testing the engine and making sure that everything was fine. When I asked him the price , he let me know I would be paying a total of $640 for the water pump. He told me he was going to keep the car overnight to make sure everything was good. There wasn’t any leaking anymore and he had it running for a good 30 minutes so I thought it was fine. The next day I went He just swiped and didn’t give me a detailed receipt or anything. I left thinking that everything was fine. I drove it home to see it smoking once again. Now I call him and he’s telling me to sell or trade in my car.I checked my bank statement to see he charged me $807. I was pissed. Not only that my car doesn’t work at all , he charged me damned near a thousand dollars for a car that can’t even drive. I went to another shop for them to tell me the engine is shot from whatever the previous mechanic did and it’s currently getting fixed. I need a refund or I’m taking this matter to court.

  Business response

  03/07/2023

  ---------- Forwarded message ---------
  From: *************** <kbautocareinc@*************>
  Date: Tue, Mar 7, 2023 at 9:23 AM
  Subject: Complaint ID ********
  To: drteam@mybbb.org <drteam@mybbb.org>
  

  
  To whom may it concern

  
  

  This is KB auto care.

  
  

  We received it via postal mail today.

  
  

  Here is the story about her VW.

  
  

  Customer came for an overheating problem then we checked the coolant level. Once we added coolant in the vehicle, we found some metal debris coming out from the coolant tank. So, we told the customer that it could be a blown head gasket problem. We asked her to leave the vehicle for further diagnostics and she left the vehicle. We performed coolant pressure tests and thermostat functionality. Noticed engine coolant Thermostat fully closed and wouldn't open. So we called her and said that let us try the thermostat first and let's see what happens next. She approved the job and replaced it. However, as we mentioned at the very beginning she brought the vehicle with overheating problems and the head gasket was blown.  

  Few days later she took the vehicle to the ********** dealership for trade in. That's what I heard from her when she picked it up from our shop.

  We never did Coolant flush on her car as she mentioned. That is not true.

  
  

  I will attach some pics when she brought the vehicle.

  Empty coolant leak additive bottles were on her vehicle which means she already knew about the problem.

  
  

  Thanks.

  
  

  Contact me if you have any questions.

  ************  

  ***************** ****

*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. ↩