Complaints

This profile includes complaints for Luke's Auto's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Luke's Auto

  5393 Sinclair Road Columbus, OH 43229

  
• 

  Luke's Auto

  4818 Reed Rd Columbus, OH 43220

  
• 

  Luke's Auto

  1107 Dublin Rd Columbus, OH 43215-1005

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 19th I dropped off my car for repair at Lukes auto on **** **. The engine light was on. The car was running rough, shaking, vibrating and puttering like it could stall out. I have had to take the car in a total of 3 times and it runs no different from when I first brought it in. The engine light is still on and the car sounds like it is going to stall out. Ive talked to the mgr ****** and the Owner ****. I paid $1475 for a fuel injector repair and was told that was gonna fix the issue. Now Im being told they think it may be the timing chain which would be about $3000 but they dont know for sure. They have replaced the spark plugs and tried doing other things, but it has not fixed the car at all. I have a car that is running poorly and it sounds like it is going to stall out. And the engine light is still on. The work that was done to the car did not fix the issue. I want a refund. The car is not drivable. The owner says if he was in my shoes, he would feel the same way. If thats the case, then refund me the money because the repair did not fix the issue. If **** can not refund me the money I will be filing a complaint with the *****************************.

  Customer Answer

  Date: 01/12/2025

  Sunday, January 12 2025 1:24 AM
  From: ComplaintKEITH ******* **************
  Duration: 1 minute 36 seconds
  Voicemail box: 204
  Transcript:
  Yes. My name is ***** *******. My phone number is ************. I did just fill out online a complaint with Luke's Auto on *************. I just want to reiterate, I've talked to the owner and I've talked to the manager and I've taken the car in non-stop since I've gotten the car it's been at the shop in 20 days right when I pick it up I started there's it's just sounding like **** so he I talked to the owner is like a 50-minute conversation is just going in a circle where he understands but he's not gonna give me any money back and have a car that doesn't run after $1 ,400 worth of repair. And I understand, I just kind of want to reiterate, I understand that they tried to put plugs in it, but that didn't do anything. You don't tell someone this is a problem, and then you pay for it, and then it didn't fix the issue, and it's, well, that needed to be done anyway. Well, you told me that's the problem. So if he doesn't want to give me my money back, I don't want to hear from him. I'll go to the Ohio Attorney General because this is ridiculous. But I appreciate you guys letting me file a complaint. I look forward to hearing what the outcome is. Thank you.

  Customer Answer

  Date: 01/14/2025

  COMPLAINT ID ********
  
   
  
  ***** ******* <*************************>
  Tue, Jan 14, 12:07 AM
  to **********************************************************************************************
  
  This email is  in response to the info you are requesting.   ( Repair orders, any paperwork relating to this issues. ) 
   From: ***** McGrath  Phone ************ 
  COMPLAINT ID ********
  
  
   
  1st link  click...... paid ********. Fuel injector repair. Advised would fix issue. PAID 12-24-2024
  **********************************************************************************************************************************************
  
  
  
  
  
  2nd link..click. Now being advise could be the timing belt...repair before tax *******...this is a quote originally given on 1-2-2025. 
  **********************************************************************************************************************************************
  
  --------------------------------------------------------------------------------------------------------------------------------------
  
  Just to reiterate. My car is still running rough, shaking and vibrating. The car has its engine light back on and is misfiring.  The code it is showing is P0306. ( Per Autozone pulling the code for me )
   It  feels like it could stall out. I have taken the car in 3 times to Lukes. I have given Lukes Auto plenty of chances to make it right. The car has pretty much been in there shop non stop for 20 days. From 12-19-2024-1-7-2025. Every time I picked up the car it sounded no different than it did before. Then the engine light comes right back on. 
  
  On the 2nd and 3rd time I understand they did try some other things to fix the car like changing the spark plugs ETC. But what they have done has not changed at all how the car is running. There is something wrong with the car.
   Now they are saying I need to pay 3 K for a timing chain replacement. They "think" that is the issue but not for sure. I have talked to ****** the *** and **** ****** the owner. They refuse to do the timing chain repair at no cost. And they refuse  to give me a credit. 
  You can not charge me ***** and say that is the problem with the car. Then hand me the car back and it sounds and runs no different. I have taken the car back over and over  a total of 3 times and now they say it is something else. 
  The bottom line is the car sounds no different now then when I first took it in. I leave Lukes Auto parking lot and the engine light comes back on.  
  I want a full refund so I can take the car somewhere else, somewhere where they can actually  fix the car.
    
  
   
  
  ...
  
  [Message clipped]  View entire message
  

  
  

  Customer Answer

  Date: 01/21/2025

  ***** Corner<*********************************************************************************>	Tue, Jan 21, 1:51 PM (10 days ago)
  toDispute,******

  22800328

  *******, *****

  20002725

  Luke's Auto

  01/12/25

  01/21/2025

  Follow up sent to Business

  ******, ******

  1-21-25KC  Consumer called wanting to know if there was anything new on his complaint. I transferred his call to ****** ******** VM & emailed DRC & ******* Doc in CID Notes also.

  
  

  
  

  

  Business Response

  Date: 01/22/2025

  While we understand the customer's frustration, the vehicle has multiple issues. The 2012 **** Escape is 13 years old with 116,935 miles. As shown in the attached pictures, it had 4 different trouble codes when we originally worked on it indicating several different issues. The main concern was a cylinder misfire and a fuel injector circuit fault. Our replacement of the fuel injectors solved the misfire and the P0205 code hasn't returned since the repair (verifying that we solved that issue.) The technician also noted that there was a constant misfire on cylinder #5 which was solved. We noticed that the spark plugs were worn and decided to replace those at no charge to the customer as well. There is still an intermittent misfire on different cylinders and we would need to disassemble some of the engine to check the timing chain as the next step. 

  

  Business Response

  Date: 01/22/2025

  Here's my personal cell # if you'd like to speak to me about this. ************

  Customer Answer

  Date: 01/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22800328
  
  I am rejecting this response because: On 12-19-2024 I took the car in to Lukes Auto Shop. The car had the engine light on. The car was shaking, puttering, and vibrating. It felt like it  could stall out. These symptoms are when the car is sitting still. Not so much when it is going at higher speeds. The  shop told me the problem was the fuel injectors that they needed replaced. I had the work done. ( Costly repair ) 
  The shop said the codes that were  pulled for the 1st repair was P0205,P0305,P0316, P0456.  Misfire in cylinder 5.
  When I picked up the car the car sounded the same. I drove  it home and the engine light came right back on. I took it back to the shop  the same day. They said they would look into it again.
  
  They replaced a EGR valve.  They said that was the issue. I pick up the car  a second time. Same thing, car sounds no different and the engine light comes back on the next day.
  
  
  I take it back a 3rd time. A different code is coming up now they state, one being P0306. They end up changing the spark plugs, Direct Ignition Coil, and the Oxygen Sensor. Those repairs have not changed anything. Car still runs bad and sounds the same. 
  They advised they think that the timing chain needs replaced. But they are not sure. They quoted a very high dollar amount repair for changing the timing chain. ( 3 K after taxes ) 
  
  
  I have the car now. Engine light is on. I had Auto Zone pull the code and the code is P0306. Car is still misfiring.   Report from autozone says Cylinder 6 misfire detected. 
  
  
  
  
  I already  spoke to the owner **** on 1-7-2025 in the morning for 50 minutes. He stated because the codes that first came up when they were working on the car pointed to the fuel injectors. Due to this **** the owner stated  he  can not offer me any refund. And they are not able to do the work on the timing chain for no charge. I already talked to the owner  **** and it went no where. Hence why I filed the BBB complaint.  
  The fact of the matter is I paid for a costly repair and the car still runs the same and the engine light is still on. I've told **** this but he still refuses to offer a refund.  The car was not fixed correctly, and kept getting returned to me in the same condition. So I reject the business owner response, I already talked to the owner ****. 
  
  Regards,
  
  ***** *******

  Customer Answer

  Date: 01/27/2025

  Monday, January 27 2025 11:19 AM
  From: CS RequestKEITH ******* **************
  Duration: 1 minute 14 seconds
  Voicemail box: 121
  Transcript:
  Yes. This is ***** *******. This is regarding complaint 228-00328. I think I was talking to someone. They were going to transfer me to a supervisor. Again, this is about my name is ***** *******, complaint 228-00328. I think my case is still waiting for response from the business after I rejected it. My concern is I've left three to four voicemails with ****** ****** who's I guess the dispute person that's doing my case. I haven't received a call back once from him. I don't know if they don't call people back. I would assume customer service would tell me that if that was a case. So I don't know why I'm not getting any call back from him but I've left three to four voicemails in a two-week time frame. So I think that's not very So, I would kind of like a response, like, why is this happening? ************, I don't know if somebody else needs to take over my case if he can't call me back once in two weeks. So, thank you.

  Customer Answer

  Date: 01/30/2025

  
  Time: Thursday, January 30 2025 3:50 PM
  From: CS RequestKEITH ******* **************
  Duration: 2 seconds
  Voicemail box: 121
  Transcript:
  Thank you.
  Rate this transcript's accuracy Star rating

  

  Business Response

  Date: 01/31/2025

  We are unwilling to give a refund. The parts we replaced were bad and this is verified by the codes not returning for the cylinder at fault.

   

  Customer Answer

  Date: 01/31/2025

  Mr. ******* retuned my voicemail message.  I shared that I had listened to the call he had with ****** yesterday and I apologized for how he was treated during the call.  I also noted that  ****** had provided incorrect information to him regarding how long complaints can be open.  Most complaints are closed within 30 days.  I briefly went over our normal process for handling complaints.  I added that I had reviewed the messages he had left for ****** and *** ***** our Director of Dispute Resolution and **************** and I said it was not acceptable that he  did not receive a timely call back or email reply.   I assured him that this was being addressed with both ****** and Tre.  I added that Tre had reached out to the owner of Luke's Auto regarding a response to his last rejection. 
  
  Mr. ******* shared his experience with trying to get his car repaired.  He noted that the work performed had not addressed the issues he was experiencing with his car.  I reviewed the information we received and noted that the business stated that "the replacement of the fuel injectors solved the misfire and the P0205 code hasn't returned since the repair (verifying that we solved that issue."  They also noted the age (2012) and mileage  (*******) of the vehicle and that they noted " spark plugs were worn and decided to replace those at no charge to the customer."  They added that "there is still an intermittent misfire on different cylinders and we would need to disassemble some of the engine to check the timing chain as the next step. "
  
  Mr. ******* noted that when he picked up his vehicle the car still was running poorly and that the check engine light was still  on which demonstrated that they did not properly repair his vehicle.  He also said that the owner had offered to drive the vehicle but never did.  I said I understand Mr. ********* frustration that the time and money he spent had not fixed his vehicle.   I shared that the original repair that  was done appeared to have resolved one of the issues his vehicle had and that usually a request for a refund is made when there was a problem with the service or part that was performed.  Mr. ******* responded that since the repair had not fixed his car that the business should refund the money he paid. 
  
  I shared the final response we received from the owner today: "We are unwilling to give a refund. The parts we replaced were bad and this is verified by the codes not returning for the cylinder at fault."  At this point Mr. ******* said he would need to call me back on Monday.  Before our call ended he requested that ****** no longer be assigned to his case.   He shared that he works in customer service and that he would be fired if he spoke to a caller like ****** spoke to him.  I again apologized for how he was treated.  He thanked me for our conversation and said he would call me on Monday. 
  

  Customer Answer

  Date: 02/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22800328
  
  I am rejecting this response because: As indicated previously the car left your shop in the same condition that it came in. The engine light  is still on and it is still running rough, puttering, Etc. I had to take the car right back  in  to your shop three times and it is still not running any different.  I paid *******. Right now I am willing to accept partial credit of 1000. That should cover the parts. You are not giving any resolution to the issue.  Let me know. 
  
  

  

  Business Response

  Date: 02/04/2025

  We are unwilling to give a refund. The parts we replaced were bad and this is verified by the 4 codes we addresses not returning. (Picture of codes and invoice are attached.

  Below is a link to our original inspection with 4 separate trouble codes.

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

  Customer Answer

  Date: 02/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22800328
  
  I am rejecting this response because: My response is the same. The repair did not fix the issue, which I was advised by your repair shop it would.  The car is still running rough, puttering and has the engine light on with code  P0306.  The car kept getting returned to me in the same condition. You are refusing to resolve the issue. I will be writing a letter to the Ohio Attorney General. 

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

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  "BBB took a complaint over the phone. Please see below text voicemail description.

  Hi, my name is ****** ******, complaint number ***********. My phone number is ************, and another number ************. I took my car over, I had my car sent over to **** Auto and I called them and I gave them my contract number for my warranty and I gave them their phone number and I explained to them that they had to call before they do anything to the car and the guy named **** ended up calling me and then he fixed the car but I didn't know that he didn't call warranty company he kept telling me that I had to pay like $2 ,500 for the car to get it fixed I'm like that's too much I don't have it so I end up brawling the money and I got on a long payment plan to pay these people back and come to find out he never even called him first he told me they told him that I didn't have a warranty on the car then while I'm standing there keeps in the office was closed because it was out the lunch but finally I guess when they get off lunch I ended up getting a hold of someone and they told me he did not never call to give them any information to get the okay to do anything to my car so I called them trying to get my money back because they shouldn't have done that to me so I just need someone to call me back and help me with this problem thank you ****** ****** please call me back bye bye

  

  Business Response

  Date: 11/01/2024

  My Name is **** *******. I am the service Manager at ******************. I have reached out to ****** personally and have resolved this issue with her. She will likely be communicating back with the BBB to communicate this as well. There is no further action required in this matter. Thank you for the help in this matter. Have a great day!

• Initial Complaint

  Date:03/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Honest, Quality, Luke’s Automotive has worked on my truck in the past and the service was quite good. They lived up to their advertised claims of “honest and transparent”. So when their mailer advertising an oil change special arrived I thought it’d be worth it to try rather than doing it myself in the middle of winter. The service coordinator was very pleasant bud did say that the ad was for partial synthetic blend not full synthetic which my car required, it’d be a little more, but still not an excessive increase. Fine, but I suggested they make a note of that on the mailer. After the service was done however the bill was almost twice the advertised special and the reason given was ‘European car’. Having often changed the oil myself I knew that it’s no more than an oil plug, oil, and filter. The head service manager could provide no details as to why my car was so very different other than maybe there are extra panels and different filters. Again, I’ve done the oil change, and the answer is no. The dishonest thing here is not the price or different pricing for different cars, it’s surprising a customer with a bill twice that advertised. At no point did the Luke’s team advise the price would double. Such practices are not only dishonest, but possibly illegal as well. After asking for an explanation of how doubling the advertised price reflects the Luke’s Automotive motto of ‘Honest and Transparent’ the service advisors had nothing to say. If you choose Lukes for your service, tie them down on price.

  

  Business Response

  Date: 03/26/2024

  We strive to provide a consistently high level of service and communication across the wide range of vehicles brought to us. While it is impossible to to cover every caveat on a mailer for the wide range of vehicles, we do seek to fully review all costs when speaking directly with a customer. If you believe that review was missing or even lacking, we are happy to fully refund all charges. It appears this would be $67.32.

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Current month is November. Back in August, I had a couple issues with my car that needed to be looked at. They did a couple of things to it and I thought all was well. Now my car is doing the exact same thing. I took the car into another shop and they found the exact same thing. I talked to the shop manager at Luke's Auto shop and he said that all they did was replace a cover of some kind and recalibrated a sensor, but replace it. He told me back then that they only got partial acceptance from my warranty. Well the new shop I went to stated they got full acceptance from my warranty. Also Luke's said the new shop is probably seeing an old oil leak since they never cleaned it up in the beginning to save me money. Well the new shop said no it's definitely leaking again and they are gonna have to replace the cover again, plus they are replacing the sensor. Back in August, I paid Luke's 387 dollars for all this, when they only did the minimum, and with the new shop replacing all this, it's only costing me 250 dollars with my warranty. When I paid Luke's Auto, it drained all my savings and now I feel like I just handed over free money to them since all this is happening again. I'm extremely upset and feel like I've been robbed. Funny thing is I never told the new shop what Luke's did until after I received the itemized statement from the new shop so they had no idea I even had it at Luke's until I told them after received their statement.

  

  Business Response

  Date: 11/30/2023

  At Luke's Auto we care greatly for the satisfaction of our customers, and we back up that care with a 5-year/50,000 mile warranty. When we were made aware that there was a possible issue with repairs we performed to the customer's vehicle, we asked that it be brought back for us to conduct a warranty inspection. The customer was advised that this was free of charge and, if the issue was found to be with the repair we performed, it would be corrected also free of charge. The customer declined to bring back the vehicle or give us the opportunity to perform a possible warranty repair. Instead, the customer requested a refund, which is beyond the scope of our warranty coverage. Please see the attached work order for a full warranty description and customer signature.

  Customer Answer

  Date: 11/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20852836
  
  I am rejecting this response because: I was advised by the current shop I'm working with to get ahold of the BBB, and what Luke's Auto said was not true. Lukes days that what the new shop was seeing was probably an old leak due to the fact that Luke's never cleaned up the oil to save me money, but the new shop said it's definitely a new leak. Also, Luke's said that all they did was reset a sensor. There new shop is REPLACING IT, and basically doing everything over that Luke's did, plus more, for cheaper than what Luke's did. I feel I was basically robbed and don't understand why they cannot refund me. This is crap.
  
  Regards,
  
  **** ********