Complaints

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:07/31/2024

  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.

  My ball joint on the passenger side of my 2002 Chevy trailblazer broke when I left work in Akron Ohio on Friday July 26th. I called Mastertech Auto and told them what happened and asked if I could have my SUV towed to their shop and asked how long before they could get to it. They said they could get to it by Monday, so I had the car towed to their shop. Monday July 29th they called me and said it would be $1,024 and some change to replace the upper control arm and Ball joint. This sounded really high to me so I said I would call them back. I looked up the part using my friend from work's commercial account at ******** Auto parts the next day. The part they said needed replaced was $102. I called them after work and told them I found the part for $102 and there's no way I'm paying what they are asking. I told them I'll do the work myself. I asked them to please leave the keys on the seat of the car and I would come get it that evening. I didn't want to see anyone from that shop face to face and listen to their excuses. They told me they wouldn't leave the keys in the car for me because I owe them $102 for the inspection. I replied that I told them what was wrong. All they had to do was look behind the top of the tire and you can see that the ball joint is broken. I told them there's no way I'm paying $102 for that. I told them I want my keys and my car back and they refused once again. I called the police and they said there's nothing they can do, it's a civil matter. I called the Ohio BBB and the operator advised me to file this complaint. I just want the keys back to my car so I can get it fixed. I refuse to pay them $102 for their "inspection" that literally took me 5 seconds to do the same thing. It's not the money it's the principle of the situation that really bothers me. They can blatantly try to rip me off and when I refuse their service they can still charge me for nothing. Anything your establishment could do would be greatly appreciated.

  

  Business Response

  Date: 08/01/2024

  Regarding the Complaint:
  The vehicle was towed to our shop from Akron after the customer reported an issue with the passenger front wheel. As other shops were unable to diagnose the problem for over a week, we prioritized the vehicle and conducted an inspection the next business day.
  Our technicians performed a thorough inspection to address the client's complaint. We provided a detailed quote of $875, which included parts, labor, and a wheel alignment. The customer was informed at drop-off that a discovery fee would apply if the repair was not approved.
  The customer expressed dissatisfaction with the quote and declined the service. They requested that the keys be left on the seat, which is against our shop policy for security reasons. We instead requested payment of the inspection fee, as per our standard procedures.

  Incident and Threats:
  During a phone call, the customer used excessive foul language and became verbally aggressive, making a threatening statement about causing a "big problem" upon arrival. Due to the nature of this threat, we contacted the local police for assistance. The customer has not shown up or made further contact since then.
  We understand that unexpected vehicle issues can be frustrating. However, our goal is always to provide accurate diagnostics and fair pricing. We stand by our policies and the professionalism of our team. We are more than willing to return the vehicle to the customer upon payment of the inspection fee. However, we must inform the customer that they will no longer be welcome on Mastertech’s property moving forward.
  
  We would like to clarify that the BBB is a private organization that provides information and reviews about businesses. It is not a regulatory body and has no formal affiliation with our business. The BBB cannot dictate how we operate or influence our policies. We operate independently, adhering to our established practices and industry standards.

  We hope this response clarifies the situation.
  

• Initial Complaint

  Date:04/13/2023

  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.

  The date of the transaction is 4-6-23 the amount of 2,140.61 cents paid to mastertech because my cars transmission went out and I called master tech and talked to ash who's the boss and I specifically told him that my 2006 GMC envoy needed a transmission. I kept telling Ash this. He did not listen to me to convantage of the fact that I was a female and he went ahead and did and he did things to my vehicle that I told him do not worry about because the only thing I was worried about is my transmission getting done. And then I paid the 2140.61 and they did not fix anything on my vehicle. Now they're telling me I do need a transmission and I told Ash that I told you this before that my truck needed a transmission and you did not listen. You wanted to do the things that you wanted to do to my vehicle and now Ash's charging me $3,067.22 to try and fix my transmission and I am not paying it because of the 2140.61 they did not even fix my vehicle. I still had the same problems so my vehicle had to go right back to the shop and I will call for my money and I'm tired of people like Master tech trying to take advantage of me because I'm a female and I do not know a lot about cars but I knew that I needed a transmission and I kept telling them and kept telling them so they took advantage of me and they deal what they wanted to do to my vehicle and now I'm finding a complain about it and this needs to be done and they need to get in trouble.

  

  Business Response

  Date: 04/14/2023

  The customer brought the over 300,000-mile 2006 Envoy to us after being abandoned at a park for several months, proclaiming that there was an issue with the transmission and would not move. After inspecting the vehicle, we found that there was a leak with the transmission lines. We found the cooler lines cut when the catalytic converter was attempted to be stolen. We informed the customer that we couldn't diagnose anything else until new lines were installed.  After we fixed an unsafe outer tie rod, performed an alignment, installed 2 new tires (below wear bars), replaced a fast oil leak at the valve cover, and the 3 transmission lines replaced, the customer picked the vehicle up. The customer explained to us that they didn't have enough funds to repair anything additional on their vehicle, so we did what was necessary to get it safe. We gave the customer a disclaimer of potentially needing the transmission replaced if issues arise after putting more miles on the vehicle.

  We found after the vehicle was picked up and driven longer, it returned with the transmission slipping. We diagnosed the issue for no additional charge. We found that the tranny was worn internally due to customer attempting to drive vehicle without any transmission fluid in the transmission. We cannot see inside of the transmission or test the transmission without the fluids being at the proper level. We gave the customer a good discount on a used transmission to be installed due to this scenario. Also, the vehicle needs some engine control repairs, which were also declined due to lack of funds.

  Mastertech Auto Repair does not generalize gender, we do not discriminate against gender and therefore assuming that our responses to her was gender biased is incorrect and unfair statement on the customers complaint. 

  

  Business Response

  Date: 04/20/2023

  Sorry about your issue with a vehicle that was purchased from a JUNKYARD. Junkyards are for vehicles that are not worth repairing or unable to be road worthy/safe. Your transmission lines were cut upon arrival causing no fluid flow in the transmission. This issue will cause any transmission not to work, period. After reading your response, it seems that you have buyers’ remorse on the vehicle purchase. Purchasing a JUNKYARD vehicle should never be purchased to get it back on the road but only for a “parts” in our opinion. You approved the repairs that we did. We don’t understand how it’s possible the oil change was already done if you purchased the vehicle from a JUNKYARD and was towed directly to our shop. The company's policy does not allow us to perform any work not approved by the customer. We also have a vehicle here that was abandoned in our lot by another family member that owes us $2000. You are welcome to take your business elsewhere.

  Customer Answer

  Date: 04/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Bi have had my vehicle for 2 yrs that's not the point the point is  y'all took 2140.61 cents  and did what they wanted to do  my vehicle has had oil change and tire rod repair and two new tires before going to master tech and told Ash to put the transmission in the truck he didn't listen to nothing I said and did everything they wanted to do  so I want my 2140.61 cents back or I'm just going to go to court and sue master tech for not.doing what they were supposed to do.
  
  Regards,
  
  ********* ********

• Initial Complaint

  Date:03/17/2023

  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.

  Falsely diagnosed my vehicle , did work to my car that was never told to do and quoted me 600 but charged me 800 when given a receipt it was the wrong one with a whole different car on there. Then after driving the car I still heard all the issues that was the reason the car was there and when I tried to speak to someone they blamed it on me told me I told them to check the breaks and change the oil which I never said because I just got my breaks done and my oil done. They had no clue what they did to my car and charged me 800 dollars wrote up a receipt that said they did my car on the 16th when reality they did the work on the 15th so they tried to cover up their mistake and when asked to talk to the owner ash told me the owner doesn't deal with customers.

  

  Business Response

  Date: 03/17/2023

  We did work on this customers vehicle, and we did we initially provide the incorrect invoice (a write up for a different vehicle) by accident. We gave the customer the correct invoice as soon as we realized and explained the error (this is why there was a date discrepancy). There were two individuals’ advising us on what work should or should not be done on the vehicle after we provided a full safety inspection on this high-milage vehicle finding multiple critical issues. The customer and another person involved (relative or significant other we are unsure) advised us to do only certain work - against our recommendations, and there seemed to be a communication break down between the two of them. One of them called back to add on additional services which were performed increasing the cost. We even offered a discount on a service, but it was declined. We also regret to mention the customers’ use of foul language towards staff on the phone was not appreciated and will not be welcomed back at our facility. 

• Initial Complaint

  Date:06/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I recently took my vehicle there to get repaired when I got it home it was leaking antifreeze and overheating. I took it back and asked if they could fix whatever they did to it, maybe accidentally forgetting to hook a hose back up or something like that. He wants to charge me to fix it when clearly he should pay for it. The shop is only a half a mile from my house, so it impossible that something else went wrong in that short distance. I talked to the mechanic on Monday and he said he would call me right back, but he hasn't I've called several times and they just take a message. I don't want to go down there because I'm afraid there might be a confrontation. I'd appreciate your help.

  

  Business Response

  Date: 07/19/2022

  The customer came in for an alternator. Vehicle was towed in with a dead battery due to a failed alternator.  Alternator was replaced. Vehicle was sitting after repair waiting for the customer to pick it up.

  No leaks present at time of repair or in the parking lot after repair. Nothing cooling system wise was touched or moved to replace the alternator. We use alldata repair for labor times and procedures, and even on the procedure to replace the alternator, nothing needs to be removed that will disturb the cooling system to complete the job.

  We hate to say it’s a coincidence about a leak starting after the vehicle left the property, but that is what it seems like. We got the vehicle right back in and found the cause of the coolant leak at the bottom plastic tank of the radiator where it crimps to the aluminum fins. Things can happen at any point with a vehicle with 250,000 miles on it.

  We offered the customer a new and used option for the radiator replacement at a 40% total discount from normal price to try to help out since we understand the customer frustration.

  We haven’t heard from the customer about what they would like done for a week. We only got a voicemail demanding it be replaced for free and then finding out, from other loyal customers, stating the vehicle was blocked intentionally and keeping the vehicle from the customer on social media, which is a lie.

  We take pride in our reviews and to help our customers the most we can.  We are just waiting for the customer to either take it off the lot or accept our quote to replace the radiator. Receiving a 1 start review on google before the issue is resolved/worked out doesn’t sit well with us. Seems kind of unfair when we are trying to help out the customer with discounted quotes. We have over 400 reviews on google and have a 4.8 rating.

   

  Attached is the work order and when the customer picked the vehicle up on July 1st. Also a picture of the radiator area where coolant was coming out is attached(not a great picture but an idea of the area). The customer accepted the offer of the discounted radiator after sitting in our lot for about a week or so and it was completed a few days before they came and picked up the vehicle. 

   

  Thank you. - Brian

  Customer Answer

  Date: 07/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***** ****