On October 16, 2020, I took my 2017 BMW X5 in for an oil change at Fir... read more On October 16, 2020, I took my 2017 BMW X5 in for an oil change at Firestone Auto on W. WT Harris Blvd. in Charlotte, NC. I had typically only gotten service at the BMW dealership but decided to try here after a friend had his BMW serviced at a Firestone. While in the shop, a tune up was mentioned and I decided to allow them to do the tune up as I had recently hit 85K and figured it would be good for scheduled maintenance. After hours of waiting for the oil change and tune up, the technician gave me my keys, cashed me out ($700) and I pulled my car out of the parking lot, only for my engine to be misfiring and unable to accelerate. I returned to the shop within a minutes time as I pulled out and turned right back around. The manager told me they used aftermarket spark plugs and figured that could be the reason why (which later came out that they were too long, hence the cylinder head impact damage). They then called the BMW dealership to order spark plugs and they replaced the after market plugs with the ones from the dealership. The engine then got worse. I ended up having to leave my car there overnight. I came in the next morning, already upset about the situation, and the technician told me they put my original spark plugs back In to see if that would correct the situation and it continued to not run properly. My car was taken to them in superior condition as noted on the previous inspection notes and video from the last visit to the dealer. Firestone then let me know that they had already scheduled me a rental car and towed my vehicle to the dealership. They put me in a BMW X3, only to call me two hours later and say that I had to return it because they would not cover that amount and tried to place me in a Hyundai Elantra. After expressing how upset I was, they agreed to cover an SUV. Over the course of the past SIX WEEKS, they have been covering a rental vehicle for me. Fast forward a couple weeks, after multiple inspections from firestones independent inspectors as well as BMW, and a partial tear down of the engine, BMW determined that the engine needed to be replaced ($26.2K) and their inspector concurred. There were metal shavings throughout the entire engine, as well as the oil filter (mind you, Firestone also did an oil change). The dealership also noted that THE OIL WAS LOW. The oil drained from the car was completely filled with metal shavings and gave a sparkly look when a light was shined on it. Despite the dealer and inspectors findings, Firestone has continued to request a full tear down of the engine or they would not pay for the repair. Monday, November 16, 2020, BMW notified me that they would not be completing a complete tear down because there was enough conclusive evidence to show that the engine needed replacement and they would be closing the ticket. Due to the build of the engine, the intense amount of labor, and the findings that had already been noted, they did not feel it was necessary. Moving forward to November 18, I received a call from the claims rep stating that because BMW would not do the tear down, I had two options. They could offer 10K to HELP with the repair or have it towed to another BMW dealer that would complete the tear down. No dealership or shop has agreed to do the tear down due to the SAME reasons already reported by THE DEALERSHIP. This is absolutely ridiculous! How can the claim rep agree with the fact that this is their fault and there is enough evidence and proceed to say, “well management says we still must have the tear down!” For the second time, now that we are in another month, I am making payments on a vehicle that FIRESTONE DESTROYED and I am unable to enjoy due to their negligence. The claims rep told me that he would call me by the end of the day on 11/18 and I NEVER (and still haven’t) heard from him! Firestone’s website touts that their techs are certified to work on BMW’s and this proves WHY FIRESTONE IS A TERRIBLE AUTO SHOP! If they did not know what they were doing, they should not have agreed to the work! Other than a rental car and the run around, I have not received consistent communication, a repaired vehicle, NOR A REFUND FOR THE POOR $700 SERVICE JOB THEY WERE ORIGINALLY PAID TO DO! The last conversation with the claims rep said “I know it’s unfair, but management.....” I have called 5 or more times each day, and left messages since 11/18 AND NOT ONE PHONE CALL RETURNED! I feel as though I have been very patient and civil in giving them a chance to correct this issue! As a public school teacher, I work very hard for EVERY dollar that I earn and I will not be jaded by the big company crap! I do applaud the Store Manager, Rebecca for her efforts. She was very nice and professional throughout this terrible experience.
SUN CITY TO THE RESCUE. Sun City Automotive , located in Fort Mill on ... read more SUN CITY TO THE RESCUE. Sun City Automotive , located in Fort Mill on Featherson Road, is the most honest and most reliable auto repair and maintenance business in this area. Regardless if you live in Rock Hill or the Pineville area, it is worth your time and money to take your vehicle to Sun City Automotive in Fort Mill. My family has trusted them for years and they have never, ever, let us down. I will be forever thankful that the professionals at Sun City rescued my daughter’s vehicle from the incompetent management and mechanics at Pep Boys in Rock Hill on N. Cherry Road. Here is my daughter’s testimony of the event. To protect your vehicles and your wallets, I encourage you to read it through: “I moved from Fort Mill to Rock Hill and my new residence is within 1/8 mile from Pep Boys. On Saturday, 11/9/2019, My car’s check engine light had come on so my fiancé took my car to Pep Boys as he believed it may be time for an oil change. Pep Boys ran a diagnostic on my car informed may finance that something wrong with my engine. They immediately upsold my fiancé from what we thought would be a standard oil change to an oil change , plus remove/replace the Gasket Set, and rotate the tires. My fiancé trusted them and spent $210.00. Four times the amount we had anticipated. He then drove my car back to our residence that is 1/8 mile away. The next afternoon, Sunday, 11/10/19, I was scheduled for work. I got in my car to drive to Fort Mill, when I noticed that my check engine light came back on. I turned off my car and checked my oil. There was no oil in my car. Nothing showed on the dipstick. I returned to Pep Boys and spoke with the managers. They gave me another oil change, and the mechanic assured me my car was safe to drive. I left Pep Boys , then after driving down the road on Interstate 77 only 3 miles, my car started smoking from the hood. I pulled off at the first exit and found a reasonably safe place to park. I called Pep Boys (in tears) and asked to speak with the manager. He informed me about the Pep Boys towing service (which I signed up for over the phone with the manager) once that was completed, I contacted them to have a tow truck come and get me. The Pep Boys towing service told me it would be about 45 minutes before a tow could come and get me. After waiting an hour, I called and found out that my information had never been relayed. They promised to send it out right away and that a tow truck would be there in 25-30 minutes. Again, after another hour, I called and spoke with a supervisor, she said that she would arrange for a tow truck for me, and again I was told it would be 25 minutes. I asked for the contact information of the tow truck, and it took her over an hour to send it to me – during that time I had called numerous times trying to find out what was going on. Finally, while I was on hold for the supervisor, I suddenly (suspiciously) got the number of the tow truck with an ETA, and was able to call the tow truck driver which is when he told me he had just gotten the information, and it would be another hour or more before he could get to me; which means I was lied to multiple times. I had spent over 5 hours waiting for a tow truck that had been promised to me in 30 minutes. It wasn’t until 7:30pm that my car was finally towed. I had spent the entire day roadside alone, waiting on a tow truck. On Monday, November 11th I contacted Pep Boys as soon as the store was opened, and spoke with the manager, to let him know I would be walking over to the store and wanted to know when they were going to be looking at my car. He told me that there were a number of appointments ahead of me, and to not bother coming over until later in the morning. After that I asked him to call me when they were ready to look at my car so I could be there. I also called my parents that morning and they asked that I call the mechanics at Sun City Automotive and tell them what had happened. I spoke with John and he immediately told me to call Pep Boys to tell them to NOT touch my car anymore. He then he had me arrange to have my car removed from Pep Boys and brought directly Sun City. I contacted Pep Boys and spoke with the manager again, to let him know that a tow truck would be by to get my car and to not touch it. At this time I was told they had just put my car in the garage to begin working on it. I arrived at Pep Boys to wait for the tow truck and to collect my keys. No one was at the counter. I waited for the manager and he was beyond rude and nasty to me – and even suggested I should have collected my own keys from the counter. Once my car was analyzed at Sun City Automotive, John told me Pep Boys had improperly installed the gasket and that is why I was losing all the oil and the engine was smoking. Furthermore, the root cause of my check engine light was not due to anything that was recommended by Pep Boys. I know now that the mechanics and management at Pep Boys used the check engine light to upsell my fiancé’ for work that did not need to be done. The net result of this was that I nearly destroying my engine, lost an entire day sitting on the side of the road, and paid more money on unnecessary repairs. This all happened in November 9th through 11th, 2019. I notified both Pep Boys on N. Cherry Road and the CEO of Pep Boys in Philadelphia, PA, via registered mail that it is only fair that Pep Boys refund me for the full amount that I was charged for unnecessary work on my car and to reimburse me for time spent on the side of the road which was my lost wages. As January 23, 2020, Pep Boys has not responded. I encourage everyone who has problems with their vehicle to stay away from Pep Boys on N. Cherry Road in Rock Hill, SC. They will seek to upcharge you and have you pay for unnecessary repairs. The mechanics and the management are not trustworthy. The management and mechanics at Sun City Automotive in Fort Mill, SC are honest, reliable, and will keep your vehicles running! They genuinely care for their customers.”
I have been going to Randy's for my car repair work now for over 10 yr... read more I have been going to Randy's for my car repair work now for over 10 yrs now, Have had them work on my truck, my suv, and my car, they always do the work requested, and do it very well, I once had my rack and pinion replaced, within last yr, it failed within a month, expensive work, they redid the work, as they should have for a total free replacement, they save me money, they do the work quickly, and are honest, I have dealt with everyone there, the lady in the shop, the men in the shop, if you need a place to work on your vehicles, then I cannot think of a better place,