1 /5 Dee Smith: On September 30, 2024, I took my car in for a routine oil change and to replace my brake pads after getting new tires. During the consultation, I mentioned that the water outlet sensor seemed loose, and the dashboard was signaling that my car was overheating. Auto Experts quoted me $295 to fix the water outlet, labor included. I called to confirm this after receiving the texted quote, which I felt was reasonable, so I approved the quote along with the oil change and brake pad replacement. The total came to approximately $900. Although pricey, I rationalized that quality service was worth the cost.
What followed was months of frustration and disappointment. I repeatedly inquired about the delay while relying on a rental car to commute to my newly State job. After enduring several weeks of silence, I was finally notified that my car was ready for pickup on a Friday in October 2024. However, my relief quickly turned to concern when my niece drove the car the next day and reported that it was smoking. Upon inspection, I discovered that the car had no fluids, including missing coolant cap, and it wouldn’t even start.
Desperate to solve the problem, I attempted to buy coolant and a new cap, but luck was not on my side. The shop was closed on a Sunday, and the coolant was quite expensive. Discount Auto Parts and I were perplexed; why should I have to buy coolant when I had just paid nearly $900 for services? It seemed illogical. Thus, I had no choice but to have the vehicle towed back to the shop—my trust in Auto Experts was rapidly eroding.
Remind you before Leaving I confronted the staff at Auto Experts about the check engine light that was on—a light that had never illuminated before—I was met with dismissive attitudes. They claimed the engine light would stay on for years without issues. This lack of concern was alarming and raised further red flags for me.
Despite my attempts to troubleshoot the situation.
Eventually, after confronting the manager multiple times, I was informed that they needed to replace my engine, as they claimed they couldn’t find any codes that my car was being driven. This statement raised even more questions—had they done their job in the first place, they would have had the necessary codes to explain the issue. I reached out to them multiple times, and the response was each week next week, that they were installing a salvage engine, as my sister learned during her phone conversation with them. The anxiety surrounding this situation continued to mount.
After several months, I finally got my car back around November 2024, but the condition was entirely unacceptable. Just two days later, I discovered that the engine they installed was bulky, and they had improperly reattached my bumper, damaging it in the process. They failed to replace all the bolts removed and had even drilled screws into the side of the bumper to hold it up.
To my dismay, shortly after bringing the car home, I noticed oil leaking and coolant pooling underneath. After everything I had endured and the significant costs I incurred—over $3,000—my car became unusable.
By February 2025, I managed to get a mechanic to examine the car, who discovered that the water outlet had never been replaced and that it needed to be changed. In March 2025, the car continued to struggle to stay started, prompting another mechanic check. The state of the spark plugs was shocking; they were corroded, with green and rusty tips. I knew for a fact that the spark plugs had been replaced when I first purchased my car. Yet here I was, facing a multitude of issues from what now appeared to be a junkyard engine. Mine was a Turbo with no issues.
The emotional and financial burden from this experience has been overwhelming, leading to significant stress in my life. I urge other potential customers—especially women—to think twice before seeking services from Auto Experts. My story serves as a warning to ensure you conduct thorough research and consider the implications of trusting your vehicle to a shop that does not take responsibility for its work.
