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Elite Auto of Durham complaints

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512 North Mangum Street
Durham, NC 27701 | Get Directions

(919) 682-4576

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Total Amount in Dispute:
$302.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against Elite Auto of Durham closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Elite Auto of Durham

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8/9/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $302.00 Amount Settled: $0.00

Customer Complaint

7/14/2023

Paid for abs sensors replacement, oil change & tire rotation. Abs sensor codes became worst. Computer codes warning lights are showing in the dashboard that wasn't even there. Hundreds of dollars paid for a service that is worse after work was done. Resolution Sought Give that business a call. Ask Taylor (the owner) why did he ask to be paid when the work wasn't finish? Why did it take 9pm at night when most businesses are closed to realize he didn't have the right equipment as he claimed to scan vehicle codes. Vehicle was dropped off around 10am.

Company Response

7/27/2023

Ms. Brummel brought the vehicle in a few weeks before this July 12, 2023 service date for headlight service. We informed her that from our observation the vehicle had been in an accident, there is significant rust, and bolts missing. Ms. Brummel informed and confirmed to us that she was aware of this, and that the car has been repaired and painted all over. Therefore, this could be the reason why the airbag light stays on. July 12, 2023 Ms. Brummel requested installation of wheel speed sensors. Ms. Brummel purchased and supplied the wheel speed sensors from an online store. I am unable to verify if they were OEM/Factory parts. She did not provide a 4th sensor or request for the 4th sensor to be installed. Because we did not supply the parts (per her personal preference), we do not know the condition of the parts supplied and the sensors were properly installed. Ms. Brummel was present during the oil change. She physically saw the technician complete the oil change service, and the tire rotation was completed. She had a $75 balance owed for the headlight service when she came in on July 12, 2023 and stated she was paying the previous balance of $75 with the cost for the oil change, wheel speed sensor installation and tire rotation. She was charged $150 ($50 x3 per sensor), $30 for the oil change (customer supplied filter and oil), and $25 for the tire rotation a total of $227.40. The warning lights in the dash were on when she brought the vehicle in and have always been on. Ms. Brummel was informed that we do not have an OBD port to reset codes for older model vehicles. She was fine with that and still wanted the sensors, oil change, and tire rotation completed. Codes do not get worse or better, they are indicators that are illuminated to communicate and are either on or off. We do not recommend customers purchasing their own parts from online resources and if they do it voids any expressed or implied warranties on workmanship. Ms. Brummel received her old parts as requested as a receipt that they were replaced and we have pictures of them. She signed a form documenting proof of receipt of old parts and I have attached a copy (provided to BCA for review).

Customer Rebuttal

7/27/2023

The ABS warning light has never been on the entire 2 years I've owned the vehicle until going to Elite Auto. The traction control & other light periodically came on but never stayed on permanently until visiting Taylor's shop. That is very odd after the car was there from 10:30 am to 9pm that night. Unprofessional & obvious the mechanic didn't know how to correct that issue. It doesn't take all day to realize and lie about not having appropriate equipment to diagnose vehicle. I went five minutes across the city & that mechanic location had the appropriate equipment.

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