- Report: #641220
Report - Rebuttal - Arbitrate
Complaint Review: Lucas Car Care
Lucas Car Care12600 Grant Road Cypress, Texas United States of America
Lucas Auto Cares Customer Satisfaction Commitment: Lucas Car Care offers a 100% Satisfaction Guarantee on all services. Lucas Auto Care implements the latest in automotive repair technology to ensure that all customers receive the highest quality service available anywhere.
*UPDATE: . All work performed by Lucas Auto Care is backed by a 100% satisfaction guarantee. Lucas Auto Care recognized by Rip-off Report as a Verified Safe business.
*Author of original report: Tyger- showing how professional you are?
*REBUTTAL Owner of company: Brenda ALIAS
*REBUTTAL Owner of company: 100% Money Back Guarantee
Editors UPDATE: Positive rating and recognition has been given to Lucas Auto Care for its commitment to excellence in customer service.
In discussing customer service with Lucas Auto Care, Rip-off Report is convinced that the company is indeed committed to their customers satisfaction. They work diligently to resolve all customer complaints and ensure that each is thoroughly amended. In contacting Rip-off Report, Lucas Auto Care has shown their proactive nature towards customer service, and their desire to be the best company in their respective industry.
Lucas Auto Care prides itself in being the best independent automotive repair facility in the Greater Houston area, employing only the best Bosch L2 Master Trained , ASE Certified technicians. These technicians will only be as good as the tools at their disposal, which is why Lucas Auto Care is equipped with the latest technology in the automotive repair industry. From the in-ground dyno to the Hunter Laser Alignment equipment to the on-car brake lathe, they ensure that their employees have every tool possible at their disposal to ensure that any job can be completed above industry standard in an efficient manner.
Lucas Auto Cares owner, Tyger Lucas, spoke directly with Rip-off Report to further voice his stance on customer satisfaction. He stated that his company stands by all services rendered with a 100% Money Back Guarantee, and that his goal is to make each and every customer who passes through Lucas Auto Cares doors feel like family. Mr. Lucas alluded to Lucas Auto Cares A rating with the Better Business Bureau and the positive ratings on Google, Yahoo and CitySearch (among many others) as an indication to the companys level of commitment to customer service. He has stood by his motto created for Lucas Auto Care in 1988 that he still believes in today: On the first visit, our customers are treated as royalty, and after that they are treated as family. As service professionals, we treat our guests and employees with respect and dignity. Mr. Lucas believes that his personalized service adapted for his customers makes all the difference in the world, especially in the automotive repair industry. He personally phones each customer in order to follow up with their most recent service to ensure that they were completely satisfied with their experience.
When a customer complaint should arise, Lucas Auto Care deals with them very seriously. The top priority is to rectify the situation with the customer and to ensure that the issue is dealt with professionally and with care. Lucas Auto care accepts the occasional customer complaint as constructive criticism, as uses them as tools to further build and improve upon their already stalwart customer service policies. Mr. Lucas ensures that his top priority now and moving into the future is the satisfaction of every customer, every time.
To summarize, after our review, which included both discussions with Mr. Lucas and the complainants who we emailed, Rip-off Report is certain that Lucas Auto Care is committed to quality service and the satisfaction of their customers.
After all, how could you not do business with a company that made the following commitment The offer a 100% money back guarantee and 18th month warranty on all parts and service and they pride ourselves in customer satisfaction. If this is not true, Rip-off Report will be the first to know.
Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, its a long name for a program that does a lot for both consumers and businesses alike.
Read about Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
EDitors NOTE:As a matter of policy, when a business becomes a member of the Corporate Advocacy Program the member business agrees to allow Rip-off Report to contact every person who filed a complaint so they can make things right with them. We do this to confirm that the complaint was resolved, Rip-off Report emailed the author of all the reports that were filed, one of the reports about Lucas Auto Care, and the author responded back with the following update: .. Following my initial report on this web site we received a call from Mr. Tyger Lucas. Mr. Lucas stated that Lucas Auto would work on my car until the problem was solved, at no additional cost to us. His staff on Grant Road has been very customer focused and have done everything in their power to resolve the problem with the car to our satisfaction. It obvious that some of the reports were not posted by real customers and some did not ever reply. Rip-off Report always emails everyone that files a complaint to make sure that the member business makes things right with every customer, no matter what happened in the past.
Lucas Car Care Tyger Lucas Could not do a simple repair for a Honda Accord- Lied about OEM parts- AND MORE Cypress, Texas
A couple of years ago- I had the same things described in the other reports happen to me. Lucas care car looked good and had a great reputation (from people saying "I hear they are good"). But I had not spoken to anyone who actually had their vehicles worked on there.
I stopped by to get a feel for the place with a front headlight bulb needing to be replaces. Tyger gave me the royal treatment, did it for free..gave me a hug..the whole shebang so I felt great!!!! So a few months later I had the engine light come on. I brought it in to his shop. There was a woman office manager working at the time. She was very nice and said she had years of experience and seemed to really know her stuff. Tyger said she was single and going through some hard times and he was just trying to help her out though he wanted to "let her go" because he was getting too many complaints.
She called me to say that my exhaust had a leak in one of the hoses up in the back part. It would be around $100 to smoke test it. I said ok go ahead. She also suggested that since my mileage was at a certain point- to go ahead and get the maintenance tuneup timer belts, water pump etc done. I said ok- even though it was a bit early- but that's ok. She stated that they only use OEM parts. Since they weren't a Honda dealership- I wanted to make sure they knew what they were doing. Both she and Tyger stated that they had one guy who was a"Honda certified technician." Which later I found out wasn't really true.
The Office manager called me and said the techs had the blueprints of the car laid out because they were having a hard time figuring out how to get up under the manifold to get to the hose . THAT was NOT a good sign. I said "DON'T TOUCH MY CAR if they don't know what they are doing!" She said "oh- they figured how to take it apart- just took them a while."
When I came to pick up the Honda (they did give me a loaner car which was great) it looked nice (Oh yes- they did wash it all pretty including the rims) but the dashboard and floorboards vibrated so much it even rattled papers int eh back seat. We drove to San Antonio and and I got a bad headache from the steering wheel vibrating so much. When I spoke or someone else in the car spoke- our voices vibrated!!!! However the other visits- they promised me a loaner car and then left me stranded without one on a weekend. So I again had to email Tyger- and he made the lady off manager go bring me a car. TY Tyger for that. He also apologized and said they DO NOT use OEM parts and the OM never should have said that and said that's one of the reasons he wants to fire her. (It was ALWAYS all her fault). Meanwhile the Off manager is telling me about all of Tygers problems, his accident, his injuries, and other personal business I just ignored!
I took the car back in- they said they could not find anything wrong and don't know why it's vibrating now. They thought maybe when the guys tried to put it back together after fixing the hose- they might have not put it back on right. Tyger was in Florida at the time. So I emailed him and told him no one was touching the car until he personally looked at it. He said he would look at it and take care of it personally. He got back in town- still could not find out why it was vibrating so badly.
They replaced three motor mounts. Still vibrated badly. Then Tyger turned on me and said something new must have developed and they weren't responsible. He hired a new Tech. An gentleman who was experienced and was the Honda automotive teacher at the college for like almost 30 years. At this point- each time I took the car in (4 times now) I sat in the car and turned it on to check it out. Then they would sit with me or ride with me BEFORE I even took it off the lot. So it stayed at their place. This guy drove it and saw right away something was wrong. THANK GOD! He was disappointed at what he saw had been done. They had put on the wrong timing belts. And they had only replaced the water pump- but not all the hoses etc- so that was all done. He said the engine mounts were not OEM Honda and they were close but could be a problem. He spent a lot of time redoing the work and making sure all was balanced properly. Tyger said he's get the right OEM engine mounts for me and had them replaced.The vibrating got a LOT better! But still not all the way gone. At this point Tyger was upset and started complaining TO ME how he was paying this guy almost $30 an hour to FIX ALL of their mistakes and he could not afford it anymore.
They did not charge me for a lot of things- but I also DID NOT GET what I had paid for!!! And I'm not talking a few hundred dollars- well over $1000. So I got stuck driving a vibrating car- there goes resell value!!!!
A couple of years later- I had a Honda place check it out- (Burdons Auto Care near Jones and 1960). They ARE AWESOME and knew what they are doing. Turns out that Tyger had my cracked original mounts left on my car- never got the new ones he said he would. SO A LOT MORE money it has cost me and time.
I'm not afraid to TELL THE TRUTH- even though there might be retaliation due to Tyger's FORCEFUL and unprofessional rebuttals.
I am just stating the facts of what happened to me. I think Tyger is a nice guy- and has a decent business. But it cost me a LOT of TIME and money and aggravation. I just think they need to be honest, truthful, and make sure that what people are being quoted and estimated is really what they will do. To be responsible to fix their mistakes- no matter what the cost. People are human and make mistakes. Just be professional about it and not lie and try to cover up.
Business is based upon Trust, and Integrity. Tyger lost mine. All he had to do was make it right. That's all.
This report was posted on Ripoff Report on 09/16/2010 12:50 PM and is a permanent record located here: http://www.ripoffreport.com/r/Lucas-Car-Care/Cypress-Texas-77429/Lucas-Auto-Cares-Customer-Satisfaction-Commitment-Lucas-Car-Care-offers-a-100-Satisfacti-641220. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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