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Consumer Complaints

BBB Accredited Business since 02/19/2014

Don Kenslow Auto Service

Phone: (417) 256-2752Fax: (417) 256-4985

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)BBB Closure Definitions
11/22/2013Problems with Product / Service | Read Complaint Details
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Complaint
Being charged double to triple the price of what the actual price of the part should cost
I have my 92 chevy truck which i took to dons auto service to have brake work done to it i got a phone call the next day saying it was going to cost me 700 dollars to have my brakes fixed so i said yes fix it and a day goes by and i get a phone call saying its done and its going to cost 984.55 i didn't have that much to get it out so i had to sell my other truck to get this truck out and when i got it out i looked at the invoice to see why it cost so much i notice some of the prices where kinda high on the parts for brake pads from orielys product code (mkd368) they charged me $75 for the part and 69.73 for labor when i searched the part it only cost 18.99 and they charged more for almost every part they got for my truck by double and some of them triple i asked them why that was done but they said that's what they pay for the part but i looked up every part by the product code and that was not what they paid they are making money off of people by charging more for the parts then what they pay there labor price was average that's why i took it there i didn't know i was going to ripped off on parts im not very happy with them

Desired Settlement
Im not looking for a bunch of money im just looking to get back all the extra money they charged me for the parts that i shouldn't of been charged

Business Response
In reply to consumer complaint: on the subject of the difference in original estimate and total cost of completed repair. There was a substantial amount of problems found on the intial vehicle inspection. This condition made it difficult at best, if not impossible, to determine what parts were necessary to achieve complete function of braking system. Since some parts of the system are dependent on other parts, when item A does not function it may not be possible to determine whether item B will perform satisfactorily until item A is repaired and functioning. Our approach to this situation is always to inform the consumer as accurate as possible what will be required and the cost. We do not pad an estimate and replace parts that may not need replaced just to insure that all possible bases are covered. At which time it was determined that further repairs were needed the customer was contacted by the service advisor through a phone call and authorization was given to proceed. On the subject of parts mark up it is not possible for the consumer to determine the actual "cost" of the part due to varying arrangements between shops and vendors. For example, we are on a "level pricing" program for brake pads with one of our vendors. This means brake parts for a variety of vehicles are set at a specific price, whether the application is 1971 c1500 pick up or 2008 Cadillac Escalade or any of a wide range of options. This allows the ability to set a standard brake package price (currently $144.73) on most passenger vehicles. A price that is competitive as a parts and labor package with a 24 month/24000 mile warranty. Also to compare a box of brake pads on the parts counter to a brake service, including parts and labor on the vehicle with a nationwide warranty, is like comparing a package of beef in the grocers cooler to a steak dinner at a 4 or 5 star restaurant. It is not the same. Without going in to a business management seminar, I will add that a business must sell goods and services at a price above their actual cost. However inaccurate the consumers perception of margin is, margin is necessary. The repair order in question has been reviewed and verified as correct as well as being reasonably priced by industry standards. I do apologize for not responding earlier, but for whatever reason I did not receive the mail or email notification. The first notice I received was by fax on 11/14/2013.

Sincerely,
**** *******
Don's Auto Service

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Train professional they why is my brake locking up on the rear and my brake light on when ur supposedly fixed it i will fo the work myself for now on and won't take my car anywhere else all u guys do is mess people over

Final Business Response
The part numbers are listed and they are just that. Part numbers. That does not define the source specifically. But yes, Don's Auto Service has been serving the south central Missouri area for over 36 years. And we have been operating off of a profit margin. A business that does not operate with a gross profit in order to pay the utilities,insurance, equipment and building maintenance, information system suscriptions, payroll, technician training, taxes and advertising just to cover a portion of incurred expenses, does not remain in operation. Not to mention support of numerous community projects like multiple sclerosis, cystic fibrosis, St. Jude and countless individual fund raisers. As well as school projects such as yearbooks, sports programs and graduation projects.
I believe 100% without question that every item I have purchased in the last several weeks, has cost me more than the provider has in cost of goods. Gas at the filling station, grocery items, lumber yard, hardware/farm store all those made a profit margin and I am very pleased that they did. I am hoping they will be available to help me and my neighbors in years to come when we have a need for those goods and services.
As shocking as it may be Mr. ****** that is how commerce works. Our customers base sees value in the quality of our parts and labor service packages. You as well as anyone else have the option of purchasing a box from the parts store and applying it to a need as best you can. It works for a large group of people. There are also consumers who want peace of mind that comes with services from trained and accreditted proffessional technicians. You do have that choice.

Industry Comparison| Chart

Tire Dealers, Auto Services - Oil & Lube, Auto Services, Truck Repair & Service, Lubricating Service - Automotive, Brake Service, Auto - Fleet Maintenance, Auto Repair - Maintenance, Auto Repair - Tune-Up, Auto Repair & Service - Diesel, Auto Repair & Service, Auto Inspection Stations, Auto Diagnostic Service, Auto Air Conditioning

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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