Complaints

This profile includes complaints for Mer-Win Auto Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mer-Win Auto Service

  739 N. Winton Road Rochester, NY 14609

• 

  Mer-Win Auto Service

  679 Culver Road Rochester, NY 14609

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Services I requested to be completed on my car was not completed, I had my car towed to their shop on 12/5/23 at 9:28am. I picked my car up om 12/20/23 on 12/22/23 my car would not start. I went there on Tuesday 12/26/23 and spoke with the Mechanic named Jeff and he could not answer my questions but stated to have it towed back to the shop. Not only did they not complete what I ask to be done but they over charged me also. I requested to have a starter done, my ABS lights turned off, which if the light are on the car cannot pass inspection, the car passed inspection and now the light are back on. I asked that the hood latch would be replaced instead they rigged it so it would close it is not repaired but charged two different prices for a repair they did not do. I ask for the Fuel pump and Fuel Filter to be changed it was not.They changed a lot of bulbs, they changed a tire that I supplied they changed back brakes and also charged for a part that I did not missing, There is no way I should have been charged 2000.00 plus for car repairs for work that was not done and still don't have a running car and they want me to pay to have it towed back to them. ***** *****

  Business Response

  Date: 01/02/2024

  Thank you for your help in this matter. It is always our primary concern that our customers are safe and satisfied with there repairs. This particular vehicle was said to have been sitting at another facility for 6 months before it had been towed from there facility to ours. Upon arrival at our location it had a flat tire, and the battery was on the front seat. Installed battery and found there was a ground issue making vehicle completely 12 volts along with starter motor spinning as soon as the power was connected from battery (note starter was only spinning it was not turning the motor over). Repaired and verified grounds and vehicle still did not start. test for voltage and ground at starter and were present. Replaced starter and vehicle started and ran good. customer was notified of current pricing and agreed upon all repairs. customer was also notified that the hood latch was broken and couldn't be test driven until replaced, the cable was on backorder from the dealer and a solution that was offered to the customer was installing a new latch to keep the hood closed with an external wire to be able to open and close hood until backordered part arrives. customer approved this and was replaced. After replacement test drove vehicle and found rear brakes grinding and rear wheel bearing making noise. Also checked over for nys inspection and found a few bulbs out, tire needed replacement and needed wiper blades. Called customer with all of this information and pricing and was approved. after all repairs were made a woman called in regards to the hood cable that was on backorder and asked us to order it and they will bring back when it comes in so we can install it. After all repairs were complete a drive cycle was preformed on the vehicle to verify repairs and ready the vehicle for inspection after which the vehicle was inspected and customer was not charged for the inspection or the drive cycle as a thank you for the business.

   

  Please note all of the work that we preformed carries a year warranty on both parts and labor. If at any point during this warranty coverage period there is a failed part or labor that we did, it will be covered at no charge to the customer.

  Customer has been notified that the only way for us to warranty any failed parts would be to return the vehicle to verify failure. If the failure was related to the covered work the tow to the shop would also be covered. Spoke with customer 1/2/2024 in regards to this issue and they said the vehicle is currently running and he doesn't have time to bring it to us. When customer is ready to bring vehicle in we will diagnose the issue. If there is another problem with vehicle not related to repairs there will be a charge for the diagnosis and repairs along with tow charge if applicable.

  Please note that the top portion of the receipt shows the Labor for the latch and the bottom portion shows the actual part it self. customer was not double charged. Also we did not do any repairs to the abs system as was not required for inspection (only light that matters for inspection is check engine light)

  We are willing to rectify any situation in regards to any of the repairs that were preformed and would like the opportunity to satisfy the customer with our work!

   

  Customer Answer

  Date: 03/07/2024

  Here are pictures of the wire hanger that they installed and called a hood latch and charged me over $400 for.  This is not right.
  
  
  
  Regards,
  
  
  
  ***** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/12/2024

  It seems as though the customer may not understand that the hood latch and cable are two different things, only one of which was replaced. We will take a moment and help clarify this.  What was replaced and the need for the temporary metal release shown in customers picture ending in 605 has already been explained in previous messages. To better assist the customer on what a hood latch and cable are I have attached a diagram of the customers vehicle hood release mechanism (screenshot 45) and a picture of a generic hood latch (screenshot 44). Number 12 in the picture is a hood latch and what was replaced in order to keep the hood closed. this can be found on the customers receipt (part number 74120-S0K-A02) Number 14 in the image is the hood release cable that was special order and not charged for or replaced. the customer has attached a picture of the old cable (picture ending in 547). I hope this clarifies for the customer what was replaced and as for the why please refer to previous responses.