Complaints

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:08/31/2022

  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.

  On Monday 8/15/22 at 9 am I took my vehicle into Walts Auto World for a routine oil change. My vehicle drove fine and nothing was out of the ordinary. That same day I was notified that my car will need more extensive work in addition to the oil change. Taking their word for it, I agreed to the work so my car stays in good condition and up to date. On Wednesday 8/17/22 about 4:30 pm Walts called me and said that I can come in to pick it up and everything was all done. I had my daughter help me write the check and get everything sorted. I owed Walts 1,400 for the services and paid about 1,300 in a check with the rest in cash. Driving home I thought I heard a noise but was not sure. Since I payed all that money I took for granted they did what was needed so my car will run smoothly. It wasn't till a few days after I really heard the load noise. At first I thought it was in my head so then I decided to asked my daughter for her opinion (to which she noticed as soon as she saw my car). It was then we realized my car is going to need to go back in to get fixed again. So within that week I took my car back to Walts for the noise of my car. I was told by Walts that it was the muffler and the service would cost about another $1,300. Recently paying that much the same month I was confused as to why this wasn't included and fixed when the other pervious service was done. I told Walts that I never heard that noise before I took my car in that Monday 8/15. He then told me it was due to a "harsh winter". Again if it was from a "harsh winter" why was it not fixed when I agreed to all the services previously? I then rejected his service and decided I'll just the car to get a new muffler elsewhere. I have done business with Walts before and trusted these guys to know what they were talking about. I'm an older guy so I don't know if I'm trying to be taken advantage of or not. I never heard that noise till I after I got my car back from Walts and I got no justifiable reasoning.

  

  Business Response

  Date: 09/06/2022

  *** ******* brought his vehicle on Aug 15, 2022 for power steering fluid leak. We checked it and called him to get permission to replace rack and pinion. After getting authorization to replace it. After replacing rack and pinion, my Technician showed me outer tie rod ends which had lots of wear and should be replaced. I called *** ******* for permission to replace them. After approval we installed new tie rod ends and aligned the front end. We did not cause the muffler to rust through or rest of the exhaust system.  

  Customer Answer

  Date: 09/13/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the response was only a rephrasing of what was already established. I understand you can not "rust" a muffler. That accusation was never stated. I suggested that the muffler should have been fixed earlier (with the rest of the inspected work) if it was indeed in a bad state. There is still no real explanation as to why it was not taken care of then. We believe as professionals, it should have been noticeable during the inspection and I should of been told then that my muffler was apart of what needed to be fixed. Not till I drove home and had to find out for myself. If tire rods were noticeable for needing replacement during the inspection, then how was a huge muffler overlooked? I'm not saying anyone damaged or "rusted" the muffler, but then explain why it wasn't in bad condition earlier. It only came to be in bad condition after all the other services were already taken care of. If you stated the muffler is in bad condition due to it being "rusted", I just do not understand why it was not fixed during the previous inspection when everything else was founded to be replaced. Lastly the price is confusing me as well. I took my car to a different auto shop to replace my muffler, which they fixed, for about 1,000 less than Walts Auto pricing. I understand anyone can charge whatever they want with their businesses but that was a huge difference for the same service. I have no probable cause that it was indeed Walts Auto who caused my muffler to be damaged. But being told it was due to a "harsh winter" was not a reasonable response. I appreciate your time however I will no longer be doing business with Walts Auto and will no longer recommend to those in the future. Thank you.
  
  
  
  Sincerely,
  
  
  
  ****** *******