BBB Business Review

What is a BBB Business Review?

Consumer Complaints

BBB Accredited Business since 12/13/2012

Fairfield Auto Repair

Phone: (250) 385-6371

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 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 ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
02/17/2015Problems with Product / Service | Read Complaint Details
X

Complaint
2 Complaints:

1) Muffler replacement poor quality
Muffler replaced less than a year ago. Fell off while driving and dragged again tire melting rubber and damaging new muffler. Tire needs to be replaced now with risk of being blown in future. We pulled off highway in time before it totally melted the tire but had we not noticed the smoke behind the tire would have blow and we would have been at risk of causing a serious accident at rush hour driving 90 km/hr.

2) Service check poor quality
Muffler feel off Wednesday evening. The Monday before we had the car taken to the same garage and they did a service check over. They mentioned that in the future a couple things should be tuned up but that the car was safe for the road. We drove less than 20 km before the muffler detached from the car, being dragged behind still attached to the exhaust pipe. They are not willing to provide us a refund for the poor service check or for the damaged caused to the new muffler and tire.

Desired Settlement
We would like a refund for the service charge as well as replacement for the tire and muffler that are now in poor condition because of their failure.

Business Response
***** and ****** had dropped off the vehicle (2002 Chev Cavalier) on January 19, 2015 for a lube, oil, filter and check over, also a customer concern of "making high pitch noise on front". As we completed the lube, oil filter and check over service, we always mark down on the work order and discuss with the customer the other concerns we have noticed/seen on the vehicle. We do not do any repairs without the customers consent. On this vehicle we had noted:

1. Left headlight out
2. No License plate light
3. Snow tires on rear axles
4. Front brakes 10%-20% remaining
5. Muffler loose

For the second complaint regarding the "high pitch noise on front", we noted that after doing a road test and checking out the problem, we did not hear the noise but could hear that the ABS buzzes.

***** came to pick up the vehicle later that day, we went over the issue we have noted on the vehicle such as; left head light, no license plate light, front brakes 10%-20% remaining and the muffler being loose. ***** had told us that she has to discuss these subjects with her partner. ***** paid and left with the vehicle as is.

****** called us regarding the radio antenna missing (we forgot to put it back on after washing the vehicle) and the muffler being loose. There were no discussions of a refund or events of muffler falling off. We told him to bring the vehicle down so we can put the antenna back on and take a look at the muffler. ***** brought the vehicle to us we replaced the antenna but she did not mention anything about the muffler itself.

In this situation, we request that we can get a first name and last name of our customers as we only have them written down as *****/******, or if the customer can provide us with the previous work order determining that we have repaired the muffler previously. We are still using the manual filing system and could not find anything under either one of the customers names regarding the muffler repair. If we have repaired the muffler previously and have done a poor installation, we will refund the customer for the service charged at installation if it is still under warranty period which is written behind the work order ( 1 year warranty parts and labour) and possible replacement of tire once we have inspected the tire itself for damages such as melting. There will be no refund for the day of January 19, 2015 as we had clearly noted and discussed the muffler being loose.

We have attached the work order from January 19, 2015.

Industry Comparison| Chart

Auto Repair & Service, Auto Services - Oil & Lube, Wheel Alignment, Fr & Axle Service-Auto, Transmissions-Automobile, Tire Dealers, Auto Air Conditioning, Auto Diagnostic Service, Auto Electric Service, Auto Inspection Stations, Tire Repair, Radiators-Automotive, Mufflers & Exhaust Systems, Lubricating Service-Automotive, Brake Service, Auto Repair - Power Steering, Auto Repair - Suspension, Auto Repair - Steering & Suspension, Auto Repair - Tune-Up, Auto Repair - Shocks

As a matter of policy, BBB does not endorse any product, service or business.

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.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

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.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.