Complaint Category: None of the Above - Credit, Billing or Collection Complaint Issue
Complaint: I was of the impression that the part used on my vehicle was either new or rebuilt like a part from Auto Zone etc. D& R D & R had my car for a week, when it should only have taken 2 hours to complete. About a week after I my car was returned to me, I took it to Goodyear for an Oil Change and Tire Rotation. The mechanic asked me to step into the area where my car was and he showed me that the Inner Tie Rod on the passenger's side was loose and would need replaced. And, that I would need an Alignment.I explained that I had the Rack & Pinion just replaced and also had an Alignment. He told me that it would be impossible to do an Alignment with a broken Tie Rod. Then he showed me the Rack & Pinion was a used part and pulled the tag off the part showing that it was purchased at LKQ Salvage Yard. I looked up the part onlin
Business' Initial Response Mr ****** came to us for a power steering issue and we found that the power steering rack and pinion was to blame. I went through my normal process to price the part threw aftermarket sources such as napa and carquest and found that Mr. ******'s car has a special option called magnetic speed variable assist and the part was very expensive and none were available locally at the time. So I contacted Lkq for the price and availability so I could finish the estimate. Upon calling Mr. ****** ****** explained to him that he had an option on his car that made the part expensive and that we could take care of it more affordably and quicker with a used part and he agreed to the estimate that was given. In the meantime we got the wrong rack and it did take longer than anticipated but what Mr. ****** left out is that we gave him a loaner vehicle at no charge for the entirety of the job. We were overly generous to him as we are to all our customers and when he came to us with this same complaint we asked him if there was any problem whatsoever with the part or the job and he stated no there wasn't. Then we even offered to pull and return the used part and install the new one for no labor just the difference of the part and he stated that all he wanted was money to be returned. ****** politely told him again that we would gladly return the used part and install the new as previously discussed but he insisted that wasn't necessary. If you look at his bill it is more than fair and if you look on lkq under his vehicle there is no price listed for his rack and opinion with the magnetic assist option and without it the cost is 80.00$ and i think that is why we are even talking because he isnt looking at the right information. To conclude I would like to say that we were more than fair and caring every step of the way with this customer and there was no complaint about our job just the fact that he misunderstood us. Sincerely ********** D & R Automotive
Consumer's Final Response This response was taken verbally by BBB:
The company's response is not true. They never gave me the option of using a more expensive part or the salvage yard part. They had my vehicle for about 1 week and said they were looking for the part. The LKQ salvage yard has a website you can look up the make and model of your vehicle and the part you need and if they have it you go to the salvage yard and take the part off another car yourself. The company never told me they were going to do this. D&R sent the car to Firestone to have the alignment done. The only reason I found out about the part is because when I brought my vehicle to Goodyear to have an oil change, they brought me under the vehicle to show me the tie rod was shot. They said you can not align the vehicle the the tie rod in this shape. I just spent $600 to have the rack and pinion repaired. He looked at the part and showed me the used salvage part. There was a tag on the part and it was from LKQ. I called Firestone and asked them if they did the alignment on my vehicle, he said they did and told me to bring the car in. I had my friend replace the tie rod and then took the vehicle back to Firestone to fixed the alignment.
The steering gear rack is the part from the salvage yard. They charged me $221 for the part and according to LKQ's website the part is $140 with free shipping. Since the company is an auto shop they probably received it with a discount. They charged me too much money for a salvage part that was not rebuilt in any way. I feel the business should refund the difference between the parts especially after all the trouble I have gone through with this.
Business' Final Response This response was taken verbally by BBB:
Our position will not change. The part the customer was looking at for $80 for the without magnetic speed variable assist. His vehicle has magnetic speed variable and is a higher price. Our mark up is fair to get the part and provide a 6 month warranty on it. There is no problem with the repair.
Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in West Florida. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB began including complaint response text in BBB Business Reviews on October 1, 2012. BBB reports the complaint response text for all reportable complaints against a business that are received electronically.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
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.