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:01/03/2025

  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.

  I had my truck towed into Anderson automotive last Friday. I told them that I lost complete steering and my brakes emergency brakes included. Now they diagnosed it after telling me that they did not have a lot of people in the garage. After being very clear to check the steering they fixed the passenger side bearing now they told me that the front passenger side was basically fallen off so my first guess as a normal person not a garage would be to check both front bearings now mind you I had it towed there while the truck was in perfect condition other than the bearings needing to be done yesterday I pulled my vehicle out of the a friends driveway after picking the vehicle up from them and its not even driving 100 km my bearing came off and destroyed the whole front of my vehicle they are claiming they have no responsibility for it but are telling me they checked it out during the alignment . Ive never been in a situation like this Now Im being told that Ill be responsible for the thousands of dollars and damage because the shop could not do their job I was very clear that they need to double check the front end before this type of thing happened. I was told the reason why they didnt do the bearing is because they dont ****** to their customers and thats what makes them such a good shop. Well, Im sorry theres a difference between upsell and selling the person something that could potentially save their life I mean, I mean whos the professionals ?The truck was towed to them for a diagnostic on the steering and the brakes now I was told that it only needed one front bearing and that it was safe to drive on. I was five minutes away from putting mykids in the vehicle when this happened now, when I contacted the business immediately before apologizing or trying to understand what happened they claimed no responsibility for it so I would love help understanding this situation cause Im not happy at all

  Business Response

  Date: 23/03/2025

  To Whom It May Concern,

  We must say that we are surprised to have received this complaint from Mr. Bourguignon. I personally spoke with **** a few weeks ago when his vehicle experienced this unexpected failure and provided him with my personal phone number if there was any way in which he required our assistance. His vehicle arrived at our shop unexpectedly via tow truck while I was away on vacation, with a complaint of loss of steering and brakes. Once I had returned and we were able to get the vehicle pulled into a bay, it was very obvious that the right front wheel bearing had failed badly which caused the vehicle to not be able to steer correctly, and caused the brake caliper to not build enough pressure to stop properly either. While the vehicle was on the hoist, we checked the opposite side (front left) bearing for any noticeable play or roughness when spinning the wheel and neither were present at inspection. We did an estimate for replacement of the right front wheel bearing which the customer approved, replaced the bearing and test drove the vehicle. Again, during our test drive (approximately 5km) we did not note any noise from the other wheel bearing, the vehicle drove and stopped as would be expected of a 2003 model pickup. Two days after the repair, we received a message from **** that his left front wheel bearing had suffered a failure (the OPPOSITE side we replaced), causing the wheel to detach from the truck after driving approximately 100km away into ******. We explained to him that we were very sorry that this had happened to him, but unfortunately we have no way to predict when a sudden failure of a component may happen, especially a component unrelated to the repair we had performed (opposite side of the truck). His stance was that we were negligent in the fact that we should have replaced both sides since one had failed, however this is not our business practice, especially on a vehicle we have no service history on. Had we "upsold" him another wheel bearing without knowing that it had been possibly recently replaced, we could be receiving a complaint for unnecessarily recommending repairs. You can see how this is a lose-lose situation on our end. **** also mentioned that a police officer was present when his truck was being towed who claimed that there was "no way" that his other wheel bearing had no play or noise at the time it was at our shop. This is not something that the officer could possibly know or even likely have knowledge on. I told **** he could absolutely provide my personal to number to that officer if they had any questions, of which I never heard from. If there had been noticeable issues with the wheel bearing at the time it left our facility, would it not be expected the client would have felt immediate problems and returned the vehicle for reinspection before driving 100 km into another province? We can only do so much to try and predict when and if a component will fail. The reality is, parts can have an underlying issue that can cause a sudden failure without notice, especially on a vehicle that is 22 model years old. We have attempted to be as cooperative as possible in this scenario, however this is the only communication we have had in weeks.  In addition, his truck was towed to a completely different shop many kilometers away, and so, we have no way of inspecting the cause of failure.  We also explained that the shop he had the truck towed to was welcome to call us (again, on my personal cell phone number), but also did not hear from them.  Our assumption was, since we had not heard anything from either the customer or the other repair facility, that the customer had come to terms with it being a sudden, unexpected and unfortunate part failure.  I'm hopeful that since this is the path Mr. *********** has chosen to find a solution, that the BBB is able mediate with the client and come to an amicable agreement on this matter.

  Thank You,

  ***** Anderson, Anderson Automotive