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Business Profile

Auto Repairs

Franklin's Family Auto Care, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:07/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 agreed to have 2 axes replaced for $370 each. Brought it in 7/9/24. They called the same day saying they couldnt remove the right axle from the hub and that it would cost 400$ to press out. I asked to see the parts or at least photos. None were provided and when picking up the car on 7/12/24 was told that it was thrown out with last weeks garbage. I asked why not replace the hub with a used one instead since they come with good bearings but received no immediate reply. Then **** called later that day and said that it needs a used hub after all for a 100$ and if by some chance it comes with bad bearings another 400$ to replace them. When I came to pick up the car the bill was for the 2 axles, hub, and bearing replacement. When I asked to see the parts I was given a hub and a bearing. The bearing was functioning fine. Not sure which hub was installed in to the car if he gave it to me. I still have those parts. All seems very fishy to me. I do not believe there was anything wrong with the hub removal or bearing and I believe I was over charged $500. I am asking for a $500 refund.

    Business Response

    Date: 07/24/2024

    Customer was advised that the left side axle was seized in the Hub/Bearing and we could not replace the axle with out changing the hub and bearing also.  He agreed.  When trying to remove the bearing we still couldn't get it out of the knuckle.  Thus we needed a knuckle for the left side.  Had to get a used one and the hub and bearing on that used knuckle was very rusted and noisy, so we installed the new hub and bearing onto the used Knuckle and finalized the repair.  Customer was advised before we got the knuckle that if the used hub and bearing in that knuckle were bad, we'd change it with our new hub and bearing before reinstalling and he agreed.

    Customer thought this was going to be a straight forward replacement, it was not. Axles are perfectly installed and no refund will be granted. 

    Customer Answer

    Date: 07/25/2024

    I am rejecting this response because: I have asked to see the parts/photos but they were never provided, only the hub and bearing, which were working fine, but not the axel and hub, etc. I have asked for them because it is very unlikely for the axle to be so rusted in the hub that a tap of a hammer will not free it for a vehicle not used in a rust belt state. The bearing in the knockle holding the hub also almost never fails on modern cars especially in non rust belt areas like ours. And if you pull a knockle off a used car, the chances of that bearing also being bad are virtually impossible. That is why I wanted to see the parts. I only agreed if it was absolutely necessary. 

    Business Response

    Date: 10/01/2024

    We have already responded and will not be responding again. Thank you.

    Customer Answer

    Date: 10/02/2024

    I am rejecting this response because: they have not responded to the second potion/follow-up.

Franklin's Family Auto Care, Inc. is BBB Accredited.

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