ComplaintsforMad Hatter Brake & Muffler

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 31, 2023, ***************************** took her 2009 Prius into Mad Hatter to have a test ran to see why the car stopped running. Mad Hatter told ****** it was an issue with the Battery, he said it would either be $1,200 or $2,000. This information was given to ***************** (her uncle), *** called Mad Hatter and discussed the two options, *** agreed with Mad Hatter that it was a better option to replace the battery even though it was more. *** paid the service.On October 23, 2023, the Prius was experiencing more issues with the battery. Mad Hatter did not have time to run a test so she took it to the ****** dealership where they told her it was an issue with the battery again. When ****** told the ****** dealership the battery was replaced in March, they questioned her since it did not appear to have been and if it would have been replaced it would have be covered under warranty. ****** asked the dealership if she was able to continue to drive the car, they said yes, it would just run the battery down faster and would not be as efficient . ****** then took the Prius to Mad Hatter where they told her they did not replace the battery in March, but they could now for $3,500. She received a copy of the previous invoice, since one was not given in March. Invoice says $2326.18 was charged for "Diagnose/test time and Traction Battery/Reman", this includes tax and labor. The Credit Card was charged $2384.86.

  Business response

  10/25/2023

   this car had a rebuilt battery installed earlier this year , the customer did stop by and could not be without her car so she could not leave it with to be checked out This battery (if thats what the car needs) is still under warranty   if the car can be dropped off with us we can certainly take care of it

  Customer response

  11/02/2023

   
  Complaint: 20778625
  
  I am rejecting this response because:  Mad Hatter told ******* when she first stopped by that she could leave it and he would "get to it when gets to it."  When asked what that meant, he repeated the same thing.

  *** called on 10/26/23 and Mad Hatter said there was warranty on the battery and if ****** drops it off she will get work done by monday.  

  ****** dropped off car on 10/26.

  ****** went to called on 10/30/23 Mad Hatter said it was not done and should be done tomorrow.

  ****** called on 10/31/23 in the morning and he said "it might be done today."  he said the battery was in and he needed to check that everything is running correctly. 

  ****** was able to pick the car up on 10/31/23.  ****** asked for an invoice on everything they did and a copy of the warranty.  Mad Hatter said there was no warranty, and gave the attached invoice of service. 

  On 11/1/23 the car would not start after she was off work.  Had it jumped, she was able to drive home and then on 11/2/23 it died again when she was going to work.  

  We would like Mad Hatter to completely fix the problem, provide documentation on what was done, provide updated warranty paperwork.  OR we will take it to the ****** dealership, they will completely fix it and send the bill to Mad Hatter.

   

   

  
  
  Sincerely,

  
  
  *************************

  Business response

  11/13/2023

   This car needed a new 12 volt battery Customer decided to buy one at the orielly parts store 

  Business response

  11/13/2023

   This car needed a new 12 volt battery Customer decided to buy one at the orielly parts store 

  
  

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