Complaints

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• Initial Complaint

  Date:01/14/2025

  Type:Sales and Advertising 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.

  Junk Fees. 11% surcharge on cost of repairs.Last Thursday I had an alternator replaced at ********* on Fairview for $716.85. Over the weekend I had a chance to review the bill. ($385 Parts, plus $240 Labor @ $160 per hour, for total $625) And tax = $23.10. However, in addition, I had been charged $50 Shop Supplies and $18.75 Processing Fee, for a total of $68.75 or 11% of the repair total! On Monday, I stopped by Tune Tech for an explanation of this 11% repair surcharge and spoke with the owner, ****. I asked him to what Shop Supplies were needed and provided for this repair. None. If no shop supplies were specifically used for this repair, why was I charged $50. **** stated this is the cost of doing business and went on a long rant. Evidently they do not do not track specific shop supply cost to specific repairs but allocate these costs to customers, whether any supplies were used or not, based on some allocation method which he could not explain. I asked about $18.75 Processing Fee. Once again the cost of doing business rant. **** stated that all businesses up and down the street are doing this as his justification. He could not explain how or from where the $18.75 amount was derived. I asked if he felt charging a customer $50 for shop supplies when, in fact, no shop supplies were used? His answer was Yes. Her also feels the unsubstantiated $18.75 Processing Fee is also justified. Obviously, the cost of doing business with ********* is an additional 11%, or $68.75 in this case. I do not like being charged for costs I did not incur or for fees that are unsubstantiated. I will not be doing business with ********* again. All customers need to be aware of this scheme.

  Business Response

  Date: 02/03/2025

  ***, 
  
  We at ********* Fairview are sorry that you feel you were not properly charged for your repairs. 
  
  We try to do our best to be transparent about the charges on the entirety of each estimate and invoice. This is why we first call to get approval on the overall cost on estimates. We know that times are tough and people need to have all the information that they can to make informed decisions. We feel that it is more transparent to tell you that these additional cost are part of each invoice rather then hiding those fees in other areas. Ultimately the cost of doing business is the entire price of the invoice. 
  
  We did receive approval from you to perform these repairs prior to doing them. We performed the repairs and your vehicle is now working properly. 
  
  Shop supplies are used on every vehicle that we repair, including yours. Using our time to track job specific costs of shop supplies would increase the cost to our customers, which is why we do it the way that we do.