Complaints

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• Initial Complaint

  Date:08/21/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Sent one of my tow trucks in to get an alignment done , I have used this company before and never had this issue, gentleman named ***** gives me a call and says that they are unable to the alignment due to a couple things being wrong on the truck told him that I would send a driver later on today to get itpicked up, upon sending the driver they tell we owe $64 for a service fee, never was I informed about a service fee ever, upon calling myself and speaking with gentleman I tell him that it is very unethical, and I believe illegal to be charging people with this hidden charge without being consulted with prior, he then goes to tell me well now that you put it that way it sounds kind of s***** I told him yeah you so. He then goes to tell me if you go out to pick a vehicle up and the people when you arrive tell you that no longer need your service you charge them a fee for showing up, correct? I explained to him not at all unless I physically let the customer know if they cancel, there will be a fee before we send a driver route then yes but to answer his question no, we never charge anybody. He then goes to tell me that there are three otherpeople that have been pretty upset about this charge and I told him because you guys are not making customers aware that if they are unable do the service due to issues being on the vehicle that they would have a service charge of $64they are unwilling to release my vehicle unless this is paid. This is illegal.

  Business Response

  Date: 09/11/2025

  The customer made an appointment for an alignment.  Before we do the alignment the vehicle is checked for any worn loose parts. 
  We charge a half hour labor to do the inspection.  If everything passes, the alignment is preformed and the inspection is included in the price of the alignment.
  If we find loose or worn parts we charge the half hour labor and give the customer a list of what is wrong and a quote to fix it.  
  Customers are told this when the alignment is scheduled, some do not seam to understand and we have confusion/confrontations.
  This particular case the vehicle needed repairs but the customer refused to accept, stating that the repairs had already been completed.

  It is not a service fee but a inspection fee.  We are not able to preform the alignment without the repair being done first.

   

  
  Andy 

  Customer Answer

  Date: 09/11/2025

   
  Complaint: 23779585
  
  I am rejecting this response because:
  I think that you should pull up your phone records during the conversation of every single one of my alignment appointments never once has your company informed me that there was a inspection fee prior to or during setting up the appointment for my alignments I have used you guys many times not only for alignments, but for tires as well never has anyone from your company told me there was a inspection fee. I had a conversation with *****, which I have recorded with him agreeing when I told him that it is actually illegal to hit people with hidden fees without explaining that to the customers first hand, like I said, you guys are more than welcome to pull up your phone conversations. You will see that on the day that I set up my appointment for the alignment not one time have you guys stated or informed me that there was an inspection fee! Again i challenge you on pulling your phone records to review the conversation 

  
  Sincerely,
  
  ****** *******