ComplaintsforS T S K.A.M. Repair LLC

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car there to have it serviced. I picked my car up and I paid for the service and they informed me that the catalytic converter was gone and I did not bring my car up there that way. I left the car there. I went back to the business and I asked him isn't the business responsible for my car while my car was there and he stated that he was not. They have gates surrounding the business. This man wants me to pay $800.00 for a catalytic converter that was taken off of my car while it was there. He stated that it was still my responsibility to pay for the catalytic converter and he stated that my pipes were busted and he charged me for two separate things. I would like for him to pay me the money to go get my car fixed somewhere else.

  Business response

  11/01/2023

  Thanks for the opportunity to respond to this complaint. We are aware of Ms. ****** issue, and are sympathetic to her concerns, but I believe I will be able to demonstrate that we have made every effort to accommodate her.
  
  
  Miss ******' vehicle was brought in for repair several months ago. The repairs were completed in a timely fashion, per our agreement with her, and she failed to pick up her vehicle for an excessive amount of time. Our customers are informed that vehicles are expected to be picked up by 10 days after the repair is complete, or they will be transferred to a storage lot. As we have limited space to store cars, we have no choice but to move cars to our storage lot, which is not as secure as our primary lot. We make every effort to provide security, in the form of cameras and barbed wire fences, but we do inform our customers that upon transfer to their storage lot, we cannot be responsible for any theft or damage outside of our control. We have this posted in multiple locations in our office. Every effort is made up encourage customers' to pick up cars quickly, and we accommodate any reasonable requests for time extensions. None were made. 
  
  
  Miss ****** car was left here in the state of abandonment, with no contact from her, for many months. We went so far as to declare the car abandoned and apply for title for it, because we had no contact from customer. Only after receiving a final certified letter informing her that we were at the last stage of the process of salvaging her car, did she finally appear and pay for her repairs. During the interim, while her car was in our storage lot, we did suffer a break in, where a number of vehicles in storage were vandalized, and catalytic converter stolen.
  
  
  STS Car Care can in no way assume responsibility for the actions of criminals not under our control. We make every effort and in cooperation with the police continue to make the effort to curtail such criminal activity, however we in no way contributed to the activities of those who damage cars. While we sympathize with this homes, and while it is unfortunate that her car was the victim of crime, the fact that it was in a state of abandonment on my lot, unpaid for, and uncontacted for an extended period of time, does not in any way confer responsibility upon our company for the unfortunate actions of outside parties. As we informed Ms. ******, she was the victim of crime, a crime not perpetrated by us.
  
  
  However, because we do understand the plight of victims of crime, every effort was made to ease the situation from miss homes. Our initial attempt was to offer her a reduced rate universal catalytic converter however, the state of her vehicles exhaust system precluded this. Her exhaust was rusted and broken in multiple locations, obviously prior to any theft that occurred, and this prevented us from simply welding in a new catalytic converter. The estimate that she was given was not to simply replace a catalytic converter that was stolen, it was to conduct other necessary repairs to her entire exhaust system that would have made it possible for us to install a catalytic converter. Unlike some other vehicles, her vehicle was in a severe state of disrepair and required reconstructive work in multiple places on the exhaust system before a catalytic converter could be installed. This was the reason for the estimate that was given to her.
  
  
  Ms. ****** declined the necessary repairs, and therefore we were unable to help her. I am sorry for what has happened to her, however we made every reasonable effort to accommodate her, and she declined all offers.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My car was towed from the Police Station and I went to pick up the car. My car was there less than 24 hours. They askd for $460 and my car was just down the street from the police station. I was only in jail for four hours. I had personal belongings in there that was valued at more than $3000 worth of personal belongings and money in the car. I do *********** had all my work stuff and money in there. They told me that I had to hand over my title in order to get my car back.

  Business response

  08/30/2023

  Dear Better Business Bureau, I am writing to address a recent complaint about procedures at our impound yard. A car, registered under the name of *******************************, was impounded, towed, and stored in accordance with the relevant regulations. We understand that *****************************;has expressed concerns regarding the process she experienced, particularly the surrender of her vehicle title. It is important to clarify that *****************************;voluntarily forfeited her title in lieu of the charges related to the impoundment. This is a standard procedure in cases where the vehicle owner chooses not to pursue the necessary steps for the release of the impounded vehicle. As a result, the vehicle has remained in our impound yard and is available for *****************************;to reclaim if she wishes to do so. However, it's crucial to note that the vehicle in question is severely damaged and beyond repair. While we respect *********************************** sentiments, we want to provide accurate information to all parties involved. We are more than willing to work with *****************************;to find a suitable resolution, whether it involves facilitating the return of her vehicle or addressing any concerns she may have about the procedures. Our priority is to ensure transparency, fairness, and professionalism throughout the impound process. We value feedback from our customers and aim to provide the best possible service. If *****************************;decides to pursue the release of her vehicle, we are ready to assist her in navigating the necessary steps. Thank you for bringing this matter to our attention. We are committed to resolving this issue in a satisfactory manner for all parties involved.

  Sincerely,

  ************************* / Owner

  STS Car Care

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

  Customer response

  09/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I will like to work on getting my car back please and thank you *** spent to much money in my car to just let it go and it is not totaled its still drives good just need a back window and minor stuff I was involved in someone assaulting me and destruction of my car that day is what truly happened my husband family All because I wanted to leave him I was a victim 
  Sincerely,
  
  *******************************

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car is not trying to go past five miles an hour and I had the car towed to the shop and I paid for the diagnostic test. The diagnostic test showed that I needed a oil pan and I paid for that repair and I drove off the lot and my car shut off in the middle of on coming traffic and the shop towed the car back to them, they ran another diagnostic test and it showed something going on with engine barring's. The diagnostic did not show this the first time, but that means they did not perform a diagnostic test on my car if they would have they would have known everything that was going on with my car. I would like a refund in the amount of $1000.30

  Business response

  07/03/2023

  Response to ***** *******
  The damage to this vehicle, and the way is was discovered was unfortunate, but unavoidable. The vehicle arrived to us with a damaged oil pan, oil leaking and almost completely empty. We informed the customer that we would need to replace the oil pan before we could run the engine, as running it in that state would destroy it. we could not perform a full running/drivability diagnostic prior to repairs due to the lack of oil. It was very likely that damage was present due to loss of oil and lubrication. This was clearly explained to the customer and he approved the repair. After the repair, we performed testing to ensure that the engine was building oil pressure and was not leaking. The engine did run and drive. shortly after picking up the vehicle, it started to display symptom of engine damage consistent with having run it with loss of lubrication. We verified that the repair (replacement oil pan and gasket) were secure, oil was still full and not leaking. 
  
  
  Unfortunately, we cannot discern internal damage prior to restoring lubrication through replacing the oil pan, because the engine cannot be run. We performed a good repair, that was shown to be holding and not causing the noises. It is clear that the engine sustained unseen internal damage when it was run without oil. This is unfortunate, but there is no other way to handle such situation and repairs.
  
  **** ******** ******* *** *** ****

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed to this service provider based on the recommendation of the tow company. I had purchased the car from them three years ago. What first appeared to be a wiring problem has now escalated to a "brain" problem. The parts are here, and they have had it for two weeks. They said they needed to talk to the two company. What? Every time I call I get a higher price for the repair and the runaround on when it will be completed. It's been six weeks.

  Business response

  04/04/2023

  This situation has been resolved. The part was eventually received, and programmed and installed. The repair was completely successful and the customer was satisfied. Unfortunately, classic cars like this take extra time to secure good parts by their nature, but we were still able to successfully resolve all issues. Thanks!
  
  **** ******** ******* *** *** ****

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car there for a repair. They told me it would be $2100 but it came out to be $2400. They have had the car since mid-October. The car is doing the same thing it was when I took it there. Check engine light is still coming on. It is making the same rumbling noise that it was making when I first took it there. For example: When I pull up to a light, it starts shaking. I'm afraid to drive it. I have taken the car back four times. I paid for it via a debit card.

  Business response

  02/10/2023

  Thanks for the opportunity to respond to this situation. When we received the customer's car he complained of a check engine light, engine noise and a rough idle. Our diagnostic revealed multiple problems relating to the engine timing. Multiple codes indicated an out of time situation, and noise from the timing chain drive confirmed that the timing chain was worn. Timing chain failures are common on this engine design.  We recommended replacing the timing chain set. The customer approved, and we replaced the chain and tensioner set. After disassembly, it was discovered that the cylinder head on the drivers side bank, as well that side chain (one of three) was newer than the others. We questioned the customer about the cylinder head replacement, and he claimed that he had owned the car since new and no such work had ever been done. The cylinder head had undeniably been replaced. It was newer, shiny one the inside, and its material and fasteners clearly did not match those on the other side of the engine. We were concerned because if there was a parts mismatch, the problem could be difficult to correct.
  
  
  After our repair, the codes originally present were gone. there was no more looseness in the chain drive as before. The vehicle would run smoothly and strong until the variable cam timing system tried to activate, and then the idle would stumble. 
  
  
  We  disassembled and checked the installation and adjustment of all the new components. they are fully correct. We even replace the cam timing solenoid (for testing purposes) to eliminate possibilities. 
  Our final conclusion is that the oil passage in the cylinder head is not receiving oil pressure. As there is no damage, and the cylinder head appears to be new, research revealed the possibility that incorrect application of the cylinder head or cylinder head gasket can cause a failure of this sort. no other causes have been found.
  In my conversation with this customer, he again claims no work has ever been done on the engine, but that is verifiably false. 
  We cannot proceed without removing the cylinder heads, and we recommend the customer takes the vehicle to a Cadillac dealer for further service.
  
  
  At STS we always strive to provide honest and thorough repairs for our customers. We stand behind our work, and in this case we have gone the extra mile for this customer and far exceeded the repairs we agreed upon, performing further testing and repairs at no charge. Unfortunately, sometime unforeseen circumstance can complicate the repair process, and this is especially true with previous repairs have been conducted incorrectly. It is even harder when we are not told a full and accurate history of repairs on the effected systems. 
  
  
  All agreed upon repairs were conducted, and conducted properly. We have shown a verifiable improvement in the condition and correction of several of the original concerns. we have gone above and beyond in our attempts to satisfy this customer. At this point, his car simply needs further service, and it is no indication of any shortfall on our part.
  
  
  Sincerely, **** ********
  Service Manger

  STS Car Care.

  Customer response

  02/23/2023

  Consumer called to reject the business response. "The car is no good to me now.  I cant get it inspected because the service engine light is still on."

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Full explanation of events in uploaded documents. Not enough space here to give clear information.

  I took my vehicle in for general maintenance to have transmission fluid checked(sealed transmission). No warning lights on, no problems at all with acceleration, no leaks, NOTHING..just keeping my 2011 Camry in tip top shape & making sure all stayed well.  First visit happen 8am cst on 10/25/22. They in return stated I had NO transmission fluid in my unit & filled with 7qts and charged me $114.17

  Two days later, which brings us now to 10/27/22. As I was driving on Highway 70 my car made a stutter or it was hesitant. I looked at the dash and there I saw my check engine light which has never been on since purchasing the car in 2015 at 63,000 miles. So I immediately go and search of a ******** ********** ** ******* **** ***** to have my car placed on diagnostic. I have four codes that come back that the transmission fluid intake is low so I immediately return the vehicle back to STS. I show him the paper with the diagnostic to hopefully assist him with finding what they have done wrong, because I know that the car was running perfectly fine before this. He make a statement at that time that possibly a sensor may not have been placed back right, and immediately took the car to the back. I was there for an hour and 40 minutes approximation, at that time he said that he had turned the lights out, never stating fixing any type of problem of error with the car just turn the lights out that was on the dash. He told me to drive around and if it comes back on to bring it in, due to my living out of state I remained in St Louis for an extra two days just to make sure the car was safe to get back on the highway.

  No soon after that the car jerked and like the gears would not shift so I immediately pulled over to the shoulder of the highway(STRANDED) At that time my vehicle was smoking as if it was going to catch fire. I had to call a tow truck because I was not going to leave my car on the side of the road, and that cost me $192.

  . The mechanic came out and I gave him the information, he inspected the car fully, but immediately when he looked up under my hood he noticed the splattering of fluid and upon further checking he found that fluid to be transmission fluid. Not only was it splattered all under the hood but it also was from the front of my car on the bottom all the way to the tailpipe(pictures shown in this review). Not only that they had overfilled my car by 7 quarts(5qts he emptied into drip pan & the other 2 splatteredunder hood & full bottom of car), so I never needed any transmission fluid at all

  So after being provided with this full report I reach out to the business owner/*****. First day I was told that he will return tomorrow between the hours of 8:00 and 11:00 a.m., so I reached out the next day and I was told that he does not work on Fridays. So I reached out again today which is Monday 11/7/22 and spoke with the owner *****, now this is where it gets sad and the reason why I'm taking further action. ***** upon that time when I began to explain he says "yeah I know who you are", and you bought that car in here low and we put seven quarts in your car(proving my point). I tried explaining what the mechanic stated and what proof I had he was not listening and stated that yes I would have to take him to court to prove any of this.

   

   

  Business response

  11/25/2022

  Thank you for the opportunity to respond to this concern.
  
  
  When Our customer brought her vehicle to us, she specifically requested that we check and fill her transmission fluid. When asked why she was requesting this particular service, she stated that she "just thinks it might be low," and that it just hadn't been acting right. She would not give me any direct answers to my specific symptoms, just that she thought it needed to be filled. Upon checking the level of the fluid, our technician found it to be very low. He added 7 quarts of fluid to the transmission. He added fluid until it reached the standard "full" level as indicated in the Check/Fill procedure. He was unable to isolate the source of the leak, due to the fluid on the outside of the transmission. we cleaning the transmission in order to make leaks more visible. I advised the customer on the severity of the problem, that the fluid leak still needed to be isolated to prevent the transmission from losing fluid and failing. She acknowledged the concern, and agrees to return so we could find the leak.
  
  
  She did subsequently return. On that visit, we found fluid leaking from the transmission case all along the seam where the main case splits. It had not however, lost a significant amount of fluid and was still showing as full. To reseal a transmission case requires a complete teardown of the transmission after it is removed from the car, and is a large repair. The customer was advised at this time that she would soon require a major overhaul or rebuild of her transmission due to the leakage. No repairs were approved or conducted on this visit.
  
  
  The next contact we had was after she stated that her car had stopped on the highway, as she described in her letter. We were not at this time able to confirm the situation, however, after reviewing our previous reading and the conversation had with this customer, It was obvious that her transmission had succumbed to the problems that had originally brought her to us. Refilling her transmission after most of the fluid had leaked out was too little and too late.
  
  
  The customer's claim that her transmission had nothing wrong before she brought it to us is ridiculous and verifiably false. She was having symptoms and suspecting a specific condition (very low transmission fluid) as she stated when she first came in. We verified and documented this condition, as well as the leaks. For a customer to bring a vehicle in seeking correction of a specific problem, an then deny that the problem existed seems to defy any credibility.
  
  
  **** ******** Manager. STS Car Care

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $400 for a line to be run from the motor to the radiator. When I got home I checked the oil and there was too much oil in it. they shouldn't have been messing with that. There was oil on the underside of the hood that could have caused a fire.

  Business response

  10/21/2022

  This customer brought his vehicle in for a massive oil leak, where the oil hose to the oil cooler at the radiator had popped and sprayed oil everywhere. It is nonsensical for the customer to question why we added oil. Of course we added oil, it was leaking profusely. Oil under the hood was caused by the leaking condition. We did offer to drain some oil, as it was filled to slightly above the full line, and we did so. The customer became very verbally abuse, cursing out my receptionist and manager with illogical complaints, saying we should never have added oil when he just brought it in for an oil leak. It would have been negligent to not top off oil in this case. We were not asked, nor did we perform a complete under hood detailing, as that would have raised the cost significantly. There was never any danger of fire.
  As always, STS stands by our reputation of conducting quality repairs for a fair price. I believe we lived up to that in this case. If there are any concerns, we are more than happy to hear them and offer solutions. We do not, however, expect our employees to accept abuse, verbal or otherwise.

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my ** ***** ******* in to get a new water pump put on. When I picked up the vehicle it over heated almost immediately. I called the shop the next day after having to find alternative transportation to work and they said to bring it in. My car wouldn’t start so they came to towed it to the shop. After accepting responsibility Initially they completely changed their mind once they seen they caused the head gasket to fail. They wanted to charge me $2200 for an issue that was caused by then not doing the water pump job properly. I have a copy of the receipt and work was under warranty

  Business response

  08/19/2022

  Thanks for the opportunity to respond. This is a situation we are well aware of, as this customers attempts to falsely accuse our business and scam for free service is well known. Rather than re-write and explanation, I will merely quote what was clearly written on his last service ticket, as it covers everything. 
  
  
  
  
  "CUSTOMER STATES THAT HE HAD ATTEMPTED TO REPLACE THE WATER PUMP BUT FAILED TO COMPLETE THE JOB. HE THEN BROUGHT THE CAR TO US, DRIVING IT WITH A BROKEN WATER PUMP AND WITH NO COOLANT IN IT. HE SPECIFICALLY REQUESTED A WATER PUMP REPLACEMENT. WE DID NOT DIAGNOSE VEHICLE OR MAKE ANY RECOMMENDATIONS PRIOR TO COMPLETING THE REQUESTED SERVICE. 
  AFTER THE WATER PUMP WAS REPLACED, WE TESTED FOR COOLANT FLOW, THERMOSTAT OPENING, AND FAN OPERATION. WE WERE NOT ASKED TO PERFORM A HEAD GASKET TEST OR ANY OTHER DIAGNOSTIC PROCEDURES. WE DID NOT DRIVE OR OPERATE THE VEHICLE, AS IT WAS IN A STATE OF DISREPAIR AND HAD NO COOLANT. THE CUSTOMER, HOWEVER, DROVE THE VEHICLE, FOREGOING A TOW, AND RISKING SEVERE DAMAGE DUE TO OVERHEATING
  
  
  CUSTOMER STATED AFTER PICKING THE CAR UP THAT THERE WAS AIR IN THE COOLING SYSTEM AND THAT IT OVERHEATED. THIS IS A CHARACTERISTIC SYMPTOM OF HEAD GASKET FAILURE, AS EXHAUST GAS BUILDS UP IN THE COOLING SYSTEM. HE DROVE IT OVERHEATING AND IT SUBSEQUENTLY WOULD NOT START. WE TOWED THE VEHICLE BACK AND CONFIRMED THE PRESENCE OF OIL IN THE COOLANT AND EXHAUST GASSES IN THE COOLING SYSTEM, CONFIRMING HEAD GASKET FAILURE.
  
  
  UPON EXPLANATION OF THE CIRCUMSTANCES, CUSTOMER BECAME BELLIGERENT AND VERBALLY ABUSIVE, HANGING UP AND CALLING BACK MULTIPLE TIMES TO SWEAR AND CURSE AT STS EMPLOYEES."
  
  
  STS stands behind our good customers and believes strongly in integrity and honesty. We can only wish that all of our customers did as well. This customer was offered a fair price on repairing the damage that was done driving his vehicle with no coolant. He responded very inappropriately. I do not expect my employees to put up with any abuse or threats from ANY customer. We will continue to be fair and honest in all our interactions.
  
  

  Customer response

  08/23/2022

  Complaint: ********
  
  I am rejecting this response because: they didn’t do the job properly also damage was caused by them only putting water in my cooling system. Also when you replace a water pump you have to pressurize the system which they failed to do. My car overheated immediately and I pulled over and burped the system since they failed to pressurize it properly leaving air in the line. Called the next day and explained was told to bring it in. Car overheated again on way home from work once again from failure to fill and pressurize the cooling system properly. I changed the oil the night I picked up the car and there were no signs of coolant being mixed with oil. They don’t want to accept responsibility for the damages they caused. The service manager and I were very cordial with each other until he called me a scammer and I became rude.  They originally said they would pay to fix the damages I have a recorded phone call where he states such.
  
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON August 10, 2021, I had it towed by ***. The next day I went in and told them what was wrong and what I wanted to have repaired. I did not hear from them after a week. I went in and told them again what I wanted repaired. They told me about bad pistons. I told them not to repair that, and I told them what I want to be repaired. They told me they will have to drain my tank and I told them go ahead. A month later, they sent me a certified letter about storage fee's. They never told me when they will have it completed. They said they tried to reach out to me but they never did that. They said it was miscommunication because no one said you approved repairs. On December 10th, the told me that they scrapped out my car due to not authorizing repair. I went in and they said that the manager was not in. The service manager told me that the owner said that there was nothing to talk about. I told them on numerous occasions to repair the vehicle. I had tools and personal information in the car.

  Business response

  02/22/2022

  Thank you for the opportunity to respond to this issue.
  
  
  During the four months that our customer's car was here, he was contacted multiple times, including two certified letters giving him ample opportunity to bring payment for storage, or deposit for repairs, and he did not take those opportunities. Instead he waited until after we scrapped his car and then called to complain.
  The customer brought his car on Aug 10th, as he stated. we initially found damage and conditions that conflicted with what the customer told us, so we informed him that the car had internal engine damage, fuel system contamination, and emissions system faults. The customer, as he stated, declined our initial recommendation. He then requested an estimate for partial, alternative repairs different from what we recommended. We delivered him an estimate for over one thousand dollars, meaning that we would need a deposit to proceed. We then did not hear form him for 1 month. At that time, we sent the first of two certified letters informing him that he needed to bring payment to avoid having his car impounded for abandonment. He claimed subsequently that at that time he called and spoke to "someone" telling them that he wanted us to do repairs on his car. No one at our company has any knowledge or memory of this conversation. He also never followed up to bring the requested deposit, or the storage payments that were requested in the letter. The car was eventually put in storage, marked awaiting deposit. On Nov 5 2021 we sent the second certified letter, detailing the storage fees accrued for the months of storage and specifying that he needed to make a deposit for repairs or pay the storage and pick up his car before Dec 1 2021, or his car would be impounded and disposed of. He signed the certified letter but did not contact us or bring payment at this time. On  Dec 10, after 4 months with no payments and no response to our second letter, we salvaged the vehicle in accordance with all applicable laws and regulations
  
  
  It is never our desire to scrap or otherwise dispose of anyone's car. We do not receive sufficient payment from scrap to cover even half of the storage charges. We only take this step when all attempts to get a customer to retrieve their vehicle have failed. Is is unfortunate that this customer chose to wait until months after to contact us, but by the time he had called the vehicle had already been removed for salvage. In good faith, at that time, I contacted that salvage facility to inquire about retrieve that vehicle, but we were informed that the vehicle had already been salvaged and was unrecoverable. 
  
  
  At STS we value our customer's and make all attempts to accommodate. We follow all state and local regulations pertaining to the disposal of abandoned and neglected vehicles. We gave this customer multiple chances to do right and pay his bill, but he neglected to do so. It should be noted that USPS certified letters are a matter of record and a legal proceeding. This customer chose to ignore them and we were left with no choice. We have a limit to our space and cannot store abandoned vehicles forever.
  
  
  **** ******** ******** *** *** ****
  
  

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car there October 27, 2020 when I got the vehicle back. They made repairs using old, recycled from the junkyard parts. I had specified that I wanted new parts used. I am having trouble with the same issues as before. I called them on this and they said they told me to bring the car back and they would test drive it. When they did that they said they didn't see anything wrong with it. They charged me for a CV axle shaft, which was supposed to be brand new. When I took my car in to another mechanic, they could tell that the parts that were used to make the repair by this company came from the junkyard. I was charged $1414.00. The outer tie rod end was a recycled part as well and it was supposed to be new. They told me that all the parts were new and that was not the truth.

  Business response

  11/12/2021

  This customer is merely incorrect. when we completed the repairs on her car, 1 year ago, we precisely labeled and informed her which parts were used and which were new, as can be seen clearly on her invoice. Her incorrect belief that some of the parts were not new when we put them on seems to be based solely on the fact that she has recently, 1 year after their installation, had other work done and while the car was up, she visually inspected the parts and saw that they had a layer of surface rust. This rust was present after 1 full year of use on St. Louis roads, including driving on salted winter roads. No new auto parts continues to LOOK new after a year on the road in St. Louis weather. I Have included Photographs I took after the customer complained, where it is clear that the parts in question exhibit a light layer of orange rust, and comparison pictures of the passenger side to show that original Volvo parts Have a completely different appearance. specifically the original driveshaft was painted, the boot on the tie rod end was a different color, etc. Here claims are based on ignorance of how new parts look. 
  She also complained of a noise or strange feeling noticeable when driving. i personally test drove the vehicle to identify her complaint, and could not hear, feel, or otherwise confirm the complaint.
  I must again reiterate that the first complain she made was 1 year and 14000 miles of driving after the repairs were completed.

  Customer response

  11/19/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  I did read the response.  They pulled a scam.  They went to the junkyard and put used parts on my vehicle.  They claim the parts were new.  The salvage yard label their parts and they put yellow marks on their parts.  There's yellow marks on the parts they replaced.  When I had my tires rotated and that's when we saw the parts came from the junkyard.  I have experience in the automotive industry and I know the difference. 
  
  Sincerely,
  
  ******** *******

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