ComplaintsforAxles Unlimited

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This shop cost me almost $800 due to their own incompetence. I brought my truck in to address a driveline vibration and rear-end rebuild. Without my permission they performed a CV joint rebuild on the driveshaft and charged me $450. This is a $50 part and about 1 hour labor (labor is typically $65/hr). I asked if the rebuild included new u-joints and was told yes. Got the truck back and not even a block down the road the speedometer starts going crazy past 50 mph and it STILL vibrates. They claimed two guys test drove it before giving it back to me and told me to bring it back and they’ll look at it. I looked underneath to see if I could find what might be causing the speedo issue. On top of my newly powder coated axle looking terrible after they spray painted, there were NO new U-joints on this $450 axle repair, and one grommet was broken. I brought the truck back to them and waited nearly a MONTH before they decided to tell me they don’t see anything wrong with the repairs regarding the speedo and that it must be in the cluster. It was acting fine before I brought it to them. They also explained to me the axle repair was not supposed to include the U-joints, they looked fine, and that they rebuilt the CV joint and rebalanced it again. It STILL VIBRATES. And, the driveshaft wasn’t rebalanced like they said. So, I paid $450 for an axle repair that solved nothing, my speedo is jacked up and I have oil stains on my carpet because he didn’t put down a mat. I took it to another shop town for the speedo issue and just as I suspected, he said the toner ring in the diff they rebuilt and had to remove to preform the work was DAMAGED. This repair cost me over $300. I brought the bill back to AUI along with the damaged toner ring and he told me he would see what could be done, along with the needless axle repair. It’s been 2 MONTHS and I have not heard a word from these people. Two weeks ago and he said he is still waiting to hear back from corporate.

  Business response

  10/26/2023

  Mr. ***** brought his vehicle in on 2 separate occasions. The first occasion the customer came in on March 13th 2023. His primary concern was that he was getting a vibration above 70 mph as well as concerns about rear differential work that he had received from another shop. He believed the previous shop had not set the pinion depth properly causing his rear differential to be giving him problems. We did identify the nature of the problem and before any work was done, Mr. ***** was informed of the repairs needed. After receiving customer approval we serviced the double cardan joint and balanced the driveshaft as well as servicing the rear differential which included replacement of the master bearing kit along with the ring and pinion gears. I have attached the invoice to show that the customer did pay and sign after repairs were made. 

   

  The second occasion, Mr ***** brought his vehicle back in to state that his vehicle was still having a vibration and that his speedometer was jumping. We again drove the vehicle and inspected the vehicle. After inspection the technician noticed that both motor mounts were in need of repair. The customer stated that this was again related to the driveshaft and we let the customer know that we were going to rebalance the driveshaft and replace the motor mounts at no additional cost to appease the customer. In regards to the speedometer, our technician noticed this to be an issue prior to any repairs made at our facility and the customer was informed. There were no visible indications that the tone ring was damaged in any way. Our technician recommended that we change the VSS sensor with an OEM grade part to see if we can resolve the customer issue. This however did not work and we took the part back out. These attempts and repairs were at no cost to the customer. I advised the customer that the issue had to stem from the cluster itself given we had ruled everything else out. When detailing our findings to Mr. ***** he was insistent that the problem lie in the tone ring. Once again to appease the customer we offered to change out the tone ring. The estimate given was for the part only and that we would waive the standard fee of $850 for once again opening and servicing the rear differential. Mr. Gates declined this work to be performed. He requested that we perform an NC Inspection on the vehicle and that he would pick up the vehicle. I have attached the second signed invoice to this email as well. The second invoice does show that the estimate for the tone ring was declined and signed by Mr. *****.

   

  After reviewing the entirety of Mr. ****** complaint made, outside of the previously stated facts of the repairs made. We do strive to assist and resolve any and all customer's automotive needs. Before and after every vehicle is brought into our shop we have disposable floor mats placed in the vehicle to ensure we maintain cleanliness when repairs or diagnostics are made.

   

  Mr. ***** was informed that we would be unable to reimburse him for any work that he had with our shop given that the repairs that were made both paid and unpaid were completed to the desired outcome of the customer.

   

  If you have any questions or concerns please feel free to email me or call **************. I greatly appreciate you reaching out to us in order to respond to this complaint made. Thank you so much and have a great day.

   

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

  General Manager

   

  AUI Automotive

   

  Customer response

  10/26/2023

   
  I am rejecting this response because:

  They caused these problems, and there are numerous lies in the response.

  1) I did not authorize the repair to the driveshaft. I even made the comment to them later after it didn't fix the vibration that I wish they would have asked me first because I could have bought a brand new one for less. I did authorize the differential ring and pinion repair, yes.

  2)  The speedometer was NOT acting up before I brought it to them. That is just insulting to say it was.

  3) I rejected the toner ring repair because they wanted to charge me for it when they are the ones who caused the damage. I even proved to them that it had to be the toner ring and not the cluster. Turns out I was right. And second point to this, they did not mention they would wave the labor, either.

  4) The floor mat was NOT present the second time I picked up my vehicle and there were oil stains on my new carpet as a result. The previous time, yes they did.

  5) I was not told they would not reimburse me. ***** told me that he would forward it to management and they would have to decide what to do. I called back a few times asking for an update and he told me he hasn't heard anything.

  6) The engine mounts they did without asking me. I don't recall them being bad (I work on my vehicle a lot) but even so, this also did not fix the vibration issue. So it should have been on them anyways.

  I paid a lot of money to get rid of a vibration (driveshaft work) that had no effect, and they caused several hundred more damaging my toner ring. I'm fine paying for the other work but not these screw ups.

  ***** seemed like an honest guy, I'm surprised and disappointed by all these lies.

  
  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Took my car to this business for CV Joint repair. While there, company damaged my axle and is causing car not to move forward. Company first agreed to repairing my the damage, then they went back on their word.

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