Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Our car was taken to Chapel Hill Tire three times over 4 months because of a smell of burnt rubber, car shaking, and the car not accelerating past 40 mph. The first time they replaced a brake caliper and did acomprehensive inspectionthat returned green checks for the rest of the car. 2 months later, the same problem returnedto Chapel Hill Tire. They said it was the rear 2 brake calipers, as well as pads and rotors (both explicitly okayed in the prior inspection) and did a comprehensive brake inspection. 1.5 months later, same problem, 2 more brake calipers and attached hoses. After realizing that five brake calipers had been fixed in 2 months, we checked with Chapel Hill Tire again and were told thevehicle had no problems. We consulted with 2 other mechanics who informed us that none of the repairs listed on the final invoice had actually been made, showing us the rusted over caliper and damage brake hoses, stating that one was so damaged it was not possible to safelydrivethecar.

  Business Response

  Date: 07/05/2023

  On December 20th of 2022, the customer brought there vehicle in for a concern of smoke coming from the right front wheel while backing up. They also complained about the brakes not feeling quite right. We diagnosed the concern and recommended a right front brake caliper, as it was not functioning correctly and while completing our complimentary vehicle inspection (which we do on all of the cars we service) we found that the battery tested weak and was low on CCA (cold cranking amps). The customer approved the repairs and we completed the repairs. Over two months later and about **** miles, the customer complained about a burning rubber smell. We diagnosed the concern and found that the rear calipers were not functioning correctly. One of the calipers had malfunctioned so badly that the caliper damaged the brake rotor and the brake pads. We recommended both rear calipers, rear brake rotors and rear brake pads. After completing the repairs we completed a thorough test drive and returned the car back to the customer. About 6 weeks later the customer called and said they were having issues with the car feeling like it was applying the brakes while driving. After we got the call and scheduled an appointment for the customer we went ahead and ordered front calipers and front brake hoses, thinking that if we had an issue with the front brakes we would be in a better position to remedy the customers concern without having to wait for parts. When we received the car we test drove the vehicle and found that the caliper that we replace in December of 2022 was faulty and we replaced the caliper under warranty at no charge to the customer. We test drove the vehicle and returned the car back to the customer. About 4 weeks later the customer came in and wanted to speak with me personally. She explained that she was still having problems with her car and she informed me that she had spent her life savings on the repairs for her car. She seemed very upset. I assured her that we would get to the bottom of the issue and make it right. We drove the car for about 40 miles and could never duplicate her concern. We called her to let her know that we were not able to duplicate her concern. She requested that we bring the car back to her residence and she would drive it more and bring it to us when and if it acted up again. About 2 weeks later the customer returned and said that she had the car at another shop and they told her that they would not have repaired the car. They told her the car was too *****. The vehicle did have some rust, but in no way was it a "throw away vehicle". The customer called and asked if we could raise the car and let them see the underside of the vehicle as well as the brakes. We accommodated them and raised the vehicle to show them the brakes and anything that they wanted to look at. The customer was under the impression that we had replaced both front calipers and front brake hoses. This was not the case. We simply preordered them in case we needed them to repair the vehicle. We only found that the right front caliper was faulty, which is the caliper that we replaced earlier. That repair was under warranty. When i witnessed the customer getting frustrated i asked what i could do to make them happy. The customer wanted us to replace the left front caliper and replace both front brake hoses for free. I asked if we could drive the car with the customer to see if we could duplicate the concern together. We (both customers and myself) drove the car about 20 miles and could never duplicate the issue. I'm not sure if we even have a brake issue with the car. I asked again, "what can i do to make you happy". The customer stated again that they wanted the left front brake caliper replaced as well as the brake hoses. We accommodated the customer and replaced the caliper and hoses for free. We called the customer and said that we had completed the services that they requested and the car was ready for pick up. After informing the customer that the car was ready I asked for them to call me if the car starts acting up again. I'm not sure what the customer wants. 

  Customer Answer

  Date: 07/09/2023

   
  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 remain frustrated that Chapel Hill Tire gave us a piece of paper with the word "invoice" on it which listed work that was not done, but I can accept that this is not malicious and is not them trying to lie to us, but rather a confusing way of presenting information.  Also nothing on the invoice indicates that one part was replaced as being under warranty.  

  Sincerely,
  
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