ComplaintsforPete's Auto Care Center

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We took our vehicle to Petes on 3/21/23 because the power steering went out. They replaced the pump. After replacing the pump the car still made noises when turning. We took it back and they said they flushed it again and the noise was quieter but still not gone. They said they checked other parts that the other parts were in perfect order and nothing else needed to be done. It was not quieter - it was the same noise. We took it back a couple of days later and said we wanted them to replace the pump with the warranty. They said that they replaced it again however it is still making the noise. They also did not put a cover back on and it is now missing -(I would like to be refunded for this missing piece that we are now going to have to put on - Petes Autobody said the piece to cover the part was $300.) After my husband continued to disagree with the owner, the owner started running after him yelling Im going to kill you over and over again. He then got in my face, towering over me, and started yelling at me while putting his finger up close to my face. We do not take threats of an owner saying he is going to kill us lightly therefore we called the cops and reported this to them and they have a record of it - we chose not to file charges against him because we just wanted this terrible event to be over. The cops do have it on record just in case the owner was to retaliate against us. We took our vehicle to ***** ***** today (3/31/23) and they told us the pump that Petes Auto Body installed was not the correct one and is actually leaking, they also used inappropriate pins to attach the hoses. They also said that at this time it is not drive-able because of the items used at Petes Autobody Shop. The amount charged to my debit card is $865.55 - I would like a full refund given that the new pump they put in was not correct and is leaking.

  Business response

  04/14/2023

  BBB RESPONSE:
  
  
  In reference to ****** Maxima customer complaint.
  
  
  What happened: Initially customer brought vehicle into our facility due to steering wheel not turning. Customer stated that steering just went out while driving.We assessed vehicle, and found power steering pump was not producing pressure which caused the steering wheel to be very hard to turn. We replaced the power steering pump and upon replacement we noticed metal shaving in fluid which we then advised the customer this was due to the failing power steering pump. With knowing the system was contaminated by the metal shavings we recommended to flush the system but also made it clear to the customer that other components of the system may be damaged already. After replacement of the power steering pump, pressure in the system returned to normal and the steering wheel was no longer hard to turn. However, there was a whining noise from the system. We added an additive to the system,and requested for the customer to drive vehicle for a few days in order to allow the additive to work through the entire system. When customer came to pick up vehicle, husband was very irate and rude to staff and refused to acknowledge that we had repaired steering issue.We offered to replace the power steering pump again under warranty just for customer satisfaction but reminded customer about the contaminated fluid causing damage to other components and also reminded customer (husband) that vehicle came in not able to turn steering wheel and was leaving with steering wheel normal again.Customer (husband) left shouting derogatory remarks and sticking middle finger outside window. We called customer to remind them that we offered to replace the power steering pump again under warranty and to ask them to bring vehicle back for replacement. Customer brought vehicle back and we replaced power steering pump again. This did not fix the noise from the power steering system which we anticipated. We recommended to replace rack and pinion assembly with hoses to repair noise. Customer declined repairs and came to pick up vehicle. When customer (husband) came to pick up vehicle, he was using vulgar language and accused shop of not repairing steering issue and also accused shop of missing cover under vehicle, even after admitting that he had ran over debris in the road which we assumed is what ripped off his missing cover. (obvious signs of impact under vehicle and missing tabs where cover goes) When leaving facility customer (husband) continued to to use vulgar language to owner and shouted threatening remarks when walking toward vehicle.The owner shouted back to customer to not be using that language and to get off his property. We try to please all our customers and give them the best possible customer service. Given this situation, we believe it is best to part ways with this customer and are willing to refund the total bill if the part we installed is returned.  

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