Complaints

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• Initial Complaint

  Date:03/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  February 26, 2024 Paid: $1020.00 Check vehicle for repairs needed because car was sluggish going up a hill.Car was returned with lug nut missing and invoice was the same work and parts as the work that was completed and paid for November 2022 and under warranty. I double charged for the same work and parts. The business stated they would return warranty money but did not. Some of the work charged for was not done. Suspect that mechanic did not do the work, that his wife who is not a mechanic did the work. I got a second opinion and paid that mechanic to do the work that I paid this company to do. Attachments:1 Word Document with Full description of complaint 3 Invoices from 210 Mobile Mechanic 2 receipts from Total True Mechanics 3 OReilly receipts available upon request1 Word document with text messages between 210 mechanic and myself pertinent to this case Items below too large to send and available upon request:1 Refund PayPal Receipt from 201 Mobile Mechanic Annual Vehicle Health Evaluation from Total True Mechanics *Note: The rest of the text messages and the other text messages are available for the job done in November 2022 if needed.

  Customer Answer

  Date: 03/21/2024

  I have revised my original complaint to be clearer.

  *********************
  210 Family Mobile Mechanic
  ****************************************
  **************
  
  Transaction date: March 26, 2024
  
  Complaint:
  *Had car repaired by 210 Family Mobile Mechanic on March 26th, 2024.  After the car was returned, I discovered that I was charged for repairs that were not done.  There were also additional repairs that I was charged for that were not needed. When the car was returned, a lug nut was missing from a tire, causing the tire to be loose and wobble while driving. After contacting the mechanic to fix the missing lug nut, they replaced the lug nut with the wrong size lug nut and broke the wheel stud in the process.
  
  *After these events, I took my car to another mechanic who replaced the lug nut and stud for a total $117.42.
  
  *I am requesting a reimbursement for the total original March 26th invoice of $1020.00 from 210 Family Mobile Mechanic, plus the cost to have lug nut and stud replaced $117.42 for a total reimbursement request of $1137.42.

  Business Response

  Date: 04/12/2024

  Customer stated car was sluggish upon inspection transmission fluid was very low. Cv axles were leaking on both sides, valve cover gasket was leaking oil, and rear brake pads were low. We recommended serpentine belt but after vehicle was apart serpentine belt was still in good condition. So we did not replace the serpentine belt but she was charged for the part.Customer was refunded via PayPal $15.59 for the serpentine belt. 

  originally Estimate for repairs was given to the customer who approved to do the repairs. After the repairs were completed customer states she thinks we already did those repairs in November 2022. After checking our records she did have both cv axles and rear brakes replaced in 2022. The parts from ******** auto parts were bad.We were going to check on warranty. The customer went to ******* auto parts without permission had multiple invoices and printed off my account. I told her that she was not allowed to have access to my account. From there corporate ******** had to get involved and spend days interviewing employees to find out who gave them to her. I decided to no longer use Oreilly auto parts for my repair business after they violated my privacy rights by providing documents to unauthorized persons who are not on our account. There was no warranty provided for any repairs made in November 2022. ---Check invoice copy

  Also One of the lug nuts was missing so we made a second trip to her residence to inspect the tire. We used an OEM ***** lug nut to replace the missing one. Customer watched us put the new lug nut on the vehicle with no issues.  We tried multiple times to please the customer with no solution. She took it to another repair shop for a second opinion. Nothing in the notes from the other Auto repair shop states we did any repairs wrong. They took apart the same brakes we already replaced and at the point damaged the wheel stud at their shop. We are not responsible for broken wheel studs it happens after tires are removed so many times or damaged in removal or install of the tires. 

  ********************* was not double charged for any repairs, the repairs were out of warranty at this time when we inspected the vehicle in 2024. We tried multiple times to please **** she is very hard to work with especially with all her threats and comments made towards us while we tried to work up a solution with her. We really wanted to make things right like we do with all of our customers. We refunded her what she was owed for not replacing the serpentine belt part $15.59 which also excluded labor because we were providing the belt replacement at no charge. All other repairs done to the 2013 ***** Crosstour were approved with a written estimate before any repairs were done. 

  Customer Answer

  Date: 04/12/2024

  Complaint: 21429613
  
  I am rejecting this response because: several of their statements are not true:

  I do not know about mechanics of a vehicle. I trusted the company because they were friends of the family and have done work on my car, a couple friends cars and also 2 of my sons cars, over the past few years with no issue. I showed the owner, ********************* both invoices from their company asking why the same work (CV Axles and rear brakes) needed to be done again so soon. ***** said he would check to see if the parts were still under warranty and would refund me if they were. I was fine with that. ***** also told me that if I needed the receipts for the parts, they got them at ******* and I could get them if I wanted to.

  
  As ***** was putting on the lug nut, he explained that the screws were put in wrong and that this caused the lug nut to fall off in transport. He fixed the screws and checked both back tires to see if they were done correctly, which I appreciated. However, he then said Im sorry she tried her best pointing to his wife and everyone makes mistakes. Sometimes, its difficult for me to do the work, due to my disability.I asked him if she did the work? No response, just looks over to his wife.

  His wife, hearing our conversation got very angry and muttered unknow comments as she went and got in the truck slamming the truck door shut. I was not disrespectful or mean to them. I was confused, ***** is the mechanic, his wife is not and it was implied (by her explaining work that was done when returning my car) and his comments, that she did the work not *****. This was very large expense and working on important parts of my car, if done wrong, could be extremely dangerous. It appeared to me that the invoices were identical and that the work was already done. If it was a bad part, then I should receive a refund for the part, not pay twice for the same part. I always liked them both, but her actions and the lug nut being missing made me question my judgement about this company working on my car and also question if the other work was done correctly, so I got a second opinion.

  I have a full report from the other company stating the serpentine belt was in bad condition and needed replaced, that the valve cover gasket also needed replaced and the wrong lug nut was on the vehicle and needed a stud and new lug nut put on. This report is too long to attach, but is available if needed. The other company then replaced the gasket, the serpentine belt as well as the lug nut so that the car would be safe for me to drive. This caused me to make double payments for the same work.

  I am requesting a refund for the warranty that I am due and promised from the owner of the company.  I would appreciate being reimbursed for the work the other company did, because 210 Mechanic charged me for it and didn't do it. However, I would be satisfied and drop the issue if I am reimbursed the money due to me for the parts under warranty. I have attached a copy of the text messages. 
  Regards,
  
  *********************

  Business Response

  Date: 04/17/2024

  02/26/2024

  2013 ***** Crosstour 

  Repairs completed to vehicle were as followed because I believe the customer is still confused about the repairs that were done to her vehicle as I do not see in the invoices from the other repair shop that any of the same repairs needed to be redone? 
  

  -front driver and passenger side cv axles replaced

  -rear Brakes rotors and pads replaced 

  -valve cover gasket replaced 

  -filled transmission fluid with 3qts with oem transmission fluid 

  -one lugnug replacement on one stud. 
  
  

  Serpentine belt was still in good condition so it was not replaced customer was refunded money via PayPal for serpentine belt. We tried to save a little money wherever we could.
  There is no warranty on any parts that were replaced in 11/2022. I have all of the old parts removed from her vehicle in our storage for proof of replacement. Including 24/7 surveillance around the property of the repairs done in 02/2024 for proof of repairs. 
  Customer was also never given permission to obtain records from Oreilly Auto Parts we do not allow any unauthorized users to access our account information. There is no further action our company will be taking at this time. 

  Customer Answer

  Date: 04/17/2024

  Complaint: 21429613
  
  I am rejecting this response because: Unpaid warranty on work done and untrue statements from business.

  April 24, 2024

  Complaint: 21429613
  2013 ***** Crosstour 

  Business claim:
  Repairs completed to vehicle were as followed because I believe the customer is still confused about the repairs that were done to her vehicle as I do not see in the invoices from the other repair shop that any of the same repairs needed to be redone? 
  -front driver and passenger side cv axles replaced
  -rear Brakes rotors and pads replaced 
  
  My response:
  It is true that the above work was done. However, it was covered under  warranty, a refund was issued to business but never sent to me the customer as promised.

  Please see text from owner promising to return refund, the text warranty and also the receipt from ******* with items crossed out, according to Oreilly they have issued a full refund to the business for all parts crossed out.

  I also have attached a copy of the Annual Vehicle Health Evaluation that states some of the work was not done by this business and needs to be done.
  

  Business claim: -valve cover gasket replaced 
  

  My Response:
  Needs replaced according page 3 of the Annual Vehicle Health Evaluation from Total True Mechanics.

  Business claim:
  -filled transmission fluid with 3qts with oem transmission fluid 
  -one lugnug replacement on one stud. 
  Serpentine belt was still in good condition so it was not replaced customer was refunded money via PayPal for serpentine belt. We tried to save a little money wherever we could.
  

  My response:
  Please see page 2 of evaluation.

  "The serpentine belt was not replaced, upon inspection of the belt I found cracks on the inside threads. The transmission oil smells slightly burned and is varnish in color. It doesn't appear to have been replaced recently.'

  Business comments:
  

  There is no warranty on any parts that were replaced in 11/2022. I have all of the old parts removed from her vehicle in our storage for proof of replacement. Including 24/7 surveillance around the property of the repairs done in 02/2024 for proof of repairs. 

  My response:
  Im not sure how the surveillance has anything to do with the repairs.
  Please see warranty text information above. According to the companies text and OReilly the parts were under warranty.

  Business comments:
  Customer was also never given permission to obtain records from Oreilly Auto Parts we do not allow any unauthorized users to access our account information. There is no further action our company will be taking at this time. 

  My response:
  As I said in the last statement. ********************* the owner told me if I need copies of the receipts of parts purchased to repair my vehicle all parts were bought at ******* and I can go there to get them if I need them. How would I know where they bought them if they didn't tell me? I only received the copy of the receipts for parts purchased and returned for a full warranty for my car, 2013 ***** crosstour. The attendant crossed off the items because she said they were returned for a full warranty.
  
  Regards,
  
  *********************