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:07/24/2023

  Type:Service or Repair 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.

  On December 29, 2022 I took my car in for break service where they installed my rotors, brand new, my brake pads, and wipers. And not even a few weeks later they started making noise every time I would back up. It would make like a clunk sound at first I thought it was just the brakes that needed to be adjusted for a while and then it kept getting worse and worse. I took it back. I called them and they told me to take it in which I did(but very far for me, inconvenient)to their new location and they inspected it. And then I don't know what they did at that point. I test drove it, it was still making the sound. Not as loud as before, the guy said all the brakes needed to do was to adjust and I said okay. They said if it keeps doing it or getting worse bring it back again. So I recently called a few days ago and I told the manager there that it still kept doing the same sound very loud and it sounded scary. It sounded like I had hit a vehicle behind me or a person behind me every time I would back up. And just when I told him that I was gonna take it in this coming week(week of July24th-28th) after I got back from my vacation. And just as Me and my family, were exiting the exit I heard this awful, screeching, scraping, loud sound ....something had came ****... turns out my brake pad came loose and if it wasn't that I had just gotten off the exit to.get home, I don't know what could've happened on the road with my orecious kids in my truck!!!! If I was still on the road those brakes would have failed me and my family would have been in a terrible accident!!!! I am furious and want my **** money back!!! No excuse for a mistake like that they are suppose to be professionals!!

  

  Business Response

  Date: 07/25/2023

  My manager contacted the complainant today after researching the history.  We only found the original ticket where she came in for her brake job in December 2022.  There was no history of her returning.  The parts may be under warranty, and we can honor a warranty claim if the customer would return.  She refused.  My manager offered to help find and fix the "missing bolt" or part that the customer claims "no one not even the dealer" could find.   We did offer her to compensate 1 hour of labor which was $114, and to make a claim/refund on the defective part, and to fix the problem.   We said we could even send a technician to her location to inspect.    She refused.  We also asked her to come in person so we could rectify the situation, and offer a refund in person.    She refused.  The customer said she would call us back shortly today.  She then subsequently called back about an hour later, and said they had actually found the bolt today and that they would be fixing it at another shop, but that she preferred w just send her a refund in the mail.

  First of all, I find it very unlikely, and borderline suspicious that another shop already found it for her on the same day we called. Secondly, if another shop is already working on the vehicle, it voids her warranty because we have no way of knowing if they tampered with it, what they altered, or what the root cause was.  We would need to be the ones to work on it, process the warranty claim and/or issue a refund.

  Although my manager out of courtesy offered to send 1 hour of labor in the mail since customer asked him to do so since she did not want to come in, he not have the authority to offer this because of the above explanation.   I declined to send a refund in the mail without evidence, and because of our inability to properly inspect and process a warranty claim in person at our location.

  Thank you.

  Customer Answer

  Date: 07/26/2023

  Complaint: 20367680
  
  I am rejecting this response because:I am rejecting this response because: I have spoken to the manager ***** or however his name is spelled and for them to say that they have no record of me taking it back to the shop is bull. Me and my mom (as a witness) went to their new location to have my truck inspected after I had complained about my brakes making an awful sound.The manager ***** told me to take it in ,which I did and I think all they did was give it a run and sprayed something to kill the noise that it was making.it was negligence on their part to remove the tire and inspect the calipers cause If they they would've they wouldve noticed the bolt missing!!! But they were too Lazy to do a thorough inspection by removing the tire and seeing it with their own eyes, and as proof I have several receipts here in my hands where I went to my local auto part store to order and reorder the bolt with several attempts because they couldn't find or get me the correct one!! Do u know how frustrating that was,and it wasn't till that day that the manager/***** called me that I was at the auto parts store picking up the 3rd attempt preorder of the bolt which came in at 4pm,and at that time he said he was gonna personally come out to my home to work on it himself, told him that was ok but only if the bolt that ******** had ordered for me for the 3rd time was to fail then yes, of course I would have accepted him to come out here himself to correct their negligence.why would I refuse that,but finally ******** got it right after the 3rd time and the bolt got installed and got my truck running again.I gave them a chance to correct it the 1st time that I took my truck in for inspection of the noise and they did NOT inspect it correctly.this situation could have been worse and they could have been talking to my lawyer right about now instead of to me .all I'm asking is for a refund of the labor since I have to pay someone to install it and that's all I asked for so please have them send me a refund to my address on file ASAP!!. And he can check his messages on his phones since the calls are recorded as they say when u call to the shop.check the cameras as well to see that I was there at their new shop for an inspection.as for him to say that it was kinda weird and coincidental.yes, it mightve of seem that way because I wanted my truck to be back working ASAP cause I have drs appointments and I will not waste anyone's time unless they are responsible for their lack of customers service and negligence.  Just have them send me a check reimbursement for the labor costs that I have incurred.and why would anyone trust the people that did not do it right the first time is my point and reason for NOT taking it back to them again for the 3rd time and plus it's almost a 2hr drive!! Who is gonna compensate me for that fuel that I'm wasting on taking it back and forth just so that they can see and NOT actually remove the tire and thoroughly inspect the work that they did.they are responsible and they need to correct this by sending me a reimbursement for the labor costs that I have incurred due to their negligence.that is all
  Regards,
  *****************************

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair 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.

  The man never gave me labor costs with my repairs and said it would be $917. Towards the end of the price no one told me labor was to be charged per hour for repairs. The numbers for the estimate were switched back to $971. I feel they dragged their feet with my car to up the labor. They need to be honest with their estimates and charges. It was a mess.

  

  Business Response

  Date: 12/28/2022

  We charge $114 per hour (LOWER LABOR  PER HOUR THAN ALL OUR COMPETITORS)

   

   The customer is misunderstanding the charges.   The labor is included in the original $971.60 quoted.   

  2 struts @ $288.95 = $577.90 +  Camber bolts $74.50 = $652.40 for PARTS

   Labor is  $319.20 for 2.8 hours of work.

   

  We dont charge labor by the minute.  Our hourly figures are estimated by industry software.  If it takes a standard 2.8 hours thats all we charge even if it takes us 3.5 hours.   We did NOT charge her extra for taking extra time.  Thats not how it works.

   

  At best this is a $55 dollar issue ($971.60 actual - $917 in dispute). 

   

  Happy to give the customer a FREE OIL CHANGE to smooth things over.