Complaints

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• Initial Complaint

  Date:10/28/2023

  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.

  We had received an estimate for repairs to our 2009 ***** *** we were told it would be about $1600. When we go to pick up the car we were charged $2800. The mechanic installed a timing belt without our prior authorization or approval, we do not need a new timing belt, so this was completely unnecessary work that we never authorized.

  Business Response

  Date: 11/19/2023

  Dear ***/*****,
  
  ************** has brought his 2009 ***** *** to be checked and replace one of the axles. After we finished the axle repair, we performed a free of charge diagnostic on the car. ************** was notified that the car had an oil leak and that the power steering pump, power steering return line, power steering pressure line, leaking oil pan, and the leaking water pump needed to be replaced. We have explained to the customer to replace the water pump on the *** we have to remove the timing belt because that pump is driven by the belt and it is located behind that timing belt and once it was removed it must be replaced with the new one. ************** has informed our shop manager and shop technician that he is going on a trip and when he gets back, he will make a decision at this time he was giving an estimate parts and labor $3,221.00 plus the synthetic oil change, *** antifreeze and power steering fluid. He was informed that our labor hour is $120.00 and the estimated time for the work to be completed is 13.20 hours which would be around $1,600 for labor plus the cost of parts. Attached Please find the estimate that was giving to ************** on the right-hand side shows the 13.20 Labor Hrs. = $1584.00 and on the left-hand side is the itemized parts needed to do the job. Total parts $1,637.00. This Estimate was submitted by *************** to the attorney General That Shows the Labor Hrs. and the Parts separately. We have given them a big discount bringing the bill down to $2,800. 
  
  ************** came back from his trip and gave us the green light to do the repair and during the entire repair process he was informed of every step. 
  
  As per ************** request we called the ******* Dealership to get a quote because he stated that the dealer price is cheaper than the quote we provided. The dealer provided us a quote for $5,429.00 for the same repair and advised the timing belt must be removed because of the location of the water pump, once the timing belt is removed it must be replaced. ************** was informed that this was the case.
  
  In conclusion, the repair was done as per the industry standard. The customer was informed every step of the way about the costs and what the repair would entail. The customer gave the green light to do the repair. The customer is not a mechanic and should not make mechanical assumptions on how a mechanical repair should be done. 
  
  *******************************, Inc. will not participate in mediation because what ************** stated is not accurate and the timing belt removal and replacement was necessary for the water pump repair. 
  
  Sincerely,
  
  ***********************;
  Office Manager
  

  Customer Answer

  Date: 11/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Dear Sir or Madam:
  

  We have reviewed the response from Rogers Service Center and there are numerous inaccuracies and falsehoods.  On October 4, 2023, we initially brought the car in for a simple oil change.  We did not request any other services.  That afternoon, we received a phone call from ***** indicating that the front left caliper and brake pads need to be replaced, which would cost around $700.  We were also informed that the power steering needed some work and the oil pan had to be replaced, which was leaking.  There was no mention of a timing belt.  We were told that this work would cost around $1600.  We authorized the brake work at that time, but indicated that we did not want to do the other work.  When we picked the car up, we took a picture of the recommended work (which we have included).  There is no mention of a water pump or timing belt in this work order.  The only work suggested was a power steering pump and new oil pan. 
  

  Subsequently, we brought the car back in on October 19tth and authorized this specific work, which again we were told would be around $1600.  Rogers kept our car for a week.  We did not hear anything from them except on Wednesday when they called and asked if they could replace the crank shaft for $35.  We called a few times to see if the car was ready and were never told anything about a timing belt.
  

  Finally, we received a call on Friday, October 27th indicating that the car was ready, and the bill was $2800, over 1200  more than we were quoted.  We didn't realize that they had replaced the timing belt without our authorization.   We had previously had the timing belt replaced and knew we did not need another one at this time.
  We never requested that they call *******. We only told them that we had the timing belt replaced at *******.  We were NOT informed every step of the way.  All calls checking on the car came from us except the one call about the crank shaft and then when the car was ready. 
  

  Most egregiously, Rogers claims that the Timing Belt had to be replaced for water pump repair. However, upon reviewing the initial quote and final bill (attached),there was NO water pump repair.  Thus, the reason they are claiming for replacing the timing belt does not exist.  We never agreed to replace the timing belt and they never even replaced the water pump. We replaced the timing belt within the last five years and another one was not necessary at this time (documentation attached).  There was NEVER any authorization for replacement of the time belt.  
  

  Moreover, when we picked the car up, it was leaking power steering fluid (which Rogers fixed) and the car has been making a loud noise on acceleration that it was not making before we took the car to Rogers.  However, we will NEVER take our car back to Rogers even to fix something they obviously did wrong. 
  

  In sum, we did NOT authorize replacement of the timing belt.  Having previously replaced it, we are very aware of the high price and NEVER would have agreed to such expense.  We have been customers of Rogers for 15 years and the way they have treated us this time has been unbelievable.  We only want to be reimbursed for the timing belt as that work was NEVER authorized.  Again, we want reimbursement for the timing belt - $1154!!!
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 12/05/2023

  So basically the business just gets aware with their fraudulent behavior?