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:07/01/2025

  Type:Product 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.

  I left my car with R&R last Sept to replace a bad axle. I was leaving town for a doctor's appointment. They quoted $400 for the job. When I called the next day to see if it would be ready upon my return,, they said, yes, but we found another bad axle, replaced it and now the cost is over $1,400. I asked why they hadn't reached out to me prior to the more expensive repairs. They didn't have an answer. I said I always had a garage reach out prior to completing the work if the price was drastically different! 6 months later I was hearing noises again under the front tires again. I had an appt to rotate my tires already set up w a local garage in *****. I asked them to please look for what was causing the noise while it was up on the rack. I had to leave town again on a trip.!
  They found the front axles hub assemblies were damaged. The mechanic said they were either defective from the start or were installed incorrectly. He said they should be under warranty and to notify the garage who installed them. In the meantime, I did not feel safe driving the car 35 minutes across town to R&R. The local garage was able to replace the defective parts quickly while I waited.
  When i called R&R, I was told I'd have to speak to the manager. He was angry . He said there was nothing wrong with his work or parts. I asked for a refund on the costs. He denied.
  I delivered the original hub parts back to R&R on 5/5/25. I asked for a refund again,, and was told to wait on ****** the manager. I called again on 5/20/25. ****** eventually called back and said he would only refund the price of the hubs from warranty. I asked for supplies and labor also as I had to pay again for the new ones. He said "If your are not happy about getting the parts refunded, I won't send you ANYTHING!" He sent a partial payment of $355.20 for "defective parts." I am still out a balance of $390.31.

  

  Business Response

  Date: 07/15/2025

  Ms, ****** was in R&R on 9/24/24 and we installed frt cv axles & rear wheel bearings, she called and said she had her car at another shop, and they told her wheel bearings where bad. She had them replace them and wanted R&R to pay for parts & labor. I told her parts & labor cover by work done in our shop only. I would ask if ********** would defect parts, and they did and I refunded money for wheel bearings only. 

  Customer Answer

  Date: 07/15/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear.I was hearing noises under my car again similar to the ones I heard before the bearings went bad in the first place/  I had to get it checked and had to rotate my tires. Was going to the ***** garage to get that done anyway.  it would’ve been foolish for me to drive 40 minutes to R&R to have them check out the noises and have to wait far from my home . Not knowing if They could get replacements put in before my out-of-town trip the next day. I understand that the wheel hubs may have gone bad because of too much torque with the installation. Either that or they were defective parts to start with. Either way now I am Upset that I am  out additional shop supplies and labor costs to the tune of $400.
  Regards,
  
  ***** ******