Complaints

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• Initial Complaint

  Date:10/31/2022

  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.

  October 29, 2022 I went to get my car inspected as required for *******. My car failed for, 1) oil level was no reading on dipstick, 2) 1 inch rust on driver front rotor, 3) excessive play in driver outer tie rod.On 27 Octopber, the car was taken to a certified SAAB mechanic for a winter tune up. The oil was changed, the breaks were tested and certified, and the tie rod was inspected among others. The mechanic said that the undercarrage was very clean, and the car was in good condition for all types of driving.I believe that the young man who inspected the car was in error and I request a review of the information. I do not want to believe that this is a ***** to get people to buy services.

  Business Response

  Date: 11/03/2022

  As a ******** Inspection Station, we are required to uphold all state inspection laws as found in the ******* Periodic Inspection Manual from the ********** of ***** Vehicles - we follow the rules as they are written. From the records available, this is the first time your vehicle has failed a ******* Inspection. I know that might be frustrating, as it could be unexpected compared to the previous years inspection.
  
  We reviewed the camera footage of your service. Almost immediately after lifting your vehicle and shaking down the suspension, as is standard procedure for a ******* Inspection, we can see the Technician felt there was something loose. Next, as we have trained our Technicians to do to be sure our diagnostics are accurate, the Technician requested assistance from the Shift Leader. The Technician and Shift Leader together identified this issue as excessive play in your driver side outer tie rod end.
  
  Reject Vehicle if: Steering linkage play exceeds the manufacturers specifications.
  
  I understand you secured a second opinion, and like a doctors diagnosis, opinions may differ. Your garage is right your undercarriage may be in great shape, and we have no notes that indicate otherwise but this is unrelated to the reasons your vehicle failed the inspection.One inch of rust on your rotor does not mean that the undercarriage is rusted -it means that your brake pad is not making full contact with the rotor and your rotor is now rusted. As required by the **** (Automated Vehicle Inspection Program), the rotor was photographed and submitted with the **** report.
  
  Reject Vehicle if: If more than 1/2 inch of rust (cumulative per braking surface) exists on any contact surface of the rotor/drum. Note: Rust is defined as a condition of any swelling, delamination,or pitting.
  
  We did not check your oil during the inspection, though there is a note of your receipt from a previous service where you had no reading on the dipstick. Oil check is not a requirement to pass the ******** inspection. You were not failed for no oil reading, nor does the **** report note anything about oil.
  
  Most importantly, we absolutely do not condone, train or allow our employees to perform any service as a ***** to gain additional work. Any vehicle that has failed inspection is free to have any necessary work completed by anyone, anywhere. You can have the vehicle reinspected at any ******* Inspection Station, and you may find that another shops interpretation of the written law may differ from ours we guarantee youll always find our interpretation of the inspection rules is exact, because we prioritize our customers safety. We offer additional mechanical services as a convenience for our customers. At no point did we require, insist or otherwise imply that any repair work must be performed by us.  
  
  As a resolution, we will immediately refund the $40 you were charged for the failed inspection if you are able to provide written certification from the **** certified garage that: The tie rod end was free of any play and the left front rotor did not have over inch of rust on the braking surface. This certification must be dated from when you visited the shop immediately after your inspection and opined prior to having any repair work performed.
  
  We cannot rescind the failed inspection as it is automatically recorded through the **** system and there is no option to remove a submitted report. The report does not impact your vehicle going forward, it is just part of the electronic process required to *****************. The next inspector needs simply to choose pass after they reinspect the vehicle and find it meets the states minimum requirements, including those Ive quoted above which your vehicle did not meet according to our inspection.