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:12/11/2024

  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.

  Took my car into this mechanic for a brake job never authorized him to change the rotors the rotors were fine, a $400 job and it costing $1,500. Then couple days later I brought my van in wouldn't start a starter that cost $50 online $70 at the most for the nice one they charged me $266 for a starter for an 08 Dodge Caravan which is approximately a 400% markup which borders on criminal gouging, these mechanics are dirty.

  

  Business Response

  Date: 12/17/2024

  Please see and review attached documents in relation to this unfounded claim. 

   

  Kent Olson

  President

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  2 months ago, I had my front brake pads replaced at a different mechanics and I looked at the rotors at that time. They were fine. In the call they never told me that rotors where to be replaced nor did they mention all that extra stuff or the $1500 total cost. Front pads probably did not need replacing either. I did not authorize them to replace the rotors, that specifically cost several hundred dollars extra. Also, on the caravan, the part is simply 500% overpriced. I looked online, the *** part was $50 plus shipping, an upgraded starter was $70. He charged $266 for that part, which is an outrageous markup. I want a $400 refund.
  
  Regards,
  
  **** **********

  

  Business Response

  Date: 12/17/2024

  We don't do work that is not authorized. This response is total fabrication. If brake work was just supposedly done months ago - then maybe that is where fault may lie - why did he not communicate this when he picked up the vehicle ? At that point we could have pulled the brake pads and rotors from  the garbage and recycling and showed them to him. The rotors became worn from pads being to metal. At this point I can no longer show parts - but as I said - my techs have no reason to lie - they are not compensated any differently for any work they do. His own repair order complaint said brake noise was occurring, that he had hit a curb and damaged a tire and has a shimmy - did we make all that up too ?   This is B.S - I am not needing to refund anything to this guest. He has already done his best to besmirch our good name and I treated them fairly and provided them goods and services worth what we charged. 

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The business owner is calling me a liar. I have proof and witnesses otherwise. Just because I didn't mention a recent previous fix on the front brakes, does not make me a liar. In fact, it likely makes him a liar. I would be happy to produce proof of the recent front brake fix...which kind of proves Olson did not have to change out the rotors or even likely the pads on the front. If he's not gouging, then he should produce the cost receipt for the starter on the van...I bet it was $50, not 266.
  
  Regards,
  
  **** **********

• Initial Complaint

  Date:07/31/2023

  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 3/1/23, Olson Tire did some work on my car. Invoice *******. In April I took it back because the engine light was on and the car was misfiring. Olson replaced the ignition coil pack and did some other work. The invoice total was $411. I'll try to find it. The very next day when I put the car in reverse, the engine light came on and the car continued to misfire. At some point Olson replaced all 4 spark plugs. On my 3rd visit the owner's son tried to tell me someone was deliberately trying to scare me by purposely damaging the spark plugs. However, the damaged spark plugs came from Olson Tire. Both the owner, ***, and his son **** have wasted my time and caused me to miss several doctor ************* **** promised a partial refund on the $411 invoice but I have received nothing. I had to go to a 2nd service garage to get an unbiased opinion. They were the ones to say that Olson had not fixed the ignition coil, the spark plugs were cracked. I would like my $$$ back. Please feel free to call me for more information.

  

  Business Response

  Date: 08/16/2023

  This guest is telling only part of the story and as advertised, it is NOT the whole story. I have attached the full invoices where we serviced or provided her service. As you can see, the original complaint was performed on 3/1/2023, and the attached invoice (#*******) addressed several issues she faced. The car was towed in, it had a no start condition and we found multiple concerns. The mileage was ***** and serviced on 3/1/2023. The no start was due to a coil pack failure, which was compounded by several leaks onto the coils. A coolant leak and an oil leak. Those were offered and approved as repairs which we performed. The car left and we were not called until 5/5/2023 - at which point she said she had the car at Midas in our community and they had a list of recommendations. She thought ALL oil leaks had been addressed and brought it back to us on Inv # ****** on that same date. We brought the car in - showed her that there was one additional small leak ( the turbocharger oil feed line ) - we showed her that there was only one additional small leak, and that the misfire that was occurring at that time was due to spark plugs which we had not ever replaced. We again offered her the repair costs of new/correct spark plugs and the additional oil leak repair of the turbo line which she authorized. 

  Another two months went by and approximately another 5k miles and she called us and complained that she had the car at another local facility with a misfire. They had inspected and determined that the car had "bad" spark plugs and a failing ignition coil. We shared with her that those parts would be covered 100% if that was the case. We towed the car back to our facility and found that indeed, the coil pack we had installed was faulty. WE covered that 100% including diagnostics, the towing and the labor. Upon the inspection, we also found the spark plugs to damaged. Beyond what "normal" wear and tear would indicate. We shared with her, that we were ( and are ) suspect of the condition of the plugs when they arrived at our facility. The porcelain around the plugs were broken and inoperative. We do NOT believe in throwing anyone under the bus, but were concerned that the condition of those plugs indicated some level of concern and typed that right on our invoice. I won't place blame anywhere, but we are NOT a commission shop, and the places she had taken her vehicle in the interim are. So that is why we stated either someone was tampering with her vehicle or there was mischief or deceit occurring. 

  Regardless, on invoice # ******* on 7/1/2023 at ****** we covered 100% of the tow, the faulty or failed ignition coil, the spark plugs, and all associated labor. In other words, we stood behind our repairs 100%. I do not feel that there was  any cause for reimbursement of work that we did not honor, that we did not do, or that was not authorized. Unfortunately, in our world today, parts can have failures, as occurred with this coil pack. That is an unfortunate fact in our industry, where parts are being produced in some cases at minimal costs and they have an honest failure rate. When addressed with this situation, our company acted in good faith covering all repairs affiliated with this.

  The guest has claimed in conversations with us, that her car was never at any other shops ( shown by this to be false). She has spent numerous attempts to discredit our company on social media, and bad mouthed our service to all/any who she can share this with. We have a sterling reputation with almost no complaints in 35 plus years of operation. I feel compelled to protect our name and even shared with her on her most recent call that I was recording my side of the conversation to PROVE in the future EXACTLY what I was saying if she continued to bad mouth us. 

  At this point I am confident that we performed according to all laws, and according to the best business practices we have always maintained. 

  Respectfully submitted.

  **** Olson

  President & ASE Certified Technician