Complaints

• Initial Complaint

  20/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi there. I’m from PEI but live in Ontario. We were home in July 2023 on vacation when my *** broke down. I took the *** to H&S AUTO SERVICE INC. In Kensington. They replaced the alternator so when I picked up the *** I paid $838.39 thanked them for the work and left thinking that I overpaid but we were stuck so just let it go. About a month ago my daughter was driving on the highway and the *** broke down so we had to get towed to my mechanic costing $500. They had to replace the alternator again the one H&S Auto put in costing me another $535.00. After we got the *** back I called H&S AUTO to get a refund and told them what happened and they told me nothing they can do! I said why not and they said I was supposed to take the *** to one of *** ***** parts affiliates. I told them I new nothing of this and they never told me their warranty policy before I left there shop. I then called *** ***** in Summerside where they got the alternator and they told me that H&S AUTO was supposed to tell me about their warranty policy before I left there shop. They also told me that they marked up the cost of the alternator by over $200. They also said nothing they could do that it was H&S AUTOS responsibility to inform me before I left about their warranty policy. All I asked them was to refund my money and I would send them back the failed alternator. They refused and will not take any responsibility for this. I’m now out of pocket $1800.00 fir a alternator. Please make them refund my money. Thanks *****.

  Business response

  29/02/2024

  Hello
  The customer did indeed come to our shop in July 2023 for the stated repair, an alternator failure.
  We replaced the alternator, and at the time of pickup the customer was notified that the repair was covered by a national warranty through ********** ******* program, and to contact us should they require assistance.
  We were initially contacted in regards to the second failure on the 6th of February, at which point the customer was directed to send us a copy of an original invoice or an invoice number so we could further assist them.
  According to the customer, they had technical difficulties in sending the paperwork and it was not sent to us until the 9th of February.
  Upon receiving the paperwork and confirming the applicable warranty, we directed the customer to take the vehicle to a ******* shop for repair, as dictated by the ******* warranty program.
  The ******* program, as previously mentioned, is administered by Car***** and it's requirements are out of our control.
  As we sent this message, we received images of another invoice from an unrelated shop, at which the customer had already had the alternator replaced, accompanied by a re***** for refund.
  The warranty provided via ******* is not a refund warranty, it is a repair warranty.
  Due to the customer neglecting to wait for direction on the warranty process, they had unfortunately voided the warranty of their own volition.
  Upon telling the customer this, they immediately became very belligerent and threatening.
  Due to this behaviour, we have cut off non-mediated communication and have begun the process of having them charged and trespassed from the property.
  We can forward screenshots of the behaviour in question upon your request, we have refrained from doing so at this time due to the potential for this to be posted to a public forum.

  Customer response

  29/02/2024

   I am rejecting this response because:
  H&S AUTO has just lied to you about what happened when I paid the bill. They never told me anything about their warranty policy before I left their business. If they would have told me I would have taken the proper steps in Ontario to have the failed part replaced. Why would I want to pay twice to have the same part replaced doesn’t make sense. Or they could have gave me a warranty paper with the instructions on what to do if parts failed they didn’t do that either. Bottom line is they just lied to you! Don’t let them get away with ripping innocent people off that paid the bill the first time. *** ***** where they got the part said it’s H&S Auto’s responsibility not to let me leave shop before they tell me their warranty policy. *** ***** also said they marked up the price of the part by $200. “******”
  
  

  Business response

  01/03/2024

  I was not the one who handled the initial repair.
  I walked into our office at the time of pickup, and personally heard my business partner explained the warranty coverage to the customer. They had voiced concern about warranty given that they resided out of province, and as such the interprovincial warranty was explained at that time.
  There was many pamphlets with warranty details at the counter.
  I understand that it's been several months since the original repair and it can be hard to recall such details over such a time, it clearly slipped the customers mind and has resulted in this highly unfortunate situation.
  At this point, we have endeavored to respond to all communication about this issue in as timely a manner as possible.
  Despite this, the customer ignored both the initial declaration of warranty, and the guidance they received on the phone on Feb 6th.
  The original alternator that was covered by a full warranty that the client willfully voided of his own actions, beyond our control, has been replaced and is no longer on the vehicle.
  There is not a single warranty in the automotive industry that by default works as the customer has conducted them self. This conduct would have voided any standard aftermarket warranty.
  At this point, the customer needs to come to terms with the fact that their conduct has voided any and all warranty related to the repair, and that a refund will not be offered. 

  I am keenly aware of how unpleasant that is, however it occurred despite our best efforts at communicating proper warranty procedure and outside of our control.
  
  

   

  Customer response

  01/03/2024

   I am rejecting this response because:
  The ***** **** is a compulsive ****. Now he has added his business partner into the mix by saying he overheard the warranty be explained to me before I left… how convenient. Why didn’t he mention this in the beginning because they just thought up this new lie. They would fail a lie detector! In Ontario if a part fails you can get it repaired at any reputable shop and get refunded for the failed part as long as you have proof that the work was done and we have that. They have a warranty policy that is not practical especially for someone out of province that was never told about their warranty in the first place. What happens if this happened in cottage country and there is only 1 mechanics shop in town? We are supposed to get the vehicle towed to Barrie 3 hours away and spend $1000 to get it there? This makes no sense! A honest business would have refunded the money knowing what they know now. Just want my refund because now I’m out $2000 for having alternator replaced again and waving the vehicle towed to mechanic shop! Unexceptable business practices that make no sense. 
  
  

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