Complaints

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Quick summary - Negligent job on a regular work that could get someone killed. Quick arrogant denial. When cornered that they had to admit it was their fault, all you got was "well, sorry about that". With this attitude, I seriously doubt they'll ever do anything to avoid this kind of horrible job. I've been going here for service since it's close to work even though it is somewhat pricey. However, after the service I had on yesterday 1/25/2023, I will no longer be going here. On 1/25/2023 morning I had work done on my CRV on the timing chain tensioner and brakes. I was charged $824.63. I picked up the car later in the day. Then I drove my son to a lesson. I was on the freeway when all the warning lights on the dash came on and the power steering went out. I exited the freeway immediately pulling to the side of the road. The automatic braking kicked on and the car promptly stopped and the engine cut out. I was unable to start the car again. The next morning I called Reid's and started explaining what happened. The guy immediately said it was not their issue. He transferred me to a lady (I forget her name). She was more friendly, but the overall result was the same. Basically, just bring it in and they will look at it. Also, she said the work they did had nothing to do with what would potentially be the alternator. "Coincidence happens" as she put it. I asked if they could tow it...but she said they don't have tow trucks (well, I don't either). Anyways, I called AAA and they sent out a tow truck. While the guy was testing the battery, he noticed the wire harness for the alternator was completely disconnected. Disconnected at 3 points (the alternator) and two other locations. Plus, the wiper fluid container was just floating around in the engine compartment. The AAA guy was shocked at such a horrible job. He reconnected the wire harness, put a charger on the battery and the car started fine and has been fine ever since. I called Reid's again. The guy who answered handed me over to the lady when he knew it was me. The lady kept denying - could be disconnected already before they worked on the car; could be someone else did it after they worked on the car; could be disconnected natural. Eventually I told her it was disconnect in three places and you had to unscrew the a bolt on the alternator to connect the wire harness. She finally couldn't come up with any excuses. All she said - "I’m sorry about that *****." That was all.

  Business response

  02/13/2023

  
  To whom it may concern: 
  We are in receipt of the notice of Mr. *******' complaint to you relating to his service on 01/25/2023. I personally have been meaning to reach out to Mr. ******* since hearing about his issue, and have simply been so busy that it kept getting put off. 
  We did, in fact, do some service and repairs for Mr. *******, which was paid for and sent out on 01/25/2023, under R.O. 179. We did front and rear brakes, front wiper blade inserts, and we replaced his camshaft chain tensioner as well as the valve cover gasket. None of these things should have impacted his wiring harness or the cowling at the firewall side of the engine compartment. While I was not working when Mr. ******* had his unnerving experience, nor when he called to tell us about it, when I was back on the job a few days later and heard about the incident, I was surprised to hear that Mr. ******* did not return the car to us so we could help him resolve any issue he had. 
  We do not offer towing services. We have been known to attach a credit to a customer file when we agree we contributed to a car needing to be towed. Without actually seeing the car after Mr. *******' unfortunate event, we weren't able to resolve any issues for him. 
  deeply regret the response Mr. ******* received when he called in to tell us about what happened. As noted, above, I am kicking myself for not having reached out before (it is still in my stack of Things To Do!). 
  will be extending an offer to Mr. ******* to offset his tow expense with a file credit of at least $60.00, to apply toward future service. We are hopeful Mr. ******* will give us another chance to earn his continued patronage. 
  Warm regards, 
  ****** ****** ***** *** ************* 
  

  
  

*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. ↩