Complaints

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sent from my iPhone On Apr 9, 2022, at 3:13 PM, ******************************* <************************> wrote:?Very DISAPPOINTED in customer service and they try to RIP you off just to make money. I took my vehicle in to have the suspension, and everything looked at to see why my tire was sticking out farther than the rest. ***** at the shop told me it was because the leaf spring was bent, and they needed to be replaced to even the tires out. Well, they lied just to make money. I took it in on a morning and we agreed that if they put the new springs on and it didn't cure the problem that they wouldn't charge me the $800 and would put the old ones back on. But, ***** assured me it would fix the problem. I got a call later in the day and ***** told me the tires were all even, vehicle was fixed and new springs were put on. I went to pick up the truck and inspected it before purchasing for the ********* was not fixed. ***** lied to me when he told me it was fixed so I told him and reminded him to put the old springs back on as they promised. This was at 11 am and they told me they couldn't do it and would have to bring it back in because they didn't have time. That also frustrated also me because they should have done it right away after the work was done because it was definitely uneven just by the visual eye then as they promised and because the ***** lied to me about it being fixed when it wasnt. He was very rude about it, didnt apologize and not professional at all to the point where he had me shaking, I was so upset. They also told me I could not leave with the vehicle unless I paid the $800 then they would reimburse me when I returned. I had lost all trust with them by this time so I made them write it on paper that they would reimburse me the whole amount when I bring it back. I brought it back the following week and *****, very short with me and rude. Long story short, they tried to make unnecessary $$ off me(rip off) rude & no room to finish my complaint here.

  Business response

  04/21/2022

  To ******************************* complaint:
  We are a small business that has been in business at this location for over 20 years, we are not in the business to LIE & RIP off our customers.  We are an established business in the ******************* that relies on our small town customers and value the importance of all of them. 
  ******************************* came into the shop on a Saturday sometime in late ***** or early March for an inspection. (***, Manager & ****, Tech were working that day)The vehicle was put on the lift and we inspected his suspension system. The only issue we found at this time was both of his rear leaf springs were bent.
  At this time *** went to the front to get the customer and took him out back to visualize his vehicle on the lift and the leaf springs that were bent. *** advised ****** that he should try to get these warrantied from the manufacturer.  At that time the vehicle was lowered and ****** left,  *** was under the impression that ****** would do that.
   A few days later ****** contacted us via ******** messenger and asked if we had ordered the leaf springs.  At this point we did order the leaf springs and set up an appointment to have them installed.
   The day that he brought the truck in for the appointment was ***** 2.  ****** brought the truck in on 4-2-2022 around 8:30 AM, and that day ***** was working at the Sales desk.  He took care of ******.
   ***** said that day that ****** came in his main concern was that his rear rims he wanted them to look even, instead of one sticking out farther than the other.  ***** let him know that his leaf springs were badly bent and they needed to be replaced and that it should fix the problem. 
  After installing the leaf springs on ******* Truck, it appeared to ***** that the placement of the rims looked a little more even. ***** called ****** around 12 noon to pick up his vehicle.  ****** asked him if we fixed the problem, ***** replied that yes the bent leaf spring was fixed, but it was still off a slight bit.  When ****** got there he ****** complained that they looked the same as when he dropped it off.  ***** asked him if we could have more time to inspect the vehicle to see there was any other issues that we could find.  It was again a Saturday and we close at 2PM. 
  At this point ****** was upset and he denied that on his original visit that *** had showed him his bent leaf springs.  He began the get angry.  ***** (also upset because of being accused of lying) called *** to come over to talk to ****** about him denying that he ever saw the bent leaf springs on the rack with ***.  
  When *** approached ****** he was visual upset when he saw *** and began shaking and tears in his eyes. (Not sure why he was so upset)  *** assured him that the leaf springs were bent and either way this repair needed to be done. He was still very upset and said that was not what he asked for.  *** said ok, I will put your old springs back on and refund your payment.  ****** asked if *** would put this in writing, which he did. 
  ****** came back to the shop on 4-9-2022 for us to remove his new leaf springs and replace back his old leaf springs and I refund was given.  
  
  See attached for the ******** messenger text, estimate, invoice and refund.

  Customer response

  04/22/2022

  I am rejecting this response because:To ******************************* complaint:
  ******************************* came into the shop on a Saturday sometime in late ***** or early March for an inspection. (***, Manager & ****, Tech were working that day) The vehicle was put on the lift and we inspected his suspension system. - Not the whole story: I asked them to check to see why the passenger rear tire was sticking out more than others.

  
  

  The only issue we found at this time was both of his rear leaf springs were bent. - Not accurate: I had a second opinion and the mechanic told me they were not bent but thought I would go ahead and try to have Truck works do it because they are local and Truck Works said it was DEFINETALY why the tire was sticking out and putting new leaf springs on would fix the problem. We agreed that if it wasn't they would put the old leave springs back on and they also originally told me it was safe to drive with what they called "bent springs" (clearly they weren't).

  
  

  At this time *** went to the front to get the customer and took him out back to visualize his vehicle on the lift and the leaf springs that were bent.  *** advised ****** that he should try to get these warrantied from the manufacturer. - I checked and it wasn't warrantied from the manufacturer.

  
  The day that he brought the truck in for the appointment was ***** 2.  ****** brought the truck in on 4-2-2022 around 8:30 AM, and that day ***** was working at the Sales desk.  He took care of ******. -  And reminded me if it didn't cure the issue they said they would immediately put old ones back on and refund my money.

  
  ***** said that day that ****** came in his main concern was that his rear rims he wanted them to look even, instead of one sticking out farther than the other.  ***** let him know that his leaf springs were badly bent and they needed to be replaced and that it should fix the problem. - Incorrect: Tires, not rims and he said it would, NOT "should"
  
  

  After installing the leaf springs on ******* Truck, it appeared to ***** that the placement of the rims looked a little more even. ***** called ****** around 12 noon to pick up his vehicle.  ****** asked him if we fixed the problem, ***** replied that yes the bent leaf spring was fixed, but it was still off a slight bit. - Incorrect: ***** DIDN'T say it was still off "SLIGHTLY", he stated it ALL the tires aligned evenly with each other.

  
  

  When ****** got there he ****** complained that they looked the same as when he dropped it off.  ***** asked him if we could have more time to inspect the vehicle to see there was any other issues that we could find.-  Incorrect: ***** never asked me that and said they would put old ones back on but didn't have the time.
  
  

  At this point ****** was upset and he denied that on his original visit that *** had showed him his bent leaf springs. - Incorrect: He showed me, and I never denied it, but they were not bent per another mechanic. I was upset that they didn't apologize and lied to me because on the phone ***** said all the tires were aligned with each other (they weren't). I new right then they thought I wouldn't catch it and rip me off. It made me so upset that I was shaking and almost crying and didn't get angry at them but of course was upset that they would lie to make an extra buck and felt they could care less of me as a customer. Also they said they would put the old ones back on and they didn't and told me I couldn't leave without paying them and would have to come back in a 3rd time to have the old ones back on. This really upset me because they should have done it that day and said they didn't have the time even though they originally said they would if it didn't align and they obviously well knew it wasn't aligned and should have put the old ones back on right away like they promised.

    

  He began the get angry. Incorrect: I was upset, not angry. Yes, I was shaking because they did lie and felt like a victims. They said originally the repair wasn't urgent and it was safe to drive. Didn't have to be done.
  
  

  When *** approached ****** he was visual upset when he saw *** and began shaking and tears in his eyes. (Not sure why he was so upset)  *** assured him that the leaf springs were bent and either way this repair needed to be done. - *** never said this. He said it was safe and he would even drive it all the way down to LA and back because it was safe.

  
  

  *** said ok, I will put your old springs back on and refund your payment.  ****** asked if *** would put this in writing, which he did. - They made me pay before I could leave when I disagreed with that because they lied and it was there fault. But they did put it in writing because at this time I did not and never will trust them again.
  
  

  Business response

  04/26/2022

  There was never any ill will or trying to get over this customer period. We inspected the **********************. We found an issue and we repaired the issue that was found. Did it fix the original complaint. No, but the facts are still the same that we found an issue with the truck and repaired it after showing the customer there was an issue. There was full hope that bent rear springs would correct an offset axle. In the end the customer had more issues than bent rear springs. 

  Customer response

  04/26/2022

  I am rejecting this response because:very dissatisfied. Its obviously my word against theres. I was completely lied to and almost taken advantage of. Very sad and I will never recommend.
  

  Business response

  04/28/2022

  I'm very sorry that you feel this way, We are here to help our customers in any way that's needed. All of the employees at the store go out of there way to make sure all our customers get the full attention that they require and we treat every vehicle that comes into the shop as our own. When an issue does arise we try and resolve them in a quick timely manner that meats everyone's deadlines and needs. We all take pride in what we do and try and pass that on to our costumers. I am very sorry about your experience here with us, We try to give our customers 100%  and if you truly feel we let you down in this situation I do apologize. 

  Customer response

  04/28/2022

  I am rejecting this response because:I accept the apology from you but disagree that every employ gives great service etc the fact remain that they lied and is very clear but they of course dont want to admit it. Lying and trying to get money out of someone by ripping them off is not an employee you want working for you. I know I would definitely uphold that the customer is right and would correct the employees wrongful actions etc because this is an unacceptable way to treat customers and truly believe it needs to be addressed to ***** but its out of my control and very disappointing and again, will not recommend this place to anyone. If this wasnt a big deal then I wouldnt have gone this far nor go out of my way to complain about this as I usually dont do this. Why would I waste my time for all this? I have better things to be concerned about if it wasnt true. No need to respond as obviously its not helping and no corrective action against your employee is happening because you are taking his word over a customers. Which tells me customers are not first or foremost important to you.  Best of luck to ya! 
  

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