Complaints

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a simple brake job back on Aug.21. Brought the car back on Aug. 23 due to the metal on metal grinding coming from the wheels. Explained the situation to the active manager. Instead of checking brakes, he tried to charge me for an emissions test that he didn't even complete. Was explained by another employee that I should have had the rotors replaced before the brake install. I told him I would have, however the tech (*****) that did the first job said they were fine. This mistake had since caused the calipers to need replacing. After 5 hours in the shop my car was returned with the hood not latching correctly. The staff tried gaslighting me. I left and reached out to customer care via phone and email, no response. Come Sept 19another mechanic discovered the core support had been severely bent from being incorrectly lifted with a floor **** for 5 hours, thus preventing the hood to shut properly. This mechanic also found that only 1 of 2 calipers were installed on the front right tire and was leaking brake fluid. The vehicle was not safe to operate as it was on the brink of full brake failure so $1,178.65 in repairs were needed, including fixing the bent core support. I have been in contact with customer care trying to resolve the matter to no avail. The district manager has made contradicting statements to customer care and continuously closed the case because in his opinion, the matter has been settled. It has not. He claims to have reached out and we verbally settled over the phone. Not true. He claims I was reimbursed $196 for the first job Aug 21. Hasn't happened. Promised to replace the broken hubcap, also has yet to happen. I've been waiting for a regional manager to reach out for 3 weeks. Still nothing. I reached out again last Monday via email and phone. No response. The lack of cooperation from upper management and Grease Monkey's blatant disregard for customer safety is appalling. They botched the job twice &should be held accountable for repairs

  Business response

  11/13/2024

  An investigation was conducted and liability determined. We have taken responsibility for the portion of the damage we were liable for. The customer has been reimbursed for the that portion.  

  Customer response

  11/15/2024

   
  Complaint: 22541655
  
  I am rejecting this response because:
  I was not reimbursed, nor have I received the hubcaps that were supposed to replace the one they broke. They caused $1,178.68 in repairs, per the invoices sent to the BBB & Grease Monkey.
  Sincerely,
  
  ******** *****

  Business response

  11/25/2024

  Here are the statements and claim form for her claim. We also included the receipt for the refund that she stated she never received. 

  Customer response

  11/26/2024

   
  Complaint: 22541655
  
  I am rejecting this response because:

  When I spoke with **** at customer support, she said there was a check that was mailed to me. Again, I never received it. I also noticed that you have ******* listed as the manager that inspected the vehicle. That's quite confusing since he was not there. I was told by ****, who claimed to be the active manager, ******* was out with a back injury. I spoke with ******* in person in September when I tried to get a copy of the invoice from 8/23. It took him awhile because, as he stated, he was not there and had to call around to find out what had happened. I also noticed the date of inspection as 8/22. This is impossible because I did not bring the car back until 8/23. 

  In addition, the invoice that ******* presented me with showed 2 calipers. Still confused as to why only 1 was installed if you guys ordered 2 for the vehicle. Photos were sent to customer care showing only 1 caliper. *******, THE MANAGER, also stated that he had no idea how many calipers are supposed to go on the wheel, so it sounds like a safe bet that no one else knows that either. Or the fact that you cant put new brakes on bad rotors, or have a car suspended on its frame by a floor **** for 5 hours.

  
  Sincerely,
  
  ******** *****

*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. ↩