Complaints

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/26/20, I purchased four new Falken truck tires that are warranted for ****** miles of tread wear from the Bruneel Point S tire dealer at ***********************************. My receipt shows that I paid $1,046.65.On Saturday, 7/20/24, my right rear tire began to go flat. I drove to the dealer for a tire repair under warranty. I was attended to by employee *************************. Although all four tires were still road legal, ******* told me that when tires are close to their wear limit, they will not repair them. ******* told me that I had to buy four new tires at a price of $1,543.09. I pointed out that the tires were warranted for ****** miles and only had ******. This is 35% less than their warranted mileage. I asked if he would give me credit for the difference in mileage. ******* told me I had to work that out directly with the ******************** This is a false statement. ******'s website specifically states it is the dealer's responsibility to issue a credit/refund and file a form with Falken Tires to be reimbursed. When I expressed hesitation, ******* said, "If you order them right now, I'll give you a rebate of $125.00. My offer is only good today and you have to give me a deposit before I order them." At this point it was clear that I was being scammed and pressured to make a purchase. I left the store disgusted with his high pressure sales tactics, refusal to repair my tire and refusal to honor the tire warranty.I drove to the ******************* tire dealer on *************, Boise and they promptly repaired my flat tire at NO CHARGE! I drove to the ************ and ordered 4 new tires at a much lower price.At this point there is only one appropriate resolution. Bruneel Tires needs to honor the Falken tire warranty and give me a refund equal to 35% of the original purchase price for the tread mileage that was not met. 35% of $1046.65 is $366.33. I will never buy from them again and will warn others of my experience.Original receipt available.

  Business response

  07/31/2024

  We reached out to the customer yesterday and offered a gift card for what would have been the amount of credit for mileage warranty had we appropriately handled the warranty situation with the customer.  The customer accepted and this will be completed this week.  Thanks! 

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This shop was dishonest about their actions and cost me a lot of time and money, and caused additional issues with my vehicle. The initial problem is they did not conduct a proper inspection that I had paid for and they mislead me into believing I needed more work done on my vehicle than what I actually needed. They did this in order to make a larger sale. A previous employee told me that this is their business model, to sale work that the customer does not actually need done. The additional problems are that they lied about issues with the parts they replaced on my vehicle, and they did not conduct proper checks before returning my vehicle or they made intentional actions to damage my vehicle further. Each time I had to bring my vehicle back to correct an issue lead to another issue immediately following. Their dishonesty and issues following the initial repair job cost me a large amount of money, time, and detriment to my life. I have attached an email that I sent to their corporate office that outlines the entirety of the incident.

  Business response

  05/06/2024

  We have spoken to and responded to *****'s concerns, to which we have not received any further communication.  Essentially she is asking for a full refund for work that was performed, some of it completely unrelated, had to be warrantied (Which is why the warranty is given) and now everything is fine with the vehicle.  We did offer to refund for the inconvenience of the **** rides as well as the minute price difference between the original and the warranty converter which she has not taken advantage of.  We stand behind the work we did as this is the purpose of the warranty, to make right what failed as these things can unfortunately happen.  We have also offered the inconvenience refund for what she was out, understanding that can be frustrating.  Below is the original response which she has not responded too.  Thanks and let us know if you need anything further!

  Date sent - April 10th, 2024 at 1:00 PM

  "Hi *****,
  
  
  Thanks for reaching out.  First, let me apologize for the misunderstanding regarding the refund.  When we spoke I remember communicating that I couldn't authorize a refund, and that had to be a conversation with my direct report.  After investigating the issue further, the power steering leak was something that could or could not have been caused during the installation of the catalytic converters, but we handled it free of charge for you regardless, just in case.  We felt like this was in good faith since you had to bring it back to get one of the converters warrantied, which resulted as an inconvenience for you and we wanted to make sure customer satisfaction was the number one goal.  As far as a full refund for the catalytic converters that successfully repaired the issue the vehicle previously had, we stand behind that work and warrantied the one that failed as we would any other customer.  We don't feel the need for a normal warranty on a part failure justifies refunding the entire job, as that's the purpose of the warranty coverage.  Unfortunately, things do happen and we always want to make sure we stand behind the parts we install, which we did as per our company standards.  We did the same with the Power Steering line, as that could or could not have been caused by us when removing the converters so we replaced it as well.  We also don't feel this justifies a complete refund as the power steering line was replaced so there would not be further issue.  While we never want to have warranty issues or unforeseen inconveniences to the customer, or other issues when performing a service, they do arise occasionally.  We work hard to make it right with the customer as best as we possibly can.  In this case, we feel like we stood behind our work and warranty as all the issues were fixed and the vehicle repair has been deemed successful.  Hopefully this brings a bit more clarity and understanding.  Please let me know if you have any other questions."

   

  Customer response

  05/13/2024

  Hello,

  I did not originally see the response. 
  The issue is that the business is scamming. They were dishonest from the start. They did not complete a thorough inspection as I had paid for. They told me that I needed work done that I didnt need done and they didnt properly rule out less costly options first, such as, cleaning the catalytic converter first to see if that fixes the problem. They did not honor the original quote and charged me more. They installed a broken part and tried to pass it as fixed. They damaged my vehicle twice and are not taking accountability. That lead to more repairs that I had to pay another shop to fix. They are saying they warrantied the bad part, but the problem is the part was broken when they put it on and they lied and tried to cover that up. 
  Their corporate office seems to have not read my outline of what happened and is seemingly basing their decision solely off of what the manager told them. The manager is not communicating the incident accurately and was not in the shop when most of the work was being performed. The reason I am asking for a full refund is because they scammed me and told me I needed work done that I didnt need done, as well as, damaged my vehicle that lead to further costly repairs. These reasons and everything outlined in my email is why I am asking for a refund. I would like them to be held accountable so they cannot continue to scam other consumers. 
  

  Thank you for your assistance. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our Automobile to Bruneel Tire to be fixed and they did not fix it but created a bigger problem that caused the head gasket to be blown. (The uploaded letter has all the information concerning this issue)

  Business response

  12/04/2023

  We appreciate the inquiry and wanted to provide the following response:

  The customer called and asked us to check out the vehicle for a coolant leak.  Upon the vehicle arriving, the coolant leak was found to be from the radiator.  A radiator was recommended to remedy the leak, and a new thermostat was recommended as preventative in the case that it was inoperable or could become inoperable.  A coolant exchange was also performed so the system had new coolant, as well as a system bleed to get any air out of the system.  Upon completion of the job, the vehicle was test driven multiple times on the test drive route which is several miles to ensure there were no leaking or temperature over-heating issues/Heater not working issues.  There were none to be found.  The customer also verified this as they did not have issues for the first several drives they took the vehicle on. 

  The vehicle was then brought in with overheating issues.  We tested the radiator and thermostat to determine if the parts/work we had done was the cause and they were not leaking, and the thermostat was opening at temp as it should.  We then internally block tested it and determined there was air getting back to the block as a result of the head gasket leaking back to the block, internally.  

  We feel the work was performed correctly as the parts we replaced were still functioning as normal when it came back in.  Secondary to this, when working on a vehicle, we don't have the ability to verify things that could go wrong, only what is wrong at the time of inspection.  There is no way for us to know that the head gasket, which is a very common issue on a Dodge Hemi 5.7 liter engine, is going to go bad.  We can only diagnose what is bad.  We offer an industry standard warranty on the parts and labor of the jobs we perform, and this is no different.  The overheating in no way was caused by the radiator/thermostat we replaced as they were holding fluid and no longer leaking when they came in after replacement. 

  Thanks for your time and please don't hesitate to reach out

  Customer response

  12/07/2023

  We have added an addendum to the previous letter we sent that tells the continuation of this journey with Bruneel Point S as they have tried to scam us a second time.

  Customer response

  12/07/2023

   
  Complaint: 20945652
  
  I am rejecting this response because:

  As the attachment states - they were not truthful about what was wrong with the car as the witness will testify to.
  
  Sincerely,
  
  ***** And ***********************

  Customer response

  12/13/2023

  Your response says the business handled the complaint, which is simply not true.  They did not fix the problem and lied about what the problem was.  We proved this by having another mechanic tear the engine apart and finding that they did it wrong, causing the problem.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  paid 80 for a car inspection the business missed huge factors which got quoted 7 thousand in damages from another company they refuse to even help fix the problem after admitting they didnt know how they missed the issues they have no remorse all they offer is a refund of the inspection price and it has ended up costing me thousands on thousands

  Business response

  03/01/2023

  The vehicle was brought in for a pre-purchase inspection.  At the time the vehicle was brought in, we inspected it as we normally would, looking for any major issues present at the time it's in our shop.  We do not recommend whether or not a customer should purchase a vehicle, we merely communicate to them what we find wrong at that time.  There is no way to know everything that is wrong as we do not disassemble or take anything apart, and can only make recommendations based on a visual inspection.  ********** we've found with used car dealers, they will clean areas and conceal certain items so they are not found at the time of inspection.  There is now way to know if this is the case with this occurrence or not.  To reiterate, we do not recommend a customer purchase a vehicle for any reason.  To remedy the inspection issue out of customer satisfaction, we informed the customer we would refund the inspection fee they paid.  We do not feel we should be held responsible for issues with a car we neither fixed, nor recommended purchasing, and may not have been present at the time we inspected the vehicle. Please let me know if you have further questions.  Thanks!

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 30th 2022 I dropped my car off with Bruneel Point S to get work done under a warranty. I previously talked to ** to get an exact quote on what I would pay out of pocket after the work was done. ** quoted me for $680 and said my car would be done same day. A couple hours after dropping my car off I got a call from a female employee she told me that while they were working on my car they had broken a piece and needed to special order a replacement. She told me it would be NO EXTRA CHARGE and would be finished Tuesday. I called on Tuesday it still wasnt done they told me the next day it would be finished. I called everyday after Tuesday getting told day after day it would be done the following day. Finally I was able to pick it on Saturday January 7, Nine days later then when it was supposed to be done. When I was checking out ** told me the total was $880 dollars. I asked why it wasnt the original agreed upon price and he told me he was charging me for the replacement of the piece they had broken. I explained to him I got a call and was told I wouldnt be charged but he didnt really care and only gave me $50 off a $200 up charge. The employees were extremely unprofessional and disrespectful during this whole process. Not only was I told multiple times my car would be finished and it wasnt I was lied to about what I would have to pay until last minute. I spent and lost a lot of money on ubers and missed days of work because of theyre unprofessionalism. In no way should I have to pay for something THEY broke. I should have been discounted from the original price not uncharged. I will absolutely be needing my money back.

  Business response

  01/24/2023

  *******,

   

  I am sorry that you had a sub-par experience at our Fairview location. After discussing with the manager, *****, we have come to the conclusion that you are due the $200 that you were told would be included at no charge. The manager should be reaching out to you very soon. Sorry again for the experience.

   

  Thanks,

  *****

*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. ↩