Complaints

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/24/2022 I had a flat tire while driving on 95 south, got immediately off the highway at ********* trail exit. I called for AAA service, ********** withAkiki and Sons was sent to change the tire on my 2016 ******** **** GLE350. **** took off the full size tire and put the spare tire on. He did not use the proper lug nuts (the longer lug nuts) and simply used the lug nuts that were on the full size tire. I felt there was something wrong when I started driving the and flagged him down. He told me everything was fine but when I got on the highway my car was shaking if the car went over 30 miles per hour. I got off the highway again and drove home slowly on the side roads. I didn't drive the car again until Tuesday 12/27/22 when I drove it to ******** Tire in ******* (I had 4 new tires put on at ***************************************** in August 2022. ******** tire couldn't look at it until the end of the day on Tuesday. They called me and asked who had put the spare on because the wrong lug nuts were used and it looked like the hub was damaged. I drove my car across to the ******** dealership where it sat until they could work on it on Friday 12/30. They concurred that the wrong lug nuts were used and the hub had to be replaced at a cost of $1800+. I filed a complaint with AAA but they have closed the case as I didn't have the orignal bolts and hub. The damage was definitely done by the improper use of the lug nuts when the spare was put on and I am very unhappy with both Akiki Sons and AAA.

  Business response

  01/26/2023

  Regarding this complaint, our AAA driver ********** was dispatched on 12/24 and performed a right rear tire change on ****************** 2016 ******** GLE350 with no issues and used the correct lug bolts for the spare.  Apparently, **************** called AAA on January 3rd which was over 1 week later to state after the spare was installed, he was driving on the highway and the car started shaking again but he was able to drive home.  He went to ******** tire who said that the incorrect lug bolts were used to install the spare. **************** sent a picture of the SHORT (spare) bolts with the ends damaged. **************** then sent an invoice from ******** dated 12/27 to AAA which noted: Customer states that when the spare tire was placed on, they used the wrong size lug nuts and when he brought it to ********, they stated the screws you put the lug nuts on were stripped. Car came in with spare tire and the wrong lug bolts on which flattened the thread. New wheel bearing/hub, lug bolts and hardware. **************** was charged $1,816.17 and wanted to be reimbursed.
  
   
  
  To our knowledge at Akiki & Sons, we never saw any pictures of the incorrect bolts that were allegedly used.  **************** went to two ******** Tires and his ******** ******* and only provided pictures to AAA of short bolts that belong to the spare tire and no damage to the long bolts that were supposedly used on the spare.  We dont know how the short bolts were damaged of which we do not even know where those bolts came from.
  
   
  
  **************** does not have photos or parts of either the long bolts that were allegedly installed and damaged, or the spare. If the long bolts were installed in the spare, the spare would also be damaged, and the long bolts would be visibly damaged.  Even AAA felt that since the Member (***********************)  does not have the long bolts or the spare, they could not say with any certainty that the the long bolts were installed in the spare, and therefore AAA did not hold Akiki & Sons Responsible. AAA was unable to mediate this allegation and ********** at Akiki & Sons is positive he used the correct bolts on the spare on that tire change.
  
   
  
  Thank you.
  
   
  
   
  
  Thank you,
  
  Liz

  Customer response

  02/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   I don't understand the response by Akiki and Sons description of their incompetent service.  The short bolts are to be used on the full tire, the long bolts are to be used on the spare.  I had no issues with the car until the tire became flat.  I told their service provider after he put on the spare (using the short bolts) that the car was not driving right yet he reassured me that everything was fine.  The car was obviously not fine once I drove on the highway.  I did not drive the car again until I brought the car to ******** tire on 12/27/2022 for a tire change (I did not know that Akiki did not change the tire with the appropriate bolts) that my hub was damaged by their negligent service.  I am amazed that they have not admitted to their poor service and would like an explanation from them how this could have happened without their poor service .  I will seem them in court unless they will pay for the damage that they caused.
  
  Regards,

  *****

   

   

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