Complaints

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I took my car in September 5th 2023 to get and oil change and for them to check my brakes and to check my tires as I was having vibration issues. They did not give me or my boyfriend who was there an estimate on how much it will cost and just took the car in and did an oil change and brakes. After they changed the brakes and oil change they then charged us $415.59 for the service, we paid confused why it costed so much without being told before and went to drive the car out. We got to the road and I had noticed I had no brakes at all and could not stop the car, so we brought it back to them and told them I had no brakes and still has a vibration. They called us about an hour later and said I did have brakes and can't find anything wrong and to come test drive it ourselves. We drove back and they handed us the key and as my boyfriend went to go start the car the key fob broke in his hands and we couldn't start the car and had to buy a brand new key. Once we got a new key which costed us another $293.65 we got the car running we drove it noticed nothing changed and took it to a different shop. That shop informed us they didn't bleed my brakes and left the brake line loose and that my front tire had a bald spot and that's what whad causing the vibration. On September 7th we went into silver street express to complain and the receptionist knew about the mechanic breaking our key and tried to glue it as well as the brake line loose and leaking and not inform us. We got the mechanics number and called to complain and he blamed everything on my boyfriend saying he broke the key and he played with the brake line and that he won't do anything to fix it.

  Business response

  09/15/2023

  A couple came in to Silver Street Express Lube on Sept 5th and spoke with our cashier requesting an oil change and brake check due to a vibration coming from their car. After inspection it was determined that their front pads were so worn down they began damaging the rotors. The original rotors are still in our possession and can be return to the customer to prove they were in-fact being damaged. The rear brakes were determined to still be in good condition. We cleaned them and placed the rear tires back on at no cost at all to the customer. The customer was then called and informed the front brakes were in bad condition asked if they would like to get them replaced, at this time anyone is more than welcome to request an estimate or deny service. Customer agreed and we proceed to replace the front pads and rotors. The brake lines were never touched, bled, or inspected as they are not part of our pads and rotor service, we saw no reason for it. Once the job was complete the customer came and picked up the vehicle. At the time the vehicle first arrived at our shop the key was being held together by glue (this was later confirmed by the costumer the key had broke over a year ago) and when they picked up their car after the original service the key was still being held together by the glue put by the customer.

  The customer eventually came back complaining they had no brakes and the vehicle was still vibrating. We sent a mechanic to test drive the vehicle and he could not find anything wrong with the brakes. We then encouraged the customer to come back and test drive the vehicle one again. When our mechanic went to take the vehicle out of the shop, no excessive force was use but the glue did fail to keep the key together. Since the key was already previously glued we ordered some more glue to re-glue the customers key, although to no avail. We informed the customer what happened to the key and that we retried to glue it back together for them. Although the key was already broken and the glue was holding up was due to no fault of our own. 

  Unfortunately with the vehicle being 17 years old it had a number of issues. When the vehicle was taken to a tire shop it was also determined their was a bald spot on the tire and their brake line was bleeding. We do not inspect tires as we are not a tire shop. As for the brake line they were never inspected by our shop and we never saw any leaks. We did contact the other shop regarding the brake like leak and they cannot recall seeing any leaks but they did replace the front tires. 

  After the customer express there disappointment, while many are out of our control we understand their frustration and we did offer a certificate for a free oil change. 100% off any vehicle, any oil, filter included. The customer agreed with this solution and informed us he would stop by and pick the certificate. At this time we thought the matter had ben resolved although customer has still not stopped by to pick up the certificate. 

  Customer response

  09/19/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  We only authorized an oil change and the diagnostics of the vibration. The company replaced the brakes and rotors without first giving us an estimate or getting our authorization.
  
  Sincerely,
  
  ****** *****

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