Complaints

• Initial Complaint

  08/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My wife took her car to Rob's (Irving location) to get a tire checked. They replaced a valve stem. My wife complained of noise, so I investigated. I found they broke two studs when putting the tire back on. When I took the damaged parts in and asked they cover the repair everything was met with excuses, some of which required risky behaviors. "You could have drove it here and we would have replaced the studs". "You could have broke those off yourself". "That's not overtorque damage". And more. But eventually I'd had enough, lost my temper, and stormed out. They let my wife and two kids drive away like that which enraged me. They created a serious safety issue and failed to take responsibility. I stopped at our typical shop and showed them the damage. They concurred it was consistent with air ratchets/over torque, but also told me they had a customer come in who'd experienced a transfer case failure because this Rob's location put three different sized tires on their vehicle. I will not name this other shop as I didn't ask permission to do so. I will simply state they are on * in ****** *****, not far from **********. I also added a screenshot of a social media conversation with another local mechanic who says the broken studs issue is a common one with Rob's. I could not drive the car back in it's current condition for a stud replacement, so I acted accordingly and to the best of my knowledge to make it safe for use again before seeking restitution from Rob's. The only other options were to risk injury or damage to myself or others by driving it back or getting an expensive tow to the shop, which I would have asked for Rob's to cover as well. I am seeking reimbursement in the amount of $125.76 for the parts I had to replace. I am willing to consider closing all cases with the state and removing negative reviews from the web once this settlement is disbursed.

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