Complaints

• Initial Complaint

  12/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Jun 2023 I took my vehicle to rad air on Turney in Garfield Heights. **** assed my vehicle, said i needed suspension work and that my tires were balding in specific spots because of it. Gave me a quote and I agreed to the work. Picked my car up when finished and had problems within 2days. 2 New tires, suspension work and wheel alignment. Took the car back he supposedly revised the work. Paid over $2,000. For work that is estimated other places for about $1,100. About 2weeks later **** called to to see if everything was ok with the vehicle. By then brakes and rotors were scrubbing (I had the brakes and rotors done elsewhere maybe 9months prior. I firmly believe he swapped them for old ones or something. I barley drive as I work close to home. I run errands around my neighborhood and that’s it.) I take my car to **** for assessment and again he tells me the problem and his guys begin work. I Am definitely reluctant to even go here because of my first experience of very high prices. And I believe **** takes advantage of those who have a credit line/card with rad air. I pick the vehicle up pay $1,000 and go home. I do not drive anywhere for 2days. I finally drive the vehicle and there are strange sounds. I return the vehicle and I sit in the lobby instead of going home. I also recorded myself the entire time I was here this day because I had an un easy feeling and because of my prior experience. I hear **** telling his mechanic to see what’s wrong and also “do the transmission on the ******” verbatim! I guess the mechanic didn’t catch on to what **** was saying so **** then said “what the hell do you want me to spell it out for you?” In about 30mins **** tells me my car is ready. As l begin to leave I check the parking lot and garage. There are no other Toyotas besides mine. The next day the brakes and rotors become a problem again. The traction control, ABS and 4wd lights come on and stay on. Also with in about a week my car lags on acceleration. I am not taking my car there again. When I get work done there I have to take it back for the same things within days and then other problems occur. It’s a cycle. **** gouges prices ( although I can not tell him what to charge for labor) Sabotages your car so you have to come back. Inflation and life is hard enough. It is horrible that he has done this to me. He assumes since there is a credit line with his place that it’s ok to over charge and do things so you have to come back and spend more money. He is a wolf in sheep’s clothing and I hope his place gets caught doing these things and karma shows him who’s boss. He plays so nice but is really a cheat liar and a thief. Horrible business man.

  

  Business response

  12/12/2023

  **. ********,
  
  I want to try and assist with this complaint; however, I cannot find any invoices under your name in the system.
  
  Please call me to discuss your issues. Additionally, please submit your invoices through the BBB for review.
  
  Sincerely,  
  
  **** *******
  ******* * *** *** *** ******** *** **** * **** ******* ****** ** ** *** ****** ******* ****** ******* *** *** ********* ******* **** *** *** ****** *** * ********** ********** ********* ******   ********* *** * **** ********* **** * ******** * *** ***** ** ***** ****** ***** ** ***** ********* ** ***** ****** * ************ **** ************ ****** * ************ ***************

• Initial Complaint

  04/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  all details are listed in the PDF named BBB Complaint

  

  Business response

  04/15/2022

  Dear BBB,
  
  To make this very simple, I will state the facts only.

  
  To clear the confusion, the vehicle was towed into us for the first visit because another shop / someone attempted to repair the brakes and the vehicle would not drive. The vehicle was driven into our shop for all other visits.
  

  As you can see on Invoice #*****, dated 6/25/2021, we did indeed document all work completed on the vehicle. Note mileage at 124,805.
  If you review the invoice, and labor descriptions we did not replace the brake hoses at this time. *** ***** is insisting that we replaced the brake hoses from the chassis to the brake calipers and did not list them on the invoice.
  *** ***** received a verbal estimate and approved the repairs before they were completed. We never complete work without approval, never for any client.
  If this were the case, why did *** ***** pay for the repairs if he did not authorize them?
  This only became an issue after *** ***** *** a second non-related failure of an original equipment brake hose.
  

  The ****** dealership found a defective brake hose that was causing a caliper to hang up and advised *** ***** to return to the shop that completed the brake job.
  

  When the vehicle returned to our shop and we inspected it; yes, we did deny the repairs, and gave an estimate on 4/4/2022 to replace the hose since we never replaced the brake hoses on the initial repair back on 6/25/2021.
  

  *** *****’s claims that the brake hoses were replaced on our original repair back on 6/25/2021 and is this is the basis for his complaint.
  Anyone can clearly see that the vehicle has original hoses on it and the brakes / hoses were working fine for 10 months and 10, 658 miles since the brake job was completed.
  Anyone can see that the original hose is still on the right side of the vehicle after we replace the left one for *** *****.
  

  After many discussions with *** *****, we simply performed a complete front brake job for *** ***** again, including a new left front caliper and hose at no charge simply for client satisfaction and to appease *** *****.
  Note, we did not replace the right front caliper and / or hose assembly because they were working fine currently. See original and corrected invoice ##40293 dated 4/7/2022 for details.
  

  *** ***** did indeed receive a verbal estimate from me on 4/4/2022 sometime after 12:47 pm for $351.15 for the tie rod end replacement and included a four-wheel alignment and a limited lifetime warranty. See attached picture of estimate stored in our POS system.
  

  In conclusion, we did indeed document everything for Mr. *****. *** ***** is distorting the truth and making statements that are not factual. We never denied any estimate, nor denied E-mailing one to *** *****. Yes, I made a mistake on the invoice, and it was corrected. We have completely re-done all the original work, honored a non-warranty brake hose, and correctly repaired the vehicle at no charge for *** *****. Demanding a refund for anything is unwarranted in this case due to the facts stated above.
  

  It appears that *** ***** is more upset that we did not also replace the right front brake hose at no charge for him at the same time we completed the second brake job and replaced the left brake hose at no charge to *** ***** as client satisfaction. We have already gone above and beyond to satisfy *** ***** by warrantying a part we never replaced or charged him for, along with completely redoing a bake job at no charge. Demanding that we replace a known good part at no charge (hat we have never replaced beforehand) and / or demanding a full refund is simply overreaching, unwarranted and unfair.  
  
  Please contact me with any questions.
  Sincerely,
  **** *****, Service Manager
  Rad Air of Garfield Heights  

  
  

  Customer response

  04/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   What is not making sense to me, is the fact that I remember the phone call vividly. the previous  brake job *** all new parts. Only one side was faulty. Right front to be exact. When **** got the  truck, ****'s words were and I quote; “everything has to be replaced that's calipers hoses and rotors.”  Even though I only *** one side damaged he recommended to do both at the same time. That included BOTH calipers. With the trust I *** with **** I believed that he would take care of my car and give me the best service possible.
   So when it came time to warranty out the brake components I already paid for I was confused when I was met with hostility even though I knew I paid for everything. it doesn't make sense from those photos you can see the caliber hanging from the hose. What shop leaves a critical braking component in that condition after putting new parts on.  After spending $1,100 on brakes you telling me you skipped replacing something that it has the potential to impede me from stopping safely. The thought of that alone is Ludacris.
   I Find it very convenient that you can pick and choose when parts are working well. If that was the case only one side needed to be serviced from the first job. Or I would have documentation before I brought it to the shop that both sides needed to be serviced.
  I would like to have my money back so I can put it towards a shop thats actually going to take care of me and do honest work especially when it comes to warranties I shouldn't have to miss 3 days out of a work week to get a service already paid for.
  It's not customer satisfaction if I already paid for it, you're being deceitful.
  Initial complaint
  “While I was at the dealership getting my truck serviced they recommended that they
  replace my front brakes due them being SEIZED.
  Rad Air’s response
  “The ****** dealership found a defective brake hose that was causing a caliper to hang up and advised *** ***** to return to the shop that completed the brake job.”
  Where did you get that information its invaled.  
  Brake hoses Collapse, calipers seize.
  
  Regards,
  
  ***** *** **** *****
  
  
  
  
   

*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. ↩