Complaints

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my dump truck worked on there, supposed to 780 dollars later the truck overheated, I am a mechanic, they did not change thermostat, charged me 100 for that. didn't put new plugs or wires in it, they didn't do their job correctly. I brought it back and they didn't change anything, I warned them I would call BBB. I want a full refund, at least from thermostat and the plugs.

  Business response

  05/02/2023

      In response to Mr* ******* complaint.... Mr ***** dropped off his 1997 Chevy 3500 H D 7.4 engine truck for a Tune up and a Thermostat. Its my understanding that he had just recently purchased the truck. On 03/07/2023 we pulled his vehicle into the bay to start working on it. Mr ***** was present at the vehicle while the tech was working on his truck. We did not test drive the truck prior to working on it. Mr. ***** asked for a Tune up and a thermostat and that is what we did. When working on the truck we saw that the air box was missing, in which Mr. ***** had been try to find one. He told us to go ahead and look for one and give him a call. Mr. ***** paid the attached invoice for $506.47, at that time nothing was said or questioned about what was installed on his vehicle. We located and ordered the air box that Mr. ***** wanted us to get, we received it on 3/15. We called Mr. ***** and informed him we had received the part. Mr. ***** said he would be in to pick up the part and put it on himself. On 3/16 Mr. ***** came in paid for the part, the invoice was $235.95 and asked an employee for assistance, we helped him install the part with no labor cost. Mr ***** called at a later date and was questioning the thermostat because his temperature gauge was reading 210*. We scheduled him an appointment on 3/23. He did not show up for the appointment, we just assumed that he had resolved his problem. Mr ***** did end up calling at a later date saying that his truck was running poorly, we told him to drop it off in the morning and we would take a look at it. He asked if we could take him home and come get him when done and we did. ****, the head tech in shop took a look at it and discovered that one of the new plug wires had came off the plug. **** snapped it back on and misfire stopped. We called Mr. ***** and told him what we found and an employee went to pick up Mr. ***** at his house. He took the truck at this time. There was another time that he stopped by after this wanting someone to look at his temperature gauge. *****, our employee went out to truck with him and was getting **** to scan the truck to see what the computer was reading compared to the gauge. Mr. ***** told ***** that the vehicles coolant had not boiled over the coolant reservoir. Mr.***** was waiting in the parking lot for ****. When **** went out to preform a computer scan Mr ***** had left the lot. **** was finishing up something and it did take him about 20 minutes to come out to the lot. Mr ***** did call asking ***** for his money back. Mr ***** was also saying that we did not install a thermostat. I informed ***** to tell him that we would replace the thermostat if that's what he wanted. ***** said that he just wanted his money back and Mr.***** discontinued the phone call. I had not heard anything else from him until this letter was received. 

       We have been in business for 55 years, we pride ourselves in the customer service that we provide. Our parts company's stand behind us. We provide the best quality parts with a 12 month, 12,000 miles warranty. Our parts company's will reimburse us for any labor cost. If there is warranty problem with a part we have no reason not to replace it. We just can not give people back there money because they ask. We most definitely do not charge customers for parts we don't install. Please let me know if there is anything else you need from me.                                                                                                                            

   

                                                                                                                                                                                                                            Sincerely Leah P****, Manager

                                                                                                                                                                                                                                 Buck's Tire Service

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