Complaints

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The work was performed on 6/2. Two tires that I provided were installed and an alignment performed. Total bill was $13x.xx While in their possession the top of my steering wheel was scratched / gouged and both wheels they were putting the tires on were damaged. The shop has refused any blame unless I happed to have taken "Recent" photos showing there was no damage.

  

  Business response

  06/07/2023

  customer was in on Wend May 31st with a single wheel that was blown out no vehicle was present at that time customer provided new tire to be mounted and balanced on rim. From there customer picked up rim with new tire installed and mounted it themselves. On Friday June 2nd, 2023 customer returned to have two more used tires installed and an alignment performed on vehicle. Customer was called in the afternoon to be informed that vehicle was complete there was a safety item we needed to address with them so we waited to hear back. Customer called in to pay over the phone to pickup after hours we informed the customer there was a lug stud that was broke on the vehicle. Customer was advised that we would need a signature on the invoice before we could release the vehicle because it was unsafe to drive customer did scan invoice back over to us to have for our records. According to the customer they did pick up on Friday evening. The customer stated that they felt this gouge out of there steering wheel before leaving the parking lot. I'm confused as to why the customer didn't leave the vehicle for us to look at when we returned instead they waited until Saturday June 3rd at 1:15PM to contact us at all to let us know there was a concern at that time they stated that our alignment machine must have damaged the top part of there steering wheel then sent an email  a hour later stating that all of a sudden he noticed that the rims were damaged as well. 

   

  We have seen this customer one other time in which we put 2014 dated tires on his 2018 Audi and noted in the order per the technician "Used tires installed, date code 2014, damage on some tires. Customer provided.
  Service due message coming on" at that time we noted there was damage on the tires them selves but now the customer is stating there was never any damage on any of the tires. Also tires where not the same  that had been put on the last time we saw the vehicle in 2021. We didn't ask the customer to come back because he sent us photos and there was no reason to ask him to come back because the damage was not done at our facility nor does our alignment machine hook up in the manner that he is assuming that it does. 

   

  Customer response

  06/07/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20145977
  
  I am rejecting this response because: 

  None of their response has anything at all to do with the issues of this complaint.  The issue with the wheel stud I called them about Friday morning after I dropped it off.  It happens to be on the opposite side of the car the wheels in question are on so it has nothing to do with anything.  I ordered the part and will have it repaired elsewhere.  
  

  I picked up the car Saturday around 1 when I had someone drop me off so I couldn’t leave the car or else I’d have had to walk home.  I took the pictures of the steering wheel in my driveway before I got out of the car.  If you have outside cameras at your shop there is less then a 5 min difference from the time I pulled out of your parking lot and the time that is embedded in the pics I uploaded.  I then went in the house to send the email with the pics I had just taken and very frustrated and wondering how it happened and 10 mins later I thought you know I probably should go look at the wheels.  I went back outside and looked at the wheels and took the pics of them and sent the second email.  
  

  A completely different car I sold years ago has nothing to do with my steering wheel and wheels on my current car getting damaged.  Nor do the tires that I provided.  Nor does the wheel stud on the opposite side of the car.  Absolutely nothing at all.  It’s just rambling to avoid the point.  
  

  The point being that Brett the Service Manager at Rich’s told me multiple times that unless I had “Recent” pics of my steering wheel and wheels with no damage on them I was out of luck because they were not paying for anything.  The same as stating sorry we don’t ever mess anything up ever and when we do we blame the customer so we don’t have to pay for it.  
  

  That is the issue.  I asked Brett specifically if any damage was noted on my inspection sheet or cameras in the shop or pics the service writer took and he said they don’t make any money taking pics of customer cars and didn’t do any pre-inspection report.  So since they didn’t take any time or spend any money to verify the supposed damage was pre-existing it’s the customers responsibility to have taken a plethora of pics of their car inside and out “recently”  to prove it was actually fine.  Saying that out loud and to a customer is utterly insane to me.  
  

  I don’t want money.  I don’t want anything for free.  I don’t want anything refunded.  I’ll never go back so I don’t want a single thing from the shop other than the damages they caused to my vehicle repaired.  That’s it.  

  
  Regards,
  
  **** ******

  Customer response

  07/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20145977
  
  I am rejecting this response because: 

  I provided photos 5 minutes after I picked up my car in my original complaint (That Google just told me today have 8000 views) and I think it is well established I didn’t take any of the car prior and nor should I have been expected to.

  
  Regards,
  
  **** ******

  

  Business response

  07/13/2023

  Again, no further action will be taken on our part 

*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. ↩