Complaints

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint regarding a tire repair service performed by BTS Tire & Service in Pawtucket, RI, on my 2004 ****** Avalon (Plate # RHL41C). I am requesting a refund of $66.29 for the tire replacement on September 17, 2024, due to ongoing issues with the quality of service and product provided.On August 29, 2024, I paid $129.44 for BTS to replace a flat tire on my vehicle. I was assured the replacement tire was new, of good quality, and installed properly. However, just weeks later, on September 17, the right front tire, which was supposed to be new and reliable, blew out while I was driving under normal conditions. I returned to BTS, where they recommended replacing the tire again at an additional cost of $66.29. Hoping the issue would be resolved, I agreed to their recommendation.Unfortunately, the problem persisted. Over the following weeks, I noticed the tire pressure repeatedly dropped below the manufacturers recommendations, and the tire appeared to be going flat again. Despite attempts to communicate with BTS about the recurring issue, they insisted there was nothing wrong with the tire or their service.On October 14, the same tire completely failed. I took my vehicle to another mechanic, who informed me that the tire provided by BTS appeared to be of poor quality and the installation was substandard. They had to replace the tire and make additional repairs to correct the issues caused by BTSs shoddy work, incurring further costs for me.This has been an incredibly frustrating and costly experience. BTS has failed to deliver a product or service of acceptable quality, resulting in recurring tire failures, additional expenses, and significant inconvenience. I am pursuing a refund of $66.29 for the tire replacement on September 17, 2024, as the product and service provided were clearly defective.

  Business response

  12/12/2024

  After reviewing the history of Mr. ******* vehicle, I have decided not to offer a refund.  I believe BTS was more than fair by replacing the tire that was damaged in September at no charge.  Mr. ******* paid an installation cost and had an additional tire repaired which amounted to $66.29.  The incident in October was never addressed with BTS and he alluded to additional repairs needed.  My question is what additional repairs would be needed if we sold him a bad tire? Obviously from his previous experiences I would suggest he pay more attention to where he is driving.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2021 I took my 2007 ******* Tucson to be serviced by BTS Tire and Service, where they discovered that the vehicle's clutch system was damaged and required complete replacement, costing me just over $2000. I recently took my vehicle to another mechanic (BTS was closed that day) to get a brake line fixed, and this mechanic called me immediately to tell me that the rear subframe of my vehicle was completely rotted and I never should have been driving. He assured me that BTS would have seen this issue when they replaced the clutch. I then took the vehicle to the ******* dealership to confirm the damage and explore options to repair it. They reiterated that BTS could not have missed this damage to the subframe when they replaced the clutch, and they never should have allowed me to complete the clutch repair. I called BTS to relay this information and ask why they allowed me to pay for a repair on a vehicle that was not road-worthy, and they said they did not notice the subframe damage. I told them that two separate mechanics, including the dealer, confirmed this was impossible, and that BTS should not have charged me $2000 for a pointless repair. I have driven this dangerous car for nearly a year without knowing it was dangerous, and I am extremely disappointed that BTS did not offer any reversal of the $2000 I paid them for the clutch repair, which is money I never would have put into the car if I'd known it had another unfixable issue (the rotted subframe).

  Business response

  02/03/2023

  BTS received a phone call, I believe it was early December with information from ************************* about an issue with her car.  The manager of BTS, ************************* asked ******* to drive by or if necessary, we would send a tow truck so we could check the vehicle over.  She never responded to ****, and we filed the invoice away.  We have been servicing vehicles for over 50 years, so I find it difficult to believe the vehicle wasn't road worthy when it left BTS. Furthermore, if it was so bad how did she drive it for the last 10 months?  Also, the estimate to replace the rear crossmember subframe. is approximately $900.  At this time, without verifying the problem there isn't anything else I can do.

  Regards,

  ***********************

   

  Customer response

  02/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  BTS states that I called them in December to discuss the issue with my car, which I did, but I never spoke with ****, and was never offered to have my car towed to BTS to be inspected. I spoke with *****, who told me at the time that she was getting the owner involved, but instead I was called back by **** who told me, without seeing the car, that the repair could likely be done for $600.  I told BTS that I felt I should not have to pay anything for a repair as I paid $2000 to have the clutch fixed in March when the car should not have been on the road, according to the ******* dealer service team.  The ******* service team that actually looked at my car in January confirmed that the repair would require thousands of dollars to fix as the damage extends beyond the subframe to the frame rails of the car.  They again reiterated that BTS could not have missed this damage when they replaced the clutch system in March, and that the damage was so extensive that there is no way it only appeared in the past 10 months.  In terms of driving the car, it is pure luck that I did not have an issue as the dealer's service team confirmed that the damage is so bad that the back of the car (the rear tires, exhaust system) could have dropped out of the back of the car at any time, without warning.  I have now decided to scrap this car instead of putting any more money into it, and I believe I should be reimbursed the $2000 that I spent on the clutch system when this car should never have been fixed in March.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  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. ↩