Complaints

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They lied and said my truck was undrivable. They said they couldnt get the axle back on. Then i came back a week later to find the axle still on and it sitting outside the shop. I told them i was in town for work and they promised my tools would be safe. Then everytime i called yhem the price kept going up. When the price got over $ 3400 and they said I couldn't get my truck back , I told them I didn't think I could afford it the offerd me $500 and when I didn't sell, I got junk yard parts that were wrong, they didn't kook anything properly, they put the brake pads on wrong and now I not only had to replace the pads but my rotor is about shot and mu tire woobles so bad it looks like it's about to fall off. I lost my job and they just keep saying they don't care I paid and that's that

  Business response

  09/25/2024

  This customer was traveling through. Stopped at our repair shop with a "oil leak" at the rear end. From a visual stand point it appeared an axle seal was leaking, we bid them to replace the seal. Upon removing the axle to repair, we found the axle to be excessively damaged. See attached pictures. The customer went back and fourth on repairs. Claimed the could find an entire differential for $400.00, to witch we told them there was no way possible we can find anything for that price but if they were too supply said differential we would still install it for them. Ultimately they choose to use the part that we could find and authorized the repairs. Upon the findings the customer wanted us to put the truck back together so they could just take it, we explained that it can not be assembled in that condition and would have to be towed away. Likely part of the decision to allow us to make the minimum repairs so they could take the truck, as we have noted on their repair order that the brakes saturated in oil from the rear end and will need replacement. You can see on the repair order they declined this repair as well as declined any other repairs that were recommended. A second part person "boyfriend" called in and told us that we ruined the brakes and we should have to pay to replace them as they did not make back to Texas before they had an issue. He was very upset when we reminded him that the brakes replacement was declined by the owner when it was in our shop. I understand the customer did not secure their veh and some tool were supposedly stollen from their truck, our security cameras show no evidence of this happening while at our shop, however that made no difference with the customer. Our shop is a napa certified shop and has nation wide warranty on repairs. If there were any issues with the parts installed the could have simply called the warranty # and been directed to the nearest Napa certified shop for warranty. The customer has not requested directly from us for any assistance other than the "boyfriend" calling and telling an advisor that we should be paying for the further work needed. Otherwise they have only left us poor google reviews and harassment messages on Facebook that forced us to block them from. 

  Business response

  10/08/2024

  In response to the customers last message, as the messages continue to change some facts. The rear end installed IS for this truck and again could not have certain parts repaired due to customers declined. As far as any failure to the rear end it self, if they would have contacted us wherever they had an issue, we would have directed them to a napa repair facility for a warranty repair. This continues to be an issue where the customer choose not to follow the correct steps, from not repairing all needs at the time of service as well as not corresponding with us when there first became an issue. However my guess is even if it was at a napa repair facility, they would have confirmed that due to the repairs declined, there are further issues beyond anything that could have been warrantied. As far as the comments that a "boyfriend" called, it was only relayed that way due to the conversation had and the manner spoken about that it appeared to be that way. We meant no disrespect nor do we treat anyone different based on their relationship status. 

  Customer response

  10/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: they didn't fix the part they said they would fix and they have caused me so much stress, my job, and have blamed me the whole thing. They gave me a warranty that says on it that it won't replace junk parts. They have robbed me and put my life in danger. They said they couldnt get my axle back together but they got it on and then drove my truck out and then back in to their shop. They told me to trust them and my tools were stolen, they are going to end up costing me my  vehicle.  They have never even tried to apologize or make any kind of compensation. 

  
  Sincerely,
  
  ***** ***********

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