Complaints

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought my wifes car to Morris Auto in June 2022 because it shook upon acceleration. They diagnosed it as a wheel bearing issue and replaced both of the front wheel bearings (RO# *******). The service advisor from Morris Auto called us to say that a lot of dashboard lights lit up after the new wheel bearings were installed. He said it was an electrical issue, held the car for months, and was unable to fix it. When I called around different shops, I had multiple people tell me it sounds like Morris Auto installed the wrong wheel bearings. The service advisor said that was definitely not it and recommended we take it to ***************************. He also promised that he would refund me if ***** changed the wheel bearings and it fixed the problem. ***** immediately diagnosed the problem as wheel bearings and installed new OEM wheel bearings. We have now paid for wheel bearings twice. We called to tell Morris Auto, and he said to drop by in person for a refund. We stopped by, but were not refunded. Over the next few months, we were given every excuse as to why Morris Auto wont refund us. He said he also needed the old wheel bearings back, which ***** discarded because he did not say he needed them back for the refund. Then a woman who claimed to be the owner said ***** didnt need to change the wheel bearings at all because the Morris ones were fine (incorrect), and that she does not believe for a second that the service advisor promised us a refund. She also said they have a record of our dash lights being on when we brought the car in, which is not true. We sent Morris Auto the ***** receipt showing that ***** VERIFIED the Morris wheel bearings needed to be replaced. When my wife said she could have ***** call to confirm, we were told Morris Auto would not speak to us anymore. Our service advisor from ***** has called Morris Auto three times to explain that the wheel bearings did need to be replaced. No one from Morris Auto has taken *****s call.

  Business response

  12/15/2022

  1. The vehicle was never returned to us to remedy this alleged complaint.

  2. The repairs were an insurance claim and NOT a private pay other than the customers deductible. 

  3. Client took the vehicle to another shop for repairs and by his own uploaded document shows HE REQUESTED they redo the work we had recently done. 

  4. Client cannot produce the wheel bearings he requested be removed at ***** so that even the slightest remedy could have possible been reached. 

  5. We feel the client is looking to be reimbursed for his failure to follow correct procedure. 

  Customer response

  12/18/2022

  Complaint: 18518948
  
  I am rejecting this response because:

  1. Morris Auto had the vehicle for two months after the issue occurred. They tried to fix it and were unsuccessful. Morris Auto told us to take it to ***** to get it fixed, and we did.

  2. The repairs were not an insurance claim. This is a lie. The Morris Auto receipt shows that we paid 100% of the repair cost ourselves. Morris Auto attempted to blame the issue on a previous accident, and bring in ********************** but they had zero evidence, and this was never added to an insurance claim.

  3. We took the vehicle to ***** per Morris Auto's instruction. The ***** receipt shows that ***** verified that the wheel bearings needed to be changed, and that we requested they do that repair as needed. Our ***** service advisor has called Morris Auto three times to reemphasize this, but Morris Auto has not taken any of those calls and has not called our ***** service advisor back.

  4. The service advisor for Morris Auto promised us a refund on the condition that ***** fixes the wheel bearings and causes the problem to go away. We kept in contact with Morris Auto throughout the process, and let them know every update. It was not until we showed up to Morris Auto in person after ***** fixed our car to collect our promised refund that Morris Auto first asked for the old wheel bearings. At that point, the wheel bearings had been discarded because Morris Auto never asked for them when they promised a refund.

  5. We gave Morris Auto months to correct this issue, and kept them in the loop as we went to other shops to get this fixed. We took it to ***** per their instructions. There were no procedures that Morris Auto provided us during this process that we did not follow.

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

  Business response

  12/19/2022

  1) We fixed all known issues with regard to the wheel hubs. The problem lies in the broken/cut wiring harness which was duly noted in BOTH the ** from Morris and the ** from *****.

  We never sent the car to ***** nor did we tell him to take it to *****. The car was picked up from us by an outside wrecker service  and to our knowledge taken to what we believed was Service King body shop per the Inssurance companies request. 

  please note the time/date lapse from the ** from Morris and the ** from ***** which is over a month. 

  2) A RETRACTION statement was already made as to the mixup of who paid. 

  3) We are a small shop. not a dealership so we employ NO service writers. It is myself  *************** and My husband **** that schedule all appointments so Im confused as to who this service writer is he keeps referring to. ************* was never as stated in the first response promised a refund. 

  4) ************* never gave this shop an opportunity to address a problem if indeed there was one. We cannot fix an issue not brought to our attention or being given an opportunity to do so. Again I encourage you to look at the lapse in dates from Morris Auto to the date of the ***** repair order. It is my opinion that Service **** told him to go to ***** not us.  

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