Complaints

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged $104.18 for shop supplies and $38.40 for hazmat disposal for a basically dry repair that required little or no shop supplies and absolutely no hazmat disposal. Further i was charge twice for the labor to install a small part (sensor) $78.60. I spoke with ****** on the phone and was offered a refund of $20.00. I'm requesting a refund in the amount of $221.18

  Business response

  08/08/2024

  As explained, shop supplies cover everything under our roof, including tools, equipment, and other materials necessary to complete the job. It is essential for us to maintain a well-stocked and efficient shop in order to deliver the level of quality workmanship that we pride ourselves on and are known for. It is crucial to consider the value of the service provided, rather than solely focusing on the cost which we are always fair with. The hazmat charge is a fee that covers the handling and disposal of hazardous materials present on rags, clothing, parts, and equipment. Ensuring compliance with local, state, and federal regulations. 
  Your statement that the sensor was billed twice is incorrect. The complete repair and diagnostic process is detailed in your invoice under Diagnostics, but the cost of the sensor is listed separately as it was a purchased part, unlike the connector we plugged back in.
  Although you mention greed and human decency, you seem to overlook our honest findings and repairs, as you yourself acknowledged. I went into this repair expecting the worst with possible water damage to the engine after recent rains and flooded streets as this is when the problems surfaced. I was relieved that it wasnt something more sinister.
  You claim that we are stealing your hard-earned money, and based on your complaint, you expected free service. However, you overlook the fact that our technicians perform honest, quality work and also earn a living.
  We value our customers immensely, without exception. Our commitment to providing honest quality work for all our customers remains unwavering.
  We wish you the best of luck at your next repair facility.

  Customer response

  08/08/2024

  Complaint: 22006811
  
  I am rejecting this response because:
  According to BBB communications, the business has not responded.
  Regards,
  
  *********************

  Customer response

  08/13/2024

  Complaint: 22006811
  
  I am rejecting this response because:

  As stated in my original complaint, I do not expect anything for free and never questioned the labor except for the duplicate billing as it clearly states on your invoice and the shop supplies and hazmat fees that are not appropriate and consistent with the repair performed and are by no means reasonable and customary. For example, the **** house charges $5.00 for shop supplies and hazmat for an an oil change, a wet repair with far greater chance for spilling and exponentially larger volume of fluid to dispose of. $5.00 sounds reasonable and customary for a basic service that actually involves oil disposal and a few red rags to wipe up anything that might have spilled. The shop that I use regularly for brakes, alignment, and front end work has never charged a dime for shop supplies or hazmat fees. $140.00+ for a dry repair that has nothing but a couple of red tags or even a few paper towels for shop supplies and a possibly a minor dribble is completely and totally far above reasonable and customary.  When in any other context, someone takes someone else's money without providing a good or service consistent with that money, the easy word for that is theft. But, apparently when you take someone's money without providing consistent goods or services, it is just shop supplies and hazmat fees. A good man once told me wrong is wrong if everyone does it, and right is right if no one does it. What you have done is wrong. If your shop supplies and hazmat fees were reasonable and customary, appropriate to the repair, we would never have had the first conversation by phone, and it would not turned into a negative ****** review, and now BBB complaint.
  

  Upon entering your place of business and on your invoice there is signage and text that clearly spells out your mechanics lien policy if payment is not made within 24 hours of receiving the invoice when repairs are complete, but there is no mention of your shop supply and hazmat fee. Had there been some transparency in your hazmat and shop supply fees, all of this trouble would have been saved and I wouldn't have even brought my truck to you.  In my case, I was never even provided with an estimate for repairs after diagnostics had commenced. As such, I had no choice but to pay even though I was not given the opportunity to reject the service. There was a lot wrong about thistransaction and if nothing else, I've learned to ask up front about shady practices like yours before committing myself to the repair.
  
  Regards,
  
  *********************

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