Complaints

• Initial Complaint

  02/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle in to have my brakes replaced on February 3 2025 and they did not install them correctly. I had an appointment on February 6 2025 to get them to correct their mistake and to change out a bearing and when we arrived they refused to do anything and told me that they don’t want to hear it and leave. They refuse to fix their mistake and refused to give me my money back over the matter

  Business response

  02/14/2025

  One Stop Auto Service of Carroll has been in business since January 1, 2016.  Since opening, we have made it our goal to keep our customers safe on the highways and to have a welcoming and comfortable atmosphere while here at our business.  Customer service has always been our top priority.  However, when a customer makes it hard to communicate because they are extremely angry, it makes it impossible to have a normal discussion to come up with any type of resolution.  In our 9 plus years of business, we have had very few issues.  On the rare occasion that a problem has occurred, we have always tried to rectify the situation in a civilized manner.  You cannot solve an issue with anyone that is angry until they have calmed down.  Being disruptive in a business puts everyone in the room in an unpleasant situation.  We have learned over the years that defusing the situation works best until all rationality comes back.On February 4, 2025, ****** ******* brought his 2012 Hyundai Tucson for an oil change and front brake pad replacement.  We provided the oil and filter and he provided the brake pads.  The vehicle was picked up the same day and the bill paid in full with a credit card.  We advised of a rear wheel bearing that was making noise and needed to be replaced.  The initial date of the wheel bearing repair was planned for February 14 with the shop providing the part.  Mr. ******* decided to order his own part online.  He called the shop to ask if we could get the vehicle in at an earlier date.  There was no mention of having an issue with the service performed on February 4.  Mr. ******* was asked to leave the vehicle on February 7 at 8:30 a.m. to be worked into our already very busy schedule.  Mr. ******* dropped the vehicle off on that day at 8:30 and again, no mention of an issue with the service on February 4.  The repair on this vehicle takes approximately 2 hours to complete.  That includes pulling it into the shop, setting the lift, making the repair and test driving.  As with all customers, we keep contact information so they can be notified when their vehicle is ready for pick up.  In less than an hour, the phone calls from Mr. ******* started to see if his vehicle was ready, at least 3 calls.  Mr. ******* then arrived at the shop very angry that his vehicle wasn't ready.  It had not yet been pulled into the shop at that time.  He then raised his voice using profanity in a waiting room full of many customers.  We handed Mr. ******* his keys and told him to take his vehicle.  We informed him not that we didn't have time to do the repair but that we didn't have the time to argue with him.  We did no repair that day, he paid us no money.Had Mr. ******* thought things through instead of immediately reacting, going to ******, writing a dishonest review and then to the BBB, this would not be happening.  Mr. ******* was very angry and extremely rude.  There is not one single person in this world that deserves to experience that kind of malice.  This situation may not constitute defamation of our business legally but I bet it is borderline.

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