Complaints

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed a new radiator incorrectly and refused to fix issues with the job. I was charged $545 and now need to spend over $100 for a mechanic that knows what he is doing.

  Business response

  01/13/2023

  Please accept this letter as our response to Complaint ID ********.  Although your cover letter enclosing the complaint was dated December 21, 2022, we did not receive the letter until January 10, 2023.

   

  The customer does not provide any detail about how the radiator was allegedly improperly installed, or what problems she claims to be having with the work.  She has also failed to provide any opinions or reports from another mechanic describing any alleged installation errors.

   

  The customer had an appointment at our shop on Friday December 9th, 2022, at 3:30pm regarding her 2006 Chrysler Town & Country.  The mechanic (a member of Victory Garage LLC DBA Randys Tire & Auto and the only mechanic in the shop) determined that the vehicle's radiator was leaking and not functioning properly and recommended a removal and replacement with a new radiator. The customer inquired about a repair vs. replacement and was told that the radiator was not repairable.  She was provided a quote with the price of the new radiator, the coolant, and the labor to install including tax, totaling $545.40. She approved the removal of the old radiator and installation of a new radiator for the quoted amount. 

   

  The mechanic completed the repair that evening as promised. We have the receipts for the parts installed and we have security camera footage documenting removal of the old radiator and installation of the new radiator.

   

  The morning after the work was completed the mechanic attempted to contact the customer at the phone number provided and a woman answered stating she did not know the customer. As a courtesy, the mechanic personally delivered the customers vehicle to her home.  The customer verified the repair by starting the vehicle and asking several questions about the repair which the mechanic answered and verified on the spot. The customer received the invoice and paid cash at that time. 

   

  The customer subsequently called the shop on numerous occasions making accusations that the radiator was not repaired and listing many complaints about her vehicle that did not make sense and were not related to the radiator or the work done by us.  The mechanic explained the repair that had been done and that he had not done anything to the other components of her vehicle about which she was complaining. 

   

  The repairs were done in good faith and correctly for the quoted price.  This price was certainly reasonable and in fact was likely below the average price that is charged in this area for such work.  The mechanic worked after hours on the weekend to complete the repairs and even personally delivered the vehicle to the customer at no charge.

   

  As stated above the customer has not provided any specific details, we must assume that she is not happy with some other parts of her vehicle that we did not service.  We stand 100% behind the quality of our work in this and every case, and we are not responsible for other issues she may be having with her vehicle.

   

  We are therefore requesting that this complaint be removed from our BBB record.

  
  

  Thank you,

  ****** & ***********************************

  Owners & Operators Victory Garage LLC

  878 ************************************************ ************
  

  
  

*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. ↩