Complaints

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• Initial Complaint

  Date:21/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to have work done on my 1998 Beetle rear right brake caliper, which was dragging a bit.
  I figured it to be a *** ** *** hundred dollar job and had budgeted it for that.
  I left it there overnight Sunday to be serviced this Monday July 17 2023.
  Next day, I called at 11:29 and spoke with Kyle. He told me that the right caliper was corroded. That the guides were sticking and the piston was not retracting properly. I knew this already.
  He also told me that the left brake was marginal and the caliper should be replaced too.
  Because the guides or slides on the left side and the right were corroded, and may or may not be serviceable, he recommended replacing the mounts. He also recommended replacing the dust shields. This would add an extra ** dollars per side on top of the *** Kyle quoted me.
  I transport my 5 year old in this car, so safety is a concern, and maintain it mechanically to a high degree. $**** in the last 3 years for tires and many new parts underneath.
  I agreed to the work and price of *** plus the dust shields at ** dollars each, strictly for the safety of my son.
  The dust shields would be done at the same time as the calipers and mounts, at the minimal extra cost quoted of a about ** dollars. This is because the brakes would be all apart anyway an be part of that
  On July 18 I went to pay for my car and the bill was ******.
  Work not completed:
  I was told by Kyle that the dust shields would have been too much work and would maybe need the wheel bearings pulled to do it.
  He also informed me that the left dust shield was really rusted and that they had already cut it off. So the left rear brake and rotor is not protected from the elements and dust.
  This means that the brake and rotor will wear faster.
  We exchanged words over the incomplete work. He would not help me and he only argued.
  He said I needed the work, I agreed to it, it was not completed.
  This is not fair.

  

  Business Response

  Date: 31/07/2023

  We would like to address the concerns raised in the complaint and provide
  our perspective on the situation. The customer contacted us to schedule an
  appointment for a rear brake issue and to address the issue of slow-moving
  front wipers. Once the vehicle was brought in, we investigated the issues.
  During the check, we discovered several issues with the vehicle,
  including seized rear calipers, seized brackets, rusty backing plates, heavily
  corroded rear rotors, and unevenly worn rear pads. Additionally, we identified
  problems with the wiper linkage.
  We communicated our findings to Mr. Levesque, informing him of the
  necessary repairs. However, he chose to decline the replacement of the wiper
  linkage and the brake rotors, pads claiming that the rotors were relatively new
  and had been replaced just two years prior.
  With Mr. ********** approval, we proceeded to perform the necessary work.
  Unfortunately, due to extensive rust and corrosion on the vehicle's suspension,
  each step of the process took longer than usual. For instance, we encountered
  difficulty with the caliper bolts, which had seized and required drilling out.
  Moreover, replacing the backing plates became a challenging task due to
  excessive corrosion on the hub bolts.
  Considering Mr. ********** price sensitivity, we proceeded with the work
  without replacing the backing plates, as doing so would have required additional
  time and possibly even the replacement of the wheel hub. We aimed to
  accommodate him as much as possible while adhering to the original estimate of
  $*** + GST, not charging extra labor for checking the wiper issue or spending
  extra time on bolt extraction.
  Additionally, Mr. ******** arrived to pick up his vehicle without
  notifying us about the time of his arrival. As a result, we didn't have a
  chance to have a proper discussion with him about the invoice, as the paperwork
  was not yet completed at that time, and it was our busiest time of the day. We
  always strive to provide the best customer service possible, which includes
  having the vehicle washed and prepared for pickup before we inform the customer
  about its status.
  However, Mr. ********** behavior during both his initial and subsequent
  visits was unpleasant and disrespectful. We also strongly disagree with his
  assertion that the vehicle is safe.
  Regrettably, due to Mr. ********** demeanor and interactions, we have
  decided that it is in our best interest not to continue working with him
  further. We are prepared to offer the option of providing a free backing plate
  and having it installed by another shop if he chooses to do so.

   

   

  Customer Answer

  Date: 04/08/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Franks agreed to do the work they quoted, work I was pressured to have done over the phone. They said they would replace both calipers, mounts and dust shields.

  I agreed to the price, the work, and it wasn't completed.

  **** ** ********** ** *** ******** *** **********

  I had two dust shields (rusty or no) when I brought the car in. I only have one now because they cut it off. 

  Cutting off a dust shield does not mean it was finished. The shields had corrosion, but did not rattle or fall off.

   They started the job and decided it was too much work then. I happen to know that they work heavily on *********** and have had a close relationship with ******** ********** for years. They have even resold cars for ********. They buy VW parts from ********* So they know my car and knew the job before I even drove in. 

  So by offering me dust shields, and telling me to get the work done elsewhere, is to me a cheap compromise on their part. 

  Offer rejected. 
  

  Sincerely,

  
  
  
  Raymond ********

  

  Business Response

  Date: 15/08/2023

  Please see below our final response to case number:********

   

  Regarding Mr. ********** refusal of the offer, we believe our actions were aligned with the information given to us. Our commitment to delivering high-quality work was in this situation only possible with additional time investment, a course of action we knew Mr. ******** was unwilling to take. Once more, we ensured the most suitable decision was made to accommodate Mr. ********** financial considerations.

  The choice to accept or decline our offer remains with Mr. *********

  This is our final response.

  Regards,

  Milan ******