ComplaintsforPrime Transmissions & Parts

• Initial Complaint

  22/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sent Vehicle in for work…replaced both of my front control arms when I only authorized one due to a bushing being gone and was told the only reason the other control arm was touched was due to the counter attendant not writing which side was to have the work done and was billed for the second part and associated labour. During the process they discovered a bad balljoint on the passenger side which I authorized to be replaced…this week due to an unrelated electrical issue I sent it to ****** **** and was informed that the passenger side balljoint that was replaced was replaced incorrectly and I need to replace it a second time

  Business response

  24/02/2022

  To Whom it May Concern,

  On Nov 23rd Mr ****** brought in his 2016 Transit Van to replace a control arm bushing (that was supplied by the customer) on the left hand side of the vehicle. In error I did not document the proper side of the vehicle. The tech took apart the right hand side and tried to replace the part. It did not fit. The tech did notice at this time the control arm bushing was worn out on the right hand side and also required a ball joint. I called ****** and told him of my error - and also informed him that the bushing is not avail and the arm needs to be replaced as well as the ball joint. We ordered a control arm and a ball joint for that side. Once completed, our tech moved to the left hand side of the van and attempted to install the customer supplied bushing and it was incorrect for that side as well. We ordered a control arm for that side and installed it. The customer picked up the vehicle and left. On Nov 26th once the bill was prepared; I sent it to the customer via text as this was the way he & I communicated. ****** always paid on time if not early via e-transfer. After some time went by I attempted to call ****** and there was not ever a return call. On January 31st I texted a "reminder to pay" - no reply.  On or around February 4th I blocked our number and he answered and claimed that he indeed had paid and the money was gone out of his acct. He would call the bank to have the situation rectified. On Feb 8th I texted to inquire how he made out at the bank. No reply. I called again on Feb 10th and Feb 17th. No answer - no reply. On Feb 22 I texted again. The reply I got was that the bank would refund his money the following day and that he now has an issue with the bill. I have attached copies of the texts so you can see how the conversation went. ****** stated that he did not authorize the repairs and I reminded him that at this point he had the bill and the parts in his possession for 87 days and there was never an issue until now. After communicating with ****** and advising him to come to the garage and speak to the owner, he sent an e-transfer for the full amount of the invoice. In response to another garage telling him that the ball joint was installed incorrectly, our tech has been licensed for over 45 years and cannot imagine him not doing a proper repair. ****** did not communicate with us that there was any issue with the ball joint. We only knew after he gave his statement to the BBB.

   

  Regards,

  *** *******
  

  Prime Transmission & Parts Ltd.
  

   

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