Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:31/12/2023

  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 requested from Ricky Ratchet to replace:Front and rear brake rotors and pads Brake lines Brake fluids.I supplied all parts listed above and specifically told Ricky Ratchet they placed in the car. I offered to locate them in the car but Ricky Ratchet declined. I dropped my car at 12:30 pm on 06/02/2023 then received my car at 5:30 pm that day.Ricky's shop rate is $119 per hour. I was charged a total of $920.87 plus tax Ricky operates on a first come first serve basis. It was a busy day and there was a long queue. Ricky definitely did not work on my car for the full five hours. 920/119 = 7.7 hours?What I received:Replaced front only rotors and pads Replaced Brake lines.INCORRECT brake fluid replaced.Ricky used his own brake fluid for my car which is a different grade and quality than the brake fluid I provided and requested to be used. The brake fluid he used was unsatisfactory and not what I requested.Rear rotors and pads were not replaced. Yet I was still charged for the labor.After driving the car, the brake pedal had a spongey feeling and upon inspection the brake lines were found to be filled with air bubbles. This is a result of an unsatisfactory brake fluid replacement job and it was critical the job had to be redone asap for highway safety. I am very unsatisfied and disappointed with the overall experience and I am looking to refund the incomplete and unsatisfactory services. Ricky declined to provide me with an itemized receipt so I have estimated the incomplete and unsatisfactory services to be $500 out of the $1040.58 I paid.I revisited Ricky to discuss the service and a resolution however I received a very negative response.For a resolution, I am requesting $500 to be refunded from Ricky Ratchet

  

  Business Response

  Date: 04/01/2024

  The customer supplied his own parts.  All parts were installed that actually fit the vehicle.  The parts that didn't fit were placed in the trunk.  Labour when installing supplied parts is not at regular shop rate, it is higher.  Labour charges were as agreed in writing and signed for.  The rear brakes had to be disassembled to try to install the supplied parts and had to be reassembled when the supplied parts did not fit.  The labour time is the same.  There was extra time to undo brake lines that were siezed where steel lines join at the body, this is beyond our control and the customer was advised in advance siezed time is extra, if needed.  This customer did have an appointment and multiple technicians worked on the job to ensure it was completed same day as requested.  The customer placed supplied parts in the trunk, but put his brake fluid in a seat back pocket in the vehicle where it was not found.  We are an experienced shop and used the appropriate brake fluid for this application.  When the customer complained, we deducted the cost of the brake fluid from the bill which is reflected on the amount he actually paid which was $1023.63 with tax, not the stated $1040.58.  The brake fluid flush was completed and the vehicle had a good brake pedal on the road test after the repair.  The owner of the company road tested and the pedal was high and firm.  If there was any issue at a later date the customer should have returned for re-inspection and/or warranty if applicable.  This customer states he went elsewhere and then wanted money back after, but we never observed any issue and never saw any supporting paperwork from a qualified shop.  The customer did not supply oxyacetylene used to heat, brake clean chemical, hi temp brake lube or an abraisive cleaning disc used to perform the tasks of the repair.  These items were also charged for. The customer received an itemized invoice with the agreed upon labour, the siezed time and the additional supplies needed.  The invoice was signed by the customer on pick up.  We are not interested in refunding money.  The customer was advised.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21078580
  
  I am rejecting this response because:

  I did not receive the full list of services we agreed on for those reason I am requesting a refund on the services I did not receive.

  I offered to show Ricky Ratchet where all the parts are in my car. He declined. I sat in the shop for some time and he had my number. He could have asked me at any point.

  In regards to the brake fluid. I supplied Motul RBF660 DOT 4 brake fluid, this fluid is specialized for autocrossing and high performance driving events. The brake fluid suplied by Ricky Ratchets is not satisfactory for my intended uses of my vehicle.

  After a few hours of driving, the brake pedal began to feel spongey this is a sign of air bubbles present in the brake fluid. The situation was very unsafe as my brakes were not at a satisfactory level of responsiveness.

  Regarding the additional amount charged for to "undo the brake lines" , upon inspection I noticed a brand new brake caliper installed on my car. I did not request this nor was I informed about this. To change the brake rotor you need to first remove the caliper, if not done properly using the proper tools the caliper can be damaged beyond repair. Coincidentally the caliper costs the same amount I was charged for for "additional labor to undo brake lines"  I have my suspicions.

  The invoice is attached, I will not comment further...

   

  I hope I do not regret my decision of visiting Ricky Ratchet and I will be able to visit Ricky Ratchet again and refer him to my car community.
  

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/01/2024

  This customer did not specify he needed a particular brake fluid.  The customer did not specify that he supplied any brake fluid at all and the brake fluid was not located with the other parts he supplied.   We were not hired for a game of hide and seek.  If the customer thought there would be an issue finding the parts he probably should have mentioned the specific fluid requested to be installed and it's hiding place within the vehicle - as it was in a totally separate location from all of the other supplied parts.  High performance fluid requirements are for when a person installs oversized rotors and oversized calipers for true high performance applications.  This was not the case for this part replacement, but we would have been happy to use whatever the customer wanted if we had been specifically informed on check in.

  The warranty for the work performed is on the invoice.  The customer did not return for warranty work, as would be customary if someone thought there was an issue immediately after.  As well, we were not supplied with any document from another shop and licensed technician to support the complaint.

  The customer was advised that siezed time is extra.  The time was for all 4 lines where they join to the flex lines as stated.

   

  Customer Answer

  Date: 14/01/2024

   
  Complaint: 21078580
  
  I am rejecting this response because:

  Respectfully, locating three bottles of brake fluid in the rear seat is not game of hide and seek. During check in, I offered to locate all relevant materials in the vehicle, Ricky Ratchet declined the offer on the premise of they can find it themselves.
  Should it be true that Ricky Ratchet is unaware of their own proficiency in locating three brake fluid bottles in the rear seat of a vehicle, it prompts consideration of what other areas of incompetence Ricky Ratchet might not be aware of.
  
  I stated the services I required and I specified which materials I will provide on the phone prior to visiting Ricky Ratchet. Ricky ratchet then provided me with a quote of $700 for completing all the services I requested using the materials I stated I will provide.
  
  I provided my phone number to Ricky Ratchet, however I did not receive any form of communication from Ricky Ratchet other than my car is ready for pick up. I never authorized nor was informed of the extra $167.97 charge prior to the work being completed.
  
  The Consumer Protection Act ****, c. 30, Sched. A, s. 58 (1) states that No repairer shall charge for any work or repairs unless the consumer authorizes the work or repairs.
  
  Our agreement was 700 dollars in exchange for the services I stated using the materials I supplied.
  The result. 
  Ricky Ratchet received: ****** plus tax.
  I received: Front rotors plus pads installed. Brake lines installed. Rear rotors plus pads NOT installed. Brake fluid I supplied and requested to be installed NOT installed. Improper brake fluid poorly installed (air bubbles).
  
  As a member of Southwestern Ontario's car enthusiast community I would like to see the Better Business Bureau take action to help myself and other members of the community regain trust in small local businesses across Ontario and to maintain the integrity of the bureau.

  
  Sincerely,
  
  ***************************