ComplaintsforKipping Tire & Automotive Ltd.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 24, 2023, I had my 2012 Jeep Grand Cherokee towed to Kipping Tire. I did not hear from Kipping Tire until after repair was completed. They did not call to discuss the issue or repair.**** informed me they replaced the fuel pump relay per Chrysler recall #V62. I was charged a total of $220.23. He further informed me that all I had to do was to show Chrysler ****** my receipts for the work, and that I would be fully reimbursed.On Nov 2, 2023, I was informed by a Chrysler ****** representative that I was not eligible for reimbursement. Further, I was informed on Dec 5, 2023, by ******************** Dodge that Kipping Tire did not even complete the recall. I called **** at Kipping Tire on the same date to discuss and request a refund. I should have been offered the opportunity to have my car towed to a dealership. **** refused to discuss the matter any further.

  

  Business response

  05/01/2024

  Hello,

  thank you for reaching out.

  So we have procedures in place to prevent any work from being done before a customer approves. After speaking with **** this process was followed properly. 

  **** called and spoke on the phone before the work was done. It was explained in detail that the work we were doing was similar to what the dealer would do under recall, and that they MAY reimburse for the repair but **** said multiple times that they would have to check with Chrysler to be sure. **** explained the repair cost for US to complete the work and it was approved by the customer over the phone (before the repair was started). There was never any comment made that Chrysler ****** would definitely reimburse for the repair and then **** explained the repair cost of the job for us before beginning the work. 

  For a recall to be considered "complete" a dealer must complete the repair themselves and that is why the Chrysler Dealer informed the customer that we did not complete the recall, as we are not a Chrysler dealer. We completed the repair required to fix this vehicle. The repair done at our shop did repair the vehicle properly. No guarantees for reimbursement were given. 

  The customer did call to discuss this with **** after as mentioned and **** went through again to explain he never said Chrysler would pay for the repair, just that there was a chance they MAY credit it but he could not be sure. 

  It is unfortunate that there is a discrepancy between the customer feeling like it was not explained and our Service Manager being the one who spoke with the customer himself before doing the work. ***************** that begins repairs on vehicles without getting approval from the customer as this would leave us liable to upset customers. The technicians can't begin the repair until the service advisor or manager approves it, and the service manager/advisor can't approve it until the customer is spoken to and approves the work. 

  We are not able to offer a refund as the repair was completed properly, safely and with approval from the customer over the phone before beginning.

  

  Business response

  05/01/2024

  This complaint is placed on our ***************************** location but the customer had their vehicle repaired at our ********************************************** location. Can this complaint be switched to the proper repair shop?

  Customer response

  10/01/2024

  In response to the message sent by the business on 05/01/2024, I'd like to once again mention that I spoke with **** at Kipping Tire on 05/12/2023 on the telephone. During this conversation, he acknowledged that the repair was completed before notifying me. I've used Kipping Tire several times over the last two years. Each time, they call to discuss the issue and repair. This time was different as they went ahead to repair without giving me any options. **** agreed during our December 5 phone call that this isn't normal procedure. That being said, he did not offer apology or refund, which is the basis of my complaint.

  Customer response

  02/02/2024

   
  Complaint: 21100030
  
  I am rejecting this response because:

  
  In response to the message sent by the business on 05/01/2024, I'd like to once again mention that I spoke with **** at Kipping Tire on 05/12/2023 on the telephone. During this conversation, he acknowledged that the repair was completed before notifying me. I've used Kipping Tire several times over the last two years. Each time, they call to discuss the issue and repair. This time was different as they went ahead to repair without giving me any options. **** agreed during our December 5 phone call that this isn't normal procedure. That being said, he did not offer apology or refund, which is the basis of my complaint.
  
  Sincerely,
  
  *********************

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