ComplaintsforIntegra Tire Auti Centre

• Initial Complaint

  23/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Three weeks ago I dropped my car off to be safetied as I am from Ontario. I was told it would be ready the following Wednesday. I began to get suspicious as when I called for updates I was getting different answers. I called Monday March 21st to see what was going on with my car as this was now well into three weeks and I was told they were waiting for a part and it would be done in a few days. Obviously upset I asked if they could prepare the invoice so I could pay it and go over it while my car was still there. When I went in I was avoided then given attitude and the invoice was not ready. I came back and received aggression and attitude and threats as I asked for my invoice the owner said my car was magically finished although I was just told it wasn't. After a long bought off not answering my questions and then attitude and they called the police On me. I paid my invoice got my certified safety and left to my avail the owner drove my car to me with a very bright check engine light still on and gave me a passed safety. *************. I'm sure half the work charged wasn't done, my car sounds worse now then when I brought it there and I still have no car *********************************. I now have to pay for all over again.

  Business response

  19/04/2022

  Business Response /* (1000, 5, 2022/03/31) */ This customer brought in her 2015 *********** base model with 216874 KM to us on February 28, 2022, for an *** inspection as the vehicle was coming from out of province. Our *** certified technician found several deficiencies that needed to be repaired or replaced before the vehicle could be *** Certified. Our technicians are trained for inspections by SGI & adhere to very specific guidelines that need to be met in order for a vehicle to pass. As a certified *** inspection station, we must meet the requirements set forth by *** to maintain our certification and are audited on an annual basis. Prior to any parts being ordered or work being done we were directed to do so from customer. It was explained to her that it could be a while before we had the parts to fix the vehicle as some were exclusive to **** & some had to come out of the USA. We, like other industries have had trouble getting parts quickly. We could not & did not give her a timeline for the work to be completed. 1. *** charges $15 per decal when having a vehicle certified. 2. At the time of the inspection, the following deficiencies that would not allow your vehicle to pass inspection: a. Rear windshield washer not spraying at all b. All four tires (235/50R18) were worn to less than 2/32 on the inside edge c. Front & rear brake pads worn to 1/16 or less d. Brake rotors front & rear were below minimum specifications set forth by the manufacturer e. Front struts were leaking & had excessive bounce f. Right rear stabilizer link is broken g. Both rear trailing arms and bushings were bad 3. Directed by customer to perform and oil change. We used a Wix oil filter, & 5.5 L of ******************** supreme 5W20 oil. 4. When checking air filter, it needed changing and we were instructed by the customer to do so 5. 4 ************************** tires (235/50R18) were balanced & installed on the vehicle as per the customers instruction. We replaced 4 valve stems Customer was instructed to have her wheels retorqued after 50 kms. A torque tag was hung in the vehicle's interior as a reminder. 6. Front & rear brake pads were replaced to meet *** requirements 7. Front & rear rotors were replaced to meet *** requirements 8. Right rear stabilizer Link was replaced to meet *** requirements 9. Front struts were replaced to meet *** requirements 10. Replaced both front strut mounts to meet *** requirements. When struts are replaced, the vehicle needs a wheel alignment. Also when the vehicle arrived here the tires were worn on the inside edge indicating an alignment problem. This alignment was performed at no charge, customer was given the printout of the adjustments. Cost for a 4-wheel alignment is $129.95, & charged to customer. Vehicle was not test driven as we were unable to ascertain if it was insured or not. 11. Replaced both rear trailing arms to meet SGI requirements 12. Repair the rear window washer, by splicing together a disconnected hose found under the rear headliner enabling the washer to work, which allowed vehicle to meet *** requirements. 13. The check engine light was on, *** does not require it be off. We did not look at the engine, it was here for an *** inspection not to diagnose why the light was on. At no time were we asked to diagnose engine in any capacity. Customer was called a total of six times by owners to keep her apprised of the situation. This can be proved with ******* records. Customer was told she could have her vehicle to drive once the tires were replaced as it was safe to drive, just didn't meet *** parameters. Customer declined stating she had her F150 to drive. Owner spoke with the customer the morning of March 21, 2022. He advised her we needed to order a part for rear window washer to make it operational, which turned out not to be the case in the end. Customer became very angry and could not understand why it had to work to pass. She was verbally abusive, & told him to just call her when the (expletive) thing was done. Customer called back stating she wanted her invoice done, but did not specify a time she would be in. This day we only had one employee working the front over the lunch which was when customer came to see her invoice. When she arrived our employee was tending to another customer, but greeted her saying she would be right with her. Once done our employee turned her attention to customer. The invoice was not at the front counter & had to be retrieved from the back area where staff member was working on it prior to lunch. While invoice was being retrieved the phone rang three times in succession & was answered, taking mere minutes. Our employee returned to the front apologizing for the delay but was confronted by an extremely agitated customer who began to yell and swear at her to the point that our employee feared for her safety. The customer said the invoice had better not be over five thousand (expletive) dollars or we could go (expletive) ourselves. She said she would return in fifteen minutes and the invoice had better be ready or we could go (expletive) ourselves. We have visual recording of this event, & the body language is very telling. At 1300, while fully staffed customer returned. Her invoice was ready along with an invoice for a service call on March 8, 2022. She slammed the invoice onto the counter said she wasn't paying it & yelled NEXT, meaning the other invoice. After putting paperwork on the counter our employee from the lunch hour stepped back still shaken from previous incident. As owner was trying to explain the bill to her, she would not listen & continued to scream and swear so loudly, employees working in the back with power tools could hear her. Her vehicle was brought out to the front & keys given to her. Snatching the keys from owner she began to screaming & swearing again. Regrettably owner was angered & told her to get the hell out and never come back, not realizing she hadn't paid her nearly 5000 bill. When told she still had to pay her bill, & she couldn't take the vehicle until it she did, she waved and yelled he already gave me the (expletive) keys you (expletive) dumb ass. As owner became aware that her bill was not paid, he ran out & closed the door of her vehicle as she opened it telling her she had to pay the bill. Two other staff members followed outside, again trying to explain and calm her to no avail. We called the RCMP, the situation out of hand. Customer was threatening to leave without paying the bill, she was extremely aggressive in her actions & verbally abusive towards staff. This was witnessed by another customer & is on video. Once back in the building the bill was given to her again. As she was busy on her phone & going through bank cards, she yelled to wait a minute and just be (expletive) patient. I hung up the phone & stated the police were on the way. She yelled oh once I pay my bill you call the police on me aren't you (expletive) smart. In a calm & monotone voice, I said the police were called because you are being irrational & behaving like a stark raving lunatic. She replied that she was happy she wasn't me as I was ugly as (expletive) & she wouldn't leave the house looking like me let alone go to work. On March 31, 2022, after customer lodged a complaint an *** inspector from Regina attended our shop. The vehicle was inspected by him at no cost to her. The inspection itself did not find any deficiencies with the vehicle & each component passed, as we certified. The vehicle was registered/plated by *** on March 22, 2022, 1 day after inspection was complete. When test driving the now insured vehicle there were two audible noises heard. One a bit like a squealing sound, the other a light clunk. The backing plate on the left front brake was rubbing a bit on the rotor causing squealing, nothing major. We found while not unsafe the noise was due to the bolt on the stabilizer arm had to be slightly tightened, causing the slight clunk. Items were repaired in less than one half hour and the noises disappeared. Had customer been reasonable when she heard the noises she could have come back & had it fixed immediately While the vehicle was at our shop, we took photos showing the new parts that had been installed. We also retorqued the wheels as is recommended after the vehicle has travelled approximately 50 km. This was stated on day of pick up but customer was too busy yelling & swearing to have heard it. This was a key point in the letter we sent to her. The *** inspector informed her the retorque was completed while the vehicle here. I am certain that the *** inspector will give his report to the customer. He agreed completely with our inspection and did not find any additional deficiencies. He verified all parts we stated were changed were all new parts. We can provide proof of phone records, inspection, quote, repairs done, photos of new parts on the vehicle, letter sent to her as well as video **********

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