ComplaintsforRochdale Automotive Repair Ltd.

• Initial Complaint

  30/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  -On Wed July 14/21 I took my vehicle-2009 ************* to Rochdale Autopro/Nappa Autopro (the Business) in Regina, Sask with stalling issues. At that time there were NO warning indicator lights lit on dash when dropped off. -On Friday July 16/21 at 3pm and after paying $2158.73 to Business the vehicle was released to me. At that time of pick-up when I got the vehicle-the "Service Engine Soon" light and other warning lights were lit up on the dash. -the vehicle kept stalling while driving home and over the weekend. -First thing on Monday morning July 19/21 at 7:00am I returned the vehicle back to the Business. -Business has given false and misleading information throughout this whole process and has been dishonest. -Business replaced Alternator that was under full warranty by another repair shop. Business charged me for that part plus labor. -Business said work/test was to be performed but did not perform the work/test. -Business said they installed a Main Factory Dealership brand part-but did not. -Business sent vehicle to Main Dealership for dealership to check and perform work. -Main Dealership confirmed Business installed a part improperly and confirmed vehicle did not have Factory Main Dealership installed when the dealership did their inspection-as per what business said. -Main Dealership installed Factory Main Dealership part. -Business picked vehicle up from Main Dealership on Monday Aug 9/21 in the morning. -We picked up vehicle on Wednesday Aug 18/21 late afternoon 3:30ish. When vehicle was started the "Service Engine Soon" light was lit on dash and stayed on. We took vehicle for short test drive with issues and returned to Business because of time. We then took vehicle for second test drive out on highway with issues of stalling and stalled and would not start leaving us stranded on highway. After many attempts vehicle started and we made it back to Business. There were and has been discussions with Business to resolve but failed.

  

  Business response

  24/09/2021

  Business Response /* (1000, 6, 2021/08/31) */ What this person does not mention is that they did not pay for all that they show and they are mis informed as to what parts were installed. It's unfortunate that when trying to help a customer sometimes conflicts escalate . Although efforts were made to resolve ,they have chosen to twist facts for their own gain. All stated parts were installed and unnecessary parts removed. The vehicle came in with a difficult and worsening problem and was taken before resolved . ********************************************************************************************** Consumer Response /* (3000, 8, 2021/09/10) */ "What this person does not mention is that they did not pay for all that they show" Will the business explain to the reader what is meant by this statement. -Nappa Autopro invoice #*****-$158.73 total shows me as the customer and that invoice was "Paid in Full" on July 15/21 by credit card by me (the customer). -Nappa Autopro invoice #*****-$1900.00 total shows me as the customer and that invoice was "Paid in Full" on July 23/21 by credit card by me (the customer). -Those two invoices total $2058.73 - original complaint says $2158.73 - number error on our part, sorry. As for the "Repair Order Detail - Internal Copy", this document, upon request from me for information purposes, was obtained from the ************* Dealership. ************************************************************ The business chose to send my vehicle to the ****** Dealership with "NO" further charges to me for their choice as per phone conversations. At "NO" point in our claim do we suggest, imply, or say that we paid, whole or part of the total amount of $1359.80. This is between ****** and the business (the customer). "They are misinformed as to what parts were installed" The "Repair Order Detail" document as well as our conversations with the ************* Dealership service manager confirms our statement in original claim. Business told us Aug 6th that a "Bore Scope" was going to be performed by ****** Monday Aug 9th. ****** confirms business cancelled that test and picked up vehicle. Only when we later "asked", it was then the business confirmed that a "Bore Scope" was never done. "Efforts were made to resolve" After the business replaced the Alternator, which was still under warranty by another shop, charging for part and labor to install. Alternator charge was $300.00 plus taxes. After some discussion the business claims to have given a "Full" refund shown as a "special discount" of $268.34. How does $268.34 equal $300.00? The business had no answer. When we asked business to refund the labor cost to install alternator the response from business was there was "NO" labor charged to install alternator but when asked business failed to explain the breakdown of the $455.00 labor charged. How much of that labor was devoted to the alternator? So who is twisting facts for their own gain? When vehicle was picked up Aug 18 there was an office meeting between us and the business. At that time we were informed that because of vacations and injuries, the shop was down to minimum staff the upcoming week. Business suggested their next move was to replace the computer on the vehicle, which depends how they do it, the cost would be more than $1000.00. Confirmed by other shops that the computer tested good and was NOT the problem. *********************************************************************************************************************************** Business Response /* (4000, 10, 2021/09/13) */ There is no doubt some misunderstanding on how numbers are arrived at , bringing down cost of parts and discounting labour combined , however I am not going to go back and forth on here , it will do no good for anyone. Should the customer want to contact me by text or email with what they feel is a fair settlement my door is still open. Consumer Response /* (4200, 12, 2021/09/14) */ No, I am asking for a refund, not a meeting. This business is offering a repeat of what has already happened and the reason for this BBB complaint. We have had that discussion for a fair settlement to which the business said "NO". The business has also had the option to make contact with us to discuss a fair settlement to change their position but has chosen "Not" to. So to say "Yes" to their response would be meaningless. We are done. Business is also done. There is no misunderstanding. Full refund of $2058.73 is a fair settlement. Business Response /* (4000, 16, 2021/09/20) */ unfortunately it has been the customer that closed the door to negotiating in good faith, they left my office stating I would hear from them, the next time was here. A full refund is not reasonable as the customer still has the new parts supplied in their vehicle that were required to continue, as well as new parts they were not charged for, and yes we sent the vehicle to the dealer (with our customers best interest in mind), the parts the dealer thought required are also still in vehicle, which we paid for. Once again I offer a fair (to both)settlement option to this Matter. *********************** I am prepared to offer the customer a refund of 50% of total paid as good will , the customer can not deny that the ypipe converter assembly that was replaced was required (original quote $1540 tax pd) this was also marked down to help compensate on the invoice. I am trying to help as we have been all along but we need the customer to meet us part way. Consumer Response /* (2000, 20, 2021/09/23) */ I will accept $1029.37 refund offer from business in the form of cash/credit card re-imbursement/cheque made payable to **********. Payment must be received before I close this BBB complaint. If possible business will send payment to BBB in trust for me to collect.

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