ComplaintsforBig Tires & More

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Details are as follows:Date - 11/9/2022 Amount paid - $1,127.60 Reason for visit - Business was fixing master cylinder, rear brake calipers, and an oil change.Nature of dispute - Upon picking up the vehicle I was told a different price than I was on the phone when they agreed to fix it. I noticed that they charged me $240 for the master cylinder which seemed awfully expensive. After inquiring with the front desk clerk at the business about where they get their parts from he assured me they get them from Nappa Auto parts. So i looked up the most expensive master cylinder they had on Nappa and it was $150. I asked to speak with the owner who's name is **** and he said he would check why it was so expensive. After he returned he said that they charged me the wrong price, and I should have only been charged $189. **** offered to credit me $50 for my next service to which I agreed. After picking up the vehicle it stalled out on me and turned off several times. When I called the business and spoke with the owner he stated that his mechanic told him that during the test drive after servicing the vehicle that the vehicle "stalled out" or turned off while driving. I asked the owner why he did not relay this information to me upon me picking up the vehicle and he stated "If i told every customer everything that was wrong with their vehicle id run out of daylight." and that "A car stalling out during a test drive does not require him to notify the car owner." Too which I explained that i disagreed. If an issue occurs that is detrimental to the customers safety as well as the the safety of others on the road then it should without question be information that is relayed to the customer so they can have it addressed and are not operating an unsafe vehicle. To which he replied "Thats just your opinion, not mine." He then gave me the $50 credit in cash as well as a receipt for the credit and then stated that "I will not speak with you any further. Good luck"

  

  Business response

  11/16/2022

  To address this complaint with ***************,

  1st The only difference in price was that *************** added a full synthetic oil change, the price for the brake repair $981.84 +tax was approved the day before.

  When *************** came to pick up his vehicle he was questioning the prices for repair on parts, after researching the issue I found that this vehicle has 2 options for Master Cylinders and the first one that was more expensive was not the correct one and we did order that one which is a cheaper price, but the price did not get transferred to the work order , when brought to my attention , I showed *************** my copy of invoice for part and explained to him that I am in the business to make money on parts and offered a refund. At that time he stated just put the $50 credit on his account , that he would be back someday for more service. 

  *************** called me yesterday AM 11/15/2022 and stated he was having issues with his van (that weren't there before brake repair). I did mention to *************** that my tech mentioned to me that it stalled on him during a test drive, but my tech came back from test drive went over our repair and double checked everything and on 2nd test drive had no running concerns. I told *************** to come by and we would be happy to look at his vehicle for him and go from there. Upon arrival *************** was questioning why running concern was not mentioned, I stated we dont look for every problem on a vehicle when it comes in for service. WE here at BIG TIRES AND MORE pride ourselves in fixing the concern our customers are after not searching for extra work that is not needed. *************** said just give him the credit and he would be on his way, I wrote up a work order showing the $50 in cash gave him a copy and then *************** was trying to spin my words around and I said Good Luck . 

   

   

   

  Customer response

  11/17/2022

   
  Complaint: 18410054
  
  I am rejecting this response because:

  First, when you admit that my car stalled out during a test drive and then failed to notify me of that, that is you admitting to negligence.  Any reasonable person who is a mechanic would 100% agree that when a customers vehicle stalls out or turns off while driving it, that customer should be notified about that issue, even if that is not the issue the vehicle was brought in for because it is a major safety concern for the customer as well as our fellow drivers.   **** the owner stated word for word that "I don't notify my customers of issues that they are not inquiring about.  

  Second, since April of this year I have brought my vehicle to be serviced by this business (4) separate time for all different issues on the following dates: 4/25/22, 5/10/22, 7/27/22, and 11/09/22.   On 7/27/22 upon picking up my vehicle for front brakes, calipers, and rotors, I was notified about my lower left control arm and outer tie rod both having "excessive play" and are in need for immediate repair.  This was NOT something I asked them to look at. They notified me of this because they thought it to be a issue serious enough to notify me of.  Which  is exactly what **** is claiming his business does NOT do.  And yet here is proof of them doing it. Which they should. **** declined to inform me about my vehicle stalling because he and his mechanic are directly responsible for the issue and are trying to cover it up.  Also, upon bringing my vehicle in for this past visit, I asked that they take a look at the front end and see if the tie rod had gotten any worse, to which they notified me the front end was perfectly fine and they saw no sign of ANY "excessive play" ever. Which means they either lied when originally informing about the front end, or they lied this time. Either way, they were dishonest with me about two major issues about my vehicle and could have caused serious harm to myself or others.  The vehicle is now unable to operate for daily use due to safety.  All of this information is documented on my receipts as well as theirs.  
  
  Sincerely,
  
  *************************

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