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:04/19/2024

  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.

  On Wednesday, April 10, 2024, I brought my car to the garage due to an issue with one of the front subframe bushings that had fallen off. After their assessment, they requested me to drop off the car on Monday, the 15th in the evening or early on Tuesday, the 16th for repair. I suggested using my credit with Advanced Auto Parts towards the balance, but it seemed they were not keen on the idea. So, I instructed them to proceed as usual. Upon inquiring about the repair cost after returning home, I was informed it would amount to $600.00. Agreeing to this, I delivered the car on Tuesday the 16th in the morning, anticipating same-day return. However, around 3:30 pm, I received a call regarding another issue with the subframe on the left side where the bushing and subframe contact was not secure. I was asked to decide on replacing the subframe bushings and control arms, to which I consented. The following day, at approximately 3:30 pm, they alerted me to yet another issue with the right wheel bearing, prompting me to make a decision. Throughout this time, there was no mention of any additional charges. Opting to proceed with the work, they contacted me on Thursday the 18th to collect the car as the repairs were completed. However, upon arrival, I was shocked to be presented with a bill exceeding $1,500 for the replacement of the subframe bushings and control arms. Having previously had this work done in ************ for under $400.00, I expressed my inability to cover such a high cost. I requested the removal of the parts and the return of my car. They informed me that it would take another full day of work to revert the changes (and fees) and requested I return the following week. Consequently, my car has been in their possession for three days, leaving me uncertain about the situation. With no public transportation available, I am unable to commute to school unassisted.

  Business Response

  Date: 05/07/2024

  This letter is in response to complaint 21597921-b1fc2. Mr. ******** presented to Southeast Tire and Service on April 10, 2024 for diagnosis of suspension issues of his 2009 ****** Versa.He was advised that the sub frame bushings and the lower control arms were loose and worn as well as the need for two replacement tires. He was informed that the parts list was sent to Advance Auto and the shop was waiting on a quote. Mr. ******** was notified per *********************** (office manager) that the labor alone would approximately be 600$. Parts were not included in this quote.The stated conversation was witnessed by patrons in the shop. Detailed explanations on prices and availability of parts would be obtained and he would receive a follow up phone call upon completion. While waiting on an estimate of parts from Advanced ***** Mr. ******** called and was informed that the numbers were not yet available. When the quote was ready, ***** informed the customer in detail the cost of parts and labor. The estimated cost was $1500 to $1800 for listed repairs. The customer verbally consented to the advised repairs. 
  In addition to the above stated repairs, a dysfunctional wheel bearing was discovered upon drop off diagnosis.The customer was notified via phone and the repair was verbally agreed upon with the total cost being $1599- in alignment with the previously stated estimate. 
  Upon arrival for pick-up of the completed job, the customer was seemingly confused at the end total of 1599$.He then asked for all of the newly placed parts to be removed from his vehicle and reinstall the old parts. The staff strongly discouraged this action but proceeded upon the insistence of the customer. The dilapidated wheel bearing and tires- belonging to the customer- were located and replaced. These actions currently reduced his bill to 1119$. 
  When notified that his vehicle was ready for pick up, he stated that he would pay the shop only 800$. 
  The staff at Southeast Tire and Service feel as though they have exceeded expectations in customer ********************** and explanations of repairs and general safety of the customer's vehicle. We pride ourselves on honestly and integrity and have since opening in 2006. We hope this issue can be resolved fairly and amicably. 

  Customer Answer

  Date: 05/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21597921

  I am rejecting this response because: The information provided by this business is inaccurate. Initially, when I raised my concern, they were hesitant to provide an immediate estimate for my car repair. I had to follow up the next day after my initial visit to finally receive a quote of $600. However, prior to visiting them, I consulted another mechanic who estimated the total cost to be around $420 ($200 for labor and $220 for parts). Despite this, I chose Southeast Tire & Service because the other mechanic was unavailable due to a busy schedule, and I couldn't continue driving with the car problem. Notably, I had previously replaced the subframe bushings on the same car in ************ for less than $300 about 3 or 4 years ago.
  
  Furthermore, I had already purchased the subframe bushings for $111 from Advanced Autoparts, which I later returned. I still have a credit on my card for these unused parts, which Southeast Tire & Service refused to acknowledge during my visit. This lack of transparency made me question their integrity throughout the transaction.

  Regards,

  Cyrille Kouambo Beckodro