Complaints

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 22, 2023 I had Northwest Auto replace my struts, shocks brake pads and rotors totaling $1,740.40. A month after they replaced everything my front end started making a terrible clunking noise, especially when I would hit a bump. I took it back to them they said it was my tires, even though my tires were less than 3 years old I paid $1200 to put new tires on. Still had the noise. ******* said my tires weren't bad that it's the struts. I took it back to Northwest Auto they said it's not the struts is the Stablizer link. So back to ******* I went and paid $700 for a stablizer link and still had the noise. ******* said it is the struts causing your problem they are defective. I went to Patriot Tire had 2 mechanics tell me the same thing. I called Northwest Auto and they owner yelled at me telling me he wasn't replacing something that wasn't bad even though if he got the parts from a reputible place they would be under warranty which makes me and the other mechanics question that they got the parts from a junk yard or some place that doesn't offer a warranty. Northwest Auto should still warranty the parts as it was only a month after they put them on that I had problems. I just last week went to the Dodge dealer and they said definately the struts. I want Northwest Auto to refund my money for the shocks and struts so that I can go have them put on correctly somewhere else. After the way this company owner treated me I don't want them touching my vehicle. Attached is an esitmate for ******* to replace the struts.

  Business response

  03/27/2024

  We saw Ms. ***** two or more weeks ago for the noise she was hearing.  Our technicians looked at her van separately and collectively considering she was back for the 2nd time since we replaced her struts, etc in August 2023.  The only noise we heard was coming from the passenger side stabilizer link at that time.  We unhooked the link, and the noise would go way each time.  She stated that she had those done already at McMahons and they would be under warranty. Why she claims she paid $700 for a warranty job, let alone a stabilizer link operation costing $700 seems inconceivable. That job at most should cost $350 for both. 
  ************** called back after she apparently had this warranty performed and still had the noise.  I personally spoke with her on the phone and told her I drove her van ****** (10+miles) and only heard the one noise and am the one that detached the link with my two other techs present for confirmation. I told her she needs to return when her van is making the noise so we could hear exactly what she is hearing because clearly,we arent hearing the same noise. The other instances she came back she was never able to get the van to duplicate the noise.  I told her that I have no issues replacing a strut as they are under warranty, but I need to hear which one is making the noise to be able to confirm and not have the manufacturer come back on me stating there is nothing wrong and getting the part and labor claim denied.  That is part of any normal claims process. 
  Since this phone call, according to her statement, she has been to Patriot Tire and the Dodge dealer, but only has one estimate for replacement of the struts from *******. 
  I am willing to replace both front struts at this point regardless of warranty approval or not, but no refund of monies as we have lost so much time on a noise, we, nor the customer have been able to duplicate.

  Customer response

  03/27/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that if the business replaces both struts as they say they will now do I am satisfied with that.

  
  

  Thank you.

  ***********************

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