ComplaintsforSouthside Tire & Auto

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid them $7,500 to build a transmission in my business truck, was promised the work would be done in a week. After picking my truck up on four different occasions the problem still wasn’t resolved. He finally told me it was done but and my brother picked it up only to find out it still has codes that make the truck not drivable. Now I have to take it to another mechanic to resolve the issue.

  Business response

  03/31/2022

  COMPLAINT/ID# ********
  
  
  Att: Conciliation Department:
  
      Southside Tire & Auto hereby responds to the above-referenced Complaint.
  
  Mr. ****** was referred to us by a very good and very satisfied customer, who is his brother.
  His brother was referred to us by another very good customer which is ******* ********* * ******, located here in paducah. We rebuilt the transmission in a personal vehicle owned by ******* which took a total of 5 weeks due to problems with parts availability and delivery.
  Although we are normally a little faster with a rebuild, when there are specialty parts involved we are subject to the existing conditions to receive those parts.
  ******* was very satisfied with our service and within a week or so they referred ***** ****** for repairs to his transmission. He had a very expensive transmission with a very unique problem and we were able to fix it with some newly developed upgrade parts and saved him thousands in the process. Needless to say he was very pleased. A copy of his invoice will be attached hereto.
  ***** ****** then referred his brother ****** ****** (Hereinafter “Complainant”) to us, which is nothing short of a nightmare.
  First, there was never a “promise” or even a suggestion that the work would be done in a week. He couldn’t even make up his mind about what he wanted. He went from a standard rebuild to a high-dollar heavy duty ******** rebuild that requires several thousand dollars in parts alone. When he finally decided what he thought he wanted we ordered it. It took more than a week just to be delivered. Before it was delivered, he changed his mind and upgraded from a Cat 1 ******** system to a Cat 2 system. Since the Cat 1 system was already shipped we were forced to order Cat 2 parts separately at an additional cost.
  Complainant kept calling and texting that he needed his truck because he was losing money without it. There is nothing we like more than to get a customer’s vehicle in and out quickly so we can get on to the next customer. Complainant became a nuisance and a distraction which only added stress because of his unreasonable demands. Then he called to say he had a second truck with a serious steering problem and begged us to fix it right away. I told him to get it in and we would do our best. He indicated he wanted a very expensive steering upgrade installed to address the problem. We ordered the steering system he wanted and paid extra for overnight shipping. We then came in on the weekend and had the repairs completed by lunch time on a Sunday. I called him to let him know the truck was ready so he could get it back into service. He was not charged extra for the overnight delivery or for the weekend emergency services he received. We didn’t get so much as a thank you. A copy of that invoice is attached.
  Once we got the Complainants transmission rebuilt and installed there were residual electronic problems which were not related to our parts or installation. Nor were electronics part of our charges or services. We did strive however to assist with resolving those problems. We contacted the ******** folks who were very helpful and assisted with problem solving. During this process the complainant picked up his truck and brought it back on 2 separate occasions. Each time he was more demanding and incredibly rude. We continued to work on resolving the problems including ordering a new solenoid pack which we had previously replaced however that solenoid pack was proved to be defective right out of the box. We have no control over the working status of a brand new factory part we install. We, of course, were subject to delivery times as well. Another problem was found to be the valve body in the Complainant’s rebuilt transmission. Although his original factory valve body was able to handle the stress and pressures of a stock transmission, with the new heavy duty parts he chose to be installed, his valve body revealed it was leaking pressure under heavy load which caused a shifting problem. By that time the Complainant had called so many times and made so many threats that we made the decision to purchase a new upgraded valve body at our own expense and install it at no charge. Before we could take delivery of the new valve body the Complainant had called the police twice and said he was coming to get his truck with a tow truck. I explained the situation to the police and the police response was to call the complainant to instruct him not to call us again.
  We then advised the complainant he was banned from our property and we would have him arrested for trespass if he ignored the ban against him. Once we got the valve body installed we ran live data testing on the truck which revealed the transmission was performing at its peak ability. However the engine in Complainants truck had numerous DTC’s which could affect transmission performance which was noted on the closing invoice. A copy of that invoice is attached hereto.
  In closing I will say the Complainant was very difficult to deal with and my belief is that he probably has some mental or emotional issues that affect his ability to accept the status of things that don’t meet his perceived expectations. Based on this belief, along with the threats he made I contacted his brother to let him know the Complaint was banned from our property and we requested that he come and retrieve the truck and make final payment on behalf of the Complainant.
  As to issuing a refund, there is not a chance in ***. If he chooses to take this to court there will be a counter suit to address these issues mentioned herein.
  
  Thank you,
  
  Southside Tire & Auto

*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. ↩