ComplaintsforTown & Country Auto Repair, Inc.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  occurred at Sykesville location on 10/2/23 order# *******. Auto service requested: oil change Via previous service recommended work, I accepted to also have right front control arm replaced. 1st call: service tech broke a bolt within steering knuckle and couldn't remove the bolt stem. this resulted in having to also replace knuckle, which added 1k to bill. This was the only solution suggested by Bill (Tech Supervisor). I was very reluctant to accept this solution during phone call and Bill said he will continue to try and remove bolt before ordering new steering knuckle and call me back. An hour or so later, 2nd call, still can't get bolt off. Now Bill says part may be able to be on site by the end of the day. I reluctantly said ok. 30 min later I get 3rd call, car is finished. bill was roughly 2700 dollars. Upon picking up the car, it was very apparent that someone smoked in my car. I feel like i was unduly pressured to accept the only solution provided which was shelling out a lot of money for what came down to a rusty bolt broken by the tech. Insult to injury was the distinct smell of stale cigarette smoke in my car cabin after picking it up.

  Customer response

  10/06/2023

  I have spoken with the business and settled the issue.

  Business response

  10/13/2023

  Hi, we have resolved this issue directly with the customer. There is no further action needed. Thank you!

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I took our vehicle to be looked at to make sure it was okay to drive to Florida and back in August. We received a call stating everything that needed to be done, including the vehicle needing an alignment. We paid over $800 for the work including the alignment. As we were driving to Florida, we could tell the vehicle did not feel right. In September, my tire blew luckily on a quiet road. I took my vehicle to a local place where I was told my car never received an alignment from Town and Country. Metal was sticking out of my two back tires which needed to be replaced. Our new mechanic was unable to do the alignment on my back tires because there were missing and loose bolts due to Town and Country’s negligence. Fortunately we weren’t driving on a major highway or road and our small children weren’t in the vehicle when the tire blew. Town & Country lied to us and had us pay for work they never did. They caused damage to my vehicle and tires and their negligence could have caused serious injury. I will be contacting an attorney since my mechanic wrote up what he observed. I should be entitled to my money back.

  Business response

  09/29/2023

  Dear Mrs. *****,
  I am so sorry that you experienced a tire blowout, especially while traveling. Unfortunately, both my own family members and I have experienced a tire blowout, so I completely understand how scary and inconvenient that experience is. I also apologize that you felt that you had to go through the Better Business Bureau to address this situation with us. If you were traveling and had given us a call to express concern with the vehicle’s handling, we would have advised you to stop at the nearest repair shop so that the vehicle could be inspected there. We would have also worked with a repair shop, tow truck driver or *** representative to ensure your safety and to communicate any services that were recently performed. For future reference, if something doesn’t feel right while driving your vehicle, always bring it in for further inspection, just to be safe. We are just a phone call away and we would have appreciated the opportunity to resolve this issue immediately after the incident occurred.
  In order to address the situation properly, I need to gather more information about specifically what happened. Where did the tire blowout occur – what state and what type of road/driving conditions (blacktop, gravel, dry, raining, etc)? Did one tire blow out or were there multiple tires that blew out at once? Which tires were they? What did the other tires look like when the vehicle was inspected after the blowout? What caused the tire to blow out according to the other technician – please provide professional documentation? Were there any potholes or roadwork along the travel route? When did the incident occur – date & time? Was a spare tire put on to drive it to a nearby shop or was the vehicle towed? How many miles were on the vehicle when the blow out occurred – we need this to see how many miles were traveled between when we serviced this vehicle and when this incident occurred?
  
  Please provide us with all documentation that you have regarding this incident. We need to review any repair orders, pictures, videos and the other shop’s professional “opinion” in order to identify the root cause of the concern at hand. With that kind of documentation, we can figure out exactly what happened and take care of it accordingly. We are very transparent with our clients, as you will recall that we provided you with a digital vehicle inspection report documenting what your tires looked like at the time of our service. In today’s environment, there should be no reason that there isn’t a very strong digital footprint and explanation of what another shop found. While I understand the severity of the situation you experienced, these are pretty strong and rash accusations that the other shop has made against us. Once we have received further documentation, we will be glad to proceed with a resolution. At this point, since you have started the process through the BBB, it is best to move forward through them. On behalf of us here at Town & Country, we are thankful your family is safe and sound after this incident. We look forward to hearing from you and receiving the requested documentation as soon as possible. Rest assured that you will be treated very fairly, as thousands of customers have witnessed over our 34 years in business. 
  
  Sincerely,
  Mark C******
  President/Owner
  

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