ComplaintsforMitchem Tire & Wheel

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/6/23 I went to this business for a rear axle brake pad replacement. I had scheduled an appt and was 45 minute early. The advisor asked if I wanted to go ahead and replace the rotors as well. I advised I didn't want to replace them at this time, the brakes were just evaluated by my preferred Ford Dealership about a week before during my oil change. The advisor stated they would take a look and see if they can resurface them or not and let me know. After 45 minutes the advisor called me back to the counter with the tech by his side. The advisor stated that the rotors were damaged and couldn't be resurfaced, he also stated that the bolts that held the calibers were the incorrect size as well. He started quoting prices but I stopped him and asked about the resurfacing of the rotors again since they were just inspected by Ford about a week ago. He stated they were too far gone and would damage their machine. I asked the advisor if they had already put the brake pads on the car to which he replied yes. The tech then spoke up and said "actually no I haven't, I just took one side apart at this point." I then requested him to put the side back together and I would go to Ford since they were able to resurface the rotors for me. He stated he would put the pads and bolts back on like they were before. Upon further inspection once I got to Ford they stated a ****** had been hit on the rotor in multiple spots making the re-surfacing option unavailable. The tech at Ford stated it wasn't a scratch from a rock or a wedge it was a deliberate ******. After speaking to ******* the ****** marks were on the same side they took apart. The owner at ******* stated they were at fault and I could bring the car back so they could replace that one rotor. They are unwilling to pay for the cost of the replacement or send payment of cost to Ford. I do not trust this business to replace the one rotor after the damage they already did.

  Business response

  10/06/2023

  She and her husband both contacted the bbb under different names so I will copy and paste the one response.  She brought her car in to have brakes done and we told her that we would evaluate the rotors to see if they could be resurfaced.  However, she had driven her vehicle with the rear brakes being metal on metal and damaging the passenger rear rotor. The mechanic removed the caliper of which the guide pins were not the correct guide pins because the caliper was moving back and forth from  the last time she had the brakes serviced, not at any of my locations.  The mechanic did use a ****** to remove the rotor because at that time she told us to go ahead and replace them.  She then decided that she wanted to go elsewhere that wasn’t as “expensive” so we put the passenger rear brakes back together.  The rotor could not be resurfaced because of the backing plate of the nonexistent pad she had driven with for a week, however, the ford dealership gave her an excuse as to why the rotor can’t be resurfaced.  Her husband then wanted us to pay for the entire brake job she had performed at the ford dealership.  I offered to give her the one rotor that we supposedly damaged but apparently that wasn’t good enough.  These are people that want the cheapest solution to a problem they are responsible for and want somebody else to pay for it.  Aside from giving them the one rotor, we will not be paying for their brake job or anything else for that matter.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The shop was tasked to do a brake job on our car. We requested a replacement of brake pads and resurfacing of the rotors. We had the car in for a oil change at a local competitor earlier in the week during that visit they told us we could resurface the rotors. So when the service adviser told my wife we couldn't do that cheaper option she opted to take the car back to the competitor. Once the car was taken from Mitchem to **** to do a resurface of the rotors we discovered several hammer marks on the rotors. Like this was a malicious act to insure that the rotors could not be resurfaced.

  Business response

  10/06/2023

  She and her husband both contacted the bbb under different names so I will copy and paste the one response.  She brought her car in to have brakes done and we told her that we would evaluate the rotors to see if they could be resurfaced.  However, she had driven her vehicle with the rear brakes being metal on metal and damaging the passenger rear rotor. The mechanic removed the caliper of which the guide pins were not the correct guide pins because the caliper was moving back and forth from  the last time she had the brakes serviced, not at any of my locations

  Customer response

  10/12/2023

  Complaint: 20705495
  
  I am rejecting this response because:

  Youre not looking to make a resolution. Youre trying to justify not fixing the situation after the tech clearly made a mistake or worse maliciously, damaged  the rotor after requesting to take the car elsewhere.Theres no reason the technician shouldve used a hammer on the face of the rotors. Ive consulted with several competitors in the area, and none of them agreed with the damage done to the face of thd rotor. This careless mistake took our repair bill from $300 to $695 
  
  
  
  Sincerely,
  
  ***************************

  Business response

  10/12/2023

  The reason why your bill went from $300 - $695 was because you drove your vehicle with the brakes grinding.  The one rotor that you claim we damaged did not cost $695 as you claim.  As I said before, I offered and still do to give you the one rotor that you claim we damaged and nothing else.  Nothing we did caused you to drive the vehicle with the brakes grinding.  Maybe you should have had the brakes done the day that the dealership (not us) told you to replace them, then you wouldn't have had the backing plate grind in to the rotor.  We are not paying for your irresponsibility and lack of planning.  This is our only offer and we are done with this complaint.

  Customer response

  10/12/2023

  Complaint: 20705495
  
  I am rejecting this response because:

  Theres no effort to resolve the issue. The lack of accountability in this matter is extremely frustrating Im requesting the cost of the rotor period. Not another rotor not a anything else. You damaged it and I had to replace it.
  I already paid and replaced the rotors, another rotor doesnt do anything for me. This is the same thing that was already requested on the day of. 

  
  
  
  Sincerely,
  
  ***************************

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