Complaints

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 22, 2023, I brought my vehicle to Big O Tires, as there was a pulling noise occurring beneath the car's hood. After a forty five minute wait, I was called by *************************, who informed me that my vehicle needed power steering fluid, which they had added. He then informed me that there would be a "diagnostic charge" of $145. Upon information and belief of consumer protection law, I understand that an auto mechanic cannot charge a client unless the client has been provided a written estimate of charges prior to proceeding. Big O Tires did not do this. As such, their action was illegal, unethical and immortal.

  Business response

  06/22/2023

  Customer set up a appointment to diagnose a engine/belt noise. Our mechanic spent  45 minutes to 1 hour looking at this problem. He found that the power steering fluid was low causing her noise, and then proceeded to find the cause. Found leaking power steering hoses. The customer was notified and provided a quote. Customer declined the work and was charge for 1 hour of diagnostic labor. ******** was also informed at this time that if she decided to get the work done we would credit half of her charge to the repairs. Our price board clearly says (Diagnostic labor $145), also says (Inspection labor $145). Our mechanic does not work for free and should not be expected to work for free. We did not practice in any illegal, unethical, or immoral ethics. Customer will not be refunded. We will still honor the credit if the work is performed with us.

  Customer response

  06/22/2023

   
  Complaint: 20221898
  
  I am rejecting this response because:
  I was not provided with a quote of what would be the cost prior to the work being performed.  This is contrary to the automotive repair industry standard, where it is accepted protocol that the client is clearly and expressly given a price quote prior to work begun.  The responsibility for the customer understanding all the charges involved rests with the company, and this did not occur as no paperwork was provided to me and I did not sign any acknowledgement.  No posting indicated a diagnostic fee existed.  This is a clear example of an automotive business taking advantage of an out of town visitor.  I have never, in many decades, encountered such an entity as a diagnostic fee; I have always had mechanics provide a clear statement of expected charges.  This is a business attempting to pull the wool over unsuspecting, unknowing clients.  The only reputable response is for a refund of my $145.

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

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