ComplaintsforTransolution Auto Care Center

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have taken my vehicle five times to the same mechanic known as transolution auto care in ******** **.and my problems are not been resolved. they have gotten worse. The owner ***** refuses to give me any type of refund. I even explained I have an ill parent so the vehicle needs to be repaired so I can move in the next few months, towards them.says he will replace the warranty parts. To which I politely said after ********** to fix the issues, that are still not fixed,I want a refund.then he became condescending with saying " if your still hearing issues and think they have gotten worse,still. We can replace the warranty parts." I said they have especially gotten worse. He repeated himself about replacing the warranty parts, like a robot.i said "I really just want a refund"so he said if I want my refund he'll wait for papers in the mail from a lawyer. I asked him again if we could settle on a refund amount, possibly of four grand, he scoffed through the phone. And repeated he'll wait on papers through the mail. I politely thanked him for his time and we end the call.

  

  Business response

  01/23/2024

  ***************************** first came to Transolution ********* in October of 2023 with a concern of a loud dash AC noise and a scraping noise when turning left or right. The vehicle Is a 2007 ****** Highlander with ****** miles on it. ************** inspected the vehicle for the customer concern.
   The technician test drove the vehicle and placed vehicle on the rack for visual inspection; the technician found the lower control arm bushings severely damaged, the lower ball joints had a significant amount of play, the sway bar end link on the right side was broken, and both front struts had lost their charge and all the lubricant had leaked out due to the play between the strut rod and housing.
   All four tires were bald. The front tires were worn to the inner core due to the misalignment caused by the worn-out suspension components on the front of the vehicle. The vehicles AC compressor was seized, causing the noise when the customer attempted to run the air conditioner in the vehicle. The technician noted all findings and noted that all parts appeared to be original equipment and that overall, the vehicle had been neglected for routine maintenance and repair.
   An estimate was made focusing on safety factors first that included all the damaged front suspension components, as well as getting the air conditioning operational. The customer was contacted, and the estimate was gone over in full detail of what the findings were, the safety concerns, and the overall cost of the repair. The customer agreed with the estimate and decided to proceed with the repairs, the customer also requested new tires and an oil change.
   Transolution completed the repairs and returned the vehicle to the customer. The customer returned the following week with a concern of a pop noise while turning. The customer stated that it did not happen all the time. The vehicle was test driven by several different technicians who were unable to duplicate the noise.The vehicle was inspected for any loose or damaged components; none were found loose or faulty. The situation was discussed with the staff and the owner of Transolution.It was determined that there could be a possibility of noise when turning coming from one of the turn plates attached to the front strut assemblies.
   Transolution warranted both front strut assemblies with new. The customer returned once again stating that the noise was still present but very intermittent. Once again, the vehicle was test driven and inspected and no faults or safety concerns were found. At this time, Transolutions owner ***** became increasingly aware of the situation and inspected the vehicle himself during this inspection. The only thing that was found questionable was the condition of the right front axle shaft threads and nut. It was thought that maybe due to the condition of this fastener there might not have been enough preload on the wheel bearing. Please note that this portion of the vehicle was not disturbed or addressed during the initial repair,nor was it a safety concern. At this time ***** had decided to help the customer who is a busy single mother out by installing a new c.v. axle assembly into the vehicle at no cost to the customer.
   The customer returned once again with the same concern but stated that after replacing the right c.v.axle the vehicle was behaving better, and requested that the left axle also be replaced and that she would pay for the repair.  The new left axle was installed at the customers request and the customer paid for the repair. ******** then called the shop on 1/22/2024 asking for a refund because she was leaving town and believes the vehicle had not been repaired correctly. ***** took the phone call (please see attached call recording) and asked ******** to get a second opinion to prove fault or neglect regarding the stated service and repairs that were completed by Transolution. ***** also reminded ******** that all work and components that were installed by Transolution are covered by a two year twenty-four thousand mile warranty. The repairs performed by Transolution were not unnecessary but were put forth not only to address a noise concern, but also safety concerns related to the failed components. Transolution ********* believes that there was no wrong doing with the recommended repairs and with a vehicle that has the age, milage and wear and tear that were found present with Jennifers vehicle;the focus was safety.

  Customer response

  01/23/2024

   
  Complaint: 21181941
  
  I am rejecting this response because:
  Your business was given five times to fix the two issues I brought it in for, the metal creaking and vacuum/ rattling noises from my vehicles front end. The issues were not fixed, AND made worse. To the point, after the fifth time I received my vehicle back. I can now visibly see my outside vehicles hood shake/ move when the rattling/ vacuum noise happens now. I kept going back because you refused to give me a refund. Insisting it was bad parts, five times.But after using so much time from my job along with my vehicle in worse condition now.  That when I said it has been five times for your business to fix these issues and they haven't I asked politely, no yelling or fowl language. That all I wanted was a refund at this point please. I received *****'s waiting to be served papers threat, is the only way I'll get a refund. 

  How can you not fix the issues with five chances and supposedly switching out with brand new under warranty parts multiple times.

  Which is why I have now turned to the BBB. 

  All I want is a refund please.

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

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