Complaints

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Before deciding to purchase my car, I brought it to my mechanic Before the warranty was up, to make sure everything was good. It turns out the car was in a major auto accident and this garage missed it. They gave me a list of the things that were wrong and completely overlooked the body of the car. now My car is worth $9000, but I owe 15. This is a nightmare that could have been avoided if they did their job correctly doing the used car inspection. When I went to ****** to have it appraised They noticed right away and we're shocked to hear my mechanic Missed it. I paid $60 for this service and I was more than let down. I did everything right in buying this car to try to prevent something like this from happening.The following pictures show the damage to my car and what it should look like On the other side, this includes a broken mirror a difference in the gap where where the spoiler is. And The back door doesn't close all the way Flush on one side plus the gas door is bent and crushed from the inside.

  Business response

  05/17/2024

  East Derry Tire & **********
  46 East Derry Road
  P.O. Box 66
  East Derry, NH  *****
  **************
  
  Friday, May 17, 2024
  
  BBB
  *****************************
  Dispute Resolution Specialist
  
  Dear *****************************,
  
  My apologies for having to respond to a complaint by an unhappy
  customer.  I have attached files that ***inside with what happened on
  the date of February 15, 2024 to which I had no idea she was
  dissatisfied and the date of May 9, 2024 in which I was informed of her
  dissatisfaction due to a complimentary post she saw on an online town
  platform.
  
  When the used car inspection was performed, see attached, the vehicle
  had no major damages to which she is accusing we missed. We clearly
  stated on her invoice what was needed.  She claims the mirror was
  broken, rubber strip came off after a car wash and the frame was twisted
  per the dealer she took it to.  They said it was in a major
  accident.  We went on to Car Fax, see attached, and there is no reports
  of accident damage with the first two owners she is the third.
  
  On May 9th, she texted my personal ******** account at 2:27 am.  Her
  text went from accusing my company of missing what the dealer said was
  major accident damage, to a broken mirror, to rubber coming off and
  asking if we could put it back on free of charge I assume, to making
  an appoint to look at it and then refunding her money, to pricing a good
  deal on tires for next year.
  
  My response at 8:38 am when my business was open stated what we had
  found in February and that no, we would not reinstall the rubber and we
  are not a body shop so our inspections do not include an alignment
  machine to be hooked up ($120 fee) for a $60 used car inspection.  I
  then informed her we did not want to doo business with her, that her
  text sounded like blackmail and we do not do business like that, havent
  for 30+ years.
  
  Her responses, 12 in rapid fire, went from bad to evil.  She said there
  would be repercussions if we did not give her back her money.  She made
  threats repeatedly, to which I did not respond.
  
  I knew you would be involved so I waited for your email to respond
  directly to you.  After her first long text I knew she just wanted
  money.  If any of the accusations had been there on February 15, why did
  she wait almost 3 months to accuse and demand money or I would have
  repercussions?
  
  We did our job, expect payment and will always stand behind our
  services.  Had she informed us within a reasonable time period, we would
  have had her come in and we would have gone over it again.  Any damages
  could have happened between the inspection and the accusations.  I dont
  feel we should have to give money back to customers on threats.
  
  Thank you for taking the time to review this matter.
  
  Sincerely,
  
  
  
  **************************** President of East Derry Tire & **********
  
  
  *********************** East Derry Tire & ********** 46 East Derry Road PO Box 66
  East
  Derry, NH ***** **************

  Customer response

  05/17/2024

   
  Complaint: 21718043
  
  I do not accept the business's response as a resolution to my complaint because: the pictures i sent clearly show damage to the vehicle. I should be paid for the service that wasn't performed. The exterior wasn't looked over close at all clearly. I feel I'm owed $60 not because I'm just wanted money but because it's what's right. I'm sol because of the lack of attention to detail from the mechanics at east derry tire. I got the car appraised at a dealership for 9k and i owe 14. It's been in an accident regardless of what ****** says. You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  *************************************

  Business response

  05/21/2024

  We stand with our first response that had we been notified within a
  reasonable time period that the consumer was not happy with our
  services, we would have brought it right back and gone over her
  complaint. That is how we have run our business for over 30 years.
  It cannot be said that the damages were there before the pre-inspections
  and any exterior damages could have happened in the 3 months of the
  customer driving the vehicle.  We stand with Car Fax and the 14 pages we
  supplied clearly stating the vehicle had never been in an accident with
  the first 2 owners.
  
  As per her response about feeling she is owed $60 for a service she
  doesn't feel we performed, we feel she does not.  If she had addressed
  it in February, not May, we would have looked into it then.  If she
  claims we are at fault because we didn't see the broken mirror, then
  isn't she at fault by not seeing it when she purchased the vehicle as
  well?  Obviously she didn't look over the exterior at all.  Our
  inspection is mechanical and state inspection requirements, not cosmetic
  damage.  Most people spending money on a vehicle would notice such
  things.
  
  She seems to just want money.  We will not refund strictly because there
  was a 3 month lapse of time before we were notified of a displeasure not
  poor workmanship.  Any damages could very well have happened in the 3
  month time.
  
  Sincerely,
  
  *************************

  Customer response

  05/30/2024

   
  Complaint: 21718043
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I went to trade the car in after noticing the damage and it was then that I learned of the damage to the vehicle. I am not a mechanic and know nothing about cars. It is the mechanics job literally to notice such things. I am not just looking for money but I do believe I am owed the cost of the inspection that should have failed because of the accident. It was missed by your shop. It doesn't matter what happened previously. I brought it to you for a used car inspection because I was taught to do so just to make sure nothing is wrong before purchasing. Apparently it doesn't make a bit of difference because I ended up screwed. I am owed $60 period. 
  
  Sincerely,
  
  *************************************

  Business response

  06/03/2024

  Hi ********,

  Apparently the customer doesn't want money, but expects a refund for the services we did.  I will issue her a check and mail it out and expect to never have business dealings about this or anything else with her again.  Please make it clear that we are just paying her off so we can continue to run a reputable business for customers who deserve it.

   

  Thank you

   

   

  Customer response

  06/03/2024

  I will stop all communication when I receive the check. You, ******, are finally doing what's right. I do not wish to have my vehicle maintenance by your garage obviously after you don't even include a visual inspection of used vehicles. Maybe now you can train your employees to do that. It's important! No, I'm not just out for money. I'm giving you the opportunity to make this right, as you should if you want to run an honest business. I'll wait for the check then close this out. Thank you BBB for helping me with this

*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. ↩