Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Date of service: 12/16/2021 Purchased new tires for **** ****** 4Runner at this shop.Shop advertises free tire rotation and balance.Shop refused to Rotate and balance the tires for ****** 4Runner.Was charged $132 for "diagnostics" I did not authorize. I was not told upfront about the cost and the shop did not call before I picked up my 2017 *****3. Shop pressured me to purchase unnecessary and expensive repairs. Shop should reimburse me the unauthorized $132 I paid for no work performed. The shop simply listened to my ***** transmission and charged me but no "diagnostics" we performed. I did not authorize for them to ONLY listen to the noise and charge me $132 for doing no work performed and simply telling I needed a new transmission. I was NOT informed upfront that I would be charged $132.00. The shop refused to balance and rotate my tires for the ****** 4runner. This is false advertisement. I am longer comfortable doing business at that shop and will have to pay for my truck tire rotation and balance. However, the shop should reimburse me $132 for unauthorized diagnostic repairs. ****** at the shop literally told me all they did was listen to the transmission and that was a charge of $132.Business response
01/24/2022
hi ******. This is one hundred percent on me. While there were several extenuating circumstances to this happening, there is no excuse for it.I had talked to ****** the morning that you came in before i arrived, and had it in my head that you were coming back to talk to me. I placed your paperwork on my desk, and then , well, its my fault just plain and simple. I am sorry you had a bad experience here. From talking to ****** and from what i got out of it there was some confusion on replacing your spark plugs and rotating and balancing your tires. We absolutely do the balance and rotate free of charge with our tire sales. I asked him and he said that you were on the schedule for those items. I was not present at the tiime of the conversation, so it hard for me to comment on it but i think it was some miscommunication problem on our part. again i apoligize for the frustration and inconvenience this has caused you . I should have taken care of your concern that day and i did not, so i let you down on that. please accept my apology for this matter and i willbe mailing you a refund in the amount of ****** for invoice #*****.
thank you
***********************
Customer response
01/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.