Complaints

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• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a front end alignment and a New York State Inspection for my 2001 ****** ******. The business failed the truck for the inspection and claimed that the frame is so rotted that the technician "did not feel safe standing under it". Somehow, though, he was brave enough to claim to have stood under it long enough to perform the front end alignment and bill me for it. You would think when the truck failed the inspection they might want to reach out and ask if I still wanted to have the alignment done? I then took the truck elsewhere and noticed that there were no marks from wrenches or any other tools on any of the parts of the vehicle that would be required to perform an alignment. I don't think he even did one. They can keep the money for the inspection fee, but I would like a refund for the alignment that they clearly did not actually do.

  Business Response

  Date: 09/12/2024

   ****** ******** Alignment and Inspection  We brought the truck in and put it on the alignment rack.  Next, we blocked the tires and set the tire pressure for the alignment. Then we entered the vehicles information in the computer “for alignment measurements”.  Then we unhooked the tire pressure hoses, raised the vehicle about 3 feet on the alignment rack and put in neutral so we can push it ahead onto the turntables for steering.  We reblock the rear tires, click next on computer, put truck in park and set the brake so truck doesn’t move. Then we do a steering sweep Left to Right to measure the tow and caster /camber. Then go to the computer, click next, back to truck, start the truck, center the steering wheel and block when it is centered. Then we go back to the computer and see what adjustments need to be made. Then we raise the truck about 6 feet in the air on the alignment rack and get ready to make adjustments, spray all bolts with lube so we can adjust the steering. So, at this point. this is the first time we are under the truck. We will start to do the vehicle inspection while we are doing the alignment. When we looked at the brakes, lines and suspension parts along with everything involved in an inspection we noted the frame was completely rotted with large holes and not safe to drive as well as very dangerous to stand under which instantly results in and inspection fail.  So, then we took pictures for ****** so he could see what we saw. Then we lowered the truck because it was too dangerous to turn the bolt on tie rod which is the ONLY THING, we did not do… TWO BOLTS. Then we took the brake and steering wheel holders out of the truck/ Then we removed the alignment heads from the wheels, remove the wheel blocks then parked the truck out front and called ******. So, when ****** arrived, we explained everything about his truck and even sent the pictures to his phone. We also mentioned a recall on his truck and there was no problem at this time. During this discussion ****** informed us that he knew the frame was bad and had someone fix it .  Had we known this we would have looked at the frame first when it was brought in.  He should have called or stopped by if he had a problem but chose not to which at this point has caused us to spend more time with his problem “not our problem”.  Next time he should try to handle this differently, would be so much easier. We have no problems with ****** but as you can see we have a lot of time involved in this issue. He does not deserve a refund as we did our job.