ComplaintsforTom Pratt Automotive

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2011 **** **** from Tom pratt on 10/19/2022 at 10:37 am I had to bring the **** back for them to replace the fuel pump .I let them know that their was a shake In the front end and Mr pratt said they would look at it at the time of them fixing the fuel pump after looking at it mr pratt stated it would need a strut he set up a time to replace it .it was fixed then a few days after the passenger strut was fixed the drivers side started making noise December 24,2022 I took it to a local shop on my way my front passenger tire came off the rim we used the spare to make it to the shop to have it repaired about a mile down the road the rear passenger tire did the same thing we eventually made it to the shop and the repair technician stated that the tiers were dry rotted we replaced all four tires the other two had fix a flat in it mr pratt stated at the time of the purchase that they were brand new tires the technician also stated that my rack opion was leaking . I called Mr pratt after the holidays due to them being closed and told him what was going on he told me to bring it in on a Tuesday which I did for him to fix like he stated he would when I arrived he said he could fix it that day I would have to come back he looked at the **** and confirmed the rack opion was leaking he stated he would order a new one with my warranty that I would have to come back the following week to have the driver strut and the rack opion fixed I dropped the **** off and called them around new that day to see how everything went I was told that it was fixed and just got back from a alignment I picked the car up after work at around 5:00 I drove the car home it did make a weird humming sound I just figured it was from being new that Saturday I went to got to the store and it was squeeling again I looked and the reservoir was almost empty I took it back to my local shop and they look at it on a lift and they said it was still leaking and it was a used rack and strut I called Mr pratt and left a message and never heard back from him he avoids my calls

  Business response

  02/15/2023

  We have their vehicle in the shop today to take care of the problems they were having. I have a response all written up and just wondered if i should wait to respond until they get the car back and are happy with our service? The part we installed was new but defective from the factory . There was a miscommunication about what was repaired on their vehicle and the biggest issue was they thought we were avoiding them and not returning their call. I was on vacation for 2 weeks and when I got back, I never got their message (which is certainly our fault) about still having an issue and never received a phone call about it after getting back from vacation. However, I did receive a message from them on our website on 2/08/2023 and promptly called them as soon as I saw it.  I would be upset if I thought someone wasn't returning my phone calls after having an issue. Rest assured, this was not the case. I will make sure we take care of the customers in whichever way we can to make up for the inconveniences. 

  Customer response

  02/15/2023

  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.   Regards,  **** **** 

*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. ↩