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Complaint Details
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Initial Complaint
01/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 1/19 my husband I had our 2012 Dodge Durango towed to Browns Auto shop to have it repaired. On 1/20 at 3pm we received a call stating our car had been vandalized(ie windows smashed and all doors damaged). We went over viewed the car and was told that WE needed to contact OUR insurance and that the shop was not liable to damages that occurred on their lot. We contacted our insurance company. We also spoke with Browns shop and asked that the car be secured from obtaining any MORE damage. We were told it would be pulled under awning by cameras and busted windows would be covered. I drove by that night and it was still in same spot with windows uncovered and snowing. I drove by in the am and still in same spot windows uncovered. I called the body shop and was told it had been moved and was covered overnight. They also informed me that they had to file police report for other vandalism at shop.
Business response
02/07/2022
On 1/19 the customer had dropped their car off to our shop to have a starter that they had purchased installed. Over the following night their car had gotten broken into and a window smashed out and another one damaged. The shop manager had contacted her on 1/20 to let her know what had happened. Her husband came to she shop that day to retrieve anything left in the car. The shop manager had also told her that they would move the car under the awning and secure the window that had been smashed. I did not find out until the next morning that this had not been done after the customer had called in understandably upset. I went to the shop to personally vacuum out any debris that was left in the car and secure the window that was broken. At that point I had contacted the customer to apologize and to let her know that I had personally made sure that that had gotten done and to try to make an attempt to resolve the issue. On the phone the customer had not given me the chance to try to resolve the issue. She had said that she did not want us to touch her car and that she was going to contact the BBB or anyone to get us to pay for it and that she was going to have the car towed from our shop. A day or two later they had their car towed from the property and I had not heard back until this complaint. We have signs posted all over our property stating that we are not responsible for any damages or theft occurred to any vehicle left on our property, including stolen catalytic converters. That was also stated to the customer when she was originally contacted to let her know about the damages that had occurred to her vehicle. We are willing to resolve this issue by installing the starter to her vehicle at no cost for the labor to complete the job.Initial Complaint
07/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My boyfriend took my 2014 Toyota Corolla to them over a month ago to see about getting a tire alignment. He was told we needed tires for the car. He purchased a couple tires from them and paid for an alignment. He brought the car home the car was shaking so bad. He took it back up there and supposedly they fixed it. At this point the car is still shaking. I called last week and spoke with a gentleman and he joked about my boyfriend making about 4 trips up there in 1 day. He was familiar with the situation he told me it was fine have him bring the car back up there and they would fix it. Long story short the car is shaking worse than ever now the tire pressure light is on and my boyfriend took my car to ********* today they said the parts that were used were so old and they didn’t balance the wheels properly. I called up there spoke to ******** she was extremely rude and admitted one day the machine did need recalibrated. She told me I could take it to the other location. I am livid!!!!Business response
08/15/2021
The boyfriend of the complainant came into our tire shop with complaints of a shake/vibration while driving. We told him that he needed to replace all four tires, as his original tires were extremely worn with separated belts, and that COULD potentially be the cause of the vibration he was feeling. He purchased one tire that day for the right side. He came back a few days later, still with a shake, and purchased a second tire for the left side. At this point the customer came back multiple times still complaining of a shake. We re-balanced and rotated the tires and even replaced one of the tires for free, because they insisted that was the cause for the shake, even though there was nothing wrong with the tire. An alignment was not purchased at any time at our tire shop. If an alignment was purchased at our other location, which is a service shop, I would need to see a receipt for that. But if an alignment was done and the car was still shaking than an alignment was not the issue for the shake either. We let them know that at this point if the car is still shaking then there is a bigger issue, possibly underneath the car or mechanical, that is causing the shake and is not being caused by the tires that we replaced. When they left the shop the tires were balanced properly every time to where they "zero" out, which means that they are correctly balanced. We never stated that our machine needed "recalibrated". We stated that we would check the calibration on the machine, which was perfectly fine after doing so. We let them know that we have done everything possible at this point to replace/repair anything relating to the tires that we sold that would cause the shake. That is the last we heard from them and we were never made aware of any issues with the tire pressure light. At this point we have addressed at our tire shop every issue relating to the tires and suggest to have the car looked at by a mechanic to find the cause of the shake/vibration.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.