ComplaintsforThoma, Inc.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Got my car less than 60 days ago from a dealership. Had a collision which resulted in visible damage to the fender and front bumper. Was able to drive the car approximately 3 miles to ***** to have vehicle repaired. Worked with *****. He came outside with me and we looked at the car together. He said based on his expertise and with what he sees he will have to replace the fender, bumper, front right bearing, front right wheel hub. He will also have to align the car after he is finished with all of the work. All of the work done was the work recommended by *****. I was happy to get a call earlier than ***** had set expectations for saying that my car was finished. I went back to ***** for the second visit, paid ***** 3200 dollars cash, and was told that I was good to go. Immediately upon leaving I realized that the steering was extremely off centered and that there's simply no way a front end alignment had been done. ***** told me that there was a misunderstanding between him and his crew and that the front end alignment was done before the front suspension work. If you know anything about cars you know how ridiculous this statement is. But I ignored it and dropped the car back off on my 3rd total visit to Thoma for a single job as I had already paid for the job to be completed and wanted to ensure that the job was done correctly. After approximately another 24 hours I was able to pick up my car again, on my 4th visit to Thoma for the same thing. I picked the car up and started towards home and once again immediately realized that the car was still not fixed. There was a ton of play in the steering and it was making noises from the front right side that has just been "worked on". Called ***** and was told more or less that they have honored their end of the agreement. I was given a car back that was not safe and was told more or less it was my fault. Asked for a partial refund as I am already 500 into fixing their work. Was never told vehicle was unsafe or undrivable

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2022/01/25) */ Vehicle was brought in for a relatively minor front right collision. Upon speaking with the customer, I was informed that he did not want to file an insurance claim. I informed him that an estimate is just that and additional damages found could incur additional costs. I informed him that the front bumper and right fender would need to be replaced. Customer indicated that there was a noise from the right front since the accident. I advised that it was likely a wheel bearing, and that we could replace it as a precaution. We worked his vehicle in right away due to his circumstances, as we are scheduling several weeks out. Everything on the estimate was performed and repairs completed. The alignment shop advised the rear suspension is extremely worn. I advised customer of the same. After pickup, customer is complaining of drivability issues. He opted to have another shop check the vehicle out. They determined that the rear suspension needs significant work. Customer came back to Thoma demanding a refund. I apologized and informed him that the work he paid for was completed in full. Since there were no workmanship issues or parts defects, there was no refund to be issued. He maintains that the rear end issues are as a result of the collision, but since there is no insurance company involved... there is no one to pay for any supplemental damages. I advised the customer that we would be happy to address his concerns, but it would be at an additional charge. Again, All of the work consented to was completed. The ongoing issues are the result of wear and tear.

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