ComplaintsforAlan Brown Tire Center, Inc.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 14th, 2023, I took our equipment trailer into Alan Brown Tire Center/***************** to get two wheel bearings replaced ''passenger ************** rear''. When i arrived i spoke with a young lady at the desk and was quoted $160.00 plus the cost of parts. I was notified on December 19th that the trailer was ready for pickup. When i arrived the following day to pick up the trailer i was hit with a outrageous bill of $812.32. I asked why and was told that a list of parts were replaced and when i questioned why they where replaced they claimed it was standard procedure. when i asked who gave them authorization to replace the parts that were not asked for, they claimed I did. I politely disagreed and asked when i gave authorization and they said i did when i dropped off the trailer. I didn't see any point of arguing so i politely disagreed and paid a portion on my debit card and put the remaining amount an account. I don't want it to go any further than a refund or be at least met in the middle.

  Business response

  12/22/2023

  On Thursday Dec14th at 5 pm ***** came into our store asking us to look at the ** bearing on his equipment trailer. He told us that when driving from ********* that the ** hub and wheel assembly had come off of the trailer and he had gone to NAPA and purchased a bearing to replace the outer bearing that was missing. On initial  inspection we saw that the ** and ** hub were missing the bearing caps, we discussed with ***** the findings and he was very insistent that he had to get the trailer back to ********* that night, we told him that without disassembling it we could not say whether it would make it. He at that time said he was going to just chance it. Moments later he decided to leave the trailer I asked him at that time if he wanted us to pack the bearings on the front and rear axle and he said yes I then said if we find more on the ** should we repair the broken or missing items he said yes at no time did he ask about pricing and we never gave pricing. We completed the repairs as basic as needed on the ** and packed the bearings on the front and rear axle to get the trailer safe to travel. We sent a text to the number given saying the vehicle was ready on Monday Dec 18th.When ***** arrived to get the trailer on Wednesday Dec 20th we showed him the bill and he immediately became upset and said that we had quoted him 160 to fix it. He then informed us that the trailer was not his but belonged to a company called Horizontal Boring & underground and it would be charged to them. He continued to accuse us of various things that were from previous visits to another Les Schwab that did not involve us. After a short discussion about what had taken place on the day he left the trailer I offered to remove the brake and hub from the trailer and refund that amount and he declined stating that it was OK with what we had done and left with the trailer. He then called back about an hour later and accused us of stealing from him and falsely doing work among other things.

  It is my opinion that he as the ******* on the job was responsible for the maintenance on the equipment and when he told his boss that it had broke down do to lack of maintenance he got in trouble and is taking it out on us.

  Customer response

  12/22/2023

  *** Is mistaken, He for some reason believes I'******************* when I'm part owner of our company. OUR Company is MMG Horizontal Boring *************** Services. Again when i asked about pricing as stated before i was told $160 per wheel bearing plus the cost of parts. I never gave ANY AUTHORIZATION to do ANY OTHER WORK. Then they proceed to lie and say i authorized it it on 12-18-23 at 5:49 PM, i am having my phone records sent to me today but the so-called owner "***" even admitted its false on the paperwork and i was never called to authorize any price change. I never once accused anyone of stealing anything i have multiple people willing to vouge for me i was MORE than polite and then i got hung up on. I've been nothing but polite and reasonable to *** and his fellow employees. I don't wish to seek anything other than a fair compromise. Me as a part owner will always take responsibility for our equipment "hints why i paid partial on my personal card" but i don't find that to be relevant here. As I've stated before i believe we deserve a fair compromise for not only poor-quality work but for how we were treated. I was told by the owner to return so he could replace a ****** and when i returned i was given my old one "which I'm assuming means they were aware i was missing a lug nut and didn't mention it" and was told to have a nice day and left me there basically stranded i had to baby my trailer to a place that let me borrow a tool to put on my Lugnut.

  Customer response

  12/22/2023

   
  Complaint: 21042072
  
  I am rejecting this response because:

  *** Is mistaken, He for some reason believes I'******************* when I'm part owner of our company. OUR Company is MMG Horizontal Boring *************** Services. Again when i asked about pricing as stated before i was told $160 per wheel bearing plus the cost of parts. I never gave ANY AUTHORIZATION to do ANY OTHER WORK. Then they proceed to lie and say i authorized it it on 12-18-23 at 5:49 PM, i am having my phone records sent to me today but the so-called owner "***" even admitted its false on the paperwork and i was never called to authorize any price change. I never once accused anyone of stealing anything i have multiple people willing to vouge for me i was MORE than polite and then i got hung up on. I've been nothing but polite and reasonable to *** and his fellow employees. I don't wish to seek anything other than a fair compromise. Me as a part owner will always take responsibility for our equipment "hints why i paid partial on my personal card" but i don't find that to be relevant here. As I've stated before i believe we deserve a fair compromise for not only poor-quality work but for how we were treated. I was told by the owner to return so he could replace a Lugnut and when i returned i was given my old one "which I'm assuming means they were aware i was missing a lug nut and didn't mention it" and was told to have a nice day and left me there basically stranded i had to baby my trailer to a place that let me borrow a tool to put on my Lugnut.
  
  Sincerely,
  
  *****************************

  Customer response

  12/28/2023

  My "Says ***** because he's the account holder for our cell phones" phone records for 12-18-23 along with photos of the damaged bearing caps. 

  Customer response

  12/28/2023

  Phone Record 

  Customer response

  12/28/2023

  Phone records

  Business response

  01/03/2024

  Not sure why we got this email since a refund had already been given

  Customer response

  01/11/2024

  I understand a partial refund has been given which i will accept but i believe an honest rating of the customer service and ethics of ********************** should be given from the BBB.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I noticed on Yelp that it appears your Newport store seems to miss things alot on other peoples vehicles and that this is just not me that has had this issue. I did not have ******* email so maybe forward this to him? Also my boyfriend was told by the Toledo Les Schwab that when in less then 20 minutes they found the bad A-Arm in was obviously bent and the bolts were loose. This does NOT happen without impact. Which obviously happened in my accident and should of been found when it was inspected the first time by the Newport Les Schwab. I also spoke to my cousin in ******* who is a mechanic and said when fixing the tie rod and broken axle the Newport Les Schwab would have to obviously remove the tire to get to those things making the A-Arm and steering knuckle visible. If my car was with them for 10 days I think its plenty of time to find out all things needing replacement not just part of it. Which I can tell by some of the reviews that they tend to miss stuff on other people's vehicles then other Les Schwabs find it? I do not feel taking the labor off the bill is good enough. My life and boyfriends life is worth more then 200. Is it gonna take an accident there finally liable for? Or someone dieing for the owner to wake up? Or a class action law suit for them to wake up. I have in the 40 years of going to Les Schwab never experience this. Is the owner or yourself ok with your family leaving with your car un safe? Your moto is " Our business is earning your trust".Noone in Newport is earning anyone's trust. *** the manager is the main issue he is rude, not training staff and probably should be fired.Hopefully we can resolve this soon Thanks ************************* This is an email I sent to the corporate office in **** ****** still waiting on a response. Apparently people's life's and almost dying take some time to get back to you.

  Business response

  03/15/2023

  We fixed the vehicle as the customer had requested, just to get it to a body shop to get it repaired after they wrecked the car. 

  Customer response

  03/29/2023

  The vehicle was not fully fixed. It was looked and and not everything was caught and the ******* location. Then the Toledo ****** location caught over a **** dollars worth of more work that needed to be done. This does not happen 2 weeks after the vehicle leaves the shop. The work needed to be done should of been caught at the original ******* Les Schwab location. Even after taking it to another mechanic in ******* ****** we were also told that they did not complete the job. 
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  Business response

  04/05/2023

  We had done what the customer had asked at the time, which was to have the vehicle repaired so they could take it to a body shop to have it repaired after the accident. They had also at that time elected to not replace the wheel and tire that were destroyed since they were taking it an auto body shop to the other damage repaired. We had offered to replace the other suspension items, at a discounted price, that were damaged in the accident with the instructions to take to a auto body repair shop to have a further inspection since the impact was severe enough to destroy the wheel and several items. The customer has stated that they took it somewhere else to have some of the damaged parts replaced. Our understanding is the vehicle has been repaired and the damaged parts from the accident have been replaced.

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