ComplaintsforTom's 4X4 Superstore
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Complaint Details
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Initial Complaint
05/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I dropped my truck off on may 2nd they diagnosed it told me how they were going to fix it. Picked it up the next day paid $401.49 got in my truck drove it off the lot the problem was significantly worse. Have been without my truck since may 2nd picked it up today and he tried to make me pay full price for the actual problem. And didn’t even think of taking 400 off until I made a ******** post saying not to go there. Then when I picked it up today I discovered a huge crack in the windshield that was 100% not there when I dropped the truck off on may 2nd and wasn’t there on may 3rd when I picked it up from the first “diagnosis and repair” I want a new windshield and I want them to pay for the tint that was on the windshield that was damaged while in their possessionBusiness response
05/25/2022
Customer originally came by and dropped the truck off on may 2nd after leaving another mechanic bc they couldn’t fully diagnose the problem (customer also brought this same problem to us over a year ago and our diagnosis was inconclusive at that time). We test drove the vehicle and found part of the problem, the vehicle had been lifted several inches and was making the drive shaft come in contact with the carrier bearing housing. During the test drive, the technician also noticed that windshield had a crack in it and noted that on the inspection ticket. We fixed the obvious problem with the bearing and my technician drove the vehicle for over a half hour with no noise. Customer picked up vehicle and didn’t make it home before sound was worse. We re diagnosed the problem and now that the carrier bearing had been replaced this allowed for the drive shaft to have proper movement which exposed another issue; due to the truck being driven with a faulty bearing for over a year, the slip splines on the shaft were significantly worn and they stripped off. This issue was not discovered initially because of the bad bearing.
We informed the customer that he would need to have a drive shaft made and that we could facilitate that for him. I informed the customer that since we do use an outside service and this wasn’t a scheduled occurrence I couldn’t him a definitive time line, customer called daily and we updated him that Chattanooga Driveline had to source parts for the driveshaft and we were in line to have it completed. We received the driveshaft back and reinstalled the driveshaft re test drove the vehicle and problem was gone. We called the customer and informed him of his invoice total. Customer was very frustrated that he had to pay for the original invoice (initial diagnosis and fix) and then the new one. Customer became very upset and accused of us misdiagnosing the problem, I explained the problem was so severe there was no way for us to know both problems existed at the original diagnoses. To ease the situation I told the customer I would sell him the parts at cost offsetting the nearly 400$ invoice he had originally with us. The customer paid the invoice and hung up. Customer picked up the vehicle after we had closed (we had discussed this and I had hidden the keys for him to pick up). We still had employees here that heard yelling to look outside and see the customer yelling profanities at the building and then doing burnouts in our parking lot. At the end of the day we went above and beyond to fit the customer ahead of others (our currently booking is 3 weeks from time of appointment) diagnose and fix his problem and when he became upset we took a large hit on the parts to hopefully salvage the relationship.
Customer response
05/25/2022
I am rejecting this response because:
Yelling profanities at the building and doing burnouts in their parking lot is a complete lie. If they have surveillance cameras that can be proven easily. All I wanted out of this was my windshield fixed. I didn’t ask for a price break on parts and labor. I just wanted the job done right the first time. I even suggested a new drive shaft the first time I brought it by but Matt insisted that wasn’t the problem. So they decided to take a grinder to the driveshaft and charge me $400. Didn’t even make it a mile down the road when I discovered the problem was worse! I’m disappointed that there is no accountability on their part. They claim there was a small crack in the windshield when I dropped it off but didn’t care to run that by me before they started working on it. They also didn’t care to tell me that the alleged small crack that was “already there” got bigger. If they knew there was a crack in it to begin with why not mention that it got worse? Poor communication in my opinion. I’m under the impression that this issue will not be resolved and I’ve accepted that. I just thought this situation should be brought to light. Thanks anyway.
Sincerely,
**** ********Business response
06/10/2022
Again, we apologize that the customer feels like we did not fully service them to their standards, we tried making this a easy as possible transaction given the circumstances of the repairs. i hope in the future we could re-earn ***** business as i never want to leave a bad lasting impression.
matt
toms 4x4 superstore.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.