Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On Thursday January 30th i noticed my tire was flat when arriving to work. Upon arrival i was talking to a coworker about the incident and he offered to use roadside assistance since he is allowed to help people other than just himself. Upon arrival of the driver i spoke with him, gave him the donut located in the rear of the car and went back inside to continue my work. During break, i stepped out to my car to move it closer to the building when i noticed my tire would not move at all. We were unsure of the issue and chose to get a new tire from ******* to replace the old one. On Sunday February 1st my father and i began removing the donut when we noticed not all of the bolts were fully seated within the wheel. Upon closer inspection we noticed the wheel was not properly flush with the hub and that the driver of the tow truck company had installed the studs without checking to see if the were cross-threaded. I contacted the driver and asked him what tool he used and he admitted to using an impact wrench to install the studs causing studs to be stripped as well as stripping the hub. The company offered to repair and tow the vehicle free of charge to their shop. Upon arrival of the tow truck the driver had hand tightened 3 studs into the wheel due to then not being able to go in. While backing the car onto the truck the studs came off the wheel causing the car to be dropped onto the tire leaving damage to the driver fender. Throughout the week from 2/3/25 - 2/7/25 i was told that the car would be repaired the following day. On Friday 2/7/25 i went to the shop to get an explanation. Upon arrival i was greeted by the owner of the tow company who informed me it was not their drivers fault and that it was due to the stud size of the original wheel causing damage and stated Audi makes specific studs for donuts. After leaving i directly went to Audi of Roanoke and the service department said they do not make studs just for the donut. They are denying rental reimbursement.

  Business response

  02/18/2025

  The customer failed to tell my driver he had wheel spacers, handed him the lugs, which were entirely too long for the steel wheel he spoke with the repair facility. I told him we would bring it back. Look at it and see what was going on upon arrival. We determined the customer gave the driver The wrong lugs for the type of wheel being put on, we ended up replacing a $1000 worth of parts because everything was corroded in bad because of him having the law wrong, lug nuts. I told him he was responsible for at least half of the parts and my driver was responsible for the other half. There was no damage to the Fender, by the tow. Truck driver I have multiple pictures.My phone number is ********** if you would like to call me

  Customer response

  02/18/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The towing company refused to compensate for rental fees for my family needing to rent a vehicle. I am under the age of 25 and not legally allowed to rent anything. I have the PDF aswell from both rental agreements  where my family had to rent cars twice to be able to get to work. There is also CCTV footage of the car being loaded onto the flatbed where its shown that the vehicle dropped onto the fender causing damage and knocking the fender out of place and it is no longer flush with the car. I did not hand the driver anything other than the donut and only spoke with him briefly before he began work on the car. This company has continually gave me reasons as why it is not their fault and why they shoukd not have to pay when all this was supposed to be a simple 30 minute job.  ***** ******

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