ComplaintsforAddiction Diesel Tuning and Fabrication LLC

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid Addiction Diesel Tuning and fabrication LLC on 04/26/2023 the amount of ******** for services rendered including repairs to my vehicle. The business that we had conducted was originally for the replacement of ball joints for my 2000 **** Excursion, during the course of the work I was contacted by the shop and informed that new wheel hub/bearing assemblys as well as new front shocks were also needed as they had indicated significant wear and tear and required replacement. I authorized the additional repairs and paid for the services rendered. At that time, I took custody of my vehicle and drove it home with no difficulty. The vehicle them made a trip of approximately 230 miles and at the end of said trip it was noted that there was a rubbing sound coming form the left and right areas in and around the front tires, the same locations and indications that I had before my repairs. At this time I investigated the issue and discovered that the oil seal for the left and right outer axles were shredding and the damage was visible on the inner side of the wheel axle, I then took the wheels off and made a more detailed inspection and discovered that both the left and right front wheel hub/bearing assemblies were improperly installed which caused the outer axle seal to heat up and fused to the outer axle shaft, which rendered them inoperable and requiring replacement. during my investigation of the right side I discovered that the right upper shock mounting hardware was not installed correctly and had no thread protrusion. all claims i have made a re supported by photo and video evidence. I have since contacted the business by email and phone, I have not had a reply on either medium.

  

  Business response

  09/21/2023

  Hello, I was contacted by a BBB representative that my response was necessary for this complaint. I'm not sure how this one slipped through but also the only option I see available to me is responding back to BBB, so I am not sure if this is the proper action I need to take or not. With that being said, unfortunately we have come across a few wheel bearings from a manufacturer, that we commonly use, that have turned out to be defective wheel bearings and had to warranty them. Unfortunately new parts aren't always good parts, and we can only test drive a vehicle for so long. Every automotive shop will tell you they run into defective parts situations at times, but that's what warranties are for. We do have a 1 year ****** mile parts and labor warranty on all repairs, which is listed on our invoices, to protect our customers from defective parts. I am not sure how we missed the calls and emails from this customer, but aside from our standard warranty procedures, that would have covered the customer free of charge, I don't know what other service we could provide. Along with that if the customer replaced the parts that we installed we are no longer able to warranty those components back to our distributor either.  

  Customer response

  09/28/2023

   
  Complaint: 20395043
  
  I am rejecting this response because: As my original complaint stated, I am only seeking reparation's based on the damaged caused to both driver and passenger side inner axle seals, which once destroyed caused further damage to the inner and outer axles which required replacement due to improper installation of the the outer axle seals. There has been NO FAILURE of the NEW parts installed. I did state that I suspected that they were installed without the proper tool and were instead installed by using the hub assembly in the place of the proper tool, which would give the results that eventually occurred. I Never indicated that the new parts were in any way damaged, this response also does not address my further concern that the passenger side upper shock mount had not been properly tightened, this is I expect in a honest oversight by the responder but still requires attention. Once again I am only seeking to resolve the issue with the labor that was charged for and the subsequent cost to myself in new parts to replace the old destroyed parts which resulted from the improper installation practices. 
  
  Sincerely,
  
  *************************

  

  Business response

  11/08/2023

  I apologize for my delays in handling this concern. For some reason I am not seeing the response notifications until it is a final reminder email.  I can promise I will be more diligent to handle your responses in a timely manor. 

  Our desire is to handle this concern to a standard that is a win win situation on both our behalf's. As expressed previously, we know things can happen that is not detectable upon our normal test drive allotted times. So please understand that the most effective way for us as a business to handle these situations is though our warranty processes and procedures. I also understand we are past the point of that avenue being a viable solution for this specific complaint, as necessary repairs have already been completed by yourself. With that thought I will have to agree on the statement of the upper shock strut mounting nut not being properly torqued to specifications being an oversight. Our general QA systems usually mitigate things like that happening prior to customers being contacted that their vehicles are ready for pickup. We do find this very embarrassing as it does not fall within our usual maintenance practices. 

  To move forward to a win win resolution, it maybe something I missed but, I have not seen a monetary value of what you think is a fair refund amount. If we can come up with an amount that is fair to both parties, would you be open to consider compensation via shop labor or services IE. fluid changes, flushes, labor towards maintenance, etc.

  We truly hope we can come to an agreeable resolution that not only resolves this complaint but also keeps you feeling you can trust Addiction Diesel for any further maintenance or repairs on your current or any other future vehicles.

  Thank you so much for your business

  Customer response

  11/09/2023

   
  Complaint: 20395043
  
  I am rejecting this response because: I am addressing the claim that I did not specify a reasonable compensation amount. I have calculated my expenses for replacing the faulty components resulting from the incorrect installation. The total cost, including sales tax, for materials and parts is $580.26. Additionally, I am seeking reimbursement for the labor involved in the process. After researching the standard time expectation for the job, I find 3 hours reasonable, and a labor rate of $100 per hour aligns with the prevailing rates for skilled labor in this region/state. Therefore, I am requesting compensation totaling $880.26. I believe this amount is fair, considering the additional materials and time required due to the improper installation that led to this situation.
  
  Sincerely,
  
  *************************

  

  Business response

  12/15/2023

  I do not find the requested amount unreasonable, however coming up with additional funds to refund customers can take time. I would be willing to offer a labor credit of 10 hours which would be $1,750.00 if there are any repairs or upgrades you are in need of or looking into for your Excursion. I understand your experience was troublesome, but I would love to earn back your confidence in us and prove that the experience you had is not what is to be expected from our shop. Please let me know your thoughts on this option. Again, I definitely want to have an outcome that is a win win for both of us on this situation. Thank you. 

  Customer response

  12/18/2023

   
  Complaint: 20395043
  
  I am rejecting this response because: I no longer wish to continue traveling to ****** for vehicle services. I have recently found a local shop near my home that consistently provides excellent service. Consequently, I no longer require any credited labor from your establishment. I kindly request a refund for the previously stated amount, and I hope we can mutually agree on the terms for parting ways.  
  
  Sincerely,
  
  *************************

  

  Business response

  01/16/2024

  I am currently unsure of how to properly resolve this complaint/issue at this point.  I have provided the options that I can accommodate for reimbursement for the customer, my issue is I don't have the funds to give out almost $1000 as a cash payment. The customer elected to not utilize our warranty program and we don't offer to elect a cash reimbursement instead of warranty.  I would greatly like to help this customer out and settle things mutually, but I literally do not have that kind of capitol available to resolve this as they have requested. Any advice or guidance would be greatly appreciated.

  

  Business response

  02/28/2024

  I totally understand you have found a shop that you are comfortable and happy with in your area. We want to provide a resolution that works for you, but we currently don't have the previously stated amount in excess funds to provide. Is there a possibility you have some aftermarket components you have been considering getting for your Excursion in that price range?  If so, I could possibly work something out with one of our vendors to accommodate and give it gives me the flexibility to put it on my account.  

  Customer response

  03/05/2024

   
  Complaint: 20395043
  
  I am rejecting this response because: I Have been clear and upfront about this from the beginning. I do not have the resources and the flexibility to install or pay to have installations done on my vehicle. I am a disabled veteran that is mostly unable to conduct normal mechanical manipulations due to my injury's. I am requesting that the amount previously agreed upon be provided by you. I understand that this may not be possible at this time, I however, have been in communications with you for a few months now and think that we need to put a date on this in order to move this forward. Please provide a date that you will be able to pay the amount that we have agreed on. Thank you. 

  
  Sincerely,
  
  *************************

  

  Business response

  04/24/2024

  I understand your situation and appreciate your patients I would assume we will be able to get this payment out by the end of August.  We will contact you as soon as we can make this happen.  Thank you so much again.  

  Customer response

  05/06/2024

  Hello, 

  I have check all of my incoming email for the dates from 23APR to 26 APR and have not found any communication from the BBB in any form, I have checked my inbox, junk, spam, and other folders to ensure that it had not been redirected. 

  I have reviewed the businesses response on 24APR24, and I do accept their response of "I understand your situation and appreciate your patients I would assume we will be able to get this payment out by the end of August.  We will contact you as soon as we can make this happen.  Thank you so much again.  " 

  I agree to this being an acceptable resolution to this situation. 

  Thank you. 

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