ComplaintsforArnold's Service & Towing

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had vehicle towed to business 12/04/2021, requested written estimate of repairs needed. I was not informed of any updates so I called business on 12/10/2021 and ask for any progress on estimate. Was informed vehicle was in shop at that time being reviewed. Received phone calls on 12/13/2021 stating car was complete and **** was $900+. Auto repairs were done unauthorized. Establishment failed to supply a written estimate of repairs, nor attempted to reach out with repair estimates. Phone number was supplied. Proceeded to repair any finding they came across. Upon discussing **** and repairs I agreed to pay for towing and one repair, however business would not comprise. Requesting reimbursement from business for **** paid.

  Business response

  12/22/2021

  n December 5 I received a call from a gentleman who broke down on Highway 21 and was in need of a tow. I responded to the call and he advised me he was going down the road and the vehicle started making a noise in the rear of the vehicle and was not driving right.

  As I loaded the vehicle I could hear a grinding noise coming from the left rear wheel.In transit to our shop the driver told me that he had work done recently with brakes installed and was told he may have a bad wheel bearing that needed to be replaced.

  When we unloaded the vehicle at our shop the bearings were falling out onto our flatbed and rolling onto the ground and the wheel was loose and tilted outward.

  I advised the gentleman that the left rear wheel bearing was bad and he saw the ball bearings falling out also.

  He then advised me verbally to fix and replace the wheel bearing as he needed it for work.

  Tow ins we try to work in between appointments and I advised him of this and he had no problem with that.

  I asked him for his phone number for contact at which time his wife said to call her and would not provide his number.

  We got the vehicle in on December 10th to confirm that the wheel bearing was the issue.

  On December 10th the wife called our shop and wanted an update on the vehicle and my wife advised her that we had the vehicle in and we were working on it and wanted to know when it would be done.

  She at that time said nothing about what any of the costs were but wanted to know when it would be done.

  In the process of the wheel bearing going out it also broke the parking brake shoes because of the bearing being that bad.

  I checked all 3 parts stores here locally and nobody had them so I ordered them and they came in on Sunday.

  I went and got the shoe kit and came in on SUNDAY yes SUNDAY to finish the vehicle and road test it.

  I prepared the work order and called her number on Monday morning to advise her that the vehicle was ready for pickup.

  They showed up at our office and she was upset that repairs were being done without HER approval.I advised her that I had talked to her husband when I towed it and he verbally gave me the permission to proceed with the repairs.I then showed her the parts,the bearing was in 2 pieces and the parking brake shoes that were broke.

  I offered her the option that I would get the vehicle back in and reinstall the bad bearing and they could call a tow tow truck of their choice to take the vehicle where they wish.They would only be responsible for the towing costs off Highway 21 to our shop.

  Then SHE advised me that she had no issue with the towing and the bearing HER issue was with the parking brake shoe kit.

  Again the bearing was so bad that it broke the parking brakes shoes and needed to be replaced which I also showed HER.

  I then offered to refund HER the labor to install the parking brake shoe kit and she appeared to be ok with that.

  With the bearing removed the labor on the shoe kit came to $28.75 which I refunded HER.

  She then signed our work order number 003956.

  This entire time her husband stood mute and never said a word.

  In closing we are a small business and have been in business since **** and live in a community of ***** people and the word gets out if you take advantage of the motoring public.That is not what we do.

  In my opinion there seems to be a serious communication issue with the husband and wife in this case.The entire time he stood mute in our office.

  I gave HER options with the repairs and in the end I assumed that she was satisfied with what I offered her.

  I have helped many people in my life not only as a tow operator and business owner and also as Fire Chief in our community and have a very good reputation.

  Attached is the work order that she signed.

  
  

  Sincerely,

  
  

  
  

  
  

  
  

  
  

  ********************* - Fire Chief

  Erv's ****** Area Fire Protection District

  ***********************************************************************************************************************

  Phone - ************

  Cell - ************

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