Complaints

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• Initial Complaint

  Date:24/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, June 21, 2024 I called Advanced Auto to diagnose an issue I was hearing from the front driver's side of my car. I described it as a worrisome sound, not coming from the engine and asked if they could take a look and top off fluids for the remainder of my 460+ mile drive to ********, **. I brought the car in and they put it up on a lift that. set the car on its tires. They s aid they. "road tested" it and that the oil was low and "the front left CV joint shaft" was compromised, but that I could safely drive to ******** before it needed repair. Not 10 miles after driving out of the mechanics did the sound become worse and each mile I drove, it got worse. The mechanic failed to check my lug-nuts and as consequence, I lost 2 of them and was down to 1.5. I had been erroneously led to believe it was my CV joint and was relying on that assessment to drive 55 - 65 mph on the freeway over dangerous overpasses. I barely limped through the ** border and it cost me and additional $1200 to rent a U-haul truck and tow dolly to get it back to ********, **. If they had done their most basic job and checked and tightened the lug nuts and not provided me with an inaccurate assessment, I would never have been in such grave danger and spent an additional $1200 to rent a truck and tow dolly. We contacted the owner to relay what had happened and asked for a refund for the work, but they denied us. We are asking for refund of the $104 US and the $1200 for the unnecessary truck and tow dolly rental.

  Customer Answer

  Date: 26/06/2024

  I will only request the refund and contact a lawyer for the other compensation.

  I will add this, too: I called and spoke to the owner whom I relayed my situation and concern about my car to. I relayed that the worrisome sound only happened after I was going 25+ mph.

  When I arrived the owner was gone and had not relayed to the staff that I was coming and what the concerns for the car were. Another person on staff from the one who checked me in was the one to "work" on my car. 

  The owner stated they took it for a "road test" and openly admitted this was done at 20 mph - so the mechanic who worked on the car could not have even heard the sound I had described, much less addressed it. Additionally, I had left explicit instructions for them to relay the issues with my husband, whom is an expert on the car. The owner told him it was only low on oil and never mentioned the CV joint or any other potential issue. 

  Once the car was home, it was clear the only issue was loose (then missing) lug-nuts. 

  Please proceed with my complaint requesting only the refund. 

  Customer Answer

  Date: 02/07/2024

  I have already stated in a previous response that we are only looking for a refund of the $104 US that we were charged by Advance Auto. 

  Please proceed with complaint. 

  Thank you.

  

  Business Response

  Date: 04/07/2024

  when customer originally called to book appointment I told her we were very busy, but we could have a quick look & listen to see if her car would make the trip. when talking to her, the description of the noise made me think the noise was from engine. I wasn't here when she dropped car off. when the tech drove the car into the shop the engines  lifters were rattling terribly, so he checked oil level & topped it up, it was down 2.5 liters. it only holds 3.78 liters total. After adding oil the lifters quieted down substantially.  We raised the car on a hoist to inspect for oil leaks and noticed that the front left cv shaft was in poor shape.  On a test drive we heard a clicking sound that is common with a worn cv shaft.  A number of days later I talked with the customers husband and relayed all of this information to him.  There was no mention of reimbursement and had their been, I would have reimbursed them at that time. Since then I have sent them a cheque for $200 to cover the invoice amount of $142.07 and any exchange costs involved.  I called and left them a message for them to call me back 2 days ago. so far no responce

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21894894
  
  I am rejecting this response because:  neither my husband or I have not received a call, voicemail email, nor a check in the mail. 

   

  My husband did ask for a refund and we were denied. This is why we went this route. I will not close this case until we receive a check refund in the mail. Since it is the US holiday weekend, it may still show up by Tuesday. 
  
  Sincerely,
  
  Kalliste ****

  

  Business Response

  Date: 08/07/2024

  the day i first recieved the complaint i did leave a message at ************, i also sent a check via canada post, it my take some time to arive as they are not to speedy. i did not refuse to refund when talking to her husband. i have never in my 35 years of doing buisiness had an unsettled complaint &  dont plan to start now. i hope this resolves  the complaint. i have not heard from complainent since file was started.  *********************