Complaints

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• Initial Complaint

  Date:22/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 November 16 I dropped my car off at 11:30 am for my 2:00 pm appointment to get my tires switched to my *******. I received a call around 3 pm that they were just starting but could not find the lock nut. They sounded very rushed as they close at 4 and were running late. I brought it to them and when they were using it, it broke. This is because they were using a machine to remove the bolts and with a lock nut you are not supposed to (as per ***** I received a call at 3:30 to tell me this and the only way they could get them off was to use the standard bolt remover but it is possible it could scratch the bolt area. I had no other option so I said yes. When I picked it up, there was a dent and some scratches. They said they would not charge me for the tire changeover but they did not advise at any point in time that they would not repair any damage they caused. They also could not get one of the tires off as one of the bolts actually broke so I had to come back for them to try and get that out. They were clearly rushed and not being careful in their work. I called in the meantime and asked about repairing the rims and they said that because they said it could scratch that they wont fix it. Not once did they say they would not repair resulting damage. I went in the get them to finish the job (at their request as they obviously left a tire and broken bolt sticking out) and then upon leaving they wanted to charge me $89 for time and supplies to fix the bolt that they broke! I refused as I was told it was free of charge due to what happened and it was their mistake. They insisted on charging me $7 for the bolt that they broke. So now, Im left with damaged rims and would like them fixed. I also can no longer have locking tire bolts because they broke the key for it. I would like that replaced. The fact that they did such a poor job and then wanted to still charge me for it is appalling.

  Business Response

  Date: 06/12/2024

  The car was in-fact dropped off on time we did bring it in on time, the wheel key was not inside the car we called to have it brought down and she did end up bringing the key down for us to remove the lug nuts. While removing the lug nuts the inside of they key broke. We have been using impact guns with this style of key for many many years and from time to time wheel keys tend to brake. This is the reason we always recommend removing wheel lock nuts and replace with standard type lug nuts. When this happened we call the customer and explain that her wheel key broke we can still remove them but there is a chance that in doing so the the wheel can end up with a scratch. It then becomes the customers choice to proceed or take elsewhere. Our intention would never be to damage any rim but it can happen and this is the exact reason we called for approval before we start this process. She did agreed to have us go ahead and remove them after we explained the possibility of damage. So we did as we always do, tried to remove stuck nuts with our reverse thread socket to no avail. We then tried another style of socket and that also did not work. Our last attempt to remove stuck lug nuts is with an air hammer and a punch. Three of the four nuts ended up coming loose. In doing so her rims did get a bit of a scratch on the area around the locking nut. One of the lug nuts was so tight that even after tying all three options of removing the nut it still would not come loose, We had her return so that we could then go in with a drill and drill the stud out remove the nut to install a new stud and nut. Of course we felt bad about what happened and came to the decision that we wouldn't charge her for her change over because she was so upset with us that this happened(replacing the stud was never talked about being no charge), even after her approving the work and agreeing to proceed knowing the risk. She did call back and ask about the repair and demanded that we repair her rims. We did not agree to do any part of the lug stud repair for free, we ended up charging her our cost on one lug stud and agreed not to charge her to do over two hour of work on the removal and install of the new stud all in an effort to try and keep her as happy as possible. Again she approved the work, she agreed for us to attempt to remove the locking nuts even after we clearly explained the risks involved in this process. Never once did we say we would pay to repair any wheel in the event something does happen. I do understand that she isn't happy but in my opinion we had taken every action we could to make sure she knew what the risk before starting any of the work. Never once did we try and hide or be dishonest with any step of the process. We were very up front right away with the risks. I feel as though we did handle the situation professionally and honestly.  I do also see it from her side of the story, its a newer car and it now has some very minor damage to the wheels, I also understand that she is upset with us. Had my employee done something without approval in advance, had they lied or tired to hide what happened from me as the owner or her the customer I would have considered doing something more that we have already done. As I said before he was very transparent from the beginning, he talked to her and told her exactly what "could" happen before any work was started.