Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/01/2024

  Type:Customer Service 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.

  Sept 14, 2023 I called Brookside to request an appointment to install a rear engine mount and power steering pump and lines on my 2012 Chrysler. I was advised the job would take 3 to 3.5 hours. I supplied all the new parts to the garage. Sept 18 they carried out the installation. When I went to the garage to collect my car I was presented with a bill for $952.78. (8.5 hours labour). I was not contacted by the garage to alert me to any issues and that the quote would not be honoured. When I questioned the labour hours I was advised the mechanic had some trouble with the engine mount. When I persisted in my complaint concerning the difference in the quote to the actual bill the customer service person did reduce the bill to $788.91 (7 hr labour). I requested to speak with the owner, only to be told he was not available and he would contact me. Over the following weeks I made 3 trips to the garage requesting to speak to the owner only to be given a different excuse on each occasion on why he was not available. On each occasion I was assured that he would contact me to discuss the issue with the bill . I have yet to hear from him.
  I have spoken to 3 garages who were astounded that it took a mechanic 8.5 hours to complete the work I was billed for (even given the year of the car.) At most they stated 4.5 would be the absolute most that the job could take to complete, and this would be under extreme circumstances. They suggested either the mechanic was just out of school and inexperienced or the garage was overcharging hoping there wouldn't be a complaint. I have yet to hear from the owner.

  Business Response

  Date: 02/02/2024

  Thank you for email - apology for no reply as email went to spam folder.  

  Customer spoke with service writer re this job - stating she was unhappy with other garage and had own parts that she would like installed.  We did not diagnosis vehicle or see vehicle prior to this work order.  Service  write (+15 years experience) informed customer that estimate to complete job would be around 4 hours pending no issues and subject to change.  Having not seen the vehicle we could only estimate based on job completion on vehicle having no issues. 
  
  Once vehicle was on ramp - it was noted that there was substantial rust - vehicle was an older car with over 200k.  Technician had to use torch (customer not charged) and penetrant due to seized parts.  The job took extra time.  Quotes/estimates are always subject to change especially on jobs that our technicians are not part of the diagnosis.  This job took extra time and was completed successfully.  The technician that complete job has over 7000 hours of work experience and is a 4th year apprentice - he is qualified and experienced to do the task.  

  Customer called throughout the day and was notified that the job was taking longer due to the condition of the vehicle and the parts being seized.  

  We discounted labour and also never charged for torch which is upwards of $40.

  We stand by our workmanship - we notified customer during the job and spoke with her after explaining in detail why there was additional time needed.  We have been operating since 1975 and always give our estimates/quotes noting to customer subject to change.  When dealing with older vehicles especially, technician never can tell what parts may be seized or even break during the job.

  Any further questions or concerns please feel free to contact

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

  **********

  Customer Answer

  Date: 02/02/2024

   I am rejecting this response because:

  I've concluded that there will be nothing gained on my behalf in pursuing this issue any further. Customer satisfaction obviously is not high on this company's agenda. I still maintain that I was grossly overcharged for the repair work completed, which was considerably more than the estimate I was given over the phone (at which time I clearly identified that the car was a 2012 model.) At no time was I informed that the mechanic had encountered any issues with the repair. When I called to inquire on the progress I was simply advised when my vehicle would be ready for pick up. 

  The respondent is incorrect in stating that I was unhappy with my previous garage. In fact they have been extremely professional in performing required work on my vehicle, and I am more than satisfied with their service. The power steering on my car required immediate repair which my garage was unable to assist with as they had no openings available. I would not hesitate to recommend their services as they have proven to be efficient, reliable professionals; unlike the service I experienced with Brookside Services. 

  Thank you for your assistance on this matter. 

  Kindest Regards,

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

   

   

  
  
  
  

  
  

  Business Response

  Date: 05/02/2024

  Hi ********* 

  We are very sorry you feel this way and thank you for taking the time to bring your issue to us.  We take customer service very serious - being in business for almost 50 years proves our record.

  It is unfortunate you feel this way but we respect your position.  We did discount your labour and not charge for items used during the job.  

  If you accept, I can offer you a further discount on labour ($85 instead of the $95).    If this is satisfactory, please reach out and I will inform my service writer to issue credit on your account.

  Again, we are sorry to hear you are unhappy with us - this does not happen often, thankfully.

   

  Customer Answer

  Date: 14/02/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21119444, and find that this resolution is satisfactory to me.

  I am grateful for the response from Brookside and their offer to provide a credit to my account. Should they wish to communicate directly with me, please feel free to provide them with my email address. **********************
  

  
  

  The lack of a response to my three(in-person) inquiries at their garage in the fall of 2023 left me with no option but to communicate my concerns to Better Business Bureau. A follow-up phone call, in the fall of 2023, from Mr./Ms. ******* could have alleviated the action I felt this issue warranted.

  
  

  I appreciate your assistance in this matter.

• Initial Complaint

  Date:03/11/2023

  Type:Customer Service 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.

  Re: Damages to all four, rubber door seals on 2022 ***** Accord EX-L
  Good day, the ***** accord was purchased around March of 2022. On July 25th, 2022 I attended Brookside Service Station and had the Rust Check application on this vehicle. Of note, there was NO issues with the door seals or anywhere else on the vehicle after this application process.
  
  On Sept 22, 2023 I attended BrookSide Service Station to have another annual application of Rust Check completed on my ***** Accord. I picked up the vehicle the same day and noted an overspray of Rust Check fluid on the interior door panels and seals which I had not seen in prior applications of other vehicles I have owned. I wiped off the door panels and cleaned it off. A short time later, I noted the door seals were coming off on all four doors in various places. I scheduled an appointment at Clarenville ***** to address a number of issues including the four, door seals. On Oct 24th, 2023 the vehicle was serviced at Clarenville Honda. Based on the inspection of my vehicle door seals by a licensed mechanic, he indicated the door seals had not been spray with any type of silicone protectant and had been damaged by the Rust Check application. He noted the seals were disfigured and soaked with oil. The mechanic indicated all door seals will need to be replaced. He provided an estimated repair cost of $300 for the door seals and another $200-300 for labour costs.
  
  Several days later, I sent an email to the general complaints address at Rust Check Canada explaining what had transpired.
  
  On Oct 31, 2023, I received a telephone call followed by an email from Mario Segreti of Rust Check International, Mississauga, Ontario. He indicated to me that the only resolution he could offer was a Free Rust Check as a “Goodwill gesture ONLY”. I explained the warranty and application process was not explained to me and it was not done properly by the mechanic. I have since contacted him to decline this offer.