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:07/12/2023

  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.

  Hello:
  
  The story:
  On Nov. 29, I directed to this business to fix something broken in the exhaust system of my car, ******* 2006, due to much noisy sounds happened suddenly coming from the exhaust.
  I expected the muffler would be replace by a new one and the cost would be about $300.
  After inspection, the technician showed me the holes in the muffler which was the cause of such noise and recommended to be replace by a new one. I accepted. Then, the seller told me the cost. Actually, I didn't hear him well.
  On paying. I got super shocked when I saw the number on PIN pad that exceeding much my expectation. It was $1,580.87. I said, “this is too much, the market value of ******* is less than this number, odometer of my car is 250000 km”. To end this situation I paid, got receipt, description of work done, and left.
  After arriving home, I read the description which was as follows: 2 pats replaced. First: converter, cost $1100. Second, muffler, cost $299. I didn’t know what converter is. I discovered converter filters out harmful byproducts, burns them out to decrease air prolusion. I was shocked, I went there to fix the muffler not to decrease the pollution in the air.
  I went again to Zoro again on Monday Dec. 3rd, asking to return this converter and to get refunded. The seller refused my request and explained his point of view. Also, I explained my point of view which was contrary to his.
  He ended the conversation by saying I am not arguing with you anymore.
  In conclusion, I am mistaken to some extent but, Zoro added unnecessary work by his own and cost me more than triple. Moreover, when he finished the work, he didn’t invite me to see what was done contrary to the others who invited to check what was done in their cars. I expected to be treated with respect like others when invited to see the work done in their cars.
  Regards

  Business Response

  Date: 19/01/2024

   This is a response to complaint ID # ********. The customer had his vehicle, 2006 *******, inspected and we found multiple exhaust leaks. There was a large leak in the front catalytic converter, and there was multiple leaks in his muffler. We proceeded to show the customer under the car where the leaks and the sound was coming from. We explained to him the cost of both items. Catalytic converter, $1100 plus tax. Also the Muffler, $299 plus tax. He told us that if that is what is needed, then please proceed to fix his car. We replaced both parts as stated. When it was time to pay he acted surprised about the amount, but it was the amount that was discussed. He paid the invoice. His car was fixed and silent just as we said. He then came back a few days later to say that we did work to his car that was not necessary, which is odd because we showed him visually and explained to him verbally what was needed to repair his car. He still has a 1 year warranty on the catalytic converter, and a lifetime warranty on the muffler. Once the parts are used there is no return policy. Unfortunately we cannot give a refund and take this part in as a return.

  Customer Answer

  Date: 24/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Their explanation is their point of view. Mine is, how a car 2006, millage 250k, with an old marked hit, dent happened 4 years ago on driver door with rust started deserve to spend all that money.

  My second point, the cashier's voice was low to hearvthe number. My communication with him to explain what car needed I couldn't figure out because my English is broken, speak English as second language. Then, he called his assistance who took me to the car to explain what car needed. The assistance didn't mention anything about cost.

  My question what is the logic to spend all that money  on a car with that description. I saw the number for first time on the PIN pad. I had no choice. Why he didn't write the number on a paper to show me before procedure. I went to him 8 years ago with former ***** for the same reason, that noisy sound. The cost was not more than $300.

  I influenced by my former experience and assumed the honesty with one of their client.

  Thank you,

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

  Business Response

  Date: 01/02/2024

  Hello,

         The price for the repairs on this vehicle were very clearly explained. If the customer had a problem hearing or understanding the price, that is his responsibility to explain to us that he does not understand, or didn't hear what was stated. This customer speaks very clear English and in our video shows that he clearly understood what was needed on his car. We do not pressure any customers into doing repairs, if a customer does not want the repair done it is a free estimate and they are free to go. If he thinks it was a poor decision to fix an old car, then that was a decision he should have made before he approved the work. We are not responsible for feelings of regret after purchase.

        -Zak

        Manager