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:Service or Repair 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.

  In mid-September, 2023, I brought my vehicle in to Paragon Auto Service. I needed to get an issue with my brakes diagnosed and fixed as they had been making noises. The process was swift and excellent. Customer service was good and the repairs to my car were timely. I was informed of the diagnosis, recommendations, and prices ahead of any work done. Work on my rear brakes was completed mid-September.
  
  In late November/early December, my brake light came on. I was originally unsure if this was a temporary glitch due to temperature changes, so I left. Soon enough, I entered a very busy period of life. As a student, I had final exams during this time. I could not have my car out of commission for several days when I needed to get around so urgently. I also knew that I would be returning to my hometown after final exams, and the local technician there could determine the issue.
  
  While I had warranty on the service and parts through Paragon, I did not think that the brake light came on due to the work that they had done. I had assumed it was the front brakes, or something else altogether. Yet when I took my car in to the technician in my hometown, I was told that the rear calipers were rusty, old, and leaking brake fluid–even though I had been charged for these parts at Paragon and informed that they were replaced. I did not have any auto work done in between these two instances, besides a winter tire changeover at ******. My local mechanic was certain that the calipers had not been replaced and were causing the brake light to come on.
  
  When I phoned Paragon and brought the issue up, I was met with immediate defensiveness and hostility. I politely inquired if a mistake could have been made somewhere down the line. I was respectful and understanding, but the front desk lady was abrupt, dismissive, and did not help me resolve the situation or offer me any solutions. I received poor customer service and was left helpless, intimidated, and paying for the same repairs twice.

  

  Business Response

  Date: 11/01/2024

  ****** ******** did indeed have his car here on Sept 14, 2023 for brake work, Invoice # *****.  We did replace both rear calipers with Reman units From ********** ********** Inv # ******* The Disc brake rotors and pads were also replaced at that time.  The failed part in question is the brake caliper (s) that have a 1 year warranty, parts and labor. Upon hearing from ***** about the issue, accusing us of charging for parts and not actually replacing them, the natural responce is what he experienced when he called.  The situation could have been handled differently on ****** end. The Shop that serviced his car called and said the caliper (s) had to be replaced.  When we asked to get the parts back for warranty, he stated they were not in his posession anymore, as they are sent in for core.  This effectively stops us from getting warranty on the parts.  Nevertheless, this is not the issue at hand here.  The calipers were replaced, had a 1 year warranty, were replaced by another shop, and so were the pads and rotors. I am sure the repairs at another shop did not have to replace the pads and rotors again. In my opinion, the disputed amount of $978.59 is unreasonable.  I urge ****** to Call ***** @ Paragon to resolve this issue in a fair way that takes care of the issue without accusing Paragon of unfair practices. I have NEVER charged for parts or labor that was billed for and not done!  I have been in buisness for 36 years, and stand behind all my services.   Sincerly, *****. 

  Customer Answer

  Date: 12/01/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am satisfied with the results. Thank you for working with me towards a fair solution!
  
  
  Regards,
  
  
  
  ****** ********