Complaints

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• Initial Complaint

  Date:02/29/2024

  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.

   
  Complaint: 21365599
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************************as again not in the budget for me as Im a single mother. This whole situation took everything I had to pay for these costly repairs,hotels,rental car,shipping etc. They also charged my husband $300 for storage fees when they failed to have it done on time! I had the car shipped the rest of the way home which was another $625. Fast forward to now I finally took my car out for a drive to test it out. My car overheated & all of my coolant leaked out again. Brought it to a local mechanic in WI & turns out Meineke failed to ensure my radiator plug was properly secured. In fact the radiator plug was missing! I ended up having to pay $380 for a tow & new plug & coolant refill. I also now have to pay $250 for Freon. I called Meineke yesterday to explain what happened, ************* refused to reimburse me for any of it. My car needs more work done because they failed to do their jobs properly. It has costed well over $4,000 and my vehicle was not serviced correctly.

  Business Response

  Date: 03/07/2024

  Meineke
  ********************************br>********, ** 35630
  *************
  ***********************
  7th March 2024
  
  Dear BBB,
  My name ***************** the General Manger of Meineke in ***********. I'm responding to the complaint from Ms. ****** which she is stating that we did not completed service that she paid for.  Ms. ****** vehicle arrive to my shop by tow truck on 1/20/2024 and was diagnose for a Radiator and replace both upper and lower hoses. Doing the process we discover the clips on the Radiator can not be transfer over and 2 of them where broken. So these clips where a specialty part and had to be order from them dealership. Even though 2 clips where broken we order four new clips for the the safety of the customer which was $150 at no extra cost to the customer. Now the shipping issues that we had was not cause by us getting the job done. It took additional 2 days to get here after a winter storm that we had. And as promise once the parts where here service was completed on Thursday Jan 25, 2024. After service was completed we test drove the vehicle 3 times to insure all issues where address and also brought the vehicle back into the shop to inspect the radiator again. After this procedure was done we park the vehicle contact the customer for pick up. There was no coolant on the ground where the vehicle was park for a month and our cameras would have shown the parking lot and inside the shop during and after service inspection.
  We were forwarded to voicemail for 1 weeks straight until we received a call from her mother -law. Who explain her daughter situation and why she didn't have the money to pay for the service. Her explanation was she spent all the money that she authorize to have work done to her car on travel expense to get home. So I explain to the mother law that we understand life happens however we need some type of commutations. The mother -law said she understand and she was trying to get ****** to understand that as well. She explain to me that ****** was waiting on her taxes to pay for the service that we perform. So I explain to her that I would need something because it has been close to 2 weeks with no payment. Our polices states that after service has been completed it's $45 a day which at this point we were at 9 days. That total storage fee should have been $405 which I only charge her $300 with tax to help her out because of her situation. And her mother-law pay for the storage fee that day which was on 2/1/2024. She express that her daughter will have her taxes by the 9th of Feb. I responded by thanking her for contacting us and explain the situation. Also express to her that when the 9th comes to call us even if she receive her taxes or not. If we do not receive a call we would have to add storage fee from that 2/1/2024 and she would have to pay again. 
  So on Friday 2/9/2024 ****** mother-law call and explain that she never receive her taxes and that she wanting to communicate for her daughter. So I stop and thank her for calling and letting me know what's going on. And I explain to her that we have in-house financing option. She stated that she try that before and didn't get approve and I explain to her that was Meineke credit card. Which our in house financing is different and it's not base on credit and we have a lot of customer that take advantage of this option so I sent this over to ****** and her mother -law and told her if she has any issue to please give me call and I will walk her through the process. So ****** call me and I walk through the entire process on the phone and got her approve for both companies and we combine both to pay the remaining balance of ********. ****** thank us multiple times for understanding her situation. I express to her that we appreciate her commutating with us at the end. And she stated she would call us back once she has receive her taxes to schedule for transport.
  So on Feb 20, she call to let us know that she will be having the vehicle pick on Thursday Feb 22, 2024. However the vehicle was not pick up until Feb 24, 2024. In this time frame of waiting on the transport we move the vehicle to our back lot until he made it. Once the transporter made it he drove the vehicle onto the truck with the other cars that were already there. And even at that time there was no leaks present as well. This vehicle was transported 730 miles away to *********. So as a company we don't know what happen in between transport from my shop to there home.
  
  In conclusion the vehicle was service and properly and expected before and after service was completed. Also the vehicle stayed here for a month along with being driven 3 times after service. As an company we did everything we could to help ****** and her inconvenience to her situation. From financing option, waiving fees for storage and servicing the car in a timely matter regardless of the weather conditions. Which affect the shipping of parts that was a issue for all our customer we had that week.
  Sincerely,
  *****************