Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/25/2024
Type: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.
Date of Transaction: January 23, **** Paid: $590.00 For rear brake pads turn rotors and brake fluid change only.This is an outrageous amount of money to charge. The labor is 4X the amount of the brake pads. When first mentioned the price they wanted $617.15. I told him it's not all 4 brake pads, you're only doing the 2 in the rear. Then **** said he will make it an even $600.00. I told he that was still way too much. Then **** told me I'll change the brake fluid and resurface the rotors. I went to ask *** at the reception desk if there are any discounts or military discounts available. She was nice enough to tell me they have a 20% discount off of brake jobs which **** failed to mention. I felt that was deceiving. *** stated she'll take 20% off of the bill. I stated i will have the job done. I thanked her and said that would be more reasonable price. When the job was finished and time to pay the bill she stated it is $590.00. I said a 20% discount from $600.00 is not $590.00. The amount would be $480.00. Then *** stated OH that's only off the part. I was not very happy when she said she will take 20% off of the bill. AND failed to mention 20% off of the part only. The part was priced at $117.00. 20% off of $117.00 is $93.60. She only took off $10.00. I have been way over charge for a rear brake job only. Never have I ever paid no more than $360 for ALL 4 brake pads. And True Line almost charged me double for less work.
Business Response
Date: 02/01/2024
I want to express our apologies for any misunderstandings. When *** informed you that we offered a 20% discount on our on-line coupons, she should have been clear that the discount was only offered for the brake pads and did not offer a labor discount. She should have brought **** up when the issue arose. I will address the error in our next shop meeting to make sure something like this does not happen again. The price may seem high and I agree it probably is. We are forced to charge what we do in order to try to stay ahead of inflationary pressures that are affecting all businesses. These include the cost of parts, facility rent and especially skilled, experienced labor along with virtually every expense item involved in running this business. I assure it's WELL over the 8% or 10% being officially claimed. As of December 2023 there were ****** unfilled automotive technicians in the ******************* ******* of ********** Repair. bar.ca.gov). This has driven automotive tech wages through the roof and has exposed us to constant poaching of qualified help by our friendly competitors. I'm actually happy that my techs are making more money, but I am forced to pass these higher wages through to our valued customers in order to stay in business (it's been 40 years next month).
Anyway, I'm happy to refund the amount that you feel that you were overcharged and will add $50.00 to that amount ($93.60 +$50.00=$143.60). Please contact me personally by telephone or text *************) and I will oversee this process. If you prefer, you can contact the shop directly at ************.
Regards,
*********************
Founder (March 12, 1985)
True Line Wheel Alignment Inc.
************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.