Complaints

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• Initial Complaint

  Date:08/28/2024

  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.

  They stole my money $255 deposit for no work done on my vehicle!! Only a pick up, visual inspection and diagnosis. The owner said services were renderedI called with brakes I needed fixed ASAP 8/6, they picked up my truck 8/7 I get a quote and I pay the deposit on the 8/8 via cash app. Im being told it will get fixed asap everything is verbal verbal verbal- and then inconsistencies, by 8/13 Im checking in and they are asking me tire dimensions? Then I get a message 8/15 that my truck cant be fixed till 8/24.I said so many times, I was scared, the brakes are unsafe. I went to ******************* on ******** and I went to *****, fixed the same day on the ******* first they said they will process my refund on Monday the 19th, today the 21st I am being told I will not receive a refund, they have been calling and want to talk (more verbal) and that they are charging me for services. At any shop its complimentary- seriously they just stole $255 dollars from me!!I just needed my brakes fixed for my safety. Im so regretful for going to them.

  Business Response

  Date: 10/17/2024

  At Kickin' Tires and Brakes, we take all feedback seriously and are committed to providing transparency and quality service to every customer.
  
  We regret that the customer may have been dissatisfied with her experience, and I would like to address the situation in detail:
  
  1. Service Timeline: On August 6th, ***** reached out to us for brake services, mentioning concerns with the prior service she had received elsewhere. She stated that her vehicle was shaking and pulsating when the brake pedal was pressed. We scheduled an inspection for her vehicle. During the process, the customer expressed discomfort with driving to our location, stating she felt unsafe due to inappropriate behavior from individuals in the area, which we took seriously. While we have operated in this industrial park for nearly two years and have never received similar complaints, we arranged to pick up her vehicle to prioritize her safety. I personally walked to her location, collected the vehicle, and conducted a test drive, during which I did not notice the reported issues. Nevertheless, at her insistence, we performed a thorough inspection.
  
  2. Deposit: After our inspection, we determined that the brake pads needed replacement. We agreed on the service cost, and the customer paid a $255 deposit via Cash App. This deposit covered the pickup fee, diagnostic services, and the cost of ordering parts, all of which were communicated clearly. These services are standard within our procedures and were provided as agreed.
  
  3. Delays in Repair: Unfortunately, there was a delay in sourcing the specific parts needed for her vehicle, which we communicated promptly. We understand the frustration this caused and sincerely apologize for any inconvenience. Our goal is always to complete repairs as quickly as possible, but parts delays can sometimes be beyond our control.
  
  4. Refund Request: After being informed of the delay, the customer requested a refund. We initially discussed processing the refund, but after further review, we determined the deposit was non-refundable, as it covered services that had already been rendered, including the vehicle inspection, diagnostics, and parts procurement. This was communicated both verbally and, in the paperwork, provided.
  
  5. Communication: We acknowledge that much of the communication with the customer was verbal, and we regret if this led to any misunderstanding. Moving forward, we are committed to improving our communication by ensuring that all agreements and key details are provided in writing to avoid any future confusion.
  
  While we made several attempts to reach out to the customer to resolve the issue, these efforts were met with no response. Instead, the customer chose to leave negative reviews. We stand by our commitment to transparency and professionalism, but we also understand that this situation was not resolved to the customers satisfaction.
  
  At **********************, customer satisfaction is our priority, and we are continuously working to improve our processes. While we are unable to offer a refund in this case due to the services already rendered, we remain available to discuss any further concerns or find alternative solutions.
  
  Sincerely,  
  ***** Thurman  
  Owner, Kickin' Tires and Brakes 
  

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22177174
  
  I am rejecting this response because: I have written correspondence stating no work was ever done to my vehicle. They claim the work to have been done before they messaged nothing was done. No work was done. I should be entitled to a full refund. 
  
  Sincerely,
  
  ***** *****