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:02/06/2025

  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.

  July 10, 2024 Our daughter home for summer from college at ************* in ******* *******. She drives our 2011 ****** SR5 4 Runner which needed new brakes pads/rotors all 4 wheels. We would have taken *** our dealer Stevinson ****** in ******, *** but it so happened we rec'd a flyer from Adler Automotive shop grand opening in our neighborhood who claimed they were ****** Certified and used genuine ****** parts so I decided to give a chance since dealer is historicaly expensive. The brakes were replaced on all 4 wheels rotors/ pads for a total of $1,283.59.Our daughter drove the vehicle with new brakes from Adler back to ******* in early August only to report / complain that the brakes were squeaking loudly. We had her take to Bozeman ******/******* Auto to have brakes inspected. ******* advised that the brake components replaced were in fact NOT Genuine ****** but a 3rd party knockoff of some unknown brand and ****** said they see this happen quite often. Turns out the pads do not fit properly hence the squeak. We immediately contacted Adler to request a full refund $1,283.59 so we could have the genuine ****** brakes installed by Bozeman ******. Adler refused to refund and stated we had to use their warranty to get brakes repaired. After several weeks to months we could not get them to arrange the repair in their Bozeman warranty related shop. Callled them many times requesting full refund which was always refused and told they needed time to arrange warranty repair and for us to be patient while we gave them chance after chance. Meanwhile our daughter had to drive around ******* on *** campus for months Aug. ***** to presen Feb. 2025 with loudly sqeaking brakes ...very embarrassing. Finally we called and gave Adler ultimaatum to refund or we would report to BBB. They said they would call with resolution by end of week 1/31/25. We never heard back again. We had Bozeman ****** replace brakes on 2/4/2025 for $1,010.69.

  Business Response

  Date: 02/06/2025

  We appreciate the concern expressed by Mr. ********* and are sorry that any issue arose with the brakes regarding noise. The brakes that were installed were not and were never implied to be ****** brakes, but were instead a ****** equivalent that carry a 5-year, ****** mile warranty against noise.  The signed invoice clearly states this warranty and that any repairs must be performed in our shop as well as the brand name of the brakes.  This invoice was signed by the customer.  We have no control over vehicles that are out of state as we cannot directly inspect the work that was done to determine the cause of the noise.  Had the vehicle been brought back to us the brakes would have been replaced under warranty as stated in this signed invoice. That said, we are more than happy to reach out to the supplier of the brake parts and see if they are willing to cover the cost of the repairs that were incurred and respond to the Eckelbergs within 10 business days to let them know what this supplier says.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22908557
  
  I am rejecting this response because: I have attached video recorded of the squeeking brakes on the 4 Runner in ******* taken by my daughter in the last 2 WKS as proof of the brake defect. I would accept the response of  Adler if they agreed to refund the repair cost I incurred  from Bozeman ******* ****** on 2/4/25 for $1,010.69(which would have been 

  $1,210.69 but had $200.00 discount coupon from the dealer applied.

  We paid Adler in good faith for what we believed were ****** brakes. ****** inspected the Adler brakes and they confirmed NOT ****** components as Adler had represented. The fact the squeeking issue arose is further evidence the components used were unacceptable. Furthermore Adler was given numerous chances to resolve the issue using their warranty over 6-7 months without any solution which is also not acceptable. All we wanted was to get good quality brakes on our vehicle and paid for that but Adler did not deliver on that basic customer expectation. In addition as time went by month after month Adler would promise to arrange warranty replacement and would call to let us know but the next week came and went where customer had to initiate the call and coordinate the communication every time week after week without solution.

   

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

  Business Response

  Date: 02/12/2025

  Can this customer please reach out to us with the best contact information? We have gotten a copy of the invoice from ****** and are working with our parts representative to issue a refund.  Our manager at this store has tried to leave messages with the phone numbers we have on file but we haven't heard back.  Our store can be reached at ************.  *******, the manager at that store, is working to get this completed for the customer. 

  Business Response

  Date: 02/21/2025

  Adlers **************** ******* contacted me on  2/17/25 to  advise sending check for $1,137.89 to reimburse us for the faulty brake job done on our 4 Runner. It will take 7-10 days to receive  the check. Once it can be deposited and confirmed into our account the case  can be closed accordingly. Thanks ,

  Regards,

  **** *********

  **********************************************************

  ************ 

  Customer Answer

  Date: 03/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *********