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:05/26/2023

  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.

  I own a 2015 ********* ********* ****** that was involved in an accident and the claim was started on 12/04/2022, the vehicle was delivered to Zoel's Body & Auto Center on 12/22/2022. As of 05/26/2023 my vehicle has been returned five times and is still not in safe driving condition. I have repeatedly gone back and forth with the shop both in person, over the phone, and via email to get these issues resolved. The vehicles steering was affected by the initial accident and the vehicle has had severe steering issues and drivability issues every time that it has been returned. These issues and concerns have been repeatedly expressed to the shop and they have not taken any initiative to determine the source of the steering issue and ensure that my vehicle is in a safe driving condition. Zoel's Body & Auto Center was insistent on blaming the steering issues on the aftermarket wheels on the vehicle, when no issues had ever been present related to the steering prior to the accident, and those tires were on the vehicle at the time of the accident. The vehicle was inspected by ******* **** on 05/03/2023 and it was determined that the idler arm was not secured to the frame, a grease fitting was missing and there was no grease in the part. The lack of quality control relating to the installation of the idler arm resulted in premature failure of the idler arm and premature failure fo the center link ****ing and inner steering tie rod ends which has been identified and confirmed by ******** **** ****. Zoel's Body & Auto Center is insistent on not replacing the parts that were damaged as a result of a lack of quality control. The initial estimated time for these repairs was 15 days and it has now been more than 5 months since the vehicle was delivered. Zoel's Body & Auto Center does not want to resolve these issues despite ***** paying $16,644.73 for the work related to the claim. Our goal is to have our vehicle returned in safe driving condition and the damaged parts replaced.

  

  Business Response

  Date: 06/28/2023

  *** ********* *** ******** **********
  *********
  
  ** **** ** *** ********
  
          In regards to
  the repair complaint filed by ******* ****, repair order ***** listed under
  ******* ****.
  The truck was brought in to Zoels Body & auto Center for
  repair on or about 12/22/2022. The loss description given to Zoels was vehicle
  struck a deer. We were told the description was later changed to vehicle vs.
  pole.
         Repairs on
  vehicle began on approximately 1/16/2022. Repairs were completed in the first
  week of March at which time we were given a punch list of related and unrelated
  repair issues. The alignment / drivability issue was not addressed on the *****
  original estimate or the first supplements.
          We attempted
  to have the truck aligned, our sublet alignment shop (Firestone) informed us
  the alignment could not be completed due to width of aftermarket wheels that
  protruded the wheel wells by several inches. ******* **** was informed of this
  and dropped off a set of stock type wheels and tires to be installed for wheel
  alignment purposes. The truck was taken back to Firestone, during the set-up
  and pre alignment inspection they informed Zoels that the truck had WORN
  steering gear (idler arm, pitman arm) also stating the angle of the tie rods
  due to aftermarket suspension lift kit makes accurate alignment unachievable.
  These findings were presented to ***** at which time they agreed to replace
  idler and pitman arm parts on a supplement. Before Zoels ordered these parts I spoke
  to ******** **** and suggested a drop arm kit be installed to alleviate the
  poor angle steering gear issue. He declined and said to replace with the stock
  type configuration. We installed the parts as paid for by ***** and had the
  truck aligned. The alignment showed truck aligned to within the manufacturer’s
  specifications.
  The truck was given back to ******* and ******** ****.
              On
  4/14/2023 ******** returned to Zoels for a written estimate on damages for
  another loss that had occurred in the meantime. At this point ******** stated
  he was happy with the repairs that had been completed previously.
              On
  5/8/2023 we received an email claiming more issues with the alignment and parts
  that we had previously installed. Upon inspection we did find 1 grease fitting
  missing for idler arm. The part does come pre greased from manufacturer and did
  have 2 of 3 fittings in place.  There was
  also a complaint of alignment issues still and they selected the alignment shop
  to complete another front-end alignment. We took the truck to ****** ********
  in ***** ******* *** . They preformed the alignment and stated in writing the
  suspension has poor angles and worn parts due to the angels on tie rods etc.
  The alignment spec sheet did show the truck in spec.
              The next
  complaint was the truck pulls while brakes are applied which is not an issue
  with wheel alignment but with unequal brake pressure due to several conditions
  that may exist.
              We do have
  several documents that speak to handling and premature parts wear due to excessively
  lifted vehicles. We also have pictures of this vehicle showing where the sway
  bar hits the frame and sever angles of other components due to lift kit.
               At this time,
  I feel there is not a viable repair or a valid complaint that pertains to this
  loss or repair done by Zoels or its sublet shop.
  
  Best Regards,
  Mark A*******
  Shop Manager Zoel’s Body & Auto Center