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:07/07/2023

  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.

  I contacted Alan's alignment by phone on * **** 2023 about the front end alignment on my daughters car. It had a slight pull to the right while driving. I told them the issue with the car and I wanted the front end alignment to be checked. She provided a quote me over the phone for 79.99 for the make and model of the car. She also checked the schedule and gave me an appointment for * **** at 1:00. After dropping the car off, I was contacted approximately 20 minutes later. I called them back and was informed that the mechanic had to drop the frame, so the price of the alignment would be higher.... $191.19. I told them I'd come to the dealership to see what the issue was with the frame. After talking with the mechanic, I was told that they had already performed the alignment. We went on a short test drive so I could verify the repair. I also asked the mechanic what caused the issue with the frame and didn't receive a good answer. Upon checking out, I reminded them I received a quote for $79.99 and would like that quote honored... especially since the maintenance time was less the 20 minutes. The only offered solution was to come down on the price by $25 dollars to make the final price $166.19.

  Business Response

  Date: 07/07/2023

  Mr. **********, seemed content when he left the shop and we showed/ explained the problem  we will provide a refund to the customer via written check. I have reached out to the customer for him to provide a address for check to be mailed. Mr. ********** also never mentioned to me he was quoted for an alignment the price he was quoted was for a car alignment so it may of been a misunderstanding. He was charged for a suv alignment which is what his vehicle is. We just wish that he would of expressed his dissatisfaction at the time. Since his visit we have posted our alignment prices for better transparency. 

  Customer Answer

  Date: 07/13/2023

  
  Better Business Bureau:
  
  I accept the refund offered by the business, but they still have several facts of the situation wrong.

  I was quoted 79.99 for the front end alignment on my vehicle. I gave them the year, make, and model twice... once online when I requested the original quote and a second time when I spoke with them over the phone. I did not receive a response from the online request, which is what drove me to contact them by phone. 

  I only learned there would be a price increase after they had performed the work. She contacted me roughly 20 minutes after my 1:00 appointment. She stated that there was an issue with the frame and there would be an additional charge. After learning the price would be approximately $200.00, I informed her that I would come back to the office to look at the frame myself. Once I arrived, I learned that the alignment was already completed and wasn't given the opportunity to inspect the frame for any possible problems. Luckily, while paying the bill, I asked for a Veteran's discount, which lowered the amount by $25.00.

  Once I returned home with the vehicle, I contacted two other mechanics and asked for a quote to perform a front-end alignment on a **** ******. Once I learned of the actual price difference, decided to contact the BBB office.

  Multiple problems with the transaction occurred; 1. the business changing the price for the service after my vehicle was in the shop. 2. other business offering the same service at a significantly lower price. 3. The Alan's wheels and alignment website still doesn't have the pricing listed for any of the services offered at the business. I spent a considerable amount of time searching for the pricing information. While I couldn't find the price, I was surprised to see that **** ******* *** ****** *** * ****** ** *** **** ******* *** ****** *** 4. A second quote that I requested was for tires on a different vehicle. Interestingly enough, the price I was quoted over the phone was roughly $150 dollars less than the quoted price I received from the online request. I made a note while discussing the tires... the same brand, ****** ********** **** ** *********, went from $961 to over $1100.

  If I had known that they were charging $200.00 for 20 minutes' worth of wheel alignment, I would have taken my business elsewhere.

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

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