Complaints

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• Initial Complaint

  Date:08/15/2023

  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.

  May 30, 2023 I took my car to Heritage because it needed a new shock on the front drivers side. Everything else was working fine before I left my car with them. They told me I had to also buy a new air compressor this did not sound right however I paid what they requested first they charged me $800 then $2,704.16 on 6/19/2023 when the supposedly completed the repairs, yet since Heritage worked on it my car it no longer runs well. I only took my car back to them because of their warranty so I took it back because it has been vibrating when driving over 50 miles per hour. I never had this issue before these mechanics at Heritage worked on my car. Now they charged me another $79.77 to inspect their own previous eprkand told me to fix this it would cost $3k plus to inspect their work charged me an extra $79.77, their repairs were supposed to be under warranty. I am very upset and would like to recover at least half of what they have charged me because they have left my car worse off.

  

  Business Response

  Date: 08/29/2023

  The vehicle was delivered to our shop on May 30, 2023. The vehicle was suffering from an air leak in the front suspension of the vehicle causing it to lean to one side. Testing revealed that the air shock assembly had failed on the left front of the vehicle (**************** stated that he has replaced 3 of the 4 shocks over the last 2 years - an ongoing issue). After replacement of the shock, the technician determined that the air compressor for the suspension had failed (mostly likely from trying to keep the air shock inflated). That repair does come with a 3 yr/36,000 mile warranty.

  On the second visit, (dated July 11, 2023) it was reported something was making a rotational thumping noise and only while making left turns. Our service advisor rode with **************** and verified the noise. We removed the front wheel, inspected the vehicle, and could not find any issues at that time. After reinstalling the wheel and torquing all lug nuts to the recommend torque setting, the noise was no longer present. The vehicle was driven for 7 miles to confirm no issues were present at that time.

  This last visit, dated Aug. 7, 2023, the vehicle was brought in with a vibration complaint. The testing fees were presented to the customer (which he acknowledged and agreed to pay) prior to any work being performed. Again, the vehicle was inspected. It was verified that 3 of the ball joints on the front of the vehicle have movement. This movement between 3 separate components are causing a steering vibration at the right speed and harmonics. The customer declined any further *********************** at that time. 

   

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20470597
  
  I am rejecting this response because: The last time I took the vehicle it was not told to me I would be charged a fee because the problems that I had taken it there for were not present prior to them working on my car.  The work they did when they replaced the shock triggered all these added problems.  They appear not specialize in working on my type of car and left me in worse shape that prior to going to them.  I wish I had not ever gone to them.

  I am very disappointed.
  
  Sincerely,
  
  ***************************