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:02/21/2024

  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.

  I had my 2002 ****** 4 Runner towed to Dibaccos for a flat tire. I received a call from them telling me my tires had a lot of dry rot on them. I had saved up some money so I told them to replace all 4. I also told them I wanted the same type of tires. I asked them to pick the best out of the 3 and replace my spare, which was also flat. When everything was finished, I went to pick it up and to my surprise, they put off road tires on!! I was NOT happy!! I had to take it as is because I had numerous appointments to go too. When I pulled out, there was a noise in the front end.It was bad. It sounded like something was rubbing against the frame. I had to continue using it the way it was. I called them the next day and told them how unhappy I was and that they needed to change the tires to the ones I wanted!! When I finally got home, I looked at the receipt and noticed a charge for breaking my tire lock!!! They never called to ask me where my key was, AND on top of that, they charged me for it! Another issue was when I looked under the truck to see if they changed the spare. When I looked, there wasn't a tire!! I call them AGAIN, I was told there wasn't a spare! That's a huge lie!! I told them I wanted to see my old tires. I knew there were tires behind the shop. They said no.Then, they called me and said to bring it in so they could change the tires. I asked them to also figure out what the noise was in the the front end. When the mechanic Maro called to tell me it was done, I asked about the front noise. ******, he said "Nope. Just the tires". They made me feel like this situation was my fault. Also, they left the tires with a white substance all over them. It did wash off with the rain, but they did that on purpose!I'm disabled and this situation has added to my health issue. I was basically house bound. The stress was horrible! Now I have to fight for them to reimburse me so I can replace my spare tire and my tire lock. I hope you can help.

  Business Response

  Date: 03/14/2024

  Good Morning,

   

  This is very unfortunate that we have such an unhappy customer that ******************** is the resort used.  *******************' 2002 ****** 4Runner was towed in on 6/9/2023 or there abouts with a completely flat right front tire.  After looking vehicle over I suggested to replace all four tires as there was not a good tire left on vehicle and also vehicle being four wheel drive it is always recommended to replace all tires, she agreed and wanted to 'match' the tires that were on her 4Runner.  After much research it was realized that tires on vehicle were no longer being manufactured by Good Year, tires on truck during tow in,  but Good Year had come out with a direct replacement which were the Good Year Wrangler Territory Tires,  I told here they were a bit aggressive but she wanted same tires,  she also asked to save on of the four, which ever was the best on to use as a spare, I told ******************* no 1. there is not a good tire on vehicle I would feel comfortable using for spare and no 2. her spare tire which is supposed to be under the vehicle is not there.  We ordered the tires, mounted and balance them with ALOT of effort as being a 2002 there is much rust to deal with.  Car was test driven and given back to customer.  Roughly a few weeks later I received a call from ******************* stating she thought the tires sounded 'loud', which I had told her originally the truck came in with aggressive tires, she stated it didn't sound like this before we did the new tires, valid point because the old tires were pretty much 'bald' ie there was very little tread left on tires and now that tires are new with full tread there is tire sound as there should be, I let here know as these tires wear in the noise will reduce but these are direct replacements for the tires which were on 4Runner when it was towed in. She called a couple more times and I didn't want her to have to deal with this so I ordered new much less aggressive tires which we installed at no cost to customer on August 2, 2023.  I took the now used tires off of her 4Runner and sold them on ******** Marketplace for a substantial loss.  I'm not sure what else to do here.  She seemed very happy with the new tires when we last talked and now I get this letter from BBB.  Again there was no spare when truck came in so not sure what to do with that one either,  it's probably the reason it got towed in instead of putting spare on and having her drive it her but that is just 'thinking out loud.I will attach both repair orders.  

  Any questions I can be reached at **************.

   

  Thank You

  Mauro DiBacco

  DiBacco's Service Center