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:09/11/2024

  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.

  The dispute is fixing/replacing rear brake calipers.
  On July 11th, $909.81 was paid to fix and replace:
  Disc Brake Rotor(219.98),
  Prem. ceramic pads(94.99),
  left Reb. Calp w/ HDWR(131.99) and
  Right Reb. Calp w/ HDWR(131.99).
  Business committed to a 1yr, 12,000 mile warranty. On August 30th the vehicle was taken to another mechanic to have a brake inspection done on the front brakes. In speaking with a second mechanic I was advised the front brakes are fine. The rear pads were in good condition but the left and right calipers needed to be replaced. I explained they should have been released in July. The mechanic advised they are highly worn down and need to be replaced.
  On September September 6th, I took the vehicle back to Sparks Auto. I advised the vehicle was inspected by another mechanic and I want to exercise the warranty to have the vehicle worked properly a second time. The following day, September 7th, sparks auto said the rear brakes are just fine but he can provide me with a quote for the front brakes. Sparks auto was given the opportunity to resolve the problem but said everything was ok there was nothing to fix. They refuse to honor the warranty and failed to provide proper customer service to make sure the problem was resolved. Brakes are a safety issue and a second mechanic confirmed these brake calipers are not safe to be driving around on too much longer before an accident happens.
  I called back the second opinion mechanic and he explained to me he doesn't feel comfortable working on brakes knowing they are still under warranty. I was advised to contact BBB to help with resolution.

  Business Response

  Date: 09/12/2024

  When this vehicle came in on July 11th, the rear brakes were metal to metal. This means that the vehicle was driven until the brake pads so worn down that the brake pads were grinding against the brake rotor and overextended the calipers in the rear. We could not test drive the vehicle in that condition. Repairs were approved and the vehicle was returned to the customer. On September 6th, the customer returned and stated that her brakes have been giving her problems since the vehicle left. Customer also stated that a second mechanic was already looking at this vehicle prior to bringing it back to us. We gladly inspected the vehicle under warranty. We examined the rear brakes to ensure that there if there was any issue with them, we would honor our warranty. There were no issues noted with the rear brakes.  We test drove the vehicle and determined that the cause of the customers problems are the front brakes. The front brake rotors are warped causing shaking when braking and the pads are making squeaking noises the customer described.  We noted that the vehicle has been in use for almost 2 months and approximately 7,000 miles. We advised the customer on what is needed and the customer stated that she wanted to pick the vehicle up and take it to "her mechanic".

  We've built a reputation on providing excellent service and honoring our warranties. This customer is no exception and if there was anything wrong with the parts or service provided, warranty would be honored with a smile. 

  We can offer this customer another inspection by our head technician and if our head technician determines that there is an issue with the rear brakes, we will gladly honor our warranty and repair the problem. We will not refund any portion of the repair at this time as there is no need to since parts and labor is under warranty and partial repairs can affect the warranties of the other parts in the rear as it sounds as if the "second opinion mechanic" is just going to replace the rear calipers. 

  We look forward to resolving this complaint and make this customer happy.

  Thank you

   

  Customer Answer

  Date: 09/24/2024

   
  
  Complaint: 22273770
  
  
  
  I am rejecting this response because: Vehicle is being repaired by another mechanic.
  
  
  
  Sincerely,
  
  
  
  Shelly Cleveland

  Business Response

  Date: 09/24/2024

  Not sure what other response we can give and nothing else we can do, as we have already tried to satisfy this customer several times. Reached out though this platform and even called with no call back. We've done our due diligence and have been more than reasonable.