Complaints

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• Initial Complaint

  Date:04/05/2024

  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 called the shop on Tuesday, March 26, and asked for an appointment to get an estimate for repairs. I was told to drop off the car the night of Monday, April 2nd. I did so, and completed the after hours drop off slip, requesting an estimate for a power steering pump, brakes, tires and an oil change. I received a phone call Tuesday morning from the owner, who quoted me $1300 for the pump, $900 for 4 tires, and $800 for full brakes including rotors. I authorized the replacement pump, but asked for time to think about the tires and brakes- I wanted to compare prices. I called back a half hour later and requested they complete the pump, brakes and tires, and also an oil change and inspection. I was told my car would be ready by Friday. Thursday, I received a call stating my car was ready. I went to retrieve it, expecting a bill somewhere around $4500 including labor and the extra work. I was presented with a bill for $5,437.01. The tires that I was quoted $900 are now $1700. The brakes that were quoted at $800 were now $1600. They didn't do the inspection, even though I was told twice that it was underway. They did offer to take the cost of shipping on the tires off the bill, but they didn't. I ended up paying $5,481.34 to get my car off their property. I have the invoice. They did show me a notebook with notes on my estimate in black writing.

  

  Business Response

  Date: 04/18/2024

  Response taken by phone:  She dropped off her SUV and after I diagnosed what it need I called her and gave her an itemized estimate over the phone.  This is where the misunderstanding took place.  I quoted a power steering pump $890, fluid $65 and labor $390 for a total of $1345 before tax.  The front brakes were $900 and the rear brakes were $800 including labor.  The tires were $375 per tire, which is $1500.  I waived the shipping costs (125) but the labor to install was $202 and there was a waste disposal fee of $20.  Sales tax was 333.69 which brings our total to $5100.69.  The credit card company charges a fee of $204 which brings the total to $5304.69.