Complaints

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• Initial Complaint

  Date:08/22/2022

  Type:Sales and Advertising 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.

  $900 alignment: I reached out to Precision Alignment & Tire in Delaware for a quote on aligning my Jeep. I was told it would take “on the high side of 2 hours at a rate of $95 an hour”, “plus time taken” (if something should arise). I agreed to it and dropped it off during business hours. I didn’t hear back from them after 24 hours, so I reached out to them asking if it was ready. I was informed that it was on the alignment rack and they’d let me know when it was finished. After an additional 24 hours, I received a phone call from *** stating “the alignment took 16 hours, but I’m only going to charge you for 8 hours.” I told him that didn’t agree to 16 hours of labor and asked why wasn’t I informed of this? *** stated “you agreed to “plus time taken” and I don’t have time to provide you with updates while the vehicle is on the rack. I asked, “why didn’t the secretary inform me of this when I called in a day prior?” *** stated “That’s not her job… she doesn’t know that.” But then proceeded to tell me I should have asked her “how many labor hours are they up to?” to receive that information. I understand that aligning a vehicle with aftermarket suspension can take more time than an OEM suspension. However, claiming to take 16 hours to align a vehicle is grossly more than 2-3 hours per his oral estimate. I was never notified of this until the work was completed.

  Business Response

  Date: 08/31/2022

  This is simply not true. We were very clear when this and all appointments are made for alignments done on classic/historical vehicles or vehicles with lifts that the first 2 hours of the alignment is covered under the $129.95 and it is an hourly rate of $95.00 after the two hours. When classic/historical vehicles have lift kits and other non oem parts this is a custom alignment that takes time and no vehicle is the same which is why we are very clear about the hourly rate. If time was not taken to get all the pinion angles, thrust angles and links there would be no point in the alignment. We are extremely sorry that the customer is upset but we were upfront about the fees involved.

  Customer Answer

  Date: 09/01/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17735758
  
  I am rejecting this response because: 
  Precision Alignment neglected to follow Ohio Administrative Code 109:4-3. If my claims are “untrue” please provide the written quote with a customer signature indicating consent to perform a vehicle alignment for $900, or within 10% of billed services.
  
  Regards,
  
  ******* *********

  Business Response

  Date: 09/07/2022

  We gave you an estimate of 95.00 an hour time taken, you even say that in all your complaints. We were upfront about not giving a flat rate estimate and the reasons why at the time you made the appointment.