Complaints

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• Initial Complaint

  Date:11/21/2022

  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 went here to replace all 4 tires and to get my check engine light diagnosed. They called me and told me my tire pressure monitors were bad and asked if I wanted them replaced, I specifically said no and that any extra money I had after the tire replacements would go towards diagnosing my check engine light. The original price for all tires/installation was 672.54 and with the tire pressure monitors which I previously said no to, it jumped up $230 to 902.54. I’m on a budget and needed my engine to be fixed so I can pass emissions test and renew my plates so tire pressure monitors were of no priority and I made that known. When they diagnosed my car the diagnoses cost 79.14 and the two VVT Solenoids they repaired were 72.95 and 71.95 and they charged me 244.53 to install them; so 502.52 altogether and my check engine light wasn’t fixed so I feel the $79.14 charge for a diagnoses isn’t justified since they didn’t accurately diagnose the issue. On top of that they advertise on their website a “free wheel alignment check” after a purchase of 4 tires. Over the phone I was told it was a free wheel alignment not just a check. So I was charged 138.78 for something again I didn’t need. At the end of the day I was overcharged for things I didn’t need and said I didn’t want by 447.92 and my car still isn’t passing emissions tests.

  Business Response

  Date: 11/28/2022

  The customer called us on 11/14/2022 to take advantage of our "Snap Financing" to purchase tires and diagnose the engine light so the customer could get the plates renewed.  We gave a quote for the tires and installation as well as the cost for initial diagnostics.  The customer then scheduled to drop the vehicle off on 11/17/2022.  On that day we inspected the vehicle and proceeded to diagnose the engine light problem.  We found the engine codes P0016 and P0017 that relate to the intake and exhaust camshaft position correlation that requires replacement of the intake and exhaust camshaft solenoids and the system reset.  The cost of the service and an oil change was discussed with the customer and authorized for $560.32 at 2:13 on 11/17/2022.   The engine light was still on when the customer picked up the vehicle and it was explained that further diagnostics would be required at no cost to the customer, but the work that was done would allow him to get the e-check exemption now and we could schedule the diagnostic after the Thanksgiving holiday.  This seemed acceptable to the customer at the time.

  We quoted the tires over the phone on 11/14/2022 for $672.54.  After inspecting the tires we found that three of the four Tire Pressure Monitor Sensors were not working.  It was suggested that all the sensors be replaced because of the age of sensors and since we were installing tires now would be the time because no extra labor would be needed.  Road Hazard Warranty was also suggested at an additional cost.  Both were given verbal authorization by the customer for $902.54 over the phone at 2:13 11/17/2022.

  We offer all of our customers a "Free Alignment Check" when purchasing a set of four tires.  We do not give free alignments with a purchase of four tires and when we gave the total cost for the total service we included the cost of the alignment totaling $1745.91.  All of it was explained to the customer before we started the repairs and no objection was made when the customer came in to pick up the vehicle on 11/18/2022.  We also have a signed invoice.

  We were never made a aware of any miscommunication until the customer returned on 11/21/2022. When we clarified the pricing, the customer seemed to remember giving the authorization and was satisfied.