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:08/01/2024

  Type:Billing 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.

  On 7/17/24,I brought my car in for a broken window control. They charged$613 for a part that a the ***** dealership sells for more than $400 less. I sent an email to the company on July 24, 2024 and never got a response "Hello ***,
  
  Thanks for reaching out. After returning home my mechanic relative told me that I "got scammed". This was in reference to the part that was replaced (OEM master window switch). He immediately googled it and found one for less than $50. He then took it a step further and called the ***** dealership who identified that their customer cost for the same item is $290. This gives the impression that the $650+ price that I was charged is in excess of double the part cost. I can appreciate that there is "mark up", but this is more than what should be expected. Given the $290 price at the dealership, I'm told that the actual price was probably closer to $200. He advised that I not return to Rad Air because I was taken advantage of. I previously had a good experience with Rad Air which is why I returned, but now I'm not so sure I did." On 7/31/24 I sent a second email requesting a response. I was blatantly overcharged for this part. Typically round up percentages are less than 20%

  

  Business Response

  Date: 08/09/2024

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The business has stated that they have spoken with the consumer and believe the matter is resolved. 

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I spoke with *** on the phone regarding this complaint. He was unable to identify why he didn't receive my emails and indicated that he would look into it. He said that despite his signature at the bottom and indication to respond to that email, it does not actually go to him.

  In regard to the complaint, *** told me that the part was "rushed" and therefore marked up 3x the market price. I explained that this was not explained to me prior to the repair and that I was told that it was an expensive for this reason I would've made other arrangements. He responded that he can't know what was told to me that day because he's not the one who called.  I reiterated that if I knew that the cost heightened for this reason I would've made other arrangements, including waiting or going somewhere different. He did not offer a solution, only this explanation. This does not address the issue that the mark up on this part was $400. He even went so far as to tell me that their typical mark up is 11%. My charges come nowhere close to 11%. Please see attachment. His response is not a solution to the problem.
  
  
  
  Regards,
  
  
  ***** ******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 08/29/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi ******, *** from radair.
  I did receive the complaint, thank you.
  I did try to contact ***** at 4pm Aug 28th 
  The phone went directly to voicemail and I did leave a message to have her call me
  I also texted her and gave her a number to text me, a number to call me, and an email to respond to 
  I did let her know that we must have had a misunderstanding about the part in question
  The OE part is listed at $259.80
  That part is on national back order still on this date without a release date
  We do not use any uncertified vendors online i.e. EBAY
  The part vendor that we can get certified parts through had that part listed at $836.54
  Our cost on the part was $484.81 which we do mark up our prices to handle overhead costs
  She was sold the part from us at $613.83
  Without the part, her driver window would still be in the down position to this day
  Originally, she was contacted 17july24 at 12:48pm and gave the approval to have her car repaired for $859.50 which included the inspection, part, labor and tax.
  I am awaiting her response
  

  
  

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  When you go to a service vendor, you assume that they will make a profit, but for the most part are trustworthy.  When I was informed of the price of repair, I was told that this was the "cost of the part" and that it's just "expensive". For that reason, I assumed that it was the actual cost of the part, not up-charged for convenience or any other reason. If I had information that I was agreeing to purchase a part that exceeded $400 over retail ($259 quoted through ***** dealership), I would absolutely have made different arrangements and paid for the inspection provided on that day. Like I mentioned in my first outreach to Rad Air, I trusted that I would have honest representation and that I would not need to fact check.

  
  This part is not backordered indefinitely. I found on an official ***** OEM part website and confirmed that it is available to ship within 1-3 days (see screenshot). The part is listed at approximately $181 (+$15 shipping) which is a discounted price from their original listing at $259. Again, the ***** dealership also reported that the cost of the part is $259. The part is available for purchase and accessible enough for it to be discounted. Unfortunately, in my naivety, I trusted that it wouldn't be necessary to first, locate the part and determine its actual cost from multiple sources. 

  
  In regard to communication, I did receive several texts and a missed call from *** on 08/28/2024. His response was similar to the one he verbally provided to me during our original conversation (I've attached screen shots of Lee's actual 08/28/24 messages). This time however, *** responded that the "list" price for the part was actually $836.54 and I was charged a discount at $613.83? I'm not sure where that figure originated. *** also messaged that their actual cost for the part that day was $484.81 (21% mark-up to $613.83).  Which is also contrary to our first talk, 21% is more than what *** indicated as their average mark-up of 10-15%.

  
  If you work the math on the actual retail price $181 against what I was charged $613, that result comes to a 70% increase. So, down to brass tacks, the price I was charged is in fact marked up more than 3 times the actual cost (181 x 3 = 543). $613.83- ($181+$15(shipping))= $417.83. So ultimately if given a choice to save $417.43, I would've made other arrangements including going to the dealership that sells the part at $259. 

  
  At this point, I do not agree with the resolution, because there was no resolution offered. The explanation helps to understand the specific aspects of the cost and proves my point, but it does not address my concerns. This communication has taken a considerable amount of my time but I feel it's necessary to shed light for future customers, so they don't share this experience. A+ is a BBB rating that, for me, distinguishes my choice in providers and is one that is earned.
  
  Regards,

  ***** ******