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:09/17/2024

  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.

  On July 9, 2024, I took my 2018 Santa Fe to Dixons Automotive for brake pads and have the rotors turned. I paid them a total of $588.22. On July 10, 2024, the brakes started squeaking. I made an appointment to have it looked at again on July 11, 2024, before a road trip on July 12, 2024. I took my car in on July 11, 2024, and the owner was shocked to see me because the office manager doesn’t write down appointments and she didn’t come to work. He owner tried to make we wait until the following Tuesday, and I said no due to my trip the next day. He kept my car for 24 hours before telling me he’d replace the pads under warranty. I was told the car was safe to drive despite the squeaking. On July 29, 2024, I called to schedule the warranty work. On August 15, 2024, I took my car back and office manager told me later she didn’t hear any squeaking. I told her the owner already verified the squeaking and said it was under warranty. She got hateful when I pushed her to do the warranty work. This time they had the car two days. On August 26, 2024, I called again because front brakes are now squealing sounding like metal on metal. The office manager said she’d order more brake pads and call me. Never heard from them again. The brake(s) are extremely loud and annoying, and I don’t feel safe driving my car. I realize third time is a charm, but this is a safety issue. I don’t think this ‘garage’ is capable of completing the work correctly, I can’t keep dropping off my car for 1-2 days at a time, and I honestly don’t trust the office manager to take care of the situation. The mechanics are obviously not competent, and the office manager is unorganized and extremely rude. I want to take my car to a trusted mechanic to take care of my brakes and I feel I am entitled to at least half of the money paid to Dixons Automotive to cover the additional costs I will endure.

  Business Response

  Date: 09/19/2024

  Dear Sirs:

  We gladly replaced the brake pads 2 times..Sometimes the pads are milled at the factory can cause the squeal. The lady called and she was told by our office manager  and ***** was there in the office when she called and was told that we would get another set of brakes and have new rotors  here  if the pads did not fix the squeak.. That is would that we would be able to do it in one day if we were prepared with everything on hand. She was very rude and hung up on our manager twice and said I guess we got disconnected.  We did not charge her the second time to replace the pads. She called and called back and said they were squealing again . She couldn't schedule to come back to the shop because she had to call us back. The rotors are not the steel rotors as they were in the past they are composite and can cause that type of problem. We tried to do the fair thing and replace the brake pads and not try to sell her rotors if she did not need them. We pride our work and we do not sell customers parts that they do not.need. 

  We have been in business since 1977 and had very little problems. We take care of our customers.

  Thank you,

  ***** *** ***** ***** owners. 

  Business Response

  Date: 09/24/2024

  September 19, 2024
  Dear Sir:
  We are writing regarding the 2018 Sante Fe work on the brakes. We replaced the brake
  Pads for the 2nd time at no charge. We are very sorry about the manager not writing down
  The appointment. She was ill and ***** had no way of knowing. We were going to have new
  brake pads and rotors here for the work. The brake pads are milled at the factory and at
  times they are to hard and cause a squeal. This was why we were happy to replace them
  under warranty. The next step if there is a squeal with another set the next step is to replace
  the rotors that are not made of steel any longer and are made of composite and are known
  after time and heat of causing the problem. If they weren’t necessary to begin with it would
  be taking advantage of our customers to sell them something not necessary.
  When there are other appointments as at the doctors office, we can’t get every thing
  completed. We would be happy to replace the pads at no charge again but there would be
  charge for new rotors. As ***** told them it would not hurt the performance or safety of
  braking it is an annoyance.
  Thank you for the opportunity to reply

  Customer Answer

  Date: 09/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Unlike a doctors appointment, I had to find someone to drop me off, my vehicle was kept overnight, and then I had to find someone to take me back. I’ve done this twice with Dixon. And when I first took my vehicle, I told the office manager Hyundai said the pads needed replaced, two rotors needed replaced, and two rotors needed turned. I was given a quote for this work but Dixon decided to change what work was to be done rather than asking me what I wanted. 
  
  Sincerely,
  
  **** ********