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:03/02/2023

  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 had my car worked on in their shop. I was guaranteed parts would be genuine dealer parts for my vehicle and they were not even though I was charged for those parts. My car came out with more issues that it never had before. I took my car to the dealer to try and find the issue because their shop could not. There they found they were after market parts. *** bacons went to the dealer without me knowing and made the dealer feel so uncomfortable that they refused to try and fix the issue because they said *** Bacons was the one that caused it and they didnt feel comfortable working on the car. Since I didnt have any other options I went ahead and allowed *** bacons to try and fix the issues and make it right since they admitted to using aftermarket parts. I brought my car back and it is still having the issues it never had before they worked on it and now they are refusing to return/reply to my messages. I believe they only offered to try and fix it because I said I would go through legal resolution. I dont even know if they actually fixed the car and I cant trust the work they do. Car still has major issue that it did not have when It went into their shop.

  Business Response

  Date: 03/09/2023

  *********************** came into *** Bacon's Tire Pros in October of 2023. Her complaints were as follows:  Her vehicle would not start up or would die after it had been sitting for a day. The battery would not hold a charge due to the alternator failure.  This repair was $1035.24. The remainder of the repairs we did were fluid services and tune up services per her request as she had already received an estimate from the dealership and was wanting to get a better price.

  A day or two later the new alternator we replaced failed, and we warrantied it out and put a new "aftermarket" alternator in because the original ****** part was not available, and the customer was waiting at the shop.

  A few days later, *** returned to the shop very angry and said she had been to the dealership, and they told her we used aftermarket parts. *** explained to me that she had told the service advisor she wanted only factory parts and felt like we were trying to scam her. She made it clear she did not trust us. After explaining to her what happened I offered to put her into a rental car and replace all the parts with the factory parts purchased directly from the dealer. I told her I would give her copies of the receipts we received for her parts to be transparent. In total the amount we paid for her new parts was $1167.36 in which the invoices are attached. We also paid close to $800 for her rental car for a few weeks to make sure her complaints were completely addressed and fixed before we released the vehicle.  

  January 17, 2023 *** reached out to me about a shuttering/ shaking that was very subtle. She brought the vehicle in on January 27, 2023. A technician test drover her vehicle and could not verify her complaint.  However, we did fix her e-brake that wasn't functioning while she was in free of charge.

  March 3, 2023 I receive the BBB complaint in my email. I reached out to *** to see if she was having car issues and she said it is very subtle and doesn't happen very often. 

  At this point, I have done everything I can possibly do to try to make this customer happy. I've done more than any reasonable other shop would have done.  To her point about us getting involved with the dealership-- I did call the dealership because she was accusing my staff of installing her parts incorrectly-- which is not possible. The dealer then informed me that they too have tried to diagnose her "shuttering/ rumbling" problem that doesn't happen often and cannot diagnose or verify it as well.

  Again, I have done above and beyond what any other business would have done, and I do that for my customers because I value them, and I value the business my family has built over the last 62 years.  It's upsetting when you have an unhappy customer, but I've learned I can only do my best and cannot change the outlook or attitude of others.

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19530920
  
  I am rejecting this response because: I have emails and witness that heard the call about the dealer specifically telling me after market parts were installed and parts were installed incorrectly. My car had no shuddering issues until after it left the shop. The dealer did not want to work on the car as they did not want to be pulled into any legal issues and said that since *** Bacons was the one that did the work and caused the issues, they dont feel comfortable working on it and will have to take it back to them. Why should I be held responsible for what a shop did. I understand that they paid for a rental to fix the issues they caused! As they should but the issue is not fixed as the car still makes the same shuddering and shaking that it NEVER made until after I left their shop. At this point there is nothing they can do because I cant trust the work they do but I will be sharing my experience as others have the right to know. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/04/2022

  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.

  The quality of work and the competence of the mechanics and causing new issues in my vehicle. I was assured original parts would be put it for repairs and aftermarket parts were put in and I only found out because I took my car to the dealer. They admitted it but were in truthful and had no intention of letting me know until I confronted them about it. My car came out with a new issue that wasnt there before their shop worked on it. Mechanics advice after taking it back 3 times was for me to just ignore it as long as the car doesnt die. Took my car to the dealer and they found it with no issue. They are an untrustworthy businesses that had less than capable workers.

  Business Response

  Date: 11/14/2022

  At this point in time we have communicated with the customer and have their vehicle back at our shop for repair. We are trying to resolve the issue and hope by ** doing so that we can avoid this dispute. We want nothing more than to make our customer happy and confident in our repairs.