Complaints

This profile includes complaints for Bernville Auto Parts, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bernville Auto Parts, Inc

  127 West 2nd St Bernville, PA 19506

  
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  Bernville Auto Parts, Inc

  PO Box 127 Bernville, PA 19506-0127

  

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:08/12/2024

  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.

  I went to get my car inspected at ***************************** on 8/9. They called to say I needed new brakes to pass inspection. I said okay. I pick up my car and two days later (8/11) my brakes give out while driving and I hear a noise on my back left wheel. I had triple A tow me back to Bernville Auto in which the tow man said holy shit! Your caliper is hanging off! You are very lucky. Meaning I am lucky I did not die. They fix my car today, 8/12, I go to pick it up and they try to explain what happened. Not once taking accountability and trying to explain that there are certain screws that he thinks they should make longer, etc. He mentioned he had a young mechanic that was working on my car and he didnt tighten something that at Bernville Auto they usually tighten. At other auto places they dont always tighten, so the new mechanic didnt know. Which again, is not my fault they did not train their new mechanic accordingly. He will not refund me for the parts because well you have the parts. He just refunded me for the labor, not the parts. I believe I am entitled to the entire amount, minus the oil change. I was there to have my car inspected, they said I needed new brakes to pass, so I said yes. I want them to cover the inspection as well since they put everything in passing and let me drive off. He also said these things can happen! Taking no accountability. I walk out to my car and the tire appears flat. I walk back in to tel them and the owner comes out and says thats not all the way flat! They take it back and the caliper that was originally hanging off that causes my brakes to give out had dinged the wheel causing the air to come out of the tire. Which again, they did not catch or tell me. It was interesting because a man knocked on my window to tell me my tire looked flat - and it was one of their employees who had just parked next to me. I was upset, yelling, and the owner put his hand in my face like a 5 year old.

  Business Response

  Date: 08/27/2024

  Response file attached.

  Customer Answer

  Date: 09/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22132249
  
  I am rejecting this response because:
  
  Hello
  Please see below for my response for various points that Bernville Auto Parts failed to mention in their response:

  
  Because the two bolts were missing, we were unable to make a determination of what caused the bolts to come loose. 
  

  It was specifically stated by the owner that he had a new mechanic working on the car and that the new mechanic did not know that he had to tighten a certain area after putting on the new brakes and caliper.

  
  It is important to note that with the loss of the left rear brake not working, the redundancy of the vehicles braking system still provides ample braking so as to not place the vehicle or driver in any danger. 
  
  It is important to note that I was getting on the turnpike in a roundabout so was able to not hit another vehicle as all other vehicles in front of me were in motion. If I had tried to come to a sudden stop at a stop light and another vehicle was in front of me, I would have absolutely rear ended them. 
  
  After determining the problem, I addressed the issue and assured the customer that we would immediately correct the problem. 

  Unfortunately, I did not even receive a call in the morning that someone had acknowledge my vehicle being towed there. I left my key in an envelope and a note explaining the problem on the envelope. I had to call Bernville Auto Parts to check in to see if action was taken. Upon calling, there was no sense of urgency or apology given at that time. I responded that "this is a serious matter, and whomever I was speaking to responded Oh, I know. I did not get a call until my car was ready at 3:00 and in that call again, there was no apology, and the person just said my car was ready and they will explain what happened when I get there. I arrive, and the owner begins to show me a diagram of how screws are installed for new brakes. While I appreciate being shown the diagram, this did not address the issue of my caliper hanging off. If the screws were installed correctly, my caliper would not have been hanging off as I have had absolutely no issue with my caliper since purchasing the vehicle and having it inspected many times before. I began to emphasize how serious of an issue this was that my brakes gave out due to the negligence of installing my caliper. That is when the owner mentioned a young mechanic had worked on them and he must have not tightened them appropriately. I asked for a refund to which the owner replied for what? I once again emphasized how serious of a matter this is, mind you to this point I had received no apology, and stated I wanted a refund for the negligent services and parts. The owner then responded, Well you have the parts. While I understand I have the parts, it is extremely poor customer service to not even lead with or suggest a solution to their mistake upon me entering the business. It was only until I sternly emphasized the severity of the matter that the owner begrudgingly stated I am sorry this happened we will refund you for the labor, but not the parts. Overall, the issue was not immediately addressed and there was absolutely no apology until I began to escalate the situation in the shop, solution, or overall customer service in this matter.

  
  Upon returning the vehicle to her, she stressed the fact that she did not feel that she should pay for any of the work performed and was seeking a refund of $698.59. I attempted to explain that, while I am sorry for the situation having happened, it is sometimes unavoidable. And since her car was now repaired with over $529 of new and working parts, it was unreasonable for me to absorb both the labor parts and costs. I did refund the $169.52 for the labor and taxes.
  

  I did stress the fact that the cost should be absorbed by Bernville Auto Parts as this was a serious situation. Brakes do not just happen to go out and calipers dont just happen to fall off right after I got my brakes replaced. Again, I have had absolutely no issue with my brakes previously. In stating that Bernville Auto Parts does not feel they should absorb the costs, this once again shows that no accountability or customer service was given. I understand ********************** are expensive, however, due to the dangerous consequences that could have ensued, the appropriate action to resolve the matter would have been to lead with empathy and accountability, and not dismiss the matter.

  
  The car was returned to the customer who then left the premises. I have not heard from the customer prior to receiving your complaints.

  Bernville Auto Parts failed to mention that the first time I exited the business, I entered my car. Someone then parked beside me and knocked on my window. He stated your tire is low. I looked and my tire was indeed extremely low to the point that I could see it beginning to flatten. I go back inside and ask if they were going to mention that my tired was flat. The owner comes outside to look and says its not completely flat! While no, it was not completely flat, it was enough for someone to notice and knock on my window. The person who knocked on my window turned out to be someone who actually worked at Bernville Auto Parts. The team took it back into the garage and turns out that because my caliper was hanging off it nicked my actual wheel causing the tire pressure to decrease, thus a flattened tire. Again, no apology about that incident either. I again, re-emphasized that the entire situation, caliper hanging off, and now nicked the wheel that was missed by the mechanics that day, was completely neglectful and the entire situation was not tolerable. I stressed all of these inadequacies to the owner and he put his hand in my face to try to get me to stop talking. My car had to stay overnight to have the wheel fixed. Bernville Auto Parts did cover the cost of the parts of the wheel. However, upon returning the next morning to pick up my car, my father did come in, and we both asked if everything was ready to go and secure to which the owner sarcastically responded pretty sure. I have not reached back out to Bernville Auto Parts because I would never go back to a place of business that:
  1.       Someone puts their hand in my face to get me to stop talking
  2.       Presented no apology, accountability, or empathy to a rather potentially dangerous situation
  3.       Was spoken to and treated in a disrespectful manner
  4.       Responds in a sarcastic tone when asked if a car is secure and ready to go after all of those mishaps had occurred
  I took my vehicle to another auto body to double check that everything was installed correctly and secured because I did not trust Bernville Auto to get the job done correctly, and they provided no verbal reassurance that everything was in fact, secured.
  
  Regards,
  
  ******* ******