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:07/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 the morning of July 14th, 2023, I took my 2016 *** ***** to get a standard PA State registration renewal as well as a "works" package. Which involves oil change, and tire rotation. This process normally takes about an hour, and is something I have done at Quick Lane multiple times. However, when my car was finished and they were reporting anything abnormal I was talked to by both front desk receptionists, a man and woman who shall go unnamed. They disclosed that my factory brakes needed to be replaced soon as well as my tires. I mentioned the brakes I could understand but the tires were a year and a half old with less than 10k miles on them. They scoffed and said "Where have I been drag racing?", which I took lightly as a joke knowing my tires couldn't have been reading between 4-6 /32 as stated in the report. I left having the intention of getting my pads rechecked as I drive very well and am confident I could squeeze a bit longer on my brakes from my own assessment but knowing my tires were definitely fine. It was also after leaving Quick Lane I had a gut feeling something wasn't adding up and started to suspect something was off. Fast forward to the 18th July 2023, 4 days after leaving Quick Lane I took my daughter to get an annual dental exam done. Upon entering my vehicle, after sitting in my driveway for 2 days, the ABS light kicks on. That afternoon, after the ABS light went off I took my car to ***** ******** ****, to Check tires and brakes. As soon as they removed my front tires, they called me into the bay to inspect the ABS lines myself. Both ABS lines on my front wheels had excessive damage done to the same area, right above their connection to the rotor. They said the damage is consistent with Vice-Grips or Pliers and due to their location could only be the result of direct human tamporing. Additionally, no damage was done to the arm, well, undercarriage, and was specifically on the ABS line. After ordering the new ABS lines, I proceeded to Quick Lane to speak with a manager. I was instructed that I could wait or have them call me when they returned from a meeting, so I decided to have them call me. Returning home, sometime later I received a call from the manager promising they would look into it and call me back. Then today on 19th July 2023, at around 1300 I got a call back. The manager assures me that it wasn't his mechanic, and that ***** **** *** ****** "bad mouths" them. So I decided to report this to the BBB West PA, if not get the issue resolved, then to at least let it be known about and hopefully add to or start a record for Quick Lane Tire & Auto Center.

  Business Response

  Date: 08/03/2023

  I am responding to customers' concern that their vehicle was damaged when in for service. We did work on the customer's vehicle July 14th, 2023. We had performed the works service and PA State Inspection. The works package includes an Oil and Filter change and Tire Rotation. The mileage on the vehicle at the time of service was 50,488 miles. 
  The customer came back into our facility on July 18th, 2023, and had a concern with the workmanship quality of the service on his vehicle. He stated that we had damaged his vehicle while we had serviced the vehicle. When he first came in, he had spoken with one of our Service Advisors as I was in a meeting. After my meeting I called the customer and advised him I would have to research what we had done to his vehicle, and I would call him back the next day. I pulled the paperwork and found the time and date the vehicle was serviced on. I reviewed the video footage of the technician working on the vehicle and while watching I did not find any evidence that we had damaged the wiring to the ABS sensors as the customer has claimed. I reached out to the customer on July 19th. The first call was in the morning at 10:06 am with no answer. I tried back midafternoon and was able to get ahold of the customer. I advised the customer that I had reviewed the paperwork and footage of us working on the vehicle and we had not damaged the customer's vehicle. I invited the customer to come in and review the footage with me. I also offered to the customer to bring the vehicle in, and he and I would look at the vehicle together. He refused to do either one of those. I also explained to the customer that we have seen vehicles lately that have had wires chewed through by wildlife however customer was not willing to bring vehicle in so we could look at it. The customer asked us to remove his phone number and email from our system which we have done. 
  We were willing to work with the customer and see what we could do for him. The first step would be for us to look at the vehicle. Please let me know if you need any more information. 
  Thank you, 
  
  Quick Lane Manager 

  Customer Answer

  Date: 08/03/2023

  Better Business Bureau:

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I will not be bringing my car back to Quick Lane Tire & Auto Center, nor will I be watching the video footage of my car being worked on. I am not an expert on automotive repair, and I do not have the time to sit and watch hours of video footage.
  
  The photos of the damaged ABS lines show that the metal was scratched, which suggests that the lines were NOT chewed by an animal as suggested by Quick Lane Tire & Auto Center. The statement provided by ***** addresses this. The fact that both front ABS lines were damaged in the same place, at the same time, just days after having been "worked on", suggests that the mechanic was negligent in their work or actual vandalism may have been involved.
  
  I have since had the repairs done by a competent automotive shop. I am publishing this complaint so that others will be aware of the potential for this type of incident, or similar, to occur at Quick Lane Tire & Auto Center (Chambersburg, PA).
  
  Thank you for your time.

  Regards,
  
  *******************************