Complaints

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• Initial Complaint

  Date:01/30/2024

  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 2-20-23, I had my truck into this business for a service, an inspection, and a ball joint replacement on both sides. On 2-22-23, I paid them a total of $3,024.88. The cost of the ball joint replacement portion of that, was $2,457.90. In November of 2023, I noticed that I was having telltale signs of ball joint problems. I took that truck to a different mechanic and had him inspect it, and upon inspection, he said that the ball joints desperately needed replacing. The cost of getting those ball joints replaced from the other mechanic was $1,380. When he asked me how long it had been and looked at the original invoice, he informed me that Campanellas had charged an exorbitant amount for the replacement, as well as done bad work because a ball joint replacement should last much longer than nine months.I went back to Campanellas and asked them to refund me the difference between what their initial charge was and what the cost it was to get it fixed and they refused. The original invoice did not have an hourly breakdown of labor. I have since asked their regional manager, *****************, for an explanation of the hourly rate and how many hours it took, and he has refused to provide that information. He's also refused to provide any contact information with upper management, the company's legal department, or anyone that will allow me to proceed further.I believe this business overcharged me, provided inadequate adequate work, and has failed to provide information that I am ***********.

  Business Response

  Date: 02/20/2024

  In response to the complaint filed by *****************************,
  ******* approved the repairs and went 8 months without contacting us after the repair. On 10/13/23 ******* called and asked if the ball joints had been replaced, we asked if anything was wrong, and he stated no (Recorded phone call attached). Directly after the repair was performed, we also notified ******* that a free recall from the manufacturer for a track bar had to be replaced to keep the ball joints in good condition (We attached the phone call from after ******* contacted us about the ball joints to the dealership that stated the recall had not be performed). The first we found out about any issue with the vehicle was when Dominics wife dropped the removed parts off to our office in November. We informed ******* multiple times that our warranty policy is 24 months and 24k miles for parts and labor. We have no problem honoring that with any customer. The warranty on the invoice clearly states that the vehicle must be brought back to our facility to have the work performed.******* did not do that. ******* contacted the owner via ******** later that day and called relentlessly for an answer. We decided that since we could not deliberate without seeing the vehicle, we would ship the parts back to the manufacturer for the determination from the engineers about part failure. We are still waiting for the results from the engineers (emails attached). Even after taking steps above and beyond our warranty process, we still had no opportunity to repair any faulty parts, the recall has not been done, and ******* still refuses to allow us to see the vehicle after the repairs were done. Once again, we have no issue warrantying any repair, but how are we supposed to warranty anything without ever seeing the vehicle? ******* has continued to hound us for when he will receive his refund. We refused to provide any information to ******* about rates and more because he said his attorney needed it. The invoice attached from ******** also does not have the information that he is claiming needs to be there. As soon as ******* stated his attorney was involved, we contacted ours and requested his attorneys info so ours could contact his. Correction: your website does not allow for uploading of the recorded phone calls because of size, nor all three email chains he started with us or the correspondence emails with the manufacturer. If needed, we can provide them in another format.
  Thank you,
  **** Campanellas Auto & Tire Center