Complaints

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• Initial Complaint

  Date:12/29/2022

  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.

  Car was inspected 12 DEC 2022, when it was dropped off I supplied 4 rotors, 8 brake pads, and a wheel speed sensor (all purchased on 2 DEC 2022) related to the antilock brake system because a warning light was on. I was informed at that time that the brakes did not need to be replaced and the sensor was not installed. With it being winter I scheduled a time back at the shop for 28 DEC 2022 as I felt this was a safety hazard. I was then informed that one of the mechanics used a blowtorch to remove the sensor and during that process he "overheated" the brake pad. When I was told the pad was overheated I was under the impression that this means the pad is no longer useable. Since I still had the brakes that I purchased earlier in the month, I took them back up to the shop to have them installed, it was at this time I was informed that it is standard practice to replace all brakes at the same time. I then received a call that the brake calipers in the rear needed to be replaced and I questioned the fact that this was not noticed during the inspection that took place ~two weeks prior. I then received a call that my bill would be $870.56. This was shocking to me because the original issue that the car was brought in for should have been under $200. If it weren't for the mechanic that worked on my car using a blowtorch and damaging other parts of the car I would not have had to incur this added cost. It is my opinion that the customer should not be responsible for the additional cost due to a mistake on the part of the mechanic.

  Business Response

  Date: 01/11/2023

  This is a response to complaint ID ******** 

  
  The customers mother set the appointment for 12/12/2022. At no time during the setting of the appointment was it mentioned about installing brakes and rotors that customer was providing. We normally would not install parts supplied by the customer. When I called to inform ****** his State Insp was complete, and everything checked out ok. He asked if we installed the brakes and speed sensor he provided. I apologized, I didn't know anything about the brakes or sensor. I asked if he was having issues with his brakes. That is when he told me they felt like sometimes they dragged. The measurements on the rear brakes measured out at 6/32b. 2/32b is failing, so measurements were ok for inspection. At this time he had asked if he could set another appointment for the 28th of Dec 2022 for installation of the speed 
  sensor. 

  
  The vehicle was dropped off on the 28th for the speed sensor, at this time he had asked if we would have time to install the brakes. I said let me see how the days schedule goes. Once my mechanic started the repair on the Rt Rear Wheel Speed Sensor, my mechanic had called me back to the vehicle, and noticed that the Rt Rear Brake Caliper would intermediately not release. An issue that the customer knew about, that's why he had purchased brakes and rotors to install. I called ****** back to inform him of the issues with the caliper, I said since your brakes pads were getting hot from the caliper dragging it would be a good idea to replace your brakes at this time. Since he's been a good customer I made an exception, I would install the pads and rotors he had if he'd like us to. He said he would have his grandfather bring the brake pads and rotors up. I was not there when the parts were dropped off, but front and rear brake pads and rotors were dropped off. So we replaced all 4 Wheels, pads and rotors, installed a Rt Rear Wheel Speed Sensor, Two Rear brake Calipers and Bled the brake system. There was a mistake on the price of the rear Brake Calipers. I told ****** the price was 187.50 after the calipers were ordered, the parts supplier called and said the calipers that were needed were a high performance caliper and the price was 276.89. I kept the price of 187.50 since that's what was originally quoted, I also discounted a half hour of labor off the bill. 

  
  At no time was my intention to try to install brake pads that the customer was providing to increase the price of the job. If that were the case I would have told him right off the start that we will install his pads and rotors. I only offered once it was determined his rear calipers were not releasing to make it an overall better job. 

  
  With over 20 year of service in this location we have a strong customer base due to our quality service, fair prices and our strong ethics. I apologize if there was miscommunication, but at no time was there a point to try and be unethical. 
  

  Sincerely 
  John O**** 
  AAMCO Transmission and Total Car Care 
  8436 Perry Highway