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:01/31/2023

  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.

  On Thursday, January 26th, our vehicle began to overheat due to an issue. Due to the nature of the problem, we needed to find a close mechanic to bring it into. We were recommended AAMCO on Lancaster Ave in Reading, PA. The shop had space and called to let us know we would need to replace our thermostat and that the total cost would be around $450, and we would need to pay before the labor was complete. We paid, and the work was completed on Friday, January 27th. Then we were called and informed of a separate but small issue that could be repaired for $40. When I asked if I could pay in advance again, I was told since it was a lower cost than the first repair, I could pay when picking up my vehicle on Monday. When we came to pick up our vehicle on Monday, we were shocked to be told the total bill for the second additional repair was over $841. We never agreed to this amount, and if we had been told this amount, we would have taken it to our home mechanic. The business has not remedied the situation.

  Business Response

  Date: 03/28/2023

  To Whom it may concern, 
  *** ***** **** towed his vehicle in (1-26-2023) due to the vehicle overheating and leaking antifreeze. The customer was called and notified that their vehicle needed a water outlet to be replaced to correct their concerns which was authorized and a deposit was given for these repairs. Once these repairs were completed and the 2012 ***** ***** was able to be driven is when the technician was able to hear and feel that one of their wheel bearings was making noise making the vehicle unsafe. The customer was called about this noise and unsafe condition and quoted for the repairs to be completed. The service writer did not require an additional deposit as one was already made initially. The Aamco posted labor rate is $145 per hour plus the wheel bearing and Hub assembly plus an alignment once these steering/suspension issue was corrected. A written quote could have been emailed or faxed upon request. 
  On 1-30-2023 *** **** questioned the balance and was surprised by the balance as I am sure he was told by *** ****** that she heard $40 to complete the work needed. *** **** made the service writer aware of needing financing which he applied for and was approved through ******** ***** Finance this same day at pick up. The service writer also applied a $50 discount to assist *** **** for the confusion which he was very appreciative. *** ****** had asked to speak to me but was told I would return Tuesday morning the following day and decided to pay for the invoice NOT using the financing. 
  On Tuesday morning 2-1-2023 I spoke with *** ****** and listened to her side of the issue and went over the costs involved doing a Wheel 
  Bearing/ Hub assembly and alignment to their vehicle and she explained that she was not satisfied with just a $50 discount. I offered at that point to remove the wheel bearing that was installed at no cost so we can return it for credit and reinstall the wheel bearing that the vehicle came in with and refund the cost of the wheel bearing portion of the invoice. Once their original wheel bearing was installed, we would facilitate moving their vehicle to the shop she wanted the wheel bearing done at. I explained I could do this with no issue from our parts vendor since it would have been so close to the purchase date and very little mileage would have been put on the bearing. *** ****** declined this offer. 
  Shortly there after this *** ****** reached out to Aamco customer relations (******** ************) ###-###-####. Charlene also offered the refund if the vehicle was brought back to have their original part reinstalled and that Aamco of Reading would facilitate moving the vehicle to the mechanic or shop of their choice. As of 3-8- 2023 ******** has left multiple messages as have I to resolve this unfortunate misunderstanding with no response from *** ****** or *** ****. 
  I have included a copy of the signed invoice as well. 
  We take great pride in the service we provide here at Aamco and is why *** **** was referred to us. This letter will also be forwarded to the PA Attorney General and posted to all the media outlets *** ****** has taken to spread negative unfair information. 
  Regards, 
  James G***** 
  Aamco Transmissions 
  Owner