Complaints

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• Initial Complaint

  Date:12/20/2023

  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.

  I paid $518 on 12/01 for a water pump replacement and once I got my vehicle back the steering wheel was shaking when I took my vehicle back up there Melonie called me stating that I needed my cv axle on the right front side replaced, the control arm with ball joint on the front left lower side as well as an alignment. I asked what that all I needed and she said yes. I went to pick up my vehicle on 12/14 and paid $720.73 IN CASH!!! I got 2 minutes down the road and noticed my vehicle was still shaking not as bad but still was. On top of that I let my wheel go and the vehicle started swerving. I immediately called them and stated once I left my toddlers school I was bringing my vehicle back. I came back and dropped my vehicle off a few hours later Melonie calls stating I needed to replace the back passenger tire because it wasn’t the same size as the rest and that was my issue. I picked my vehicle back up and went straight to myson tires to get the correct size tire. Once installed I left and my vehicle was still shaking and wasn’t going straight when I let go of the steering wheel. I called Healons again by this time it was after 5pm I told her if it continued over the weekend I was coming back Monday. All of a sudden I was then told there was a revision in the system that she didn’t see where it was additional work I needed done to completely get rid of the shaking. I asked, “Then why wasn’t I notified of this before I paid y’all in full and you let me drive off”? The owner said he doesn’t know why it didn’t show up in the system. I was told I also need a left front cv axle as well as a left front strut and it would be $500+ extra dollars I cut her off and said no ma’am I’m not paying again for labor when y’all didn’t tell me everything that was wrong from the beginning. The owner finally said if I got the additional parts he would not charge labor. I went in circles calling and coming back numerous times. I feel like they didn’t want to fix this mistake they made.

  Business Response

  Date: 01/04/2024

  ON 12/01/2023 WE DID REPLACE THE WATERPUMP ON THE 21013 CHEVROLET TRAVERSE. TWO WEEKS LATER THE VEHICLE WAS TOWED BACK IN TO THE SHOP. HOWEVER, IT HAD NOTHING TO DO WITH THE WATERPUMP REPLACEMENT DONE PREVIOUSLY. THE  CUSTOMER COULDN'T EVEN DRIVE THE VEHICLE . AFTER RAISING THE VEHICLE ON LIFT, WE NOTICED THAT THE LEFT LOWER CONTROL ARM AND RIGHT FRONT CV AXLE HAD BEEN IMPACTED BY SOMETHING . THE CUSTOMER WAS CALLED AT THIS TIME . WE EXPLAINED THAT THESE TWO ITEMS WERE PHYSICALLY DAMAGED AND NEEDED TO BE REPLACED. AFTER REPLACING THESE TWO DAMAGED PARTS, WE WERE ABLE TO DRIVE THE VEHICLE. WE NOTICED THE VEHICLE WAS PULLING WHILE DRIVING. THAT'S WHEN WE NOTICED ONE OF THE TIRES WAS THREE TIMES SMALLER THAN THE OTHER THREE. WE CALLED THE CUSTOMER ONCE AGAIN AND TOLD HER THE VEHICLE WAS DRIVABLE, BUT WAS PULLING WHILE DOING SO. WE EXPLAINED THE TIRE NEEDED TO BE REPLACED TO START WITH. THE CUSTOMER DECLINED THE TIRE REPLACEMENT. SHE SAID THAT SHE WOULD HAVE ONE PUT ON. AS STATED EARLIER, WE REPLACED THE DAMAGED PARTS THAT WERE OBVIOUSLY BAD DUE TO PHYSICAL DAMAGE THAT WE COULD SEE. WITHOUT HAVING THE PROPER SIZE TIRES ON THE VEHICLE IT WAS DIFFICULT TO CHECK THE PULLING ISSUE AT THAT TIME . NEEDS ADDITIONAL WORK WAS PUT ON CUSTOMERS INVOICE AS YOU SEE FROM THE COPY WE PROVIDED.                                   THE CUSTOMER CAME BACK IN A FEW DAYS LATER AND SAID THAT SHE HAD THE TIRE REPLACED TO THE PROPER SIZE BUT IT STILL HAD A SLIGHT PULL. WE WERE ABLE THEN TO CHECK IT FURTHER. WE RECOMMENDED THE LEFT AXLE AND LEFT STRUT BE REPLACED. AFTER A LENGTHY CONVERSATION ABOUT THE SITUATION , I TOLD THE CUSTOMER IF SHE PURCHASED THE OTHER PARTS NEEDED I WOULD REPLACE THEM FREE OF CHARGE. I THOUGHT THIS WAS MORE THAN FAIR. IT WASN'T SOMETHING I HAD TO DO, BUT I JUST WANTED TO KEEP GOOD RELATIONS WITH THE CUSTOMER. THE CUSTOMER AGREED AND BROUGHT THE VEHICLE IN WITH THE ADDITIONAL PARTS. AFTER REPLACING THE OTHER AXLE AND STRUT, THE PROPER SIZE TIRES , AND ALIGNMENT, THE VEHICLE DROVE FINE. THE CUSTOMER PICKED UP THE VEHICLE AT NO CHARGE.        I FEEL LIKE WE HANDLED EVERYTHING IN A TIMELY AND PROFESSIONAL MANNER. I'VE BEEN IN BUSINESS  FOR THIRTY FIVE YEARS. I'VE ALWAYS PUT THE CUSTOMER FIRST. SOMETIMES , AS IN ANYTHING WE DO, PROBLEMS WILL ARISE , BUT I FEEL WE HAVE BEEN SUCCESSFUL IN DOING THE RIGHT THING FOR OUR CUSTOMERS AND WILL CONTINUE TO DO SO.       
  Thank you 
  Healons Automotive 

  Customer Answer

  Date: 01/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  First when the water pump was replaced due to it only running hot….there was no shaking whatsoever. I was out of town on a business trip I’m **. I sent the money to my mother and her and my stepfather picked up my vehicle on the 1st of Dec. and took my vehicle to their house and parked it. I didn’t return until the 3rd that evening. I drove home and a few days later I noticed my car would shake as I was driving. I ended up calling Melonie at healon because that’s who I’ve always spoke to. I asked if I could have it towed so they could look at it. She said on Wednesday the 13th they close early to have it towed Thursday the 14th early. I did so and she called later on the 15th stating I need those two items replaced. I asked how much it would be and she told me $720.73 I wasn’t happy but I said go ahead and get it done. She assured me that the car was good to go. I picked up my vehicle the morning of the 15th. Not even 5 minutes down the road I called her back telling her my car was still shaking and veering off too the side and if I had an alignment it shouldn’t have done that. She said it was the road down 15S the roads are kinda bumpy it should clear in town I said ok and if it doesn’t I’ll be back up there after I left my toddlers school we had arts and crafts day that morning. Upon leaving I brought my car back to healons and dropped it off. Melonie called stating like a hour or so later my passenger back tire wasn’t the same as the other 3 and also said I needed to get the right size and that Healons did not have that size otherwise they would have put one on. I said ok I’ll go get another tire and if it’s still doing the same thing I would bring it back first thing Monday morning!! I picked up my car again and went straight to myson’s tires!!! By the time I left it was a few minutes past 6 so I had to wait until Monday and when Monday came I dropped my truck back off. Later Monday afternoon I called to check on my vehicle that’s when I spoke with mark. He stated that it was additional work that was put on my order and I told him no one informed me of anything additional. He said Melonie was out to lunch he’d have her call me when she got back. I ended up calling back myself and that’s when she told me it was some additional work added in the computer but she didn’t see it when I picked my car up on the 14th. I said how much is the extra work and why did y’all let me pay y’all in cash in full and leave friday afternoon knowing my truck wasn’t all the way fixed? She claimed she didn’t see the additional work. Any true professional is going to make sure they look over everything before a payment is made and providing a receipt that does NOT state additional work may be needed because that wasn’t on the receipt I paid over $700 on. She said she was gonna talk to mark and see what he says. I waited for hours then I finally went up there myself and at first Melonie looked like she saw a ghost when I got there and was talking to a customer in front of me. Once giving that man his keys she walked outside with him and I’ve never see her do that before. When she came back in the building she walked right past the office door and went to get mark. He then tried to say it was more work that needed to be done and I asked him how did y’all allow me to pay y’all all that money and y’all knew my vehicle was 100%? He claims the note was in the system he doesn’t know what happened but that’s bs!!! After me stating that a few times he then goes to say if you get the parts I’ll work with you I said meaning I don’t pay labor right? He just kept saying yea I’ll work with you I’m like ok and that means no labor charge? I then stated that I would get the parts and have the vehicle towed again the next morning. The next morning I did just that the car was towed around 7:45ish and was to the shop way before 8:30 I had to call and check on my vehicle like around 2pm and I asked is my car not ready yet? She said oh well we have other cars out there and I cut her off saying but I paid y’all already my car should be a priority at this point. She said she would talk to mark again and call me back. I waited another two hours then she finally calls around 4pm and says my car was ready I asked the same questions I always do is it driving as it should and are you sure. She said mark drove it himself to check. I feel like o went in circles getting them to do the right thing they should’ve been done from the start and they wasted my time and money because I had to pay to get my vehicle towed back n forth. Mark lied about me refusing a tire I was never offered one because Melonie told me they didn’t have a tire my size there. 
  
  Sincerely,
  
  
  
  ******** *******

  Customer Answer

  Date: 01/05/2024

  It literally took them several days to say I needed more work done which doesn’t make sense because they let me pay all that money and pick up my vehicle knowing i could’ve gotten into an accident and I have *** children. The owner Mark was beating around the bush about this matter until I came up there. Why did it take so long for him to say if I get the additional parts he would put it on at no labor fee? He simply did not want to do the right thing because if he did that would’ve been the first thing after I brought my vehicle back the first time. I believe this company is money hungry because Melonie was trying to tell me with parts and labor it would’ve been like another $500-600 for parts and labor until I cut her off and stated oh no I shouldn’t have to pay extra for labor because this should have been fixed correctly the first time and the fact she was the main person I spoke to the entire time she assure me from the beginning my vehicle was good to go then they are trying to switch things up. I’m very disappointed because I’ve came to them a few times and never had this problem but I also noticed that every time I came back the fees got higher and higher like they know oh she’s gonna pay whatever to get her car fixed. I feel like they didn’t make my vehicle a priority even after I bought the parts and had my vehicle towed yet again the last time because my vehicle should have been the first one they got done being that I already paid them so much money prior. The literally waited until that afternoon to even start on my vehicle and I told them that was my only vehicle at the time because ** ****** *** *** ** **** ******* *** *** ****. That was how me and my 4 children got around.  mark did not treat me with good customer service he put me on the back burner and tried to lie especially about the tire because I didn’t even speak to him at that time it was Melonie and she clearly told me they didn’t have my size tire because if they did they would put it on for me. Mark said I declined a tire but why would I do that if my vehicle was already there getting worked on…make that make sense. I only spoke with mark briefly on the phone 1 time and that time when I came up there after I had gotten aggravated with them taking so long to get back to me.

  Business Response

  Date: 01/10/2024

      This is my second response to complaint ********. I fully stand behind my original response. I feel we handled the situation in a timely and professional manner.  As I stated in the first response, the original water pump replacement had nothing to do with the front end damage done to the vehicle. The customer had the vehicle towed back to the shop because it wasn't drivable , due to the damage to the lower control arm and axle. It's very apparent that the vehicle struck something. As stated before, these two items had to be replaced because they were completely damaged to the point that the vehicle couldn't be driven.  The customer was made aware of the tire.  As stated before, with the one tire being three times smaller than the other three, this had to be addressed first. This will cause the vehicle to pull.  We are a tire dealer and could have easily gotten a new tire for the vehicle, but the customer stated that she would get one from another dealer. The vehicle " needs additional work " was placed on the customer's invoice. The customer was made aware that since the vehicle had mix-matched tires, further diagnostics couldn't be done. Once the tire was replaced we were quickly able to determine the other parts needed to correct the pull issue. There was nothing unsafe with the vehicle whatsoever, The vehicle just had a slight pull due to strut and other axle. We replaced the other parts at NO extra charge to the customer. It was a 3-4 hour job. We replaced the parts the same day the vehicle was dropped off. The customer picked the vehicle up the very same day.  I'm not sure what the customer wants. The vehicle is fixed and she didn't have to pay any labor at all to install the other axle or strut. The customer has made it out to be some long drawn out ordeal. It really wasn't.  After the customer had the smaller tire replaced and brought it back in, we were able to see what the pulling issue was in very little time. If the customer had let us replace the tire before picking it up originally , we would have been able to avoid all of this. It was the customers decision to pick it up with the smaller tire still on the vehicle. As stated earlier, we replaced the parts that had physical damage first . We needed all the tires to be the same size to check the pulling issue. Lastly, why would the customer want a refund?  The vehicle is fixed. Our shop did nothing wrong, yet we still did over three hundred dollars of labor for free on the vehicle for the customer. Even though the customer was advised that the vehicle needed additional work.     
  

  Healons Automotive