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:08/24/2023

  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 took a 71 ***************** 44 high pinion , new gear set and a new *** air locker to Auburn car repair and offroad to have the gears done. I took it there because they did a grind of mines axle that was almost exactly the same. First off, the owner **** said 2 weeks, it was over 2 months. I requested a **** yoke, they installed a ****. My axle had new Expensive ************************* , fresh paint and other new items on it, it was all beat up with gouges all over my new knuckles, brackets & a different ************* on one of the ****** joints that uses special greasable bolts. I picked up the axle and they had sealed the old cover plate on so I could not see the locker or gears installed. **** did not give me a written estimate and jacked the price up by 15%. I get home & pull the cover to put the new one on and the locker they installed is used, not my new *** locker but a clearly used *** locker with different serial numbers. They kept the original *** box it came in that has the serial numbers in it, manual & paperwork that was in the *** box and ring and pinion **************** I requested the set up specs to be recorded for the Yukon warranty I purchased for the ************** they did not do that, even tho they are a Yukon dealer. The *** they installed is all gouged up, many fine scratches and oil stained around the ring gear bolt holes, clearly used. I ask **** about it and all he says is; its your locker. Ive had several people look at it and they agree. Its a used locker, not a new one that has never been in gear oil or used before. **** the owner sticks to his story, then refuses to respond. They also kept all the part that were not used in the Master set up kit they charged me for. *** comes with its own bearings, only pinion bearings and ring gear bolts are needed, they charged me for a whole kit and kept all the extra parts; carrier bearings, cover gasket, inner axle ****** ************ They got me the correct yoke but the pinion seal leaks

  Customer Answer

  Date: 08/25/2023

  1st pic is my ARB , second pic is of what was installed. Clearly not the same ARB and the installed one is clearly used with oil stains and pits. My serial number started with ***** all I can remember because they kept the original box and manual that has that info. The part installed starts with ****

  Business Response

  Date: 09/11/2023

  Hi there, thank you for contacting me. I am well aware of the complaint from *****************************. We've had multiple conversations, emails, phone calls, as well as complaints to you, the ** State attorney general, forums, etc.  I really don't know what to make of this guy. We've done work for him previously, I share multiple mutual friends, etc. We simply assembled the parts that he brought to us. He has complaints of how it was done, and accusations of me swapping out his part with another part, etc. We've been in business 26+ years and have built a stellar reputation by always doing the right thing and doing good work, and this one is just going to have to go down as "you can't please everyone". I have no idea how to make this guy happy, I did what was asked by him with his parts with a good outcome on the completed repair.  He absolutely has been the final straw forcing a policy change here at my shop of not installing customer supplied parts any longer. In his original complaint, he also stated he never received any of the 'extra' components back that came with the install kit. We do a TON of gear and axle work, and the kits are somewhat universal and always include extra pieces that don't necessarily get used in every axle. Had he requested those parts, I would have gladly handed them over instead of tossing them, this is the first i've heard he wanted those extra pieces back.
  
  Not sure if you need anything else from me, please feel free to contact via phone or email any time.
  
  Thank you.
  
  John *******, owner
  Auburn Car Repair & Offroad
  ************