ComplaintsforFountain Tire Northland

• Initial Complaint

  23/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** ******!This business first failed to find the right part for my vehicle alignment, then didnt even let me know and went ahead with the alignment without the proper parts and charged me for it. On top of that, they didnt even reset the steering angle sensor and tried charging me *** for that. Then I found the right part my self and gave them a call. On the phone I was told by the manager *** that if I dropped by with the part, everything will be done for free including the steering angle reset. So I take in the car a week later, and when they are done they try to charge me for it. I refuse to pay, and they wouldnt even let me speak on the phone with the manager. He gives me two options, wait for the manager to come in (told me to wait around for an hour) or they will take the car back in and undo the work they just did on the car. Also worth noting that they didnt find it necessary to do a Steering Angle Sensor reset because the car was fine even though ************ states that the reset must be done for self driving features to work as intended. So I pay and leave and request a call back from the manager since he was coming back in about an hour and I wasnt going to wait **** ***** ***** ** ***** ******. I requested this call back to not have to resort to other means of getting a refund and filing a complaint and maybe helping them keep my business. **** ******** ****** as I waited for that call back and ***** nothing. On top of that, once I got home I realize these guys never even gave me my alignment sheet, which he explicitly said on the phone before I came to pick the car up, yes I have all the documents printed off and ready yet still he never even stapled it to my work order sheet. ** *** **** ***** **** **** ********* ** *** ** ***** **** **** *******

  Business response

  30/06/2023

  On *** ** ***** brought in his 2023 ******* Elantra after hitting a curb. Being a new car (2023 model year) there were no aftermarket parts available and the dealer was 5-7 days to bring parts in. He picked up the car with no repairs done.
  On **** * he brought it back,having had a control arm replaced elsewhere. We completed a wheel alignment,but advised that the front camber angle was out of spec. On this model of car,there are no provisions to adjust the camber, so aftermarket parts are required. Since the vehicle was so new, aftermarket parts were unavailable, and nothing O.E. from *******.
  ***** found the parts online out of the U.S. and called us to confirm they were correct. We advised him on what to purchase, and offered to re-adjust the alignment free of charge.Covering this was not required by us, but was a way to show we go above and beyond with great customer service.
  Weeks later the parts arrived and the car was brought back on **** **. We had noted on his file that we would be covering the alignment, but nothing was mentioned about covering the labour to install the camber kit. There was a charge of 0.3 hrs per side to install the parts, and we had discounted the alignment to **.
  As it is standard to charge for the technicians time when installing additional parts, our advisor stood fast that the charge was fair. ***** refused to pay, thinking that this was work we should have done in the first place. Being non-adjustable from the factory, this was not possible on the initial alignment, and was work required beyond what was already done. He eventually paid, and left very upset saying he would be getting his money back.
  I was not at the shop at this time, but contacted him the following morning. I offered a **** ******, which he accepted. He was understanding and informed me that he had filed a complaint, but would try and remove the review. After our conversation I believe we worked through the issue, and ******************* feels the same. 

  Customer response

  07/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution offered by Fountain Tire located on Northland Drive to be satisfactory to me. I have received the **** ******. 

  
  Sincerely,
  
  *********

*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. ↩