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Complaint Details
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Initial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 7/22/24, I took my car in to have the thermostat replaced and the oil changed. When I picked up the car, I was not told that the undershield had been damaged in the process and had not been replaced. This information was, however, printed at the bottom of the invoice. When I asked about it, I was told to pay a dealership or body shop to replace it.They broke the undershield and refused to repair or replace it.
Business response
08/07/2024
THE VEHICLE UPON ARRIVAL HAD CLIPS MISSING TO RESECURE HIS UNDERSHIELD. WE DID NOT DAMAGE THE UNDERSHIELD IT WAS LIKE THAT ON ARRIVAL. WHEN THE TECHNICIAN TOLD THE CUSTOMER HE STATED HE DID NOT WANT TO PURCHASE THE CLIPS TO RETAIN THE SHIELD AND THAT IT WAS NOT ESSENTIAL AND HE WOULD NEED TO GO TO A DEALERSHIP FOR REPLACEMENT AS THEY ARE DEALER ONLY PARTS. THE CHARGES WERE FOR THE REPLACEMENT OF HIS ENGINE THERMOSTAT AND A COOLANT FLUSH AND OIL CHANGE. WE ARE NOT LIABLE FOR THE CONDITION A VEHICLE IS IN UPON ARRIVAL.Customer response
08/08/2024
Complaint: 22100595
I have reviewed the business' response and am rejecting it because:
This information is not accurate. I was never offered the option to purchase the clips and have it reinstalled.
Sincerely,
***********************Business response
08/09/2024
AT THE END OF THE *** I JUST WANT TO MAKE THIS RIGHT BY *********** AND GET ON THE SAME PAGE AS I THINK THERE IS A DISCONNECT
UPON ARRIVAL THE UNDERSHIELD, OR ENGINE SPLASH GUARD (A NON ESSENTIAL COMPONENT OF THE VEHICLE) OF THE ALTIMA WAS HELD ON BY 3 OF THE TEN OR SO CLIPS WE DID NOT DAMAGE IT IN ANY WAY. THIS SHIELD IS VERY COMMON TO NOT BE SECURED PROPERLY AS ITS ONLY HELD IN BY SMALL PLASTIC CLIPS
THE SHIELD WOULD NOT RESECURE SO WE CONTACTED THE CUSTOMER TO OFFER THE CLIPS TO RESECURE TO WHICH HE DECLINED. WE THEN THREW THE SHIELD AWAY AS IT IS NOT ESSENTIAL AND WE THOUGHT WE WERE DONE WITH HIS SHIELD ISSUES. I DONT KNOW WHY HE IS SAYING WE DIDN'T OFFER THE CLIPS BECAUSE WE DID THAT IS ALSO WHY WE PUT IT ON HIS BILL THAT IF HE WANTED IT REPLACED HE WOULD NEED TO GO TO A BODY SHOP OR DEALERSHIP.
UPON PICKUP NOTHING WAS MENTIONED ABOUT THE SHIELD. IT HAS ONLY RECENTLY BEEN MENTIONED NOW THAT HE HAS PICKED HIS CAR UP A SECOND TIME WHEN IT CAME BACK
IF THE CUSTOMER CAN GET THE SHIELD I WILL PUT IT ON HIS VEHICLE AT NO CHARGE IF HE WOULD LIKE, BUT I AM NOT LIABLE FOR HIS SHIELD THAT WAS NOT PROPERLY SECURED UPON ARRIVAL AND WE DID NOT DAMAGE IT. IF WE DID WE WOULD HAVE REPLACED IT FOR YOU. WE HAVENT GOTTEN THE REPUTATION WE HAVE BY TAKING ADVANTAGE OF OUR CUSTOMERS. I JUST WANT TO MAKE THIS RIGHT
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.