ComplaintsforHayes Engine Management

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/31/2022, I dropped off my **** ****** ***** to have the repair of the rear axle beam and picked it up on 1/8/2021 after paying $865 for the service. I began having trouble with my brakes, so I took my car back to Hayes Engine Management (HEM) on 6/13/2022, for services. I was informed that they would order the parts for the brake change and I could return on 6/15/2022 to have my front and rear brakes replaced. I returned on 6/15/2022 and was told they were able to replace the front brakes, however the parts for the rear did not fit therefore they would have to send them back and I could contact ****** for the accurate parts and they would complete the service. I was able to contact ****** and order the parts and HEM informed me these parts were the same that he'd received and would not fit the car. My car was taken to a ****** dealership on 6/23/2022, who agreed that the parts matched my vin and would be a fit, however they expressed additional parts needed to be purchased, therefore I purchased them. I returned to HEM to show them the brakes shoes and the additional parts and was informed these still were the incorrect parts and maybe I should see if ****** could give me brakes for a previous model car. I went on to schedule appointments through **** ******* ****** (**** ****** **), the dealership I purchased the car from. After several appointments, they informed me on 7/25/2022, that they discovered that the initial repair of the rear axle beam was replaced with one from a previous model ***** and did not fit my vehicle properly as it is too small and had caused damage to other parts on the vehicle and is not currently safe to operate. ****** stated the rear axle beam does need to be restored to correct model year. I relayed HEM all the information ****** provided and asked for a solution. HEM encouraged me to proceed with purchasing brakes for a previous model despite it being unsafe and he would use those as he was aware the wrong part was used.

  

  Business response

  08/15/2022

  Regarding complaint, it was initially explained to plaintiff, new parts were not available for her particular vehicle,  but compatible parts from previous year model. After purchase was made and installation completed, she successfully drove vehicle until brakes became worn. Customer returned wanting new brakes installed which she'd gone and purchased independently. It was explained, the brakes she bought would not fit. If customer buys CORRECT brakes, I will install free of charge.    

  
  

  ***** *****

  Hayes Engine Management

  Customer response

  08/21/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  

  The defendant never explained that the parts placed on my vehicle were from a previous model car as I would not have accepted parts from a prior model given that that model is not interchangeable with my model. When seeking the repair I was seeking a safe and correct repair, not a repair based on a quick fix. The defendant could have simply informed me that used parts for my model were not available and opted for new parts that would be the correct fit. 

  The defendant initially attempted to order brakes for my vehicle through ******, however they were not a fit given that the defendant used a part that was incorrect and not interchangeable. The defendant then advised me to purchase brakes directly through ******, which were not a fit given that each order was placed based on the running the VIN associated with my vehicle. 

  If the initial repair had been completed correctly, the defendant would have been able to complete my brake change at the initial request after receiving the correct brakes associated with my VIN, however the defendant opted for a quick inaccurate fix that I later had to be informed of through ****** rather than the defendant, who had ample opportunities to be honest. 

  Ultimately, my request has exceeded beyond a simple rear brake replacement given that I was informed by ****** that the repair was not correct and that my entire rear axle beam must replaced to restore my car to a safe manner. I will not purchase the incorrect brakes for my car for the defendant to place them on my car and continue as if their repair was safe. 
  
  Sincerely,
  
  ******** ****

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