ComplaintsforRedi Imports

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I came to get my 2016 ****’s alternator fixed when I dropped my car off I had no other issues amongst calling to check the status of my car the employees were very rude and didn’t allow me to speak with someone I then received a call back stating they had broken my radiator hose and needed more time to fix that for my car to be done I allowed them that opportunity once they were done they called around 515 for pick up there shop closes at 6 so I wasn’t able to arrive until the next day when I arrived the next morning they had charged me an extra 100 dollars for a storage fee which I felt was inappropriate due to their errors which initiated an argument with the owner I then paid my bill to go out to my car and my car did not start now they are telling me I need a new battery but I’m unable to see if the alternator is actually working and they refuse to charge the battery I paid my full bill of 700 dollars and I’m not able to drive off with my vehicle I should be refunded since they refuse to service me any longer and I’m unable to see if the job they were responsible for doing is done correctly while I’m on site

  Business response

  08/12/2024

  Your vehicle was a no-appointment tow-in on Monday August 5, 2024. You were informed your car would not be able to be seen until Wednesday August 7, due to a very busy and booked work week. Your response was, “that’s ok”, then asked if you could still get a tow-in that day, we said you could, no problem. We inspected your car on the 6th and Ian called you with a quote for a new battery and alternator assembly. The customer hung up on Ian after stating "I can find an alternator somewhere cheaper". You called back that same day and approved only the alternator assembly and no battery with Ian. The old alternator you had in your car drained the current battery; you need to replace your battery. You were informed of this and declined all repairs except for the alternator. Tuesday August 6, 2024- you called the shop 5-6 times throughout the day. When our female employee would inform you the person you wanted to speak with was busy, you refused to leave a message and became irate, demanding she put the male employee on the phone, refusing to leave your number stating that the male employee knew who was calling. After the Female employee informed you, she could not interrupt the male employee when with another customer, You showed up to the shop and to physically threaten our female employee and that you were going to “bring your girlfriend down to take care of her". The female employee had to leave work early because she was in fear. Once your car was done, we called you at 4:15pm on the 6th, to come pick up your car. At 5:50pm you called and let us know you would be at the shop by 6:10pm. The employees were kind enough to stay longer because you said you were on the way. You called back at 6:15pm stating you were still on the way. We called you between 6:20 and 6:30pm- first time no answer. We then called your girlfriend, and she stated the **** got pulled over. By 6:45pm, there was still no word from you and by this point the shop had been closed for 45 minutes. So, the employees went home after waiting 45 mins and the customer never showed. Thursday August 8, 2024- You arrived at the shop, you also became irate with the owner, harassing him verbally and screaming at him in the office and saying you should pay for anything. When you were asked to please wait outside while the police were on their way, you refused. Continuing to yell at the owner, other customers and claim we didn’t fix your vehicle. The customer was trespassed from the property and the police jumped the car and showed him the new alternator assembly and confirmed the repairs with the customer, and the customer drove their car away. All work was done under Alldata labor rate guide and by book time at an hourly rate posted in the shop waiting area. Customer has and new alternator and still wants all his money back and the new parts as well... 

  Customer response

  08/13/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The owner was very verbally abusive and * I was on the phone with the sheriff because that was the only people I could call to resolve the issue and while doing so the owner screamed in the background that I was calling my boys to come get him smh the owner also is failing to mention how his employees broke my radiator hose and that is why the car had to be kept for longer I was never told about the battery that’s why in the picture of the receipt no Information about the battery was written I was never notified about anything pertaining to having a bad battery until I arrived I did become upset because they were rude along with breaking things and holding no accountability. * * * * *. Regards,  ******** ******  

  Business response

  08/14/2024

  Redi imports brings high quality and affordable European auto repair to the downtown and city area of Rochester NY and is located in the lowest income area of the city at the Rochester Public market district and will not allowed employees to be verbal abused by customers or for people to use the BBB as a weapon against small business and to spread hate and misinformation. This customer has asked for a full refund and still want to keep all the new parts they have. The customer was provided a fair service at a fair cost, but then ask for it all to be completely free. Redi imports told him he needed a battery and customer declined due to cost. We can not offer a full refund in this case. 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IF there were minus stars I would use them !! I am not going into detail except to say I have never, never been so disrespected by a shop owner as Ryan Lynch has been to me. I had an alignment done improperly twice (2X) AND I am very patient when dealing with an issue, probably due to my extensive background in business. Had to get a realignment due to crooked steering wheel. Four months later and less than 4,000 miles, I had a completely worn out tie rod end! His own employee confirmed, after showing him the worn out part, "they don't wear that fast!" With a worn out tie rod end, alignment should NEVER have been done! When brought to their attention more than 2 weeks went by with no response! After several phone calls and visits I was told Ryan Lynch, the owner was very busy implied by his clerk the reason for no response. Still NO response until I finally got their attention by threatening a bad review! WOW . . . finally got a return call BUT couldn't even get a word in edgewise! He, the owner was belligerent, continually talked over me on the phone as I was trying to explain the issue. HE hung up on me, mid sentence after informing me I have been black listed! Worse yet, the alignment cost . . . $125. MORE THAN most area shops. BUT when brought in for the corrected alignment, my X3 was HELD HOSTAGE and would NOT BE released unless the demanded additional $75 be paid! Over many years in business and as a consumer, I have never been treated this way and I have NEVER treated others with this kind of disregard AND disrespect! lF YOU HAVE ANY PERSONAL RESPECT AND SENSIBILITY, I WOULD AVOID REDI IMPORTS LIKE THE PLAGUE !!

  Business response

  05/12/2023

  The customer came in originally on 6/16/2022, and requested an alignment on his vehicle.  We performed his alignment, without issue. We provided him an alignment printout, which shows the measurements before and after the alignment was performed.  In addition, we performed a complimentary 19-point checkover on his vehicle, and noted that his tie rods were in good condition at that time.  See attached for a copy of the Customer’s invoice, alignment sheet, and 19-point checkover.

    
  Several weeks later, on 7/26/2022, the Customer returned and requested another alignment.  When asked if he had any concerns, he stated that he needed a new alignment for two reasons:  
  1)  The steering was now off-center, which he stated it was not off-center when he left from the first alignment (see Customer Concern on work order) – indicating that the wheel became off-center after he left our facility. 
  There are many factors that can affect an alignment, such as hitting a curb or pothole, or if he performed suspension work (or had it performed) on his vehicle, etc.

  
  2) He stated he wanted different (custom) alignment specifications this time (meaning, he wanted us to align it to have less Camber adjustment, which is outside the recommended specifications from the vehicle manufacturer.
  We performed this second alignment, to his specifications. The steering wheel was centered, and we adjusted his camber as he requested. We provided him with an alignment printout, which shows the measurements before and after the alignment was performed. ***It is important to note that when we put the vehicle on the alignment rack and took initial measurements, those measurements did NOT match the measurements of the first alignment.  This indicates changes had occurred to the alignment within those 41 days.

    
  Based on the fact that his alignment was clearly changed since his first appointment, and due to the fact that he was requesting new/custom alignment specifications – we would typically charge full price for the second alignment. However, because he was a repeat customer, we did give him a 50% discount on the second alignment.

    
  Now today, in the Customer's complaint dated on 5/11/2023– he is stating that his tie rod is now bad (11 months after his alignment) and it is his opinion that we never should have performed an alignment 11 months ago. 
  It is important to note that we inspected his tie rods during the first appointment, and found all were in good operating condition at that time, and have not seen his vehicle since.  A tie-rod is a wearable item, and condition does deteriorate over time – which can be exacerbated by road hazards, hitting potholes/curbs, or vehicle being kept outside in winter.  While it is possible his tie-rod is worn today, as he stated, that is not something that we can control.  I can only verify that it was not worn at the time of his alignment. See 19pt vehicle checkover attached.  

    
  It is also important to note, that we did not tell him to get an alignment or recommend that he should get one.  We have never seen this vehicle before.  He simply called our office, and made an appointment for an alignment on his vehicle.  He requested a service to be performed, and we performed that service without issue.

     
  We responded/returned all of the Customer’s calls. We provided before & after alignment specifications printouts at each appointment. And the Customer did not have any complaints after either alignment. Since we had already provided him with a generous discount on the second visit, and given that we performed the service he requested, we are not able to provide a refund 11 months later due to wearable items that are out of our control.  

  Customer response

  05/22/2023

  This whole issue is really, really simple!  I don’t have any documentation to add. RI has done a good job of that, except to say there are several if not many inaccuracies! I will point them out momentarily. 

  FYI . . . I am retired. I do not drive much except to the grocery store 2-4 miles.  I am the only driver.  For many years put on 60,000 to 80,000 miles per year. NOW less than 6K/yr.  NEVER, NEVER hit any potholes! AND I KNOW MY VEHICLES !

  Moving forward, this whole thing IS simple because I have far better things to do with my time than to waste it on this! . . .  Especially if all work had been done properly as contracted BUT at the end of the day, my vehicle was aligned 2x and the steering wheel was STILL NOT CENTERED!   Please let me clarify and I’ll try to be brief.

  According to the paperwork dated 6/16, “We performed his alignment, without issue.”  #1 My issue IS in fact the steering wheel after alignment was not centered!  #2  “In addition, we performed a complimentary 19-point checkover on his vehicle, and noted that his tie rods were in good condition at that time.  See attached for a copy of the Customer’s invoice, alignment sheet, and 19-point checkover. “   ??? THIS IS A JOKE . . . I was there and watched the whole job. This is a joke . . . he only noted what he could plainly see easily while under the vehicle while performing the alignment.

  #3 Per 6/16 printout . . . . Vehicle Check Over Courtesy 19-Point Vehicle Check Over *Battery Test Perform battery starting system and charging system test. Charge battery if needed. *Washer Fluid Complimentary windshield washer fluid    ??? AGAIN, I was there . . . how could any of the above be performed as indicated if he NEVER opened the hood or opened the rear hatch/trunk lid WHERE the battery is! Huh?? ALSO I informed the mechanic my awareness of the other listed items ie. New tires already ordered and inspection scheduled elsewhere. P.S. all other notes are mostly and blatantly WRONG!  For example, the 6/16 document last item checklist indicates  ”Drive shaft boots, constant velocity boots and bands” checked out! ABSOLUTELY NOT TRUE!  ??? 3 MONTHS AGO, I replaced BOTH the main drive shaft AND left front axel including inner and outer CV joints. *NOTE: Front inner CV  joint was nearly falling out of vehicle! They don’t wear out that fast! Period!

  Last note: I’m hard pressed to understand how you get accurate brake measurements without pulling the wheels. X-Ray vision perhaps? Maybe he’s checking rotor width or gestimating pad thickness. Either way this is a joke of an entry because at best, it’s only half the picture of brake condition.

  #4 per 7/26 Several weeks later, on 7/26/2022, the Customer returned and requested another alignment. . . . . “  ??? YES, after weeks earlier informing them of my dissatisfaction with crooked steering wh. The rest of their #1 statement is completely false!

  In response to their #2 item: yes, I requested a rear camber adjust while the vehicle was being corrected for the steering wheel centering issue. FYI . . . I watched him readjust the rear camber . . . to a grand total of 10 minutes, I timed it!  

  “***It is important to note that when we put the vehicle on the alignment rack and took initial measurements, those measurements did NOT match the measurements of the first alignment.  This indicates changes had occurred to the alignment within those 41 days.” OR THE ADJUSTMENT SETTING NUTS WERE NOT TIGHTENED SUFFICIENTLY TO KEEP THE ALIGNMENT ACCURATE or WASN’T SET RIGHNT IN THE 1ST PLACE!!  *again note: only driving sporadically to the grocery store and drug store. 2-4 miles. 

  Due to“custom” request ????  Duh, it was back on the alignment machine to correct steering wheel centering. Period! My request to decrease rear camber is because it was excessive AND unneeded! Would wear rear tires unneccesarily. AGAIN, was corrected in less than 10 min.

  In conclusion: This has been a huge waste of time. I could respond to every line item but to what end?  I didn’t file a complaint to be nasty or get something for nothing. At the end of the day I had a real issue, tried to discuss with Ryan and was summarily ignored, yelled at, and hung up on after weeks of effort to resolve.  

  At the end of the day, my steering wheel was not corrected even after two alignments, approx. $200.00,  a lot of time, insults, and aggravation. Redi Imports would not release my vehicle back to me without holding it hostage for another 75% (pardon me 50%) cost of a whole another alignment.

  Next step: small claims court!

  
  

*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. ↩