ComplaintsforAutomotive ER

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took ****** Sequoia in for a brake squeal that I was confident was coming from rear brakes only. Front had new rotors/pads installed exactly 1 year (~***** miles) ago at ********* ******** Automotive in ******. Auto ER texted and said squeal was coming from both front and rear and I would need new rotors and pads (they did disclose when I dropped off that they only do these together, so I'm not disagreeing with the rotor recommendation). I had also mentioned an issue unrelated to the brakes when I dropped it off, and the shop recommended thousands of dollars of work - replace upper and lower control arms as well as the struts because they were "bad".All seemed very suspicious, so I paid them their diagnostic fee, picked up the vehicle, and dropped off at ********* ******** automative without telling them I had another shop already check it out.********* ******** responded that the issue was that the rear brakes were dry and needed to be cleaned and regreased. They reported the rear pads were at 7mm, so I reached back out to confirm what Auto ER's brake pad measurements were. I was told 7mm in the front and 5mm in the rear. This A - contradicts the measurements ********* ******** took, and B - is not even a level that would warrant a recommendation for replacement (New pads are 11mm and ****** minimum is 1mm)I called ********* ******** and specifically asked them about what I was told from Auto ER. T Are the front brakes squealing - NO Are the front brake pads low - NO (reported by ************** as "practically new")Do I need to replace upper and lower control arms - NO Do I need to replace struts - NO I'm requesting a refund of the diagnostic fee because I feel Automotive ER didn't even inspect the vehicle or just threw together a bunch of parts replacement recommendations because they thought I would say yes. ********* brothers cleaned and regreased the rear brakes only and issue was corrected. Automotive ER lied - plain and simple.

  Business response

  12/18/2023

  **************** left his vehicle for diagnosis due to a brake squeal, we then created an estimate for repair for his brake squeal to resolve his issues. He neglected to tell us that he had previous service for his brakes done at another shop. We instructed **************** to take the vehicle back to the previous shop that had repaired his vehicle so that they could honor any warranty he had with the parts.
  

  **************** is upset that we charged him a diagnostic fee for the work performed by ************, but we clearly have a posted sign at the front desk that **************** saw on drop off and pick up of the vehicle. This is a non-refundable fee unless there is work performed, and in ****************** case, there was not. He then texted our shop front desk staff demanding a refund or else he would leave reviews and complaints, as well as issuing a charge back on his credit card, unless the money was refunded. 
  

  **************** is trying to blackmail us into giving him a refund on a service performed by ************, and this is not acceptable. 

  Customer response

  01/02/2024

  I do not believe this resolves my complaint. While I understand they have a policy, I believe they knowingly lied to me about repairs my vehicle would need. I dont believe such a policy is applicable in instances of fraudulent behavior.
  

  I can hang a sign in my business that says you still have to pay me even if I knowingly lie to you and you have proof, but I dont think that absolves the business of responsibility here. I think a refund on this fee is more than fair, and they dont seem to care about addressing the actual heart of my complaint - only that I offered them the chance to rectify the situation without me disclosing their poor business practices. Why have they not addressed the fact that their claims about necessary repairs were proved to be false?

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