AC Auto Repair

This letter is in response to the customer’s complaint regarding our service to his vehicle on 1/03/The customer stated in his complaint with the your organization that his passenger side front tire fell off miles later, a problem with the front wheel hub assembly w/sensor (the internal wheel bearings crumbling) that we replaced on 1/03/2014, and his recently discovered driver’s side front tire’s of lug nuts that were loose enough to fall offOn 02142014, this was the first I have heard of this customer’s issues He arrived on 12/27/and gave us a down payment of $He was notified of what automotive parts were needed so his vehicle would pass the PA State InspectionHe was supposed to have left his vehicle with us on 12/31/but the vehicle was no where in sight when I arrived in the morningWe contacted him and left a message inquiring where his vehicle wasWe waited around but he didn’t return the phone callThe vehicle wasn’t at the garage so we closed for the dayWe are normally closed on December 31st at the end of every year & January 1st of every New Year and extended a courtesy to this customer because we were concerned he would soon be driving an uninspected vehicle around if the work wasn’t performed that dayAs far as , as he states in the complaint, that he got us to "agree to do the work on January 3rd2014", he had to be rescheduled due to other clienteleHe did contact me via Facebook asking when he could get his car in for an appointment When I first received this issue of the keys not fitting into our lock box, all he simply had to do was remove the key that went to the door and the ignition (there was only one key)There isn’t any room for a whole set of keys to fit inside the lock boxBy law, he was driving an uninspected vehicle on When the vehicle left the garage, all tires were torqued at ft/lb with our impact gunNow if there was even the possibly of the lug nuts on the tires being loose (as the customer claims), he could not have even driven milesThe tires would have had a problem the moment it was driven out of the garageHe was told, when his vehicle was picked up, that it was recommended that he replace the driver’s side and passenger side front tires soon because there wasn’t much tread leftIn my opinion, he replaced both front tires, after the inspection, and whoever changed them didn’t tighten the lug nuts correctly thus causing the problem with the hub assembly w/sensor The customer was offered two options as far as a wheel hub assembly w/sensor was concernedHe was told what the price of the cheaper part would be and that price of the more expensive partHe chose the cheaper part so we ordered it as he instructed As far as the wheel hub assembly w/ sensor is concerned, the part is still under warranty for months or 12,milesDoes he still have this wheel hub assembly w/sensor that the other garage replaced, so we can see it? What was the mileage on the vehicle when he had it at the other auto mechanics shop? Why didn’t the customer contact us directly when he had the problem because the hub assembly w/sensor is still under warrantyWe’re not even sure if the part is covered since another automotive shop replaced it since they didn’t purchase it directlyThe store we purchased it from has to see the part so they can determine if it’s covered I would like to see this customer’s vehicle for myself and the service invoice from the other auto repair shop Sincerely, [redacted] , Owner

Revdex.com: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
We did receive a voicemail from them on January 1, and we DID return the call as soon as we got it, no answerAll the miss communication before work was done really isn't the major issueThe fact that it "passed" inspection and then a wheel fell off in the middle of a highway is the issue
No one touch the car at all, let alone the tires since we drove it off their lot UNTIL the tire fell offWe do currently have new tires, but they have only been on the vehicle for weeksThe suggestion that we had someone else replace our tires after inspection is very falseIt only happened after the wheel fell off and we got THAT fixedWhen they fixed the wheel, the old tire remained on the vehicle for quite a while after
We DID try to contact themVoicemails were leftAnd a message was also left with the receptionist and she was to have the owner call backNo one ever got back to us, so we resorted to filing this claimWe wanted to try to work it out ourselvesBut no one ever got back to us
Regards,
*** ***

This letter is in response to the customer’s complaint regarding our
service to his vehicle on
1/03/2014. The customer stated in his complaint with the your
organization that his passenger side front tire fell off 651 miles later, a
problem with the front wheel hub...

assembly w/sensor (the internal
wheel bearings crumbling) that we replaced on 1/03/2014, and his
recently discovered driver’s side front tire’s 4 of 5 lug nuts that were
loose enough to fall off. On 02142014,
this was the first I have heard
of this customer’s issues.
He arrived on 12/27/2013 and gave us a down payment of $40.00. He
was notified of what automotive parts were needed so his vehicle
would pass the 2013 PA State Inspection. He was supposed to have
left his vehicle with us on 12/31/2013 but the vehicle was no where in
sight when I arrived in the morning. We contacted him and left a
message inquiring where his vehicle was. We waited around but he
didn’t return the phone call. The vehicle wasn’t at the garage so we
closed for the day. We are normally closed on December 31st at the
end of every year & January 1st of every New Year and extended a
courtesy to this customer because we were concerned he would soon be
driving an uninspected vehicle around if the work wasn’t performed
that day. As far as , as he states in the complaint, that he got us to
"agree to do the work on January 3rd. 2014", he had to be rescheduled
due to other clientele. He did contact me via Facebook asking when he
could get his car in for an appointment.
When I first received this issue of the keys not fitting into our lock box,
all he simply had to do was remove the key that went to the door and
the ignition (there was only one key). There isn’t any room for a whole
set of keys to fit inside the lock box. By law, he was driving an
uninspected vehicle on 1032014.
When the vehicle left the garage, all 4 tires were torqued at 100 ft/lb.
with our impact gun. Now if there was even the possibly of the lug
nuts on the tires being loose (as the customer claims), he could not
have even driven 651 miles. The tires would have had a problem the
moment it was driven out of the garage. He was told, when his vehicle
was picked up, that it was recommended that he replace the driver’s
side and passenger side front tires soon because there wasn’t much
tread left. In my opinion, he replaced both front tires, after the
inspection, and whoever changed them didn’t tighten the lug nuts
correctly thus causing the problem with the hub assembly w/sensor.
The customer was offered two options as far as a wheel hub assembly
w/sensor was concerned. He was told what the price of the cheaper
part would be and that price of the more expensive part. He chose the
cheaper part so we ordered it as he instructed.
As far as the wheel hub assembly w/ sensor is concerned, the part is
still under warranty for 12 months or 12,000 miles. Does he still have
this wheel hub assembly w/sensor that the other garage replaced, so we
can see it? What was the mileage on the vehicle when he had it at the
other auto mechanics shop? Why didn’t the customer contact us
directly when he had the problem because the hub assembly w/sensor is
still under warranty. We’re not even sure if the part is covered since
another automotive shop replaced it since they didn’t purchase it
directly. The store we purchased it from has to see the part so they can
determine if it’s covered.
I would like to see this customer’s vehicle for myself and the service
invoice from the other auto repair shop.
Sincerely,
[redacted], Owner

Review: At the end of Dec. we tried to take our car out to get inspected. We took it out & got an estimate on what needed done. They had to order a part in, so we made an appointment to bring it back when the part was to arrive. The part was a day late, so we changed the appointment to the next day, Dec. 31st, when it was to arrive. We were told specifically to have it there by 9AM. We did. No one was there. We had to leave the keys in the car & unlocked because our keys wouldn't fit in their drop box. It was expected to be done later that day. After trying to call all day to check on the car & getting the machine every time, we had to pick the car back up. Couldn't leave it unlocked. The next day (Jan 1st) We get a voicemail wondering where our car is, they were going to work on it. We call back & no answer. All day Thurs. we try to get ahold of them. Had to track down the owner on Facebook just to get someone to talk to us. Finally got them to agree to do it on Fri. Jan 3rd. They did. We paid. They supposedly fixed what needed fixed to pass inspection. About 3 weeks later our wheel falls off while driving. Took it somewhere else to fix, and they had to fix what AC Auto supposedly already did. Our wheel bearings just crumbled, we were told. Luckily we had just turned a corner onto the highway and were only going about 25 mph when it happened. Our car never should have passed. 651 miles were put on the car between inspection and the wheel falling off, which isn't enough wear for this to happen on its own. It wasn't properly inspected. We tried calling to resolve this matter, were told they'd call back and never did. We've tried calling again and got the machine again. We just discovered the front driver's side wheel was about to do the same thing. 4 of the 5 lug nuts where loose enough to fall off. They would have been the only ones with that wheel off to inspect it. The other place we took it to only fixed the side that fell off, which was front passenger side.Desired Settlement: We would like a refund on the part that we supposedly paid for, since we ended up paying for it a second time 3 weeks later. And if possible, would like refunded for the labor for replacing that 1 part. We paid $106.33 for "Passenger side front wheel hub assembly." and $50 for the labor on installing that. We have the receipts from both auto shops, which has the breakdown and description of what they did.

Business

Response:

This letter is in response to the customer’s complaint regarding our

service to his vehicle on

1/03/2014. The customer stated in his complaint with the your

organization that his passenger side front tire fell off 651 miles later, a

problem with the front wheel hub assembly w/sensor (the internal

wheel bearings crumbling) that we replaced on 1/03/2014, and his

recently discovered driver’s side front tire’s 4 of 5 lug nuts that were

loose enough to fall off. On 02142014,

this was the first I have heard

of this customer’s issues.

He arrived on 12/27/2013 and gave us a down payment of $40.00. He

was notified of what automotive parts were needed so his vehicle

would pass the 2013 PA State Inspection. He was supposed to have

left his vehicle with us on 12/31/2013 but the vehicle was no where in

sight when I arrived in the morning. We contacted him and left a

message inquiring where his vehicle was. We waited around but he

didn’t return the phone call. The vehicle wasn’t at the garage so we

closed for the day. We are normally closed on December 31st at the

end of every year & January 1st of every New Year and extended a

courtesy to this customer because we were concerned he would soon be

driving an uninspected vehicle around if the work wasn’t performed

that day. As far as , as he states in the complaint, that he got us to

"agree to do the work on January 3rd. 2014", he had to be rescheduled

due to other clientele. He did contact me via Facebook asking when he

could get his car in for an appointment.

When I first received this issue of the keys not fitting into our lock box,

all he simply had to do was remove the key that went to the door and

the ignition (there was only one key). There isn’t any room for a whole

set of keys to fit inside the lock box. By law, he was driving an

uninspected vehicle on 1032014.

When the vehicle left the garage, all 4 tires were torqued at 100 ft/lb.

with our impact gun. Now if there was even the possibly of the lug

nuts on the tires being loose (as the customer claims), he could not

have even driven 651 miles. The tires would have had a problem the

moment it was driven out of the garage. He was told, when his vehicle

was picked up, that it was recommended that he replace the driver’s

side and passenger side front tires soon because there wasn’t much

tread left. In my opinion, he replaced both front tires, after the

inspection, and whoever changed them didn’t tighten the lug nuts

correctly thus causing the problem with the hub assembly w/sensor.

The customer was offered two options as far as a wheel hub assembly

w/sensor was concerned. He was told what the price of the cheaper

part would be and that price of the more expensive part. He chose the

cheaper part so we ordered it as he instructed.

As far as the wheel hub assembly w/ sensor is concerned, the part is

still under warranty for 12 months or 12,000 miles. Does he still have

this wheel hub assembly w/sensor that the other garage replaced, so we

can see it? What was the mileage on the vehicle when he had it at the

other auto mechanics shop? Why didn’t the customer contact us

directly when he had the problem because the hub assembly w/sensor is

still under warranty. We’re not even sure if the part is covered since

another automotive shop replaced it since they didn’t purchase it

directly. The store we purchased it from has to see the part so they can

determine if it’s covered.

I would like to see this customer’s vehicle for myself and the service

invoice from the other auto repair shop.

Sincerely,

[redacted], Owner

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We did receive a voicemail from them on January 1, and we DID return the call as soon as we got it, no answer. All the miss communication before work was done really isn't the major issue. The fact that it "passed" inspection and then a wheel fell off in the middle of a highway is the issue.

No one touch the car at all, let alone the tires since we drove it off their lot UNTIL the tire fell off. We do currently have new tires, but they have only been on the vehicle for 2 weeks. The suggestion that we had someone else replace our tires after inspection is very false. It only happened after the wheel fell off and we got THAT fixed. When they fixed the wheel, the old tire remained on the vehicle for quite a while after.

We DID try to contact them. Voicemails were left. And a message was also left with the receptionist and she was to have the owner call back. No one ever got back to us, so we resorted to filing this claim. We wanted to try to work it out ourselves. But no one ever got back to us.

Regards,