Auto Stop Reviews (%countItem)
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Auto Stop Rating
Address: 553 Bay St, Rochester, New York, United States, 14609-4650
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The only reason I took my car to the Auto Stop is because my mechanic moved to Spencerport Road in Rochester, and my SUV needed to be towed. To save money, I had it towed to this shop. The cast was $65.00. I specifically told them that the front driver side needed a wheel bearing. My mechanic had said so, and also the rumbling noise is coming from the front wheel. The day after the car was towed to them, I received a call from a man saying all these codes were popping up, etc. but I informed him that I did not ask them to do noting else, just the front wheel bearing. He said okay. A few hours later a woman called and stated that the back driver side need the bearing and that would cost more because of the hub assembly. I told her okay. BUT, after I paid and got into my SUV, it was making the exact same noise, from the front tire. Nothing was different at all. I called the shop and the guy said I had to speak to a Marcy, but she wasn't in at the time. When I called back and talked with her she stated that the bearing in the back needed to be tighten, not installed but tighten. That doesn't make any sense because the front bearing is still bad and that's the one that is the problem, still making the rumbling noise, etc. Then she told me the back was making the noise and that's not true, I know it was the front. If I told them to repair the front bearing, that's what was suppose to be done. Anything else that was wrong should have been brought to my attention before anything else transpired. It wasn't their job to do anything on my truck other than what I brought it to them to do. I don't think no wheel bearing was put on the back either. The back wasn't the problem, the front was.
I told her I would take her to court and her reply was "And I will be there with your part" i.e. the old bearing. But I told her I was coming down to get the old part and I wanted a receipt for the new one they claimed they put on. When I went over on Saturday, December 21st, the shop was dark.
In response to ***'s complaint, we state the following: 12/17 I spoke with *** on the phone where she stated her car was at her place of work and needed to be towed because it 'wouldn't go'. I provided her some towing options, but she stated she would like me to tow it for her and bill her for it. We received the car late morning on the 17th on a tow truck and it went right into the shop onto a lift. We do not test drive vehicles that have been towed in - so we did not verify any of her verbal complaints. First step upon receipt of the car is to scan the vehicle. Customer had multiple lights present on the dash She had 7 Check Engine Codes and 3 ABS codes. She was advised right off the bat that there were MULTIPLE ISSUES with the vehicle. She stated that she did not care, she wanted a Front Wheel Bearing installed. I ordered the part and had the new front wheel bearing on the shelf ready to be put in. After scanning the vehicle, the technician then will lift the car and begin his inspection front to back with what the vehicle actually has loose, bent of broken. It was there where he said that the rear wheel bearing was actually falling out of the vehicle and was downright dangerous. I called *** and advised her that it was indeed the REAR driver's side bearing that needed to be changed. Her car has MULTIPLE issues, the codes indicate that. She may have multiple noises. The first order of defense had to be the rear bearing, because if we had changed the front bearing and sent her on her way, the rear wheel would absolutely have fallen off the vehicle. She was advised that the rear bearing was dangerous and needed to be done. She was quoted a price (which was higher than the front bearing) and she agreed to the work. When we spoke of the upcharge in the repair order, we did not mention the tow charge again, as I thought it was understood that she knew it was going to be charged to her. I was not there when she picked up the vehicle. I was told she had an outburst when given the total, because she thought the tow charge was included in the upcharge of the rear bearing. She then caused a scene in the shop about not fixing what we told her to fix. After speaking with her, she threatened to take me to court. I tried to explain to her that the front bearing was making noise, but it WAS NOT LOOSE in the vehicle. We test drove and re-lifted the vehicle to confirm this prior to her picking it up. She requested to take her old part which we stayed late on Friday for her to pick up, but she did not show. She came Saturday to pick it up, but we have never been open on Saturdays- so after no phone call or visit from her today, the part sits on the shelf waiting for her. My shop has been a successful shop for over 35 years providing honest repair at a reasonable cost. Everything we do is upfront on the table. Gloria's vehicle is 13 years old, has normal Upstate NY wear and tear and has multiple issues. We repaired a very damaged wheel bearing that she was unaware was even bad. I repaired the worst thing on the vehicle. If we replaced a front bearing for her, her wheel would have fallen off - not possibly, but definitely. She is requesting a refund for the rear bearing which she clearly needed. She was not charged anything for work that was not done. I have her old part which is very identifiable as faulty.
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. Regards, ***She's LYING. I took my car there for the front wheel to be
repaired. She told me it wasn't the front wheel, but the back. I get
my car back and the exactly same problem exists. Since when can a
company take it upon themselves to say and fix what they want to fix At
this point, I'm questioning whether or not anything was done at all.
The issue that I told them about should have been fixed, nothing else. I
have a mechanic and it's not them. AND, what do you mean
documentation, etc. If you figure you cannot help with this problem let
me know. However, this will not be the end of it, the court system
will be the next step. Documentation. What is there to document. The
documents I need from them are the receipt for a so called wheel barren
so I can see whether or not they purchased one AND the old wheel barren
to see whether or not it came off my car. I hope them being a member of the Revdex.com has nothing to do with this decisiveness.
I took my daughter's 2012 *** into the shop to have 2 new tires put on and to have an alignment along with an inspection done. When the car was ready I went to pick it up. They told me everything was good. A number of days later I realized her inspection sticker was the same one we brought the car in with. I went back to the shop with the receipt and they informed me that it probably didn't pass when I had brought it in. Needless to say,they had no record of the car not passing. There was a mechanic that took the # of my daughter's vehicle and looked it up on a NYS inspection computer he had in the shop. He said there was no record of the car being inspected. I asked for my money back and she gave me $21.00 in cash. sometime after that my daughter was driving on the NYS thruway and noticed the car shaking and she got a flat tire. She had a spare put on by a NYS authorized mechanic. He told her the tire was put on the car improperly. I also took her car to another mechanics shop and had the car inspected with no problems except I was informed that the alignment that had been done prior needed to be done again because they left a "jam nut" loose. They explained to me that the car tire could've fallen off at anytime because of this. I went back to auto stop thinking they might want to make this right and fix it. The minute I walked in the door, I was told that they found paperwork showing that the car didn't pass inspection because of a mirror problem. I asked one of the mechanics that works there to please come look at the car and tell me which mirror had a problem. He said the mirrors were all fine. I explained that I just had it inspected 30 minutes before coming there and that the car had no problem passing inspection. I asked them to please show me the supposed report they had that explained the car failed. I was told that they seen it prior to me getting there but now it is unable to be found and there is no information on it in the computer because they just got a new computer system and my info was probably hand written. They also had no explanation for not removing the sticker on a car that never passed inspection. I found them to be totally dishonest. The one person I mainly dealt with was a complete liar. I really just wanted to see this "inspection report" that I was told existed. It was them that called it an "inspection report". They never were able to show me this report. I decided that I would rather pay the fee to have another alignment done by another shop than to trust them to do it. I also found that they are using the previous owners reviews for their shop. They are totally dishonest and really have no regard for the safety of their customers.
We would like to take this opportunity to explain our side - and also show that we attempted several times to make this customer happy. Our records show that on 8/15 we billed for a NYS Inspection (which we have to charge $21 pass OR Fail), Mount and Balance 2 tires and a front end alignment. On 10/3 the customer returned and our work order says "Front Passenger Tires leaking air, please plug if possible and remount". The follow-up on that order shows that the tire was not salvageable . The customer picked up their car with no monies charged that day. There was No mention of the NYS inspection or the alignment. The next time the customer returned (10/20), she entered yelling about her inspection not being done. We did the best we could looking through records to find any reference to her car or that day. We did have a change in computer systems (9/1), but the only 'inspection reports' that would have been possibly found would have been if the car had been plugged into the NYS inspection system. When she began yelling, one of our mechanics came in and offered to check that computer for her - and to reprint her NYS inspection sticker for her. We found that it was not entered on that date. There are two legitimate possibilities - 1) the inspection never being done, 2) the vehicle not passing the NYS safety portion of the inspection so that it was never plugged in. (You must pass the safety portion to then be plugged into the system for the Emissions portion of the inspection) The customer was yelling and caught me off guard so when I asked what would she like me to do to make it right - she asked for her money back. I refunded her $21 no questions asked. During this visit, there was NO discussion of the alignment or anything other than the inspection. 11/6 The Customer calls and explains that she had a wheel problem in which the wheel fell off when her daughter was driving. I told her to bring the car in as soon as she could and we would take an immediate look at it. When the customer came in I recalled that the reason we never found her 'inspection report' in the system is because it never made it to the 2nd portion of the inspection to be plugged into the OBDII (NYS system). I erroneously did recall a mirror - during that discussion, but later during that discussion was reminded by my tech that that was possibly another car I was remembering. She told us first that we charged her for an alignment but didn't do one. She then told us that we'd left a nut loose doing the alignment and her wheel could have fallen off. We did not bring the car in - but by visual, my tech found no evidence anywhere on the car of a wheel falling off, ie...dents, body damage, etc. She also had zero documentation from the other shops she visited to back up her claims. I immediately offered, as did my tech, to bring her car in and give her another alignment free of charge. We asked several times what would she like us to do to make her happy. It's very difficult to take another repair shop's 'word' without speaking to them directly, seeing a written report or photos or letting us put eyes on the vehicle again. We simply wanted to put the car up on the alignment rack, check our work and redo if we needed to. She was having none of it. I had 2 witnesses in the room - one customer and one supplier. Once she left, both claimed - 'Wow' you tried everything you could to make her happy and she was just not having it. We run a reputable, dependable business built on 40 years of trust and honest. We absolutely do not lie to our customers now or ever. I legitimately tried to make her happy by offering another alignment or whatever she wanted me to do. She stormed out.