Brookneal Auto Repair

Review: On June 19, 2014 I took my vehicle to brookneal auto repair and stated that car was going out of gear while driving. Also made them aware that a rod in the front wheel was spinning but not catching gear. Later on that day they called and stated that the transmission and motor mounts was broken and this was the cause of my problem. On June 20 they called and stated car was ready and that they had fixed the problem. I then went by and paid and picked up vehicle. About an hour later I went driving and vehicle broke down. I then called Brookneal auto and explained that I was still having the same problem and car wouldn't move. They then came and towed my car back to shop and fixed the right axle the next day. I went in to paid and paid but told them I didn't feel responsible for towing fee because the did't fix te problem which caused it to break down on the side of road. Manager was very ugly talking and used foul language.Desired Settlement: I would like to be refunded towing fee because the problem was not fixed. They stated that the Mounts was the problem and it wasn't. If they had checked my complaint they would have known the problem and would not have been sitting on the side of road about 40 miles from home.

Business

Response:

Brookneal Auto Repair

Response to complaint in Revdex.com Case #[redacted]

To whom it may concern:

[redacted] vehicle was brought to Brookneal Auto Repair for repairs. The issues presented when brought in for service were the exhaust

manifold bolts were broken off and the vehicle was jumping out of gear. We checked the vehicle and found two transmission mounts and one motor mount bad.

After pricing the job to the customer and gaining her approval we replaced the two transmission mounts, the motor mount, and the broken manifold bolts. We

also installed an intake manifold gasket. The vehicle issues stated were causing the vehicle to jump out of gear. (Most of the time a person would not

continue to drive a car with this much damage because it is not safe to drive.) By driving the vehicle with the amount of damage done the exhaust broke from

the motor which we also repaired. After the repairs the vehicle was taken for a test drive and done okay and the customer was notified she could pick up her

car. We advised her that there was no guarantee because there may be other damage to the car resulting from driving with the broken mounts. She then paid

for the repairs done on 6/30/2014 (the date given in customer’s statement was incorrect and we have documented invoices) and proceeded to drive to Chase

City, VA which was over 50 miles away when she left Brookneal Auto Repair on 7/1/14. We received a phone call from the customer and she told us that the car

would not move and that they were broken down on the side of the road. Her passenger got on the phone and said it looked like a rod not moving on the

passenger side front. We told them it sounded like a broken axle. After pricing the tow we picked up her vehicle and towed it back to our shop. We then found

out that the passenger side front axle was broken and advised the customer of the charges to perform the axle replacement which she approved. When she came

to pick up her car after the repairs were completed on 7/2/2014 she paid the bill and then started to complain. She and her passenger began to raise their

voices, argue with the office manager, and complain about the bill she had just paid. She claimed that it was the same problem she had to start with and she

felt she should not be liable for the tow bill. We tried to explain to her that it was no guarantee because there is no way to see inside of an axle counter velocity joint and see when it is going to break or see the internals of the transmission after the damage she had already done to her car by driving it with the broken mounts previously. One may ask could the axle breaking have anything to do with the three mounts being broken previously, sure it can. Could anything else go bad soon due to the mounts being broken? The answer is yes. We explained all of this to her the first time we worked on the mounts. Given the fact that she was upset about having paid the bills for the services performed the office manager attempted to explain it again while she was complaining. The customer would not listen to the explanation insisting on talking loudly over top of the manager. This process continued for about ten minutes causing a disruption for other customers that were present. When she became unreasonable to deal with we asked her and her passenger to leave.

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

The resolution provided is false information. I was never asked to leave. I left because owner cursed ( would you shut the fk up). I then stated let's go because we are not talking to them in this manner and they should not be talk to us like that and we are just not coming back. I would never have driven the long distance if I had not been told that the car was fine. They assured me that the motor and transmission mounts was the problem and they had fixed the car. That is why I don't feel that I should have been responsible for towing. My car was not fixed properly the first time.