Brown's Northside Machine & Gear, Inc.

GOOD AFTERNOON,I HAVE READ THE RESPONSE AND AM SLIGHTLY CONCERNED ON HOW THIS COULD BE RE-OPENED; THEY CLEARLY RESPONDED IN THE BEGINNING WITH THIS STATEMENT.“Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find that this receipt is correct.”HOWEVER, I DO REALIZE THAT I AM SUPPOSED TO RESPOND TO THE SECOND SENTENCE; QUOTING:“However, They did not respond to my actual complaintThe job they were supposed to complete was rebuilding the front end, fixing the "sloppy" steeringOn page of it states, " Track bar bushing has play" My track bar nor bushings were replaced as they should have beenAlso *** *** *** *** in Ponderay, ID quoted "The track bar is loose, not torqued to specifications." This is very unsafe for road driving, and will wear my new parts faster than normal, also assists in causing "sloppy" steering, which is why my pickup was being in Browns to get "fixed."CUSTOMER QUOTE- "Track bar bushing at axle has play".MECHANIC NOTE TO QUOTE ABOVE: I HAVE WRITTEN IN DIAGNOSIS ON WORK ORDER #*** THAT TRACK BAR BUSHING AT AXLE HAS PLAYCUSTOMER QUOTE: “Andy stated that he paid $out of his own pocket for the new steering boxBut this part should be under warranty from the company they purchased this item from.”IN RESPONSE TO CUSTOMER QUOTE ABOVE: PLEASE REFER TO WORK ORDER #***; AS STATED ON THE BOTTOM THERE IS NO WARRANTY DUE TO THE TRANSMISSION COOLER LINES BEING WORN THROUGH FROM WEAR AND VIBRATION WHICH TAKES TIMEALONG WITH IT HAVING NOTHING TO DO WITH THE REPAIRS DONE IN THIS SHOP; THE OTHER PART OF THE BILL IS THE TOW BILL FROM CLYDE’SWHICH HAS NOTHING TO DO WITH A STEERING BOX WORK ORDERANDREW HAS PAID THIS BILL OUT OF THE GOODNESS OF HIS HEART DUE TO HIM KNOWING *** AND HER BEING A SINGLE MOTHER AND NOT HAVING THE MONEYI FEEL STRONGLY THAT ANDY SHOULD HAVE NOT PAID FOR THE BILL, *** SHOULD HAVE; ONCE AGAIN IT HAD NOTHING TO DO WITH A REPAIR AT THIS FACILITY, IT WAS CAUSED BY WEAR AND TEAR FROM TIMETHIS LINE BLEW WHICH HAPPENED WHEN THE VEHICLE WAS BEING DRIVEN TO AND FROM SPOKANE; WHICH THEN THE WORK THAT WAS DONE IN SHOP WAS CLEARLY GOOD ENOUGH FOR THEM TO TAKE A TRIP MILES FROM HOME.IN REPSONSE, IF YOU REFER BACK TO THE JAIL PAY TEXT PRINT OUT THAT WAS BROUGHT IN BY HIS SISTER *** ***; THERE ARE NUMBERS CIRCLED BY HER THAT TOOK PRIORITY OVER THE OTHER TASKS DUE TO FINANCES AND NOT BEING ABLE TO EXCEED $3,SHE STATED THEY COULD REPAIR THE OTHER TASKS THEMSELVES AT A LATER DATE.WE WERE VERY CAREFUL IN MAKING SURE WE CALLED AND EXPLAINED TO ***, AND HER MOTHER WHAT NEEDED TO BE REPLACEDTHEY WERE THE ONES TO MAKE THE CALLS ON WHAT THEY COULD AFFORD AND WHAT THEY WOULD BE ABLE TO REPLACE AT THAT TIME; SOMETIMES TAKING MULTIPLE DAYS FOR THEM TO RESPOND WITH A DECISION.THIS TRUCK WAS DEEMED UNSAFE AT OUR FACILITY BY OUR MECHANICS, THERE ARE MULTIPLE ISSUES WITH THE WAY THIS TRUCK HAS BEEN PUT TOGETHER; AMONGST ITS 8” LIFT WITH SPACERS AND 40” TIRES.AS FOR THE CONTROL/RADIUS ARM BUSHINGS, THE CUSTOMER WANTED POLY BUSHINGSOUR MECHANIC PULLED THE BUSHINGS, MEASURED THEM, AND TOOK ALL SPECS; WE THEN WENT TO MULTIPLE MANUFACTURERS THAT WE DEAL WITH*** ORIGINALLY THOUGHT THE LIFT WAS A RANCHO LIFT, WE WERE UNABLE TO FIND BUSHINGS; WE THEN WENT TO *** TO ASK WHAT THE LIFT IS SINCE IT IS NOT RANCHO LIKE THEY HAD THOUGHT*** NOR HER MOTHER KNEW THE MANUFACTUREROUR PARTS MANAGER HAD THEN CONTACTED *** AND HER MOTHER AFTER MORE RESEARCH TO ADVISE THEM THAT WE COULD NOT FIND THE BUSHINGS; THEREFORE WE COULD NOT REPLACE THEMWE DID HOWEVER, GIVE THEM THE OPTION TO GET A CUSTOM CONTROL/RADIUS ARM BUILT TO FIT THE TRUCKWHICH WOULD HAVE CAME WITH NEW BUSHINGS; WHICH THEN WOULD HAVE ALLOWED THEM TO HAVE BUSHINGS READILY AVAILABLETHE CUSTOMER HOWEVER, DECLINED THAT OPTION DUE TO NOT BEING ABLE TO AFFORD IT AT THAT TIME.AS FOR THE SLOPPY STEERING; THIS TRUCK IS PIECED TOGETHER (UNSAFELY) AND WE CLEARLY STATED AND EXPLAINED TO *** THAT THE RADIUS/CONTROL ARM BOLTS AND NUTS WERE SO CORRODED THAT WE COULD NOT LOOSEN NOR TIGHTEN THEM(SEE WORK ORDER #*** FOR NOTATION) ALONG WITH THE ADJUSTMENT CAMS/SHIMS WERE SO LOOSE THAT THE CASTOR SETTINGS WERE NON EXISTENT AND UNABLE TO BE ADJUSTED (WHICH IS ALSO PART OF AN ALIGNMENT WHICH WE DO NOT DO AT THIS FACILITY)AS THEY WERE ADVISED MULTIPLE TIMES TO HAVE AN ALIGNMENT DONE TO THIS VEHICLETHE SECOND TIME THE TRUCK WAS BROUGHT IN FOR A POWER STEERING FLUID LEAK, WE REPLACED THE STEERING BOX AND AT THAT TIME CUSTOMER APPROVED REPLACEMENT OF SWAY BAR BUSHINGS AND LINKSWE DID HOWEVER, WELD AND STRAIGHTEN SWAY BAR DROP BRACKETS DUE TO THEM BEING BENT AND CRACKED; ALONG WITH REPLACING BENT UP HARDWARE AS WELLAS FOR THE PICTURE THAT *** HAS SENT OF THE TIE ROD BOOT THAT RIPPED AND HE CLAIMS IS OUR FAULT; IS DUE TO THE OVER EXTENDED STEERING GEOMETRY CAUSED BY THE SIZE OF THE LIFT ON THIS VEHICLE MAKING THE BOOT COME INTO CONTACT WITH THE SWAY BAR LINK ZERK UNDER CERTAIN STEERING CONDITIONS.WITH THIS BEING SAID; WE DID NOT DO A COMPLETE REBUILD ON THE FRONT END OF THIS VEHICLE; DUE TO THEM NEEDING TO PICK AND CHOOSE WHAT THEY COULD AFFORD TO REPLACE WE MEERLY REPLACED PARTS THAT WERE APPROVED BY THE CUSTOMER AND AVAILABLE TO US***, HER MOTHER, AND HER SISTER HAD ALSO BEEN ADVISED IN PERSON AND ON PAPER TO GET AN ALIGNMENT MULTIPLE TIMES; WHICH NEVER HAD BEEN DONETHIS ALSO COULD HAVE HELPED THE VEHICLE; THE CUSTOMERS HAVE NEGLECTED TO LISTEN TO ADVICE.WE WERE VERY SPECIFIC ON ADVISING THEM THAT ONLY FIXING SPECIFIC THINGS WILL MAKE THIS VEHICLE WEAR DOWN PARTS, BREAK PARTS, ETCMUCH, MUCH QUICKER WE ARE ALSO CONFUSED AS TO WHY THEY HAVE BEEN SLANDERING OUR BUSINESS ON SOCIAL MEDIA; WHEN WE HAVE TRIED TO RESOLVE THIS VIA PHONE WITH *** WHOM CALLED FOR THE FIRST TIME EVER, MONTHS AFTER THE JOB HAD BEEN DONE*** DENIED BRINGING THE VEHICLE BACK FOR US TO LOOK AT TO SEE IF WE COULD HELP FURTHER OR IF SOMETHING HAD FAILEDWE ALSO HAD *** SPEAK WITH OUR PARTS MANAGER TO VOICE HIS CONCERN ON A PART THAT HE FEELS AS IF WAS OUR FAULT AS WELL, OUR PARTS MANAGER OFFERED TO PAY OUT OF HIS OWN POCKET EVEN TO MAKE *** HAPPY; *** DENIED THAT HELP AS WELLAT THAT TIME *** ALSO CLAIMED WHILE TALKING TO OUR PARTS MANAGER THAT HE UNDERSTANDS THAT THE LIFT WILL CAUSE EXCESSIVE WEAR AND TEAR ON THE PARTS, AND VEHICLEI WOULD LIKE TO ALSO NOTE THAT OUR MECHANIC TOOK *** OUTSIDE TO THE VEHICLE; BECAUSE SHE HAD WANTED TO SEE EVERYTHING THAT WAS WRONG, SO THAT SHE COULD SHOW HER BROTHER WHAT WAS LOOSE, HAD ISSUES, ETCSHE WAS SHOWN PHYSICALLY EVERYTHING THAT WAS WRONG WITH THE VEHICLE AND WAS ALSO NOTIFIED AND SENT WITH PAPERWORK AS WELLNOT ONLY WAS THE DECISION ON WHAT THEY WANTED REPLACED (DUE TO FINANCES) THEIRS; WE ALSO DID NOT PURCHASE THIS VEHICLE NOR DID WE PREVIOUSLY WORK ON THIS VEHICLE BEFOREHAND, NOR DID BROWN’S INSTALL AND ARE NOT RESPONSIBLE FOR THE INSTALLATION OF THE LIFT KITIN CONCLUSION WE FEEL AS IF WE HAVE DONE OUR BEST TO INFORM THE CUSTOMER OF EVERY FINDING IN EVERY STEP OF THE WAY AND GIVE THEM THE OPTION OF REPLACING WHAT WAS NEEDED TO MAKE THIS VEHICLE SAFEAFTER OFFERING TO HAVE *** BRING THE VEHICLE BACK AND HIM DENYING OUR HELP, ALONG WITH THE FACT THAT WE CAN NOT GO OFF OF WHAT THE CUSTOMER FEELS IS WRONG, DUE TO THE STORY CHANGING MULTIPLE TIMES ALONG WITH WHOM WE HAVE HAD CONTACT WITH CHANGING AS WELLWE HAVE NO WAY TO REPAIR, VISUALLY INSPECT, AND OR HELPTHEREFORE HE IS UNWILLING TO WORK WITH US AND WE HAVE NOT BEEN CONTACTED BY ANOTHER SHOP, MANUFACTURER, AND OR REPAIR FACILITY TO INFORM US OF WHAT THEY HAVE FOUNDWHETHER ***, HER MOTHER, OR HER SISTER *** FAILED TO INFORM *** OF OUR FINDINGS WE HAVE NO WAY OF KNOWINGSINCERELY YOURS,Ashley K***BROWN’S NORTHSIDE MACHINE & GEAR*** * *** ***PONDERAY, ID

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this receipt is correct.However, They did not respond to my actual complaintThe job they were supposed to complete was rebuilding the front end, fixing the "sloppy" steeringOn page of it states, " Track bar bushing has play" My track bar nor bushings were replaced as they should have beenAlso *** *** *** *** in Ponderay, ID quoted "The track bar is loose, not torqued to specifications." This is very unsafe for road driving, and will wear my new parts faster than normal, also assists in causing "sloppy" steering, which is why my pickup was being in Browns to get "fixed." also on page of its states "could not identify lift or bushings-pressed old bushings back in and installed armLeft hand lower bolts would not tighten and was loose"They installed a bolt that would not tighten on my control armThis is highly dangerous and very unprofessionalMe being a collision repair technician I know every part has a part number including the control arm, giving the ability to locate the part also the replacement parts such as bushings, a control arm bolt you can purchase at any parts store or Dodge/Ram dealershipThis will also cause slopping steering and faster wear on parts than normal.My wheel spacers that this company blamed my sloppy steering on were stripped out upon removalThese aluminum spacers should not to be loosened with an impact gunI was forced to pay for these replacement parts that their technician stripped upon removal.Page of states *AXLE SEAL IS LEAKING* upon disassembly they should have absolutely replaced these parts which were not replacedNo axle u-joint was ever described in this diagnosis, which 100% needed replacement on both axle ends, also causing clucking and "sloppy" steering.Also stated "lift needs identified to find end links" This company replaced these end links with the wrong ones neededThese end links are far too long causing my tie rod boot and end link to interfere with one another causing wear and ripping my tie rod boot (see attachment) My family and I have stated what lift was on the vehicle many timesStill the part number is on the control arm, they could have easily found the replacement parts or took measurements finding a universal bushing that was needed.My steering box was replaced twice in their shop, the first they installed improperly nearly causing an accident on the highway with a light pole and another pickup that was on the highway, my mother and sister as well as other drivers were nearly seriously injured*** *** had to tow the pickup from Hayden,ID back to Ponderay, IDBrowns tried to have me pay for this tow and we refused beings it was their product they installed improperlyBrowns did pay for this towBefore bringing my pickup into this shop I had installed a brand new upgraded steering box with a lifetime warranty (see attachment) and it was removed and replaced with a refurbished one far cheaper.My steering shaft had play and should have been replaced also causing sloppy steeringUpon installation of the steering box, the steering shaft is partly removedThey failed to hold the steering wheel straight during installation causing my steering wheel to be degrees off of alignment.Andy stated that he paid $out of his own pocket for the new steering boxBut this part should be under warranty from the company they purchased this item from.While driving on the highway my upgraded Rancho steering stabilizer shock that they removed fell off causing interference in my steering components nearly causing an accidentThis is an item they also failed to torque to spec and is currently hanging down on my pickupThey refused to fix this issue only offering to buy a stock steering stabilizer shock but not installationMy pickup is currently immobile because of this issue and the others and has caused me to buy another vehicle in which I'm making payments on.attached to my pitman arm that they replaced, they tore my tie rod boot (see attachment) this will also shorten the life of the tie rodThis part needed replacementThey failed to replace and blamed my current lift for being unable to find the part neededMy lift has absolutely nothing to do with this part. I received a quote from *** *** *** *** in Ponderay, IDI have a quote for $to torque the track barWeld a part that has broke due to their installation and lack thereofAnd other items he seen from looking underneath and driving the pickupHe was disappointed with the quality of work for which I paidThis quote does not include the axle u-joints which should have been replaced but does include the steering stabilizer shock.Browns had called and sent pictures of parts that needed replacementI nor my family had ever denied any work that needed to be performedAndy had stated the drivers side hub assembly needed replaced but failed to do so, saying I denied this fix in which I did notThis part should have also been replacedHe has blamed my "sloppy" steering on my wheel spacers and liftWhich can in time cause wear on parts, but not the wear to which it already hasexcessive sloppy steeringI've had this lift on my pickup for many years and I've also had the front end rebuilt, before adding the aftermarket supporting partsMy steering was 100% tight after another shop fixed this years agoIn due time the parts did wear like it's supposed to causing me to have Browns rebuild the front endThere is absolutely no excuse for this issue, it should have been fixed properly and was notI'm very disappointed in their work and the customer service I receivedI was cursed at and treated very rudely by their employees, Andy was very unprofessional and inconsiderate during every interaction with him, he has also hung up on me the last time we spokeI've paid over $and expected a lot better workmanship than this.
Sincerely,
*** ***

Tell us why here...I WOULD LIKE TO ADD A REPSONSE TO CUSTOMER QUOTE:“The steering wheels is degrees off of alignmentthe alignment is off.”OUR MECHANIC REPSONSE: I FACTORY LOCKED THE STEERING WHILE DOING ANY WORK TO THIS VEHICLE TO GET IT AS STRAIGHT AS POSSIBLEAN ALIGNMENT WAS NECESSARY! WE DO NOT HAVE AN ALIGNMENT RACK AND DO NOT OFFER THAT SERVICEI ADVISED AND PUT IT ON MULTIPLE WORK ORDERS ALONG WITH US TELLING ***, HER MOTHER, AND SISTER IN PERSONEACH TIME THEY WERE TOLD THEY ADVISED US THAT THEY WOULD GO AND GET IT ALIGNED IMMEDIATELYTHE STEERING WHEEL WAS GOING TO BE OFF AND WE GOT IT AS STRAIGHT AS POSSIBLE BEFORE IT NEEDED AN ALIGNMENT TO DO THE RESTI REPEAT, WE INFORMED THE CUSTOMER THE VEHICLE WOULD NEED AN ALIGNMENT; WE DO NOT OFFER THAT SERVICE AT OUR SHOP