Budd Baer Inc

In the above reference case, the vehicle was brought to our dealership on 10/6/15.  We diagnosed a transfer case concern and the customer authorized us to repair the vehicle b y replacing the transfer case.  In addition to the transfer case, we performed a factory recall on the lower...

control arms.  In doing this repair, we told the customer, that she needed new tie rods.  The customer indicated to us that she had had those parts replaced less than a year ago and even provided us a copy of that invoice.  We did the best that we could with the alignment since it did have parts that needed to be replaced.  The customer picked up the vehicle intending to return to where she had the tie rods replaced to seek a warranty adjustment.  She called me and reported that the alignment was terrible and that we must have done something wrong.  I requested that she bring the vehicle back in so that we could look at it.  She declined to allow us to look at the car stating that she didn't trust our work.  She also told me that we must have broken a valve core on one of her wheels that was leaking.  I checked with our technician and we did not do anything with respect to the wheels while it was in for repairs.  It is my  understanding, that she returned to where she had the work done previously and that they did replace a tie rod at no charge to her based on her previous purchase.  I believe, that because they replaced it at no charge, this proves that it was defective and certainly the reason that we could not perform a good alignment.  She is asking for us to refund her the labor amount to replace the transfer case.  This amount has nothing to do with her concern with regards to the alignment.  I do not believe we owe the customer this refund.  I believe that our workmanship was not faulty, supported again by the fact that the other repair facility replaced the part we told her that was bad at no charge to her.  If I can be of any further assistance, please contact me at ###-###-####.  Thank you,Dan P[redacted]Service ManagerBudd Baer, Inc.

Review: After multiple attempts and contacts to the dealership Budd Baer continues to use my social security number to try and get me financed for a vehicle. I have contacted many of the vendors that they have used and all have requested I file a Revdex.com complaint.Desired Settlement: Take off the numerous hard inquiries on my credit report

Business

Response:

As you will see in the thread below, we have had many conversations with Mrs [redacted] regarding the issue she submitted to the Revdex.com. Mrs [redacted] authorized the inquiries by submitting her credit application. The inquiries were legitimate inquires need to try and obtain her an auto loan.

Review: This work steamed from the defective Auto Butler product. The work was to be completed in one month, but now a year has elapsed. When the employees of Budd [redacted] Collision Center hands were tied and they couldnt answer the questions I had, I had to talk to the Owner, [redacted]. Who throughout the entire process and to this day has acted in the most unexplainable, unprofessional, and childlike manner I have ever encountered in my life. Through his yelling and screaming over the phone I had to repeatedly ask him to stop yelling and also ask him why he was acting in such an unprofessional manner to which he continued to scream and yell and state that he was acting in a professional manner, to which I strongly disagreed. At one point he even called me a psychopath and said you need to seek professional help. To which I had no response because I was completely blown away by the offensive, unprofessional, and completely disrespectful remark. I found a few issues with the vehicle after the work was complete. The spoiler was not reattached correctly and properly, the front passenger window is all scratched up, on the back passenger side window that plastic triangular piece started to hang off, and the rear window covers were not reinstalled correctly. I have had the vehicle in numerous times for these issues. I contacted [redacted] about these issues to which he told the Collision Center to take care of the issues. I have been put off by Budd [redacted] Collision Center continually because supposedly the parts were not in yet. I know that they do not have to wait months for parts. The rear window covers have been corrected. Also, the back passenger side window that plastic triangular piece has been fixed. I was told by the employees at Budd [redacted] Collision Center that hands were tied again with regard to fixing the spoiler and the window. [redacted] continues his ways as described above and has and will not authorize ordering the correct parts to fix the spoiler and front passenger window.Desired Settlement: I would like Budd [redacted] to install a new spoiler and a new front passenger window to complete their work. Since the window was damaged and the spoiler was not installed correctly. If they do not wish to preform the work, I can have the work completed somewhere else and they can pay the bill.

Business

Response:

We have been dealing with [redacted] for what seems to be a lifetime. He has already had one car replaced for minor paint chips. Mr. [redacted] is very anal retentive about his vehicles and goes over any repair no matter how minor with an ultra fine tooth comb. For that reason I believe there is no way this vehicle left the collision center with the current issues he is referring to.

In the interest of customer satisfaction, we agreed to repair the plastic parts and gaskets under the spoiler. The repair was performed and he obviously isn’t happy with the gaskets. In respect to the window damage, the scratches appear to have been done by an ice or snow scraper and we are denying any liability.

We have done everything possible to satisfy Mr [redacted]. I am done throwing good money after bad. We have had other customers look at the car and they say the car looks perfect.

We pride ourselves in customer satisfaction, unfortunately we can’t meet the criteria of this unreasonable customer.

Sincerely,

Owner

Consumer

Response:

As described this issue has been going on for quite awhile. If Mr. [redacted] acted competently and professionally, we would not be in this situation. With regard to the replaced vehicle, Mr. [redacted] does not comprehend that fact the Subaru of America replaced the vehicle due do a factory flawed paint job, which caused rust spots on a three month old vehicle. With regard to being “anal retentive,” this just another totally out of line remark from Mr. [redacted] and does not coincide with fixing a vehicle to industry standards.

To even conjure up the idea that I damaged the vehicle is a remorseful statement on Mr. [redacted]’s part. The spoiler is not properly secured to the deck lid. The attached pictures speak for themselves. The black vehicle is mine and the white vehicle is for reference. The repair will be costly especially if they deformed the deck lid causing the spoiler not to fit properly now. The window should not have sustained any damage. As per my discussion with Budd [redacted] Collision the window was going to be replaced because of all the scratches that stem from scraping paint overspray off the window. This did not happen because after I dropped off the vehicle for the third time I was informed that Mr. [redacted] told the staff not to install a new window. Budd [redacted] is absolutely responsible for the repair costs for both issues.

If the vehicle was put back together accordingly to factory specifications and did not sustain further damage there is no “throwing good money after bad.” I remain flabbergasted by the statement that other customers looked at my vehicle and communicated their opinions to Mr. [redacted], as that makes no sense at all.

Mr. [redacted]’s response follows suit with his other responses; they are utterly repulsive, incompetent, and deficient with regard to both an ethical approach toward customer satisfaction and factory standards in regard to proper repair. So, evidently Mr. [redacted] does not want to fix the vehicle. In a world that makes sense, the vehicle should not sustain further damage and should not have accessories reattached in a manner that is less than factory specifications. Two minor issues were addressed, as discussed previously, but the more costly issues remain. This was, in no way, an unreasonable request. I will have to take the vehicle somewhere else at Mr. [redacted]’s expense.

Please feel free to contact me regarding any further information.

Regards,

Review: My car has been at the Collision shop at Budd Baer for two months. My accident happened on January 31, 2014. The hours that the insurance company quoted is 38.8 hours. The shop has pushed back the done date a few times. The shop has outright lied to me about the progress of my car. They said the car was disassembled and thought it would be a total loss and were waiting for my insurance company to come to look at it. My insurance company never heard from them; I had to contact my insurance company to inform them of what was said. I went to the shop on Saturday, February 22, 2014 and found my car untouched sitting on the lot. The estimate explicitly stated on the estimate: THIS IS NOT AN AUTHORIZATION TO REPAIR. AUTHORIZATION MUST COME FROM OWNER.WE RESERVE THE RIGHT TO REINSPECT ANY ADDITIONAL DAMAGES BEFORE AUTHORIZING SUPPLEMENTAL REPAIR CHARGES. I have never been informed as to what is being done of if I agree to the repairs.They have not contacted me to inform me of what is taking them so long. The day my car is projected to be done is Monday, April 7, 2014 and I have yet to hear from the shop.The responsible partys insurance company keeps calling me to check on the status of my car and I have no information to tell them. This is extremely frustrating and horribly bad customer service.Desired Settlement: I feel I should be compensated for the time and inconvenience this matter has caused me.

Business

Response:

Review: My husband and I took our 2005 Chevy Tahoe in back in late July Early August of 2015 to have them pressure test the heads. The engine was loosing anti-freeze and we wanted to know where it was going. My Husband does work on cars and knows what he is talking about. So he was concerned that it was the head gasket leaking. He wanted them to check the head gaskets. They so called ran the test and said there wasn't anything wrong. It cost over $100 for them to tell us that and run the test.

Brought it home and ran it for a couple more months and realized the problem was still there called them again and they ran the test yet again and my husband told them that he wanted them to put it on the rack and where to look. After Chris B (the service manager) called him and stated that the mechanic found a seepage and not a leak. Personally to me there is not a difference but ok. Also stated that it would be cheaper to put a new engine in the tahoe because it would cost over $2500 for them to rebuilt the head gaskets and we could get a new motor for $4280 plus the labor to put it in of course.

So after discussing it over with my husband we decided to run it until we couldn't and have them put a new motor into the Tahoe. Well come late February it came time for the new engine. We order the engine set up the appointment for March 14th for them to have it for the week to change the engine. We bought all the fluid and other misc parts, so all they had to do was take old engine out and place new one into the Tahoe.

Might I add that everything worked before taking it into Budd Baer. Dashlights, gauges, air conditioner and Headlights were adjusted just fine! We called to see how the progress was and Chris told us it was ready for pick up! We said awesome we will be up to pick it up. When we went to pick it up Chris said "we ran it and checked to make sure everything worked." So we assumed everything was checked!

Well little did we know, the next day I got into the Tahoe and the air conditioner did not work it was blowing warm air. I thought well if they checked everything they could clearly tell that this is not cold air! So my husband called they said bring it back up and they would look. Well, yes you will fix it after we just spent $7,516.80 on the engine and labor and everything worked when we dropped it off.

So he takes it up there and behold they had not hooked up the ground wire for the engine! Well if they checked everything don't you think they would have caught that mistake before it left the lot? so anyways they reconnect the wire and my husband proceeds to bring the Tahoe home and the temp gauge spins all the way around in the dashboard. So he calls them yet again to make them aware of this situation Chris tells him to bring it up tomorrow.

So he takes it back up the next day and they decide the dash cluster is bad and it is going to cost $245 for the part not counting labor. They told us that they felt it wasn't anything they did to cause the short in the dash. Hmm, could it have been that the ground wire was not hooked up? I told my husband we are not paying that for their mistake and we are getting ready to go on a vacation and can't afford that at this time.Well it Thursday, March 17th and we are leaving early in the morning when we need to catch the bus for our trip and the headlights are all out of whack! So on the bus ride my husband calls Chris once again and says "hey the headlights are all out of whack, did you guys take the front end apart to put the motor in?" Chris replied "no" my husband then asked if our Oldest son could bring it up for them to look at because they headlights were fine when they got the Tahoe! He said yes but it will cost him $20 for us to look at it again. So my Son takes it up on Friday and they proceed to make him wait for 2 hours before telling him that it was going to cost $100 for the headlight adjusters. My husband told my oldest to take it home and park it he wanted to look at it when he got home.

We arrived home late Sunday evening so bright and early Monday morning my husband went out and look and discovered when the had taken the hood off to put the motor in to the Tahoe. When replacing the hood the mis-adjusted the hood causing it to come down to far onto the right Headlight adjuster and breaking it. Well my husband took it up yesterday March 22nd and pointed this out to Chris and Chris stated for him to bring it back up today March 22 after 3:00 and the shop manger will be here and we will close this situation once and for all.

Well, basically my husband was bullied into buying the headlight adjusters for $100.47 which is bull!Desired Settlement: I would like the money back for the headlight adjusters and I would also like them to replace the dash cluster.

Business

Response:

I want to first and foremost apologize for the inconvenience this matter has caused you and your husband. My primary concern is at all time customer satisfaction and it appears we failed to comply with that. I have spoken with your service advisor and the service manager and let them know my decision on this matter.

Review: On 12/18/2012 I purchased a Buick Verano. When we were completing the paperwork with the gentleman who was doing our financing he asked if we would want to purchase the Auto Butler to keep the car looking nice and to protect the paint. The purchase price was $699.00. That would be 2 applications per year for 5 years. So far we used 5. I asked if it could be cancelled if we decide to trade the car in before the 5 years was up and was told that it could be transferred to any new car we purchase and I was ok with that. Now in 2015, I traded the Buick for a Ford and went to Budd Baer to cancel the extended warranty (which I was lied to, I was told the car came with a 3yr/36,000 but actually has a 4yr/50,000 manufacturer warranty) and asked about transferring the Auto Butler to the new car. I was told no and I would lose the remainder of the service. That means I lost around $350.00. The average would have been $69.99 per service.Desired Settlement: I would like to see Budd Baer honor what they say. Either transfer the remaining services or refund my money. I will never buy another car from them again and I will never recommend them to anyone. More than likely this will go nowhere because I have read similar complaints from others about this Auto Butler deal they are trying to push. I also contacted Auto Butler and was told the dealership has the discretion to give a refund.

Business

Response:

This letter is being written in response to the complaint filed by Mr. [redacted] regarding theAuto Butler Paint Protection. The Auto Butler Paint Protection is a product that is onlycancellable within the first 30 days after purchase.This is a product that is placed on the vehicle and the warranty stays with the vehicle. Thewarranty and remaining applications can be transferred to the new owner of the Buick with asimple notification to Auto Butler.To follow thru with our commitment to maintain total customer satisfaction I am willing tooffer Mr. [redacted] the opportunity to bring his Ford to our dealership and receive the remaining 5applications. Please let me know if this rectifies his issue and I will make note with my Serviceteam of the offer extended to him.

Went and bought a 2008 Grand Dodge Caravan. Told us it was given a clean bill of health. Their mechanics must be blind. On the way home it was raining, I was following my husband, he went to use the rear wiper and it fell down trying to wipe rain off the licence plate. Called them about it, they said they'd fix it. Second time we drove it, two days later, the back brakes were smoking and hot to the touch. We called them up and they said it is most likely a ROCK stuck some where. They said to bring it out, we told them there was no way it was safe to drive. They said they wouldn't cover the cost of a tow. Took it to our mechanic to check if it was safe to drive. He said it look like it had been standing in water; it was all crusted underneath. It needed both back calipers rebuild. It also needed new brake rotors and ceramics on all 4 tires! Needless to say we let our mechanic fix it. How could you trust someone when they missed so much in the first place? Emailed the company on Wednesday and have heard nothing back. Not even a gee we're sorry; but there isn't anything we can do, blow off email. An honorable company would admit their mistake and cover the cost. I would never trust Budd Baer ever again. Spread the word folks. The company is crap.

Review: On march 6th 2013 I toke my 2008 Subaru impreza to Budd Baer Suburu for repair head gaskets leaking external. They performed the repairs that was covered under my easy care warranty with a $100.00 ded invoice #[redacted] mileage in on 3/6/13 was 97,586 mileage out on 3/12/2013 was 97,586. They repaired the head gaskets and never road tested it. On 3/18/13 with 98,538 miles the car overheated 6 days and 952 miles after they repaired it. After it cooled down I checked the rad there was no coolant in it I checked the oil dip stick and it was 3 to 4 qts over full and milky. all the antifreeze was in the crank case mixed with my oil. rod bearing and main bearing need oil to lube them and antifreeze washes the oil off. so unknowing to me I was driving my car for 6 days and 952 miles wearing out my bearings. Easy Care warranty towed it for 20 miles to Solomon auto group 1/2 way to Budd Baers. On 3/19/13 I call Budd Baers they had it towed to them on 3/20/13. The service advisor called me that day and told me that when they repaired it the 1st time that one of the head bolts in the left head when they tore it down pulled the threads out of the block and the tech never fixed it. They fixed it and returned it to me 3/30/13. I asked them to check the bearings and the did not advisor said thy will be fine and I asked for a guaranty he said he will guaranty it for 1 year. now on 7/27/13 with 105,756 miles less then 4 months and 7,218 miles the bearing are bad and the refuse to do anything about it. And my Easy Care warranty is now over at the time of both repairs it was still good and this would have been covered. They did not repair the motor right the first time that allowed the antifreeze to mix in with the oil and not lube the bearings. they should have checked them like I asked and replaced them then. Now that they are bad the service manager and the owner wont do anything. I have been a service tech for many years and I have my Pa state inspection license and a 20 year certified Chrysler service managerDesired Settlement: At first I just wonted them to fix the problem now I cant trust them. The owner did not even return my calls I had to leave 2 voice mails to diff days. They he had the service manager call and say that they are not doing anything about it they don't thing the antifreeze in the oil would hurt the bearing. With my past and present automotive history that statement is not true. I want the motor repaired the right way. I wont a different Subaru dealer replace the motor & Budd Baer to cover the cost

Business

Response:

WE UNDERSTAND MR. LEVENTRY AND HIS CONCERN REGARDING REPAIRS MADE TO HEAD GASKET REPLACEMENT. THERE WERE NO SIGNS OF BEARING DAMAGE AT THE TIME OF OUR 2ND REPAIR, WHICH BY THE WAY, BUDD BAER PAID FOR AS A RESULT OF A FAULTY HEAD BOLT, THREADS WERE PULLED PREVIOUS , AND WE REPAIRED NOT MAKING CUSTOMER OR WARRANTY COMPANY AWARE. AT THAT TIME WE REMOVED ENGINE SENT IT TO A MACHINE SHOP TO REPAIR BLOCK. THERE WAS NO DAMAGE OTHER THEN THE BLOCK BOLT STRIPPED. IT IS OUR EXPERIENCE THAT A BEARING WOULD NOT HAVE LASTED 1,000 MILES LET ALONE 7,216 MILES, WITHOUT SOME NOISE OR FAILURE. ALSO, THIS WAS CONVEYED TO US PER A PHONE CALL. WE DID NOT HEAR OR IDENTIFY ISSUE. CUSTOMER DID NOT BRING BACK TO OU DEALERSHIP. HAVING SAID THAT, THE SERVICES THAT SHOULD HAVE BEEN PERFORMED WERE TWO OIL AND FILTER CHANGES AT 3K EACH TIME. I'M SURE IF THERE WAS A CONCERN THEY WOULD HAVE NOTED IT OR ADDRESSED THOSE NOISES AT THAT TIME. OUR DEALERSHIP HAS PERFORMED HUNDREDS OF HEAD GASKET REPLACEMENTS AND HAVE NEVER HAD A BEARING LOSS FROM THAT REPAIR. BOTH REPAIRS WE PERFORMED FOR HEAD GASKETS WERE EXTERNAL LEAKS, NOT COOLANT AND OIL INTERMIX. WE DO FEEL IF THERE ARE OTHER ISSUES , OTHER THAN OUR HEAD GASKET REPAIRS, WE CANNOT BE RESPONSIBLE . ESPECIALLY AT THE MILEAGE AND AGE OF SAID VEHICLE. OUR WARRANTY AND EXPERIENCE ARE IMPECCABLE . WE CANNOT BE HELD RESPONSIBLE IN THIS MATTER. SERVICE MANAGER

Business

Response:

In response to the customer's additional concerns, I stand by my statement of no noise or bearing damage to Mr. [redacted] vehicle when we completed the work on April 30, 2013 with 98,358 miles. At that time there was no inter mix of coolant in the oil and no noise was at all present. We have not seen the vehicle or had the opportunity to inspect this issue and at 105,756 miles anything could have happened. The [redacted]s' could have driven the vehicle when it was low on oil or did not do the factory recommended frequency for oil changes which is every 3 months or 3,000 miles. The head gasket repair is warranted for 12 months or 12,000 miles whichever comes first. 1 realize that the advisor that Mr. [redacted] had at the time of repair is no longer with the dealership but he could have contact myself and I would have gladly addressed any and all of his concerns. I am sure that all would agree that anything can happen to a vehicle at any time. Our reputation is very important to us and we would not do anything to jeopardize that. Attached is the last repair order we have for Mr. [redacted] and as you can see there was no charge to the customer or warranty company. Budd Baer Inc Service Manager

Review: My Kia Spectra broke down on 04/12/14 and I had it towed to Budd Baer to have it serviced and repaired. On Monday 04/14/14 when I went to see about my vehicle they had no clue it was even there. After calling the towing company and finding out where they dropped my car they found it but said that they couldn't find my keys that the tow driver must of forgot to leave them. Once again I called the towing service and they told the staff at Budd Baer that the keys had been left in the drop box, its at this point they became very belligerent, rude and ignorant towards myself and my daughter. We sat there for two hours while they tried to locate my keys. After two hours of waiting I sent my daughter in once again to check on their progress she was completely ignored by the staff. When they finally did find my keys they told me that they refused to look at my car and to remove it from their lot immediately, which cost me another 130 odd dollars. Something should be done for their poor service and treatment of senior citizens such as myself.Desired Settlement: I would like an apology for their rude and callous manor in which they treated myself and my daughter. I also would like them to reimburse me a half days pay at my regular rate of $22.00 an hour for having to leave work early because they could not locate my car and the $120.00 for the cost to have it towed to South Hills Kia.

Business

Response:

To whom it may concern,

Review: We bought a car from Budd Baer Inc. on February 24,2011. At that time they sold us an extended warranty that we were told would begin at the end of the vehicle warranty (3 years - 36,000 miles). We never received any information on the warranty, but were charged $1634.00 and I believe we paid tax on that amount bringing the total charge to $1748.38. We also purchased a Premier Paint Protection Warranty for 60 months and were charged $699.00. We did the recommended treatments, but when we asked for a pro rated refund we were told it was non refundable. The protection was through Auto Butler - and no where in the paperwork does it state it is non refundable. We traded this vehicle on 11/23/2013 of this year after 21 months of ownership and an odometer reading of 24,976 (still under the GMC warranty). I contacted [redacted] from the dealership and after a week was told the refund of the "extended" warranty would be 1/2 of what we paid. I contacted [redacted] the company that holds the extended warranty and asked for a copy of the contract. I received a copy and it does not contain my signature, and I have never seen a copy of this prior to today, and therefore unaware of the language. I was told by [redacted] that we should have received a copy from Budd Baer. Budd Baer does not want to work with me on getting this resolved correctly and to my satisfaction.Desired Settlement: I want a total refund of the extended warranty ($1748.38) a pro rated refund of the Tire and Wheel Warranty ($208.65)and a refund of the Auto Butler ($486.15). The total of these items $2,443.18.

Business

Response:

December 16, 2013

To: Whom it May Concern

In response to Mrs. [redacted] complaint, ID number: [redacted],1 would like to start by saying that our

vehicle service contracts are submitted electronicaiiy so the oniy signature on the contract is the original

one on the form at the dealership which, Mrs. [redacted] would have received with all of her other

paperwork.

The cancellations were processed on Dec. 4, 2013, in which we are entitled to 45 days to process and

mail the refund. Per [redacted], the cancellation refund is a total amount of $886.28, less $50.00 cancelation

fee; 54.24% of the $1,634.00 paid (calculated by time had and mileage used). Per IAS (tire and wheel),

the refund is a total of $134.64, less $50.00 in cancellation fee as well. There will be no refund for the

Auto Butler as It is only transferrable (see attached contract example). The customer will, however,

receive a check in the amount of $920.92 by 12/31/2013.

Thank you for your time and consideration. If you have any questions please do not hesitate to contact

me at ###-###-####.

Sincerely,

Owner

Budd Baer Inc.

"The Honest Dealer”

www.buddbaer.com

Consumer

Response:

We never received a signed copy of the extended warranty agreement with [redacted] from Budd Baer, and therefore not aware that the "extended" warranty started the day we bought our brand new vehicle. That was not explained to us. Our understanding was the extended warranty began when the vehicle warranty ended. (3 years - 36,000). With the information that was provided by the dealership, I believe we are entitled to a full refund. It seems to me that this falls under the term "bait and switch".

I want Budd Baer to provide us with a signed copy of our agreement.

Regards,

Business

Response:

See scanned contract

Review: I took my 2005 Subaru Baja to Budd Baer to get a new turbo put in for the $2,500 estimate I received (this included $180 to replace the motor in one of the windows). They have had it since March 23rd and have not installed the turbo. I have called many times for an update on my vehicle and each time I was told the reason for delay was 1 more item that needed fixed. since the very first time they told me I would need something else I told them no I want my vehicle back so I can get a second opinion. I repeatedly told them not to perform services on anything but the window and installation of the turbo under the parameters of the estimate - no additional services. After repeatedly escalating the issue I come to find out from somebody else in Budd Baer that the work I had repeatedly said not to perform was done anyway and that they are charging an additional $2,200 for it!Desired Settlement: The only work performed on my vehicle so far that I authorized was the $180 motor replacement on the window. I no longer want them to replace my turbo as I am completely dissatisfied with their service. I want them to only charge me for the window as it was the only thing I agreed to and give me back my vehicle. I cannot afford all of the additional work they did behind my back - I can barely afford the turbo which still needs fixed!

Review: The transfer case on my 2008 Mazda CX-9 died. Prior to this, the vehicle was running perfectly. Mazda had issued a recall on another part (control arm) so I had the vehicle towed to Budd Baer Mazda with the intention of having the recall taken care of as well as the transfer case. It was towed there on Sunday, 10/4/15. I had never worked with them before, but they were the closest dealership to where I was when the vehicle needed to be towed. On Tuesday, 10/6/15, Matt Thomas from Budd Baer called to tell me that in addition to the transfer case, I needed tie rods, brakes and two tires. I was aware of the brakes and tires and already had plans to replace both prior to inspection in December 2015. I had had the tie rods replaced at another non-dealership location in December 2014 at the last inspection. I told them this and authorized them to proceed with the transfer case and recall only. When I picked up the vehicle on Thursday, 10/15/15, the alignment was significantly defective and the wheels seemed loose (for lack of a better way to explain it). I'm a single mom with two children and greatly depend on my vehicle. I called Matt on 10/16/15 and returned the vehicle to Budd Baer on Saturday, 10/17/15 asking them to fix the alignment (I had had the vehicle aligned in March 2015 and it was perfectly fine prior to dropping it off at Budd Baer). On Monday, 10/26/15 Matt Thomas called to tell me that they'd done their best to fix the alignment but the status of the tie rods made it difficult. I picked it up on 10/27/15. The tire pressure light was on as I left their garage, but the temperatures had dropped outside (which often causes that sensor to light up) so I just figured I'd add air to the tires when I got home. As I drove home, the alignment was not any better and the tires still seemed "loose." When I attempted to put air in the front driver's side tire, the valve stem was broken and air gushed out simply by touching the stem with my finger. It was not like this before. I did not feel it was safe to drive the vehicle as it was anymore. I had the spare put on and contacted Dan P[redacted] (service manager) at Budd Baer to alert him of the issue (9:42 am on 10/28/15). He asked me to bring my vehicle back to the dealership which I declined -- it's a 45 minute drive, I have to work, and he hadn't bothered to get involved the first time I took it back at which point he should have been aware he had a dissatisfied customer. He said he would talk with his team and get back to me. I did not hear from him again. I called again and left him a message at 1:46 pm on 10/29/15. He finally called back at 7 pm that evening to tell me that he still wanted me to bring the vehicle back in. I again declined and told him that I had already sent an email to Mazda and wanted credited for the labor (I'm willing to pay for the transfer case as it was a part that I needed and received). He said he'd talk with his service director and get back to me. On Thursday, 10/29/15, I took the vehicle to the repair shop who had done the tie rods in December 2014. They replaced both outer tie rods (one warrantied from their previous work, the other they had not replaced previously) and confirmed that my alignment was a mess and could not be solely blamed on the tie rods. The new tie rods immediately corrected the "loose" tire feeling but the alignment was still faulty (steering wheel was at 10 and 4 to drive straight). I waited all day Friday, 10/30/15 but did not hear from Dan so I called him at 5:30 pm. He had not yet spoken with his service director but informed me that they were not willing to credit the labor ($485) because they did install the transfer case. I agreed that they completed the installation but pointed out that they damaged several other parts in the process. He indicated that he would contact me the following Monday (11/2/15) after speaking with his service director. On Saturday, 10/31/15, I took the car to a service shop to get the two new tires I knew I needed (one of which now had the broken valve stem) and have the front end alignment taken care of. The service shop notified me that not only was the valve stem broken, so was the tire pressure monitor inside the tire which also needed to be replaced. The work was completed and the car once again drives normally, nearly a month after originally taking it to Budd Baer Mazda. I emailed Dan on 10/31 with pictures of the valve stem and notified him of the need to replace the pressure monitor. It is currently after 9 pm on 11/4/15 and I have never received a follow up to my email or our last phone conversation.Desired Settlement: I would like to be credited the $485 plus tax spent in labor costs with Budd Baer. I spent $223 for tie rod repair, $76 for an alignment, and $60 for a tire pressure monitor ($359 plus tax) -- none of which I needed prior to taking my vehicle to Budd Baer.

Business

Response: