NAPA Auto Care Center

Review: I recently took my car in for its regular tire rotation at Sears Auto (which I have experience with). When they tried to remove my wheels, the 2 nuts got stuck due to improper installation by NAPA. Turns out 2 of the wheels studs were stripped. Sears Auto also told me that one of the lug nuts was a different size than the rest. If I actually had a flat tire on the road, I would never have been able to replace my flat cause the standard emergency kit that came with the car only comes in 1 size!The mechanic at NAPA simply lost my original lug nut and failed to mention it to me.Desired Settlement: I would like reimbursement in the amount of parts and labor it took for me to repair my car. Which totaled to $258.70.

Business

Response:

To Whom It May Concern:

Our company received a complaint on September **, 2013. The customer has claimed that his wheel studs were stripped by our mechanics when he came to get his car serviced on February **, 2013.

We would like to state that our business has been in business for 13 years and this is our first Revdex.com complaint. We have always resolved any complaints with our customers and strive to provide excellent service. This customer has never complained to us in regards to this issue. We would have happily replaced anything that was damaged, but this was not the case.

Our mechanic's tools are torqued to stop so they don't strip any screws and nuts. The stripping of the stud would never have happened. On top of being an repair shop we are also a parts store. A lug nut is of low cost for us and we would have replaced it if we did strip it. Therefore, the case that the customer is stating would never have happened due to the fact that we will have resolved it before he even picked up his vehicle.

[redacted] is asking to be reimbursed for $258.70 for work that was done by Sears. He went to have his car serviced for a wheel balance and rotation by Sears. He did not go there to have his lug nut replaced. Again, we would happily replace any lug nuts that were damaged. The customer came to our shop for a NYS inspection and nothing else. We do not understand why we will be responsible to pay for his bill of $258.70 when the work is irrelevant to his complaint.

Again, we will be more than happy to replace any lug nuts that he thinks were stripped by our mechanics.

Business

Response:

Dear Mr. **,

As we stated earlier, we are more than happy to replace your lug nut if you come to our store. We understand that you had it repaired at another repair shop, which is something that we cannot help. Please understand, that without you coming to us first, we could not help you resolve the problem.

Again, we will happily replace any supposed damaged parts that were caused by the stripped lug nut. We are unsure why the bill will be the $258.70 though which seems extremely high for a simple lug nut and bolt replacement. If you would like, please come to our shop again so we can look over the Sears bill to see what was actually the damage you are claiming our mechanics did.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I came in to talk to the owner, instead spoke with the service manager about the issue. Although I am not fully satisfied with the resolution, I do appreciate that the business made an effort. The business agreed to pay for the broken parts but only agreed to pay for 7% of the actual labor costs that I paid to repair my car. They have written out a reimbursement check for me.

Sincerely,