Ron Ellis Frame and Front End Inc

Review: Went in for 4 wheel alignment. Alignment was performed incorrectly and they also charged me for unauthorized tire balancing of 3 of my tires. Not sure why not all 4 at least. Car arrived at shop with what appeared to be a camber variance in front tires. Rear tires appeared to be visibly straight or even in rear camber wise. Front wheels looked the same visually and on print out AFTER the service, as if they hadn't been adjusted at all. But to make things better, now the rear camber is also uneven, both visibly and on the print out. I kindly asked them to fix it which in response I was told would be another alignment fee of $90. Which I was willing to pay, just to have it done correctly. However, the technician refused the work. When I questioned the unauthorized repair for balancing the brand new tires, Mr. [redacted] got very upset and told me to pay and leave. I just wanted the work done correctly, or to my satisfaction and not be charged for services I didn't request.It seems to me, the technician was in over his head. Got frustrated because my suspension is a little different than the other million he has done in his 70 years, made a half hearted attempt and I'm left with the results. Exactly what I was trying to avoid. But I chose this place because it had good reviews. Some claim the best in the area. Being someone that has been in Corporate level customer service positions for 7+ years, I can say without a doubt, this place falls very short of providing anything that can be considered customer satisfaction. Let's just say that in the "Complaint Type" drop down menu here, they should have a choice that reads "All of the above" for this place.But what really matters is that I paid for a service and did not receive that service to my expectations. I was charged for unauthorized repairs and they refused to make the situation right. Apparently you're not supposed to know what you're talking about around this place. It is frowned upon and gets people upset. Especially Mr. [redacted].Desired Settlement: Refund full amount of $127.56. Reasons:1.Alignment not completed to my satisfaction.I was upfront about aftermarket suspension. If they didn't want to or didn't know how to perform the work they should have reported it and declined to do the work.Not made a half hearted attempt and then complain about how difficult it was.2.Unauthorized repair of balancing tires. Tires are new, it was not the service requested and they are covered under warranty by another shop.

Business

Response:

To whom it may concern:

I'm writing in response to the recent complaint assigned #[redacted]. On the day in question 5/30/2013, the customer arrived and requested a four wheel alignment for a left pull and driving badly. Customer stated then that car had been to three other repair shops without satisfaction. Customers car was a 2010 [redacted] with altered suspension. Upon inspection of alignment values, front end camber and caster were both correct. Therefore to correct his complaint of a left pull, the technician road forced three tires to have two evenly matched tires for front of vehicle. Customer asked to go into shop and discuss alignment values with technician. Customer requested more negative camber in rear of vehicle because he planned to rally race. The customer walked into the office and complained about how long alignment was taking. Mr. [redacted] stated that alignment with altered suspension may take a little longer. Upon completion of job, technician test drove and brought keys and computerized printout into office. Customer immediately complained about the invoice price for four wheel alignment and tire matching. Mr. [redacted] stated that tire matching was to correct his complaint of left pull and tried to explain alignment was not the cause of the pull. The customer then complained about camber values 4/10 off side to side. Mr. [redacted] then stated that values were within specs for a normal alignment. The customer only stated that he wanted more negative camber on rear of vehicle. Mr. [redacted] stated he would gladly have the technician pull his car back in and do a custom alignment for an additional cost. The customer declined repair.

In closing I would like to state that I have proudly been in business for 35 years and have always tried to satisfy my customers at whatever cost. For someone to send a letter and belittle the business and its staff truly upsets me, but it seems this customer would not be happy with any service performed on his vehicle. If anyone looks at our reputation over the last 35 years, it speaks for itself.

Sincerely,