SRM Automotive

In response to the complaint made by the customer on 3/14/2014 the 1 tie rod end was a simple miscomunication between the mechanic and the supervisor the part was not replaced due to it already having a new part installed and as soon as the error was realized the customer was refunded , as to the...

complaint of a part being incorrectly installed is not true period , I am an [redacted] certified Master Technician with over 25yrs experience and have never in those years had 1 return on a incorrectly installed part in fact I document every safety related job we do in before and after pictures of job and parts as they are installed which I did also with this job and can fully back with pictures and documentation showing the parts properly installed on the customers vehicle . The damage to the new part was due to a tech at [redacted] who during the process of aligning the vehicle loosened and removed the part which would have been no issue until it was cross threaded in an attemt to reinstall the part which I have also retained this part along with our pictures and documents of the job and second tech inspection and the opinions of several well respected mechanics and the part manufaturer who stand behind us and the facts of this case wich show we were in no part liable .. We did however replace the part at OUR COST and install it at a reduced rate for the customer as a courtesy and to further to try and keep our customer satisfied and also to insure a safe and proper installation. We have a very high customer satisfaction rating most of our customers are regular repeat customers who recomend us on a regular basis and we pride ourselves in our long standing good customer relationships and will go the extra mile to do what is necasary to retain this high rating and keep our customers HAPPY in all situations . Thanks . SRM Automotive

Review: On Monday afternoon I ordered, was billed and fully paid to get the following components replaced on my [redacted] minivan: inner (2) and outer (2) tie rods.

From SRM Automotive I drove my vehicle to the local [redacted] store ([redacted] and [redacted]) to have it aligned, work that couldn't be completed because the recently installed inner rod (front driver side) was damaged.

According to the [redacted] mechanic, the safety pin that's meant to hold the rod was missing (likely never put in place). I was told I had been very lucky not to get into a serious accident since the tie rod was 'hanging' from the last thread.

Additionally, I was shown that the front passenger side tie rod was the original one (i.e. had not been replaced), showing old salt and rust debris as proof of that.

Upon confronting the SRM mechanic ([redacted]) with what I had been shown, he admitted not having replaced all 4 tie-rods (for which I had been billed for). He stated he had told the shop owner (who had billed me) but apparently the shop owner ([redacted]) had forgotten. Given these circumstances, my minivan could not be driven. SRM did not want to pay [redacted] for the needed repairs so they told me they'd be towing my vehicle back to their shop the following morning.

Instead, minivan was kept at the [redacted] store occupying one of their working bays all day Tuesday, for which, understandably, the [redacted] store manager complained to me for. SRM wanted a particular towing company they had business arrangements with to tow my vehicle but since that company was unavailable, they kept postponing the pickup. Each time I called throughout the Tuesday, I was told it'd be done "later".

On Wed morning SRM mechanic told van would be picked up by noon. I called them at 1:30pm and I was told "van was on the way". At 3pm I called [redacted] and was told my vehicle had just been towed 5 minutes back.Desired Settlement: Have my vehicle repaired and returned today ASAP since services performed were only partially completed and apparently incorrectly. I also expect to be refunded for the parts and labor of services not rendered (waiting for SRM to state exactly which these were but I believe only the passenger inner tie rod had not been replaced)

Business

Response:

In response to the complaint made by the customer on 3/14/2014 the 1 tie rod end was a simple miscomunication between the mechanic and the supervisor the part was not replaced due to it already having a new part installed and as soon as the error was realized the customer was refunded , as to the complaint of a part being incorrectly installed is not true period , I am an [redacted] certified Master Technician with over 25yrs experience and have never in those years had 1 return on a incorrectly installed part in fact I document every safety related job we do in before and after pictures of job and parts as they are installed which I did also with this job and can fully back with pictures and documentation showing the parts properly installed on the customers vehicle . The damage to the new part was due to a tech at [redacted] who during the process of aligning the vehicle loosened and removed the part which would have been no issue until it was cross threaded in an attemt to reinstall the part which I have also retained this part along with our pictures and documents of the job and second tech inspection and the opinions of several well respected mechanics and the part manufaturer who stand behind us and the facts of this case wich show we were in no part liable .. We did however replace the part at OUR COST and install it at a reduced rate for the customer as a courtesy and to further to try and keep our customer satisfied and also to insure a safe and proper installation. We have a very high customer satisfaction rating most of our customers are regular repeat customers who recomend us on a regular basis and we pride ourselves in our long standing good customer relationships and will go the extra mile to do what is necasary to retain this high rating and keep our customers HAPPY in all situations . Thanks . SRM Automotive