Surratt Tire & Auto Center

I have had nothing but the best of luck with these guys... now the people he had working there the 1st of the year are a joke, but I haft to say the lady he has working for him now is wonderful very nice and polite and knows what she is talking about.. our vehicles are just like kids they need looked after and yes when you get a bill/quote for 5-600$ its a shocker but think do you wanna pay for a new vehicle.. that's what I always think.. they are very fair in all there prices if something is wrong they will do everything they can do to make it right! I have never had them try and sell me things that I didn't need would recommend them to anyone!

Review: Surratt Tire replaced front wheel bearings on my 2009 Honda Accord on January 8, 2014. On August 4, 2014, I returned the vehicle to Surratt because of recurring problem with the wheel bearings replaced by Surratt. I was told that the wheel bearing on the left front needed to be replaced and I authorized the replacement work. There was no charge for the replacement work, however, there was no recognizable difference in the performance of the vehicle.

On August 6, 2014, I had the problem evaluated by [redacted] and was informed that the left front wheel bearing needed to be replaced. The repair work was performed by [redacted] and it was evident by the performance of the vehicle that the repairs by [redacted]’s corrected the wheel bearing problem.

I contacted Mr. Surratt the same day and provided him via email a copy of the invoice for the replacement of the wheel bearing by [redacted]. His response was that he "couldn't understand it." He promised to "get back with me." It has now been 27 days and Mr. Surratt has not contacted me nor have I received any refund.

A second repair job was performed on August 29, 2014, by the [redacted] to replace rotors and brake pads that had been installed by Surratt Tire three months earlier on May 20, 2014. Because of the inferior workmanship previously done with the wheel bearing, we chose not to return to Surratt to address the problems with the work done on the rotors and brake pads.

I am requesting that Surratt Tire reimburse me in full for both repair jobs performed by [redacted] totaling $768.34.Desired Settlement: I am requesting that Surratt Tire reimburse me in full for both repair jobs performed by [redacted] totaling $768.34.

Business

Response:

Surratt Tire & Auto Center stands behind our work and we offer a warranty on everything that we sell and repair. If we are contacted we will fix any problem and or repair according to our warranty procedure.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mr Surratt was contacted initially and failed to keep his promise to follow up with me. He requested a copy of the invoice from [redacted] and I provided it within 10 minutes of our phone conversation. At the time of my complaint to Revdex.com, it had been 27 days since that promise and still no reply from Mr Surratt. As of this writing, still no reply. This does not represent good faith action on his part.

Regards,

Business

Response:

I addressed this issue originally with Mr. [redacted] and discussed the fact that without the original parts to return to the parts distributor...I am not able to get any sort of a refund myself. I always offer customers every chance to fix and or repair the vehicle in question. Mr. [redacted] did not call me back and therefore CHOSE himself to go somewhere else. I do not feel like this should reflect badly on me and or my company!

Bill Surratt

Surratt Auto Center

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The car was returned to Mr. Surratt for repair on August 4, 2014. Because there was no recognizable difference in the performance of the car, I took it to [redacted] where I was informed that the left front wheel bearing needed to be replaced. [redacted] performed the necessary repairs and the problem was resolved. I notified Mr. Surratt by telephone the same day and, at his request, provided by email, the copy of the invoice for the replacement of the wheel bearing by [redacted]. His only response was that "he couldn't understand it" and that he would "get back with me." To this date, October 21, 2014, he has not contacted me as he promised. His reply to the Revdex.com that he could not do anything without the defective part is appalling and indicates that he does not want to take responsibility for his work. The part was replaced by a reputable dealership, [redacted] in [redacted], and the invoice from them was provided showing that the work was performed by professionals. The second repair job was also performed by [redacted] because I had lost confidence in Mr. Surratt's work ethic.

Regards,

My fiance was quoted 60 dollars to switch wheels. I called to question the price and was quoted 15 dollars, great! As I am in line, an elderly lady is being quoted the same 60 dollars for the same job. I chimed in that I had been quoted 15 dollars and wondered why women were being overcharged at a massive rate. I was then kicked off the property and had the police called on me for tresspassing after I told the lady of a cheaper place to go.

Review: This is not a first time visit or review of associated problem with customer's vehicle. I previously visited the above business for services scheduled an appointment and returned to have services and products at agreed price purchased .

While the agreed price was higher than quoted this supposed to include not previously mentioned costs. Not untypical especially as I am female. Further work offer was proposed and an appointment

scheduled. Two work proposals were offered and when customer, myself, arrived I explained I was in no position to employ work services at excess of $400.00 . The second work was to be reviewed and a quote provided. The work quote was also in excess of $400.00 which I had already explained could not occurr on the said date. No work was performed and a fee of Excess of $88.00 was demanded for no service performed. That is my complaint . Should you or anyone else want me to repeat or reword or continue to explain this extortion of money I will.Desired Settlement: Formal apology and return from the company all money and cost incurred.

Business

Response:

Ms. [redacted] brought her BMW in for a scheduled appointment on 4/13/2015 to have control arm bushings installed and a driver's side window problem diagnosed. The control arm bushings had to be special ordered for Ms. [redacted]'s vehicle and paid for in advance by Surratt Tire & Auto center. Ms. [redacted] has not paid for the parts. Ms. [redacted] had made this appointment on her last visit and in doing so reserved a three to four hour block of my mechanic's time to have this work performed. Upon arrival Ms. [redacted] stated that she did not wish to have the control arm bushings repaired at this time, however that she would still like to have the window diagnosed that did not work properly. There was no advance call to inform my company that Ms. [redacted] did not wish to have the parts installed, or allow my mechanic ample time to fill his reserved block with work from other customers. The mechanic began checking Ms. [redacted]'s vehicle over for window and power related problems, since the window motor and regulator are inside of the door panel, the door panel must be removed along with the air bags in the door. This procedure takes some time to perform. I personally wrote up the estimate and discussed it with Ms. [redacted]. She mentioned that she did not wish to have the work done at that point. I mentioned to her that if there were a way to get her window to stay up that I would have my mechanic try to do so. Unfortunately there was no way to keep the window all the way up without repairs. Our diagnostic fee of $89.95 is posted above the counter in plain view. I apologize if there was confusion on Ms. [redacted]'s behalf. I feel that I am fairly and justly entitled to a diagnostic fee for my mechanic's time in diagnosing this problem and putting Ms. [redacted]'s car back together. Sincerely,G. William Surratt II

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not view the business of automobile maintenance and repair as what one wishes for. I explained to the owner of the repair shop that I did not have funds available to complete repairs in excess of $400.00. The work order he submitted on both repairs were in excess of $400.00.Similarly, none of the disclosed statements from the business were forthcoming at the said appointment. I told him I did not have funds in excess of $400.00 not once but twice. There was no discussion of parts or service of further appointments. That is my complaint. I did not request a computer diagnostic in that three companies had previously reported diagnostics. I initially made an appointment for tires with the business. The company is not my mechanic . As I was discussing tire options the owner included his profession of pride in his business and asked me if they could perform any services to my automobile. I believe competitive pricing for some of the work is a good policy. He asked me if his company could perform the work. There was not effective communication and the window was in worse condition after their said diagnostic testing. Also, the owner seems to be much more well versed in complaining, withholding facts pertinent to the subject, causing damages , as well as soliciting than myself.

Regards,