True Line Auto Center

Revdex.com: I have reviewed the response 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 First of all I believe it is the (Owner) not the shop mgr who responded to my complaint and it appears he was misinformed by his shop (mgr [redacted] ***) about the entire incident that took place at True Line auto center, I will be brief in my response (1) I was never informed by mr [redacted] of any special part, he claims his mgr [redacted] asked me to wait for repairs that is True, but I was told that it would take about 4hrs, and I agreed to wait (4hrs) I was at his shop (7hrs) I told him when I dropped the car off that I had to be at work at (4pm) he, Mr [redacted] told me my truck would be done by then I got my truck back at 4:30pm and I was 1/hr late for my job, with no apology(2) I was not informed by mr [redacted] of any special part for the (Power Booster)(3) There was no problem with my (ABS light or Brake light) until True Line Auto worked on my car, mr [redacted] was made aware of this after the Power Booster was installed,..(4) mr [redacted] has failed to inform Bryan (owner) that it was he who suggested I take my truck to the dealer to reset the (ABS and Brake light), because he did not have the computer to do it, I told him the dealer will charge me for this, (and they did), in the tune of ($170.00) which mr [redacted] said to my face I will be reimburse the money they charge me, to this day I have not received any payment of ($170.00) for the diagnostic check done by the dealer, thats when it was discovered my EBCM was out, and cables were knocked looseMr [redacted] also seems to have not informed the owner (Bryan) that I made (ATTEMPTS) at his shop to get this resolvedthe dealer gave me a ($815.00) estimate for repairs that includes the ($170.00) reimbursement I have not received to this date, that mr [redacted] said he would give to me..the very last time I went there to fix this problem because mr [redacted] on the day I gave him the total cost from the dealer, made a phone call, and we set up another date to do repairs this was the (5th) time I was at True Line.....I was also told the last time I was in the shop, he, mr [redacted] said (he ordered another part) ,after the car was in his shop for (4hrs) the new part(EBCM) was defective, I asked mr [redacted] how long it would take to get another one and was told he did not know, he could not get one of his mechanics free to get another, after the first visit to True Line auto, after that (7hr) wait when I came back to return the defective (Power Booster) that was installed then replaced, was my (TOTAL DISPLEASURE) with my visit to True Line Auto...after one last attempt to get this issue resolved and a appointment was set and the I was told (VIA VOICEMAIL) that (the shops computers were down) could I reschedule again (5) days later...After all that I felt (enough was enough), and I had to seek a different venue, to resolve this because I felt that this was not an honest attempt at resolution, And I strongly stand by my position of (Not Ever Returning) to (True Line), to have this issue resolved, there was not a problem, with (ABS or Brake light) until True Line worked on my truck, and therefore should be responsible the cost of (REPAIRS) and not at all at True Line Auto Regards, *** ***

Dear Mr***, First and Foremost I personally what to thank you for all of your past business with us! We apologize that your last visit was not a pleasant one, as you can remember when you brought your truck in for the Power Booster repair, [redacted] asked you if you wanted to wait because the part had to be special ordered and it was going to take some time get before we could start the repair and you said Yes! Once we received the part from the parts warehouse, [redacted] also apologized again for the part that was sent was defective which we do not have any control over that! When it comes to the warning lights on your dash board we only did repair to a mechanical part of the brake system which has no electrical involvement, so when you returned a second time with your ABS Light and Brake Light on, as a courtesy we used our Computer Diagnostics Scan Tool to try and identify areas of concern! What we had found was EBCM ( Electronic Brake Control Module ) had failed and [redacted] told you that we repaired only the Power Booster which is a mechanical part with no electrical components to it, Why your EBCM went out we have no explanation other that it is a electrical component and not the mechanical portion of your repair [redacted] also told you that if the malfunction on your vehicle was for something we did that we would stand behind it, but as explained earlier the mechanical repairs made have nothing to do with the electrical issues that you are experiencing now! I hope that we can come to a understanding as we would like to have a good relationship with everyone that comes through our doors Again myself and [redacted] apologize for all your troubles and certainly what to earn your business back, Kind Regards, [redacted] ***

Revdex.com:
I have reviewed the response 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.
First of all I believe it is the (Owner) not the shop mgr who responded to my complaint and it appears he was misinformed by his shop (mgr [redacted]) about the entire incident that took place at True Line auto center, I will be brief in my response (1)  I was never informed by mr [redacted] of any special part, he  claims his mgr [redacted] asked me to wait for repairs that is True, but I was told that it would take about 4hrs, and I agreed to wait (4hrs) I was at his shop (7hrs) I told him when I dropped the car off that I had to be at work at (4pm) he, Mr [redacted] told me my truck would be done by then I got my truck back at 4:30pm and I was 1/2 hr late for my job, with no apology. (2) I was not informed by mr [redacted] of any special part for the (Power Booster). (3) There was no problem with my (ABS light or Brake light) until True Line Auto worked on my car, mr [redacted] was made aware of this after the Power Booster was installed,..(4) mr [redacted] has failed to inform Bryan (owner) that it was he who suggested I take my truck to the dealer to reset the (ABS and Brake light), because he did not have the computer to do it, I told him the dealer will charge me for this, (and they did), in the tune of ($170.00) which mr [redacted] said to my face I will be reimburse the money they charge me, to this day I have not received any payment of ($170.00) for the diagnostic check done by the dealer, thats when it was discovered my EBCM was out, and cables were knocked loose. Mr [redacted] also seems to have not informed the owner (Bryan) that I made (5 ATTEMPTS) at his shop to get this resolved... the dealer gave me a ($815.00) estimate for repairs that includes the ($170.00) reimbursement I have not received to this date, that mr [redacted] said he would give to me..the very last time I went there to fix this problem because mr [redacted] on the day I gave him the total cost from the dealer, made a phone call, and we set up another date to do repairs this was the (5th) time I was at True Line.....I was also told the last time I was in the shop, he, mr [redacted] said (he ordered another part) ,after the car was in his shop for (4hrs) the new part(EBCM) was defective, I asked mr [redacted] how long it would take to get another one and was told he did not know, he could not get one of his mechanics free to get another, after the first visit to True Line auto, after that (7hr) wait when I came back to return the defective (Power Booster) that was installed then replaced, was my (TOTAL DISPLEASURE) with my visit to True Line Auto...after one last attempt to get this issue resolved and a appointment was set and the I was told (VIA VOICEMAIL) that (the shops computers were down) could I reschedule  again (5) days later...After all that I felt (enough was enough), and I had to seek a different venue, to resolve this because I felt that this was not an honest attempt at resolution, And I strongly stand by my position of (Not Ever Returning) to (True Line), to have this issue resolved, there was not a problem, with (ABS or Brake light) until True Line worked on my truck, and therefore should be responsible the cost of (REPAIRS) and not at all at True Line Auto.....      
Regards,
[redacted]

Dear Mr. [redacted],
First and Foremost i personally what to thank you for all of your past business with us!  
We apologize that your last visit was not a pleasant one, as you can remember when you brought your truck in for the Power Booster repair, [redacted] asked you if you wanted to...

wait because the part had to be special ordered and it was going to take some time get before we could start the repair and you said Yes! Once we received the part from the parts warehouse, [redacted] also apologized again for the part that was sent was defective which we do not have any control over that! When it comes to the warning lights on your dash board we only did repair to a mechanical part of the brake system which has no electrical involvement, so when you returned a second time with your ABS Light and Brake Light on, as a courtesy we used our Computer Diagnostics Scan Tool to try and identify areas of concern! What we had found was EBCM ( Electronic Brake Control Module ) had failed and [redacted] told you that we repaired only the Power Booster which is a mechanical part with no electrical components to it, Why your EBCM went out we have no explanation other that it is a electrical component and not the mechanical portion of your repair. [redacted] also told you that if the  malfunction on your vehicle was for something we did that we would stand behind it, but as explained earlier the mechanical repairs made have nothing to do with the electrical issues that you are experiencing now!
I hope that we can come to a understanding as we would like to have a good relationship with everyone that comes through our doors. 
Again myself and [redacted] apologize for all your troubles and certainly what to earn your business back,
Kind Regards,
[redacted]

Review: On May 1, 2013 I had 2 new tires installed on my car. After driving 17 miles one of the new tires was flat. I called the store. Was told that may be a nail is in the tire. I pulled the tire off and noted the valve stem is cracked and leaking. I put spare tire on my car and drove back 17 miles to that store. He removed both tires and placed new stem valves in the tires.He had charged Labor $159.39 and total of $175.85 originally (including Wheel Alignment).Desired Settlement: I am a physician and have wasted my time more than I should had it not been for poor workmanship by this store. I spent extra miles driving back to the store.The store owner offerred no apologies.Partial refund is demanded considering extra time and fuel spent.

Business

Response:

To Whom It May Concern,

First of all I want to apologies again that this mishap. The customer supplied his own Tires and we performed only what was asked of us and nothing more. That being said we should have sold the customer 2 valve stems from the start which we did not. When the customer arrived at the shop with the spare on we immediately put 2 technicians on his vehicle, removed both rear tires, replaced both valve stems FREE of CHARGE and had him out the door in 15 minutes.

Once again my sincere Apologies.

G.M.

Consumer

Response:

I have reviewed the response 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 was forced to pull the brand new flat tire from my car ( I am 78 years old, on my knees on roadside) and put spare tire on and drive 35 miles to replace a one dollar worth valve which was over 10 years old and the store had failed to replace. With fuel and labor I demand $25.00 discount, let alone the aggravation and wasted time.

Regards,

Business

Response:

To whom it may concern,

The customer is demanding a refund for $25.00 which is already been given to him by having 2 technicians promptly remove both rear tires and replace 2 valve stems " AT NO CHARGE ".

Regards,

True Line Auto Center

[redacted], GM

Consumer

Response:

This is not true. I had been charged the fees once. The flat tire was the result of wrong installation of the new tires and it occurred within 30 minutes and they are responsible for my fuel and my labor changing flat tire and putting spare tire to return back to that store let alone aggravations and lost time.

Regards,

Review: Brought my auto 2006 chevy silverado in on 11 August 2014, to have a power brake booster install after waiting 7hrs in shop it was installed 1day later discovered something was wrong with part,to it to repair shop part was deemed defective, and my ABS light, (Anti Lock Brake System)was on my brake light was on and my alarm system was not working properly,made and appointment on 15 August 2014 to fix problem, after 5 hours of waiting new booster was installed, but ABS light stayed on also brake light and alarm system did not function, wads told by shop mgr ([redacted]) that he could not reset my EBCM which is my on board computer system for my car, and I would have to take it to the dealer for them to reset it because he could not do it at his shop. On August 25 2014, I took my car to the chevy dealer for a diagnostic check and was discoverd that my EBCM had been knocked out due to installation of power brake booster, and rear brake light cable was unplugged, there was absolutey no problems with my car before I brought it to True Line to be repaired. the dealer diagnosed the problem and for the work to be down was a total cost of $851.00 in which $170.00 alone was for the diagnostic check. I was told by the shop mgr Erni [redacted], that I would be reimbursed the cost of the diagnostic check when I brought them a receipt from the dealer, I did I gave him the paper he made a call some where and said he would order the part and could he pay me the day the part was installed I agreed. Appt was set for 4 Sept 2014, I came in left car for another 4hrs I got a call from shop mgr to give him a call when I got to the shop I was told by the mgr Erni [redacted] that the wrong part was ordered I asked how long before another one could get to his shop he said he did not know this was after my car was there for 4hrs and he could not figure out he had the wrong part this was 19hrs of total time my car had been to this shop to finish repairs,I schedule another appt for 8Sept, another delayDesired Settlement: Note: I rescheduled for 8 Sept 2014 got a call from shop mgr [redacted] that their computer was down and could I reschedule for 13 Sept 2014 I refused because I felt I was being deceived by this mgr Erni [redacted] I had given true line 5 chances to correct this and when I asked for the $170.00 I was told would be refunded all I received was excuses and no payment nor was my car repaired for the damage they did.......I want the full $851.00 that is the full cost of the repair and diagnostic check and $75.00 for gas wasted for the trips made to and from this shop for repairs, and to take my car to another shop and not True Line Auto to finish this repair after 5 times and no results I do not feel this shop is trustworthy of my auto being properly fixed........I need my repairs ASAP

Business

Response:

Dear Mr. [redacted],

Review: On 4/16/13 I had True Line Auto Center perform a number of repairs to my car. The brakes were not repaired properly. I returned on 7/26/13 to have my brakes correctly repaired. The brakes were still not corrected. I returned again on 8/5/13 to have the brakes repaired correctly. The brakes were not repaired correctly. On 8/6/13 I took my car to Firestone Complete Auto Care to have my brakes repaired. I paid $80 to have them repair the brakes.

I have made numerous phone calls in an effort to correct/settle the problem. I have spoken to [redacted] on a number of occasions concerning the car and he has told me on each occasion that he would gladly refund my $80. I have sent the paperwork to show the money that I paid to Firestone. I have mailed the paperwork two weeks ago. I did not received a refund. I called [redacted] on 8/12/13 and again asked about the refund. We agreed that I would fax the paperwork and that he would mail my refund check. To date I have not received a refund. So I called [redacted] again today. This time he told me the reason that I don't have a refund check is because the boss is not in the office today. [redacted] needs the bosses approval before he can refund my $80. I explained that I am now going to file a complaint with Revdex.com in an effort to get my refund check of $80.Desired Settlement: I should not have to pay twice to have my brakes done. The front brake rotors were off by .007 on both front tires. I want them to refund my $80 as promised by [redacted].

Business

Response:

To Whom It May Concern,

The Client on 04/16/2013 came in for service and part of the repairs that were performed was a FRONT BRAKE PAD REPLACEMENT ONLY with nothing done to the BRAKE ROTORS! On 07/26/2013 she returned with approximately 3,000 miles on it with a client compliant of vehicle makes a clanking sound when driving really slow and touching or stepping on brake pedal, after inspecting and test driving on different road conditions including freeway the noise could not be duplicated. On 07/26/2013 we decided to REPLACE FRONT BRAKE PADS under warranty as a common courtesy even through no problems were found. On 08/05/2013 she return with a compliant of the vehicle vibrating when applying the brakes, upon further investigation we decided to machine the front brake rotors as a common courtesy at no charge! To sum things up we have always instructed her to bring the vehicle back to us if she has any problems which in return she did not. We did not charge anything for any additional repairs we did as a courtesy therefor no REFUND is due and the client was responsible to return to our facility for any Warranty Repair.

Regards,

[redacted], General Manager

Consumer

Response:

I have reviewed the response 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 have spoken to [redacted] on numerous occasions. He assured me that I did not have to pay Firestone $80 to re-do the rotors that were not done properly. They were off by .007. Both front brake rotors were off! I did bring the car back in an effort to have True line repair the work that they had done improperly. At some point a reasonable person would stop and take the care some place else to have the repairs done correctly. The rotors needed to be re-done correctly! I paid $80 to Firestone to have that work done. I should not have to pay twice, once to True line and then again to Firestone. [redacted] assured me that he would make sure I got a refund of the $80.

Regards,

Business

Response:

To Whom It May Concern,

To the client as I stated earlier in my response you where never CHARGED for your BRAKE ROTORS to be machined, And no one hear ever promised you a REFUND!

Very hard to refund any one that didn't pay for that service UPFRONT.

Regards,

[redacted], G.M.

Consumer

Response:

I have reviewed the response 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.

[redacted] promised me a refund of $80 on numerous occasions! [redacted] told me without hesitation that I would get a refund, I just needed to show proof that I actually paid $80. [redacted] stated that I could stop by and pick up a check that day if I wanted to. First I mailed the paperwork, then I faxed it. So your statement that no one promised me a refund is not correct.

To repair the brakes is part of the guarantee. You did not do a "favor" for me. You must comply with the guarantee. I paid you to fix my brakes. I did not have that awful shaking from the brakes until you worked on them. I brought the car back to you the first time because of a small clunk sound. You did the rotors, but you did them wrong. No mechanic should send out a car with rotors that are off by .007 You act like you did me some big favor by doing the rotors. You did the rotors wrong. The rotors had to be re-done. The rotors had to be fixed after you worked on them. The "repair work" you did is what created that awful shaking from the brakes. I was forced to call on so many occasions, just to get you to fix my brakes. I tried to take the car back. Each time I called I was told nobody was there. No manager, no owner, no mechanic. After you did the rotors wrong, I was forced to get the repairs done someplace else. That is why you owe me $80. That is the cost to have the rotors done properly. I took the car back to have you correct the brakes. I gave you more then one opportunity to correct the brakes. I even called you when I was at the Firestone store, before any work was done on the car. I told [redacted] what was wrong with the brakes. But of course not one person of any authority would talk to me on the phone. I asked if I brought the car back would you fix it? [redacted] told me that she had no idea. My car needs brakes. I paid to have you fix them. You did not fix the brakes correctly. The brakes had to be re-done.

Words are cheap. What actually happens is different than what you have stated. You have been paid for fixing my brakes. You did not fix the brakes. I was forced to go someplace else to have the brakes corrected after you worked on them. That cost me $80. I want a refund of $80. Simple.

Regards,

Review: Replaced transmission in April 2014. Experienced problems with transmission immediately after it was replaced. Took it back to the shop, they "checked" and said it just needs to broken in. 2 weeks go by, same issue, took it back in they said they did a thorough check and did not find anything wrong and the sound is normal. A year later transmission breaks.Desired Settlement: My vehicle is now inoperable at no fault of my own. The shop is now closed.