Westlake Automotive

In reference to Mr. [redacted] complaint, upon checking with our VA State  licensed inspector, who has been licensed for over 30 years, he stated that the vehicle would not pass inspection due to the amount of rust on the rear side of the front brake rotors.  Va State Inspection manual...

states that any lining or pad is misaligned or does not make full contact with the drum or rotor is rejectable. In regards to the tire issue, there was dry cracking in the side wall of tire and a cut in the side wall.  After rejection of vehicle the customer returned with photos stating that the repair had been made.  Under VA State Inspection laws we are required to physically reinspect vehicle to make sure the repairs have been completed.  Mr. [redacted] wanted vehicle reinspected at the time he came in the next day without an appointment.  We had several inspections, with customer waiting at that time, and could not accommodate Mr. [redacted] until the next day at 2 PM.  We stand behind the findings of our State inspector that he deemed the vehicle rejectable, as required by the VA State Inspection laws.  We put the safety of our customers and others on the road front and foremost.

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.
Regards,
[redacted]  With reference to the alleged bad parts, Westlake and their service technician are incorrect about the parts.Reference the narrative of my original complaint (brakes pads, 'rusted through rotors' as written on the Westlake reciept, tires).  I took the car to [redacted] in [redacted] for inspection; the same day Westlake, which was too busy to take the Few minutes it took to verify my claim.  [redacted] literally took less than Five minutes to verify the rotors were perfectly fine, and other items indeed passed state inspection.  Westlake's attitude was grossly arrogant and belittling to exploit other, less knowledgeable customers.Per attached photographs, Revdex.com and my neighbor, [redacted], who was witness to when I removed the calipers and original front brakes, can see there was/is nothing wrong with the pads or rotors.Between the photographs and witness as evidence, I stand by my original complaint and request for compensation.            car

In reference to the attached complaint filed by [redacted] we will be sending Ms.[redacted] a check for $934.00.  Upon further investigation with the technician that stated hehad replaced these parts, he is no longer in our employ.  We regret that Ms. [redacted] hadthese...

concerns.Sincerely,Westlake Automotive ServiceRoger Thornas

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Review: Westlake Automotive has charged us several times for parts they did not install and labor they did not perform.

In 2011, 2013 & 2014, Westlake Auto installed 3 air-conditioning compressors in our 2003 Honda CR-V. When the third one quit in 2016, we were told by the owner, Roger Thomas, that he'd do nothing about it unless we drove it 5 hours to his shop.

We decided instead to take it to our mechanic in [redacted]. He was initially incredulous that we'd had such bad luck with a/c units. Then, when he started taking the car apart, the mystery was solved.

Apparently, each time a compressor blows, there can be residual metal bits & pieces circulating in the system. For this reason, the system must be completely flushed. According to our mechanic, this was not done by Mr Thomas's shop. Our mechanic knows this because the expansion valve in the car when the THIRD compressor blew was stamped clearly with the serial number showing it was an original part.

Unfortunately, Mr Thomas did charge us each time for system flushes and new expansion valves. We have the original invoices supporting this.

We communicated with Mr Thomas via registered mail, outlining the issue and requesting reimbursement for all of our expenses except those incurred by the first A/C replacement job in 2011 (a total of $2821.90).

After discussing the matter with our mechanic, Mr Thomas reimbursed us $1887 for the fourth job, done by our own auto shop, which leaves $934 outstanding.

We are standing by our original request because it's clear that if the 2011 job had been done properly (as we PAID to have it done), we wouldn't have had issues in 2013, 2014 or 2016.

Mr Thomas had requested the old parts so that he could "try to get something back from the supplier." I was in the area and dropped off the old compressor on 08/23/16, reiterating my request for a full refund. Mr Thomas was extremely unpleasant and told me he had "bent over backwards" already.

This was confusing. Charging customers for things they don't receive is at best sloppy, at worst dishonest. Because of his deceptive business practices, we have been through a great deal of frustration and expense.Desired Settlement: This A/C saga has cost us $3804.

We requested $2821.90 from Westlake Auto/Roger Thomas (to cover the second, third and fourth replacements) and received $1887.

We maintain that Mr Thomas should refund the remaining $934 as he neither installed the parts nor performed the services we paid for.

Business

Response:

In reference to the attached complaint filed by [redacted] we will be sending Ms.[redacted] a check for $934.00. Upon further investigation with the technician that stated hehad replaced these parts, he is no longer in our employ. We regret that Ms. [redacted] hadthese concerns.Sincerely,Westlake Automotive ServiceRoger Thornas

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,