Charlotte auto service company installs faulty part

Charlotte auto service company installs faulty part

Just the beginning

COMPLAINT: Donna Ryan, Matthews, N.C.

"I took my SUV to AAA Automark in Matthews to get serviced and freshened up. It was horrible. My vehicle was in the shop for five days and cost me more than $2,900. Three hours after I picked the vehicle up, the real trouble began - the check engine light came on. AAA Automark had installed a faulty 'aftermarket' part.

"Instead of abiding by their own warranty provision, they told me more work was needed. I had to spend more money and time. I tried working with the company, but my complaint was sent to the people I'm complaining about and went nowhere.

"This local branch is poorly operated and customer service is extremely lacking. I've learned a hard lesson. Now, three months and $1,200 later, my vehicle is fixed thanks to a different company."

DESIRED RESOLUTION: "I want them to reimburse me $798.65 for the cost of having another company diagnose and fix the problems caused by faulty aftermarket parts installed by AAA Automark in Matthews."

STATUS: Resolved

Editor's note: Ryan says AAA Automark sent her a check. 

Off the rails

COMPLAINT: Frances Guilshan, Fort Mill, S.C.

"I hired New Image Builders LLC to put in a new lattice, railing and bench seat. They did wonderful work, but the top railing is now coming loose and some of the other parts are coming apart. I'm very disappointed that I've called twice, and they haven't returned my calls."

DESIRED RESOLUTION: "I want the company to return and fix the top railing that's coming off and fix the other problems."

STATUS: Penalty Box

Flooding fiasco

COMPLAINT: Johanette Docabo, Huntersville, N.C.

"I hired Laying It Down Custom Tile Installation to do an entire bathroom remodel, including new flooring, shower, tile and countertops. I kept the original toilet, bathtub and cabinets. After the project was complete, I left the country on vacation. When I returned, I had a disaster on my hands.

"Pressure built up in the supply line to the re-installed toilet, causing the line to burst. Water ran continuously in my home for at least 72 hours. My neighbor heard the water running down the side of the house and called me to get the alarm code so he could shut the water off.

"It was a nightmare. Water flooded the hallways, bathroom and master bedroom. Furniture and precious items were ruined. The HVAC unit is ruined because it had so much water in it. The tile and grout in the bathroom is also ruined, along with the flooring in my closets. The whole basement had to undergo mold remediation.

"My insurance company did an assessment and had an engineering company examine all parts of the toilet to determine if it was a manufacturer problem or the installation. The engineering company found that 'it clearly indicates the connection to the commode had been over-tightened.

"I found out they installed the bathtub shut-off valves on the wrong pipes, which has me questioning what other mistakes were made. My insurance company is handling the claim and working with the company's insurance, but I'm still out the deductible and tons of personal expense.

"I've spent the last four months dealing with this mess in total misery - to put it nicely. My son's very allergic to mold and dust, so I had to send my children to spend several months with their grandparents."

DESIRED RESOLUTION: "I want a refund to offset some of the cost, including my insurance deductible, damaged belongings and out-of-pocket expenses."

RESPONSE: Robb Merritt, owner, Laying It Down Custom Tile Installation

"In my 12 years of experience with tile and resetting toilets, nothing like this has ever happened. We do our best to give precise and quality work. Three months after the job was complete, we received a call that a toilet line had broken and flooded the member's home. We called our insurance immediately.

"The engineers have had to determine if the problem was because of an increase in water pressure, manufacturer defect or installation. At this time our insurance has not finalized on this claim. We have very good insurance and we want our customers taken care of. We would never intentionally hurt them."

STATUS: Stalemate


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