Columbus auto repair shop and customer can’t resolve complaint

Columbus auto repair shop and customer can’t resolve complaint

Member complaint

I hired Bee Line Aligning Service of Columbus, Ohio, to find and repair the source of a grinding metal noise on the front left side of my car. They also replaced brake pads, which I had no issue with. The shop completed repairs on the wrong wheel of the car and then refused to acknowledge the mistake. During the initial visit, the mechanic said I needed a new control arm assembly for the front left tire. I waited for 3.5 hours and as soon as I pulled out of the parking lot, the same noise still occurred. I waited a few days, but the problem persisted. I crawled under the car and saw they installed the new components on the right side of the car, not the left. I went back to the shop and they said there was nothing wrong with the front left side. I took the repair man for a ride and he heard the sound. They inspected the car again and still said there was nothing wrong. The left front wheel continues to worsen and their refusal to admit their mistake is infuriating. I want the left front tire assembly repaired at dealer cost with no markup and I’m willing to pay for the parts. I want Bee Line to cover all labor costs involved.

John Stavridis, Upper Arlington, Ohio

Provider response

The member brought his car in to inspect a noise on the left front and have us check the brakes. We test drove the car and couldn’t duplicate the noise he was hearing. We inspected the front suspension and all of his brakes. We couldn’t find a front left problem, but did find a bad ball joint on the right front, which comes in the control arm. We also found the back brakes were fine, but the front ones needed pads and rotors. I explained to the customer that the right side needed work and he authorized the work. He chose not to have the rotors replaced and I explained he might still hear noise because of this. We test drove the car afterward and didn’t hear any noise. The member did bring the car back and complained about the noise. We pulled the car on the rack and couldn’t find any bad parts or duplicate the grinding noise. I drove with him and didn’t hear the noise until he dropped me back off and I heard a popping noise, not a grinding one. I looked at it again, but couldn’t find anything wrong. I feel we did everything properly and kept the customer well informed. The member authorized us to do the front end repairs and change the brake pads. It was his decision not to change the rotors, which can cause a grinding noise. We’ve never heard this noise when driving the car.

Danny Sheets, service manager

Status

Stalemate

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