ComplaintsforOlson Tire & Auto Service, Inc.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/1/23, Olson Tire did some work on my car. Invoice *******. In April I took it back because the engine light was on and the car was misfiring. Olson replaced the ignition coil pack and did some other work. The invoice total was $411. I'll try to find it. The very next day when I put the car in reverse, the engine light came on and the car continued to misfire. At some point Olson replaced all 4 spark plugs. On my 3rd visit the owner's son tried to tell me someone was deliberately trying to scare me by purposely damaging the spark plugs. However, the damaged spark plugs came from Olson Tire. Both the owner, ***, and his son **** have wasted my time and caused me to miss several doctor ************* **** promised a partial refund on the $411 invoice but I have received nothing. I had to go to a 2nd service garage to get an unbiased opinion. They were the ones to say that Olson had not fixed the ignition coil, the spark plugs were cracked. I would like my $$$ back. Please feel free to call me for more information.

  

  Business response

  08/16/2023

  This guest is telling only part of the story and as advertised, it is NOT the whole story. I have attached the full invoices where we serviced or provided her service. As you can see, the original complaint was performed on 3/1/2023, and the attached invoice (#*******) addressed several issues she faced. The car was towed in, it had a no start condition and we found multiple concerns. The mileage was ***** and serviced on 3/1/2023. The no start was due to a coil pack failure, which was compounded by several leaks onto the coils. A coolant leak and an oil leak. Those were offered and approved as repairs which we performed. The car left and we were not called until 5/5/2023 - at which point she said she had the car at Midas in our community and they had a list of recommendations. She thought ALL oil leaks had been addressed and brought it back to us on Inv # ****** on that same date. We brought the car in - showed her that there was one additional small leak ( the turbocharger oil feed line ) - we showed her that there was only one additional small leak, and that the misfire that was occurring at that time was due to spark plugs which we had not ever replaced. We again offered her the repair costs of new/correct spark plugs and the additional oil leak repair of the turbo line which she authorized. 

  Another two months went by and approximately another 5k miles and she called us and complained that she had the car at another local facility with a misfire. They had inspected and determined that the car had "bad" spark plugs and a failing ignition coil. We shared with her that those parts would be covered 100% if that was the case. We towed the car back to our facility and found that indeed, the coil pack we had installed was faulty. WE covered that 100% including diagnostics, the towing and the labor. Upon the inspection, we also found the spark plugs to damaged. Beyond what "normal" wear and tear would indicate. We shared with her, that we were ( and are ) suspect of the condition of the plugs when they arrived at our facility. The porcelain around the plugs were broken and inoperative. We do NOT believe in throwing anyone under the bus, but were concerned that the condition of those plugs indicated some level of concern and typed that right on our invoice. I won't place blame anywhere, but we are NOT a commission shop, and the places she had taken her vehicle in the interim are. So that is why we stated either someone was tampering with her vehicle or there was mischief or deceit occurring. 

  Regardless, on invoice # ******* on 7/1/2023 at ****** we covered 100% of the tow, the faulty or failed ignition coil, the spark plugs, and all associated labor. In other words, we stood behind our repairs 100%. I do not feel that there was  any cause for reimbursement of work that we did not honor, that we did not do, or that was not authorized. Unfortunately, in our world today, parts can have failures, as occurred with this coil pack. That is an unfortunate fact in our industry, where parts are being produced in some cases at minimal costs and they have an honest failure rate. When addressed with this situation, our company acted in good faith covering all repairs affiliated with this.

  The guest has claimed in conversations with us, that her car was never at any other shops ( shown by this to be false). She has spent numerous attempts to discredit our company on social media, and bad mouthed our service to all/any who she can share this with. We have a sterling reputation with almost no complaints in 35 plus years of operation. I feel compelled to protect our name and even shared with her on her most recent call that I was recording my side of the conversation to PROVE in the future EXACTLY what I was saying if she continued to bad mouth us. 

  At this point I am confident that we performed according to all laws, and according to the best business practices we have always maintained. 

  Respectfully submitted.

  **** Olson

  President & ASE Certified Technician

   

   

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