Goodyear Auto Service Center - Butler, NJ Informative - Ripped Off Again
In December of 2009 I owned a pick up truck. It had a leaky exhaust so I brought it to Goodyear Auto Service Center on Route 23 in Butler, NJ.
Here is the story as told to the Better Business Bureau:
Consumer's Original Complaint :
I paid over $500 to have an exhaust problem fixed. The fix lasted only as long as it took to drive home. A bolt fell out and they refuse to fix the problem. I have since taken the vehicle off the road due to the fact that it doesn't run.
Desired Settlement: Refund of labor or fix what they broke at no additional charge.
Here is the response from the manager at Goodyear:
Customer complained of an exhaust noise from under car. There was a loud noise under car and an obvious hole in exhaust that needed to be replaced. After we replaced exhaust, we heard another noise coming from front of car. There was a crack in the manifold that was making a noise that couldn't be heard over the other exhaust noise. We don't do that kind of work in our shop and we explained that to the customer. He didn't want to hear it. He believes that we should pay for a repair that he absolutely needed and was shown. Unfortunately he had 2 problems. We fixed one but are unable to repair second. We are an honest shop and our customers come to us because we are fair an honest. This customer feels we should pay for his exhaust that had a hole in it, how is that fair. I'm sorry but that is stealing as far as I'm concerned and it's wrong. Unfortunately sometimes other things go wrong when you fix one item, our job is to let you know if we see something else, which we did. The customer just didn't want to spend anymore money. We did not break the customers vehicle, it came in that way. We fixed the obvious but unfortunately he had another issue. We explained what it was and recommended an exhaust specialty shop or dealer that could fix the other problem, but he just wanted a refund for the exhaust with the hole in it. That's not right. I would never ask for something for free if it was actually broken. If I replaced something that wasn't broken than I would agree. But in this case, a part was broken, we fixed it. We double checked and found something else that we couldn't fix. We were fair, honest and up front, how are we at fault. We are always willing to help and explain to customers. I don't know what more I can say.
My response to the manager:
They said the job was done and they promptly took my money. (They never said anything about another problem until I brought it back to them a week later.) The exhaust sounded good, just like normal. But by the time I got home it was louder. If they finished the job and it seemed good, then steadily got louder over the next couple days, it seems to me that there was a problem that wasn't there before. After I brought the vehicle back to complain, they were quick to lay blame on a cracked manifold even before they looked at it. I left the building but before leaving the parking lot, I decided to go back in argue their quick response. After the manager looked at it, he said that there was a crack in the manifold or a bolt was broken or missing and said they could do nothing about it. On the way home, I stopped by another mechanic and had them look at it. They noted that a bolt had either fallen out or was over tightened and broke off and he couldn't see any crack in the manifold. If Goodyear would have replaced the $4.00 bolt that they forgot to tighten or over tightened, I would have been happy. Instead they chose to lie and cover their mistakes and deny responsibility. At this point my vehicle is no longer registered or insured as it is not safe and will not pass inspection. It sits in my driveway awaiting my decision to sell it, send it to the junkyard or contact a lawyer. I don't expect Goodyear to refund me for the parts, but a refund on the labor charges would settle this complaint. Goodyear calls me a thief by trying to steal from them. I am not a thief. I am an honest, law abiding person who is tired of being ripped off on goods and services. They should own up to their responsibility and make good on their promise of good service.. I realize that their decision will probably stand which is why I have developed a web site devoted to big companies like Goodyear and others who take money that people work very hard for and provide inferior services. At least I will get satisfaction from getting the word out to watch out for these companies.
Absolutely nothing was done by Goodyear. They made no attempt to solve the problem. They didn't even offer a compromise. The better Business Bureau closed the case in February of 2010 as unresolved. The truck was due for inspection and would not pass in the condition it was in. I took it off the road, cancelled the insurance and turned in the license plates. I started using a car that was given to me by my elderly mother who had recently given up driving. The truck sat in the driveway for nearly a year until I finally decided to clean it up and sell it. It was bought by the first guy that came to look at it. The new owner had what turned out to be a broken bolt removed and a new one put in and as of mid 2011, it is still on the road.
Since my encounter with Goodyear in Butler, there have been other customers that filed complaints with the BBB. I sincerely believe that this is not the practice of all Goodyear service centers and I don't want to say that they are all bad, but I certainly will never go to another one just because of the way one manager treated me.